Posts tagged communication

Emotions in the Workplace?

Jan05
2012 Leave a Comment Written by Steve

One of the most difficult tasks for a manager is dealing with emotions in the workplace. Partly because the organization as a whole, would like to keep emotions, especially negative ones, out of the workplace. I have worked for managers, VP level folks, that would have us all check our emotions (negative ones) at the door, before we walk in. Just not feasible. We all are feeling people. Whatever you see, hear or touch usually gets a reaction or emotion from you. Good or bad emotions – they all happen. A little story telling now. I happened to be in a senior level meeting, when we were discussing morale within the departments. Many of the works that came out were fear, frustration, anger, and dissatisfaction were used. The VP stopped the discussion and told us, “enough about these emotions, I don’t want to hear about them. You need to get morale up. That is your job, make it happen.” I am not one to sit and not say anything. I lightheartedly said, “Beatings will continue to morale goes up.” Some laughed, others sat quietly. I quickly pointed out that we (the leadership team) needed to validate their emotions. We needed to understand what was at the root of the emotion, rather than ignore them. VP looked at me with anger. I quickly added, that I probably sparked an emotion with those statements. Before you punish, let’s think… Defused situation (I just knew, I was going to get killed).  Emotions are there…

How do you as a manager deal with them? As a manager, at least a good manager, you have to be able to see, hear and help. How do you set this up for your people?

  • You need to develop an open, trusting environment. People have to have the ability to speak freely. With no fear of reprimand. Start with the individuals on the team first, then make sure you take it to the complete team. Start small, then go big.
  • Know you people. Think of the fear emotions… Some folks can deal with it themselves, they “fear” they may fail and they buckle down and do whatever is necessary. Others may shutdown. Recognize what works for each person and get to moving forward quickly.
  • Push through the uncomfortable. Sometimes dealing with emotions can be uncomfortable. It happens. You as the manager need to make sure that you deal with the situation as early as possible to lessen the effect long term. Role play that discuss with a mentor, be honest and push through – you will be surprised at the end of it.
  • Be real and yourself. Slow down.. The first thing that most people do is react. Slow down and think it through first. I know this is a broken record when it comes to be a manager. You have to set the example for your team. All eyes are watching you all the time. Make sure that you are being real. If you are having one of those days (like your folks), acknowledge it with them. Maybe they will have some insight for you! Last time I checked, you managers are people too.
  • Ask others if they are feeling the same way. When in the team setting, go ahead and ask for additional information. Some folks are more vocal than others and sometimes we think it is just them. If you ask, you maybe surprised to see that more folks are in the same boat. Just afraid to speak up first. Once on the table, it can be worked.

Don’t think that emotions are not going to play in your teams. Be ready, be prepared and don’t be afraid. The sooner you confront, acknowledge and validate, the quicker moving forward can happen. All negative emotions can true to a positive, if handled properly. Same is true for positive emotions (passion). If you play that one up too much on your “rising star” – the rest of the team will be deflated or be negative toward that person. This is a very tricky subject, probably why that VP wanted nothing to do with it. You have to deal with it…

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

Top Ten List of My Most Hated Mgmt Terms

Dec30
2011 2 Comments Written by Steve

As 2011 is leaving us, it is time to have certain phrases or words that should leave as well. You know those management terms or sayings that stick with certain people. Think of a weekly meeting or maybe a project review and listen to the terms that you hear… I bet it will not take long for you to find some that just need to stop being used.

Here are those that want to leave 2011:

  1. Transparency… What is that really? If you were trying to figure it out, you would have to be like a spelling bee contestant. “Can I have that in a sentence please?”
  1. Thinking Outside the Box… I know this one has been around for quite sometime, it is definitely time to hang that one out to dry.
  1. Drill Down… This is for the folks that don’t understand the concept at a higher level. Hence you have to drill down for them to understand. Well, as the manager this truly makes you look pretty dumb (at least to your folks).
  1. Reaching Out… The only thing that should reach out is a baby asking to be picked up or hugged. Otherwise, just say, “Get in contact with xxxx.”
  1. Thought Leadership… Let’s not make up terms that just dummy down their overall intent. This one comes across as an oxymoron, just like military intelligence. Sorry – stop it!
  1. Boil the Ocean… Why would you think about boiling the ocean? I think we all understand that the task at hand is going to be difficult – or maybe not (just say – “this is going to be difficult.”)
  1. Going Green… This is one that is fashionable and we all want to seem hip and cool. After the first time, this gets very old.
  1. Internalize… Another one of those that I am sure have been around for a couple of years. Are you asking me to think about it some more? If so, then say that.
  1. Let’s ask out stakeholders community… Maybe it is me, but I have already discussed with those folks in the know and what I am saying is with their comments in mind. Should be part of all discussions that information is gathered before a recommendation is come up. Once a recommendation is ready, no need to ask the stakeholders again. Sorry, waste of time. Or maybe you really don’t trust your folks.. Whichever – stop!
  1. Drink the Kool-aid, Eat Our Own Dog Food… Or anything else that just means we have to try it before we ask others too. So sick of these…

Have any that drive you nuts?

