Page 18 - Twenty Four Lessons for Mastering Your New Role

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Departing workers have
nothing to say
Pick the brains of
departing workers

When an employee quits, you have a golden opportunity to learn
how to do your job better. How? On or just before the worker’s last
day, schedule an exit interview.
People on the way out the door often speak freely about how
they—and their co-workers—view management. All you have to do is
ask smart questions and listen.
Invite departing employees to give their opinions about what you
and your organization do right and wrong. Take notes. Show interest
in their observations and follow up.
Most employees, even embittered ones, will remain civil while
sharing information and insights that make you a stronger, wiser
manager. Once they see you’re eager to pick their brains, they’ll usu-
ally open up.
Don’t assume departing employees will use the exit interview to
settle scores with colleagues, unleash their pent-up anger at compa-
ny policies or lecture you about misguided change campaigns, or
management screw-ups. Asking neutral questions helps. “Can you
describe the level of teamwork you’ve experienced?” is better than
“Are you disappointed in our teamwork?”
Assure employees of confidentiality. Explain that you value their
input and you want them to raise honest concerns.

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