Chapter 5: Getting it Right - Potential Problems and Corrections

POTENTIAL PROBLEM	COURSE CORRECTION
The Door is Always Closed Just because your employees have been performing their roles for a long time doesn’t mean they won’t have questions. When you have your office door closed, push off meetings with them, or rush your conversations, they don’t feel that they can come to you with their concerns.	Encourage and make time for communication with your staff. Effective communication includes active listening, and your employees should not fear retaliation for asking questions or bringing forward grievances. Open communication and a supportive attitude are keys to a successful department.
Mixed Messages Inconsistently enforcing departmental policies or taking short cuts, even if it is in the spirit of “getting it done,” sends mixed messages. Your employees will feel that it is okay to circumvent controls.	Communicate your expectations that all employees adhere to established procedures, and do not support employees breaking rules or finding “work arounds” to controls – even those that seem small or insignificant. Create a culture in which employees pressure each other to act honestly and do the right thing.
They Need More Training While your employees are good at what they do, there are no opportunities for them to gain new skills. They don’t feel confident trying new things. If an employee suddenly leaves or is out for a long period due to a flu pandemic, you are vulnerable.	Encourage learning by allowing them to cross train and take training courses whenever feasible. Fully document procedures so that employees have a reference – giving them more confidence to perform their new skills.