A Lesson in the Line
I was reaching for the grocery divider at the local store to separate my stuff from the customer ahead of me, and there was none. The cashier aggressively pulled the divider from behind the register. As she handed it over, she started to rant about the management in the upper office who decided to “update” the dividers.
Her main concern in this tirade was that the management had no idea what they were doing when they changed them. The new dividers did not fit in the slots next to the product belt. They were too wide thus the reason she had to pull it out from behind the cash register. She went on for some time about the management and why they did not ask the people that use them on a daily basis about a new design or why they even had to change them in the first place.
I just started a new job as a nursing home administrator, and this was a good reminder to make sure that I do not act like those managers. All too often, it can be easy to dictate orders to staff and make decisions without including anyone else. It is helpful to understand the nature of the work before formulating any sweeping changes. There is a reason why the process or product maybe the way it is, and an even better reason why that process or product does not even need revamping as evidenced by the divider.
It makes me think of direct care workers those CNAs, housekeepers, activity staff, and dining aides. They often know best how to handle the everyday situations because they work closest with the residents not me or other nursing home leaders sitting in the admin offices. Asking them for solutions and suggestions might just be the best thing to do when faced with a making any kinds of changes.
The next time I am tempted to make a change or offer suggestions, I will listen, step back and consider that cashier’s conversation and her exasperation at the management in the upper office. I want to be wholly committed to acting differently and leading an empowered workforce. I am thankful for that lesson I relearned standing in the line.