Call the CEO: Great tip from a Senior Slacker Manager
Over at Gal Morale, Donna Cutting shares what the Colin Reed, CEO of Gaylord Entertainment does to keep the lines of communication open with his associates. He calls it Call the CEO, it happens once a month, and here’s a bit of what Donna shared about this outstanding idea:
Any employee - that’s ANY employee - in the company can reserve a time on this specific day to call Colin. They can call for any reason.
That’s pretty cool, and pretty unusual, for any CEO to do.
Let’s think about what you can do as a manager to keep the lines of communication open.
Here’s a few of my thoughts, and I’d love it if you added your suggestions:
- Manage by walking around - spend 3-5 minutes each day with each member of your team in their space, to see how their day is going. WARNING: If you’re just starting this, folks may think you’re looking over their shoulder. Start slow and focus on personal type stuff, not work stuff.
- Do weekly O3s - One-on-one (O3s) meetings with each of your direct reports is a great way to keep the lines of communication open. Again, start slowly, ask open ended questions, and don’t worry as much about coaching as you do about just keeping the air clear.
- Have bi-weekly team meetings with open discussion at the end of the meeting for at least 15 minutes…and SHUT UP! - Ask your team what they have on their mind, and let them air their grievances. Most folks desire to be heard FAR MORE than they want the world changed, and who knows, you just may get that world changing idea from the most likely source.
So what do you think? Got any ideas on how to keep the lines of communication open? This community is only as good as you make it, so share your tips and tricks below.
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7 opinions for Call the CEO: Great tip from a Senior Slacker Manager
Michael Morton
Aug 8, 2007 at 11:24 am
Wesabe.com has the same thing except customers can call the CEO every afternoon. Read about it here:
http://marketingmonster.wordpress.com/2007/04/26/got-a-question-forget-customer-service-talk-to-the-ceo/
Jordan
Aug 8, 2007 at 6:35 pm
May I suggest that if you’re going to start walking around to your employee’s workspaces that you position yourself, at least in the beginning, so that you are not in a position to look at their computer. Even if your intentions are purely innocent, it’s likely that a few people are going to be either working on a personal e-mail, or perhaps just don’t want their worked “judged” until it’s finished. (i.e.- perfectly productive employees may be sluggish in the morning and pick up pace in the afternoon, but they don’t want you to know that — they just want you to see the finished results). If you position yourself in such a way that you don’t appear to be “checking” what they’re doing, and also announce your presence as you approach, then people will be much more at ease with you, as opposed to feeling nervous about what they were just doing (or not doing).
Phil Gerbyshak
Aug 9, 2007 at 6:18 pm
Great article Michael. Thanks for sharing it with us.
Jordan - great suggestion. It’s been a while since I started this, so the shoulder diving question was forgotten. I appreciate the reminder!
Steve Roesler
Aug 10, 2007 at 10:07 am
Bullet Point #3: “Shut Up” yields huge dividends.
We’re often so intent on crafting a response to whatever is being said, we miss the real point and the possible opportunities. And: the person doesn’t think we really listened (that person is right!).
Have the meeting with the understanding that (the manager/CEO) will only ask clarifying questions or offer encouragement where it is genuine. The other part of the understanding is that, after a specific period of time. (s)he will follow up individually–in some way–with each person who contributed.
That way everyone gets heard and the CEO has a chance to synthesize over time instead of feeling the need for an in-the-moment response.
Good post!
Phil Gerbyshak
Aug 11, 2007 at 9:11 am
You are absolutely right Steve. We can get caught up in the response mode that we forget about the listen mode.
Genuineness goes without saying, in my book, but you’re right, it is VERY important to have that genuine feedback and not just a pat “You’re doing great” comment.
Excellent reminders. Much appreciated Steve!
leslie
Aug 15, 2007 at 2:21 am
This is a good suggestion which I will practise. Thanks
Phil Gerbyshak
Aug 15, 2007 at 3:43 am
Leslie - you’re welcome. I hope these tips help you become a better slacker manager.