Supervisors learn to listen to employees

In a move toward total quality management, the Florida Department of Revenue has administered a new program, "Listening To You," in which supervisors in one unit respond to written suggestions, questions and complaints from employees in other units. Growth in participation of the program illustrates the program's success. Changes and improvements in the response mechanism throughout the program was one sign of the Department leadership's attempt to change the management style of supervisors. The success of the management change is more difficult to measure, but in a recent reorganization, better assignments went to Bureau Chiefs who were more active in participation in Listening To You.