The simple way to good service area relationships

“I can’t win” sighed John.

“Tough day?” I asked.  John was the Senior Manager of Work Health & Safety in a large organisation.

“It’s my senior colleagues from other areas” he began.  “We need a better approach to work health and safety around here, but that’s not going to happen if they don’t listen.”

“Why don’t they?”

“Because if I was them, I’d be doing exactly the same!  They’ve got serious businesses to run, they’re all on the hook for more profit next year and delivering services better.  Then along comes one of my team and somehow they’re supposed to prioritise my stuff’?”

He had a good point.  My next question surprised him:  “What are you accountable for?”

“John McIlwane” he calmly stated, extending his hand.  “Senior Manager Work Health and Safety.”

“Actually, that means nothing”.

That got his attention.  This was my chance to really help.

“All your title tells me is the sort of things you’re involved in.  It tells me that I shouldn’t call if my sales targets aren’t getting met.  But not much more than that”.

“OK….”

“My question” I continued, “is deliberately specific.  Does your boss expect you to ensure the safety of every worker in this organisation?”

John’s interest was piqued now.  “That’s what I’m always told.  What else?”.

“We remind every manager about what they are already accountable for – creating working conditions that allow each of their people to use their full capability.  This naturally includes ensuring safety and compliance. “

“And my part in that?” queried John.

“Expertise” I answered.  “Advice.  Knowledge.  Providing a team of experts that can help managers with whatever they need to do to keep their people safe, not break any laws or regulations and be consistent with the rest of the organisation.”

John laughed: “But that sounds too easy!  I just send one of my guys in with a copy of the latest legislation, and I’ve done my bit”.

“Nowhere near”  I answered immediately.  “Because each year we are going to ask each manager a simple question: ‘If you could choose between using John and his team versus an external consultant (at no charge) to assist you in meeting your work health and safety accountabilities, which would you choose.‘  And if you don’t score over 80%…..you’re done.”

John pondered.  Then his eyes lit up.

“Now that’s sounds bloody hard.  And like a real job!  Where do I sign?”.