A few weeks ago I monitored a test in my class and was intrigued by the anxiety level exhibited as time approached for the test to start. It wasn’t just one student, either. I knew this was a class of folks who took their studies seriously and worked hard both in class and on their assignments. Why am I bringing this up in a blog that for the most part talks about leadership and management issues? I bring it up for the simple reason that anxiety is not limited to classroom settings.
Any time there is a performance measure anxiety may be present to some extent. Psychologists have noted that anxiety at some level heightens awareness and can lead to enhanced performance. However, too much anxiety may have the opposite effect. It may detract from performance. Psychologists have identified and studied the phenomenon of test anxiety in classroom settings. Within your organization do your workers have “classroom” settings which might evoke so much anxiety that their work is affected? Is this really any concern to you? It might be if precision and accuracy are of paramount importance. Simply put, if anxiety levels are so high that work suffers, how can you expect to fill your customers’ orders or complete the contract on time?
How high does your anxiety level go when you hear Aunt Nell is on the phone or on her way to your office? Is that a good time to measure your performance as a leader? Wouldn’t the same consideration apply to your staff?
Leadership
RIP Common Sense
The debacle taking place in Washington DC, considered by some to be business as usual, should give us all pause as we mourn the apparent passing of common sense (and perhaps decency) in some quarters. Washington insists on doing what it wants when it wants – and the heck with common sense. How long do you think you’ll stay employed if you reject common sense and decide that treating employees badly is perfectly acceptable? When employees disagree with a new policy or procedure – is your reaction to marginalize them? By doing so how much support do you think the new policy or process will really have? Your staff will observe how well you handle disagreement and questions about decisions you are considering or implementing. Taking actions which are unrealistic and responding to critics with demeaning or disparaging comments does nothing to advocate effective communication. Maybe the people actually doing the work just might have a better idea. Perhaps this is the opportunity to resurrect common sense and enjoy the benefits which comes from taking such a stance. Aunt Nell can’t be too upset if more effective and efficient work processes are implemented because common sense rules.
It was one of those days
Ever have one of those days where you feel like you’re operating on about six out of eight cylinders, just slightly behind the power curve and half a step slow? Even taking a short break to sit back and calm my thoughts didn’t help a couple of weeks ago. And when I thought it couldn’t get any worse – well, let’s just say it did. Instead of being in my office completing the tasks I had scheduled for the day I found myself at the dentist waiting to have a crown re-glued into place. Obviously not how I planned to spend my time that day.
Instead of letting things like this completely defeat us we could take a moment to assess and reschedule some things. I found that when you tell folks you need to reschedule a phone call because you’ve had a dental emergency their empathy really shows and cooperation is fully demonstrated. (I was also thankful that I hadn’t swallowed the bloody stupid crown.) Some days it’s not about scaling the mountain. Sometimes it’s just about putting one foot in front of the other to slowly make positive progress. I don’t know about others but when I finally stopped for the night I looked back on the molehill I scaled that day and took pride in that small but significant accomplishment.
Tackling your problems within your organization will give you days like I had a while back. Isn’t it comforting to know that your problem solver can fully appreciate the kind of day you had?
Performance Appraisals for Difficult Employees – Part II
We talked in Part I about preparing for the performance appraisal meeting. In Part II, let’s look at a couple of strategies you might consider for the actual meeting.
It’s hard not to think in some situations that the performance appraisal review with a difficult employee won’t deteriorate to a confrontation. If the employee weren’t having or displaying problem behaviors there wouldn’t be a need to prepare for a difficult meeting, right? Even though you prepare for a confrontation, your tone of voice and body language need to be as neutral as possible. If you go into the meeting loaded for bear that message will come through clearly and nothing will be accomplished. Before the meeting take a couple of moments to take a deep breath and calm yourself. It really does work.
When the meeting begins, clearly state the purpose of the meeting. This is a performance appraisal meeting and it is about the employee, not about you. Also remember that this is not a negotiation meeting. As the supervisor you have observed good things and areas where improvements could be made. Start out with a positive comment, if possible. For example, if the employee has shown improvement in an area that was discussed during the last review period, make note of that.
In as even a tone of voice as possible, describe the areas where improvements are needed. Again, if progress has been made, reiterate that. But if there are areas which were brought to the employee’s attention and which did not show improvement during the recent review period that needs to be discussed. Keep your focus on the facts. Whenever possible, give specifics as to dates and times when tasks were not completed or submitted late. Detail the problems areas with as much specificity as possible. You’re never going to be voted as supervisor of the year but you’ll have the satisfaction of knowing that you’ve done the best job you can under difficult circumstances.
End the discussion of the performance on as positive a note as possible. Compliment a positive skill. Next, set an interim review date to monitor the progress. Work with the employee to set a time that will allow the employee to make the required changes in performance and to establish a positive track record.
Strategy
A while back I started a conversation with you all about group dynamics. As I’ve said before knowledge of group dynamics is a good thing. It helps increase your effectiveness as a leader and improves communication. Some knowledge of group dynamics will facilitate your work with a problem solver as you all work together to correctly identify not only the problem but the source of that problem (no, it’s not Aunt Nell but she comes close!) Having a good understanding of group dynamics will enable you to develop realistic strategies for addressing the issues and the problems. More importantly your knowledge of group dynamics will help you create a work environment that does not foster persistent personnel problems. Rather, the work environment will be one where your employees will know and appreciate the work performance standards required to maintain and even improve the bottom line. It will reinforce your role as a leader who values each individual. Remember my previous comment about having employees challenged to do their best? That sort of work environment allows employees to have the chance to develop and use their critical thinking and creative thinking skills. Your organization will have to tackle projects that are both difficult and time sensitive. Neither of these characteristics will be an obstacle to completion IF you put individuals together in effective teams. You will be able to accomplish that because of your knowledge of group dynamics.