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

Retired Guy Series Update: Last One for 2011

Dec29
2011 Leave a Comment Written by Steve

The past month, I have been hit by email updates about what am I up to. Someone actually wrote to say, why no update to the Retired Guy series. I am shocked… I really did not think that people actually read those. At least there are a few. Now is the time to update..

From the personal side:

  • The hip replacement has gone as planned. Everything is healing as expected. The physical therapist is happy with the progress. It is looking like I should be able to get back in the gym within a week or two. Just in time for me to work on getting some of the weight off, from sitting around during the holidays.
  • Thanksgiving and Hanukah went well. Getting together with family and friends is something special every time we do it. Watching the grand daughter’s open up their presents is always a delight. Those faces light up!
  • Holiday and birthday parties. Our house was used for Haley Elementary staff holiday party! The weather sucked that day, by Arizona standards. It was rainy and cold, which took the party to the inside. There were 69 or so folks at this one. My wife did an amazing job! The other party was for my grand daughter, Melia, she turned 3. My daughter decided to use our backyard for their party. Both were awesome events.
  • We are in the middle of some projects at home. House painting (inside) is underway. Since I am not able to really do the painting, I am having some amazing people do the painting. They are doing a very nice job (and they are extremely clean about it).

From my other activities:

  • I continue to take care of the Haley Elementary Facebook page. We are starting to really see some traction from the parents and teachers on using this for events. The calendar is working out great. We continue to add photos as well. The other day, one of the local newspapers started to share our information out.
  • We are in the last couple of days left in 2011 and Az4Education is busy working on getting the last bit of charitable donations by the end of the year. So, if you are in Arizona and what to help a student out – check us out!
  • I continue to look for my “second” career. With the end of the year, I am starting to notice more jobs opening up. Some of them have definitely caught my attention. Submitted a few job applications to those. We will see what happens.
  • Got together with some of my old co-workers. I definitely enjoy meeting up and catching up with those people. They are great friends. We talked about everything under the sun. Some of the topics were No Pants, good times, plans for the future, help needed and just general BS. It was all good stuff.

From the Blog side:

  • I am working on changing the theme. It is time. I have narrowed my choices down. I am deciding between the Thesis or Genesis Themes. Anyone have a preference? Remember, I am a novice at making changes…
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Posted in Observations - Tagged , ,

Collaborative Problem Solving

Dec07
2011 Leave a Comment Written by Steve

I found a post from a couple of years ago, that I wrote inside of my past employer that I thought would be a good one here. Of course, I have updated it some! When you think about collaborative problem solving you think of trying to herd cats to accomplish fixing something or maybe you welcome the opportunity to get the collective team together to fix something. How well does collective problem solving work for you? For me, early on in my career, I used to get a mixed bag of results. I sometimes welcomed or dreaded using collaborative problem solving. Why? Simply put the barrier of success could be me or you or someone on the team. Think back to the problem – was it really a problem or maybe an individual made it a problem? Add more people into the mix, the problem can really be far from really what is happening. So, what do you do??

Keep the focus on the simply on the problem. Of course, that means that you and the team need to spend sometime truly identifying the problem. Clearly and concisely as possible. Identify the gap on what is happening and what should be happening. Define that desired state! First step in collaborative here is getting agreement on the problem. Once agreed upon, write it down – keep it visible.

Problem must matter! Above you got agreement on the problem, that is a powerful first step. Getting the team to really focus on what the expected outcome will be and how great it will be for them will add a layer of frosting on the teams cake. Some of the team may agree on the problem and just go about doing the same old stuff (status quo), but keep the focused on the why and benefits will keep them from the status quo.

Let team discuss concerns and potential barriers. Giving the team an opportunity to put forth all of the concerns (some of that will be their personal agenda) and desired outcomes gives everyone a clear view. So, create that safe environment to get people talking.  If everyone was just to let the team lead do everything from identifying the problem, why and desired outcome – nothing will change. Get everyone involved, actively involved.

