Posts tagged listening

Need a Leader Checklist?

Sep08
2011 Leave a Comment Written by Steve

I started looking over my leadership and managing teams blog posts and started to notice that I probably should put an overall leader checklist to it. I have had the extreme privilege of leading many different teams and organizations. When I first started out, I used to think about what I would want to see… Since I was an ace-doer that was promoted to supervisor – I had a good feeling what I as a member of the team would want to see from my supervisor. Over the years, I have expanded my reach and experiences. No longer was an ace-doer for the organizations that I belonged. I was hired not for doing the work, but leading the team to get the work done. I needed to change and add to my start up of those teams. Reflecting back, I started to see that checklist come to me.

Here is that leader checklist:

  1. Articulate a vision: Formulate a clear and persuasive vision and communicate it to all members of the team. Most organizations may already have a vision statement or mission statement. Look it over. Ask your team to communicate it back to you. See what is missing and come up with that vision that fits the team, organization and you (as the leader).
  2. Think and act strategically: Get ready to make your vision a reality. Time to set up goals that achieve that vision, both is the short and long term. Don’t forget to consider all the players and anticipate reactions and resistance before they are manifest. Being prepared is key to success.
  3. Honor the team: Frequently express your confidence in and support for those who work with and for you. Use your team to help with every step you take.
  4. Take charge: Make sure to set up a workplace environment that is about action (getting stuff done).
  5. Act decisively: Make good and timely decisions, and ensure that they are executed.
  6. Communicate persuasively: Communicate, communicate, communicate. Easier said than done. Look for ways to insure that communicate happens and people never forget. This is one area that I have experimented everyday of my life. Just make sure that how you do it is simple and the messages are clear.
  7. Motivate the team: Set up a workplace environment that your team can not wait to come to work. Enjoys getting their work done.
  8. Embrace the front lines: The one thing that I remembered before I was a supervisor was how most supervisors did not spend anytime with the team. They did not let the team do anything other than run the equipment. I promised myself that I would never do that. Including the team is something that I feel is necessary for success.
  9. Build leadership in others: Develop leadership throughout. Have no fear in losing your folks to higher opportunities.
  10. Manage relations: Build enduring personal ties with those who look to you and work to harness the feelings and passions of the workplace.
  11. Identify personal implications: Help everybody appreciate the impact that the vision and strategy are likely to have on their own work and future with the firm.
  12. Convey your character: Being yourself. Make sure that in everything you do (communications and actions) should point to who you are. Your team should get to know you – through you.
  13. Keeping it real: Make sure that you never let over-optimism pop into your team. Success breeds success, but watch out threats, unresolved problems and taking unwarranted risks.
  14. Build a diverse team: Leadership is a team sport.. Make sure that your team is willing to be leaders in their particular area. Make sure that your team is not clones of yourself, get and welcome a diverse team.

Walking into a new situation or team can be a little scary. New anything gets the heart pumping. I look forward to these opportunities. Makes me think back and reflect (and practice) my checklist… Try it!

Posted in Leadership, New To Management - Tagged , , , , , , , , , , , , ,

Motivating

Aug23
2011 Leave a Comment Written by Steve

image from Flickr via jk_photos

I have been thinking about his topic for awhile, motivating your team. When I was asked in an interview about how I motivate more team, I tried to answer it this way. “Motivating the team is a bit tricky. I don’t think that the manager has the responsibility to motivate their employees. They need to create an environment that is motivating to their team. Motivation is more internal. I like to insure that my team has the work environment that helps them be motivated to do their best.” Okay, before you go and attack that answer – there is more to the answer – just coming a bit later on. When I think of it is the manager’s responsibility to motivate his employee’s – I think of my time as a coach of youth sports and my time as a company commander in a training company.  We all have seen coaches that are in your face – either cheering you on or screaming instructions to help get you to do what you want. I got some up close and personal experience watching drill sergeants motivate their trainees (see picture). Is that motivating? Would you like to have that be your manager’s style at the office? I believe that the successful coaches are the ones that have instilled an outstanding work environment that helps the player to motivate themselves. Much like my answer.

