Mandatory…

I was chatting with an Assistant Vice President I mentor periodically.  During our conversation he used that famous phrase that seems to be so popular in the workplace these days, “… I will hold them accountable…”  I also observe the close cousin to that phrase often… the single word, “mandatory” (sometimes communicated in ALL CAPS – bold even!).

Do you ever want someone else to do what you tell them to do?  I know I do.  I wonder why what others do, or how they do it, is so important to me.  I mean, if they get the job done their way vs. my way, isn’t that OK? And vice versa – if I get the job done should my managers be overly concerned if I did it their way or not?

This idea of getting the job done has fascinated me in the business world for quite some time.  Different approaches and techniques spanning different generations and even different countries have been well documented.

Perhaps the first time I started to pay attention to this was back in the day that Japanese companies re-invented their reputation – and success.  There was a period I can remember when “Made in Japan” represented cheap, low-quality products.  Somehow, some way the Japanese completely changed that image, true?

Alan Deutschman wrote in Change or Die ©:

Toyota gave responsibility and accountability to its production workers, and the workers responded by acting responsibly and accountable.

That same book offered a little more explanation behind why people act the way they do:

People don’t resist change; they resist being changed.  

               Dean Ormish

Sounds personal, doesn’t it?  Do you take your work personally?  I’m not sure if it’s good or bad, but I definitely take my work personally.  I take to heart Tom Connellan’s thought:

One with passion is better than forty who are merely interested.

                                                                                   

One problem with my personal, passionate approach is dealing with my emotions during occasional workplace conflict.  I’m 45 years in to the working world and still trying to keep calm when someone tells me to do something their way when I believe I know how to do that same something better – my way. 

For me, my passion for getting the job done the best way it can be done is easily misinterpreted as being arrogant; or uncoachable; or just being a general pain in the ass.  I’d like to believe all that is inaccurate – I certainly hope it is.

But having someone tell me they will “hold me accountable” or that completing thus and so is “mandatory” is not the way to unleash my full potential.  I liked what Bob Nelson wrote about this company’s culture:

In a visit to a utility company to study its best practices, teams from Sprint Corporation in Westwood, Kansas, were shocked to learn that some corporate cultures weren't quite as rigid as theirs.  When the Sprint teams asked questions regarding dress code and attendance policies, the firm responded that its policies were come to work, and wear clothes.

I know all of us must adhere to certain rules and related codes of conduct (including wearing clothes to work).  But for many of the tasks we are assigned to get our jobs done, wouldn’t it be better if our manager helped motivate us to want to complete those tasks successfully vs. dictating that said tasks are “mandatory”; or “MANDATORY”?

Easy for me to say – but it’s hard to make someone else “accountable”, true?

               GAP

When life gets tough we could get a helmet… or… we could leverage the peace and share the power of a positive perspective.

Management dissonance...

That was Jerry Jarvis’ response when I asked, “What was that all about?”  He proceeded to teach me an important leadership lesson I had not read in any books or learned in any management training classes.

As leaders, I believe we never want our people “looking over their shoulder”, wondering if something bad is about to happen.  “Management dissonance” cripples employee productivity.  And if retaining key people is, well, key … leaders may find out followers are much more impatient and leave even though leaders were expecting the opposite.

I witnessed that impatience three years ago when our company was acquired.  It can happen whenever a company goes through a re-organization.

The term management dissonance is derived from the psychological definition of “Cognitive Dissonance”, which Google tells us:

Cognitive dissonance refers to a situation involving conflicting attitudes, beliefs or behaviors.  This produces a feeling of mental discomfort leading to an alteration in one of the attitudes, beliefs or behaviors to reduce the discomfort and restore behavior.  

             Sam McLeod

I have written about leadership communications (and lack thereof) often.  Been there; done that myself:

As Sales Director, I spent at least one day each month observing my sales reps in action; in the field.  All nine of them were tenured and experienced.  Yet, their sales performance was unacceptable.  The owner of the company hired me to turn things around.  We weren’t sure if we had an attitude-problem or a people-problem.  I felt it was the former, but I had recently terminated two of my nine reps.  

Today, I’m in Orange County meeting my southern California sales rep for breakfast at the start of my “ride along”.  He seemed nervous; we both knew he was struggling.  Our small talk dissipated quickly, when suddenly he blurted out, “Are you here to fire me?”  Catching me off guard, I paused and replied, “No” slowly and calmly drawing out the O sound.  He took out his cell phone; dialed; and said, “It’s OK honey.  He’s not firing me.”

