How to Respond the Right Way

Responding to problems appropriately is the key to being a good manager.

• Do you automatically assign blame to someone when something goes wrong? If you do, it could cause you problems as a manager.
• True, it’s more fun to pin the blame on particular people, to hold employees responsible and make them admit they are the culprits.
• But that kind of management will probably hurt the cooperative spirit in the office.
• You will likely benefit if you look at problems as “systems problems” and avoid assigning blame. You will need to look at how you are getting things done. Try to look at your employees as customers and not something that needs to be repaired or replaced.
• Give people the opportunity to realize problems themselves and resolve them on their own. Avoid mak­ing your workers defensive. Why make an already com­plicated situation worse?
• Don’t try to force people to change. Instead, invite them to work on a systems issue and solve a problem.
• It’s true that there are times when you will need to impose your will (when someone is violating a safety code, etc.) but when it comes to getting people to change and do what you want it pays to put your focus on changing process-not people.

-adapted from A Better Workplace Web site