Management Systems

A lot of leaders know what they want from the people they lead, but are not particularly skilled in getting the desired results. Often leaders in this position end up blaming the people they lead. Most often, the fault lies with the leader’s inability to focus effort toward a particular result.

A successful leader finds ways to focus effort toward their desired results. There are many ways to do this, but most of them boil down to measuring the results you want to impact. Management is often the art of taking abstract concepts and communicating them in a clear quantitative way.

For example, the factory manager knows that he wants to lower the number of accidents, but having fewer accidents is a fairly abstract concept. However the number of days since the last accident is a very concrete concept that is easy for everyone to understand. That is why many factories have a large sign that shows the number of days they have gone without having an accident. It helps measure the concept of having fewer accidents in a way that is understood and measurable. Many factories have found they can lower the number of accidents simply by making people aware of how well they are doing at achieving the goal.

The trick is to find proper thing to measure. There was an IT department where the manager decided to measure the number of trouble tickets they closed each week. This metric was used as part of the employees’ performance review. However, if everything was running just fine with no problems, there were no trouble tickets to close.

Once employees realized that their performance looked bad when things were running perfectly, they began unplugging certain pieces of networking equipment for 15 minutes at a time. The users would log a bunch of trouble tickets and the IT staff would plug the equipment back in and close all of the tickets.

In this case the manager was basically measuring the number of problems that were fixed. If an IT department is functioning well, the number of problems from system outages will be very low. The manager basically created problems because that is what was being measured.

Making metrics visible keeps people focused on the desired results. A skilled leader can identify the measurements of success and come up with creative ways to make those metrics concrete and noticeable.

Cultivating Respect

Respect is something that is earned. It doesn’t just happen because you are in a leadership position. If your subordinates respect you simply because you can fire them, you are a very poor leader.

You earn respect in different ways. The biggest way to earn people’s respect is to do what you say you are going to do. I’ve seen many moderately skilled leaders lose a tremendous amount of respect simply because they didn’t follow through on what they said they would do.

The Honest Leader

I once worked at an organization where the CEO was trying to increase the skill level of his management staff. Many of the people in management had a rudimentary education when they started at the organization and were doing very little to expand their skills and knowledge.

The CEO told all the managers that he wanted them to be continually pursuing their education and that he expected every manager to take at least two college classes each year at a minimum. He made it clear that year-end raises would be tied to meeting this goal.

No one heard any more about this requirement. I took several classes toward a second masters degree that I was planning on taking anyway, so I was prepared to document my educational efforts for the year. In December, my manager (a vice president) stopped me in the parking lot and told me that they had decided to give me a 2% raise.

I was kind of surprised because it had been made clear that we would only be getting a raise if we had documented our educational efforts for the year. Assuming that I must have missed the instructions on where to document this, I wrote up a summary and sent it to my manager stating that I wanted my raise to be based on the educational achievement as we had been informed would be the case.

Basically, the reply I got back made it clear that year-end raises were in no way impacted by our meeting the educational goal. Later, when talking with some of the other employees who had been there much longer than I, it became clear that the educational goal was treated almost as a joke. They had been around enough to know that, like many other goals and policies before, it was just a passing fad that wouldn’t ever actually be implemented.

This type of behavior is one of the easiest ways to damage your credibility and respect as a leader. If you have to change your mind for some reason, you should make it clear that you are changing your mind. Think twice before ordering something if you are not completely sure you will follow through.

The Competent Leader

Another way to cultivate respect is by being really good at what you are managing. This doesn’t mean you need to be an expert in everything every one of your subordinates does, but if your conversation makes it clear that you haven’t even spent the effort to understand their job, it will be very difficult for them to respect your expertise.

Your direct reports are going to run into roadblocks and difficulties in their work. While you don’t need to help them work through every single issue, being able to understand the problem and point to solutions will go a long way in building respect. This isn’t something you can fake. If you don’t understand their job, you will probably lose more respect than you gain by trying to help.

The Leader Who Cares

A third practice that will help you gain respect is to take a genuine interest in your employee’s success. If they feel like you are trying to help them achieve success, not just in their current job, but over their whole career, they will respect that you care beyond just the fact that they work for you.

Respect isn’t something that happens automatically and it is easier to lose than to gain. These three practices (follow through, being an expert, and caring about your employee’s success) will go a long way toward helping you build respect.