Get everyone on board. I know this seems like just me summarizing what was above. Think about it awhile… If you are the leader of the team, this area is going to be the toughest for you. Your team may say that they are on board. They may even give it a try. Actions speak! Watch closely for individuals that a still posturing or holding out for their solution. Be ready to act on your part quickly. Remember this is the whole team.

Over the years, I have seen better results when I apply the above. Is it completely successful? Not really. Collaborative problem solving is difficult and requires time and effort. When collaborative problem solving is done right, it is a very powerful tool. It also, demonstrates to the complete team that they are a high performing team…

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

Observation: Generations Are Different

Nov22
2011 Leave a Comment Written by Steve

This week is Thanksgiving. For me, it is time to spend with family and friends. As part of preparations for Thanksgiving, my wife started the self-cleaning setting on the oven. The smell of that working, just drove me out of the house. So, I went to my usual spots that offer free wifi by the house (Starbucks and Basha’s). I had plenty of time to sit and observe people. I enjoy people watching!

Today was an outstanding day for it. At the local Starbucks there were lines both in the drive thru and inside. I just sat and watch the interaction around me. Since the lines were not going down (more people just kept coming in), I went to a different area of the shopping center, Basha Grocery. Another place that was pretty full in the sitting area. I pulled up a spot on the counter and observed there. What I was watching was the different generations and how they go about their morning routine.

Inside Starbucks, they were pretty full with generation X and Y folks. A few boomers were in the house, but very few. Watching the folks interact definitely demonstrates the difference within the generation. Most of the X’ers were busy discussing with each other how long the lines were, how much they were looking forward to Thanksgiving and how bad the economy and the political leadership was doing. There were a few of them busy working away on their laptops. I noticed email mostly.  The Y’s were busy too, they did not share many words with anyone. They were busy using their smart phones to stay on top of things. In fact, one mother said to her daughter, “will you put that thing down, all you ever do is use that thing 24×7.” The reply back was pretty good, “well, you are communicating with your friends and so am I – they are just not here.”

When I was in Basha’s, the crowd was definitely different. The folks that hang out there in the morning are mostly baby boomers. They were drinking their Starbucks and having donuts. They spent most of their time talking with whoever passed by. Many of them were sitting by themselves and were just reading the paper or sitting in silence until someone walked by. It was definitely a gathering place for them. Their conversations were centered on health, family and worries about social security.

When you are out and about, take some time to just observe people. Look at the difference of folks, like age, and how they interact differently. This will help you interact better with them. When I was in Basha’s, I said hello a lot. I needed to be prepared to have discussions with folks that I just did not know. We talked about everything and anything. In Starbucks, it was bit different. For most of the folks, they just looked at me and moved on with their morning routine. For the some of the Y’s, they would see my laptop and smart phone, and would stop to say hi. I just needed to have some of their “toys” to seem to fit in.

Communicating with the different generations is sometimes difficult. When I was with the boomers (my peeps), they settled to hear a bit but their stories were really good. The generation X folks, they were the one group that did not open up. They pretty much kept to themselves. For the generation Y folks, they opened up pretty easy (once they saw my toys) and we had some really good technology discussions. They focused on what I use, what they use and were open to trying new things. Overall, it was a great morning!

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Is Your Team Successful?

Nov02
2011 Leave a Comment Written by Steve

One of the most frequently asked questions that I got during my training days of “New to Management” was around how do, as the manager, know if my team is successful or not? Great question for managers to ask. I used to think that I had a good team that was delivering their on the objectives in a timely and cost efficient manner was a very good indicator of how well things were going. Sounds good, but there is so much more. No one every really likes to answer a question with a question, but I wanted to use the complete class to brainstorm what a successful team could look like. Off goes the question… “what is your view of a success team?” Here is what followed..

  • A team that works together to accomplish whatever is set in front of them.
  • A team that works whatever hours are necessary to accomplish their goals.
  • Hitting their numbers, pushing product and doing a quality job.
  • The team gets along.
  • Someone in the team sees a problem and the team handles it.
  • Each member of the team is pulling their own weight.
  • Team is not afraid of failure, as they can accomplish anything they set their mind to it.
  • I as the manager, do not have to be “too” involved. The team understands that they are empowered.
  • Work gets done, on-time and within budget.
  • The team helps each other out.