Getting back to my answer.. I really think there are some fundamental items that I like to insure that my team environment has…

  • Open and Direct Communications : How many times have you heard, “I didn’t know that?” Or maybe, “if they would just communicate with us, we could get that done?” Old school management.. Tell your employees just what they need to know, nothing more, nothing less. Well, that does not work! Never really did.. Be very open and direct in your communications. Tell them everything. What harm is there in doing so? This also will help your employees see that they can tell you stuff as well. There have been many times I have learned something from them that I did not think of – just because we had a open and direct communications.
  • Set a Good Example: As the manager, you really are out front and your team is watching and listening to you. It may sound silly, but how you present yourself in the beginning of the day will set the tone for your team the rest of the day. I know that not everyday is going to be perfect.. There will be something that happens (either at home or on the way to work) that will challenge you to be positive. You have to check all that before meeting your team.
  • Saying “Thank-You”: Doesn’t cost a lot to say thanks for a job well done. Times are tough this days, not everyone has a budget to help out with giving away cash, gifts or raises. Saying “thanks” goes a long way. I learned early on, that I truly perked up when I was given a thank you. Hand written notes, email or just hearing the words worked for me. I started insuring that I did the same for my folks (they like it too). When times get better – or when the time is right – step up that thank you to something more (gift cards, cash, lunch).
  • Give your time: What do you really have as a manager – your time. So, give that time to your employees. Work with them to build a solid working relationship. Help to understand what their passions and goals are. Help them develop and grow professionally. Your time will be well spent!
  • Get dirty: I used to really enjoy getting in there and helping out from time to time. When I was in manufacturing, we had a senior manager that made it a priority that all supervisors and managers would work on the manufacturing line at the end of the month. Clear your calendars, get trained and do the work that your teams do! I looked forward to it. Watching the senior managers work along side the team – was a eye opening experience for all. Roll up your sleeves and do what the team does.

When I left the interview, and was driving home, I thought of a couple of more items that I do that just did not come to me.

  • Look for some fun volunteer activities: I had this one time, that really rallied around one cause. We happened to have a team member that had a child with a disability. We wanted to help – so we decided to step away from the day to day work – to help out with the school that this team members child went to. Everyone was excited to help out. We had a great day! You could see your team in a different environment and watch their interactions. It was an eye opening experience for everyone. Plus we helped out a school in need. I am always looking for those opportunities.
  • Tie everything to the big picture (without losing sight of the little picture): Making sure to tie the work that the team is doing to the companies big picture. The little picture is really the team as a whole. We all like to know that we are working on something bigger than ourselves. Make sure to paint those pictures!

There is no silver bullet for motivating your employees. Don’t look for it. Spend time working on your team environment and maybe that will help you to increase the internal motivation of your employees.

Posted in Leadership, New To Management - Tagged , , , , , ,

Mixed Messages

Jun27
2011 Leave a Comment Written by Steve

Mixed messages, have you ever gotten any? As a leader, I bet you never think that you have communicated any. In today’s world we have mixed messages everywhere… They come in the form of visual and verbal.

The visual one’s are sometimes extremely funny!

  • How about when you see a person wearing a “Smaller is better t-shirt” and that t-shirt a XXXL and it is tight on the person? Sitting in the food court of the mall…
  • Ever go to the beach and sitting on the bench are people in normal beach wear (swim suits, sun glasses) and one bench down there is a person dressed for winter (long pants, winter jacket and a wool knit cap)? Which is it…
  • Posted signs do this all the time – How about the “Not an Exit” posted on door – with the “Exit” sign right next to it.. Just look around – I bet there are plenty more examples.

The one’s I really want to discuss in this post are the ones that we get as employee’s or maybe give as managers. More verbal in nature. How about these examples:

  • Performance message that goes like – “good job, but…” The old but sandwich! I wrote in detail on making sure that as a manager you don’t do this.. Check it out!
  • Ever hear – we need to be the best at providing top level quick  customer service (get your respond time down to seconds rather than minutes). In the sentences to follow – the staff is hearing make sure that you take the time to make the customer feel important. Listen to them, relate their words in your communication back.
  • The mission statement says we are going to provide a top level superior education using the best practices to provide an A+ rating. Really wanting all students to work hard, continuing to grow academically and challenging themselves everyday. Sounds good.. But when it comes to providing academic achievement awards – everyone needs to get one (we do live in that world today – everyone needs to get a trophy).  How many top learner’s were there in the class (25/25).
  • Another performance review, but this time it is going over team goals. Using data is a great thing – using the right amount of data is a tricky thing. I happened to work in a group that had data for just about everything. We reviewed it monthly. Each metric had a goal… Where the mixed messages came into play – is when two or more competed with each other. Example – on time delivery, quality and on-budget. It is extremely funny to listen to the managers talk about them, ask questions and then redirect. Great job on 100% on-time delivery, but we had a missing in quality or the cost was a bit too high. Again – that “but” sandwich.

