A recent study by DeWolff, Boberg and Associates found that front-line managers spent less than 6% of their available time performing proactive supervisory interactions. That means that less than 30 minutes of each 8 hour shift is spent in proactive interaction with all department personnel. What is happening is that supervisory time is being heavily dominated with activities that are typically reactive in nature. Managers are spending most of their time responding to problems brought to them by employees. The issue is that front line managers are not communicating necessary performance expectations with employees. When front line managers elect to assume passive management behaviors personnel too often lack direction and a clear understanding of expectations. The results equate to poor effectiveness in controlling costs and increased levels of errors and inferior customer experiences.Jewelry managers cannot afford to assume that employees are properly empowered or self directed and need to exhibit more proactive supervisory interactions. Do a quick analysis of how front line managers are spending their time. Track how much time in a typical day is being spent in proactive supervisory interactions verses reactionary problem solving. Consider the cost to the organization when employees are not properly trained to handle issues effectively and efficiently. Get out in front of the challenges of managing and running the business by being more proactive in managing employees.

JCK