A superintendent may want just to focus on maintaining his golf course, his crew reliably following instructions to the letter. But taking some time for his crew can make a big difference in handling problem employees.
At Potowomut Golf Course in East Greenwich, Rhode Island, superintendent Patrick Gertner makes it a point to find that time for his crew, problem-solving and listening to help keep the team running smoothly.
“I think the most important part for me is for them to understand what they’re trying to accomplish in their work,” says Gertner. “A problem employee might not understand the goals of a course. If you take the time to explain things, you might be able to turn them around.”
But some time might be saved in dealing with problem employees by asking the right questions and getting to know staff during the hiring process, he says.
“I try to find someone that really wants to work,” says Gertner. “I’m looking for more mature employees that understand work. I call references and talk with them.”
Gertner takes recommendations for employees from his current crew seriously as well. “The best way to get employees is through other employees. They’re not going to send you someone that’s going to make their job any harder.”
He also makes it a point to evaluate the possible hire for their best working conditions by asking questions and listening.
“I do that all the time,” he says. “Every employee has different needs, and every employee functions better in different areas. There are certain things that have to be done for a job, but we try to fit the employees into jobs so they work for us.”
Though he’ll sometimes be able to give the new employee a thorough orientation to the course, the work doesn’t always permit the time spent. Despite the pressure, he still finds time to show the employee the basics of what they’ll be doing and then give them the opportunity to prove themselves at the job.
“We don’t have the time to go through a lot of things with them, but we’ll get them started. I’ll say, ‘We’ll watch you closely for the first few weeks, but you can pick it up,’” he says. “The better employee they are, the better jobs they get. The more capable we think they are after a little while, the more we use them. Even early on, we’ve had guys that do four or five jobs.”
When there’s a dispute between crewmembers or an employee isn’t working with a certain job, he fights the urge to ignore it and gets involved.
“The first thing we learned at the Syngenta Business Institute was that most managers are conflict-avoiders,” says Gertner, “but we need, as managers, to sit with people, calmly explain what is required and sometimes listen to what’s going on. We have to explore what’s going on in a non-confrontational setting.”
Keeping the discussion calm and professional can make the difference in connecting with a problem employee to clear up misunderstanding or unknown issues with a job. It might even result in positive suggestions for the crew, but without an open setting, those ideas could never come forward or be resolved.
“I just try to treat the crew with respect. Treat them like real people and try not to talk down to them,” says Gertner. “If you take the time to do it, most employees can be salvaged if you just explain and listen. Usually you can talk things out before coming to the point where it won’t work out.”
Though it might be satisfying to use authority and let loose on the employee, more damage is usually done, he says. “Try not to scream and yell. I learned a long time ago that just doesn’t work out. I had a boss that would do that, and I learned a lot of great things from him, but I also decided that I just wasn’t going to treat people like that.”
It might seem difficult to give up the time, but a couple minutes spent talking can clear up a problem altogether and actually leave the crew stronger and more motivated.
“Make sure you have the whole story, talk to your assistants and talk to your crew,” says Gertner. “You might have to eventually say ‘This is how it’s going to be,’ but you can usually clear up a misunderstanding or work issues before that happens.”
