Advice for a new manager, please?

Question

Hi all,

I'd appreciate your advice.

I have just got a new job as a Supervisor on London's busiest shopping street. I'm not sure how to cope and need help.

I'm doing 2 weeks training before I go live at the flagship store on March 6th, and have just finished my first week. The training store is much quieter than the one I will be in, but I'm struggling a little. I'm very aware that I need to learn as much as possible over the next few days, but the more I think about it, the more stressed I get.

My problem is that, although I've managed a (MUCH smaller) shop before, I find it hard to be assertive with the other staff members. In the past people have, not surprisingly, taken advantage of this, and I do not want it to happen again... I'm certain that my new team will do exactly the same if I let them. I need to change but don't know how to do it.

An example: yesterday I worked at my training store with sales assistants who have been in the company for years. I am obviously there to be taught the basics, but the fact remains that I'm a member of the management team. One of the part timers in particular is very bossy and seems to think that she gets the final word on everything. I need to assert myself as it is me who is meant to be setting tasks, but don't have the confidence to do it. If I carry on like this I will be hopeless at my store as staff will see me as a pushover. That would end in disaster.

How can I ensure that the flagship team respect me and listen to me? I've been considering having individual chats with everyone when I start, to get to know them and to lay down some ground rules but am not sure what to say.

I'm also worried about the more practical aspects. My merchandising is of a good standard, but I take far too long about it, spending too much time on little details rather than getting the whole thing done first. I know I need to stop that if I'm going to cope with the demands of the busier store. It's a habit I'm finding hard to break. Some team members have noticed this and I feel as though it makes me look incapable.

I'm not sure how best to organise tasks and make sure that everyone is doing them as they
should be. I will have to close the store, and during the last 2 hours of my shift will be in the office cashing up. The rest of the team will have to get the shop floor looking good while I'm away. If they don't respect me, they won't bother - so how do I make sure that standars are maintained?

HEEEELLP! x

Answer 1

I was the general manager of a medium-sized but very busy bookstore back in college and certainly found HR to be the toughest, most high-maintenance aspect of the job. Some strategies I remember being helpful are:

1) If not wanting to be the Bad Guy is a problem for you, it can be helpful to think of your position in terms of a *role* you have to perform that's ultimately in the best interests of everyone--one which may have very little to do with who you are as a person, but is required to keep things running smoothly and give your employees the sense of clarity and consistency they want and deserve. No one likes those lay-down-the-law moments, sure, but the day-to-day consequences of working under a manager who shrinks from that responsibility are far worse.

2) Don't micromanage--delegate! Besides slowing things down and distracting from focus on more urgent problems, micromanaging also sends the damaging message that you don't really trust your people to understand the goals of merchandising (or whatever task) and work out their own time management and operational strategies for addressing them. Almost always, the best efficiency strategies come about from managers listening to employees and putting into practice their feedback about what works and what doesn't.

3) First thing when you get to work every day, go around to all the people you're in charge of and ask How's it going, What are you working on, Any merch (or whatever) problems you've noticed we need to address, etc. Resist the temptation to plunge into your emails or reports or the like first. And after that, do your own quick walkthrough to see what tasks you should be directing your people to address that day, and get back with them right away about it.

4) Regular team meetings, even if informal and conducted on the salesfloor, are a great idea too (be sure to document what the main issues that came up were and do follow-up). Also maybe try regular merch walk-throughs to brainstorm together on what's working, what isn't, and how we can best divvy up the workload to make sure problems get addressed--that way, you empower them to take responsibility themselves.

5) Don't get too obsessed with the one or two employees who are always grumbling and dragging their feet. Have a talk or two with them if you've noticed they're measurably bringing down their own or others' performance (and be sure to document that), and for sure, immediately cut short any subversiveness they display in front of other employees by firmly reminding them that policy is policy and while you're open to constructive input, that doesn't change the fact that there's a job to do and requirements that limit the ways you can do it. Nevertheless, most employees know perfectly well who the unhelpful grumblers among them are, and hear their comments in light of that--so long as they feel the communication channels remain open and consistency is generally being provided.

6) If you're getting feedback that employees are getting conflicting directives from you and another manager, get with that manager (perhaps together with your GM) right away to hammer out the problem.

Good luck!

Answer 2

I've been there as I used to be a manager. You need further training (re your supervisory skills) and confidence. The confidence for me came from listening to hypnosis tapes (Barrie Konicov - impactpublishing.com I think is the website). Sounds flaky but it worked (takes up to 30 days though, try the "how to be popular one" - it hypnotising you re you automatically expecting people to like you & accomodate you so you are approaching people with an expectant energy about you & they do do what your say generally. There are lots of others on the website like public speaking, confidence & time management, but I think this "popular" one will suit you). No harm in trying.

