• Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
  • PRODUCTS
  • CONTRACTORS
  • ENGINEERS
  • RADIANT & HYDRONICS
  • INSIGHTS
  • MEDIA
  • RESOURCES
  • EMAGAZINE
  • SIGN UP!
cart
facebook instagram twitter linkedin youtube
  • CONTRACTORS
  • BATH & KITCHEN PRO
  • BUSINESS MANAGEMENT
  • HIGH EFFICIENCY HOMES
  • TECHNOLOGY
  • WATER TREATMENT
  • PMC COLUMNS
  • PMC COLUMNS
  • Dave Yates: Contractor’s Corner
  • John Siegenthaler: Hydronics Workshop
  • Kenny Chapman: The Blue Collar Coach
  • Matt Michel: Service Plumbing Pros
  • Scott Secor: Heating Perceptions
  • ENGINEERS
  • CONTINUING EDUCATION
  • DECARBONIZATION | ELECTRIFICATION
  • FIRE PROTECTION
  • GEOTHERMAL | SOLAR THERMAL
  • PIPING | PLUMBING | PVF
  • PME COLUMNS
  • PME COLUMNS
  • Christoph Lohr: Strategic Plumbing Insights
  • David Dexter: Plumbing Talking Points
  • James Dipping: Engineer Viewpoints
  • John Seigenthaler: Renewable Heating Design
  • Lowell Manalo: Plumbing Essentials
  • Misty Guard: Guard on Compliance
  • RADIANT & HYDRONICS
  • RADIANT COMFORT REPORT
  • THE GLITCH & THE FIX
  • INSIGHTS
  • CODES
  • GREEN PLUMBING & MECHANICAL
  • PROJECT PROFILES
  • COLUMNS
  • SPONSOR INSIGHTS
  • COLUMNS
  • Codes Corner
  • Natalie Forster: Editorial Opinion
  • Guest Editorial
  • MEDIA
  • PODCASTS
  • VIDEOS
  • WEBINARS
  • RESOURCES
  • INDUSTRY CALENDAR
  • DIRECTORIES
  • EBOOKS
  • PM BOOKSTORE
  • CE CENTER
  • MARKET RESEARCH
  • CLASSIFIEDS
  • EMAGAZINE
  • EMAGAZINE
  • ARCHIVE ISSUES
  • CONTACT
  • ADVERTISE
  • PME EMAGAZINE ARCHIVES
search
cart
facebook instagram twitter linkedin youtube
  • Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
  • PRODUCTS
  • CONTRACTORS
    • BATH & KITCHEN PRO
    • BUSINESS MANAGEMENT
    • HIGH EFFICIENCY HOMES
    • TECHNOLOGY
    • WATER TREATMENT
    • PMC COLUMNS
      • Dave Yates: Contractor’s Corner
      • John Siegenthaler: Hydronics Workshop
      • Kenny Chapman: The Blue Collar Coach
      • Matt Michel: Service Plumbing Pros
      • Scott Secor: Heating Perceptions
  • ENGINEERS
    • CONTINUING EDUCATION
    • DECARBONIZATION | ELECTRIFICATION
    • FIRE PROTECTION
    • GEOTHERMAL | SOLAR THERMAL
    • PIPING | PLUMBING | PVF
    • PME COLUMNS
      • Christoph Lohr: Strategic Plumbing Insights
      • David Dexter: Plumbing Talking Points
      • James Dipping: Engineer Viewpoints
      • John Seigenthaler: Renewable Heating Design
      • Lowell Manalo: Plumbing Essentials
      • Misty Guard: Guard on Compliance
  • RADIANT & HYDRONICS
    • RADIANT COMFORT REPORT
    • THE GLITCH & THE FIX
  • INSIGHTS
    • CODES
    • GREEN PLUMBING & MECHANICAL
    • PROJECT PROFILES
    • COLUMNS
      • Codes Corner
      • Natalie Forster: Editorial Opinion
      • Guest Editorial
    • SPONSOR INSIGHTS
  • MEDIA
    • PODCASTS
    • VIDEOS
    • WEBINARS
  • RESOURCES
    • INDUSTRY CALENDAR
    • DIRECTORIES
    • EBOOKS
    • PM BOOKSTORE
    • CE CENTER
    • MARKET RESEARCH
    • CLASSIFIEDS
  • EMAGAZINE
    • EMAGAZINE
    • ARCHIVE ISSUES
    • CONTACT
    • ADVERTISE
    • PME EMAGAZINE ARCHIVES
  • SIGN UP!
Columns

'Why Didn't He Say Something To Me?'
Paul Ridilla

By Paul Ridilla
July 2, 2001
Wouldn't it be nice if your employees would just tell you what's bothering them? Oh, you'll hear about their complaints, problems, frustrations and all kinds of petty grievances all right - but from your other employees, business associates, maybe even customers. Many of these dilemmas could be easy to fix if you only just knew about them.

