{"id":1611,"date":"2016-05-31T14:00:35","date_gmt":"2016-05-31T18:00:35","guid":{"rendered":"https:\/\/balmert.com\/?p=1611"},"modified":"2019-10-14T13:31:23","modified_gmt":"2019-10-14T17:31:23","slug":"undercover-boss","status":"publish","type":"post","link":"https:\/\/balmert.com\/pt\/2016\/05\/31\/undercover-boss\/","title":{"rendered":"Chefe disfar\u00e7ado"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"1611\" class=\"elementor elementor-1611\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-33d6d93 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"33d6d93\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1f4623e\" data-id=\"1f4623e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-482ef30 elementor-widget elementor-widget-text-editor\" data-id=\"482ef30\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\">\u201cSe voc\u00ea n\u00e3o est\u00e1 obtendo boas informa\u00e7\u00f5es, n\u00e3o importa o qu\u00e3o forte seja o seu desejo.\u201d<\/p><p style=\"text-align: right;\">~ Paul Azinger<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1a7465a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1a7465a\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-992fb3c\" data-id=\"992fb3c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4a47fe3 elementor-widget elementor-widget-text-editor\" data-id=\"4a47fe3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Lembrar <em>Chefe disfar\u00e7ado<\/em>? 38 milh\u00f5es de espectadores assistiram \u00e0 primeira transmiss\u00e3o; o programa se tornou t\u00e3o popular que lan\u00e7ou vers\u00f5es em uma d\u00fazia de pa\u00edses em todo o mundo. Os produtores do programa tiveram uma ideia inovadora: o chef\u00e3o do HQ - tamb\u00e9m conhecido como CEO - iria se disfar\u00e7ar, sendo contratado para realizar o tipo de trabalho feito por pessoas boas em suas roupas que s\u00e3o a espinha dorsal de seus neg\u00f3cios. Como ningu\u00e9m sabia quem era o novo cara, o CEO veria a vida real, de perto e pessoalmente.<\/p><p>O CEO da rede de hot\u00e9is limparia os quartos; o CEO da franquia de fast food faria sandu\u00edches; em um campo de golfe, o CEO vasculhou os bunkers e cortou os campos.<br \/><br \/>Fale sobre reality shows! Aposto que o CEO voltou para casa cansado.<\/p><p>O tema consistente em cada epis\u00f3dio de <em>Chefe disfar\u00e7ado<\/em> Foi como o CEO ficou chocado com a apar\u00eancia da realidade, na linha de frente das opera\u00e7\u00f5es da empresa. Em entrevistas de acompanhamento (conduzidas por alguns pesquisadores espertos que perceberam como essas coisas eram boas), aqui est\u00e1 o que alguns dos CEOs apresentados nas hist\u00f3rias t\u00eam a dizer sobre o que aprenderam com a experi\u00eancia:<br \/>\u00a0<br \/>\u201c\u00c9 muito mais desafiador do que eu jamais imaginei estar na linha de frente e fazer o trabalho que eles t\u00eam que fazer. Por um lado, apenas as condi\u00e7\u00f5es meteorol\u00f3gicas que eles t\u00eam que fazer ... fazia 109 graus naquela garagem em que est\u00e1vamos trabalhando. \u201d<br \/>\u00a0<br \/>\u201cPercebi que o trabalho \u00e9 muito mais complexo do que jamais imaginei. Tenho vendido franquias e dito \u00e0s pessoas que esta era uma opera\u00e7\u00e3o simples e que qualquer um poderia fazer, e aqui estou eu me esfor\u00e7ando para fazer um sandu\u00edche \u201d.