From the Ask Tom mailbag:

Question:
I’m a new manager for a staff of about 65 people. It seems that my predecessor was not a good manager. I was left with people misinformed about company and regulatory policies. Anytime I point out something being done incorrectly, I end up being the bad guy. I’ve tried to be nice, explain my reasoning and show proof, but it doesn’t work. They just keep saying the previous manager didn’t tell them. One staff member even called another department to complain. How can I get them to listen and comply with rules and regulatory policies we have to follow? Should I start writing people up or just keep explaining myself?

Response:
One thing I learned a long time ago, no one listens to me. It doesn’t matter how brilliant I am. It doesn’t matter how I nail the solution to the problem, I get no respect. It’s the Rodney effect.

Why should they listen to you? Whatever you have to say, means a change for them. And it doesn’t matter if you are right.

There is one person, however, they will listen to. If you can figure out who that person is, and get that person to dispense the helpful advice, you will make some headway.

I have found the only person from whom people will take negative criticism is themselves. The advice has to come from them.

Here is how I would start. Observe the kinds of things that people are doing outside of guidelines and policies, take some notes and build a list. Then call a meeting to discuss how we could make improvements in various areas. Describe one difficulty or problem or one process in which we would like a different result. Divide the team into smaller groups of 2-3 to brainstorm ideas to get the best ideas, then invite team members to take the new actions and try them out.

I would conduct these five minute meetings 2-3 times per week, looking at all kinds of ways to make improvements. Pretty soon, they will see new ideas you never thought of. And you don’t have to be the critical parent.