Coaching up: the internal community

There is a different feel in the workplace. With the world as it is, with social media, the wars, and the issues that present themselves 24/7, nerves seem on edge wherever we go. Operating a golf property, where the magic of hospitality is the order of the day, can feel like an extra-large challenge even for the more experienced operator. In my own community, I have seen people become upset, in very demonstrative ways, for what seemed to be small, minor issues. It seems as if there is a thick air of angst all around. It is a difficult time, a time I have not experienced. Some people are mad, others sad. Others still are frightened, not trusting in the world around them. As the doors to the club open each morning, you and the team are expected to smile, to create grand hospitality, as the magic carpet gets rolled out. This stress might be creating a problematic situation for you and the entire operation.

Decades ago, we were taught to hire people, manage them well during their shifts, and treat them respectfully. We were told to stay away from personal issues: family and friends. We had a few stars on the team and others who couldn’t make the grade, just as today. The businesses did well. Some employees stayed for years; others moved on in short order. It felt normal for the time and place. Today, attitudes, expectations, and stress points are different, unlike those days long ago. It is important, I believe, to get to know your people, their true stories, and to work with each individual to recognize their strengths and their areas of need. There is something more. During these times, leadership must set the table differently. Understanding the changes may be subtle but can be essential to supporting all in these challenging times. Golf is still the game and hospitality is still the goal, while the stuff in this new, confusing puzzle should be observed carefully. In this In My Opinion post, I will provide three thoughts on how to understand the different needs faced by the members of the staff:

Meet more often: In order to understand how your team members are doing, meet more often as a group. The meetings can be shorter than the usual business meetings. It is important to observe, to listen and to provide the opportunity for all to speak. By observing more frequently, you may notice team members who are in need of additional help and support.

Listening well is an essential skill: These are challenging days. Whether in a staff meeting or during a one-on-one, concentrating on the individual is an important way to show care and respect. Listening, asking questions, and keeping your phone out of sight are strong personal leadership traits during this time.

The entire leadership team should take notice by walking around: An important leadership skill can simply be to walk the property and observe. Watching the operation with no specific objective except to help will provide a direct focus and more attention on what matters in the moment. By observing the interactions between team members or between staff and your members, leadership can learn simply by concentrating on the interplay. The value is in observing firsthand, not simply hearing a story from a third party. Being away from the office, out where the action is, brings potential issues front and center. In addition, the leadership may observe strong acts of personal service. Coaching up through observation is, I believe, a winning play.

*Please know that I am not a healthcare professional. Know that this post is asking you first to stop and think about the subject, your team, combined with the issues of the day. Spending more time with staff can help you and your team learn more. Listening and asking open-ended questions can also provide insight into how your people are doing. Every person has challenges in their job and other challenges beyond that job. While you cannot fix problems outside of your world, I believe it is valuable to understand how your people are doing and if adjustments should be made to their hours or their overall job description. Leadership is about observing and then taking positive action. Taking care of your people can be the most valuable part of leadership. 

Jack Dillon writes the In My Opinion post. Jack is an Author, Speaker, and Consultant. He can help you, your property, and your team. As an expert in service, operations, communications, and the golf shop, Jack can help improve your property and your team. His latest book: The Grand Tug of War: buying and selling in the Real World is available now. To reach out and learn more, go to: www.youdontknowjackd.com. You can schedule a Zoom meeting. You can also call Jack at 407-973-6136. Jack lives in Orlando.