Communication was the topic at a monthly management meeting last Sunday. And there were several suggestions of ways to improve communication between managers and clients.
One good idea was to simply pay attention to what clients are saying.
Managers are often busy or under pressure and don’t listen to clients. One senior manager pointed out that when we’re under pressure it’s much easier to react than to respond.
One of our more effective managers starts his morning by checking in with his crew members to see how their recovery is going. He keeps in mind that TLC's mission is first and foremost to help people change. He knows that if those working for him are focused on recovery their day goes better and they feel good about what they're doing.
A manager with ten years at TLC said that when he listens to a client’s concerns their issues often go away.
“People just want someone to listen,” he said. “When we give them the respect of listening sometimes the problem doesn’t seem so huge after all.”
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