Plenty of this goes on! How do we stop sending and receiving these messages? For me – I do a couple of things…

  • Never use “but” in a sentence… Practice, practice and more practice. I have told my employee’s that if I use “but” they have the opportunity to call it out. Right away!
  • Confused are you? Then ask questions.. I pretty much get confused when I first hear something that is sending a mixed message. It is like my radar – so, stop and get clarity. Ask questions to help you get the understanding necessary to move in the right direction.
  • Call it out! Here is where trust comes into play. Having a good working relationship with your team can make this really easy. Using a sports analogy here – having a way to call foul (or penalty, or throw the flag) is necessary. This opens up the discussion – no one is at fault – we have something that needs to be cleared up.

 

Posted in Leadership, New To Management, Observations - Tagged , , , ,

Pressure Moments – How Do You Do?

Jun16
2011 Leave a Comment Written by Steve

As a leader of your team – many eyes are on you from many different angles. You have your team, your manager, your support groups and even your customers. How YOU behavior is important. Decisions can be tough.  Everyone can do a pretty effective job of leading their team if there are no pressures. Working with your team can be difficult at times.  Some key contributors are out. The team is just not getting along as well as it should. Overloaded “to do” list can really make meeting your deadlines a bit tough. There are some many more pressures that can hit you that can make anything seem impossible. Your words and actions during these times are what is truly key to your success as a leader. Remember, everyone is watching.

How do you normally react doing those tough times?

  • Maybe a little short with answers to questions?
  • How about frustrated when things are not going right?
  • Start micro-managing your team?
  • Little slow with answers to tough decisions?
  • Take a day off when a key deadline is due?

Hopefully you did not say yes to any of these behaviors. These were not made up examples, I have seen them throughout my working career. I can almost put a face and a name to each of them. As I have written in past blog posts, learning from ours examples (both failure and success) can be very helpful to you in the future. I have taken those bad examples above and changed up how I perform under extremely pressure.

What I typically do is:

  • Insure that the pressures that I am under are not outwardly visible to my team. I try to maintain my positive and cheerful attitude everyday that I in the office.
  • Sometimes this is extremely difficult, at the very least, I communicate to my team what is going on. Letting them know the pressures and how they can help, usually is a good thing.
  • Come in a bit early and stay late if needed. I always like to get in early to help me with quiet time. Helps me focus on what is important. I want my team to understand that I am here, no matter what.
  • Prioritizing and delegating workloads. Work assignments may need to be shifted in order to meet some extreme deadlines. Asking the team their input on how best to accomplish this has been helpful in the past. Sometimes, a team member may have a skill in something that they don’t especially care for doing, but when times are tough – they step up and get it done.
  • Pressure situations need to bring out some creative solutions – more minds working on that creative solution the better.
  • Most importantly – Be myself! At the end of the day, your character and being true to yourself is what matters. If I am not happy with myself for any reason – I am the only person that can fix it.

How best do you handle those pressure moments?

 

Posted in Leadership, New To Management - Tagged , , , , , , , , ,

Sometimes Change Is NOT Good

Mar11
2011 2 Comments Written by Steve

I guess because I am an older person, with many years and experiences under my belt, that I have seen a few things. Some of those things have changed and significantly over the years. The one that I want to write about today is just plain personal. I can remember from the very first time I went off to school – elementary school and the experience has carried me through my kids going through school and now since I volunteer a lot – I get to witness it daily (with other people’s children).  The title of the blog post is “Sometimes Change is NOT Good” for a reason. I know we need changes in our education system – I truly understand that.. But, the change I want to focus in on is teacher, student and parent. Why? Like I said, years of experience…

Let’s look at this relationship. We can all agree that it takes a village to raise the children. Especially, parents and teachers when it comes to education. Don’t forget the main ingredient – student (your kids). The relationship over time has changed significantly. Let’s look at my experience -