Much more relaxed now, Jerry tried to change the subject to the itinerary for today’s ride along. I stopped him, saying, “Whoa whoa whoa – what was that all about?” He then proceeded to educate me on the term he coined, “management dissonance”:

1. He noticed I wasn’t traveling with my PC.  (It was with IT as they were applying several updates.)  Jerry assumed I didn’t have my PC, so I could take his back after firing him.
2. He was the lowest rep on the sales performance report; I had fired the previous two lowest reps; he figured he was next.
3. And I had not specifically told him I was not going to fire him; in fact, I had offered him no news at all.  So he filled in the blanks.

Well, I didn’t fire Jerry.  He went on to have a successful sales year, which we were counting on.  He (and his wife) were all worked up over lack of communication; my bad.  I learned that in absence of updates followers will come to their own conclusions.

Difficult for a leader you might say?  Yes it is.  That’s why the leader is the leader:

In calm waters, every ship has a good captain.  

          Swedish Proverb      

I believe it is leadership’s responsibility to “reduce discomfort and restore behavior” during times of stress.  It is the respectful thing to do for our followers.  And if roles were reversed, I think everyone would be in agreement, don’t you?

                       GAP

May you feel the peace and share the power of a positive perspective today – and every day!

Luv Rules

Friday is Valentine’s Day – everyone, it’s not too late.  There’s still time to do something special for that special person.

OK, OK – so I can’t take credit for creating this awesome display of love for my love.  That was someone else’s awesome display of their love for their love.  But I can take “observation credit” for stopping along the roadside while driving through this western Illinois farming community to take the picture, can’t I?  I think my wife will give me credit for a little kind-hearted, photo-plagiarism because I know she knows today:

Love rules without rules.  

      Italian Proverb

Who says men are oblivious and have no powers of observation?  OK – so a billboard is hard to miss; not very subtle.  But observing that man’s demonstration of love reminds us all that Friday, no assumptions; no taking her for granted; no obliviousness; no subtleties are allowed.  On Valentine’s Day, we must shout our love for our love from the top of the mountains!  Of course, we hope our women do the same for the men in their lives:

You know “That Look” women get when they want sex?  Me neither.  

      Steve Martin

Friday may be a special day in my marriage, but our relationship over the years has taken constant care (and patience).  Thankfully, my wife has patience:

Patience strengthens the spirit,

   sweetens the temper,

      stifles anger,

         extinguishes envy,

            subdues pride,

               bridles the tongue,

                  restrains the hand,

                     and tramples upon temptation.        George Horne

It’s easier to be patient with the little things I suppose.   But when times get tough, the most convenient person to argue with, vent to, and take our frustrations out on is often our partner, true?  Life seems to move so fast; people seem to be so stressed; the media inundates us with so many sensationalized issues. 

I don’t know; are meaningful, loving partnerships easier or harder to find these days?  With everything racing at a break-neck pace, who’s responsible for maintaining a healthy, loving, long-lasting relationship?  Well, here’s a view from Wyatt Webb:

You are 100 percent responsible for 50 percent of any relationship.

Carrying more than ½ the load you say?  Yep – you and my wife, too.

Thankfully, my wife and I are still in love after all of these years.  We will do something quiet this Valentine’s Day; we enjoy our quiet time together - always have.  We’re blessed with sharing many common interests, so spending time together and “decompressing” from our fast-paced life is a nice retreat. 

Like you, our conversations will span a variety of topics; children; friends; happy memories; love.  Of course, when we’re together we will also synchronize our calendars; debate upcoming projects; disagree on priorities; discuss business; and almost always review our finances.  Yuck!  Necessary I suppose, but certainly not very romantic. 

Yet this Valentine’s Day I will be reminded:

A successful marriage requires falling in love many times, always with the same person.  

      Mignon McLaughlin

So here’s to February 14^th – Valentine’s Day.  May you enjoy it with someone special in your life.  If you’re lucky enough to be in love, may you cherish your quiet time together; sharing common interests; being patient with life’s challenges; relishing the restorative results of romance. 

And if you’re with someone but you’re not yet sure if he or she is “the one”, don’t worry – trust your gut feeling: 

 

Love is not finding someone you can live with; it’s finding someone you cannot live without.  

      Rafael Ortiz

Love rules without rules on Valentine’s Day – and every day.

      GAP

... or... you can leverage the peace and share the power of a positive perspective to face today – and every day!