Management Styles
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In my big box retail store, there are a total of 9 managers/supervisors that are on the floor at different times. Each is in charge of their own department/area of the store and have specific things they need to do. Some people are in charge of running the sales floor and ensuring that the customers and employees needs are taken care of.
One day last week I was asked to run the floor and ensure that the customers are being served. As I walked around the floor, I stopped to talk to an employee that had just been promoted to a full-time employee. I asked her how the transition was and how she was adapting to her new responsibilities. As we talked about how she relates to customers, I could see that something was wrong in her eyes. So I asked her what was going on. She just said to me that no one has ever really asked her or talked to her about the customer service process the way I did and that she can use a lot from our training. Usually she is just yelled at or threatened. I responded that some people have different styles of managing.
Even though there might be different styles of management, there should be one clear and concise message to your staff. There shouldn’t be a grey area. Sometimes there might be people on your floor or in your office that learn differently than other associates. You have to take the time, figure out what makes each person tick and train them in the best way that they learn. Some people respond to getting yelled at, some people like the positive reinforcement. As a manager, you have to figure that out.
Written by: Joel Little
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