What Employee’s Value from Work: Tips From The Manager’s Answer Book

The Washington Post, using an independent research organization, does an annual survey called Top Workplaces.  They publish the results in their Sunday Post magazine.

It’s not surprising to learn employees surveyed are looking for organizations where they have confidence in the firm’s direction.  Even in a time of low unemployment, this shouldn’t come as a surprise. Said in a slightly different way, employees want transparency from their leaders.

The Post’s survey also showed that employees want to work for an organization with high ethics and where the organization’s values are lived. Most well managed organizations publish their values, but some have trouble living up to or demonstrating them. This is not what today’s workers are looking for in an employer.

The result that did surprise me is that 67% of the respondents said they value working in a place were different points of view are encouraged. This is great news. People want to work where there is diversity of thought.

High on the list of things people value is having a good manager. The adage that “people don’t leave organizations—they leave managers” reinforces what the respondents said in this survey. Strong managers who set clear expectations and hold people accountable tend to be the kind of managers people want to work with.

Manager’s Tips:  If holding employees accountable is a struggle for you, The Manager’s Answer Book addresses this issue and here is a portion of the answer:

Managers should hold their people accountable for their work but before you can do that, clear expectations must be set. One of your most important roles as a manager is letting your team know what is expected of each of them. If they are new to our organization or your team, if you’re starting a new project, or if you are asking for something you’ve never asked of them before, they need you to be clear on issues such as:

• When is the task/project due?
• What are the key deliverables?
• Are there milestones for check in?
• What will success look like at the conclusion of the project
• How will my performance be measured?

See page 76 of The Manager’s Answer Book for more information on setting expectations and holding employees accountable.

As you work to improve your managerial skills, keep in mind what people value from work and if you don’t already do so, maybe you want to ask your own team what’s important to them.  You may learn valuable information that will help you engage and retain your staff.

Words Do Matter: Tips From The Manager’s Answer Book

We were at a museum recently which had a number of wartime planes on display. What struck me about one was its description. It included statements such as: She was built in [year]; she flew [x number] of missions; she was taken out of service in [year].  “Why,” I asked no one in particular, although my husband was standing nearby “are inanimate objects referred to as she?” I didn't really expect an explanation, but where did this practice come from?

Language is powerful and we talk about this in The Manager's Answer Book. On page 123, this question is posed: Knowing that words matter, do you have any guidelines on using the correct words and language to avoid offending anyone?  

Manager’s tip:  Part of the answer we offer:  Language is symbolic, meaning there is an arbitrary connection between the symbols (words and phrases) and what they refer to. Stated another way, different words and phrases can have different meanings to other people, depending on their perspectives and experiences. In today’s diverse workplaces, communication can be complex and challenging!  Paying attention to what you say and how you say it is an excelled way to build positive relationships at work. 

Remember to use neutral words, be wary of slang and jargon, and don't use labels when referring to other people. 

Busy is Not the Point

If you don’t follow the great Seth Godin on social media, I highly recommend you start today. He always makes me think.

For example, recently he posted this -- “There are no points for being busy -- busy is not the point.”

This really resonated with me!  I frequently tell people that I don’t just like to be busy. I like to be “crazy busy”.  But as I reflect on my own life, I think I am guilty of thinking being busy in and of itself is a good thing. After reading Seth’s post, I realize I should be refocusing on being productive and being creative. In other words, busy is not the point! 

I know I do this a lot -- I stay busy doing something that I enjoy doing rather than starting a project that I’m not as interested in or just don’t want to do.  It’s another example of why being busy is not the point.

The point is how productive you are – that is, working on things that need to be accomplished.    We all probably know people who are good at looking busy but who are really playing video games on line or shopping on QVC!  Appearing to be busy is also not the point.

If you’ve ever taken a time management class or read a book on how to maximize your time, you probably heard that we all have the very same number of hours in a day or a week to use and there isn’t a thing we can do to gain more hours.  We can only learn how to better use the time available!

I want to be clear -- this is not a blog about time management -- it’s about time maximizing! If you want to maximize your time, consider these two questions:

• How can I make sure I’m not just doing stuff to show activity or avoiding doing something else?  
• How can I use my time to do the things that matter?