Upward communication from employees has always been a major concern for contractors. Let's take a look at some of the positive techniques that will keep the channels of communication clear. We'll begin with Chapter 1 of Human Relations 101, or, since we have many unique situations in our great construction industry, I prefer to use the title, "Humaneering 101."

While the list of roadblocks to open communications is long, at the top is the cause for all the rest - fear. What will happen if I say the wrong thing? Am I rat fink for telling what someone is doing wrong that affects me or my job? Will the other employees think I'm a suck-up for trying to help?

You've probably heard plenty of other variations of these sentiments. To help provide a conducive atmosphere for upward communication, consider the following:

  • Post a written chain of command to clearly define your company's communication channels. A vertical line on this written chart establishes over whom you have authority to tell what to do and those other employees that you must ask for their help. Naturally, you retain full responsibility for anyone you have the power to command. There is no limit to the number of employees below you in that written chain, but you can have only one above you.

  • Your entire management team should be trained in communication basics and also good listening skills. We will go into more detail with supervisory dos and don'ts in our next issue, but you need to emphasize and enforce your white collar "wear a smile" policy. A boss's smile creates that ever so critical positive body language that makes it easy for a subordinate to approach and communicate. A frown or deadpan look will discourage or even prevent any upward communication.

  • Always conduct upward communication in one-on-one settings. Group meetings are great for downward communication, that is, after a company decision has been finalized. Feedback - essentially what you are really after in upward communication - works best in private. Whenever possible meet informally at his or her work site rather than in your office to make them feel more comfortable and attract less attention.

  • Such one-on-one sessions should be conducted by the next line supervisor on your organization chart. Other executives may sit in with that immediate supervisor when necessary.

  • Ask open-ended questions that cannot be answered with a yes or no. You need them to talk so that you can listen. Compare this to "reading between the lines." You need to learn how to listen to what they are thinking.

  • Make notes of any promises or commitments that you make and keep them in his or her file until you have "kept their word."

  • Do not share private or personal conversations or information with anyone else. When they talk with you confidentially they expect you to keep it confidential.

  • Always thank them sincerely for their input and invite them to get back to you as often as they wish.

    While the notion may seem old fashioned, also consider using an ongoing suggestion box. Some contractors reward the best idea of each month and accumulate these for the best idea of each year. I have clients who have added a couple lines on their weekly time sheet for each foreman to suggest positive changes. Suggestion boxes were very popular back in the 1940s and 1950s, but died off due to a lack of response from management.

    A new twist on the suggestion box may be today's preference for e-mail. While a personal meeting is best, e-mail does allow the ball to get rolling. At the very least, your employees can now send you their messages without attracting attention from other employees. You must respect their confidentiality, however, to maintain this open channel.

    Finally, I've saved the best for last. Using my Green and Gold mentoring program has many natural advantages when it comes to fostering upward communication. For one thing, there's no fear of retribution when discussing concerns with a mentor. Plus, a certain level of trust has already been established. In addition, senior workers have already experienced plenty of ups and downs working on jobsite after jobsite with all the attendant personal and family joys, problems, frustration and resolutions that someone just starting out is beginning to experience.

    Most of what I've described this month is only the beginning for creating and maintaining effective upward communication. Your employees are your most valuable asset, and you need to hear what they are thinking. Next month, we'll look at opening up this upward communication through your jobsite supervisors.

  • Share This Story

    Looking for a reprint of this article?
    From high-res PDFs to custom plaques, order your copy today!

    Ridilla

    Questions? Need help? Call Paul at 407/699-8515, on his cell at 407/467-4916 or e-mail him (reference Plumbing & Mechanical magazine).

    Recommended Content

    JOIN TODAY
    to unlock your recommendations.

    Already have an account? Sign In

    • Worker using the Milwaukee Tool SWITCH PACK drain cleaner

      Pipeline profits: Drain cleaning, pipe inspection create opportunities

      Drain cleaning and inspection services offer lucrative...
      Plumbing News
      By: Nicole Krawcke
    • Uponor employee, Arturo Moreno

      The reinvestment in American manufacturing and training

      Plumbing & Mechanical Chief Editor Nicole Krawcke and...
      Plumbing News
      By: Nicole Krawcke and Natalie Forster
    • March 2024 Women in Plumbing hero image of woman engineer overlayed by circle of hexagon shapes with numbers from 1 to 10

      Celebrating 10 Influential Women in the Plumbing Industry

      Celebrating Women's History Month and Women in...
      Plumbing News
      By: Nicole Krawcke
    Subscribe For Free!
    • eNewsletters
    • Online Registration
    • Subscription Customer Service
    • eMagazine
    • Manage My Preferences

    AI can boost efficiency and profitability for plumbing, HVAC contractors

    AI can boost efficiency and profitability for plumbing, HVAC contractors

    NIBCO Press Solutions

    NIBCO Press Solutions

    Bell & Gossett Illustrates Path to Net-zero at AHR Expo

    Bell & Gossett Illustrates Path to Net-zero at AHR Expo

    IPEX celebrates grand opening of new Florida distribution center

    IPEX celebrates grand opening of new Florida distribution center

    More Videos

    Sponsored Content

    Sponsored Content is a special paid section where industry companies provide high quality, objective, non-commercial content around topics of interest to the Plumbing & Mechanical audience. All Sponsored Content is supplied by the advertising company and any opinions expressed in this article are those of the author and not necessarily reflect the views of Plumbing & Mechanical or its parent company, BNP Media. Interested in participating in our Sponsored Content section? Contact your local rep!

    close
    • J.J. Keller CMV vehicles on road
      Sponsored byJ. J. Keller & Associates, Inc.

