Frontline managers often struggle with many of the same issues as their team members, but with the additional responsibility of managing the team and aligning with top-down directives. While they may have the technical skills for the job, often they don’t receive training on the leadership, communication, and interpersonal skills that characterize great managers.
Many managers want to connect with team members and respond to issues with empathy and humanity but find they lack the resources or authority to do so. System-level programs that build community, relationships, and skills for frontline employees and managers, such as employee resource groups, can help. The more companies can do to give frontline managers the tools and training they need to support all employees, the more valued, connected, and motivated employees will be.