Page 63 - Becoming a Successful Manager

54 ESTABLISHING A SOLID DEPARTMENTAL FOUNDATION

The cornerstone of such a foundation consists of fi ve essential
elements:

• Build trust
• Solicit feedback
• Inspire motivation
• Hone communication
• Expect and deliver quality

Building a foundation of which you will be proud is the sub-
ject of Part II. Each chapter provides an essential building block
in the foundation of a problem-solving culture. Success in your
managerial role is driven by how well you incorporate one or

more of the five elements into your foundation. Some of the ele-
ments in this part are described below.
You will learn the effect of attitude on actions, both positive
and negative. You will also learn that there is more to listening
than meets the ear.
Responsive listening leads right to the art of asking questions.
There are productive and destructive ways to ask questions.
Productive questions will help you perpetuate open commu-
nication toward achieving the group’s mission and objectives.
Destructive questions will evoke defensiveness and send all
those involved down a “weeded” path. Mastering the art of
asking questions enables you to effectively connect with your
employees and help them solve problems.
You will also learn to constructively criticize employees so
that they view the criticism as a gift. All too often, criticisms
are confused with adverse judgments. The intent of the for-
mer is to be helpful and foster improvement, while the intent