Company Growth, Personal Growth

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“I know I need to delegate more,” Hannah shook her head side to side. “But, I am often disappointed when I give someone a task and they don’t complete it to my standards. It’s just easier to do it myself.”

“Okay, I will agree that you can complete the work better than anyone else on your team,” I replied. “As the manager, if you have to complete all the work, how much work can you do in an 8-hour day?”

“I know where you are going with this,” she said. “If I do all the work, our output capacity is limited to how much I can personally get done. Not to mention, everyone else will be standing around all day.”

“There is more to it than a capacity issue, output for a day,” I nodded. “It’s output capacity, forever. If all you produce is what you can personally produce in a day, the company will never grow. More importantly, you will never grow.”

Meaning of Life

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“I know I need some help,” Ellen explained. “I am in a new role, I have to step up my game. I know you and I know that many people trust you to help them. I need you to teach me, so that I can become a better manager.”

“I am flattered,” I replied, “but I must tell you a story.”

There was a young woman searching for the meaning of life. She had heard of a wise man who lived at the top of a mountain, who, by all reports, could help in her quest. So she made preparations for the journey.

It was a long journey, traveling by foot. Many overnights before she arrived at the mountain. The mountain was not particularly dangerous to climb, but the path was another two days journey into a higher elevation.

Finally, she arrived, and sat with the wise man she had heard so much about. After explaining the reason for her travel, she asked the question. “Sir, what is the meaning of life?”

To which, the wise man quickly responded, “My child, Life is a River.”

The young woman was clearly taken aback. “I heard you were a wise man, so I traveled many days to arrive at your mountain, then traveled two more days into the clouds to speak with you about the meaning of life, and all you have to say is that Life is a River?”

The wise man looked directly at her, “You mean, it’s not a river?”

Action First

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“Sometimes, I feel like I am fighting an uphill battle,” Camella explained. “I call a meeting and describe what I want done. We go over all the details, but some just want to rain on the parade. They talk it down in the meeting so it has no chance when it makes it to manufacturing. I know I want to do the right thing and get buy in before we get started, but I feel like I am stalemated.”

“Have you ever reversed the process?” I asked.

“What do you mean?” said Camella, gaining curiosity.

“Sometimes, when I know the explanation is going to draw fire, I don’t explain. Sometimes, I just sweep people into action. Before anyone has a chance to protest or complain that something won’t work, we demonstrate that it will work. We don’t have to go through the whole process, just enough to warm the team up to the idea. Action first, then we debrief and go for buy-in, after they have proved to themselves that it will work.”

Fear and Hesitation

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“Let’s hear the self-talk,” I said.

Lucy began to describe her vision of the project as it would be completed. Her words were tentative. “When we finish the project, the new territory should be ours. The competitors will think twice about ignoring our expertise. The client should have a new-found respect for us.”

“Not bad, for starters,” I said. “I want you to try something different. Pretend the project is already finished. Close your eyes and visualize that we are one day beyond the project’s completion. Now open your eyes and describe it again.”

It took Lucy a moment for it to sink in. I could see her eyes blink hard as she moved her mind into the future. “We finished the project and the new territory is ours. The competitors cannot ignore our expertise in this marketplace. The client has a new-found respect for us.”

“Lucy, it is more than just confidence. What else is different when you talk like that?”

“When I transport myself into the future, all of the problems that get in the way and slow us down are gone. All of the hurdles have vanished.”

The power of visualization, to a real time in the future, works to conquer more than problems. It conquers the fear and hesitation of moving forward.

Harsh Monochrome

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Simon moved quickly down the hallway. Morale was down. “I just don’t understand,” he said, “Our hotel managed a five star rating last year. I would think the staff would be proud of what they accomplished.”

“Show me around,” I insisted. “Let me look. I will tell you what I see.”

As we walked, I noticed the posh lobby and beautiful appointments of the hotel. It was truly wonderful. But then, I asked to see the work areas behind the forbidden doors that say Employees Only. That is where it hit me. The contrast was amazing; like we had been transported to a different place on earth. It was clean, but stark. Away from the warm glow in the guest areas, team members were bustling around bare cinder block walls lit by harsh fluorescents. The air was still and clammy. Team members, each, had their name scrawled on a piece of tape slapped on a gray metal locker.

It struck me that we treat our customers with a warm glow, while we treat our team members in harsh monochrome.

