Management must have iron fist in velvet glove

Most business owners would agree that they didn't start their businesses to manage people. It just comes with the territory, right?

As a result, some mangers and/or owners never become good at managing others. They are busy trying to run their businesses and carry out the necessary functions for success.

Managing others ineffectively can cause many problems in the workplace and risk for the employer. It also can become very expensive. Ruling with an iron fist or being too tough inevitably will create turnover. But before that happens, it creates fear. Your staff will avoid asking you for direction or telling you if they made an error.

Another potential problem is claims of unfair or disparate treatment by their manager. Management style is vital in protecting you and your company.

The adage, "You can attract more bees with honey," sometimes can be true, but you want to be careful that you're not being too nice and accommodating because that, too, can send the wrong signal. You could appear like a pushover to your staff. The other extreme is the drill sergeant approach, being too hard and unapproachable.

Here are some suggestions to having an iron fist in a velvet glove:

--Getting off on the right foot: Clearly define each employee's role and responsibilities. Often the misunderstandings come from responsibilities that are not clear to the employee.

--Listen: OK, I know this one sounds simple, but sometimes we say we're listening, but really we just hear them talking and wait for them to stop so we can speak. Active listening is the best way to pull this off. Try repeating what is being said to you.

--Attempt to find fair solutions: Work with the employee to find solutions to their issue. This builds credibility.

--Give constructive criticism: A good rule of thumb is to honestly ask yourself, "Does this build up or tear down?" If in doubt, come up with a better way to say it.

--Address things as they happen: Letting things go will lead to frustration for both parties. Dave Ramsey said during his EntreLeadership seminar that "conflict tastes better fresh."

As a closing thought, I will refer to those wise words our mothers and grandmothers always said: Treat people like we'd like to be treated.

Unfortunately, bad experiences are memorable. I'm sure you can think back to some of your first experiences in the workplace, and you probably can vividly recall the bad supervisors and managers.

Ask yourself, what did they do badly? What was wrong with the way they managed you? Do you have it in your mind? Now, don't do those things to your staff.

Pat Eardley is a human resources adviser with more than 16 years' experience in human resources management. She supports small-business owners, allowing them to have more time by focusing on creating a successful business environment for them and their employees. Find out more about Eardley and the services she offers at www.pateardley.com.

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