Category Archives: Accountability

How to Build Trust

“What do you mean – No surprises?” Rachel quizzed. “My team member must know that this conversation is coming. Everyone is constantly correcting his mistakes, making him do re-work.” “So, you want to keep him guessing? You see, surprise works … Continue reading

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Important First Behavior

“I understand positive reinforcement in video games, how you level up to expert, but, how does that work around here?” Travis asked. “I run a loading dock.” “Travis, the guys loading the trucks, have you noticed the different colored t-shirts … Continue reading

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Bigger Problems to Solve

“It’s new,” said Jeremy. “My role is different. I never thought there was this much difference between being a supervisor and being a manager.” “What is the biggest change?” I asked. “I used to have a team of technicians. Now … Continue reading

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Let Them Deal With It

“I am ready to throw up my hands. I have come up with eight ways to Sunday for our route technicians to do a better job on their service calls. I am ready to do a Flutie drop kick and … Continue reading

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Can He Do the Work?

“The profile on this candidate is outstanding,” Rory explained. “It will take a special person to fill this role, and by golly, I think we have found the right person.” “The profile is outstanding compared to what?” I asked. Rory … Continue reading

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A Decision Based on Hope?

Sylvia was perplexed. Difficulty trusting her judgment. “I have this gut feeling that Porter would make a good supervisor. But, he is our best technician. If I promote him and it doesn’t work out, I might lose my best technician.” … Continue reading

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Designing the Work

Chase left our conversation abruptly. Across the plant floor, he had spotted a problem and rushed to make a correction. He was apologetic on his return. “Sorry, but this is why I called you today. I feel like a two … Continue reading

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A Plan is Not a Goal

From the Ask Tom mailbag – Background (Tom): So, now we are left to think about your target completion time. If you truly believe that Stratum IV capability is required for success in this project, then I must assume the … Continue reading

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Without a Deadline

From the Ask Tom mailbag – Question: What happens if someone isn’t focused on a timeline? We have a number of people who need to be strategic and who need to maintain a number of balls (projects) in the air, … Continue reading

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The Sucker Punch Question of Org Charts

From the Ask Tom mailbag – Question: I was in your Time Span presentation about Elliott Jaques and Managerial Relationships. I recently discovered that our perceived organization chart is quite different that the one I had or felt was in … Continue reading

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