Understanding and Diffusing Situations as a Remote Manager
A woman working on her laptop from home is using Slack to communicate.
As a manager for remote workers, you often need to interpret and respond to written communication without the benefit of face-to-face interaction. Sometimes, it feels like you can read the attitude right through a direct message. While it's natural to get irritated initially, it’s crucial to use these moments as opportunities to understand and address underlying issues.
Understanding the Context
When you sense frustration or irritation in a message, consider the broader context:
Current Environment: Are things particularly stressful? Is there a big project with many moving parts?
Individual Circumstances: Is the team member feeling overwhelmed or disorganized?
As a manager, it’s your job to diffuse tension and offer confidence and guidance. A simple compliment or an authentic acknowledgment of their effort can make a big difference.
Practical Example
Recently, a team member was stressed out by a message I had sent days earlier. She asked me to explain myself, seemingly out of insubordination, but really to understand and be on the same page. Instead of getting irritated and thinking, "Why is she questioning me?" I took 20 seconds to clarify my intention, inform her that I didn’t mean to cause alarm, and thanked her for her patience during a stressful week. The exchange turned positive, with compliments exchanged by both parties.
Tips for Managing Remote Teams
Frequent Check-ins: Regular video calls or check-ins help in maintaining a connection with your team. It allows you to gauge their mood and address any concerns early.
Clear Communication: Be as clear and concise as possible in your messages. Ambiguity can lead to misunderstandings and unnecessary stress.
Empathy and Understanding: Approach each situation with empathy. Try to understand their perspective and what might be causing their stress or frustration.
Provide Resources: Make sure your team has access to the resources they need, whether it’s training materials, tools, or additional support.
Recognition and Appreciation: Regularly acknowledge and appreciate the efforts of your team. This can be through public recognition in meetings, a thank you note, or even small rewards.
Empathy and Understanding
Approaching with empathy and a willingness to walk in their shoes is essential. Long-time managers sometimes forget what it’s like not to have all the answers or to be new at something. High expectations can lead to burnout and animosity. It’s important to remember that what seems like common sense to you might not be for everyone else.
The Importance of Appreciation
I've spent years managing, training, and observing the employer/employee dynamic. Even as a contractor, it’s the same story in many companies. Employers often expect you to know everything and be ready to perform at your best immediately. This is unrealistic and should not be the expectation.
Employees who love their jobs feel supported, cared for, and understood. They don’t feel stressed out, underappreciated, or overworked. Someone who feels appreciated will work significantly harder than someone who feels underappreciated.
The Shift in Work Culture
I get it; many come from a time when being hard on workers was seen as a way to get the job done and toughen them up. This created an extremely toxic work culture that Millennials and Gen Z are trying to eradicate. As a Millennial myself with 16 years of work history, including 14 years in leadership or training roles, I have observed the limitations this toxic behavior places on today’s workforce.
The Reality of Work and Motivation
People work because they need money to buy food, pay for their homes, and hopefully, do things they love. The company might not even be their dream job. Being hard on them for not doing things the way you would, or expecting them to care as much as the owner does, is unrealistic. Instead, see how far you get when you are supportive, caring, and willing to train and offer resources. Get down in the mud to help, and you will go a lot further.
Conclusion
In conclusion, managing remote workers requires a high level of empathy, understanding, and support. By diffusing situations with a positive approach, appreciating your team, and fostering a supportive work culture, you can significantly improve productivity and job satisfaction. Remember, a little understanding goes a long way.
