Article from: Air Conditioning, Heating & Refrigeration News
Article date: November 3, 2008
HOUSTON — Service managers play a key role in the success of a contracting business. In addition to usually being the key technical troubleshooting resource in a company, they often manage the largest single department in the company. At a meeting developed exclusively for service managers, more than 300 attended a variety of management training seminars.
Garrison Wynn, a leading authority on change management, opened the Air Conditioning Contractors of America (ACCA) National HVACR Service Managers Forum on October 9, with an entertaining and educational keynote address about leadership and communication.
Wynn, a former standup comedian, kept the attention of the audience with a humorous knack for relating his own experiences, both the successes and the failures. He sent the audience home with many take-aways that could be practiced by each when they returned to the world of work. Some of his key points included:
* Agreement is the foundation of accountability.
* People are more likely to agree with people who agree with them first.
* People buy into what they can understand quickly.
* The most successful people can define value in less than 20 seconds.
* People want the same things: love, money, and prestige. Therefore, there are multiple solutions for a single problem.
While talking about effective communication, Wynn reminded the audience that their own leadership is critical to the success of the people they are managing.
“The people you manage are usually at a different level of understanding. If you talk at the height of your intelligence about what you do, you may not communicate effectively,” he said.
Wynn also discussed how managers must understand the difference between more experienced and younger workers. “People under 30 are accustomed to being praised and rewarded along the way, before they reach the end goal. Over-30s expect to get praise and reward at the end.”
According to Wynn, it is a very different mindset and requires an astute manager to understand how to manage both types effectively.
Wynn co-authored “Speaking of Success” with Steven Covey and Ken Blanchard; it is available in bookstores.