When email doesn't work!

So here is a lesson about email that we can all learn from and appreciate!

6 months ago I was very frustrated about the inaccuracy of how my sales numbers were being reported to our corporate offices. At that time I went to our office manager who was doing the reporting and brought it to her attention in a very friendly manner. She agreed to look in to it and get it resolved.

After about 2 months, I inquired again because nothing had changed since our last conversation. Once again she said she would look into it. At this point I also brought it to the attention of our local franchise owner, who we both report to.

After 2 more months I inquired a third time via email including the owner on the email. This time there was no response at all. No reply to the email nothing. So now I am at a point of sheer frustration and anger.

So........I decide to send another email, again icluding our boss. Since my mental state was less than ideal for this situation I knew I needed to be very careful with how I worded the email; so I carefully chose my words and sent the email off.

In a flash came back a scathing response from my office manager and to make matters worse she also copied our boss as well. (After all, I copied him on the original email.......another mistake on my behalf) Needless to say, I didn't help my situation any with the email, in fact I made it worse!!

So what did I learn? Well here it is in a nutshell:

• Always reread your emails and if need be sleep on them before you send them. You will save yourself a lot of grief and hard feelings.
• Don't send an email to do the job of what should be a face to face conversation. Had I picked up the phone or went to her in person, she would not have gotten angry with the way I made the third request for her help.
• There really is no need to copy the boss on emails that throw other people under the bus, it just show a lack of professionalism and judgement. The two of us, as adult human beings should have been able to work this out.

So, what email lessons have you had that the rest of us can learn from?

Leadership in a world that doesn't want to follow!

Over the last few months, I have talked with more and more managers and executives who have commented on the decline in productivity around their workplaces. What is so amazing to me is that some of these managers are clueless as to the reasons why. These managers are both shocked and frustrated over the fact that their employees just won't/don't perform.



What is it that causes employees to tune out, disengage the mind and simply go through the daily motions contributing only the minimal effort required? There are a number of factors that play a role in the degree to which employees are willing to give 100% of themselves, 100% of the time.

• Tough economic times creates stress and worry. Most people have a difficult time controlling stress and ultimately it affects every area of their life. I am told that employees who are left behind after massive layoffs are so concerned about the security of their job they literally fuss and fret over it so much that they are productive for only 1 to 2 hours during an 8 hour shift.
• Lack of alignment to the company vision. Employee must clearly see the direction the organization is heading. When the employee understand how their individual contribution is an important piece in how the company will achieve it's vision they are more willing to give a good effort each day. So when management gives direction there is least resistance from the employee because the employee can see how it helps reach the vision.
• Lack of a personal vision. Companies who don't help employee create a personal vision and development plan for achieving their vision will struggle with employee engagement. 70% of the emerging workforce wants to for an employer who expects employees to pursue on-going training or educational experiences on their own. And 96% of the emerging workforce feel the employee should see career development opportunities on their own and not rely on the company to tell them what they should do. Essentially the employee says "If you are not going to help me advance in my career, I am not happy." Which means they will disengage, become less productive and eventually leave.
• Disconnection between the employee and his/her manager. Gallup reports the number one factor that impacts an employee's level of engagement is the employee/manager relationship. When the manager builds strong relationships with his/her team members it communicates a sense of trust, respect, importance and appreciation to the employee. Out of the top 8 employee retention issues, the manager/employee relationship ranked #2 in order of importance by the employee.

So what is one to do? Companies who truly want to maximize the output they get from their employees can do some very low cost things that will make huge impacts that will ultimately trickle down to the bottom line.

Here are some ideas that will help you keep your employees tuned in and more productive:

1) Walk the talk- Be enthusiastic and fully engaged with your job and your employees. Learn what motivates them, what they want to achieve and why this is important to them.

2) Earn trust, respect and credibility – Fulfill promises, keep confidences and commitments, and act consistently, fairly and rationally. Be authentic and approachable.

3) Play to strengths– Match the right person to the right job. By learning your employees’ strengths and work styles, you can make the best use of their individual and unique talents and skills.

4) Instill a purpose - Instill sense of purpose in your employees. Involve them in projects as fully as possible by communicating the big picture goal. Everyone needs to know that his or her efforts make a difference.

5) Be clear - Set clear and realistic expectations and define expected outcomes. Maintain open lines of communication and “check in” with employees on a regular basis.

6) Listen - Learn to listen empathically, with your eyes, ears and heart. Listen without judgment and listen to understand and connect with your employees. Many times employees just need to vent frustrations without expecting action to be taken. Once they have expressed themselves they feel better and the manager is perceived as interested thus building trust.

Have you found any techniques that work particularly well for you? If so, please share them with the rest of us.

If you would like to learn more about how to develop the skills necessary to fully engage employees check out our Tools of Engagement http://www.pittsburgh.dalecarnegie.com/corporate_solutions.jsp