You panic & spend too much time on detail - look how long your question is for goodness sake. Just do what's necessary & forget about the details. Be friendly to the staff & have an air of authority without being arrogant or aggressive, look them right in the eye when talking to them. Yes have individual meetings but don't appear unconfident, tell them of course you're new & are learning the ropes but don't let them know you feel insecure. Stay calm at all times or they'll get the better of you.

Think of the worst possible scenario, what if they ganged together & got you fired? So what, at worst you'd just take a step back & work as a 2nd in command to a supervisor somewhere else, or a senior store assistant. People will want to hire you in the slightly lesser roles & won't care if you failed in management. Maybe it's not for you anyway if you don't improve after trying the hypnosis tapes & with time & experience. If it's not for you then so what. You tried something & maybe it wasn't for you.

It is nerve racking to train work with staff that know more than you, just keep it light & breezy & get them to like you as a person & they'll be more supportive. Say things like, you've been here a long time, so I'm sure you're an expert at this, what do you think?, etc & get their input. If they say you figure it out, have a team meeting & tell them you'd like to run things as a team so would like their input & get them to offer their ideas & see if that works better for you. Praise them & make them feel valued, don't be a control freak.

Gool luck! There's an HR website in the states you can google search, can't recall the name but people in human resources answer your question for free.

Answer 3

Well, it's not good to be a push over, but it's not good to be a "stiff" either. Learn all the work rules and familiarize yourself with the employee handbook. When in doubt, call your human resources department for advice. Simply tell the employee you have to get back to them if you are not sure of the work rules. Be fair, treat everyone equally, don't have favorites, be consistent, don't make up side bar rules, always seek advice of the human resources specialists. Keep a sense of humor. Say good morning and good evening and don't be moody. Congrats and good luck.

Answer 4

I am a little over six months at being the 2nd in command. My advice is that you will make your mistakes. Learn from them. Do not repeat them. There are VERY few problems in this world that need fixing immediately. When you have one of those, you will know it, and react to it. The rest of the time, sit back, take it all in, observe, sleep on it, and make the best decision you can make.

When you make a mistake, own up to it quickly and apologize. Do not make the mistake a second time.

Finally, do not bring it home....leave it at work.

Answer 5

Sit down, write a list of the different departments. Then you can place the name of the person responsible for that dept. Make a check list of the jobs they are to do daily. Pass the sheet out to them only after you have had a group meeting with them, informing them you are now the one in charge. That

Answer 6

I think that your fear is that you really don't know your staff and don't know how they will view you or if they will talk about you or laugh at you behind your back or think of you in a negative way. In order for you to probably be more comfortable is probably to get to know and talk to each one of the staff, one by one. In being able to talk to each of them, get to know them. First, bring them into the office and tell them that you would like to talk to them to find out alittle bit about them and for them to find out about you. (each other) Ask how long they have been working there (that will tell you how much they know the ropes). Ask them if they would like to see any changes and if so, what. Then, tell them about you and where you came from, what you expect from your staff, what kind of manager you are (whether you are hands on or hands off or whether you are a control freak or demanding or layed back (which is probably you). What they should expect from you and that you always have an open door policy. Tell each of them that your expectations of all the staff is to work as a team so you can accomplish the goal of (whatever it is youwant to accomplish). I could go on, but, this is the short scope of what I think and how I think you should handle this. In doing it one by one, this is a way for you to get more comfortable instead of feeding yourself to the wolves and having a meeting with all eyes on you waiting for you to get nervous, mess up or talk about you without getting to know you. It's all about getting over your shyness and being assertive. Honestly, you should take a course in public speaking when you get the chance. Whether it is this job or any other job and in life, it will serve you well.

Answer 7

be fair be assertive and start every body off on a level pegging try not to take notice of the kiss up and be prepared to roll your sleeves up and get stuck in in the trenches not forgetting you are the boss and delegation is the name of the game , staff management is a gift but realise this you cannot please everybody and that is just the way it is good luck in your new post and i hope you find the magic formula to keeping the staff happy and working hard

p.s. there are workers and shirkers use your accumen to find these out and you'll have it cracked in a jiffy!

Answer 8

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Answer 9

Hi,

I too have been there and I'd suggest making sure that you make sure your team know that you are approachable, you are firm and fair with them. have confidence - you would not have been given the job if you were incapable, so believe in yourself. We all have faults and everyone makes mistakes when new. Go for it and the best of luck!

Answer 10

Try to keep calm. Start off as you mean to go on or people will take advantage of you
Good luck