How to Engage an Employee in Dialogue and Achieve Results?

During a line walk or a conversation with employees, we may encounter issues such as an employee's reluctance to engage or enter into a dialogue. They find many reasons to avoid the conversation. Why does this happen? What should be done in this situation? How can we engage an employee in dialogue and achieve an effective result?

Metalloinvest, like other enterprises, has faced this problem. In 2021, our company began implementing the "Risk Management System" project, which includes a solution to this problem — specifically, the "Leader Norms" practice.

I will tell you about our practice: how to conduct a useful dialogue and convey the value of safety to employees.

First and foremost, for a dialogue with an employee to be "successful," you need to prepare for it. How do you prepare for a dialogue?

Before heading to the shop floor for a line walk, you need to decide exactly where you are going and what you will focus on. If one of your focuses is "talking to an employee," it is better to decide in advance which employee you will conduct the conversation with.

After preparing for the walk, the next step is going to the shop floor. First of all, when entering the shop, do not forget to follow safety rules, as the manager is the primary carrier of the norm! Use all PPE and workwear intended for the specific shop you are visiting.

During the dialogue, you should follow the 20/80 rule: the manager speaks 20% of the time, and the worker speaks 80% of the time. When approaching an employee, you should introduce yourself, ask the employee if they can pause their work for the duration of the dialogue, and find out what task they are currently performing. During the dialogue, you should not ask questions that imply "yes" or "no" answers. You should ask questions that require detailed responses.

Example questions: What kind of work is this? What hazards and risks might arise while performing this task? What could be done differently?

During the dialogue, if you see positive points, don't forget to praise the employee, as motivation is four times more effective than demotivation. At the end of the dialogue, remember to thank the employee for their time.

Recommendations for conducting a dialogue:

• It is not recommended to immediately ask questions or point out that something is being violated. It is recommended to greet them, shake hands, introduce yourself first, and explain why you are there.
• It is not recommended to draw conclusions about the safety or unsafety of the work based on your own understanding and build the subsequent dialogue on that basis. It is recommended to first clarify what the work is, learn about its specifics, and then observe and discuss what could go wrong.
• It is not recommended to immediately focus on controversial points or pay more attention to them later. It is recommended to first praise the correct execution of work elements. For every corrective comment, provide two positive ones.
• It is not recommended to evaluate the employee's personal qualities. It is recommended to speak only about the situation itself, the incorrectness of a decision or action.
• It is not recommended to play a "one-sided game" without giving the person a chance to explain or ask questions. It is recommended to be open to an open conversation and receiving feedback.

Remember that a Manager is a mentor, not a judge! Our task is to change behavior and attitudes toward safety through observation, communication, and specific, well-thought-out actions agreed upon with the employee.