      The dash cam game-changer for small business safety

    Popular Stories

    The interior of a government building.

    President Trump signs executive order promoting skilled trades and apprenticeships

    Figure 1 is a sketch of the flow problems of the current plumbing system.

    Hydronic heating glitch solved: Why adding a circulator won't fix primary loop flow issue

    Underfloor heating installation with drain sewer hole in bathroom close up on water floor heating.

    Using hydronics to leverage time-of-use electrical rates

    PM BEMIS June 25 Free Webinar: Optimizing Plumbing Solutions for Single-Family, Multi-Family & Public Spaces

    Events

    November 13, 2024

    Future Proofing MEP: Navigating the 2026 High Efficiency Water Heating Standards

    Join our deep dive into DOE’s new standards so you can future-proof your MEP practice.

    EARN: 0.1 ASPE CEU; 1 AIA LU/HSW; 0.1 IACET CEU*; 1 PDH

    View All Submit An Event

    Poll

    Will business be up or down in 2025?

    Do you anticipate business in 2025 to be up or down in comparison to 2024?
    View Results Poll Archive

    Products

    The Water Came To A Stop

    The Water Came To A Stop

    See More Products

    Download the FREE Water Conservation, Quality & Safety eBook: Plumbing Trends Increasing Safe Water Availability

    ×

    Keep your content unclogged with our newsletters!

    Stay in the know on the latest plumbing & piping industry trends.

    JOIN TODAY!
    • RESOURCES
      • Advertise
      • Contact Us
      • Directories
      • Store
      • Want More
      • Supply House Times
    • SIGN UP TODAY
      • Create Account
      • eMagazine
      • eNewsletter
      • Customer Service
      • Manage Preferences
    • SERVICES
      • Marketing Services
      • Reprints
      • Market Research
      • List Rental
      • Survey/Respondent Access
    • STAY CONNECTED
      • LinkedIn
      • Facebook
      • Instagram
      • YouTube
      • X (Twitter)
    • PRIVACY
      • PRIVACY POLICY
      • TERMS & CONDITIONS
      • DO NOT SELL MY PERSONAL INFORMATION
      • PRIVACY REQUEST
      • ACCESSIBILITY

    Copyright ©2025. All Rights Reserved BNP Media.

    Design, CMS, Hosting & Web Development :: ePublishing

    search
    cart
    facebook instagram twitter linkedin youtube
    • Sign In
    • Create Account
    • Sign Out
    • My Account
    • NEWS
    • PRODUCTS
    • CONTRACTORS
      • BATH & KITCHEN PRO
      • BUSINESS MANAGEMENT
      • HIGH EFFICIENCY HOMES
      • TECHNOLOGY
      • WATER TREATMENT
      • PMC COLUMNS
        • Dave Yates: Contractor’s Corner
        • John Siegenthaler: Hydronics Workshop
        • Kenny Chapman: The Blue Collar Coach
        • Matt Michel: Service Plumbing Pros
        • Scott Secor: Heating Perceptions
    • ENGINEERS
      • CONTINUING EDUCATION
      • DECARBONIZATION | ELECTRIFICATION
      • FIRE PROTECTION
      • GEOTHERMAL | SOLAR THERMAL
      • PIPING | PLUMBING | PVF
      • PME COLUMNS
        • Christoph Lohr: Strategic Plumbing Insights
        • David Dexter: Plumbing Talking Points
        • James Dipping: Engineer Viewpoints
        • John Seigenthaler: Renewable Heating Design
        • Lowell Manalo: Plumbing Essentials
        • Misty Guard: Guard on Compliance
    • RADIANT & HYDRONICS
      • RADIANT COMFORT REPORT
      • THE GLITCH & THE FIX
    • INSIGHTS
      • CODES
      • GREEN PLUMBING & MECHANICAL
      • PROJECT PROFILES
      • COLUMNS
        • Codes Corner
        • Natalie Forster: Editorial Opinion
        • Guest Editorial
      • SPONSOR INSIGHTS
    • MEDIA
      • PODCASTS
      • VIDEOS
      • WEBINARS
    • RESOURCES
      • INDUSTRY CALENDAR
      • DIRECTORIES
      • EBOOKS
      • PM BOOKSTORE
      • CE CENTER
      • MARKET RESEARCH
      • CLASSIFIEDS
    • EMAGAZINE
      • EMAGAZINE
      • ARCHIVE ISSUES
      • CONTACT
      • ADVERTISE
      • PME EMAGAZINE ARCHIVES
    • SIGN UP!