Posts Tagged ‘Managing your energy’

Effective performance: it’s all about trust. 10 tips for managers to develop team trust

February 7, 2011

It is clear to many people today that we are experiencing a crisis of  trust. The recent global banking and financial crisis seems to have undermined radically the bedrock of all business success: TRUST.

All the traditional pillars of society are now more or less in question and all levels of society seem to be affected by this fundamental lack of trust. It’s not surprising that this crisis of trust has spilled over to the world of work and many internal employee surveys continue to show that employees the world over place seem to place less trust in their organizations and management to look after their best interests.

A lot of employees feel indeed they are now paying what Stephen M.R. Covey calls a hidden “trust tax”: the less trust they have in their organizations, the more they adopt counter productive behaviors to compensate, generating in turn further distrust. The excessive use of emails at work may be only one basic example of this “trust tax” because excessive email ties up unnecessary time for many people who don’t need to be necessarily on copy for everything.

And yet, never has trust been more necessary because as Stephen M.R. COVEY points out in his book  “The Speed of Trust“, nothing can be achieved long term without trust. Without trust, short-term gains may indeed  be acquired but at huge cost and after huge delays and in today’s fast evolving business environment, speed is key to business success.

Trust is therefore the fundamental driver of performance in the new global economy and indeed is “the key leadership competency” required to drive effectiveness. Especially in fast evolving, matrix, lean organizations, it’s not possible to monitor every employee and “compliance” can’t be the only management objective. Only a culture of trust delivers the behaviors businesses needed to get the results required at the cost and speed expected by customers.

For as Stephen M.R. Covey indeed points out, trust always impacts 2 key outcomes: speed and cost. When trust goes down, speed goes down and costs go up. When trust goes up, speed goes up and costs go down. In high trust environments, all the different ingredients which contribute to effective performance are encouraged: internal communication is smoother, collaboration is more effective, execution is faster thanks to quicker decision-making, innovation is greater, alignment is easier, employee engagement in increased, partnering and relationships with all stakeholders are more positive.

In low trust environments, of course, all of these ingredients are impacted and impaired. Communication becomes difficult at all levels as employees may hide information, collaboration within teams becomes more complicated, execution becomes cumbersome as decision making involves more and more people, the source of innovation dries up, there is misalignement between strategy and individual actions, employees become more disengaged and relationships with stakeholders inevitably suffer.

Trust is not some soft skill “nice to have but hard to measure“. Covey quotes a 2002 study by Watson Wyatt which shows that return to shareholders in high-trust organizations is almost three times higher than the return in low trust organizations. Trust or the lack of it impacts on the bottom line dramatically.

What’s more, managers can actually do something about it. Trust is something that can be developed and managers have a responsibility and an opportunity to build trust with their team members and with stakeholders  across the organization.

Here therefore are some tips for managers to help build trusting relationships within teams:

1) Recognize that trust is the key driver of performance and that building trust is a key management responsibility and objective. Too often, managers set themselves hard, quantifiable, task-oriented objectives but they rarely set themselves an objective of building a culture of trust. As trust is the bedrock on which everything else rests, this is very surprising, to say the least.

2) Walk the talk by setting example. Say what you do and do what you say. Meet your commitments small and big. You build credibility and trust by demonstrating that you keep your word and that you can be counted on to deliver. Team members lose faith and become demotivated when they notice a gap between the “talk” and the “walk“. Worse, they may even adopt the same behavior because as we all know, the manager’s behavior sets the tone with regard to what is/not acceptable behavior within a team. Pay attention to detail and to the small things because as we again all know, the “devil is in the detail“. Failing to meet commitments in apparently “small issues” can set the tone. Quite often, team members don’t see the big things but notice the “small details“.

3) Empower team members. Empowerment means giving each person a meaningful role aligned to his/her competencies where he/she feels he/she has “stewardship” for the job. In other words, each person feels responsible for getting the job done and for evaluating results. This doesn’t mean the manager exerts no control because there can be no delegation of responsibility without control. What it does however mean is that employees are given the chance to feel they have a form of “ownership” for their objectives and have accountability for results. As we all know, we all respond more favourably to being trusted and we are more motivated to get things done when it becomes a personal challenge and when we feel we are personally responsible for results.

