What looked like a simple and silly broken side mirror of a ministerial car that happened in Malta on the 19th November 2014, left a whole country suspended for a good three weeks, probably costed the tax payer something in the region of €200,000 in investigations, (wasted hours at work and on social media, two magisterial enquiries and expensive parliamentary downtime) and a ministerial resignation (I guess the first one in such circumstances) and the removal of the acting police chief by the prime minister.
What are the managerial lessons from this episode?
1-Hire the best - always
It seems that the driver who was off duty and armed, over reacted in the most un-professional way beyond reason - a clear sign of untrained, unprepared and amateurish behaviour. If you need a job well done you need to hire the best people around on merit and capabilities. Managers need to screen employees well. The cost of mistakes is too much.
2-Train your people for any eventuality
Training your team in the technical and psychological aspect of handling a job. These are two fundamentals in how to manage a situation before it escalates. Work psychology training is important especially in high tense client-facing jobs.
3-Whatever the environment train your team in basic communication and customer service
This is crucial whatever the environment. Phone operators in any environment must be calm, focused and trained in all eventualities. They need to be kept on toes through mystery-calls where they are checked on behaviour, follow up and courtesy all the way to ensure that the service is spot-on 24x7 in a systematic and standard way.
4-Discipline your team all the way
The prime minister acted fast and in a measured way as soon as he realised that a gross mistake was committed and what looked like a silly incident was much more serious in nature. Never fire people on the spot but
- investigate the facts
- offer the option to all concerned to make their point
- take action.
5-Learn, learn and keep on learning
Learning to learn is crucial here. The incident and the collateral fall-out sends a number of learning opportunities to those who want to learn and improve. No one is perfect but chance prefers the prepared mind.
It was a lucky escape for the victim and an eye opener for managers in any environment that epic fails will happen and we all need to be prepared for them through training - constant and systematic training. Training your team is not a chance thing. The lessons are all there to be learned and improved on. So take the opportunity to keep on learning all the way to excellence.
In the fields of observation chance favors only the prepared mind
Managing Director and Chief Programmes Officer based in Malta and an avid entrepreneur who likes sharing his expertise in various fields with people from all walks of life.
All Apple Assertive Assertiveness Austerity Blog Boss Brand Me Budget Career Development Cost Cutting Decision Making Delegation Discipline Edvard Munch E-mail Marketing Fracking Freebies Human Resources Innovaxin Interview Skills Job Interview Leadership Lessons From Aircraft Disasters Management Motivation Ms Excel Ms Excel For Business People Networking Open Phrases Oprah Winfrey Organization Pivot Table Pivot Tables Price Procrastination Project Management Recruitment Retail Management Ronald Reagan Scoreboarding Social Media Marketing Talent Team Time Management Trade Fairs YTD