Remember the saying “It’s not personal, it’s only business.” M302 believes that statement to be BS…
It’s always personal to the person that is losing something. For example, you can’t tell someone you are laying-off that it’s not personal, because if it affects their bank account and their family, it’s personal.
Moreover, from a business sense, if it affects their business profits; it’s personal.
You may get away with the statement, “it’s a business decision that had to be made,” but don’t insult anyone with the former, “…it’s not personal.” Ask yourself this; how would you feel if the information was about you?
Business – Is Personal. It always is, and it always feels that way. Maybe not to you at this moment, but in other another moments, it does.
Here is a ridiculous example:
***To Microsoft, maybe their software breaking down and the skilled prowess of customer support is business; but to you at home going through the frustration of being down and the hours it takes to fix it, is far from, “just business,” and it becomes completely personal. It’s your computer, and your time, and your business, and your work or personal items lost. How would you feel if customer support said, “we apologize for any inconvenience Sir, but your scenario falls under an acceptable business loss. Our analysts tell us that 1% of our software will fail, and you are just part of the 1%.” (lol) It’s not what you want to hear.
You want to hear that they feel your pain, apologize for the inconvenience, and will help you figure out how to fix it quickly. And when that is accomplished, guess what happens? You feel better!
Here is a better example:
***During training sessions, we ask people to name their favorite companies to do business with, or cater to, and then ask why they like catering to those companies. Ultimately, that answer always comes down to, “because they make me feel good.” (The initial responses were similar to…because their products are good or that they do what they promise. However, after all the initial responses are labeled, it comes down to how one “feels” when either dealing with the company, or using their products.
One more stupid example:
***Even after the frustrating receipt search as we come out of the wholesale store – which we hate tremendously because it makes us feel as if we stole something – we always go back to that wholesale store because we feel good about shopping there for a multitude of other reasons. If the receipt check made us feel that bad, we would not return. Positive feelings out-weight the negatives here.
Here is the point of all this. (As in “Feelings,… Situation 12″)
Supervising, Managing, and even Leading people is about recognizing feelings. By no means, does this mean that optimum performance should not be requested or even demanded. In fact, it’s easier to request greater performance and accountability when there is mutual respect between supervisors and subordinates. It’s how performance is requested and the response to the request that makes the difference between low and high performance and the process of maximizing efficiency. It’s how people are treated in good and bad times that make the difference.
Respect, irrespective of position?
It’s a much more modern view of management which also includes the EQ of supervision. We had to provide multiple examples to our students, because at first they were skeptical of the “Feelings” concept. At first, some even thought it meant that considering people’s feelings may be a weakness, but after the discussion, and after examples, it became quite clear that it’s a strength.
M302 always tells the companies we work with that the mark of a truly great company is not that they don’t make internal mistakes, but how they go about recognizing what’s happening with their staff, and resolving those internal issues that arise, immediately when they arise.
We wish you Peace…