They Want To Talk Only To Me
Dear Management Doctor:
Your statement, "in a contemporary organization, the employees know more than the manager,” raises an interesting point. One problem we continually encounter is the public feels like they need to speak with me as Director and become offended if I refer them to staff. While I will discuss “big picture” issues with whomever it is that needs to speak with me, my staff knows the details of specific applications, permits, etc. It becomes frustrating for staff, because even though I try to push decision-making and the power to handle problems to the lowest level possible, the public may refuse to discuss the issues with them.
Swamped County Development Director
Your problem is one I see over and over again. This will vary substantially by the size and nature of the community as well as the desires of the city manager and elected officials. The smaller the community, the more likely that this will be a problem and you will need to spend more time with the customers. Here are a few tips that might help:
The Management Doctor