Managing People

Leaders Need to Be Strong and Avoid Instilling Fear

July 14, 2020 By Nagesh Belludi Leave a Comment

Fear is many a leader’s dirty little secret. He can use it when he’s either unwilling or unable to persuade his team to work together to achieve a specific goal.

Sure, fear gets results. However, it does so at a great cost.

Fear can be enormously helpful for spurring change, particularly during periods of acute threat. But fear can backfire under certain circumstances, especially when creativity is necessary. Using fear and intimidation as a motivator only shuts down people’s brains.

Leaders Need to Be Strong and Avoid Instilling Fear People don’t always think and act rationally when they’re afraid. Fear and anxiety make it more difficult to have their energy and enthusiasm to keep going.

A leader needs to be strong without instilling fear. Often all a leader can do to motivate people is to foster a workplace wherein people feel safe bringing themselves to work.

People can contribute, be creative, and be motivated internally. There’s no need to watch them like a hawk, micromanage excessively, track every move they make, question every decision, or enact rules that make people feel constrained and under surveillance.

Idea for Impact: Steer clear of a tyrannical management style. Use feedback and coaching to be considerate and encouraging whenever you can be, and tough when you must be.

Good Boss in a Bad Company or Bad Boss in a Good Company?

July 9, 2020 By Nagesh Belludi Leave a Comment

Who would you work for: a good boss in a mediocre company or a bad boss in a good company?

Without a doubt, your boss matters more than you realize. Having a good boss is one of work-life’s greatest experiences. A good boss can make work fun and meaningful and enriching.

Alas, the system of finding jobs is designed to let bosses pick employees, not the other way. You can’t expect to work at all times under a good boss.

Neither will you always have a chance to choose your boss (or your subordinates for that matter.) You’ll need to learn to get along with all sorts of people.

The Surprising Benefits of a Bad Boss

There’re quite a few reasons you’ll be better off for having endured a boss who’s insensitive, moody, manipulative, bad-tempered, or just plain incompetent.

If the boss is very good at doing something that you aspire to become good at, it worth your while to learn from a master in action. Vogue editor-in-chief Anna Wintour, portrayed brilliantly by actress Meryl Streep in the movie The Devil Wears Prada (2006,) may be a terrible pain to work for, but she knows more about the fashion business than just about anybody else. Working as her assistant is a priceless experience, not to mention the exposure to some of the most influential people in the world of fashion.
If you have your antennae up, you can learn a lot about good management by working under a bad manager.
A stint at a company with an excellent reputation will give you a precious career credential down the road.

A Bad Boss Doesn’t Last Forever

All bosses—good and bad—will leave in due course. They’ll move up, out, or sideways. Organizational changes are widespread in good companies, and personnel departments tend to identify bad bosses and move them around.

Most companies make it easy to move between teams and groups. You can network your way into a fresh opportunity—perhaps with a better boss—within the company.

Think in terms of short-term pains and long-term gains. For the time being, working for a bad boss can a nightmare even in a good company. But in the long-term, until you or your boss can move on, you’ll have to make the best of the learning and networking opportunities.

You Can’t Always Pick Your Own Boss

Be mindful of the organization’s perception of you—do not allow your rocky relationship with your boss to typecast you as a “can’t-get-along.”

One of the best things about working in good companies is networking and becoming known to the people who matter. You can seek doors to new worlds, look for mentors who can guide your career’s progress, and scout job opportunities in other departments. Managers tend to fill up many internal job openings with candidates they have in mind already.

Why Your Employees Don’t Trust You—and What to Do About it

June 25, 2020 By Nagesh Belludi Leave a Comment

If you have trouble getting employees to trust you, perhaps one—or more—of the following reasons are to blame:

You don’t model what you say.
You make promises you can’t keep.
You guard and selectively disclose information.
You don’t allow your employees to exercise their judgment.
You ask for input from your employees and ignore them.
You seek to monitor everything—including time spent on social media.
You tend to shift the blame.
You avoid giving credit where credit is due.
You ignore workplace concerns and problems until they become more significant problems.
You have double standards (employees tend to be especially very alert to this.)

