How to Create a Professional Workforce

Always Compete, Gaining an Edge, Get Better, Go Full Speed, Goal Setting, Growth, Motivation, Personal Mastery, Problem-Solving, Professional Development

In December/January 2018/19, the U.S. Government shut down for about six weeks.  Military was unaffected but every other agency, including the Coast Guard was.  Most workers were sent home without pay but some critical employees, like TSA agents and air traffic controllers were forced to work without pay.

As a frequent air traveler, I was concerned that this shutdown would mirror the famous Sequester of past years.  During that slowdown, I experienced several air cancellations and one horrific experience in Montreal trying to get through U.S. Customs and almost missing my flight. In that instance, I could see the employees deliberately working slower to demonstrate their unhappiness with the situation.  It affected us passengers and I had zero empathy.

But this time was different. All of my flights were on schedule. My biggest fear, long lines and extra grumpy TSA agents was unfounded.  The agents at both BNA and BWI were actually more friendly and the lines weren’t that bad.  I remember thinking now THAT’s what a professional looks like.  A professional is so good that they would perform well without pay.

As The Boss, could you create a professional workforce like that?  Keep in mind, shutdown aside, the TSA is oft-maligned for lack of professionalism (I have witnessed this) but in a crunch they turned to.  If you’d like to have the positive attitude on your team, here are some suggestions:

  1. Hire only Winners. Start with the right raw materials. Be sure to screen according to values and expectations.
  2. Set Firm Expectations. Be sure to let new hires and current staff know your expectations for excellence.  Accept no less.
  3. Tie them into the Big Picture.  Let them know that what they do actually matters.  In the case of TSA, you could let them know what a conflagration of delayed passengers could cost in terms of revenue and how that could impact the economy. You and how effectively and efficiently you process a passenger has an impact on the U.S. economy and of course safety!
  4. Provide Consistent Feedback and Coaching.  Be sure to take an active interest in your employees’ personal and professional development.

So there you have it. The stuff you ought to be doing anyway as The Boss but maybe in a new context.  It’s a tough job.  Thank goodness you have the privilege of doing it!