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.

Get the Picture Inside Your Head

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“But, I thought, to do planning, the first step was to create some goals?” asked Nicole. “That’s what we have always done.”

I nodded. “That’s where most people start. And goals are important.” I stopped. “And, how do we make sure we are going after the right goals? And how do we make sure the targets are set high enough?”

“Well, we have to have a good idea of where we are going,” Nicole replied.

“Exactly, and that is what we have to define first.”

Nicole winced. “How do we do that?”

“There are a number of ways. We could take a picture, draw a picture, describe a picture of where we are going?”

“What do you mean?”

“One of my clients, Banyan Air Services at Fort Lauderdale Executive Airport just finished a brand new terminal building, something, as a team, they have been working toward as long as I have known them. For years, hanging on the wall, there was an artist’s rendering of their new building. That was it. That was the vision. And everyone who walked by or sat in that office knew precisely where the company was headed.

“Year after year, without wavering, that picture stood inside the heads of the management team. It drove them to perform with that single thought in mind. Two weeks ago, they had their grand opening. It is amazing how that single visual picture drove their thinking, their performance, their goals for well over a decade.

“The first step in planning is vision.” -TF

Group

Part and Parcel

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Last March, one of our subscribers in Malaysia, Rose, had a decision to make. She could have remained in her old job, or she could have stepped into this crazy world called management. Being a manager is different. Her life changed. Last week, I got this update from Rose.

“Remember me? Yeah and I’m still surviving after four months as a manager. Things seemed to be turning up not as scary as I expected.

“Anyway, I’m gaining my subordinates’ trust and the projects seemed to be progressing. I’ve implemented some new policies along the way, like implementing tighter inventory movement. My boss appreciates me for that. I’m also able to cut down on customer waiting time in our retail area by teaching key staff members how to maneuver tasks of other employees.

“Although, my direct boss seems to appreciate what I’ve done, she is quite apprehensive when I try to push for market differentiation in our consumer products. Frustrating, but I guess it’s part and parcel of life. She is instrumental in my employment and also the flood gate keeper to all the politics that try to veer into our business unit.

“But, one thing for sure, I’m feeling alive again. And powerful, occasionally, when my subordinates look to me for guidance. Anyway, although I don’t know you personally, Mr. Tom, but you have been most helpful in helping me to make up my mind four months ago. Keep up your good work. May you be blessed.”

Interesting and inspiring. My thanks to Rose for sharing her decision with us. -TF

Not a Management Technique

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Rose is one of our subscribers in Malaysia. Last March, she was faced with the dilemma whether or not to take a new job as a manager. In the end, Rose took the job. After giving proper notice, she started in June.

“Remember me? Today is my second day on the job as a new manager. Wow!! Exhilarating and tough. Scares the hell out of me. But anyway, management, especially when it involves strategy at the corporate level is really something new to me! Even with an MBA, it’s not easy!

“I have to think about expanding the business and yet I can’t just do it without considering the brand’s image in the market. I can’t afford to portray the new brand into the lower segment.

“Should I think about franchising or should I get a distributor to take the new product lines into other markets.

“Still, I have to take into account the under capacity of the production department, which is also under my care. How to motivate the production line when they are so new to me? I think I’m going to have high blood pressure soon.”

So Rose took the bold step and jumped into the thick of things. It is one thing to anticipate the challenge. It is another to feel the reality of being overwhelmed. And here you come face to face understanding this is not about management techniques, this is about courage.

It is now some months since these first days in June. I heard from Rose again last week. Her update on Wednesday. -TF

Something Else is Necessary

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Rose was asking for advice, clearly torn between the comfort of an existing job and the scary prospect of a new job in management. This new position would be a stretch. Perhaps her new employer saw something in Rose that even she did not see in herself. But still, it was Rose who had to make the decision. My response:

“Dilemmas are the wonderful part of life. The position you describe sounds like a big job without a lot of internal resources. That is not an altogether bad thing, because you can make decisions quickly and turn direction instantly. Not only can you make a mistake, but you can also approve it.

“It does make the problem more difficult to enter a market area where you have little technical expertise. Since you don’t have an internal sales staff, you will need to find out who can help you understand this new market and how others have gone about it. Competitors are a wonderful source of information. You can read about them, and sometimes even talk to them.

“Bottom line, you will have to go into high learning mode to find out what actions need to be followed to be successful.

“I would also have more conversation with the owner, to determine how he will measure your success. What revenues have to be achieved? What markets have to be penetrated? How many and what kinds of new products might be successful?

“I would also like to find out what the owner was impressed by? What did he find interesting about you as a candidate? He must know that you have little experience in this industry, so why did he not see that as necessary to success in the new position? It must have been something else.

“I know I have asked more questions than given advice or direction, but this is a decision you will have to make yourself. Perhaps these questions have helped to clarify things so you can make the best decision for you.” -TF
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Please note our new publishing schedule, three times a week, Monday-Wednesday-Friday.

Pulled Toward the Flame

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So, here I comfortably sit, listening to this unexpected story. Rose lives halfway around the world, in a culture that is unfamiliar to me, yet her dilemma is like many I hear about every day. Life is uncertain. Many decisions, we can only judge in hindsight. Rose was both excited and apprehensive.

