In our last meeting we learned to always say “I’m fantastically wonderful” when someone ask you, “ how are you” and we had an opportunity to make an assessment of ourselves. We also heard Chuck’s story. Although Chuck is no longer with us he is still contributing to our development. I hope you are following his advice. Today we want to look at another aspect of human behavior that, while difficult, is the key to success – leadership.
Have you ever hit your thumb with a hammer instead of the nail you were aiming at? Most of us have and it hurts! The same thing is true, in various ways, almost everyday, for the Front Line Supervisor, the guy with his nose to the grind stone
Expectations are high for the Front Line Supervisor. If he screws up (hits his thumb) it is immediate apparent and there is no place to hide. Everyone from the top and the bottom are watching. If he is a new supervisor then the problem is doubled. More about the new supervisor later.
Let’s get the bottom line up front and make me explain, in plain English, what I’m driving at in this episode. It’s called leadership! The Front Line Supervisor must be an exceptional leader or he will not succeed. His crew is depending on him and those above him are anxious that he turn in good results. They want to get the biggest bang for their buck. Take a look at this road crew story and decide for yourself if this fellow is a leader or not.
THE ROAD CREW STORY
I’m sure you have seen these road crews in America and Japan. The only observable difference is that in Japan the person directing traffic is usually a senior citizen or a young girl. In America and Europe women share the heavy work with the men. They will not have it any other way.
When I first started doing research for this book I spent a lot of time in libraries. However, it soon became apparently that all the material I was reading was not about the Front Line Supervisor but about someone higher up on the food chain. I needed a shot of reality and that is why I visited the road crew.
I arrived before the crew and found a spot where I could watch them without disturbing their work. When the yellow van arrived ,with the crew, nobody issued any orders as the crew, which included one female, disembarked. Almost immediately they removed lunch boxes (O Bento in Japan) from the Van and set them in a shady spot. The lunch boxes were lined up in a neat row perhaps in the order of rank. I tried to guess which lunch box was in charge, but soon gave up. They had achieved the first order of business for the day and were now ready to go to work.
Again nobody said anything ,as the tools were removed and people leisurely set out for their individual tasks which collectively would result in repair to the damaged spot in the road. To the casual observer (me) it was not apparent that anyone was in charge and I began to wonder if I was wrong about there being no such thing as self-directed teams, but then I knew someone belonged to that first lunch box. Sure enough, one of them, whom I had noticed was dressed a little better than the others and even looked a little cleaner got back in the Van and drove it to a place off the road where it would not be in the way of oncoming traffic. I guessed that this person was the supervisor. I approached him and after assuring him I was authorized to be there and what my purpose was. I started to ask him a few pertinent questions about assigning work and quality control. Before I could get an answer we were interrupted by some mild shouting over where the crew was working and he left me to look into the problem.
Bob – “She forgot the water jug.”
Mary – “Nobody told me it was my job.”
Bob – “Jugs are always a women’s job, Ha Ha.”
Mary – “Up yours.”
And so it went for a few minutes until the supervisor finally feed up with the bickering told them to go back to work. When Bob protested, that he was thirsty and wanted to use the Van to get some water the supervisor said, “NO” and then he told him in plain English to watch his mouth when talking to Mary. Grump, Grump went Bob, but Bob went back to work and on the way apologized to Mary.
I hung around all day. The supervisor told me “You won’t believe the stupid questions I get asked all day long. Just like a bunch of kids. Can I have this or that. My answer is NO. Many of my friends just can’t say no so they end up going places and doing things they don’t want to do. I like to keep my crew together, we’re close, he said. Even though I bitch about them, they’re good people. Every morning we punch in and I check the schedule. Everybody knows their job, because I trained them. Naturally there is some kidding around but everyone does their job without too much fooling around.” Who sets the standards? “ I do, was his reply.”
I watched with more than a little fascination at how this crew communicated. Rarely did anyone speak. Once in awhile they would look at the supervisor and he would shake his head yes or no. I figured they had their own secret language. Later I learned that this is true of all professions, doctors have their own language, airline pilots and work crews all communicated in their own special way.
What can we learn from this crew. I believe that the supervisor Hit’s the nail on the head when he says NO. What do you think? Should he have negotiated with Bob? Should he have made it clear earlier that no sexual harassment would be tolerated? Should he have checked to make sure that Mary brought the water? Did Mary really not know this was her job? Is he giving Mary preferential treatment because she is a female? What is this thing called leadership, anyhow? What follows are 10 (yeah, maybe I’m stuck on the number 10 ) leadership traits that you can use in connection with the 10 self-evaluation checks to grade yourself.
1. Know yourself and seek self improvement.
2. Be technically proficient.
3. Seek responsibility and take responsibility for your actions.
4. Make sound and timely decisions.
5. Set the example.
6. Know your employees and look out for their welfare.
7. Keep your employees informed.
8. Develop a sense of responsibility in your employees.
9. Ensure that the task is understood, supervised and accomplished.
10. Train your associates as a team.
There you have the essence of leadership. It is what the first lunch box guy or gal must do if the are to win that coveted spot as a SUPER FRONT LINE SUPERVISOR.
Before leaving you this month I want you to know that I’ll miss you. You are my customer and we will have a lot to say about who is who’s customer later. I also want to leave with you where this title “Whistle While You Work” came from. Remember Chuck? After he was stricken with cancer and had to retire he took up golf. He was not a good golfer and really irritated his friends because he was so slow. To overcome this new handicap Chuck started to whistle as he moved from hole to hole which was hard because he had had throat cancer. His fellow golfers soon relaxed and everyone played happily. He said, “how can you get mad at someone who is whistling or singing? Try it at your work place. It works!
What have we learned so far, (1) always say I’m fantastically wonderful, (2) make a self-evaluation, (3) follow the principles of leadership and (4) above all whistle while you work. Next month we will take up how to figure things out. See you on the blog.