4) Don’t delegate “tasks”. There may be times when a task needs to be completed and someone has to do it. A manager needs to delegate that task to a team member. However, delegating tasks must remain the exception rather than the rule. Managers should seek to delegate a set of responsibilities that allows a person to take responsibility and accountability  for the expected results for a given role in the team.  Being responsible for a given role obviously allows the person to be proactive and develop strategies to manage work. Being constantly asked to work urgent tasks prevents employees from being more effective. The simple matrix below illustrates  some differences between delegating tasks  and empowering through clearly defined roles.

5) Get out of the way. Once you empower your team members in an appropriate way, get out of the way and let each team member play his/her role. If something goes wrong or if things don’t progress as quickly as desired, avoid the temptation to step in and decide or act in place of the team member who has “stewardship” for the action. Unless absolutely necessary, don’t take back a responsibility granted and don’t short-circuit team members or act in their place. This only contributes to demotivating the person concerned who will feel that he/she doesn’t really have responsibility for the task at hand and that when push comes to shove, someone else will decide.

6) Align “roles and responsibilities” within the team. There can be no “empowerment” without role alignment within the team. Ensure that all team members understand their role and how it fits into and interacts with the greater whole. Too often, even when a manager defines a role with a team member, this is not shared with other team members and role confusion and conflict ensues concerning “who does what“. As organizations are not static, roles and responsibilities will evolve and the key role of the manager is to work constantly with his/her team to adapt roles and responsibilities in an appropriate and systemic way and in a win-win relationship.

7) Establish win-win relationships with team members. Quite often, some managers may see team members as simple cogs in a wheel serving the sole interests of the manager. Managers need to recognize that employees have their own agenda and own personal goals and these goals have to be understood and nurtured in true win-win relationships. If managers only see employees as instruments to help the advancement of their own careers and manage them in a “directive, hands-on” way, this will only lead to demotivation and poor performance as team members inevitably come to the conclusion that their contribution is ignored. Team members are not mere puppets to be manipulated at will. So know your team members, understand their needs and work to help them progress towards their goals in a “win-win” spirit.

8) “Recognize good performance in public, criticize weak performance in private“. Employee engagement is nurtured by recognition. Recognition can take many forms. Obviously, monetary recognition such as a pay increase or a bonus is one obvious way of recognizing performance. However, there are many other more subtle ways of recognizing good performance. One effective way is to give recognition in public in front of the team or through appropriate internal communication tools. A simple thank you  can go a long way. A contrario, never criticize in public. It impacts not only the person concerned but all team members and leads to demotivation and disengagement. If a team member needs to improve, the feedback should be given in private.

9) Consider objective setting and performance evaluation as a collaborative task with each team member. Use the annual appraisal process to reinforce the “win-win” relationship between the manager and team member. Start by allowing each team member to evaluate his/her own performance. This reinforces the feeling of personal stewartship and demonstrates that the manager trusts the employee to evaluate his/her own performance in good faith. Always give the employee appropriate time to respond to feedback, especially when the feedback is written down and/or captured in the annual appraisal. Never confront the team member with a “fait accompli”. Avoid always jumping to conclusions and hear what the employee has to say first. If one accepts that the vast majority of employees want to perform well, one should also recognize that employees are the best placed to know how they are performing.

10) Be open and transparent as a manager. Explain your intentions clearly. In complicated, fuzzy logic organizations where responsibilities are shared, it is becoming more and more important for managers to communicate clearly their intentions so that team members can understand the “why” a course of action is being taken. Too often, some managers resort to “command and control” techniques which gets things done quickly but in the long run, are counter-productive and lead to employee disengagement. Employees can’t evaluate if a manager “walks the talk” if the manager doesn’t first “talk the talk” by explaining clearly what his/her intentions are. Furthermore, hiding information or sharing information sparingly can confuse team members and disempower them by putting them in situations where decision-making is high risk or impossible. Indeed, sharing information and involving team members in decision-making will build trust and reinforce confidence. Openness inspires openness. This doesn’t mean sharing all information with everyone but it does mean ensuring that all team members have access to the information they need, no only to do their jobs better but to avoid errors resulting from decisions taken without the relevant information.

Follow these 10 tips and you will transform you “trust tax” into a “trust dividend“. You will also go a long way to building trusting win-win relationships within your team and thereby drive better performance and higer engagement in the workplace.

View Stephen M.R. Covey for more insights on the importance of trust in driving higher performance.

