The role of the front line supervisor is one of key importance to the overall success of the organization. Not only do they manage, oversee and guarantee the outcome of the work but they are the direct link between the labor force and the company itself.
The supervisor should be able to manage and oversee work as well as maintain positive relations with the labor force. Each supervisor must recognize his relational role with the labor force as one of dual importance.
Maintain Loyalty to the Company
First, the supervisor must maintain a solid and loyal front with the company. That is to say that the supervisor represents the company to the labor and is the company’s voice within the force. It is important that he be sympathetic to the needs of the labor without joining them in their complaints or grievances. They should have authority to solve minor grievances, thorough knowledge of the processes in place for solving valid issues, and well defined channels of moving valid grievances upward. With this must come the know-how to distinguish between genuine needs of their staff, verses their needs to vent and be heard.
Support the Front Line Staff
Second, the supervisor should view his role as one of supporting the labor. That is to say that the front line staff is his “customer.” As with any customer service relation, the supervisor should be trained in ways to acknowledge the human elements of his interactions with his “customer” (labor force). He should focus his attention on not only getting the work done, but on making each member under his command feel a valued member of the team as well as valued as a human being.
The Art of Listening
In order to accomplish these goals, supervisors should be trained on the basics of listening. Rather than rushing to provide “fixes” to problems or complaints, he should be well versed on the art of total listening. During each interaction he should be focusing on the speaker and not multi-tasking (taking calls or pushing papers while listening). Each “customer” should feel “heard” and allowed to voice their entire complaint before being interrupted with solutions. Many times the “customer” will solve his own problem if allowed enough time to talk through it.
The "Human Business Model"
Another important step for supervisors is to employ the “Human Business Model” to all “customer” interactions. This means starting and finishing all communications (verbal or written) on a “human” rather than “business” level. Some keys to this model are to begin with recognition of the person speaking, including knowing and using the “customer’s” name and exchanging “pleasantries.” Additionally, during conversation they should acknowledge the human aspects of their customer’s statements. Finally, all interactions should end on a “human” or personal note.
These concepts will take some mind-set training. In order for the supervisor to view their role as that of a strong base supporting their staff, rather than a heavy force above them, they too need this type of support and relations from their upper management team as well.
Aisha Al Hajjar - Aisha Al Hajjar (Natural Mom) Natural Childbirth Educator/Lecturer, Labor/Birth Doula http://saudibirthstory.blogspot.com/
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