These all sound pretty good, right? I can remember in my early days as a manager thinking if my team was to accomplish these or a subset of them, I felt pretty good. I used to hear from my management that my team was the best one of all of the teams in the department. That was not enough, as upper management to me, is not there daily or in the trenches when work is getting done.  As I gained more experience with managing teams, I started to really look underneath the surface and see how the team was really working together. Asking myself, how does the team accomplish the work that is set out in front of them? What is the overall commitment level of each and every team member? Do they really work together? What motivates the team members to do new and interesting stuff (innovation)? I started to develop my own scorecard for success of the teams that I led.

  • Getting the work done in a timely and cost effective manner – this still is the overall measure of success. That never changes as this is the most visible to the complete department. Getting your work done. If you don’t you won’t be around much.
  • Gauging the overall free flow of ideas and information – having great discussions about how to improve, how to do stuff better, or what is really happening. Having a team that shares the good, bad and ugly when it comes to team self reflection. Doing this in a constructive and not threatening manner. Working the problem rather than focusing on the individual.  The discussions were pretty lively and listening to them build on each other’s thoughts, made me see that a complete diverse team is better than a set of individual’s. Where I worked we used to do a yearly plan for the upcoming year. I used to include my complete team in this exercise. Set up some basic assumptions (budget and rev 0 goals) and what the team work together to set the plan together. The overall ownership of that plan was strong among the team. I usually had to point out that we must not try to do too much, we realize that year over year stuff happens, we must be flexible.
  • Balanced workload – for all team members. It is an easy thing to say, but in practice very difficult to manage. Here is where the manager really has to know what is going on with each individual on the team. Is there too much work being loaded up on all, too much on a few or not enough on some. The team members want to do a good job, they really want to receive praise and better raises and doing more work than the others seems the easiest way to demonstrate worth. Not good for the team.
  • True development plans in place for everyone. “True” development plans require much work from the individual team member and the manager. The team member needs to be honest in what they want to do, how they do it and what do they want to be when they grow up. What is their passion? The manager than becomes the coach and helps to develop a plan that works for the individual and the team. Sometimes the individual’s passion is not within the team overall direction. The manager has to make sure to balance and do the best in every situation. I have had to help get new positions for my team members to insure that the best of the employee, team, department and company were winning.

Some of these items can be measured by metrics, but most of them are more on how you know the team is doing. Spending time with the team in different ways. Being an observer during meetings – rather than talking 100%. Facilitator during planning meetings – rather than telling what will get done. Walking around the office, listening to the team working together – rather than sitting in your office. Asking questions and listening to the answers – rather than assuming you know what is happening. It is easy to take control as the manager.. You may even think that is why you are the manager. Observe, listen and act when necessary – that is truly what your team wants.

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Team Dynamics

Sep26
2011 Leave a Comment Written by Steve

Have you ever just sat back and taken an assessment of your team? Thought about how well they work together (or not)? Tried to figure out how to get the team more productive? As managers, that is our biggest role in really getting our team to perform better. The better the team performance definitely demonstrates a better manager. Some would argue that maybe the manager does not play a big part in the overall performance of a team, but I do. All it takes is to look at a failing team and how quickly is it blamed on the manager. Sports usually fire the manager before it rids itself of players. Same holds true for business types, just not in the news as much. Give credit for good managers having performing teams.

So what all goes into a solid team? What can you as a manager do to have the greatest impact? For me, there are a number of web based tools out there that can help you walk through an assessment of your team’s dynamics. Do a Bing or Google search – I have used many different types. There is not one that I have found that is a great one stop shop that I would recommend over the others. Each assessment tool is just that a tool to help you identify areas of potential work that needs to be done. First and foremost, you as the manager, need to find a quiet spot and clear your head of everything. You need to really be honest with “your” assessment of your team. Remember the end goal is to make your team perform better, rather than making you think they are better. Once you are ready, grab one of those assessments and walk through your team’s dynamics.

What did you find? I have written my Leadership Checklist to help me (and others) to help make sure that the manager (you) are doing your part in the process. Look it over, hopefully you are doing those and everything else.

One of the areas that I want this post to focus on is something that most assessment really struggle to cover. It centers on how tight the friendships are with your team. I want you to think back when you were growing up with your friends. When there were two friends working together was fairly easy. Do you have only a two person team? Normally not. So, when a third friend came in, how did that go? Usually after awhile stuff ended up two against one. Do you have a three person team? Probably not. Add more folks to the mix and the team starts to break up in to smaller sub teams. Something to watch out for. That is not always a bad thing, if the team is working for the good of all…

Friendships have its positive effects:

  • Friends usually communicate better together. Drawing others into the discussions. Gives the team a good “social” feel. People usually enjoy working together. Which has an impact on behavior and results.

