Staff Induction – Focusing on the Four Way Test
By Angus M Robinson, Rotary eClub One

Rotary is an amazing global organisation which provides the opportunity to influence business behaviour in so many different ways.

The business in which I am employed is an Australian manufacturing industry association with a mission of ‘enabling our industry to prosper by facilitating cohesive membership representation and a favourable operating environment’. A key KPI for measuring our success is the extent to which we attract new members and retain existing members. As a lobbying group, the relationships we develop with government are also very important to our effectiveness and to our relevance, in the eyes of our members.

Recently, I had the opportunity to welcome my organisation’s newest employee, a manager specifically recruited to set up a new regional office interstate.

Our association is governed by an elected Board of Directors, some 11 in number comprising, as it now happens, three Rotarians, two which are members of Rotary EClub One (D5450), and the third not only a member of a club located in another District in which the new employee will be located, but also the Director assigned to chair the local member executive committee tasked with oversighting these new regional operations. The new employee’s line manager also is a Rotarian, whose Club is located in yet another interstate District.

As part of the induction process, I had the opportunity to let her know about these Rotary relationships, and to explain that part of the belief system in Rotary, which Rotarians try very hard to apply to their vocations and within their workplaces, is the following statement, what we call, the Four Way Test.

Of the things we think, say, or do:

1. Is it the TRUTH?

2. Is it FAIR to all concerned?

3. Will it build GOOD WILL and better FRIENDSHIPS?

4. Will it be BENEFICIAL to all concerned?

I explained that this belief system would be of considerable guidance in assisting her in developing membership and business relationships in our new regional operations.

In the knowledge that this set of beliefs was supported by key directors and the line supervisor, I am now sure that she could commence employment with a clear understanding of the ‘high level’ value system which characterises the way our organisation operates.

To complete the induction process, our new employee was also briefed about the ‘team values’ system that has been developed by her new colleagues. These are,

1.      Service to our members is the number one priority.

2.      People are our most important resource.

3.      No compromise on quality.

4.      To err is human.

5.      We achieve our goals through teamwork.

6.      We value diversity.

7.      We embrace change.

8.      We value individual effort.

9.      Its results that count.

10. We value a happy, healthy and safe work environment.

My staff are often advised that the satisfaction of the first value statement i.e. ‘service to our members is the number one priority’ can be achieved by best practice in delivering excellent internal customer service, i.e. how individual staff members relate to one another in the managing the work flow process can translate automatically into influencing external customer service behaviour. Thinking about this further, the application of the ‘Four Way Test’ internally amongst members of a team, can, in the same way, flow through to the manner by which external customers are treated.

For many years, Rotary’s ‘Four Way Test’ has been subject to much discussion as to its relevance in modern business practice. However, to the ‘true believers’, doing business the Rotary Way, both home and abroad, is the only way!

Rotarians, whether working alone or collectively (as it applies in my organisation), can be influential in ensuring that their employees understand and use the ‘Four Way’ Test in their daily dealings.

The application of the ‘Four Way Test is one positive way in which all Rotarians can aspire to a higher level of vocational service. This approach not only adds considerable value by ensuring a motivated and happy staff corp, but also enhances the organisation’s reputation and ‘marque’ in the broader community. And, along the way, it is really good for business!

October is Vocational Service month – a time to reflect about how all of us can more effectively apply the ‘Four Way Test’ in the workplace.

About the author: Angus M Robinson is Director, Vocational Services for Rotary eClub One. A Fellow of the Australian Institute of Management, Angus has enjoyed nearly 40 years of managing teams in a wide range of workplaces.