Don’t be Reactive

The best leaders I’ve worked with are the ones that know when to wait. Early on in my career, I tended to respond to things quickly—especially when I was angry or upset. This is the exact opposite of what the leaders I respected did.

Mature leaders know that some problems go away if they are ignored. There are some leaders who try to take this to an extreme and never deal with anything. The correct balance is somewhere in the middle. There are very few times where putting off sending a scathing email or administering a harsh verbal rebuke will give you cause for regret. On the other hand, it is pretty frequent that haste to respond to a loaded situation will make you wish you had taken more time to think about it.

There are times where a situation calls for immediate attention. The skilled leader will keep an eye out for those types of situations before they happen and make a decision about what to do ahead of time. This allows you to respond quickly, but not be reactive—you’ve spent the time in prudent thought ahead of time, so you are not acting on impulse.

Some of the situations where a swift response would probably be necessary are extreme insubordination, breach of ethics, etc. Sometimes a delayed response will send the wrong signal to your team. Most of the time, delaying in order to act wisely will be to your advantage.

Is Your Vision Clear?

Many leaders assume that everyone understands their vision. Often there is a big gap between their vision and what the people they lead see as the vision. Unfortunately, many leaders don’t take the time to actually find out how well they have communicated their vision.

When the vision is unclear, people tend to default to doing whatever seems best to them. If they are effective at communicating their version of the vision to people they lead, you can easily end up with a direction where each department or organizational unit is heading in a very different direction.

I was sitting in a meeting at a medium sized organization that was having a discussion about branding strategy. One of the vice presidents gave his opinion on a branding issue and then casually mentioned how it aligned with the vision. The only problem was that the vision he articulated was in the complete opposite direction of what the CEO was trying to do.

The problem wasn’t that the CEO didn’t have a vision. He just hadn’t communicated it effectively to the rest of the organization. I’m sure he thought he had communicated the vision, but the test of a well-communicated vision is whether or not the people responsible for implementing the vision understand it.

A very simple way to test your organization’s vision alignment is ask people to write down the vision anonymously in a short paragraph. It doesn’t need to be a long drawn out thing, but this feedback will give you a much better idea of how well aligned everyone is. Keeping it anonymous helps people concentrate more on articulating the vision and less on worrying about getting it wrong. After all, you are really testing your performance, not their ability to remember.

Once you get the feedback, read over each and every vision statement. If you notice that most of them miss something that you consider to be important, that is a good sign that you need to do some more vision casting in that area. It is very likely that you’ll find things that aren’t part of your vision. These are areas where you may need to apply some course correction to make sure everyone is headed in the same direction.

If everyone comes back and states the vision exactly as you feel you’ve communicated it, consider yourself fortunate. Most of us will find that there is some room for improvement in conveying our vision.

Teaching Teamwork

Teamwork is not something that is easy to teach. While you may know certain teamwork principles, it is something that needs to be developed in each team on its own. If you take 5 people from separate organizations and try to put them together into one team, there will be a certain amount of learning that takes place, regardless of how skilled each individual is at teamwork.

When it comes down to it, most of learning to work together as a team is learning to communicate with and trust your fellow team members. When you are creating a team, keep this in mind and try to create an environment where people can learn how to communicate and trust each other.

Often, you can improve your team by creating a temporary environment that requires everyone to learn to communicate and trust each other. Many of the infamous corporate games and simulations help attempt to achieve this. You just have to know what you are trying to accomplish. Corporate games and team building exercises get a bad name when they are done without any particular end in mind. If you don’t know why you are doing them, there are probably better uses of your time.

One of the easiest ways to improve communication and trust is put people in a difficult situation and let them work their way out of it. In day to day business settings, we have a lot of ways to avoid communicating directly or learning to trust each other. You want to look for a situation that doesn’t lend itself to these types of avoidance mechanisms.

Here are a few ideas of ways to help create a temporary environment to help your team grow:

Take an afternoon and go work on something together where it is easy to see what you’ve accomplished. For example, take your team out to paint walls at a local charity. Painting works well because it is easy to see how much you’ve accomplished. Many of our business activities are difficult to quantify, so we are deprived from a real feeling of team accomplishment in our day-to-day work. Painting is also good because it gives people a chance to talk while they paint and get to know each other better outside of work conversations.

