Author Archives: Tom Foster

About Tom Foster

Tom Foster spends most of his time talking with managers and business owners. The conversations are about business lives and personal lives, goals, objectives and measuring performance. In short, transforming groups of people into teams working together. Sometimes we make great strides understanding this management stuff, other times it’s measured in very short inches. But in all of this conversation, there are things that we learn. This blog is that part of the conversation I can share. Often, the names are changed to protect the guilty, but this is real life inside of real companies.

Persuasion

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“So, I should focus on execution?” Roberta asked.

“It takes both. Flawless execution of a bad idea is still a bad idea,” I replied. “But even if you have a good idea, unless the team believes in your idea, you will not get flawless execution.”

“So, it’s persuasion?” she wanted to know.

“The best persuaders are not those with the most powerful ideas,” I nodded. “The best persuaders are those who listen. Listening reveals the path to persuasion. The best salesperson I ever knew was fond of saying – if you will just listen to the customer for three minutes, they will tell what and how they want to buy.”

Bright Ideas, Insufficient

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“I thought my promotion to manager was to become better at directing people to get work done,” Roberta said. “You make it seem like there should be more focus on the team than on me. I thought I had to have the answers, the solutions?”

“You might have answers and your answers may be the most coherent. You might have solutions and your solutions may be the ones that save the day,” I replied. “But, it is not your answers, your solutions, your planning, your bright ideas that make the difference. It’s execution. I am also certain that you have high performance standards, and you would meet those performance standards if you could self-perform each step in the process. Yet, you have come to realize that successful initiatives are seldom accomplished by a single person, it takes a team. It’s not the idea harbored by a single individual, it’s the coordinated execution that transforms a dispirited group into a cohesive team.”

Telling People What to Do

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“So, I may have a better way, but if I don’t get the team behind me, there will be friction in the process?” Roberta wondered out loud.

“Most assuredly,” I replied. “And there is a public persona to a team behind you, which looks high spirited and agreeable, but, there is also a private persona which may be filled with grumbling, victim status or outright mutiny. Behind your back, of course.”

“So, I may not see it coming?” she asked.

“If you are unaware, you will always be blindsided,” I smiled. “So, it’s not enough to get public agreement. You have to draw out the discontent. The real issue is not the better of two methods, the real issue is the position for pushback. Until you acknowledge and listen to the team, its reasoning for the way work gets done, its history of frustration, its valiant attempts to make things better that were ultimately stiffarmed by a policy or a silly rule. You have to tease out the real issue before you can deal with the merits of one method over another. Great managers are seldom known for their efficiency in telling people what to do. Great managers are known for their ability to bring value to the work of the team.”

Object in Motion

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“You make it seem like I got promoted to manager was just happenchance,” Roberta said.

“In many ways, your appointment was just because you were standing in the right place at the right time, call it luck,” I replied. “But, luck alone will not sustain you as a manager. You now have the authority to make decisions and solve problems the way you would have them solved, but that does not mean you have the team behind you.”

Roberta turned pensive. “You mean, I might tell the team to do something in a certain way, or at a certain time, and the team might push back?”

“Most assuredly,” I smiled. “The bane of every manager is that the team almost always pushes back. It’s not necessarily out of malice. Or that the team thinks you are a dolt. Most pushback occurs because the team has its own way, its own methods, it own habits that are difficult to break.”

“So, just because I am the manager does not mean it’s my turn and I get my way?” Roberta asked, not as a question, but a statement of reality.

I answered anyway, nodding. “I think you get the picture. Your way may be the best way, but you are fighting momentum, object in motion stays in motion. It is your role to interrogate current methods, gather new methods and solicit input, so you can guide the team to the best decision. It is cumbersome in the short run, but the only way in the long run. If you force the short game, your term as a manager is already on the rocks.”

Earning Followers

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“Well, I’m here,” Roberta replied to the unspoken question. “I’m the manager, now.”

“Yes, you are,” I said. “Tell me how you got here?”

“It’s pretty simple. My manager was out on family leave and decided not to come back. We waited for his return for ten weeks without a manager, limping along. At first, it was okay, we just did what we did the day before. As time went by, the wheels got a little wobbly.”

“And, so they picked you to be the new manager?” I smiled.

“I guess so,” Roberta answered. “So, now it’s my team. I have seven direct reports.”

“Oh, really?” I turned my head a bit to the side. “Why do you think they picked you?”

“That’s easy,” she said, with some awareness of the circumstance. “I have been here the longest.”

“So, it’s not the 10,000 books you read on leadership, or your demonstrated skills at supporting the team through a tough problem? It’s only because you have been here the longest?”

Roberta scrunched her face. “Yes, I guess that’s about it.”

“Don’t feel so bad,” I nodded. “Most managers are appointed to the role in exactly the same way. It’s not your leadership prowess. You were standing in the middle of the scene and there was no one else around with your experience, working here the longest, so you got the job. But, please understand, the team is not yours. You may have been appointed to the role, given the authority, whatever that means, but yours is not an earned position, it was appointed. It is the team that must be earned.”

