Trigger Question #110:
We pay attention to customers, because if we don’t, we lose their custom. We pay attention to what our competition is doing, because if we don’t, they will be our undoing. We pay attention to our employees, because if we don’t, they will…
Hang on. Before we say something we might regret, consider this. Most of the attention we pay employees is in the form of instructions, rules, regulations, policies and procedures.
You don’t do that? Good for you. But before you pat yourself on the back, answer this. When was the last time you genuinely listened to your employees?
By “listen to” I don’t mean that you must act on what they say to you, as if they are giving you instructions. No, what I mean is that you must hear them, acknowledge that you heard them, and then respond appropriately. That’s all.
But let’s be honest. There is a risk in listening to employees. The risk lies in ignoring them after you allowed them to speak up, or invited them to offer suggestions, or asked them to take part in brainstorming, and so on.
You should never encourage participation, feedback, empowerment, commitment, or whatever platitudes you hope will boost productivity. Unless you mean it. If you ask for input only to ignore the input and the person, then expect the person to ignore you in return.
But you’re the boss! How can they ignore you? Well, here are two common means of ignoring you.
- Through passive-aggressive behavior, which is simply the use of inappropriate behavior to confront a problem (you) indirectly.
- Or they will do exactly what you demand, nothing more and nothing less, a practice known as malicious compliance.
Clearly, as the boss, you have two options. Don’t ask if you plan to ignore. Or never ask. Yes, I know there is a third option. Ask, listen, and respond appropriately. But that’s so obvious I thought you had listened to me the first time I mentioned it.
Welcome to my side of the nonsense divide.
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Quote of the Moment:
“I have finally learned that ‘Hi, how are you?’ is not a question that expects an answer in America.” The Chief Nonsense Officer.
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