Do a ropes course or something similar together. This gets everyone working together in a hands-on way and solving problems. With the right activities, it can really help strengthen the trust in a team. I’m not just talking about the activities where you close your eyes and fall backwards and let another team member catch you. There is a lot of benefit in just forcing people to work through problems together in a different type of setting.

Do one of the survival simulation type games. In these types of simulations, your team has to work together to rank the most important objects to take with them after an airplane crash or similar disaster. The point is that they have to reach a consensus about what items to take, and they aren’t allowed to just take a vote and go with the majority. This forces people to explain themselves and helps them work through conflicting opinions.

Your Relationship with the People you Lead

In the military, “the men” are separated from “the officers.” The basic idea is that the leaders shouldn’t be too close to the people they will be commanding. In the army, this makes a lot of sense because if you are too close, you might have a difficult time making decisions that could result in someone’s death. On the military base, they have an officer’s club, where the officers go to eat. On Sundays the facility is opened up for everyone, but there is a separate side for the men and a separate side for the officers. The officer’s side is generally a little fancier with slightly better chairs and table settings.

There is a certain amount of separation that is wise to keep in non-military leadership as well. If you are too friendly with your direct reports, it may be difficult for them to respect your authority. This doesn’t mean you need to intentionally be a jerk, but you need to be aware that certain individuals misinterpret an overly friendly attitude as a sign that they don’t need to follow the rules because they are “on your good side”.

Many times, people go to one extreme or the other. On the overly friendly side of things, they look to their direct reports to provide a social life. This isn’t healthy, because it means the leader may not be able to make difficult decisions without having an extreme emotional impact on themselves. Putting yourself in this type of situation can cloud your judgment about an individual’s contribution or effectiveness. It is also unhealthy because, if all of your personal friends report to you, it is possible to end up with a bunch of sycophants instead of true honest friends.

On the other extreme are the leaders who place themselves way above the people they lead. These types of people end up making lots of rules that apply to everyone except themselves and often carry an air of being better than everyone else.

Somewhere in between these two extremes is a healthy balance. The balance may be different for each person who reports to you. Part of your job as a leader is to identify and sense the proper equilibrium that will give your reports the satisfaction of feeling like they have a personal relationship with you, while keeping yourself in an authority role.

Clear Vision

Many inexperienced leaders fail to adequately communicate a vision to the people they lead. If you don’t tell everyone which direction to head, you’ll have confusion. For some leaders, their deficiency comes not from a lack of communication, but from not having a vision themselves.

Leadership is an important trait, but sometimes people get so caught up in trying to become better leaders that they forget to spend anytime figuring out where it is they want to lead. It is much easier to lead if you have a clear idea of what you want to accomplish and your ideas are good.

In fact, a poor leader with a great vision will accomplish more than a great leader with no clue where they want to go. Success covers a multitude of failures. If you are successful, people will tend to overlook many mistakes you make as a leader. If you are unsuccessful, people are less likely to overlook your deficiencies in vision.

If you are driving people toward shared success, they will tend to stick with you because they are succeeding. In some cases they may even start copying some of your poor leadership habits thinking they are part of the reason for your success.

This is the same type of latitude we give to geniuses. If you take a look at a photo of Einstein and think what your reaction would be meeting someone who looked like him in almost any social setting, you probably wouldn’t automatically have much respect for him simply based on his appearance. However, since he was successful, people overlook his appearance. I imagine there were even some younger physicists who stopped combing their hair with the idea that mimicking his (bad) habits would help them achieve success as well.

Obviously, leadership skills are very important. It is much better to lead with a solid vision and tremendous leadership acumen. Just make sure that as you develop your leadership skills, you don’t overlook the skills that will let you develop a vision worth following.

Successful People are not Necessarily Good Leaders

Most people assume that large organizations are well led. Some people assume that any successful business has good leadership. Leadership is interesting because it isn’t particularly easy to pass on to someone else. Because of this, there are many businesses that are successful (they haven’t gone bankrupt) that aren’t particularly well led. Many times an organization will rely on the success of its previous leader who has been gone for years.

Great leadership is a very rare thing. For most people it isn’t something that comes naturally. What is amazing is that so many organizations are very successful with only marginally competent leaders. Sometimes this is because the structure of an organization helps make up for the leader’s shortcomings. Sometimes, inadequate leaders are able to succeed because their support staff specifically makes up for their weaknesses.

