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But I'm not a fortuneteller; I just look and listen for two things: Are the frontline employeesengaged in crafting and implementing solutions? On a Thursday afternoon, the unit manager sends out a message via e-mail to her 16 employees. Act 2: Management defines, engages, and tests. Then she implements a testing phase.
The first thing we did was engage in ongoing listening sessions. We sat down with small groups of employees across functions and talked about everything — including leadership, operations, compensation, benefits, and staffing. We couldn’t hit the pause button while we figured out what to do.
This can be difficult if the span of control is constantly changing due to business conditions or changes in staffing levels. The quality of the employee-manager relationship is also crucial. Too many employees reporting to one manager may signal that it is time to appoint another manager.
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