You've been in charge of the maintenance crew for just about six weeks now. Because your team is responsible for several sites, it's common for equipment—from mops and buckets to floor buffers and brass polish—to end up in different places after different shifts.
But as you understood it, there's a clear-cut policy for checking out and returning equipment and supplies to your office after each shift. Otherwise, it seemed impossible for you to schedule team members for different tasks. So when Jake, a veteran team member, came back from his shift without the floor buffer, you gave him a pretty firm warning—in front of the entire team.
Afterward, Jake told you in your office that he had never heard of this policy. "Everything knows where everything is," he said. "If someone needs a piece of equipment, they pick it up from wherever it is before they start their shift." But rather than process this information, you snapped at ...(register to read more)