Business mentor: Giving orders doesn't make new ideas work

Q. Every time I introduce a new idea to my staff, they seem to be against it from the start and we eventually revert to as we were. How can I effectively introduce improvements to my business?

A. Mike Wiggins, managing director of Icon Business Solutions, replies:

It is common for many small business owners to be frustrated when trying to introduce changes to their business.

Many of the changes are not planned or communicated and each time the business owner (or manager) tries to introduce measures to solve a problem it falls flat because the staff won't have a bar of it, and in the end the owner gives in for peace and quiet.

The main reason for this is that many businesses (or business owners) do not have any systems or procedures in place and rely on controlling staff by verbal direction instead of maintaining control of the business through written systems and procedures.

The simple answer is communication.

Communication is not just telling your team of changes that you want, but involving them in the process right from the start.

By the start we mean the start of their employment.

Most small businesses do not have a hiring system, job descriptions, an induction or ongoing training programme for their team and rely on a "throw them in at the deep end" process.

New team members often learn all the quick ways from existing staff. That then becomes the company culture and any change is resisted by the team. There are no consequences for not doing something, so resisting change is easy.

Some employees will claim that business owners do little to communicate with them. Others say they receive vague instructions that are difficult to follow (but the owner knows what it means!).

Ineffective communication often results in poor cooperation, lower productivity, undercurrents of tension, gossip, rumours, increased turnover and absenteeism.

Understand that communication is a two-way street and involves giving information and getting feedback, and that the information is given as a service to your staff, not to power over them.

To effect business changes or improvements, talk with and involve all team members. Inform them of the reasons for the changes, seek their opinions, ask how they could participate. Ask them to set the standards that you require by involving them in the process (under your guidance) and get them to write up the changes with you - everyone then has ownership.

The changes then become standards and part of your business and employment manual so that every team member knows and is trained in what is required.

By involving and communicating with all staff in all aspects of your business you can build loyalty and trust as well as ownership of business performance.

Written employment systems and work procedures take away misunderstandings and the ambiguity of "I told you" situations which lead to "I might as well do it myself".

You are then managing the systems and procedures instead of individual people. As people leave and new team members are employed, you will find everyone is working to the same set of rules every day. By continued communication you and your team can make changes and your frustrations will be few.

* For more information Email Mike or ph 09 579-8720