Tag Archives: panic

Not the Manager’s Problem to Solve

“Timing?” Miriam repeated. “I don’t wait for the team to struggle. I don’t wait for the panic when the problem emerges?”

“As soon as you put the problem on the table, the panic will ensue. Let’s say you have three head-strong team members, individually, they are all very competent in their roles. But, whenever they have to work together, the three butt heads, with their own opinions about the direction of the project. In this state, emotions run high, cooperation and support disappears, there is passive agreement in public and aggressive backstabbing in private. As the manager, on this project, you need mutual support and cooperation. What do you do?”

“When I see the misbehavior, I would sit them down, individually, and communicate my expectations. I would explain that I would monitor their behavior and that I would not tolerate disagreement and shouting.” Miriam stopped. “I think you are going to suggest something different.”

“This is not your problem to solve. Understand, you are accountable for the output of this team, but only the team can solve this problem. Your role is to name the problem, put it on the table, in front of everyone, and outlast the panic.” -Tom

Outlast the Panic

“So, let’s say the team struggles. You, as the manager, are accountable for the output of the team. You control all the levers. What are you going to do?” I asked.

“Instead of jumping in to fix the problem, which is what I really want to do, I have to get the team to solve the problem,” Miriam replied.

“First, let’s talk about time. As the manager, when will you first know that the team is struggling with a problem?”

“That’s easy,” Miriam chuckled. “I know they are going to struggle before I even assign the project.”

“So, if you know the team will struggle, even before the project starts, when do you, as manager, intervene? How long will you let them twist in the wind? Remember, twisting in the wind costs money and you are accountable for output.”

“Are you suggesting I jump in before the project even starts? I thought I was supposed to let the team struggle with the problem?” Miriam countered.

“When the team encounters its first problem, and begins to struggle, how long does it take the team to start solving the problem?”

“Again, that’s easy. Forever. Faced with a problem, the team will avoid the problem, look to blame someone (else) for the problem, knock off early, work on easier stuff, dump the problem on my desk, complain about the problem, argue about the problem, go into panic mode, go into paralysis, you name it, they have tried it,” she explained.

“Fight, flight, freeze or appease. These are all classic behaviors of a team, faced with a problem, engaged in non-work.”

“So, I am the manager, what do I do?”

“Simple, outlast the panic. Put the struggle on the table and outlast the panic.” -Tom