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Do this to make work better for everyone

Name: Do this to make work better for everyone
Uploaded: 2022-04-16T15:00:25+00:00
Duration: 40 s
Channel: Shanli Liu, CPA, CTP
Description: In this segment, the speaker identifies a common root cause of team dysfunction: the tendency to over‑discipline frontline staff while under‑disciplining…

16 Apr 2022 · 1 min

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In this segment, the speaker identifies a common root cause of team dysfunction: the tendency to over‑discipline frontline staff while under‑disciplining managers. This imbalance stems from emotional ties and longer tenure with management, which blinds leaders to managerial weaknesses. The speaker argues that instead of blaming individual contributors for missed tickets, refunds, or poor service, leaders should question why managers are not holding their teams accountable, providing coaching, and enforcing standards. The core recommendation is to shift focus to managerial accountability and active coaching to improve overall team performance.

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This is probably the root cause of a lot of issues that happen on a team. Overfire and overdiscipline frontline, and we underfire and underdiscipline management. Because often we like management, they've been here longer, they've been with us since the beginning, we're typically closer to management, so we have more emotional ties with them. Blinds us to their weaknesses. And then what we do is we skip over management, we go to frontline. We're like, why is Sally not doing her job getting these tickets? Why is Billy not getting the refunds that we asked him to collect? And why is Sally not giving the best customer service? And then we talk to the managers about it, we're like, hey, why is 'not doing their job,' blah blah blah. The actual question you should be asking is, why are you not holding these people accountable to doing their jobs? Why are you not coaching these people and doing their jobs?