  • I went off to public school back in the mid to late 60′s and graduated in 1977. I know I am dating myself.. But that is okay. It is a frame a reference! I am not going to tell you I walked uphill in the snow both ways – we all know that is not true, but I did walk to school (and the winters were pretty cold – Canadian border upstate New York). Well, back to the topic; parent, student and teacher relationship. My parents taught me the teacher is right, always right. They are very important and you need to listen to them and do what they tell you. My parents attended all scheduled conferences and shared communications as needed. When I acted up or didn’t get along with a classmate, a call or note would go home – and I was 100% at fault, no questions asked. My parents would tell me, what is your side of the story.. Here was the trick I learned later on – they were baiting me to lie. Fact is they sided with the teacher 100%.  Back in that day, corporal punishment was allowed and I got my share (I liked to be the class clown).
  • Fast forward some to when my kids attended school, 80′s and 90′s. Times were changing some. Teachers we used to see get out and about (we did see them eat in public). They even shopped! I never knew that growing up.. When my wife and I used to discuss the importance of a very good education, we shared that the teacher is a very big part of your success. Listen, work hard and do what you are asked to – these were the important points. Along the way, we had some issues with how things were going. We never once attacked a teacher for anything. We would sit down and work out what needed to be done. I was lucky, my kids were gifted students - they set high goals for themselves and worked hard. Sometimes the school would only focus on working to the middle (or on getting students to passing). When my kids got their calls or notes for behavior issues – we sided with the teacher more times than not. Rarely did we take the stand for the kid. Did I bait my kids like my parents did? Some…
  • Fast forward again to the 2000 and 2010′s. I have seen an increasing number of challenging of the teachers on the simplest of things. Let’s go back to the behavior issues examples. I have witnessed an increased focus on the teacher as the cause of the behavioral issue. Not a complete 180 degree switch – but the first step is to agree with the child’s words. Which puts the parents on the offensive when meeting with the teacher. Upset parents coming to the aide of their kids… Making excuses or defending the behavior – it can not be my child that did it.. Why has it changed? Do we think that the 9, 10, 11 year old is right over the teacher?

Like I said, in my day, my parents accepted the teacher as gospel. When my kids went through school, I was definitely more supportive of the teacher. I can only remember one time – that it was definitely not my child that was at fault, but was there – guilty by association (make a better choice). Watching what I am seeing today scares me. Maybe it was me not being like my parents – 100% support of the teacher no matter what.. Helped to pave the way to what I see today.. I hope not. The village has to raise the kids – it is time for the kids not to raise part of the village. Sorry, but if you are a parent that supports your child 100% over the teacher in all matters, ask yourself one simple question. “What does the teacher gain from what you just heard from your child?” I think that will help put into perspective who has something to gain…. Working together for the best for the child’s future.

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Effective One on One Communications

Feb14
2011 Leave a Comment Written by Steve

After 20+ years of managing and working in corporate America, no one will argue that communicating with your direct reports is not important. One on One communications is the life blood of coaching, mentoring and developing the boss/employee relationship. Why is it, that many managers fail at this? Or employee’s just don’t want them? Could it be that the sessions are just not effective? Over those 20+ years, I hate to think how many of those one on one’s I have led or attended as the direct report. I do know I have had some great, good and terrible one’s.

Here are my very simple steps to making sure that these sessions are effective:

Agenda’s set in advance: Normally the one on one was the employee’s meeting (in my last employer) and they had to have an agenda. I have found that agenda’s are the first critical step. Know what is going to be discussed sets up the meeting in the right way. Some of the worst one on one’s were those that had no agenda. One point that I would make is, the agenda needs to be sent to the manager at least 24 hours in advance. This way, the manager has time to prepare.

Be prepared: Both the employee and manager need to be prepared! Prepared to discuss what is on the agenda without holding back. When the discussion is guarded, no one wins. Having the agenda ahead of time, helps the manager to be prepared to discuss in more detail. Being put on the spot sometimes can be damaging to the relationship. The one explain that really used to get me fired up as an employee was… My question would be something like, “how is my performance to date?”  The answer back, “keep doing what you are doing.” Two things come to mind… First, my agenda was probably not looked at ahead of time because the manager was not prepared… Or worse, this manager has no idea what I am doing – I have basically been goofing off the past month…

Set up meeting frequency regularly: Maybe it is me, but having a regular cadence and basic discussion topics insures successful discussions during the one on ones. Basic discussion topics are overall performance, professional development, help needed, coaching and general discussions. Not every topic can be accomplished every time.. Set up the meetings in the right cadence (every 2 weeks maybe) and have certain basic topics preset..

