Demanding workloads cause many managers to spend most of their day at their desk each day.  As a result, managers often use more impersonal forms of communication with their direct reports. Email, instant messages, and phone calls replace face-to-face conversations simply because they are more practical. While these may seem to be the most efficient and easiest ways to communicate, they can be detrimental to employee engagement. If we, as managers, are to engage employees, we cannot hide from them. We must be visible, present, and available in order to interact with them.

Employee engagement, by definition, requires an emotional connection. While email and phone calls can be used to communicate with people, personal, one-to-one contact provides the best opportunity to create a bond with employees.

“Management needs to get out of the office and out and about to communicate with the people of the organization.”1 Tom Peters and Robert H. Waterman popularized the importance of “Management by walking around” (MBWA) in their book In Search of Excellence.

Management by walking around is an “unstructured approach to hands-on, direct participation by the managers in the work-related affairs of their subordinates, in contrast to rigid and distant management. In practice, managers spend a significant amount of their time making informal visits to work area and listening to the employees. The purpose of this exercise is to collect qualitative information, listen to suggestions and complaints, and keep a finger on the pulse of the organization.”2

On the surface, MBWA may seem simple. Below are a few best practices to keep in mind.

  1. There must be a genuine interest in connecting with employees. Employees are able to spot a manager that is just going through the motions. That causes employee to disconnect faster than if no effort was made at all.
  2. MBWA must be a normal part of your day…every day. It doesn’t require a large amount of time.  Remember, this is an ongoing effort.
  3. Connect with everyone and be aware of favoritism that may be shown to a particular person or group of employees. Each person must feel that they, as an individual, are valued. The goal is to include everyone equally even though we may not to talk to every person every day.
  4. Small talk is as important as work-related conversations. Make notes upon returning to your office so that you have a starting point for your next interaction.
  5. Welcome employee questions, ideas, and feedback, then follow-up with them as needed in a timely manner.

Keep in mind that any sudden interest may raise some concerns and suspicions. Be prepared for skepticism. Employees will become more comfortable sharing their ideas and questions over time once they realize the authenticity of your actions.

The time and effort devoted to management by walking around can lead to more engaged employees.

How do you practice management by walking around? What other tips or best practices can you share on MBWA?

 

P.S. – First time visiting? Welcome to the Agent In Engagement site. Thanks for taking the time to stop by! I invite you to explore the rest of the site. Let me know what employee engagement topics interest you.

 

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Let’s Get Engaged!
I’m Agent in Engagement Simpson…Greg Simpson.

My mission? To help companies succeed by focusing on how they engage, manage, and develop their employees.

My credentials? Award-winning engagement work with Fortune 150 companies.

My next assignment? To come in from the field, the consulting field, and return to headquarters. There I’ll lead the ongoing battle against the greatest nemesis in every company – employee disengagement.

I’m excited about this opportunity to connect with fellow “Agents.” Subscribe to the RSS Feed to receive the latest updates and/or register if you would like to comment on posts.

You can follow me @agtinengagement, email me at g…@a…t.com or learn more about me at www.gregoryfsimpson.com.

 

 

1 In Search of Excellence, Tom Peters and Robert H. Waterman, 1982, p.289
2 Luthra, Vijay. “Management By Walking Around.” BusinessDictionary.com, Copyright©2007-2011