Week 3: Building Trust
Dwight thinks that new managers must know how to create and maintain trust with their employees. He views communication as a major component of establishing trusting relationships. Dwight has set up two real situations that he wants his new hires to evaluate and comment upon in a short three-minute video presentation to the group.
Skill #2: Build trust in individual relationships both locally and at a distance.
In the recent meeting with the new managers, Dwight wanted to emphasize the importance of communication in leading. Dwight reported a recent occurrence in the production department just the other day. Sally Hill was sitting alone at the lunch table when Dwight passed by. Saying hello and getting an unusually quiet reply Dwight stopped to ask if things were alright. Sally said fine but did not look fine. He wondered if something was wrong. Sally, who runs the conveyor belts on the production line, has been on the job since EC began and is very good at her job.
Dwight was right. Things were not good for her on the production line. She was sitting at the lunch counter rather than go back to the floor and her job. It seems that Sally’s new floor supervisor has decided to implement a production efficiency study so that he could measure her efficiency of motion. At first, Sally took Jessie at his word that the study was to see if she could improve her time and therefore get more work completed faster. It wasn’t until she overheard him telling someone else that he was thinking of getting a robot to do her job that she lost faith in him and the company. Shouldn’t they be telling her about this possible change? Is it fair to just announce the change one day and her being out of a job the next? Jessie just lied to her. Not sure of what she heard. Sally consulted some of the other production workers who performed different jobs. That said, there had been rumors. but they knew Dwight and Ike would never do something that drastic without consulting with them. Sally just wasn’t sure. Worse yet, Jessie made her write down all the data for the study and questioned her if she left some numbers blank. She lost track often and her work began to suffer. Jessie began to come down hard on her and finally put her on probation. When this happened, she finally confided in others only to find that several felt they were not trusted by Jessie. That he seemed to question what they were doing. Only a week after Dwight began to investigate Sally’s unhappiness did things come to a head in the department. Jessie had a team meeting to address the reasons why production rates had dropped. He talked for a half-hour. He asked for people’s opinions and no one would reply. One person asked permission to speak but asked only if the study would take much longer. Finally, Jessie dismissed the team. Jessie did not understand that when he first arrived everyone was happy and helpful. Had he not always been straight with them? Why was everyone so unhappy now? Jessie finally saw that he had a problem but was not quite sure what it was.
Dwight approached Jessie a few days after the meeting and asked him if the rumors he heard about using robots to replace some of the production workers were true. The nickel dropped, Jessie finally knew what was wrong. Do You?Skill #3: Building trust in team relationships both locally and at a distance.
In week one Dwight and Ike explained that EC had expanded into the Asian Market. They are concerned that the distributors could function better if they had better teamwork with the groups in Japan and Korea. The current EC teams report that the Asian teams seem quiet when they meet and are not as quick to respond to the new plans. Personal interaction (chit chat) is at a minimum and seems to be one-sided. The EC teams are getting stressed out because they are always taking calls either late at night or early in the morning to catch the Japanese/South Korean working hours. Overall, they just feel that they are being tested and are coming up wanting.
Creating Trust in a virtual team, especially those with members from abroad, is particularly hard. How can you help the EC team be successful? Show Dwight how you would set up a new international team and how you might help the existing teams.
Please use the required reading material to support short answers.
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