Being a rescuer is one of the biggest traps for hospitality managers. It’s one I used to fall into a lot and one I still see constantly with coaching clients.
When someone’s stuck or something hasn’t been done to the standard, it’s very tempting to jump in and fix it. I used to think that was what good management meant - taking pressure off people and making sure things were done properly. But what I thought was being supportive was often stopping people from building confidence and judgement in their role.
So instead of going straight into fix-it mode, try switching into coach mode by asking questions or giving feedback.
A few things you might ask:
• What do you think needs to happen next?
• What have you tried so far?
• What options do you see?
• What would a good outcome look like here?
• What support do you need from me?
Choosing to coach instead of rescue is a good example of the difference between nice and kind. Nice is stepping in so someone doesn’t struggle.
Kind is helping them grow so they don’t need rescuing next time.
It might take a little longer in the moment. But it's what builds ownership, confidence and capability in your team.
Are you a Rescuer?
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Noma vs Nice - Finding the Balance
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