While it’s exciting to get promoted, not having management experience can mean it’s hard to step out of that co-worker role and into your new responsibilities. Being a good leader is a completely different skillset, and you won’t always get it right. It takes work.
Managing a team who all have different personalities, motivations and ability levels isn’t easy – especially in a high-pressure, customer-facing environment. From handling conflicts, dealing with paperwork and making tough decisions, there’s a lot more to management than simply being good with customers.
When you’re getting the best from your team, you’ll have a positive and productive workplace. If you’re struggling, help is at hand.
Here’s some of the common challenges new managers often face:
Communication
Miscommunication is the root of many workplace conflicts and performance issues. As a manager, you need to be able to clearly explain your expectations, give constructive feedback and get everyone on the same page. It’s not just about talking, it’s about being able to listen well too. Work on developing active listening skills to make sure your team feels really heard, so they know that you understand their perspectives and concerns. Make time for regular one-on-ones and team meetings to keep everyone in the loop.
Delegating and prioritising
It’s easy for new managers to fall into the trap of taking everything on yourself. You need to know what your manager expects from you and have help from them to prioritise things. Learn how to delegate and have everyone play to their strengths. Make use of any training that’s available to you, and make sure that your team has any training they can access, or that you feel you can help them with. Give everyone the authority and accountability for their work, so that they feel empowered to be the best that they can be.
Managing conflict
Tensions and personality clashes are inevitable in any job, but particularly in the licensed trade, where everyone is working in really close quarters in a high-pressure environment. Don’t ignore any issues that are brewing. Act quickly and impartially to mediate feuds before they blow up. Enforce policies consistently and ensure everyone feels heard and respected.
You can see our blog on de-esculation techniques here to get the best tips for customer and internal conflicts.
Decision making
As a manager, you’ll frequently have to make judgment calls – including tough personnel decisions. Don’t blindly go with your gut instinct. Gather data, get input from others, consider potential implications and weigh pros and cons before acting. Be accountable for your choices.
Building staff expertise
See what can be improved and give informal training to get your team where they need to be. Development is a process and doesn’t happen overnight, so keep regularly checking in that people are moving in the right direction.
Motivation
Keeping your team engaged, driven and operating at their fullest potential is a core management objective. Learn what motivates each of your employees – whether it’s praise, incentives or professional development opportunities. Adjust your leadership approach to bring out their best. But also remember that nobody is 100% every day of the week. Be kind when people are struggling and find ways you can help get them back to their best.
Building respect
Respect doesn’t come from ordering people around. It’s not given; it’s earned. Your team aren’t in the army and coming to work shouldn’t feel like conscription. Respect comes from consistency, making people feel included and being open, honest, impartial and clear.
Learning as you go
Learning as you go
There is no perfect manager. Everyone makes mistakes, but the best managers use those mistakes as an opportunity to grow and come back stronger. In the meantime, keep learning and work on what you can develop yourself, don’t be afraid to ask for help where you need it.
