Consider carefully what it means to "show more initiative." Loosely defined terms like empowerment, delegation, accountability can also leave people confused and frustrated. To avoid misunderstanding use the following guidelines when discussing where to set the bar.
Wait for direction
Expecting people to do what they think is best is not always a good strategy when conditions are uncertain. It is better to have them wait for updated or accurate information before taking action.
Ask for direction
People should ask for direction whenever events don't unfold as previously discussed. Waiting for direction when faced with a situation that needs immediate attention is not a good for customer relations.
Suggest a direction
Those who provide the service know what to do when something isn't working. Their ideas won't be forthcoming unless they are encouraged to share their views and make suggestions.
Act and report immediately
Veterans are positioned to prevent things from getting worse or to improve upon the situation as they see fit. Authorized in advance to cope with issues, they report the results of their actions right away.
Act and report periodically
People know when a challenging situation has the potential for worsening if action is not taken on the spot. The results and outcomes of independent actions are recorded and later reported at regular meetings.
Act until redirected
Self-directed people are confident in their ability to negotiate agreements, overcome challenges and respond to deviations secure in the knowledge that they have support from above.
Note: Don't ask for more initiative unless you're clear on how to use it.
V.O.R.
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