Worker-Bees Know Best

Well-intentioned leaders who are called upon to fix a broken division, process or team are often ill equipped to handle the communication complexities hidden beneath the problem. What seems like the right move, typically backfires and lost ground cannot be recovered.

For example, the fix-it leaders have a tendency to congregate, behind closed doors, with the broke-it leaders speculating on solutions while ignoring the worker-bees who live within the mess. This creates a perception problem that divides everyone. A better approach is to go straight to the source of knowledge and build allies. So, the next time you find yourself in the fix-it role, adhere to these guidelines and watch as everything falls into place: 

• First, quickly determine who the most influential people in the division/process/team are (whether they have a positive or negative attitude). Schedule time with these individuals and listen to their ideas. These people are your change agents or possibly your change blockers and the stronger your relationship with them, the easier your work will be.
• Next, collect all of your notes from individual discussions. Lay them out on the table, ignoring names and titles, and look for consistent themes across all of your conversations. Issues that are brought up repeatedly are your highest priority.
• Look for “easy wins” and make quick decisions for positive change. For example, if the pop machine is broken, order a new one. This will help you build immediate credibility with employees. 
• Finally, when you ask employees to embrace a new process, help them visualize what their day will look like once the process is in place. Show them the benefits and then describe the work required to make that a reality.