Page 99 - Becoming a Successful Manager

90 ESTABLISHING A SOLID DEPARTMENTAL FOUNDATION

thinking; the facts aren’t enough. You need to sense the feelings
and motivations behind the words. And remember, for every one
of us, it’s the feelings, the emotions, that drive our behavior.
How do your employees feel about you and about each other?
How do they feel about their jobs? About what you ask them to do?
About your methods of handling problems? If you listen—really
listen—you’ll detect the clues that will help you answer these ques-
tions. You’ll sense the motives and the passion behind your employ-
ees’ actions. And that’s what forms a bond, a relationship. If you
don’t listen carefully and attentively, you’ll create a distance between

Discovery Lesson 1

Take a physical or virtual walk through your department and pay close
attention to what is going on. Send out a simple message and see what
comes back. Listen carefully to the words, and think about what the
words really mean, what meaning a certain tone of voice is conveying,
and which particular words have the potential to set off or cool down

a conflict. If employees speak differently to different co-workers, try to
determine the precise difference and what might account for it.

yourself and your employees because you will not hear what they are
trying to tell you through more subtle forms of communication.
Applying what you learn from listening to your employees
will help you better deliver your messages and ideas to them. By
increasing your sensitivity toward your employees, by learning