Why Your Employees Don't Trust You---and What to Do About it Management scholars have suggested that trustworthiness entails three attributes: competence to perform tasks reliably (your ability,) having benign intentions (your benevolence,) and acting consistently with sound ethical principles such as fairmindedness, sincerity, and honesty (your integrity.) If you can exhibit these three attributes credibly and dependably, all will trust you. Get any of these three attributes wrong, and your standing will suffer.

Here are a few actions you can take to rebuild trust within your organization:

Communicate openly. Listen. Value everyone’s opinions equally. Involve employees in decision-making. Be as transparent as possible.
Empower employees. Encourage them to use their best judgment to identify and solve problems. Don’t be unnecessarily rigid with enforcing rules.
Make everyone accountable. Take responsibility. Invite and listen to feedback. Communicate expectations. Invest in commitments.

Idea for Impact: Trust is reshaped—strengthened or undermined—in every encounter

If your employees don’t trust you, then they won’t do what you need them to, and they won’t stick around long.

Trust is a consequence of your actions, not merely an intention or message. Trust is truly behavioral; it is complicated and fragile. Trust must be hard-fought, hard-earned, and hard-won every day, through actions, not words.

How Can You Contribute?

June 22, 2020 By Nagesh Belludi Leave a Comment

The celebrated management guru Peter Drucker urged folks to replace the pursuit of success with the pursuit of contribution. To him, the existential question was not, “How can I achieve what’s been asked of me?” but “What can I contribute?”

Drucker wrote in his bestselling The Effective Executive (1967; my summary,)

The great majority of executives tend to focus downward. They are occupied with efforts rather than with results. They worry over what the organization and their superiors “owe” them and should do for them. And they are conscious above all of the authority they “should have.” As a result, they render themselves ineffectual. The effective executive focuses on contribution. He looks up from his work and outward toward goals. He asks: “What can I contribute that will significantly affect the performance and the results of the institution I serve?” His stress is on responsibility.

The focus on contribution is the key to effectiveness: in a person’s own work—its content, its level, its standards, and its impacts; in his relations with others—his superiors, his associates, his subordinates; in his use of the tools of the executive such as meetings or reports. The focus on contribution turns the executive’s attention away from his own specialty, his own narrow skills, his own department, and toward the performance of the whole. It turns his attention to the outside, the only place where there are results.

Peter Drucker: Focus on Contribution - How Can You Contribute? Pursuing contribution versus—or as well as—success pivots you away from self-focus and helps engage in meaningful relationships with your employees, peers, and managers.

In his celebrated article on “Managing Oneself” in the January 2005 issue of Harvard Business Review, Drucker clarified,

Throughout history, the great majority of people never had to ask the question, What should I contribute? They were told what to contribute, and their tasks were dictated either by the work itself—as it was for the peasant or artisan—or by a master or a mistress—as it was for domestic servants.

There is no return to the old answer of doing what you are told or assigned to do. Knowledge workers in particular have to learn to ask a question that has not been asked before: What should my contribution be? To answer it, they must address three distinct elements: What does the situation require? Given my strengths, my way of performing, and my values, how can I make the greatest contribution to what needs to be done? And finally, What results have to be achieved to make a difference?

Idea for Impact: Take Responsibility for Your Contribution

Focusing on contribution instead of efforts is empowering because it compels you to think through the results you need to deliver to make a difference and identify new skills to develop. “People in general, and knowledge workers in particular, grow according to the demands they make on themselves,” as Drucker remarked in The Effective Executive.

The High Cost of Winning a Small Argument

May 14, 2020 By Nagesh Belludi Leave a Comment

Winning a conflict with a colleague over who’s right may feel good at the moment. But you could lose a future battle when you may need her cooperation and support the most.

