Golden Rules of Success

GOLDEN RULES

The Golden Rules for Success

Management Class

September 15, 2011

Introduction

As a fast-food manager, I have come to discover that you need to interact with people on many different levels. Whether it is with an employee or a customer, you need to possess the skills to communicate with them. Being a manager,I have had to deal with employee issues on a daily bases, which can be challenging, to say the least. With all the new laws and regulations, managers need to be very careful on how they handle employee issues. In my experience with customer service I have learned to put myself in the customer's position, and in doing so, I deliver the same excellent service that I would expect to receive. Customer service should always be the main focus in any organization. With the ever changing environment it is crucial to have excellent people skills, the ability to assist with employee issues on a daily basis, and to possess excellent customer service.

People Skills

To be a successful manager in today's dynamic environment it is a must to have exceptional people skills. Empathy, communication, reliability, and responsiveness are a few of these must have skills. Remembering that all employees and customers are human beings will help you to find empathy when things go wrong in the work place. When you can show empathy to your fellow co-workers, it establishes a relationship in which communication can flourish(Schlesinger, 1993). Research spanning several decades has consistently ranked communication skills as crucial for managers. Typically, managers spend 75 to 80 percent of their time engaged in some form of written or oral communication. Although often termed a "soft" skill, communication in an organization provides the critical link between people and business(Clark, 1997). Managers must communicate with many people over whom they many have no control over, even their own employees; the days when manager can just order people around are finished(Clark, 1997).Reliability is another very important skill to possess when your organization interacts with people. Doing what is promised is vital to keeping consistency in your work-environment (Schlesinger, 1993). When you are consistent in your work- environment, your employees will respond more positively to you and the organization, thus, helping you and the organization in reaching your ultimate goals(Schlesinger, 1993). Responsiveness is a powerful skill to possess in today's diverse workforce. Having the ability to really listen to people can positively increase the way your employees view you and your position within the organization. Hearing and listening is not the same thing. To be a good manager is it essential that you understand the differences. When you hear you are just hearing the "noise" around you. As to when you "listen" you are taking meaning for all the "noise" you hear and then you respond to it(Butler, 1996). As Plutarch observed: "Know how to listen, and you will profit even from those who talk badly (EXPERT Magazine , 2007)." Communication is the main factor in building trust, promoting understanding, and empowering others. The intimacy of face-to-face communication is what keeps you personal in your organization. Being open to fellow co-workers, customers, and future employees helps keep the communication lines open within the organization. Communication is the key to the world(Schlesinger, 1993).

Employees Issues

Having the skills to deal with employee issues on the job, can be a major asset to being a superb manager. It is the managers responsibility to calm an upset employee, mentor a junior employees and everything in between. Counseling emotionally stressed employees is an ever-gowning issue in today's dynamic workforce. As a manager you will have to be equipped to handle all these issues. "Conflict between two employees can spill over to other employees, and it is essential to resolve the conflict as soon as possible before it becomes even larger in scope" (Ma, 2011). Dealing with these conflict issues early helps to keep the conflict to a minimum. Speaking to all parties involved in a conflict can help remedy the situation before it can affect other employees. When dealing with a upset employee remember to stay calm and just listen to the problem they are having. By doing so, it helps the employee to release some of the emotions that are causing the employee to be upset and it gives you time to work out a solution for them, if one can be found(Ma, 2011).

"Over 65 percent of work-related performance complications result from employee conflicts, as opposed to lack of skill or motivation. By managing employee conflict effectively, you will not only increase performance and productivity, but will lower employee turnover rate as well(cited in Kirk Miller & Associates, Inc. Ma, 2011, p.1)."

A key to being an exceptional manager is to resolve any conflict in your organization as soon as you are informed of the situation. When we keep our organizations drama-free we can focus on being more productive and customer oriented.

Customer Service

The ultimate goal of every business is to be successful. Prosperity is needed in order for a business to flourish and grow and one way to obtain success in business is customer service. There are varying degrees to customer service, ranging from very poor to the exceptional. While many people are capable of providing some level of customer service not everyone knows how to effectively provide