Do you want staff who make a positive contribution to your business? Who make clients and guests want to come back? Who find new clients and make more sales and profits?

Of course you do, otherwise you wouldn’t be in business. But I sometimes wonder if business owners and managers are losing sight of this. You are often so caught up in the day to day running of the business, that perhaps you forget just exactly what your business objectives are all about.

The only way you are going to achieve more clients, more guests, more sales and more profits, is with highly engaged staff.

And I don’t just mean those people in sales and customer service; everyone has a role to play. Admin staff, maintenance, housekeeping, accounts, - everyone in the organisation. 

Gallup defines a highly engaged worker as one who has “heightened emotional connection” with his or her organisation, leading to greater effort in getting the job done.

The only way to develop that emotional connection is for the line manager to communicate with each staff member on a human level as well as a business level.

Business level communication is all about what needs to be done and who needs to do it. It’s about solving problems, and giving feedback both positive and negative.

Let me give you a personal example of human level communication. I once worked for a manager who was excellent at this.

Stuart was the Director of Sales and I was a Regional Manager with six Sales people reporting to me. Stuart was my boss, he was located about four hundred miles from me so I didn’t see him too often.

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