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"Today I think that I will stuff up!" Some business owners seem to have that view that some of their employees come to work each day with this thought in mind. I don't think that anyone comes to work with that kind of attitude unless the culture of the work environment is something this has produced over a prolonged period.
I think that it is much better for all concerned for business owners to have the prime facie view that every person turning up for work has come to do a good job. This is because I believe that people will, for the most part, fulfill your expectations of them - whether that is good or bad. I appreciate that this can be a broad generalization, but I do think that there is a good deal of truth in it. So, here are some views I have come to about people in employment.
People want to do the right thing. The vast majority of people want to come to work and earn a fair day's pay for a fair day's work. People want to feel that they have made a difference. Okay, so there are a few people that have a chip on their shoulder and there is not much that we can do with these folk except just let them go their own way. Fortunately, these people are very much in the minority. Employees like to do a good job and to know that they have done a good job. The last part, of course, is up to you as the business owner to make sure that happens.
So the question is why do people "stuff up" when, for the most part, they don't want to? There are two main reasons for that. First they are human beings and we are not perfect. Perfection is a standard that the human race cannot ever achieve. The second reason is the lack of systematization in the business processes. If this is the reason, that is wholly a management responsibility. Having good systems, in which people are well trained, is the best way of reducing errors.
Catch people doing the right thing. I learned this lesson many years ago and it has been (I hope) part of my make-up. There is something in the make up of human beings that wants to find fault in another person. I think that this is based in fear. We think that another person may be better than us in some respect and we are afraid that the other person will get an advantage over us because of this; so we try to cut them down by finding fault. This can get to ugly proportions when someone has formal authority over another person. The faultfinding process can go on without ceasing. This might make the manager feel "safer" but it destroys the morale of the working environment, reduces productivity and costs heaps.
The opposite position is to catch people doing something right. This does take effort if you are not used to doing it. It is a complete change of mindset for some people. Be on the lookout for people that have acted in a way that supports the goals of the organization and then say so. This can be done in all sorts of ways. It can be by way of a quiet word, an e-mail, card, tickets to the movies and so forth. But the most important way is just saying thank you with sincere appreciation. You can have fun finding new ways to catch someone doing something right.
It is okay to fail. What? It is okay to stuff up? Yep. Many managers complain that their employees never take any initiative and cannot seem to think for themselves. I will almost guarantee that this is because of an environment where failure or making a mistake is a sin. And the scene is punishable by a range of unpleasant things. These can include being yelled at, given the "cold shoulder", dressing down in front of other work colleagues, being given less rewarding work and so forth.
It is vital to understand that employees growth and initiative prospers in an environment where the mistakes are seen as part of being a member of the human race and from which people learn. You may say that this will give people a license to keep making mistakes. Surprisingly, you will find that if you adopt an attitude of it is okay to fail, that your error rate will drop. Why? Because you'll staff will more readily admit their errors. Once an error is known, something can be done to stop it occurring again.
Recognizing that your people really do want to do the right thing and providing an environment where they can achieve this by learning from their mistakes and having positive recognition, will not only make work more fun, but all so put more money on the bottom line.
Wishing you easier business.
