Module 6: Discussion Board 6.

1 - Say Yes
Nov 23, 2022 10:10AM
Jessica Najarian
STEP ONE: I had a partner who was unhappy at my lack of communication as their new store
manager. They reached out to me, and I set up a conversation with my District Manger as a
mediator.
STEP TWO: The wanted to see more communication from me as to why or what I am doing in
the store.
STEP THREE: We spoke with my District Manager present. The DM wanted open
communication. Everyone will have a say and be respectful while the other person was talking.
STEP FOUR: The partner spoke about the pervious manager spoke to them on every move. The
last store manager talked about what she was doing and why she was doing it. The partner felt
like I was not communicating on what I was doing and why I was doing these things. The partner
needed more communication. They felt like I did not like the team and was making changes to
removed them all for the store.
STEP FIVE: I apologized. I told my partner that was not the case. I expressed that I absolutely
loved the team and was trying to build a better business. I expressed that I was new to role and
that this was my first store with this company. I explained I came from a store where the store
manager over communicated. Since the over communication was unproductive, I did not want to
do the same in my store. I apologized and expressed that I will do better. I did not mean to under
communicate to be rude or distrustful to the team.
STEP SIX: Moving forward, I made sure I communicated everything I was working on and why.
I communicated the reasons behind operational changes. I communicated my plans for the store
and a timeline in hopes to have completed by then.
from Module 6: Discussion Board 6.1 - Say Yes
Nov 23, 2022 10:10AM
Jessica Najarian
Sorry Option 1
from Module 6: Discussion Board 6.1 - Say Yes
Nov 23, 2022 1:53PM
Jessica Najarian
James, Thanks for sharing. I love your approach to how you solved the situations with your shift
supervisors. I know you created a safe space for them to be transparent with each other. I think
your discovery questions into the root of the problem was excellent. I believe you sitting down
and helping your team to communicate made a difference in their approach to each other.
Excellent job James at being a great store manager.
from Module 6: Discussion Board 6.1 - Say Yes
Nov 23, 2022 2:02PM
Jessica Najarian
Dulce thanks for sharing. You honestly did the right thing in your collaboration session with
your coworker. I believe if had not including the team or management in your decision making
you would have had a better result. Personally, I would have compromised to every other day
each department switches off. So you would have avoid the negativity of adding whose job is
dealing with the rudest customers. I've been in the service industry for 30 years and equally we
all deal with rude customers from time to time. Lean into this learning and hopefully next time
things will end better for you.