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I like Subway and a
few times a month I eat there. But
there’s one location I no longer visit. Here’s
why. There’s a young worker who is
impolite, very impersonal, and at times, just downright mean and nasty. She certainly takes the “customer” out of
“customer service.” I stopped going
there because it’s a negative experience and I have alternatives.
I often tell people that you never know who you might meet
that can help you. Any chance encounter
could change your life. It may develop into
a new job offer or a career change that takes your life in an entirely new direction. Always flip the switch and be professional,
polite, and smile!
You, Your Managers, and Supervisors
Some managers and supervisors don’t get it either. They start out their day like the Subway
girl. Impolite, rude, and sometimes
mean. They become unapproachable and
their workers avoid them. Who would want
to work for such a person or discuss a safety-related issue with them?
Take a moment, and think about a front-line leader who you
work with that never seems to be happy. How do people react with them? Do others avoid them? Is that manager able to get increasing levels
of engagement from their workers? Do the
workers’ behaviors and moods often seem to reflect the mood and demeanor of
their boss? Now, contrast that with the
other manager. Think about the other leader who is polite, smiles, and has
employees wanting to work in their department.
See the difference? Is that
difference reflected in lower absenteeism, incidents, and other important
indicators?
We can engage people or drive them away simply through our
disposition and demeanor. I remember
once asking a frowning worker at a retail establishment, “Are you happy?” She said,“Well yes.” I replied, “Well, you better let your face know it.”
She smiled and immediately, the entire climate changed as well as her
demeanor and mine. You, your managers and supervisors have that power
too! Tap into it. Relationships matter – relationships improve
safety engagement and your ability to influence the safety-related attitudes
and actions of everyone around you.
Your demeanor matters, so check it, monitor it, and be aware
of it - every day!