While great leadership skills will help make someone successful, don’t assume that being successful indicates that someone is a good leader. This is a trap that many people fall into when they are looking for someone else to emulate. They find someone successful and assume that following their example will make them a better leader. Obviously, if you are mimicking good solid leadership skills, this might be a good thing, but many people can’t tell the difference between a skill that leads to success and a bad habit that someone succeeds in spite of.

When you stop assuming that successful people got that way because of their leadership skills, you are in a much better position to truly observe the strengths and weaknesses of others. Don’t assume that every habit of a successful person is a strength and don’t assume that every habit of an unsuccessful person is a weakness.

Recognizing Failure

My dad teaches at a community college. He has some students in his class who don’t have to take tests like everyone else. They take their tests with a special proctor who reads the test to them. This is so they don’t get confused by reading it themselves. I’m not joking. The idea is that they might be at a disadvantage if they have to read it by themselves.

I feel sorry for these individuals because they have never been allowed to fail. Maybe I’m old fashioned, but I don’t think you should be able to get a high school degree if you are incapable of taking a simple multiple choice test without help.

Our educational system is set up to keep people from failing. But failure is an important part of growth. It is sad to see someone who should have experienced failure in 2nd or 3rd grade making it all the way to college. When they enter the workforce, they are going to fail terribly once their employer discovers that they can’t read.

Make failures learning experiences, but don’t gloss over or ignore them. You need to recognize failures to build a strong team, but you also need to recognize failure to help people grow as individuals.

How to Challenge an Organization

A good leader can take an organization or team and accomplish things that no one thought was possible. In order to do this, a leader must make incremental changes that are challenging, but not impossible. By giving their organization a series of successes, they will build momentum that will help them overcome even more difficult obstacles in the future.

There is an occupation that is particularly good at doing this with the people they lead–teachers. Good teachers take their students far beyond what the students think is possible in a short period of time.

To accomplish this, teachers break the overall semester goals into smaller weekly goals and arrange them in a logical order. One of the things that sets truly talented teachers apart from others, is their ability to arrange study topics and assignments in the sequence that is most suitable for learning.

The best teachers I have had plan their assignments out for the entire semester and include it as part of the syllabus. Going into the class, you look at the assignments and it is overwhelming, but the first one looks doable, challenging and interesting. In the process of completing the first assignment, you learn several things that make the next assignment a little more doable and so on. By the time you’ve completed 3 or 4 assignments, you have momentum and confidence. The confidence isn’t in how smart you are, but it is more of a trust in the teacher that if he gives you an assignment, it is something that you can complete.

A leader must take the same approach as a teacher when it comes to improving his organization. They must present a picture of where they are going that is challenging and beyond what their team thinks they can achieve. They must present a plan broken down into individual goals and the first one must be challenging, but within what everyone thinks is possible.

The difficulty for most leaders is the fact that many don’t have enough experience with their organization or as a leader to know what is possible and what is not. They also don’t have the experience to know how much obtaining a particular goal will increase the skill of their team. This makes it difficult to create a series of goals where, every time you achieve one, you are more equipped to achieve the next.

Professors have the advantage of being able to teach the same class year after year. Some of the best classes I’ve taken were by professors who have been teaching the same class with the same assignments for the past 20 or 30 years. Since teachers get a new class each semester, they have the chance to start fresh. Any miscalculations about the difficulty of certain assignments can be changed the next semester and any discouragement on the part of the students is not cumulative. They will start with fresh students next year.

If you are leading an organization, you don’t have many of these luxuries. One miscalculation can discourage your team and instead of catapulting them to a new level, can actually reduce what they are capable of accomplishing. To manage these risks, a leader must approach their first goals very carefully.

It is wise to start with small changes first. This helps build momentum and gives the leader a better idea of what his people are capable of accomplishing. By making the goals informal, a leader can learn these things while reducing the risk of creating discouragement.

Over time, a leader must articulate formal goals and plans. Some leaders don’t want to tell anyone what the organizational goals are because they don’t want people to get discouraged if they aren’t achieved. While this might be beneficial for a short period of time, if a leader is unable to share goals and plans after a year, it will be detrimental to the organization.

Teamwork can only flourish when there are clear goals. Without clear goals, everyone will default to doing whatever is best for themselves. This creates a political environment.

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