Avionics News October 2014 - 63

cousin	who	needs	a	lucky	break.	Every	one	of	these	decisions,	
Similarly,	if	you	see	a	scrap	of	paper	on	the	shop	floor	or	
whichever	way	they	go,	speaks	volumes	about	how	you	really	
parking	lot	and	you	pass	it	by,	they'll	take	away	a	particular	
feel	about	your	business.
message:	Appearances	aren't	important.	Stop	and	pick	it	up,	
Ethics	are	important,	too.	You	probably	want	your	employthough,	and	you're	sending	a	signal	you	care	about	your	
ees	to	exhibit	honesty,	trustworthiness,	integrity	and	dependspace,	and	that's	a	big	difference.	If	you	can't	get	to	work	
ability	-	and	for	that	matter,	organization,	approachability,	
on	time,	don't	expect	criticism	of	their	tardiness	to	ring	
anything	other	than	hollow.	Never	mind	you're	the	boss;	
compassion,	and	respect	for	rules	and	regulations.	Each	guides	
you're	also	the	leader.	"That	incongruity	drives	staff	crazy,"	
how	employees	do	what	they	do,	yet	they	don't	know	how	
Osteryoung	said.	"You	must	make	sure	you	have	congruity	
these	are	important	to	you	until	you	show	them.
So	if	you're	going	to	influence	your	staff	to	adopt	or	conbetween	actions	and	words."
Of	course,	you're	not	the	only	potential	model	in	your	shop	
tinue	appropriate	behaviors,	you'll	need	to	highlight	them.	
where	the	rules	of	the	role	apply.	Your	supervisors,	assistant	
According	to	Osteryoung,	lay	out	what	you	want	from	every	
managers	and	even	long-tenured	
single	employee;	these	are	my	
employees	-	anyone	in	a	formal	or	
expectations,	and	meet	those	expecinformal	"authority"	role	-	serve	as	
tations	yourself.	"The	thing	I've	
examples,	too.	They	need	to	apprelearned	over	time	is,	if	I	want	to	get	
As the shop's owner
ciate	this	responsibility.	In	fact,	they	
a	change	in	behavior	out	of	staff,	or	
o r m a n a g e r, i f y o u ' r e
deserve	special	attention	from	you	
get	a	change	in	behavior	out	of	manto	ensure	they're	leading	well,	so	
agement,	I	can't	just	do	it	one	time,"	
disorganized, so is the
there's	no	alternative	model	that	
he	said.	"It's	going	to	take	consistent	
shop. If you're cranky, so
newer,	impressionable	employees	
work."
Be	prepared	for	some	surprises,	
can	mimic.	
are your employees. If you
too.	For	example,	improving	customMODEL MODELS
er	service	usually	requires	employees	
c u t c o r n e r s , s t a ff s t a r t s
to	take	personal	responsibility	for	
Whether	it's	you	or	one	of	these	
looking for scissors.
other	influential	employees,	the	role	
interactions	with	customers	and,	
of	model	shouldn't	be	taken	lightly.	
often,	go	the	extra	mile.	You	need	
"You're	the	star,	for	lack	of	a	betto	ensure	your	shop	is	equipped	to	
ter	term,"	Osteryoung	said.	"But	
empower	employees	to	do	that	-	
you	must	act	like	the	star	in	order	to	have	credibility."	You	
including	a	method	to	turn	missteps	into	learning	opportunities	
get	there	when	you	identify	what	behaviors	are	important	and	
instead	of	punishments.
you're	able	to	demonstrate	them	consistently.
This	starts	with	determining	what	a	"model	employee"	
BEST IN SHOW
If	you've	never	thought	of	managing	by	example,	you're	
looks	like.	This	list	is	potentially	endless,	so	weigh	posnot	alone.	"Role	modeling	is	just	not	given	enough	attention	
sibilities	based	on	your	values	and	vision,	the	attributes	you	
in	the	literature;	it's	not	given	enough	attention	in	manageneed	sooner	than	later	to	boost	your	shop's	performance	or	
ment	books,"	Osteryoung	said.	"But	it's	so	critical."	In	fact,	
the	actions	you	need	that	fix	immediate	problems.	This	may	
when	it's	done	with	intent	and	effort,	it	can	change	your	
require	some	soul-searching	-	for	example,	identifying	those	
shop's	culture	for	the	better	if	you're	dedicated	to	the	practice.
behaviors	where	you	fall	short	as	a	model,	reflecting	on	what	
each	behavior	should	look	like,	and	pondering	why	you	think	
Commit	to	this	on	a	long-term	basis,	as	in	forever,	since	this	
it's	important	-	but	this	also	can	make	you	a	smarter,	more	
is	how	things	are	done	around	here.	In	fact,	allow	nothing	to	
effective	manager.
stop	you	from	demonstrating	them,	ever.	Once	employees	see	
Also	consider	the	big-picture	impression	you	send	with	
your	dedication,	they'll	buy	in.	
everything	from	quality	equipment,	practices	and	market"It	must	be	consistent,"	Osteryoung	said.	"It	can't	be	a	
ing	tactics,	and	how	it	contrasts	with	a	shop	that	runs	by	
week	on,	a	week	off.	The	minute	the	staff	sees	you	not	living	
making-do	so	the	owner's	spouse	can	drive	a	fancy	car.	Or	
up	to	the	behavior	that	you	spouted	or	demonstrated	before,	
the	message	you	relay	when	you	answer	questions	patiently	
they	aren't	going	to	be	responsive."
instead	of	snapping	at	the	inconvenience,	or	when	you	hire	
top-notch	employees	instead	of	someone's	unqualified	second	
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Avionics News October 2014

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