Five key management tips from PGA Captain Elect David Scott

29/11/2023

Drawing on everything, from the deep-thinking analytical psychology of Carl Jung to basic human kindness, new PGA Captain Elect David Scott passes on some of his pearls of wisdom with five of his best management tips.

During that period, he has accumulated a wealth of skills, knowledge and experience. Drawing on everything, from the deep-thinking analytical psychology of Carl Jung to basic human kindness, Scott’s approach continues to be rewarded with a rich and fulfilling working life. Here, he passes on some of his pearls of wisdom with five of his best management tips.

Effective communication and self-awareness: Regular team meetings ensure clear communication; understanding psychology aids in team interaction and self-improvement.
Strategic hiring: Choose enthusiastic, positive team members over negative, draining personalities for a cohesive, successful team.
Pursue excellence: Don't settle for average; address issues immediately, fostering continuous improvement within the team.
Address concerns: Prioritise team welfare over difficult guests; address issues promptly and stand by your team.
Express gratitude: Acknowledge and appreciate every team member's contribution, recognising the vital roles they play in achieving excellence.

Communication and knowing yourself

Clear, concise communication is vital in our business otherwise you had better prepare yourself to fail. All teams in the business should be in synergy. This comes through regular team meetings which ensures all the bases are covered. Never assume and always confirm that everyone knows what to do and what is expected of them.

Self-awareness is a key component to good management and understanding how best to interact with the team around you. Using the psychology of Carl Jung (the Swiss psychiatrist and psychoanalyst) helps people understand themselves, understand others and make the most of the relationships that affect them in the workplace. Knowing how to communicate with deep thinkers versus gregarious team members can be a huge challenge. If you’re treating them the same, then the results will be inferior to treating them differently and getting onto their wavelength. Knowing your blind spots, and where you are lacking is very important. You can work on these known weaknesses and make yourself more complete. I’d recommend using INSIGHTS and/or Myers Briggs (an introspective questionnaire) to understand your own and others’ preferences.

Hire wisely

Getting a team that gels together and works well for you will not only be massive to the success of your business, but to your own success and personal well-being. Simply put, hire radiators and not drains. Everyone likes standing beside radiators as they exude warmth. They are good to be around. A human version is someone who is hungry to learn, bubbly, cheery and happy to go the extra mile.

Nobody likes standing next to a drain for very obvious reasons. A human version is someone who tends to moan a lot, back stab, complain, clock watch, blame others and are not interested in learning new skills. That person could be sucking the positivity out of others and making your team perform less well. Great team members may well leave if there are too many drains. Regardless of the hassles involved, get rid of the drains in your business. Once you do, you’ll be relieved and probably have team members thanking you. You’ll likely sleep better too!

Don’t accept mediocrity

Always look to improve and don’t accept average. An old boss of mine used to say, “if you stop getting better, you stop being good.” If you see something out of place, deal with it immediately. The staff will see you reacting and hopefully will start to buy into your ethos. If it was something that one of your team should have noticed and was responsible for, a quiet word is certainly worth having. Don’t let it fester.

Address issues and support your team

When I was working at the Old Course Hotel in my capacity as Director of Operations, we had a guest who was most demanding and derogatory and was treating junior and senior members of the team very poorly. Having personally addressed these concerns with the guest, he refused to stand down. I stood my ground and recommended the guest look for alternative accommodation when visiting St Andrews, as it was obvious we could not meet his expectations. He was most upset, but I wasn’t concerned as the team was much more important to me. I had several members of the team, who had to serve this guest, come to me afterwards to thank me for the way I had dealt with it. Consider how they would have felt about me if I had caved into the guest's demands and he had returned to champagne, canapes and a room upgrade?

Thank your teams

I sometimes compare my team to the inside of a Swiss timepiece; lots of different sizes of cogs, all working independently but in tandem with the others. Every person on the team is equally as important to the delivery of a 5-star experience. The kitchen porter, for instance, is a huge position, as without spotless plates and cutlery, a beautiful meal would be a disaster. Thank your team members for the job they do, especially the back of house jobs. You’ll be most surprised just what a big deal a ‘thank you’ is and how it makes people feel.