Everyone is Important

Everyone has critical skills and knowledge that are important to many other people in the company.nnUse Better Titles for Each PersonnSome years ago, when I started in business, the job of the receptionist was to answer the telephone and direct the callers to the appropriate people. Today, however, her job is far more complicated and, therefore, more important. Since she is the first contact that most customers have with our business, her personality and temperament are extremely important.nnThink About Your CustomersnThe prospective client who telephones begins forming an impression of us the instant that the telephone is answered. Then, because our companies are doing so many things, she must tactfully ascertain exactly how the caller may be best served and who is the best person in the company to direct the telephone call to.nnOne Person Can Make the DifferencenIn many cases, there are requests for further information, and follow-up telephone calls go through our front-office manager. Her ability to handle these calls effectively, to direct calls to the right people, to take accurate messages, and to act as the core person in a network of communications makes her job so important that it is essential that she sit in on all staff meetings and be aware of everything that is going on.nnKeep Yourself InformednYour job in your company also requires that you know a lot about what is going on everywhere else, as well as being thoroughly conversant with what you do. And the fastest and most accurate way of keeping current with what is going on is to develop and maintain a network of contacts, an informal team of people within your workplace who keep you informed and who you keep informed in turn.nnEncourage Participation and InvolvementnThe old methods of command and control now exist only at the old-line companies, many of which are fighting for their very survival. Today, men and women want a high degree of participation and involvement in their work. They want an opportunity to discuss and thoroughly understand what they are doing and why they are doing it. People are no longer satisfied to be cogs in a big machine. They want to have an integral role in achieving goals that they participated in setting in the first place.nnBuild a Top TeamnBeing a team player is no longer something that is optional. Today, it is mandatory. If you want to achieve anything of consequence, you will need the help and cooperation of lots of people. Your main objective is to structure everything you do in such a way that, because you are constantly cooperating and working well with others, they are continually open to helping you achieve your goals.nnAction ExercisesnHere are two things you can do immediately to put these ideas into action.nnFirst, recognize that every person in the company is essential to the smooth functioning of the organization. Take time regularly to discuss their jobs with them and understand what they do.nnSecond, identify the things that you do that can really affect the work of others. Then, look for ways to do your job so that you help others in every way possible.nnLeadership: The Critical Differencenn