A guest consultant advises a reader on how to learn about the day-to-day work of employees, the upside of asking about it, and how to do so without embarrassment.
Q: I know so little about what some of my employees actually do, but as the general manager I would feel embarrassed to ask. What should I do?
ACE Advises: Asking real questions for which you don’t know the answer is a sign of strength, not weakness.
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Your employees should be glad you want to know more about their tasks, and that you’re not pretending to be knowledgeable when you are not. Listening attentively to your employees is a way of showing that you respect them, and it can help bridge any management-staff gaps.
Begin with an affirmation: “Mary, I understand you’re a critical link in how we deal with customer problems, and I really appreciate your work. But I know little about what your job actually involves. What challenges do you face in a typical day?”
You might also use this conversation to see how well the organization is supporting Mary (or whomever) in her work. You might say, “I’d love to know how well you’re supported with technology, with policies, and with access to particular staff and resources.”
Make sure you have permission from the employee’s manager to ask such questions. Otherwise the manager may feel that you’re undercutting his or her authority.
The late Arthur Fink contributed this column before his death in 2021.
About ACE
The Association for Consulting Expertise (ACE) is a nonprofit association of independent consultants who value “Success through Collaboration.” The public is welcome to attend its regular meetings to share best practices and engage with industry experts. For more information go to www.consultexpertise.com.
