What aren’t you saying?

Rick Capozzi, founder of Pennsylvania-based Capozzi Group, is a global consultant who works with all kinds of organizations, sharing the art and science of good communication, and helping people perform at their highest potential. We asked him to suggest how grounds crews can use soft skills to build good relationships with golf players and members. 

When you think about the work of a golf course crew, what’s the nearest comparable service model that reminds you of how they might handle themselves?

Golf course crews probably need a certain perspective on their interaction with players and members. You want a perceived balance of, “We’re here to take care of things for you, but we don't want to get in your way.” They are a bit like a secret service agent who is always there to make sure things runs as smoothly as possible. You want players to feel that you’re there to make sure they have a positive experience or take care of anything that goes wrong, yet you don’t want to be too visible. That’s an interesting balance to strike. 

How does non-verbal communication influence communication between players and crew members?

If you’re the person who is running a mower, there’s going to be a degree of exposure to play on the course. You may not have a conversation, but acknowledging players with a nod, a smile or a wave can make a huge impression. A non-verbal exchange can reflect the organization’s culture as a fun, positive place to be or not. If, for example, a crew member is mowing, and they stop in deference to players, that’s a good thing. But if they don’t wave or give some other non-verbal cue, that positive intention can quickly turn into a negative. Non-verbal communication helps convey that you are yielding to play and helping them out. Without it, you can unintentionally send the message that their play is hindering you from getting a job done. So the same basic behavior can be positive or negative simply based on non-verbal cues.

When you think about building good teamwork in a crew and delivering the best possible results, what traits should superintendents encourage in grounds crews?

Regardless of the diversity of a group and their different roles and responsibilities, they all work toward a common goal. People often get so caught up in their individual responsibility that they lose sight of why they’re doing things and how it fits within the priorities of the organization. If I have a routine task, but I realize there was a terrific storm the night before, and it’s made a terrible mess on the course, I can choose to say, “That’s not my responsibility,” or I can sacrifice my individual objective in favor of the big picture.

When people yield to a team member in these circumstances, the team often gets more done in less time. We have to be willing to share, listen and observe. Speaking up and asking questions is a critical part of the communication cycle. Good teamwork is being tuned into what people are talking about, taking the time to read people and situations, and asking yourself how you can contribute to the common good of the organization. If I’m only looking at my job and not communicating with others, I sometimes miss opportunities.