The speed of trust by Stephen M.R. Covey

Curbing email rage at the office: some golden rules

February 6, 2010

Email is an important communication tool today in all organizations. However, abuse and misuse can contribute to poor performance and poor team spirit. Organizations often neglect to set simple rules and guidelines to help managers and employees communicate more effectively through emails. Managers and team members often fail to understand the negative impact bad practice can have on colleagues and subordinates in this important area. Here are some golden rules I would always promote and include in an email-users charter for all organizations:

  • Always remain calm and cool-headed. Expressing anger and frustration in writing only makes things worse and aggravates the problem (supposing there is one in the first place). Talk to the person directly if there seems to be an issue. Don’t react to an email that seems to offend because it’s only stoking the flames.
  • Always remain polite. Using insulting or derogatory terms serves no purpose. Think twice before reacting and again, putting something in writing only makes things worse and only devalues the author of the comments.
  • Always be positive. Don’t berate or criticize ideas expressed by someone in a previous mail. Again, comments made in writing have much more impact and are more enduring than anything said in haste. Be hard on the problem and not on the person. Be direct and frank by all means but do not criticize the person.
  • Keep it simple and use normal police and characters. Never put whole sentences in capital and/or bold letters to ensure your reader gets the point. THIS IS OFTEN EQUIVALENT TO SHOUTING AT SOMEONE BY EMAIL. People can read and don’t need to have the important points highlighted. Such practice also sends the message that you don’t trust them to understand the point you feel is critical.
  • Keep it short. Don’t confuse emails with internal memos. Emails should be short and to the point.
  • Don’t write if you can speak directly to the person. If the person is in the next room, note the point down and go and see the person. Direct contact is always best.
  • Limit the number of persons you copy. Putting the world and his wife on copy creates information overload. If you have to copy others, be selective and decide on who really needs to know (think RASCI if necessary for important subjects).
  • Set limits as to when to send emails: if the user has a blackberry or other means of sending mails out of office hours, he or she should wait until a civilized moment to send a mail. There is no point in sending an email at 1 am in the morning if the person won’t open it before 9 am the same day. This doesn’t give the right message to team members and invades the private sphere because it supposes that the team member receiving the message is prepared to do the same. If you have to work late, OK. But save the mail and send it at the appropriate moment. If the message is really urgent, use the phone and apologize for the disturbance.
  • Solve the problem, don’t write about it: If there is a problem, don’t hide behind emails. Step in and address the problem or speak to the person responsible. Don’t hide behind an email because the problem will remain unsolved and only get worse.
  • Use Globish : if you work for an international organization and need to communicate with team members in different countries, use simple English and avoid slang, irony and abbreviations as readers from  different cultures won’t necessarily understand the slang or abbreviations or be able to decode the subtext behind irony or understatement.

What golden rules would you promote?

Personal Success Factors: some golden rules

February 20, 2009

Work is more and more stressful and leaders have a responsibility to do all they can to reduce the impact of stress on themselves and their team members. Key is maintaining a good work/personal life balance. Also critical is the relationships a leader creates and maintains at work with team members,his/her managers and internal customers. Here are some simple golden rules and suggestions to help you get the human relationships right both on the personal and professional level. This list is not comprehensive and is open to debate.

Look after yourself
• Don’t forget your family is your number 1 customer.
• Keep in shape: keep fit!
• Don’t smoke! Keep well.
• Always take your holidays. All work and no play makes Tom a dull boy!
• Dress well! Look the part. Pay attention to your appearance.
• Practice a sport and/or a hobby regularly.
• Reinvent yourself every year: learn something new or do something new. Develop your creativity. Be a work in progress and not a finished article.
• Read and study continuously. Keep on learning.
• Laugh, enjoy yourself.

Set your course
• Accept to do the difficult job nobody else wants to do: develop your willpower and determination.
• No goal, no medal. Give yourself SMART objectives.
• Always keep within budget.
• Build your internal and external client base and take care of it.

Manage your communication
• Ban all irony, sarcasm and bitterness from internal memos, mails, communications: always be positive. Never badmouth or criticize others, no matter what!
• Always call people by their first name.
• Send hand written letters whenever possible. A personal touch is appreciated.
• Be careful of your image and appearance: smile!
• Don’t use bad language.
• Be direct: say it as it is while remaining correct.
• Never speak in anger. If angry, hold your fire.
• Never put in writing offensive or negative comments. What’s said is quickly forgotten, what’s written sticks.
• Don’t overuse emails. If you can give the message directly to the person, do so.