Oh, my!
Have you been watching or reading the news coming out of DC? Talk about problems! How would you go about solving problems of similar importance in your organization?
One approach could be to circle the wagons, surround yourself with loyal staff and pretend nothing is wrong. The loyal staff will support each and every one of your decisions. I can hear the comments from here – “and the problem with that is what?” There’s no real problem with this approach so long as you’re able to develop and implement objective and fair decisions. But “group think” can result in ill-advised decisions. History is replete with such situations, none of them solved satisfactorily. Apparently this is the approach being used yet again by the folks in DC. Now that should be interesting to watch.
The better approach to consider is to bite the bullet and hire a professional problem solver. That person can help maintain the necessary objectivity while empowering and motivating staff to provide well reasoned and well developed options for your team to consider. Here’s something else to think about. You don’t have all the answers and you don’t always make the best choices. You’re human and occasional opportunities for improvement will be encountered. Hiring a professional problem solver is the first step toward developing and implementing lasting solutions to your problems. Too bad the folks in charge in DC don’t use the same common sense you do.
On the road again
It seems travel became the focal point of my life these last couple of months. I completed three trips between early March and late April and realized how much I appreciate being able to do laundry in my own washer and dryer. I know the dogs have a good time at the boarding kennel but they seemed to have that “not again?” look when I dropped them off this last time.
The hassles of travel can get to even the most experienced traveler, much like the hassles and frustration of unresolved work related issues and problems can wear down even the most experienced and effective leaders and managers. Just when you think it’s going to be smooth sailing yet another problem (or the same pesky problem) shows up.
Just as we’ve had to adjust to changes in travel procedures like making sure we’re at the airport in plenty of time to get through security, wearing shoes that slip on and off with minimal hassle, etc. have you made any adjustments to your approach in handling difficult problems in your organization? Or are you trying constantly to impose what you think are tried and true solutions to today’s problems? Remember that definition of insanity? Why keep trying the same approach that still hasn’t worked? Do you listen – actively listen – to good advice from others? Or is it more important that you impose your solution to the problem despite all the information showing that your approach just doesn’t work? You may want to ask yourself a question at this point. Is this about the success of the organization or is this about your ego and need to always be right? What’s really holding you back from learning about and using group dynamics in a positive way?
Some More Thoughts
I’m pretty sure that if I mention group dynamics one more time you’re going to end the blog visit and walk away. So let’s take a brief break.
During some recent travel I met an individual who caused me to walk away, shaking my head. He is very successful in business and if you ever have a doubt he’ll make sure to tell you just how successful he is. In the course of our “conversation” I was struck by the stark differences between us. This man made sure I knew just how stupid everyone is ((I’m presuming that included me) and he’s the only one with the answers. I realized that this man truly thinks people are stupid and not worth his time. I saw the way he treated the young man at the coffee stand and I cringed. It finally dawned on me that this man has a sense of entitlement due to his own ego. Are people stupid? No, not really. Do we all have the ability to behave stupidly at times? You betcha! And that’s the difference. Where the so-called successful man dismisses people because he believes them to be stupid I work hard to focus on the issue or the behavior, not the individual. This businessman, through his attitude that he graces us with his presence, sends the message loudly and clearly that people are of no value to him other than what he can get out of them. By focusing on behaviors I work hard to let people know, including my readers, that individuals do have value. When there’s a problem we address the behavior without demeaning the individual. Which approach do you think will enhance performance, job satisfaction and the bottom line? Which type of person are you?
Some thoughts
I was fortunate to spend time at Walt Disney World recently and I was struck by the change in people as they stood in line for rides, food, etc. The Disney corporation has certainly created a happy place for millions of visitors. Another thought also struck me. Disney could not successfully create such a place if it were a truly horrible corporation in which to work as some media stories over the years have tried to portray.
If you’re going to be an effective leader you need to understand that happy employees make far more significant and positive contributions to the success of your organization. Those contributions tend to improve the bottom line as well. Making sure your employees are “happy” doesn’t mean bending over backwards and kowtowing to every demand. It does mean that you lead effectively. That means you educate yourself on the importance of group dynamics, especially in your organization, and use those dynamics in a positive way to achieve your organizational goals. It means being fair and consistent in your dealings with people. Customer service is important especially when extended to employees. Set goals that both challenge and fulfill your staff. Work should never be toxic but hard work never hurt anyone. Have the courage and persistence to look at the way work gets done and see if new ways might be more effective and profitable. Don’t settle for mediocre either in yourself or your staff. Knowledge and proper use of group dynamics can lead to a workplace where everyone dares to be extraordinary. How bad can that be?
Frustration 101
I have been traveling lately and have used my iPad liberally on the flights. I’ve even downloaded a few game apps to kill some time while in the air. I recently found myself a tad bit frustrated when a screen message popped up telling me that it appeared I was having trouble and perhaps the purchase of several expensive power boosts would help. Ya think? What to do with the frustration? How stupid would it be to throw the iPad down the aisle? Would that really make it easier for me to complete the level and move on?
How do you deal with the frustration of thinking a problem has been solved only to see it rear its ugly head time and time again? What about all those phone calls and conversations with Aunt Nell where she tells you every little thing you’re doing wrong and why can’t you just do things her way?
Something to consider – group dynamics. Both formal and informal groups exist within your organization and both are communication channels. Why not communicate your sense of frustration, not so much to vent but rather as a way of seeking input from your staff? Let your staff know that you’re aware that some problems never seem to get solved. Will a realistic and lasting solution be found? Consider asking your staff members how they would tackle the issue. Keep the boundaries clear, whatever boundaries you set, but then listen as an active listener.