To manage your staff effectively, you must listen to them. Without an open channel of communications, morale will certainly suffer. This will lead to a lack of productivity and considerable employee and customer dissatisfaction.

Normally the more you listen, the better you will be able to manage both employees and customers. Use the ever-popular 80/20 rule: Talk 20 percent of the time and listen 80 percent of the time. Try using the following strategies:

• Take the time to listen to each member of your staff on a one-to-one basis as often as possible. When you show interest, you send a message of value.
• Don't solve employee's problems; provide an environment in which your involvement helps them solve their own problems. A solution created by the employee will have much more meaning to them than an order handed down from above.
• Get to understand your staff and their emotional and mental filters. You will better understand what they are saying and feeling.
• Remove distractions and barriers that discourage good communication. Get out from behind the desk, turn off the phones and get away from the shop.
• Spend time with your staff. Talk about the business and solicit their ideas. Everyone likes to be asked, “What do you think?” By increasing their involvement, you increase their loyalty.

For more information, contact Doremus & Associates at (732) 269-2854 or e-mail them at Ddormouse@aol.com.

RATE THIS ARTICLE What do you think of this article? Your input will help AutoInc. develop additional articles on this subject. Share your thoughts! Your name Your e-mail address

MOST ACCESSED ARTICLES Fuel Injection Service, Not Just Cleaning The Art of Extraction EGR Systems: Operation and Diagnosis Proactive Target Marketing:_Rethinking Your Business Strategy Engine Performance: HO2S Diagnostics MOST E-MAILED ARTICLES Developing Employee Potential How Critical Thinking Can Help Your Business How to Diagnose the Ford Glow Plug What to Look for When Shopping for the Right Shop Management Software Putting a Price Tag on Complaints

AutoInc. Web Site | ASA Web Site | Congress Takes a Look at Insurance Regulation | An Automotive Technician's Journey Through the ESI Jungle | Words of Wisdom: A Collection of Business Management Ideas | AutoInc.'s 12th Annual Shop Management Software Guide | ASA Announces New President | Guest Editorial | Tech to Tech | Tech Tips | Net Worth | Stat Corner | Chairman's Message