Coaching up: the internal community

There is a different feel in the workplace. With the world as it is, with social media, the wars, and the issues that present themselves 24/7, nerves seem on edge wherever we go. Operating a golf property, where the magic of hospitality is the order of the day, can feel like an extra-large challenge even for the more experienced operator. In my own community, I have seen people become upset, in very demonstrative ways, for what seemed to be small, minor issues. It seems as if there is a thick air of angst all around. It is a difficult time, a time I have not experienced. Some people are mad, others sad. Others still are frightened, not trusting in the world around them. As the doors to the club open each morning, you and the team are expected to smile, to create grand hospitality, as the magic carpet gets rolled out. This stress might be creating a problematic situation for you and the entire operation.

Decades ago, we were taught to hire people, manage them well during their shifts, and treat them respectfully. We were told to stay away from personal issues: family and friends. We had a few stars on the team and others who couldn’t make the grade, just as today. The businesses did well. Some employees stayed for years; others moved on in short order. It felt normal for the time and place. Today, attitudes, expectations, and stress points are different, unlike those days long ago. It is important, I believe, to get to know your people, their true stories, and to work with each individual to recognize their strengths and their areas of need. There is something more. During these times, leadership must set the table differently. Understanding the changes may be subtle but can be essential to supporting all in these challenging times. Golf is still the game and hospitality is still the goal, while the stuff in this new, confusing puzzle should be observed carefully. In this In My Opinion post, I will provide three thoughts on how to understand the different needs faced by the members of the staff:

Meet more often: In order to understand how your team members are doing, meet more often as a group. The meetings can be shorter than the usual business meetings. It is important to observe, to listen and to provide the opportunity for all to speak. By observing more frequently, you may notice team members who are in need of additional help and support.

Listening well is an essential skill: These are challenging days. Whether in a staff meeting or during a…