Do the surroundings in your workplace have an impact on productivity? Does beauty in the workplace have a positive impact? Look around, what do you see?

Meaningful Feedback

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Morgan was perplexed, “Okay, so if I set the form aside. And if I buy into the conversation-is-the-relationship, where do I start?”

“Morgan, let’s go back to purpose. What is the purpose of the performance review in the first place?” I asked.

Morgan held his head in both hands, thinking. So many misconceptions abound on the purpose of a performance review that he was temporarily paralyzed. Finally, he spoke. “The performance review should provide feedback to the team member on their performance.” He stopped, still confused. “But isn’t that what we have been doing all along?”

“Let me change a couple of words in your definition,” I replied. “The performance review should provide meaningful feedback to the team member for the purpose of improving their performance. The feedback has to be meaningful and for the purpose of changing their current behavior to more effective behavior.”

Most current performance appraisal systems provide feedback that is not meaningful and do very little to change behavior.

Team Member Never Wins

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Morgan was hanging with me. He had never considered the conversation-as-relationship in the dynamics between the team member and the manager. We had been working on his performance review process.

“Morgan, it’s not the form from the office supply store. It is the conversation. In fact, think about the form. The form actually works against the conversation. It summarizes the complexities of human behavior into numbers.”

Morgan mounted a defense. “That’s why we have the person rate themselves first and then the manager. That way, if they disagree, the two have something to talk about.”

“Morgan, it is a game of tit for tat. A game. What happens when the manager wins the game?”

“Well, the lower the score, the easier it is to justify a lower adjustment to compensation.”

“And if the team member wins the game?”

Morgan stoppped. At first he wasn’t sure. Finally, he replied, “The team member never wins the game. It’s not how it’s played.”

So, in the long run, what impact does this process have on performance. Is there a better conversation that should be happening between the team member and the manager?

Connecting Performance and Retention

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Morgan was finally thinking about purpose. What was the purpose of the performance review in the first place? What was the performance review supposed to accomplish?

“Morgan, what is the most critical factor for both team member performance and team member retention?”

At this point, Morgan was gun-shy, he hesitated to respond.

“Let me ask this differently,” I continued. “What is the most critical relationship for both team member performance and team member retention?”

Morgan’s face relaxed. “That’s easy. It’s the relationship between the team member and the manager.”

“Good, now let’s build on that. How important is the conversation between the team member and the manager?”

“Pretty important, I guess,” said Morgan, going tentative on me again.

“Here is why it’s important. The relationship between the team member and the manager is the critical factor for both performance and retention. And the conversation is the relationship.”

What kinds of conversations are happening between your team members and your managers?
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Conversation is the relationship described in The Heart Aroused by David Whyte.

What is a 2?

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Morgan handed me a stack of the files which contained copies of previous performance reviews.

“I see here that you are using a 1-5 Likert scale with 1 = poor and 5 = exceeds expectations.” Morgan nodded. I continued, “Scanning down the list, I see that you have tons of 3s and only an occasional 2 or a 4, never a 1 or a 5.”

“That’s easy to understand,” said Morgan. “We don’t have to explain a score of 3. If we rate a 2 or a 4, we have to provide a written explanation. And even if someone deserves a 5, we never give it, because then they might ask for a raise.”

“And, tell me again, what is the purpose of this review?”

“Well, our HR person says that if we have to fire someone, we need to have a bunch of 1s and 2s in the file. Something about avoiding wrongful termination.”

“Morgan, have you ever been up against a plaintiff attorney in court?”

“Not really,” Morgan replied.

“Morgan, have you ever had to explain to an attorney exactly what a 2 means?”

“Not really.”

“Morgan, with all due respect, this little form is not going to get you very far in a wrongful termination suit. There has to be a better purpose for this performance review process.”

Learning Something New

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What stops us from learning?

It’s not the complexity of the content, or how much there is to learn. The obstacles to learning most often exist in the head of the learner. Obstacles are more about beliefs and assumptions than the details of what has to be learned.

We learn to delegate effectively, not by learning a new delegation model, but by ridding ourselves of the assumption, if you want it done right, do it yourself. We hold back on sharing problem solving, not because the team members lacks the skills, but because there is a lack of trust. We hold back on sharing decision making, not because the team member is unable to make the decision, but because we, as managers, have always made that judgment call.

What stops us from learning is often, something inside our own head.