A Study on WeSupport , a WeChat-based Learning Platform
Case Story 5 : Line Manager – Effectively dealing with conflict and communicating with workers through WeChat
Xiao Pengfei , a 42-year-old line manager originally from Anhui Province , has put the tips from CCR CSR ’ s WeSupport WeChat platform to good use at his factory .
On a personal level , WeChat has helped him stay connected with his family . He has spent the past 15 years working at the same factory in Dongguan , while his wife is back in the hometown taking care of their elderly parents and his son is off in college in Hunan Province . Pengfei lives in a dorm by himself where free Wi-Fi is provided , thus making it easy for him to stay in touch with family during his spare time .
But during the interview , Pengfei stresses the importance of WeChat in his work as a line manager . “ As all workers on my line have installed WeChat , I established a WeChat group with them to pass down all policies from top management and to organize dining out and activities at the weekend . This method of communication seems to be more accepted by young worker and workers provide much clearer feedback on each matter ,” he says .
According to Pengfei , many young workers these days have a greater plethora of life choices available than them and are under less economic pressure . He believes the majority of young workers have chosen to work in the factory at such a young age not out of economic necessity , but because they don ’ t want to finish school . They are much more free-spirited and often skip out on overtime shifts during peak season when they so please . Pengfei thinks that because of the age difference between young workers and their older counter parts , line managers have to spend more time guiding the young workers . As the lesson on “ How to be a good line manager ” on CCR CSR ’ s WeChat Platform outlines , the manager of each production line should not only be the “ technical advisor ” answering technical questions , he / she should also regularly strive to improve their own management styles , advise employees on how they can improve , take time to understand what their workers are really thinking , explain the purpose of each requirement and guide workers in the right direction .
Having worked as a line manager for over ten years , Pengfei has been constantly reviewing his management style and taking part in courses to improve his management skills . CCR CSR ’ s WeChat post “ How to deal with conflicts with workers ?” has left Pengfei with a deep impression as he has used some of the tips in practice .
Not so long ago , a new employee was transferred to Pengfei ’ s line from another line and many of the products he made failed the quality test . Pengfei went on to ask the reason and the worker replied : “ This is how I do my work ”. This answer provoked Pengfei , causing him to criticize the workers ’ attitude in front of other workers . This only made the situation worse . This worker claimed that his products were like this on other lines too and questioned whether Pengfei had a personal issue with him . They kept on quarreling for several minutes until Pengfei suddenly recalled the tips in the WeChat post . “ I calmed down and realized that only when we are both calm , will we find a solution . So I apologized to him and asked him to disregard my bad temper before .” Pengfei then calmly emphasized that although his initial tone was wrong , the quality of the products is very important and is their promise to the factory and brand .
After hearing Pengfei ’ s apology , the worker calmed down and began to listen to Pengfei ’ s suggestion on how to improve the quality of his products . Since then , the worker has been performing very well and all his products have passed the quality test .
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