Here’s the big lesson for me (and I hope for you) about thinking busy is the point -- learning to say no can make all the difference in the world! When I first started consulting, I said yes to anything anyone asked me to do because I thought if I said no, they’d never ask me again.  I quickly learned that was very faulty thinking, but I don’t think I’ve truly learned how important it is to be comfortable in saying no when what is being asked doesn’t fit into my long-term goals.

Being clear about those goals really makes a difference when you’re asked to take on a new task or responsibility. If it will move your forward, say yes! Consider that saying no allows you to build in time so that if something comes up that you want or need to do, you can say yes!

Many times, what matters isn’t work -- it’s spending time with family or volunteering at a soup kitchen or even having fun.  But if we are so hung up on being busy, we probably are missing out on some things that are a lot more significant in our lives.

Don’t, as Seth Godin says, “be busy being busy, instead of doing what’s important.” 

When There’s a Line Outside Your Door

Has this ever happened to you? You have a well functioning, highly productive team of great people who are doing everything you wanted them to do—well, I may be going a little far with describing a perfect work team but, you get the point.  Things are in good shape and you can get a bit of breathing room and maybe do some strategic thinking or even take a vacation.

Then, seemingly without warning, one of your employees isn’t getting along with the others on the team.  There is a line outside your door of unhappy employees who yesterday were quite satisfied with their working situation, but today are ready to bail on you and your organization.

Your first inclination is probably to shut your office door and hide but, tempting as that may be, you need a plan. The Manager’s Answer Book covers this topic with a question/answer discussion that walks you through a process of how to take corrective action that starts with counseling the employee using these steps:

1. “Point out the differences between what the employee is presently doing and what they should be doing.
2. Describe in specific terms the negative impact the employee’s behavior is having on them, others, and the organization.
3. Give the employee the opportunity to explain. There could be extenuating circumstances. However, don’t get caught up in defensive excuses.”

To get the rest of the steps to take, see page 60 of The Manager’s Answer Book which is available from Amazon, Barnes & Noble or your local independent bookseller.

Change – A View from the Top

I recently heard this statement: “Spring is a lovely reminder of how beautiful change can truly be.”  So, consider the change taking place in the following situation:

At the beginning of the school year, the executive director of a private school announces he is retiring at the end of the school year. So everyone affected has nine months to get used to the idea. Shouldn't be a problem, right?  Well, not until the board completes their search and makes a decision between two final candidates – one internal, one external who had previously taught at the school. Needless to say, a majority of the staff wants the internal candidate chosen, but their hopes are dashed when he's not. 

As soon the announcement is made, the gossip and the rumors start. They aren't just about the new executive director or the internal candidate not chosen. They are rumors about the teachers too – which ones may leave because of the choice. Even the students are getting pulled into the scuttlebutt. 

We discuss this very situation in The Essential Workplace Conflict Handbook. No matter how hard the new leader tries to instill confidence and let the existing staff get to know her, this change can bring conflict out in the open. In this scenario, the new leader won't be starting for several months -- and conflict is already rearing its ugly head. 

What to do?  The current leadership must recognize change causes fear. Respect the fears being manifested and listen to people's concerns. Use the rumor mill to spread accurate information to counter the gossip and negative information that's rampant. Over-communicate. Use every available communication methods to reach the staff (including the teachers), parents and, yes, the students. Be honest with people and treat them with respect. Communicate realistic expectations keeping in mind that everyone wants to know how the changing organization is going to affect them.

Remember, the hardest part of change is getting through it.  The conflict tunnel can be dark, but the light at the end may be brighter than the one at the beginning. You can learn more by reading Chapter 1 of The Essential Workplace Conflict Handbook which discusses What’s New at Work?

Avoiding Bad Conflict

We’re continuing the discussion we had with Elayne Fluker on her podcast, Support is Sexy, about conflict.   

Question:  We’ve been talking about a well-managed conflict. What about avoiding bad conflict?

Cornelia:  The most important thing to do to avoid conflict is to set expectations early – with employees, associates, and any other business partner.  Make sure the roles and responsibilities are clearly defined. With employees, make sure they know at the beginning of the employment relationship – this is what their job looks like and this is what you expect them to do to meet the responsibilities of their position. If you’re bringing in outside support, make sure everything they are expected to do is outlined and well defined.  