“I do understand that if I were to take up this new job, it would be a fantastic stepping stone for me into management level as compared to my current position. It is like Pandora’s Box. There is no absolute gain by taking up this new position. I would be doing everything, overseeing the production team, marketing the product lines, diversifying the brand. Yes, it would be extremely exciting, maybe too exciting. As the days pass, I’m finding more and more reason for not taking this job. Perhaps, I should just stay put in my comfort zone. Why do I have to go through this kind of dilemma?”

So, here is my question to you. If management is a social act, why did you decide to take on the responsibility? What is it about management that pulled you toward the flame? -TF
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Please note our new publishing schedule, three times per week, Monday-Wednesday-Friday.

Something About Rose

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I spent the past few days thinking about Rose. This past March, Rose became one of our Malaysian subscribers to Management Skills Blog and wrote to ask for help.

“A very good day to you Mr. Tom. I am looking to join a new corporation as a Business Unit Manager here in my country of Malaysia. Prior to this, I’ve had ten years of working experience, both in sales and production. Currently, I’m studying for my MBA.

“I was approached by the Unit Manager of a company to take over her post when she opts for retirement at the end of this year. She has actually done a good job in establishing the brand name of the company in its niche market. My job is to bring the business to a new level, through differentiation into new market segments, and find leading franchise opportunities to expand our reach. At the same time, I’ll oversee operations as well. I’m already feeling nervous now. My experience was in industrial sales, and now, I find myself taking up something really new to me—a management job, building a franchise for this business. I’m scared that I may not deliver although I never promised miracles during my interviews.”

Over the next few posts, I will tell you the story of Rose and the decisions she made. By the way, she took the job.
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Publishing note: Beginning today, we will publish three times per week, Monday, Wednesday and Friday.

Wild Turkey

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Well, we have reached to the two year mark here at Management Skills Blog. I believe I will have a beer.

Over the past 24 months, we have created 517 short posts about management with all its glory and splinters. All of those are indexed by category on the website www.managementblog.org.

We are going to take a short time off over the Thanksgiving week holiday. When we return on November 27, we will resume publishing three days per week on Monday, Wednesday and Friday. If you need your fix, go tackle the website. It’s open 24 hours a day.

Until then. Have fun, don’t eat too much and stay away from that “wild” turkey. -TF

Hollow Rah-Rah

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From the Ask Tom mailbag:

Question:

I am a new manager. I hold a weekly meeting that goes pretty well. We say the things that need to be said and make our plans, but the meetings seem to bomb at the end. They just stop. The energy in the room is flat. I tried to give a motivational rah-rah speech at last week’s meeting but it fell flat on its face. I wish I had kept my mouth shut. The meeting is missing something at the end. How can we finish on a high note?

Response:

Follow your own advice and keep your mouth shut. Unless you are one of the rare charismatic managers, your attempts to raise the energy level will feel contrived and pointless.

Why?

Because the energy is all coming from you. You need some help. Try the following exercise.

At the end of the meeting, distribute 3×5 index cards. Have everyone write down one action item they plan to do based on the meeting. Then make your way around the table, asking each team member, in turn, to publicly state their commitment to action. You will be amazed at the rise in energy as you adjourn the meeting.

This is no hollow rah-rah. The reason this works is because it is real and every person participates. -TF

Public Accountability

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From the Ask Tom mailbag:

Question:

I am at wits end. I have a weekly management meeting, but it seems I do all the talking, especially when it comes to accountability. And when it comes to accountability, all the ears in the room go deaf. Whenever there is underperformance, it is like the team cowers under the table until the shouting is over. I am tired of shouting. Besides, it doesn’t seem to do any good.

Response:

Most Managers are not aware of and do not leverage team accountability. Managers assume the role of the bad guy and essentially let the team off the hook when it comes to holding each other accountable for performance.

Turn the tables. In your next meeting, when a team member reports non-performance or underperformance, stop the agenda. Ask each team member to take a piece of paper and write down how this underperformance is impacting their part of the project. Go around the table and ask each person to make a statement. Then ask the team to create an expectation of how the underperformance should be corrected. Go around the table again. Finally, ask the underperformer to respond to the team and make a public commitment to action.

Team accountability is a very powerful dynamic. -TF

Grand Intentions

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“So, we can put this plan to bed?” said Ross. His team had worked hard and done a pretty good job.

“Ross, let’s say you think this plan is the perfect plan. How will you know this is the perfect plan?”

“Since this is the plan for 2007, I guess we won’t know until the end of 2007.”

“So, you are going to wait until the end of 2007 to make sure you know you are still on the right track?” I asked.

“Well, of course not. That would be stupid,” said Ross. We will be looking at the plan all through the year.”

“When will you look at the plan again?” I asked. “Ross, every company has grand intentions to look at their plan through the year, but quite frankly, most companies don’t do it.”

“Well, I am sure we will look at it again,” Ross stated firmly.

“Well, I am sure that you won’t,” I replied. “Unless.” I stopped.

“Unless what?” Ross asked.

“Unless, at the end of each calendar quarter, you schedule a full day with your management team, fully focused, perhaps off-site, to revisit your plan from top to bottom.”

Ross was a quick study. He was already reaching for his calendar. -TF