Insisting upon being right when disagreeing with your boss could be dearer.

It’s futile to win any argument by overpowering or silencing the other person. Even causal denigration and occasional microaggressions can eventually lead to feelings of alienation and anger.

The High Cost of Winning a Small Argument Conflicts sometimes evolve quickly from simple disagreements into high-stakes battles. So, before it’s too late, consider if taking a step back is wiser. Take the initiative and concede a point—even if you may end up losing the argument.

Seeking small glory now may only spoil your chance of bigger success in the future. Focus on the outcome—often, it’s the result that matters, not your role in it.

Idea for Impact: When you think you can nail someone with a winning argument, take a deep breath, and check if you could control your ego and back down. You may actually lose something small, but avoid losing something bigger.

When One Person is More Interested in a Relationship

May 9, 2020 By Nagesh Belludi Leave a Comment

The American sociologist Willard Waller coined the term “Principle of Least Interest” to describe how differences of commitment in a relationship can have a major effect on the relationship’s dynamics.

In The Family: A Dynamic Interpretation (1938,) Waller noted that, in any relationship (romantic, familial, business, buyer-seller, and so on) where one partner is far more emotionally invested than the other, the less-involved partner has more power in the relationship. In a one-sided romantic relationship, for example, the partner who loves less has more power.

Principle of Least Interest - One Person More Interested in a Relationship Moreover, appearing indifferent or uninterested is a common way by which people try to raise their own standing in a relationship. Recall the well-known “walk away” negotiation tactic—tell a used car salesman, “this just isn’t the deal that I’m looking for,” and he may call you the next day with a better offer.

An imbalanced relationship can only last for a while.

A nourishing relationship shouldn’t involve a constant struggle for power.

Idea for Impact: Watch out for relationships where the other seems to care less about the relationship than you do. Such relationships can drain you dry.

How Ritz-Carlton Goes the Extra Mile // Book Summary of ‘The New Gold Standard’

April 13, 2020 By Nagesh Belludi Leave a Comment

Psychologist Joseph Michelli’s The New Gold Standard (2008) describes how luxury hotel chain Ritz-Carlton has programmed its organization to foster customer-centric behavior in employees at all levels.

Ritz-Carlton’s clearly-defined and well-implemented cultural principles, called “Gold Standards,” enable the company’s employees to deliver the exceptional service that its refined customers have come to expect. Ritz-Carlton’s brand recognition is so deep-rooted that such phrases as “ritzy” and “putting on the ritz” have become part of the lexicon.

Values First

Ritz-Carlton propagates its customer-centricity goals by making a compact trifold “Credo Card” part of each employee’s uniform. These cards describe the “ultimate guest experience,” and they are shared with guests eagerly. Michelli writes, “Ultimately the value of the Credo or any other core cultural roadmap is the opportunity it affords those inside the business to realize how the ideal customer and staff experience looks and feels.”

Ritz-Carlton Gold Standards Credo Card - Customer Service Service Principle #10 of Gold Standards states, “When a guest has a problem or needs something special, you should break away from your regular duties to address and resolve the issue.” Irrespective of rank and title, every employee can spend as much as $2,000 per day per guest without a supervisor’s approval to solve a guest’s problem. This distinctive policy not only permits the employees to fulfill their guests’spoken and implied needs but also empowers employees to use their best judgment to create memorable and personal experiences for guests.

While some might think that this type of empowerment is both ill advised and financially irresponsible, leadership at Ritz-Carlton has determined the trust they place in employees is well founded. Rather than being extravagant with the resources entrusted to them, the employees tend to be very cautious … the advantage of the $2,000 staff empowerment is that the employees don’t have to delay a service response by taking it up to the next level in the organization, and they can take the initiative to enhance guest experiences.