Question:  Should you have an agreement of some sort in writing.

Barbara: That goes to expectations. I like to have a conversation first and then put it in writing – you confirm what you talked about. For example, “As we agreed, this is what I’m going to do and this is what you’re going to do and this is our timeline.” You have clarity and can hold each other accountable. You’re not being legalistic, but if I’ve committed to something and I’m not going to get it done in time, I need to let the other person know – something’s happened – let’s renegotiate those deadlines.  If you have your expectations in writing you have something to refer to, especially if things are not going well.  You can point to it and say, “You agreed to do this and you’re not holding up your end of the bargain.”

Cornelia:  I heard someone once say that she had gone through a contentious divorce and that you don’t think about setting a contract before you get married.  She was referring to working things out – who hadn’t kept up their part of the bargain.  She brought the concept into her business dealings, especially working with teams – insisting on setting ground rules and guidelines.  That’s what we’re talking about.  If you have guidelines or rules of engagement written down everyone can commit to them.

Question:  When it comes to addressing conflict, what do you see as some of the mistakes or common mistakes that people make?

Barbara: I think people often have trouble just articulating that this isn’t going well without getting emotional.  If you can keep emotions out of it and simply say, “This is what we agreed to and it’s not going the way we thought it was going to and we need to fix it,” you can address what’s wrong.  Another mistake is letting things go to long thinking it’ll get better – “I’ll give it another week.” Well, by a week later things could have exploded and it’s too late.  Catch things early, be aware of your emotions, and remind yourself this is business and we’ll deal with this in a business way and hopefully maintain a positive relationship.

Cornelia:  People sometimes become overly concerned about the relationship – wanting to avoid hurting someone’s feelings if they say something or do something. You can deliver a negative message in a positive way without it getting personal. Go back to the facts of what happened – keep it as a factual, business issue.

A Well Managed Conflict

We were interviewed for the podcast, Support is Sexy with Elayne Fluker.  We talked about entrepreneurship, and the conversation led to conflict management and resolution.  Here are some excerpts from that conversation. 

Question: You’ve written two books on conflict resolution. Can you share tips with managers and business owners on handling conflict within their businesses whether it’s with their employees or other business associates? 

Barbara: We discuss the positive nature of conflict in The Essential Workplace Conflict Handbook. Conflict, if managed appropriately, can be a very creative process. It can bring ideas into the organization and get people thinking in different ways. You don’t always want to avoid conflict, unless it becomes destructive to the organization.  Well-managed conflict can be very positive in moving relationships and the organization along.

Question: What’s a way a well-managed conflict can move a relationship along?

Barbara: The key is listening to each other. Listening gets totally overlooked. People are prone to want to keep talking and get their ideas out. A well-managed conflict occurs when people put varying ideas out and the others listens without judgment and without trying to respond as quickly as possible. If you really listen to each other it may occur to you, “You know I never thought of it that way.” That revelation can then spark a very good discussion that may end up taking you and the situation in a totally different direction.  That’s one of the keys to maintaining good relationships. If you stop and say I’m going to hear what he or she is say and then use it without getting defensive or argumentative or judgmental, you can have some pretty amazing results. 

Question: How can we create an environment where people know that a well-managed conflict is something that’s encouraged.

Cornelia: Let your employees and business partners know you brought them into the relationship because you valued and want to hear their ideas. And show you really mean it.  In meetings, for example, say, “This is the idea we have,” and open the floor to other people who might offer a differing point of view or idea.  Then listen to what everyone else is saying – and give everybody the opportunity to state their opinions. 

Once all the ideas have been heard, start determining which are doable.  If you don’t think an idea is doable not right now, then let the person know, “It’s a good ideas but it’s going to take some resources we don’t have, so let’s table that for the future.” If you’re not able to act at all, let them know why. Opening the discussion to everybody and being able to implement some ideas will create an environment where people understand it’s fine to state your ideas. If it’s not going to work either now or in the future, people know they’ve been listened too and not shut down. When we talk about positive conflict people think it’s a contradiction, but positive conflict is recognizing that we all come to a decision or idea from a different point of view based on our background and experience. Everyone is open to other creative ideas. You may end up with a much better solution. 

Check back next week to read more excerpts from this discussion.