Effective Multi-Unit Leadership by Edger Chris;

Author:Edger, Chris;
Language: eng
Format: epub
Publisher: Taylor & Francis Group
Published: 2012-08-15T00:00:00+00:00

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Case 6b – Fostering Indebtedness through Protection from Punishment

The quotes below are a selection of reflections garnered from interviews and focus groups with unit managers and MULs on the important role that protection from organisational sanctions and retribution has to play in fostering indebtedness, trust and discretionary effort;

‘It is quite clear to us (Regional Operations Managers) that some of the rules and procedures fall into the ‘business prevention’ category but the Audit Team hammer the units if they don’t comply when they come in and do their quarterly checks. What I do is tell my people to ignore some of the trivial box ticking and focus on what really matters – the customer. Anything that relates to selling more … creating a good customer experience in a safe environment will do for me … There have been times when I have gone to quite senior personnel to get some of these ‘process jockeys’ off my case … My team know I stick up for them and am trying to so the right thing so (as a consequence) I think they trust me and therefore ‘put more out’ for me … I really do’. Regional Operations Manager, Retail.

‘…to a certain extent we are made to look like dicks on occasions because things hurtle down that we have no input into but can have quite bad effects … my people can look at me sometimes and think what power does he have!… so the way in which I get people on-board is to cut a deal with them really … ‘you concentrate on what is really important and I’ll do my best to act as a shield against all the crap ‘… ‘if somebody comes in for you I promise I will protect you – they will have to sack me before you! ‘… it is this, what I call – as the guy in the Fokkers film put it – the ‘circle of trust’ that keeps the show on the road! … because my team knows that I will do everything to protect them from the Centre I can rely on them to do things for me ‘quid pro quo’’. RBM, Hospitality.

‘You can never be 100 per cent with anybody but I think I have a good relationship with my District Manager … once I got a low score on my due diligence and was black rated on the BRAG (black, red, amber, green) Report… he could have disciplined me but appreciated the pressure I had been under through lack of staff … (how did you react to that?) to be honest he knows that I will try my best for him because he has protected my back! … Unit Manager, Leisure.

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