People-Manager-Playbook - Flipbook - Page 14
3. Assume positive intent
Assuming best intent means giving
others the beneot of the doubt
and assuming positive motivations
behind their actions. Managers can
embody this value by:
" Open communication:
Encourage open and
honest conversations that
clarify intentions and
reduce misunderstandings.
" Modelling empathy:
Demonstrate empathy
by actively listening to
employees9 viewpoints
and addressing concerns
with understanding.
" Resolving misunderstandings:
When conflicts arise, guide
employees in approaching the
situation with the assumption
that the other party has
positive intentions.
" Promoting inclusivity:
Create an inclusive
environment where diverse
perspectives are valued
and considered in
decision-making.
" Addressing biases:
Help employees recognise
and address unconscious
biases that may impact their
assumptions about others.
4. Build sustainable
customer value
To achieve this, you should focus
on a combination of strategies
that encompass customer
satisfaction, retention, and
growth. Here are some steps you
can take as a manager to support
Thomas in building sustainable
customer value:
" Understanding customer
needs and goals:
Invest time to understand
your customers9 pain points,
goals, and challenges.
Conduct regular surveys,
interviews, and feedback
sessions to gather insights.
" Proactive customer support:
Offer responsive and helpful
customer support.
Implement self-service
options, knowledge bases
and chatbots to address
common queries.
" Long-term
relationship building:
View customer relationships
as long-term partnerships.
Continuously demonstrate
your commitment to
their success.