There are negative effects as well:

  • With a team of 3 or more there is a feeling of being excluded. Remember growing up… Maybe it was not you feeling excluded, but did someone feel excluded? Causing not all of the team to participate in decision-making. You can easily start to have sub-groups forming. Causing communication to further breakdown. Now information will not flow freely among the team. The teams overall performance will suffer, count on it.

When you are sitting down thinking about your team and that assessment, remember to revisit the natural factors of friendship and how it will influence the overall team. With the positive you would rather have inclusion… Exclusion is just plain wrong.

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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!

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Sorry, Well Sort of

Aug31
2011 6 Comments Written by Steve

As some of you will remember, I posted my thoughts after I was interviewed a few weeks back. Well, I got a response.  That particular position was not for me… Not something that anyone ever wants to hear. We all like to think that we are the perfect candidate for any position that we apply for. I know that is not true, I completely understand. What was disturbing to me is how this particular communication was done. There was no phone call! Email was used. Not a personal email from the hiring manager or anyone. An automated system generated form email response. The ones that politely say we regret to inform you that you have not been selected. Pretty personal stuff, right?

I have interviewed well over a thousand or so folks in my 28+ years as a manager. If I talked to anyone, I owed them a personal phone call to communicate my decision. I fully understand that this is a time consuming process of reaching out and communicating your decision. If you were good enough to make it through the screening process and interviewed twice – you should at least get a call. Why not? Afraid of the potential conflict or an awkward situation? Any adult would feel disappointed in not being selected. We all want to feel that we really were the right person for the job. Fact is, we were not. Someone was selected over you. It happens… I for one, am not one to take it personal. I would like to get some feedback. Only fair?

When making that call, which I have always done.. I would do the following:

  • Communicate my decision. “I am calling to inform you that you were not selected for my current open position. I am sorry to say. I would like to share some of my thoughts on the interview and your qualifications for the opening.” I would then go onto communicate the impressions that were shared in the interviews.
  • Be honest. Sharing your impressions and the impressions of the interview team can be tricky. If they are not experienced enough to get the job, tell them what they potentially needed to work on. I know, some folks are going to come out and probably be defensive on this, but the interview plainly did not demonstrate that the experience was there. Maybe doing a better job in sharing that experience will help in the future.
  • Ask for questions. Ask the candidate if they have any questions. Be honest with your answers to the questions.

Maybe it is the sign of the times – Automated Messages. It is bad enough that we get them when we submit for a job, wait around and never hear back. Once you have interviewed, we now have people involved. Especially if you have made it to the short list. Two separate interviews by two levels of the organization. Getting personal, I think.

Me being me, I found an email from someone within the company and sent them an email, to see if maybe the two folks that I interviewed with could provide some feedback. It has been a long time since I was on the other end of interviewing. Maybe my passion was really a bit much. Maybe this or maybe that. I am not really sure.

UPDATE: Over a week has gone by and nothing back in email from my request. I will probably never know really “why”. 

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Retired Guy Series: Latest Update

Aug16
2011 2 Comments Written by Steve

For the folks that enjoy the Retired Guy Series, this update is filled with some good and not so good news.

For the Good news:

  • I spent most of the last couple of weeks helping out with my daughter’s move back to the east valley. She has been wanting to move back to this side of town for awhile. Her and her husband are finally in their new home. Great stuff having them and the grand kids so close to me. Now instead of about 45 mins away – they are less than 5. Awesome!
  • Had an interview from one of the jobs that I applied for.. Still don’t know anything yet. Read about it – here.
  • Also will be interviewing this Thursday with Encore Fellowship. The short elevator pitch for me is – this is a way for an over 50 person that has retired that still wants to use their experience. Since I have always worked in the corporate world (and I want to give back) – I would like to pass on my experience to the social sector.
  • I am now writing once a week for Az4Education. Check out my stuff over there. I am still trying to get comfortable writing about something else. By the way, if you would like to donate – I would really appreciate it.

The Not So Good:

  • Years ago, I had my left hip replaced. The pain was so bad, that I could not really do much. I was coaching ice hockey and after a one hour practice, I was spent for a couple of days. I have healed nicely from that! I knew this day would be coming and it is finally arrived. The past couple of months, the pain level on the right side has been getting worse. Last week, the doctor said – up to you when you want to do the other hip. It is time! So, in October, I will be going through a hip replacement “again”. I have a great doctor – who did an outstanding job last time. Expectations this time – no different!
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