Manage your work
• Set aside 30 minutes a day for thinking and planning
• Note down your ideas systematically
• Isolate yourself once a month to plan ahead and organize yourself
• The idea may be imperfect, not the implementation. Execution is everything. Don’t be half-hearted. Do it well or not at all.
• Practice the 6P rule: Personal prior planning prevents poor performance!
• Insist on the company products, not on the paperwork
• Don’t try to build an empire. Focus on getting the job done.
• If it works, keep it. Don’t change for change’s sake.

Manage yourself
• Always be prepared to go the extra mile: always say yes and figure out how to deliver the expected results.
• Always keep your door open.
• Don’t bury your head in the sand: deal with problems immediately.
• Always be ready to do a favour.
• Reduce your business knowledge gap: constantly learn the business
• Do your homework and close out open tasks. Get the fundamentals right.
• Don’t panic, don’t get angry. Practice keeping calm.
• Learn to speak and write well.
• Be a lender, not a borrower: give other people credit for success
• Hard work comes before glory
• Search, correct, try again. Be creative and don’t be afraid to fail.
• Hurry up at your own pace. Decide in haste, regret at leisure!
• Stand back, observe, listen. Seek to understand before being understood.
• Collect your errors carefully and proudly. 7 times down, 8 times up! Only those who have never tried anything have never failed!
• Live the present moment to the full. Plan tomorrow, forget yesterday. I’m better than I was yesterday, not as good as I will be tomorrow!
• Keep out of power struggles.
• Refuse to join the club of the forever regretful: join the club of the forever optimistic and persevering.
• Never underestimate an opponent.
• Don’t be discouraged by those who try to kill ideas.
• Look on work with the eyes of a sales rep. Don’t forget to sell your ideas.
• Be a super sales man, whatever your role.
• Support your company fervently.
• Arrive at work 45 minutes before everyone else and leave 15 minutes later than everyone else.
• Don’t make staying late a habit.
• Don’t bring work home.
• When you travel on business, wherever you are, in a train or plane, use the time and work!
• When away from home for work and if alone, don’t waste time in the hotel restaurant. Have dinner in your hotel room and work.

Manage your boss
• Trust your manager
• Be loyal. Don’t bite the hand that feeds.
• Don’t buddy up with your boss(es). Business is business. Build a professional relationship.
• Give all the credit for success to your boss and the boss of your boss. They’ll reciprocate.
• Never surprise your boss. Always keep him/her informed.
• Never let your boss make a mistake.
• Imitate, study and take care of good bosses
• Get your boss to visit the team to thank team members regularly and personally.

Manage others
• Trust your team members.
• Recruit the best according to 3 criteria- integrity, determination, intelligence.
• Pay your employees more than their market value: Pay more and you’ll get more
• Give surprise bonuses for work well done and vary the method.
• Treat each person individually.
• Be polite and say thank you.
• 10 things to say to make people feel at ease
– please
– thanks
– Introduce a team member to your boss by “you remember Mr X…”
– you did a great job
– I appreciate the effort you made
– I keep hearing lots of good things about you
– I’m delighted to have you in the team
– I need your help
– Well done, congratulations
• Don’t spread rumours and don’t tolerate people who spread rumours
• Point the spotlight on the good idea, not on the person
• Never forget the spouses & families of your subordinates
• Teaching others means continuously studying and leading. Accept roles which allow you to train others.
• Let people know where they stand. Be clear and direct.
• Set SMART objectives and follow up regularly on progress
• Don’t use bad language and don’t tolerate bad language in others.
• Never take things personally.

Manage your network
• Get yourself recommended by senior managers in the organization.
• Keep a file “connections/relations” and update regularly.
• Every Friday: have lunch with someone outside your service.
• Build a network of allies within your organization
• Keep in touch with your network and help out when you can.

Manage your Career
• If you have a choice, always choose the best paid job
• Avoid if possible functional work, always seek operational responsibility
• Don’t wait for HR to plan your career. You are responsible for your own career development

What principles would you add or subtract from the list above?

Jeffrey Fox: The 75 laws
Stephen J. Covey: The 7 Habits of highly effective people

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