Listen: Better yet, effective listening… Make sure that this meeting is really about your direct report. This is one of those critical times where you as the manager get to really learn and help develop the employee/manager relationship. Listening helps you learn!

Follow-up: Sometimes the one on one will be so successful that the employee and manager may have some stuff that needs to get done outside of the session. Don’t forget to follow-up! Successful sessions get people excited and really to take on whatever is in front of them. Forgetting to follow-up, just demonstrates the words were just that words… Actions speak much louder!

Sounds simple, it truly is.

Posted in Leadership, New To Management - Tagged , , , , , , ,

Teachable Opportunities

Jan18
2011 Leave a Comment Written by Steve

Last week, I was recognized by my former employee for the work that I did in 2010. I was awarded Instructor of the Year for my support in teaching fellow employees. As employees were are encouraged to instruct other employees. I have done this many times throughout my career and it has always been something that I have enjoyed. I had been recognized in the past, as one of the many instructors that the company has, but to be one of a handful of instructors of the year – that was special. I was asked to share a few moments with the other high performing instructors on what I have done and what it meant to me.

Here is the basics of what I discussed:

  • My subject matter this time around was a newly formed “New to Management” series. Since I write about management and leadership inside and outside the firewall – I thought this was subject matter I could get totally passionate about. When asked, I jumped at the chance.
  • When I made my decision to retire, this also was a very great opportunity for me to give back. Since I had spent most of 27 of my 28 years as a supervisor and manager – I have plenty of experiences to share with my fellow managers.
  • Going through the material helped me in two ways. When you sign up to instruct, you pretty much have to be one with the content. I went back and refreshed myself with the what’s, why’s and how come’s. The other big area that the material helped me with – is looking back on those 27 years – I got to relive lots of experiences. All the good and the bad, but teachable moments.
  • Armed with all of the content and my experiences off I went to instruct. I just have to say, I loved it! I truly had fun doing it. Whenever another instructor had a conflict – I was quick to volunteer to cover. I looked forward to teaching and sharing.
  • After the first class, I started to get the comments from the student surveys. Those comments were just awesome. They fueled me to want to do more. I started to get emails from students telling me what a great job I did. I even got a few of them that wanted to sit down for additional discussions. I was hooked!
  • In the new to management program – they set up a virtue community and I shared lots of content there for the new managers. The comments, questions and discussions were slow to come in, but after awhile I saw it was working.

Key takeaway: Find that subject matter that you are passionate about and care to share your good and bad experiences with being yourself – you can have an impact on the future.

I didn’t set out to be instructor of the year (I didn’t even knew we had such a thing). When I was a new manager, we had no program to help out those newbies. We pretty much learned on our own, be it reading, going to additional outside training or OJT. I liked the idea of the program. The material was good. Best of all, getting together and sharing made the classes well worth it. I am thankful that I had that opportunity.

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Actions – That Make You Say, “What Were They Thinking?”

Oct29
2010 Leave a Comment Written by Steve

The other day, I was enjoying a healthy, lively and very active discussion on a topic that always gets me going; management. This discussion was more on the what each person has seen from their manager – that truly had them wonder what were they thinking? After just a few moments, the stories started flowing. There were plenty of examples of what not to do… There were many that each person could relate to. Below are some of the most popular of the decision:

  • Hardly ever acted: there are always plenty of reasons not to make a decision, reasons to wait for more information, more options, more opinions. In my younger years, I heard the phase that there is a right decision, wrong decision and a no decision (the only real wrong one was a no decision).
  • Secrecy:  Secrets make companies political, anxious and full of distrust. There really is not very many matters that must remain confidential. If it most be secret – then say so.
  • Over-sensitivity:  An inability to be direct and honest with staff is a critical warning sign. Can your manager identify a problem, address it headlong and move on? If not, then the problem will continue.
  • Love of procedure or process:  Well, we all know this one is something that just continues to happen. Process and procedure have their place – but, they are not the do all – there comes a time when things just have to happen.
  • Have the ability to hire weak folks:  Strong leaders do not feel threatened by their staff. You want the smartest and best people to get the job done. The chain is only as strong as its weakest link – so, no hiring of weaker people.
  • Focus on the small tasks:  Do managers need to know everything about everything? Micro-management 101 – enough said.