To-Do or Not To-Do

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“I’m frustrated,” Eliana confided. “I know what I need to do. I know what’s important, but at the end of the day, I look up and it’s still not done.”

“So, what does this look like?” I asked.

“I studied my role. I read articles about project management. There are schedules. There is a specific sequence I have to follow. There are deadlines that have to be met. But, I get behind, and trying to catch up, sometimes, makes it worse.”

“Just because you know what to do doesn’t mean it gets done,” I smiled. “Everyone knows what to eat to be healthy, yet obesity is a major health problem. Every smoker knows the damage from smoking, but lung cancer kills more than 125,000 people each year. It’s not a matter of knowing, it is a matter of doing. Tell me, based on what you know, what small action can you start with, that if you do over and over, might make a difference?”

Eliana was silent, for a moment. “I am great at making to-do lists. But I rarely look at them once made. Maybe, every three or four days, I reluctantly look at the list, just to see what’s not done.”

“I am the same way,” I admitted. “To-do lists never helped me. It was fun to make the list, but not useful to create a habit. Time always got away from me. I always tried to get things done in my spare time.”

“That’s it. Same here. But, I never have any spare time, so the things on the list never get the proper attention.”

“How about meetings? Do you ever miss meetings?”

“Oh, no. I always make meetings,” Eliana replied. “I am very focused on my calendar.”

“Somehow, I knew that,” I nodded. “Here’s the difference between a to-do list and a calendar. A to-do list rarely calculates the real amount of time reserved for a specific task. And, it’s not the amount of time, but the time reserved. If you don’t reserve the time, the task will go undone. You may find it valuable, if you choose, to take each item on your to-do list and put it in your calendar. That forces you to consider the time it takes and reserves the time. I no longer make to-do lists. Anything I must do goes on my calendar. If it’s not on my calendar, it won’t get done.”

The Line at Your Door

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“But, if I have the right solution to the problem, isn’t it more efficient to just get the team to do it my way?” Muriel protested.

“In the short run,” I replied. “Are you playing the short game or a long game? Are you training your team to solve problems or are you training your team to follow directions?”

“But, my manager, you know I have a manager, too?” Muriel hinted a bit of sarcasm. “My manager expects me to solve this problem, get on with the work, so we can get to the next project. My manager doesn’t care, as long as we keep moving.”

“Are you sure?” I asked. “If all the problems faced by the team have to go through you, eventually what happens to the speed of problem solving? And the more you solve the team’s problems, the more they depend on you to solve their problems. Every team problem you take away, disables the team, to the point where they are helpless to solve a problem without you. Even if the problem is within their capability to solve, you create a habit, a routine grooved behavior that leads right to the line at your door, behind all the other problems that begin to stack up.”

Fear of Failure

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“When I became the manager, things changed,” Muriel answered.

“What changed?” I asked again.

“When I became the manager, I became accountable for the results of the team,” she replied. “It’s a different level of accountability. Whatever the team does, is now on my dime.”

“And, what are you afraid of?” I pressed.

“Afraid? I’m not afraid. If I was afraid, I wouldn’t have confidence in my solution,” Muriel snapped.

“What if you were afraid? What would you be afraid of?”

Muriel was not so quick to respond. “I am afraid that if the team doesn’t implement the right solution, I will be seen a failure as a manager,” she finally replied.

“Is it possible, you provided a solution to the team out of fear, rather than allow the team to struggle to find their own solution? If you could go back and do it over, what might you do differently?”

What Changed?

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“Tell me, Muriel, when your solution was challenged, how did you respond?” I asked.

“It’s pretty simple,” she replied. “I gave them the answer to the problem, but they worked in a different direction. They went directly against what I told them to do. I had to pull them together, find out who the ringleader was. You know, I have to find out who was bucking my authority.”

“Do you think the team believed in your solution?”

Muriel paused. “Does it really matter? I’m the manager. If I had the solution to the problem, they should implement it. It doesn’t matter if they believed in my solution.”

“Let’s play this out,” I prompted. “If they didn’t believe in your solution, but you forced them to implement it, how much energy and enthusiasm did they pour in your direction to prove you right? Or did they appear to follow your direction, without enthusiasm to prove you wrong? Either way, you still had a fight on your hands. Did that serve you? Did that serve the team? Did that serve the solution to the problem?”

“But!!” Muriel protested.

“No, buts,” I interrupted. “When you were part of the team, as an equal team member, how did you work together?”

“Well, back then, it was collaborative, we worked together to solve problems.”

“So, what changed when you became the manager?”

Fight for Respect

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“Being promoted to manager is not all it was cracked up to be,” Muriel moaned.

“How so?” I asked.

“When I was part of the team, we were all collaborators, working together, solving problems, in general, we had a really good time at work. Now that I am the manager of the team, they don’t seem to respect me or my position.”

“Tell me more,” I prompted.

“I tell them how to solve a problem, and they go about trying to solve it in a different way. When I catch them not following my solution, they push back. They seem to question everything I say. It’s like I am in a big fight for respect.”

I smiled. “If you feel like you have to fight for respect, you are more likely to get a fight than respect.”