<br \/>\u00a0<br \/>\u201cSentamos em nossa sala de confer\u00eancias todas as quartas-feiras e tomamos decis\u00f5es. Percebi que precisamos tomar essas decis\u00f5es com um conhecimento muito mais espec\u00edfico de como o trabalho realmente funciona e como isso afeta as coisas na linha de frente. \u201d<br \/>\u00a0<br \/>Para que voc\u00ea n\u00e3o tenha a impress\u00e3o errada aqui, as descobertas nem sempre foram negativas; em muitos casos, o CEO ficou impressionado com seus seguidores:<br \/>\u00a0<br \/>\u201cEsses s\u00e3o funcion\u00e1rios de sal\u00e1rio m\u00ednimo que se importam absolutamente. Eles est\u00e3o interessados no que est\u00e3o fazendo, e passei a apreciar sua \u00e9tica de trabalho. \u201d<br \/>\u00a0<br \/>Em organiza\u00e7\u00f5es de todo o mundo, a dedica\u00e7\u00e3o \u00e0 causa por aqueles que fazem o trabalho real para criar valor - o que por aqui chamamos de Linha de Valor - \u00e9 nada menos que inspirador.<br \/>Voc\u00ea provavelmente est\u00e1 pensando que nada disso \u00e9 uma grande surpresa, pelo menos para voc\u00ea. Mas para o l\u00edder, sentado atr\u00e1s da mesa de mogno no escrit\u00f3rio do canto, como eles pr\u00f3prios admitiram, sim.<br \/>\u00a0<br \/>Faz voc\u00ea se perguntar: por que isso?<br \/>\u00a0<br \/><strong>Em busca de boas informa\u00e7\u00f5es<\/strong><br \/>\u00a0<br \/>Se eu fosse um desses pesquisadores, conduzindo as entrevistas de acompanhamento com o CEO, teria feito esta pergunta: <em>Agora que voc\u00ea mudou de estrat\u00e9gia, o que aprendeu sobre execu\u00e7\u00e3o em sua organiza\u00e7\u00e3o?<\/em><br \/>\u00a0<br \/>Aposto que a primeira coisa que dir\u00e3o \u00e9 que a execu\u00e7\u00e3o \u00e9 realmente dif\u00edcil e como agora eles valorizam muito melhor aqueles que \u201cfazem a obra\u201d em suas roupas. Provavelmente, eles admitem que as coisas n\u00e3o s\u00e3o ajudadas pelo fato de que muitos l\u00edderes - come\u00e7ando com moi - \u201cn\u00e3o t\u00eam muita id\u00e9ia do que realmente est\u00e1 acontecendo em minha organiza\u00e7\u00e3o\u201d. E, &quot;Estou muito melhor, agora sabendo o que sei.&quot;<br \/>\u00a0<br \/>Totalmente previs\u00edvel.<br \/>\u00a0<br \/>\u00c0s vezes, \u00e9 preciso um passo ousado para cortar a burocracia que envolve a execu\u00e7\u00e3o - o chefe, disfar\u00e7ado - mas \u00e0s vezes \u00e9 t\u00e3o simples quanto pedir aos seguidores a verdade, toda a verdade, e nada al\u00e9m da verdade. Alguns - mas provavelmente n\u00e3o todos - desistir\u00e3o da verdade, se confiarem no l\u00edder, e se n\u00e3o pensarem que o que dizem ser\u00e1 usado de forma equivocada. Observe os ifs.<br \/>\u00a0<br \/>Claro, isso pressup\u00f5e que o l\u00edder quer saber a verdade - e pergunta sobre isso. Por que n\u00e3o?<br \/>\u00a0<br \/>Na verdade, s\u00e3o duas perguntas, nenhuma das quais \u00e9 ret\u00f3rica, e ambas s\u00e3o importantes.<br \/>\u00a0<br \/>Existem algumas evid\u00eancias que sugerem que os l\u00edderes nem sempre querem saber a verdade. Um exemplo vem do mundo do atendimento ao cliente. Os autores de <em>O melhor servi\u00e7o \u00e9 nenhum servi\u00e7o<\/em> relataram, &quot;Mais de 70 por cento dos CEOs acreditam que suas empresas fornecem atendimento ao cliente&quot; acima da m\u00e9dia &quot;, mas quase 60 por cento dos clientes dessas empresas declararam que est\u00e3o um tanto ou extremamente chateados com sua experi\u00eancia de atendimento ao cliente mais recente.