FOUR WORDS TO ABOLISH
By Ed Shane
today’s multi-station, multi-cluster, multi-tasking world of radio, there
are so many time management challenges: reduced resources, reduced staff,
reduced time to get everything done.
result is what I call “managing faster.” There’s no time for a full
explanation, so communication is relegated to a hallway conversation or an
addendum to a meeting about another subject altogether.
when it comes to a reason to take on a project, the harried manager pulls
rank: “The reason? Because I Said So!”
wonder employees often find themselves working at jobs they don’t fully
understand. Or taking on one part of the puzzle without knowing what the
final picture might be.
encountered managers who thought they gave an employee some important piece
of information, but only thought they had, because there was so much
else on their mind at the time of the meeting.
Walton’s philosophy in the early days of Wal-Mart was “The more they know,
the more they care.” He instructed his managers to “Communicate everything
you can to your associates.” Wal-Mart grew way beyond Mr. Sam’s wildest
imagination, and far beyond his ability to let every employee know
everything. Yet the philosophy is sound.
Empowering line employees to make decisions makes business work better. It
also saves time and effort because the decision doesn’t have to go up the
chain of command. The customer can have a satisfying experience at the
moment instead of having a bad situation finally made only marginally
better. Southwest Airlines is famous for empowering gate agents, flight
attendants, and baggage handlers to make decisions in favor of the customer.
best communication includes an explanation about why this task is important
and how it fits into the overall scheme—the goals of the company, the race
for number one, the good of the organization.
Chinese philosopher Lao Tse said, “Tell me, and I will forget. Show me, and
I will remember. Involve me, and I will understand.”
four words to abolish are “Because I Said So.”