Ritz-Carlton Gold Standards of Customer Service

Empowerment through Trust

Guided by co-founder Horst Schulze’s oft-cited business principle, “Ladies and gentlemen serving ladies and gentlemen,” Ritz-Carlton selects, trains, and cultivates a dedicated workforce of outstanding professionals who are just as deserving of respect as Ritz-Carlton’s upscale guests.

Ritz-Carlton’s customer-centric principles and culture inform its hiring and training processes and preside over the rewards and promotion systems. Managers use every opportunity to go over the company’s values and remind everybody to polish up on caring for guests. For example, at the start of each shift, everyone—from laundry staff to executives—participates in a 15-minute “lineup” to talk about the nitty-gritty of the Gold Standards.

Michelli observes, “When it comes to the Gold Standards, Ritz-Carlton leaders and frontline staff alike can appear, from an outsider’s perspective, to be teetering toward the fanatical.” No wonder, then, that Ritz-Carlton has become a paradigm for the highest level of sustainable customer experience. In the year 2000, the company launched the Ritz-Carlton Leadership Center to offer courses and to consult for anyone interested in its cult of customer service. In 2001, when Steve Jobs and Ron Johnson were preparing to launch Apple Stores, they sent executives to Ritz-Carlton’s leadership program to learn about offering the best customer experience. Apple’s notion of anticipatory customer service and the concept of Genius Bars originated from Ritz-Carlton.

Delivering Wow!

During the “lineup” meetings, Ritz-Carlton managers and leaders also reinforce the customer-service principles by sharing “Wow!” stories of delighting guests. The internal communication department collects such stories each week and publishes them in the in-house newsletters. “Positive storytelling. The ability to capture, share, and inspire through tangible examples of what it means to live the Credo and core corporate values.”

The New Gold Standard includes many anecdotes from hotel guests, employees, managers, and executives to explain how Ritz-Carlton has “going above and beyond the call of duty” embodied in its culture.

A breakfast waiter scurried to a neighborhood grocery store to buy a guest’s preferred grape jelly when the dining room did not have it on hand.
At the Ritz-Carlton Dubai, a manager and a staff carpenter built a temporary access ramp made of wood boards to allow a guest and his wheelchair-bound wife to access the sandy beach, dine by the ocean, and watch the sun go down.
When a guest called the Ritz-Carlton Naples to notify that she had run out of gas, a doorman filled up a few five-gallon gasoline containers and drove 40 miles to help out the stranded woman and her children.
During Hurricane Katrina, employees of the Ritz-Carlton New Orleans pushed laundry carts loaded with luggage and guests through flooded streets to get them to safe locations.

Ritz-Carlton Leadership Center $2000 Empowerment Lest the reader dismisses these as cherry-picked examples of “overdoing it” in Michelli’s laudatory narrative, these cases in point are demonstrative of the Ritz-Carlton DNA. The employees feel thoroughly invested in and trusted by their employers. And Ritz-Carlton recognizes that customer loyalty is dependent upon the frontline employees who administer such sophisticated service daily.

Idea for Impact: Foster a foundation of customer-centricity

Speed-read Joseph Michelli’s The New Gold Standard. It offers ample insights into establishing your own gold standards for achieving excellence in customer service.

Create a customer-centric culture that identifies, nurtures, and reinforces service-excellence as a primary guiding principle. “Leadership often involves fostering the environment in which everyday creativity emerges in response to the needs of specific customer groups.”
Foster a culture where employees take up personal accountability for resolving customers’ problems.
Train employees to anticipate and fulfill the unmet—even unstated—needs of customers.
Reiterate that providing a ‘wow!’ experience should be each employee’s goal during every interaction with a customer.

