Manager: Don’t Require Your Staff To Do That Which You’re Not Willing To Do
I wrote a post a while ago about multitasking. In that post I mentioned a particular time when I asked our customer service representatives to answer chats and phone calls at the same time. It seemed like a simple request. Heck, I can do chat and I can answer phone calls so what’s stopping me from doing them simultaneously?
I decided to give it a shot for myself and quickly realized that it’s a lot harder than it looks. I inevitably recited my chat answers to the person I was speaking with on the phone and vice versa. On another occasion I got wrapped up in the phone conversation, resulting in significant delays on the chat.
What a frustrating experience! It’s so easy for us management types to say things like “It’s so easy” or “Anyone can do that” or “Multitasking is a must.” In the case of this manager, those were my famous last words. After trying it for myself, I quickly realized that my expectations were unreasonable. Here’s a simple rule of thumb for managers:
Don’t require your staff to do that which you’re not willing to do
Not only will you gain a good understanding of how reasonable your expectations are, but you will gain the respect and admiration of your team as a boss who truly seeks to understand before being understood. (Thank you Stephen Covey)