Story:
First Line Manager: Why discuss philosophy…?

First Line Manager: Why discuss philosophy…?

After I read an article for my blog to Emily, she said. “You get into too much philosophy.” She said I should just stick to what I did as a manager. I have to admit, this statement made me stop and think.

Does the philosophy of why I do something; or, why I started doing something have any bearing on the actual doing of something?

I looked up philosophy in the dictionary. Here are a few meanings of the word that verified my thoughts:

… An analysis of the grounds of and concepts expressing fundamental beliefs…

… A theory underlying or regarding a sphere of activity or thought…

…The most basic beliefs, concepts, and attitudes of an individual or group…

… A discipline comprising as its core logic, aesthetics, ethics

If I just train employees in the knowledge of our department’s processes and systems haven’t I done my job? Isn’t that all I have to do to empower employees to do a credible job for my department and company? No, there is more.

What is my philosophy as a front line manager about our department’s function? What are my feelings about how we interact with other departments and our customers? How do I relate to my fellow employees? What is important to me about the decisions employees are required to make?

It is important for a front line manager to communicate as plainly as possible their philosophy. Also, it is important to communicate the philosophy of the company. The knowledge of this philosophy enables an employee to fill in the cracks between the knowledge of our processes and our systems; thus, to make more effective decisions. Decisions employees cannot make without this philosophy. It is this philosophy that truly empowers an employee to make effective decisions.

I believe successful front line managers must explain the philosophies of why the company exists, why their department exists; and, how these philosophies relate to the company’s overall customer satisfaction.