Let’s Not Talk About Trump

March 9, 2020 By Nagesh Belludi Leave a Comment

If you feel like you’ve been overdosing on news and conversations related to politics and Trump, much to the exclusion of other meaningful subjects, try the “No Trump Rule” evoked by essayist Joseph Epstein in the Wall Street Journal:

Every Friday I meet for lunch with three or four friends from high school days. I instituted at these lunches what I called the No Trump Rule: ‘No’ not in the sense of being against Trump’s politics but against talking about him at all, for doing so seems to get everyone worked up unduly. The rule, I have to report, has been broken more than the Ten Commandments. No one, apparently, can stop talking about our president. The Trump talk quickly uses up most of the oxygen in any room where it arises, and can bring an argument to the shouting stage more quickly than a divorce settlement.

Look, I understand that everybody has been amped up to eleven since Trump emerged as the Republican Party’s nominee in May 2016, but some of us don’t want to talk about him—or politics.

I, for one, don’t think it’s a good idea for so much of our news, talk shows, and social media feeds to be devoted to a single subject for this long. Yes, Trump is a polarizing figure, and our country is so divided. But we don’t need to let him, and the anger he provokes, besiege every moment of our lives.

Awareness and activism are vital to civic duty, but hatred isn’t meaningful activism

I’m happy to listen to everybody’s opinions, but I’m fatigued by the extent to which politics dominates present-day exchanges. Ordinary conversations about routine topics tend to degenerate quickly with any evocation of the current state of affairs. Even banter about the weather (“the last refuge of the unimaginative” per Oscar Wilde) can quickly spiral into climate change, the environment, fossil fuels, oil, Russia, Putin, and so on.

More than anything else, I can’t bear the way most people currently think about politics—in particular, how ill-informed they tend to be. I am dismayed at people’s shallow understanding of the significant issues of the day—immigration, trade, nationalism, economic inequality, healthcare, etc. The stakes are high, and, given the depth of people’s political convictions, their anger is understandable. Nevertheless, the propensity to lash out against those with different views and dehumanize them is deplorable.

I will talk about politics with people who aren’t as much interested in winning an argument and convincing opposing people of the wrongness of their positions as they are about understanding more fully why others hold a particular conviction.

Our values, not politicians, should mold the policies and positions we support

Sarah Stewart Holland and Beth Silvers’ commendable I Think You’re Wrong (But I’m Listening): A Guide to Grace-Filled Political Conversations (2019) proposes a framework for having productive political discussions with those you love and yet disagree with.

Somewhere along the way we stopped disagreeing with each other and started hating each other. We are enemies, and our side is engaged in an existential battle for the very soul of the country. We are no longer working toward common goals. We are no longer building something together. Our sole objective is tearing the other side down. Nothing short of total victory is acceptable.

…

The reality is that we never stopped talking politics altogether—we stopped talking politics with people who disagree with us. We changed “you shouldn’t talk about politics” to “you should talk only to people who reinforce your worldview.” Instead of giving ourselves the opportunity to be molded and informed and tested by others’ opinions, we allowed our opinions and our hearts to harden.

The authors, hosts of a popular discussion-podcast, invite readers “to hear each other’s thoughts, to test our own beliefs against each other’s philosophies, and to better appreciate our own core beliefs by having to articulate and challenge those beliefs.” They emphasize an earnest curiosity for the counterargument and the open-mindedness to leave room for nuance:

Engaging with other people is never easy, but it always will be worth it. Engaging with other people about politics is no different. Let yourself take that chance. Let yourself rise to the challenge. Your ability to stretch and grow will surprise you, and so will the people around you. Once people see you as a person willing to have thoughtful, curious, calm discussions, you will have all kinds of interesting conversations that seemed impossible a year ago.

Postscript: Things are far more awkward in the workplace. Politics has always been a sensitive topic—but in today’s contentious climate, such conversations can rapidly escalate into arguments.

The Poolguard Phenomenon

February 24, 2020 By Nagesh Belludi Leave a Comment

Even Petty Power Corrupts

Ever wondered why some people in a position of power, but without the concomitant rank or status, tend to exert their power unreasonably?