I bet there are more.. We ran out of time at lunch and had to get back to our meetings. We really had some good laughs over the examples that were shared. The one thing that was true in all of the examples were that these were managers that folks worked for in the past. Not to say that their manager today may not do or say something that makes us wonder, “what were they thinking?”. We all have found ways to get away from those incompetent managers. 

 

Posted in Leadership, Observations - Tagged , , , , ,

Communicating Volumes Without Words

Oct05
2010 Leave a Comment Written by Steve

Managers and leaders communicate (or they should) often! I remember during my non-verbal communications college class (a very long time ago) – that non-verbal makes up about 55-60% of the effectiveness of the communications. There is no arguement that the words are important, but the are those subtle messages that are non-verbal. Today’s environment makes it tough to really see the non-verbal communications with the way we work. How many meetings that we attend that we sit in our offices? With no video? How many emails do you get? For managers and leaders, when you are present – make sure that your non-verbal is spot on.

Here are some of the things that may seem simple, but I have noticed that many fail to really demonstrate communicating without words.

  • Eye contact – Having eye contact speaks volumes that you are paying attention than looking directly at the speaker eyes. The opposite speaks extremely the opposite. I have had the opportunity throughout my career to present to many folks. Having them look down at the floor, using their smartphone or working with their laptops – tells me they don’t care!
  • Smiles – Have you heard, “a picture is worth a thousand words?” Make sure that you start off with a smile. Gets everything started off well for both parties. I remember I was in a class that Andy Grove came in to speak to. He was having a very bad day, negotiations with a company were not going well and he had an opportunity to speak to a management class. He stepped into that opportunity with a smile – none of us even knew how bad his day was going.
  • Handshakes and pats on the back – It may seem “old school” but when done right, this has a solid impact on the person. The problem is done right! Make sure that it is timely and sincere.
  • Arriving on time – “Lead by example” – if you want to have a strong message to your organization, show up on-time, everytime.
  • Management/Leadership by working around – We have our SMBWA for safety.. Try using MBWA as a leader. Walking the hallway, cafe and office area goes a long way to demonstrating you care. How many times have we heard about a leader that sits in his/her office or conference room and does not get out and about with the troops? And when they do, they look down at the carpet as they walk about?

I challenge managers and leaders to pay attention to these and see how your team(s) react! Give it a try, what do you have to lose? Those that work for you, know already when you don’t!

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My Thoughts On Managing

Sep03
2010 Leave a Comment Written by Steve

Been managing a very long time, some 28 years. I taught my first of 3 or 4 more sessions on “New to Management” for my employer. So, I started thinking more about being a manager. When I think about my career and what is it to be a manager – a number of things came to my mind. So, I thought I would write them down and share.

We all have to start with a baseline , managers are the vehicle that turn intentions (mission, strategies and expectations) into results. I have been doing this for a lot of years, many of my peers have as well – we are getting ready to finish up our careers and pass the baton to others. So, what are my thoughts?

  • Management is probably the best and most challenging job around. If you really want maximum impact – sign up now.
  • Great managers really do what many will not try or do. It all starts with the choices that you make everyday. Those managers approach and blast away barriers. Don’t shy away from the difficult task of stopping busy work for the really important work.
  • Management is a social act. Sitting in your office is not very social. You have to get out, have conversations and develop relationships. Simply put: erode relationships, erode results. Get out there and bring out the best in others.
  • You are in the middle and much is expected of you. Too many times I have heard, “that is why you make the big bucks.” Completely understanding the expectation (from your manager and the needs of your team) will help you chart your path.
  • Time is critical. Look at your inbox (unread), calendar, to do list and count the instant messages during the day. Each and everyone of those are opportunities to engage and excite. How are you spending your time? Would you change anything?  Great conversations are worth lots. Remember, relationships = results.

There has been much written on management over the years. There has never been any new silver bullet to being completely successful. What I learned over the years, is nothing new. Remember to spend time on yourself (learning, developing and listening). The true important part is – How you apply the learning’s and experiences.

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