In the A-Z of Hospitality Leadership C is for Communication
This is probably one of the areas that gets most criticism from staff of their managers and organisations as a whole. People hate being left in the dark.
There’s nothing more frustrating, and demotivating for staff than lack of communication and being kept in the dark. Unless people know what’s expected of them and what’s going on you’ll end up with an unhappy team, and ultimately an impact on performance levels and increased staff turnover.
Hopefully the communication starts with a thorough induction, which includes not only an outline of their job and what’s expected of them, but how their contribution fits into the bigger picture, the values and culture of the business and an insight into what happens in other parts of the business.
Your staff need to be kept up-to-date all the time. They need to know what is going on in the business, and how this will affect them through daily briefings and regular team meetings. They need a forum to put forward and share their ideas and receive updates on the business performance as a whole.
The value of regular one to ones should never be underestimated and provide an opportunity for feedback on how they are doing, and to let them know their contribution is important and valued. These should be two way, provide an opportunity to ask for help if needed or for talking about their on going development.
And finally don’t forget the value of the impromptu communication. This might be anything from a simple “thank you everyone” at the end of a busy shift, to the ’emergency briefing’ when something big hits, or change is imminent.
Communicating throughout any change is vital. Few people like change when it could have an impact on the status quo, or threatens the security of their job. Introducing new equipment could give rise to concerns over how well they may pick up the new procedures or even that it might do them out of a job; changes in management or ownership could make people nervous over the future of the business. So whatever changes are afoot tell your team what you can; what it means to the business, and to them as a team or individually, and how it will impact on their jobs.
If you don’t give people the facts, they’ll soon make it up!
Communicating with your team is key to effective leadership, and the skills needed will be covered in detail in Leading for Peak Performance Foundations of Leadership ProgrammeShare This: