Avionics News October 2014 - 64

BUSINESS BASICS

Continued from page 63

You	also	have	to	create	accountability	for	following	
your	modeling.	"My	favorite	expression	is	'you	must	
inspect	what	you	expect,'"	Osteryoung	said.	"You	must	
make	sure	they	follow	through	-	inspect	that	behavior	
actually	happens."
Certainly,	you	need	to	give	your	people	time	to	learn,	
but	along	the	way,	coach	them.	Catch	people	doing	things	
right;	praise	them	in	the	moment,	and	praise	them	in	front	
of	the	group	at	staff	meetings.	Discuss	misses	immediately	and	privately.	
"If	you	want	to	attract	and	keep	your	best	front-line	
employees	who	really	make	your	customers	glad	to	be	
doing	business	with	you,	you	must	treat	your	employees	
like	that,	too,"	Finney	said.	"You	have	to	honor	the	mission."	Otherwise,	those	demoralized	employees	will	shut	
down	and	leave	their	passion	at	the	door,	and	customers	
will	surely	feel	it	when	it's	gone.
In	this	sense,	role	modeling	isn't	a	fad	of	the	week	-	

nor	do	you	want	it	to	be.	Fickle	management	gimmicks	
just	confuse	staff	or	cause	them	to	drag	their	feet	until	
this	wave	inevitably	passes.	Instead,	incorporate	modeling	
into	all	the	rest	of	the	conversations	that	goes	on	around	
the	company.	You	want	long-term,	permanent	changes.
Getting	your	employees	into	the	act	helps.	At	staff	
meetings,	let	them	talk	about	the	great	moments	from	
their	workdays,	and	facilitate	conversations	that	allow	
them	to	talk	about	how	the	changing	behavior	is	working	
for	them,	according	to	Finney.	The	more	they	talk	about	
it,	the	more	training	is	reinforced,	and	they	learn	to	pay	
attention	to	opportunities	for	improved	behavior.	They'll	
notice	when	it	works	right.	That,	ultimately,	is	all	the	evidence	they	need	to	grow	with	you.
You	know	the	purpose	of	your	shop	is	to	serve	aircraft	
operators	by	providing	safe,	satisfying	service	and	to	
make	money	for	yourself	and	your	team.	But	getting	there	
requires	you	to	chart	the	path.	"If	you	think	a	change	
needs	to	happen	inside	the	shop,	make	that	change	yourself	first,"	Finney	said.	When	you	walk	that	walk,	your	
people	will	have	all	the	more	reason	to	follow.	 q

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Avionics News October 2014

Table of Contents for the Digital Edition of Avionics News October 2014
