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The Smart Techie was renamed Siliconindia India Edition starting Feb 2012 to continue the nearly two decade track record of excellence of our US edition.

September - 2008 - issue > People Manager

Engaging People During Difficult Times

C. Mahalingam
Monday, September 1, 2008
C. Mahalingam
Managers are the linking pins in any organization. With senior managers busying themselves with managing difficult business conditions, the onus of ensuring that people stay focused and deliver value to customers is squarely on the middle and first line managers. Often, there is an undeserved criticism of the middle managers that they spend time passing down orders from the top and consolidate excel worksheets. The role of middle managers assumes even greater criticality during times of uncertainty and confusion. We are perhaps passing through one such period now. The signs of slow down are visible in many organizations and its impact on people is headlined everyday in the media. Some of the critical areas where managers can significantly contribute are the following: Delivering Positive Messages: Even during difficult times, organizations have many good things to share and celebrate. It is never a totally gloomy situation ever. Employee recognition initiatives must continue and good work must be rewarded as business as usual.

Handle Grapevine Rumors well: Managers often get to hear the rumors doing rounds in the company by keeping their ears to the ground. Managers must have their elevator pitches ready and be able to do quick coffee talks or mini group meetings to clarify and provide accurate information and minimize the impact of incorrect rumors.

Keep a Watch on Your Star Performers : While star performers always need special attention, they need even more special attention during difficult times. They are the ones who will find switching jobs easy and will readily be picked by competitions. Hence, significant investment should be made in spending time with, listening to them, and keeping their morale high. They must also be enrolled for supporting company’s communication initiatives.

Enlist Employee Suggestions for Cost Reduction : Managers must elicit suggestions and advices from employees on where and how to cut down costs without hurting efficiency and customer satisfaction.

Ensure the Existing Customer Relationships are Preserved and Enhanced: While customer relationships are supreme at all times, it assumes a renewed significance during the difficult times. Managers need to ensure that every member of the team understands what it means to 'walk the extra mile' in delighting the customers. This cannot be regarded as the job of only those customer-facing staff, but everyone in the organization including those that deliver service to the internal customers.


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