In a discussion with a group of PAs recently, it was suggested by an attendee that he was one of the few people in the business who actually spent any ‘quality time’ with the MD. A number of people agreed. This is perhaps not surprising as we tend to communicate more and more via the magic screen these days and this has drastically cut down the physical (even voice only) interaction to a minimum; reducing personal interchange to ‘How are You?’ or worse ‘hay?’ As a reply, ‘I’m OK’ is even worse [try saying it in six different ways to convey different emotions].
It reminded me of one of the great ‘new’ management techniques introduced over twenty years ago called MBWA or Management by Walking About. It suggested that every senior manager should regularly get out of the office and should go and chat to staff, at all levels, across a range of departments in the business. The notion was that by being seen and more importantly by listening to people you would get the best possible measurement of the company’s health. By asking a series of open but none threatening questions people you could identify the hot spots, the difficulties and even the weaknesses within the structure.
To be able to achieve a state of MBWA the Director, or more correctly his or her PA, has to find time to do it. But, as someone who has practiced the technique, I can promise the return on the investment of 30 minutes first thing every morning or a couple of hours on a Friday afternoon is enormous. I believe physical communication is at an all time low it’s time to break the emergency glass and reach for MBWA.
If you say ‘It’s never going to happen around here!’ then it makes the role of the PA even more important because s/he has an added responsibility to inform their boss of the ever changing temperature of the business. Think about it and let me know your thoughts.
Gareth
APA Members can see a more detailed article on MBWA within the Knowledge Zone of the Members Only area of the website http://www.paprofessional.com/index.php?id=18
6 comments:
I've just been chatting with my Boss about this and we are (both) going to give it a try and see what happens. I'll let you know how we get on.
PS. Read the blog every day.
Hi Paula,
Great news! Is your boss the nutter? For others: see the 'Giggling' article below in the Blog.
It will be easy for someone who is so comfortable in his environment and good humoured to adopt this technique - he probably already does it anyway - but it can be tougher for people who find it hard to socialise or struggle with small talk.
Only word of advice is to ensure he listns as well as speaks. It's and old saying but still true: we have two ears and only one mouth, therefore listening is twice as important as speaking!
Good luck with MBWA.
Rubbish! This always was just an excuse for time wasting and idle chit-chat. It can be extremely divisive for a senior manager to wander around talking to junior staff and it can allow fences to be jumped that were there for good purpose.
Dear Marie,
I would certainly not advocate managers aimlessly wandering around or the perpetuation of idle chit-chat but neither would I sanction much of the mindless emailing that goes on these days. It all a matter of common sense, good grace and a clear understanding of what is, and what isn't, acceptable. All things that should be communicate regularly.
All means of better communication are just that and should be used intelligently, sensitively and within the confines of a well ordered (managed) structure. One lesson for exponents of MBWA is to ensure that middle managers are briefed in advance: 'Hi Gemma, just to let you know I'll be walking around marketing later today, anything I should know about?' or they should be engaged quickly after the event if any revelations are revealed: 'Gemma, just a word to the wise, Andy seems extremely agitated about something today, may be worth a word with him!'
I agree that it doesn't work everywhere but I have seen it work many times, in many different environments - and to great effect.
I book 'walk around' time in the diary. Additionally, every month I ask 2 departments to get together in an office and my boss joins them for lunch or afternoon tea - they can talk about anything and everything (not necessarily work related) - the first time we did this I made sure I was there and I was able to assist in creating a relaxed environment where everyone felt comfortable including the boss! Communication is vital.
Great PA'ing Tracy. I passionately believe that good communication works every time.
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