What makes an effective manager?

In May 2023 the CIPD published a report on how employees are affected by management quality. The study found that employees with good line managers are more likely to be committed to their employer, to volunteer for tasks outside their job description, and to seek innovative solutions to problems. Quality of management also had a significant impact on employees’ mental wellbeing and overall job satisfaction. These findings, while perhaps unsurprising, may cause some employers to consider what skills and characteristics they should be promoting in their own management team.

Effective communication

In any given day, managers may be called on to fulfil a number of roles including delegator, mediator, trainer, and motivator. All of these roles require strong communication skills. An effective manager does more than just give instructions. They are able to convey to employees what is expected of them, and the value they add to the business.  

Being an effective communicator also encompasses being a good listener. Managers should get to know the individuals in their team and should consider consulting them on any major decisions which will affect them. Employees can be a source of valuable insight to a manager and may be more likely to support a decision when they have had the opportunity to have their say.

Effective communication is also crucial for minimising workplace grievances. Minor issues and annoyances can spiral into larger grievances when employees feel that their complaint was ignored or they were not kept informed of what action was taken. A manager who listens to their team is also more likely to spot small issues and annoyances and resolve them before they become formal grievances.

Clear standards

Employees can quickly become frustrated and discouraged if they do not understand what is expected from them. It is up to managers to set clear goals for their team and make it clear how success will be measured. Goals should be SMART (specific, measurable, achievable, relevant, time-bound), and formed in collaboration with the employees. Managers should provide constant feedback on progress and give praise when it is due. Employees are more likely to go the extra mile when they know that their efforts are noticed and appreciated. Positive feedback can also provide a boost to team morale and employee wellbeing.   

A clear annual appraisal process may also help employers set standards for their team. Employers should ensure that managers are trained on how to conduct appraisals and that criteria is applied fairly and consistently across the business.

Emotional Intelligence

One of the more challenging aspects of being a manager is having difficult conversations with employees to discuss things like:  

• a decrease in performance;
• a complaint from a client;
• repeated short term sickness absence; or
• risk of redundancy.

Its not unusual for a conversation of this nature to result in the disclosure of a personal problem the employee is having and how it may be affecting their work or for the employee to become  emotional, defensive or argumentative.   Managers with softer skills like patience, empathy, and compassion are more likely to succeed in difficult conversations due to their ability to build trust, foster open communication, and navigate emotions effectively. These skills enable them to create an environment where employees feel valued and understood, reducing resistance and facilitating problem-solving. By actively listening, showing empathy, and approaching conversations with a genuine desire to find mutually beneficial solutions, these managers can de-escalate conflicts, reduce stress, and ultimately achieve successful outcomes. Additionally, their focus on long-term relationship-building and employee development fosters a positive and supportive workplace culture, leading to better results over time.

What can employers do to improve management at their business?

Employers should also pay close attention to who they promote to management roles. Not every person is suited for management and those who are may not be the employee with the highest sales figures or the longest length of service. Instead employers should focus on individuals with strong interpersonal skills who can bring out the best in their team.

Make sure that managers have someone they can turn to if they are feeling stressed or overwhelmed, and know what support is available to them. 

Managers, like all employees, need proper training and support to do well in their roles. As well as ensuring that their managers know and understand the business’s policies, particularly the ones regarding equal opportunities, bullying and harassment, and disciplinary and grievance procedures; employers should invest in leadership development for their managers.  Leadership development enables managers to develop their individual leadership style through developing communication, influencing and coaching skills as well as understanding what motivates people, the importance of values and their own self-awareness.

If you feel that your management team could benefit from some people management training or leadership development, get in touch. Our HR Consultant, Cath Dixon, can provide training for your management team. For other employment law queries, contact our Employment Team at employment@warnergoodman.co.uk or call 023 8071 7717.