&quot;<br \/>\u00a0<br \/>Essa \u00e9 uma grande desconex\u00e3o! Se eles quisessem saber o estado de seu atendimento ao cliente, suponho que o CEO poderia se disfar\u00e7ar no Service Desk: provavelmente receberia uma bronca - de seus clientes. Por outro lado, se eles tivessem perguntado, aposto que qualquer um no Atendimento ao Cliente teria prazer em ceder os dados, \u201cMuitos de nossos clientes n\u00e3o est\u00e3o nem um pouco satisfeitos com nosso servi\u00e7o\u201d.<br \/>\u00a0<br \/>Mas eles n\u00e3o fizeram nada. Talvez o atendimento ao cliente n\u00e3o seja importante - ou talvez fazer essa pergunta signifique: \u201cMais um problema que tenho de consertar\u201d.<br \/>\u00a0<br \/><strong>Obtendo melhores informa\u00e7\u00f5es sobre execu\u00e7\u00e3o<\/strong><br \/>\u00a0<br \/>\u00c9 tudo t\u00e3o simples. Execu\u00e7\u00e3o \u00e9 o que \u00e9 feito; qu\u00e3o bem isso \u00e9 feito. Quer se trate de execu\u00e7\u00e3o de neg\u00f3cios ou execu\u00e7\u00e3o de seguran\u00e7a, n\u00e3o h\u00e1 como escapar do fato de que &quot;\u00e9 o que \u00e9.&quot; Para qualquer coisa feita por n\u00f3s, humanos, a execu\u00e7\u00e3o raramente \u00e9 f\u00e1cil e nunca perfeita.<br \/>\u00a0<br \/>Os l\u00edderes sabem disso. Mas, no calor da batalha di\u00e1ria, os l\u00edderes regularmente perdem isso de vista. Se fosse de outra forma, voc\u00ea ouviria consistentemente os l\u00edderes vendendo \u201cexecu\u00e7\u00e3o fabulosa - n\u00e3o perfeita\u201d; lembrando a equipe: \u201cNosso servi\u00e7o de atendimento ao cliente \u00e9 p\u00e9ssimo\u201d; assumindo a posi\u00e7\u00e3o \u201cN\u00e3o vou aprovar essa mudan\u00e7a at\u00e9 que converse com os caras da linha de frente para descobrir se eles acham que isso vai funcionar\u201d.<br \/>\u00a0<br \/>Voc\u00ea nunca ouve isso. Pelo menos em nenhum lugar onde trabalhei.<br \/>\u00a0<br \/>L\u00edderes no topo, que dizem que entendem a execu\u00e7\u00e3o e qu\u00e3o importante ela \u00e9, deveriam gritar por informa\u00e7\u00f5es sobre o que realmente est\u00e1 acontecendo l\u00e1 fora. Os l\u00edderes deveriam dar seu favorito: \u201cN\u00e3o ado\u00e7ar a realidade\u201d Discurso de Stump; deve estar no ch\u00e3o de f\u00e1brica observando o que est\u00e1 acontecendo. Seu telefone deve tocar fora do gancho, seu chefe constantemente bombardeando voc\u00ea com perguntas sobre o que realmente est\u00e1 acontecendo l\u00e1 fora.<br \/>\u00a0<br \/>Deveria, quatro vezes, se voc\u00ea estiver anotando o placar em casa.<br \/>\u00a0<br \/>Em vez disso, \u00e9 preciso um produtor de programa de TV, procurando ganhar dinheiro colocando os olhos nas telas de TV, para fazer o chef\u00e3o descobrir o que realmente est\u00e1 acontecendo. Quanto a todos esses telespectadores, acho que eles est\u00e3o assistindo para ver se esse traje \u00e9 diferente daquele para o qual est\u00e3o trabalhando. O que n\u00e3o \u00e9.<br \/>\u00a0<br \/>E \u00e9 assim mesmo.<br \/>\u00a0<br \/><strong>Considere as alternativas<\/strong><br \/>\u00a0<br \/>Todo l\u00edder, do CEO ao supervisor da linha de frente, deseja que cada seguidor volte para casa, vivo e bem no final de cada dia. Uma \u00f3tima execu\u00e7\u00e3o far\u00e1 isso por voc\u00ea. At\u00e9 este ponto, o dedo apontando (e \u00e9 <em>aquele<\/em>) foi na dire\u00e7\u00e3o do chef\u00e3o, que est\u00e1 muito distante da a\u00e7\u00e3o. Eles s\u00e3o um alvo f\u00e1cil para essa cr\u00edtica. E se voc\u00ea? Voc\u00ea est\u00e1 sempre informado? Voc\u00ea sabe quase tudo que est\u00e1 acontecendo l\u00e1 fora? \u00a0<br \/>\u00a0<br \/>Se voc\u00ea \u00e9, e se o faz, bom para voc\u00ea.