People in menial jobs can have, within their petty fiefdoms, the ability to inconvenience people. Rub a TSA agent the wrong way, for example, and you could be signaled for expanded screening. Summer-time poolguards can be seen checking excessively over kids and parents who show no deference to the poolguards’ authority. At bureaucratic offices, clerks and stern supervisors sometimes impose petty rules that must be followed for the sake of the rules—and nobody likes dealing with them!

The power tripper’s fragile ego hinges on exerting his/her power.

Power Increases People’s Sense of Entitlement

The Poolguard Phenomenon: Even Petty Power Corrupts This anecdotal fact seems to be substantiated by this study, titled “The Destructive Nature of Power Without Status.” The researchers make a case that neither power nor low status independently provokes people to mistreat others. Rather, the combination of these two facets of social interaction makes abuse that much more likely.

We predicted that when people have a role that gives them power but lacks status—and the respect that comes with that status—then it can lead to demeaning behaviors. Put simply, it feels bad to be in a low-status position and the power that goes with that role gives them a way to take action on those negative feelings.

One way to prevent such power dynamics is to find ways to make all individuals feel respected and valued irrespective of the status of their roles. “Respect assuages negative feelings about their low-status roles and leads them to treat others positively.” Courtesy pays!

Notes

Some people will despise anyone they suspect is exerting power over them.
Compare to the 1971 Stanford Prison Experiment, in which a group of students was appointed either prisoners or guards in a mocked-up prison. Although all the participants understood they were part of a simulation, the “guards” treated the “prisoners” in extremely humiliating ways because, per the researchers, the guards recognized that they lacked respect and admiration in the eyes of others. (This controversial experiment was the subject of a 2015 docudrama.)
Compare to the concept of the Napoleon Complex, through which, shorter men could overcompensate for their height by means of social aggressiveness. (Napoleon wasn’t short.)
Cf. The “Waiter Rule” states that how you treat seemingly insignificant people says a lot about your personality and priorities.

Great Leaders Focus on the WHY and the WHAT—Not the How

January 30, 2020 By Nagesh Belludi Leave a Comment

Great Leaders Focus on the WHY and the WHAT---Not the How

The most effective leaders provide their employees with a heartfelt portrayal of the WHY, a precise description of the WHAT, and freedom on the HOW.

The WHY encompasses a vision in a way that matters to people. As Howard Schultz, the Starbucks tycoon once said, “People want to be part of something larger than themselves. They want to be part of something they’re really proud of, that they’ll fight for, sacrifice for, that they trust.”

The British-American organizational consultant Simon Sinek’s passable Start with Why: How Great Leaders Inspire Everyone to Take Action (2009; a good summary) identifies the difference between “giving direction and giving directions.” Great leaders, he explains, motivate with the WHY, a deep-rooted purpose, before defining the WHAT, the product or service, or the HOW, the process.

The latter, the HOW, is to be deprioritized—effective leaders leave it to their employees to figure out.

In contrast, ineffective leaders provide specificity around HOW to complete a task but fail to share the big picture, the WHY.

Don’t live in the weeds. Have faith in the ingenuity of your employees. Give much latitude in how they do things.

Idea for Impact: Define the job. Explain the responsibility. Equip your people with the tools and skills they’ll need. Establish expectations. Identify the standards. That’s the essence of delegation.

Managing People

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A Bad Boss Doesn’t Last Forever

You Can’t Always Pick Your Own Boss

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Idea for Impact: Trust is reshaped—strengthened or undermined—in every encounter

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Idea for Impact: Take Responsibility for Your Contribution

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Values First

Empowerment through Trust

Delivering Wow!

Idea for Impact: Foster a foundation of customer-centricity

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Awareness and activism are vital to civic duty, but hatred isn’t meaningful activism

Our values, not politicians, should mold the policies and positions we support

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Even Petty Power Corrupts

Power Increases People’s Sense of Entitlement

Notes

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