Digging Deeper

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I was on Henrik’s wheel. We had eight miles to go with 43 miles behind us. I was thinking, as long as Henrik kept this pace, I could hang on. If he went faster, I was toast. One thing was certain. I could not handle another shift on the front. My legs were rubber.

Henrik pulled to the left, sat up and looked over. No way, I said to myself. I can’t. Henrik just stared at me. I stood on my pedals and dug in, pulling ahead. Henrik fell in behind allowing me to block the wind for the next stretch of road.

Sometimes I ride by myself, but I never get the workout, I never get the push unless I ride with someone else. Left to our own devices, we coast when it’s convenient, dog the hill with some justification about the heat or the wind.

Push me and I will go faster, challenge me and I will find that bit of energy left that I did not know I had.

Everyone needs a coach.
—–
TDF ends on Sunday.

Not About the Pizza

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“Your observation was that your production team seemed disconnected,” I said. “In spite of your pep talks, they shuffle.”

Suzette nodded. “I thought it was me, that I wasn’t doing a good job of motivating the team.”

“Motivation, engagement, is not about pep talks,” I smiled. “Motivation is not about pizza, or bonuses. Motivation is knowing that what I do is part of something bigger. It’s knowing where I fit in a larger picture. Don’t talk about it. Show the team, so they can see it.”

All Together Now

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“I am not sure how I can show the impact of our product on the customer?” Suzette continued to protest. “The production team is on the factory floor.”

“Two choices,” I replied. “Bring the factory floor to the customer or bring the customer to the factory floor.”

Suzette was quiet. Thinking.

“Our best customers have never seen our factory. All they know is what the sales team tells them. Are you suggesting that I invite a customer to visit the factory?”

I nodded. “Oh, not just one customer and not just once. What would be the impact on the team to bring them together? And what would be the impact on the customer?”

The Pep Talk

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“Don’t they see it?” Suzette complained.  “We make a really great product for our customers.  Our customers are thankful, give us positive testimonials. As the manager, I get a strong sense of the impact of what we do. But the production team seems bored, just going through the motions. Two quit only last week. I try to give them pep talks in our team huddle every morning, but they break the huddle and shuffle back to their work station.”

“You have your answer,” I replied.

“What do you mean?” she drew back.

“Your question. You asked a question. ‘Don’t they see it?’ Obviously, they don’t.” I chuckled.

“Well, of course they don’t see it,” Suzette was emphatic. “I was talking about my pep talk. How can I change my pep talk?”

“You could drop it,” I suggested. “Drop the pep talk. What you say has no impact. It’s what they see. How can you show them?”

Excuses and Reasons

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“When you evaluate his effectiveness, given his resources and his challenges, how does he stack up?” I asked.

Audrey was quick to reply. “No way. That’s the problem. We have a results based performance review system. He is obviously not getting the results we want, but there is always something, some circumstance that prevents him or his team from delivering the goal. And that something, that circumstance always seems to make sense.”

“You mean the excuse that gets him off the hook is the excuse that you believe.”

Worldwide Conspiracy

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“We call him, teflon,” Audrey said. “Nothing sticks. Things go wrong in his department all the time, but he always has an explanation why one thing or another caused the problem. Always something out of his control. Not his fault.”

“Has he ever taken responsibility for any problem in his area?” I asked.

“No, he has never had to. You would think there is a worldwide conspiracy out to get him and foil all his plans. Even when I don’t buy his excuse, he has a backup excuse to replace it. Do you think he is just unlucky?”

“Audrey, sometimes the explanation for the problem tells you more about the explainer than it does about the problem.”

One Most Important Thing

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“What’s the one most important thing you do?” I asked. “In a year’s time, looking back, what one thing have you done that has had the most impact on your company?”

Kristen was thinking. She had some stuff up on her walls, some recognition plaques, a framed letter from a customer. “I don’t know,” she started. “My highest contribution? I guess it’s just making sure my people are always busy and not wasting time. That’s what managers do.”

“No, on your team of 19, you have two supervisors, that’s what they do, keep people busy. What is the most important thing you do?”

“I guess I never really thought about it. No one ever asked me, or told me. In fact, when I got promoted last year, the only difference is that I go to management meetings once a week. I spend the rest of my time dealing with problems and issues. Who is arguing with whom? Who wants time off? Why someone is constantly running behind? Why things don’t come out right? Motivating my team? I stay pretty busy doing all that.”

“What would you have to do differently, so that you did none of those things?” I challenged.

“Well, there’s no way. The people I have on my team just wouldn’t be able to get along and stay productive without me in there.”

“So, what would you have to do differently?”

I’m Too Busy

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“You are right,” Kristen relented. “I really am too busy. My priorities are focused on short term fires. I feel like all I do, all day long, gets consumed with management issues and keeping people motivated. I don’t have time to work on basic stuff like writing role descriptions. When I look at doing that, it is so far down my urgency scale, I almost think writing a role description is silly.”

“What would be the payoff?” I asked.

“The payoff? I can’t even think about the payoff. I could write a role description and then I would have a role description, but I would be further behind dealing with all the crap,” she explained.

“Kristen, you are not unlike most managers,” I nodded. “If you could truly focus on getting the right people, most of the crap you deal with would largely go away. Stop working on crap and start working on systems. Your life will only improve when you start working on systems. And the most important system is the people system.”

Three Accountabilities

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From the Ask Tom mailbag:

Question:
You talked about Managers and systems. And you described the most important system for a Manager as the People System. What’s inside that system?

Response:
There are three primary accountabilities for any Manager.

  • First, is that the Manager is accountable for the output of the team. I don’t listen to excuses that some team member failed to perform, or some other team member fell short. I hold the Manager accountable for the output of the team.
  • The ingredients that support that output are the ability of the Manager to assemble the team together. This has a great deal to do with identifying and selecting talent.
  • Once assembled, the Manager must lead the team to work together, competently and with commitment in pursuit of the goal.

Failure in any part of this system falls to the Manager.

Looks Great

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“I think we have a good candidate, here,” explained Kristen. “Profile looks great. I think it’s exactly what we are looking for. Let me show you.”

“The profile assessment, the one about dominance, influence, sociability and compliance behavior?” I replied.

“Yes, the profile looks great,” she repeated.

“Before I see the profile, can I look at the role description?”

Kristen stopped, a puzzled look on her face. “Yes, the role description. I know we have one, but, it must be in my office. Here, you can look at the profile while I go see if I can find it.”

“Tell you what? Why don’t you go see if you can find it, while I go get a cup of coffee.”

“You don’t want to see the profile? This looks like a really good candidate.” she urged.

“Not really, not yet.”