As the leader of your business, you play an important role in driving your business forward and setting the stage for how employees will act, communicate and perform at work. Your approach to meetings, communication and resolving conflicts can make employees and customers want to be a part of your journey, or choose to work with someone else. As the leader, your vision, or your idea of where you want your business to go, will guide you and the team as you make decisions about growth, marketing, sales, products and beyond. Whether you’re a natural leader or new to managing others, being successful doesn’t happen overnight. The trick is staying committed to doing your best and continually improving.
Communication is key
Just like in your personal life, how you communicate in your business will impact your relationships with every employee and customer. Poor communication can lead to misunderstandings, lost business, conflicts and other issues in your workplace. Likewise, clear, open communication can help you attract workers, inspire your employees to do their best, build a positive reputation among customers and stop conflicts before they start. When it comes to communication, these tips will get you off to a strong start:
- Explain policies, payroll, salaries and expectations clearly
Make sure employees have a positive experience with you from the very first conversation. Be clear about what’s expected of each employee in his or her specific role, your workplace policies and your goals for the business. When employees know where they stand, they feel more comfortable and are more likely to succeed at work. - Treat vendors, employees and customers with respect
As the owner of the business, you’re likely to come into contact with a wide range of personalities, some of which you’ll probably find easier to work with than others. When you dedicate yourself to maintaining a positive, respectful tone in every conversation, you’ll find that others will follow your example. Relying on empathy, or your ability to put yourself in another person’s shoes, is an important step toward creating a work environment where everyone feels respected, valued and understood. Treating everyone with the same level of respect, no matter their position, will also set a good example for your employees. - Hold regular check-ins and/or reviews
No matter how small your business, setting aside time to check in with employees on a regular basis will allow you to keep communication open and get to the bottom of potential issues before they start. Some topics to cover during these meetings may include: challenges the employee is facing, goals he or she would like to meet, whether workload is manageable, if there is anything you can do better as the employee’s manager and any additional support the employee may need to succeed. During these check-ins, and any communications with employees, work to create an environment where everyone feels safe acknowledging mistakes. When this is the case, it’s easier for all members of the team — including you as the leader — to address missteps when they happen, minimize any damage and figure out a plan to help ensure they don’t happen again.
For a team of more than two, consider brief, weekly all-staff meetings. Set a structure or agenda for these meetings, with an opportunity for every participant to bring up questions or issues. Just make sure not to let meetings get sidetracked or go beyond the time you’ve planned. If there are still ongoing items to discuss when the time is up, consider adding them to the agenda for next week’s meeting. If you have just one employee, consider a monthly lunch or “check-in” to ask how they are doing at work and how you can support them best. - Recognize employees’ improvements and contributions
Every worker, no matter their background, role or level of experience, wants and deserves to be recognized for what they do well. This may mean a quick verbal thank you for going above and beyond with a customer, or a quick note acknowledging the employee’s strengths. Another option is to have a special box where anyone in your business can submit notes thanking or acknowledging others. You can post the notes on a board or read them off at a group meeting. For a staff of more than four, consider recognising an “employee of the month” with a certificate or a small gift. - Maintain an open-door policy
Being a good listener is one of the best ways to ensure great business communications. Start by making it clear to employees that you’re available to discuss questions or issues. During these conversations, limit distractions by silencing your phone. Be responsive about issues brought to your attention, confirming what you’ve heard, taking notes on the conversation and setting follow-up steps to show you’re taking the matter seriously. - Handle challenges with grace
No matter how well you communicate, conflicts may be unavoidable. Facing them head-on is always a more effective approach than avoiding them. Sit down with the person or people involved, ask each person for his or her input about the issue and voice your understanding. Repeat back what they’ve told you, brainstorm solutions to the problem, decide on next steps for a resolution, make a written note about the discussion and follow up to make sure it was resolved. As the leader of the business, this sets an important example for others. Note that serious conflicts related to discrimination will require a very specific response, particularly depending on how many employees you have. Get familiar with which national anti-discrimination and harassment laws may apply to your business. Be sure to also make yourself familiar with the anti-discrimination and harassment laws for your region, county and city by contacting your local department of labor or consulting with a attorney.