Attitude and Approach, Part 2

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If you search the Interwebs, you will find numerous images under the title “Sleeping Security Guard”. I would love to say that this is not an issue encountered on a regular basis…but unfortunately, it is. And while I posted the photo above to illustrate a point, the point is NOT “Don’t sleep on the job” …although you really shouldn’t sleep on the job.

I have covered the topic of Attitude and Approach in the past as it relates to Security Staffers and their ability to relate to Patrons and their employers. In this post I am going to discuss how the “Attitude and Approach” of Bar Owners and Managers is shown in the behavior of their employees – often in negative ways – and how to (hopefully) avoid these pitfalls.

Your employees are ultimately a reflection of yourself as an Owner/Manager. While employees bring their own strengths and weaknesses – either learned or inherent – to the job, the way that YOU interact with them and the general public is always a yardstick against which THEIR interactions are measured. Are you rude? Are you empathetic? Are you “bossy” or a “great boss”? People will react and interact with those around them based on the behavior that they see and the behaviors that are allowed. If you run an establishment with no rules, no discipline, and no reprecussions for bad behavior, you will see that reflected in your Staff. If you don’t care, why should they? On the opposite end of the spectrum, if you act like a tyrant, don’t allow your employees any flexibility, and nit pick every single thing that they do wrong, they will probably react in a negative manner, possibly towards your customers.

Developing a solid Staff and creating a solid work environment go hand in hand. A solid work environment is one with discipline, policies and procedures, and a healthy worker-to-worker and worker-to-employer relationship.

1) Hire for your company – If you are running a construction business, you want to hire people with a background in construction or someone interested in working construction. If you are hiring for a Security Staff in a nightclub, bar, or restaurant I would suggest that you always hire someone with a solid background in the field of security. And that their background matches your establishment. While there is something to be said for hiring to someone’s resume, it is very important that there is a proper personality fit.

2) Train your employees – More often than not, new hires are thrown into the deep end of the pool on their first day of work. This is a horrible idea. Everyone needs training, regardless of experience and background. Start your employee training the day they are hired, by giving them copies of your Policies and Procedures.

3) Keep training – Many companies will get an employee up to speed and leave it at that. The best teams, regardless of field of work, are the ones that train regularly. Switch your employees’ positions, have them run scenarios, and keep track of their progress.

4) Train for your company – Just as you need to hire the proper fit for your company you need to train for your company. Things that your employees have learned at other companies may have helped them develop good habits, but not necessarily the ones that are needed for your establishment. Policies, procedures, positional roles…these are all things that are specific to your company and need to be emphasized to your new hires. If you train them correctly and correct their training, your employees will learn quickly.

5) Discipline – There is nothing wrong with disciplining employees for faulty behavior. It lets them know what they have done incorrectly and if the matter was important, it gives them repercussions for doing something the wrong way. That being said, the most important part of discipline is EXPLAINING why an employee is being disciplined and what the repercussions are in relation to the action. If you don’t explain the discipline and allow the employee to tell their side of the tale, you just removed an important part of the disciplinary equation: DIALOGUE.

Hiring well, training constantly, training per location, and open dialogue will all help to develop employees with pride in their work and in their work place. If someone shows pride in their work, they tend to work harder, be more productive, and want their place of employment to do well…

…or they could just sleep at work.