when you push you are not micro- managing? You have to use the push method sparingly. How do you get to the stage where the employees understand that you are there to help them do their job? “Hi, I’m from the IRS and I’m here to help.” Not very convincing, is it? First, understanding takes time and can be shortened if your reputation precedes you. If you carry a legacy from other positions that you are a trusted supervisor and your management method is clearing a path for the employees to progress, it will shorten the learning and understanding curve. What is that magic trait? It is called mutual trust. Mutual trust is difficult to obtain and easy to lose. Mutual trust is the starting point to the next step of Just Culture. I know what you are thinking ... “Oh boy, here it comes again, another touchy-feely program.”
I am not going to deny it — yes, it is touchy feely, but I am not going to call it a program. A program has an ending. This does not have an ending; it is ongoing and should be part of the culture. Since Just Culture has a touchy-feely component, most supervisors and managers will shy away because it isn’t tangible. However, Just Culture will be left for another article. Let’s do baby steps and build trust. There are costs to obtaining and
retaining customers in marketing. The same analogy can hold true to mutual trust. If it takes X dollars to obtain a customer, it will take one-half X to retain them. However, if lost, it will take two or three times X to win a customer back. The point is that it is cost effective to keep the trust gains you make. Treat your employees and yourself as mutually-essential parts in the organizational network, not as assets — assets get sold. If the employees trust
you and you trust your employees, they will have the confidence in you to help them in accomplishing their job and you will have the confidence to let them do it.
Patrick Kinane is an FAA-certificated A&P with IA and commercial pilot with instrument rating. He has more than 50 years
of experience in aviation maintenance. He is an ASQ senior member with quality auditor and quality systems/ organizational excellence manager certifications. He is an RABQSA- certified AS9100 and AS9110 aerospace industry experienced auditor and ISO9001 business improvement/ quality management systems auditor. He earned a bachelor of science degree in aviation maintenance management, a master’s of science degree in education, and a Ph.D. in organizational psychology.
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