<br \/>\u00a0<br \/>Sendo assim, se voc\u00ea tiver problemas, saber\u00e1 tudo sobre eles e, bom l\u00edder que voc\u00ea \u00e9, estar\u00e1 por cima deles. N\u00e3o haveria muitas surpresas, pelo menos n\u00e3o no lado negativo. Voc\u00ea teria dificuldade em se lembrar da \u00faltima vez que algu\u00e9m ligou no meio da noite para lhe dar as m\u00e1s not\u00edcias.<br \/>\u00a0<br \/>Por outro lado, \u00e9 inteiramente poss\u00edvel que not\u00edcias ruins ainda cheguem regularmente em sua dire\u00e7\u00e3o. Se for, considere isso um indicador importante: h\u00e1 muita coisa acontecendo que voc\u00ea n\u00e3o conhece - sobre a execu\u00e7\u00e3o. \u00a0<br \/>\u00a0<br \/>Isso \u00e9 particularmente ruim se as m\u00e1s not\u00edcias que voc\u00ea est\u00e1 recebendo envolvem seguran\u00e7a. Se voc\u00ea entende a execu\u00e7\u00e3o em geral e a execu\u00e7\u00e3o de seguran\u00e7a em particular, entender\u00e1 por que isso acontece.<br \/>\u00a0<br \/>Ent\u00e3o, de volta ao in\u00edcio. Execu\u00e7\u00e3o \u00e9 fazer: \u00e9 isso que produz um resultado. Os incidentes de seguran\u00e7a s\u00e3o o resultado; as causas que produzem esse resultado est\u00e3o fadadas a ser encontradas na execu\u00e7\u00e3o: o que \u00e9 feito: qu\u00e3o bem \u00e9 feito; se \u00e9 feito em tudo.<br \/>\u00a0<br \/>A boa not\u00edcia \u00e9 que, quando se trata de seguran\u00e7a, as pessoas s\u00e3o alvos dif\u00edceis de atingir. Normalmente demora muito para as estrelas se alinharem, para algu\u00e9m se machucar. As probabilidades est\u00e3o fortemente do lado do fracasso. Mas erre ou acerte e machuque, esse \u00e9 simplesmente o resultado. Em qualquer dos casos, houve execu\u00e7\u00e3o, e provavelmente uma execu\u00e7\u00e3o nada fabulosa. Se voc\u00ea soubesse o que realmente est\u00e1 acontecendo, provavelmente faria algo. Ent\u00e3o, isso n\u00e3o aconteceria.<br \/>\u00a0<br \/>\u00c9 tudo o que h\u00e1 para isso.<br \/>\u00a0<br \/>Paul Balmert<br \/>Maio de 2016<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Este m\u00eas, a jornada de Paul para O nome do jogo \u00e9 execu\u00e7\u00e3o leva uma nova reviravolta. Com esta edi\u00e7\u00e3o, o foco agora est\u00e1 voltado para responder \u00e0 pergunta: \u201cOK Paul, entendi que a execu\u00e7\u00e3o \u00e9 importante. Entendi. Ent\u00e3o, o que eu fa\u00e7o para mudar as coisas? Responda-me isso! Bem, leia as Not\u00edcias de gerenciamento de desempenho de seguran\u00e7a deste m\u00eas e voc\u00ea ter\u00e1 a primeira ideia.<\/p>","protected":false},"author":1,"featured_media":1614,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center 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This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Undercover Boss | Balmert Consulting<\/title>\n<meta name=\"description\" content=\"Undercover Boss, Explore expert insights on safety leadership and training effectiveness with Paul Balmert\u2019s proven strategies.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/balmert.com\/pt\/2016\/05\/31\/undercover-boss\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Undercover Boss | Balmert Consulting\" \/>\n<meta property=\"og:description\" content=\"Undercover Boss, Explore expert insights on safety leadership and training effectiveness with Paul Balmert\u2019s proven strategies.\" \/>\n<meta property=\"og:url\" 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