If Catherine the Great could do it, so can you. Not become Czarina of Russia, of course. But treat people well, in a most unique way. How? Inside her Winter Palace in St. Petersburg, where she met her subjects regularly to discuss mutual concerns, which she did without any trappings of office—no crown, no mantle, no nothing, just her and her guest, person to person. In this room everyone was equal. Each could speak freely, in confidence, without fear of retribution or embarrassment. This idea still works well today, when we have to do more with less through better collaboration. Here are three ways to create this ultimate shared space and gain the benefits of regular heart-to-hearts with your people.
Set up your Hermitage
1Literally. Designate a place where you regularly invite people who work for you for some honest talk, one to one. Make sure it's a neutral place, where all parties feel comfortable. Give it a name that identifies what goes on there ("The Truth Room" or "Honesty Central"). People will know how to behave if you keep reinforcing the idea that here, anything can be said. The only guideline is that what's discussed must be honestly felt and courteously delivered.
Take the lead
2Too often, employees don't talk honestly to bosses. Managers have to model to employees that straightforward talk is not only acceptable in this Hermitage, but expected. This doesn't mean that private issues should be discussed, but personal feelings about business issues certainly should be. "Tell me honestly, can we really meet our projections?" "What's the word on the street about our new product?" "I'm having a difficult time getting agreement about the conference's new format; got any ideas?" Such questions stimulate an honest give and take, which is the true purpose of your Hermitage.
Be a great listener
3Most people listen at about 25 percent efficiency. A great listener, who can read nonverbal and vocal cues, will often understand more about what's being communicated than the actual sender does. Before you reply to what's being said, repeat or restate what you hear, ask for confirmation, and then respond. This alone will create a reputation among your people that at least here, in this shared space, they will be heard.
In this fast-paced, international marketplace, face-to-face meetings are not at all a relic of the past. In fact, the late Akio Morita, CEO of Sony, called them the number-one form of communication in the 21st century. Why? Because he knew that, even in a thoroughly technological era, it's critical to keep in close contact with your people. Evidently all smart leaders, be they czarinas or CEOs, understand this and do it with gusto.
Dr. Tom McDonald, a Ph.D. in psychology, speaks on "People Skills" needed for "Business Results." Reach him in San Diego at (858) 546-0883 or
[email protected], or visit www.drtommcdonald.com