Right Attitudes

Ideas for Impact

Managing People

Making It Happen: Book Summary of Bossidy’s ‘Execution’

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It’s back-to-basics in Larry Bossidy and Ram Charan’s Execution: The Discipline of Getting Things Done (2002.) Bossidy is a retired business executive (General Electric, AlliedSignal/Honeywell,) and Charan is a distinguished business consultant.

Execution was the best-seller that defined the corporate zeitgeist in America after the dot-com meltdown and the Enron and WorldCom scandals. Catchphrases such as “execution,” “shaping the broad picture,” “straight talk,” and “robust action” became caricatures of how American companies got things done.

Here’s a distillation of the main ideas in Execution.

  • Ideas are well and good, but how thoroughly you implement them is what “determines success in today’s business world.” Companies are hindered by the gap between what the company’s leaders want to achieve and their ability to achieve it. “The real problem is that execution just doesn’t sound very sexy. It’s the stuff a leader delegates.”
  • There’s no room for fluffiness if you want to get things done. Straight talk is “live ammo.” “You need robust dialogue to surface the realities of business the kind that can leave people feeling bruised if they take it personally.”
  • The leader sets the tone and leads the change. A good motto to follow is, “Truth over harmony.” Focus on “raising the right questions, debating them, and finding realistic solutions.” Avoid discourses that are “stilted, politicized, fragmented, and butt-covering.” “Candor helps wipe out the silent lies and pocket vetoes, and it prevents the stalled initiatives and rework that drain energy.”
  • Informality is critical to candor. Formal and ceremonial conversations and presentations leave little room for debate. Too often, communication is scripted and predetermined. Informality encourages questions and is more likely to promote intuitive and critical thinking.
  • Strategic, people, and operational processes are the building blocks for execution—and they’re interrelated. “The foundation of changing behavior is linking rewards to performance and making the linkages transparent.”

Recommendation: Skim Larry Bossidy and Ram Charan’s Execution: The Discipline of Getting Things Done (2002.) Most of the book is about setting expectations, holding people accountable, and following through. There’re no instructive case studies. There’re no new magic pills. The substance is genuinely elementary, and the tone self-righteous. You don’t need a book for exhortations like “put the right person in the right job,” “know your people and your business,” “test critical assumptions,” “follow-through,” “deal with non-performers,” and “expand people’s capabilities through coaching.”

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‘I Told You So’

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Something goes wrong, and your frustration is so intense that you just can’t resist blurting out, “Told ya, I saw that coming” or even “Why didn’t you listen to me?”

The phrase “I told you so” one of the least justifiable in the language. It rarely generates a positive response, and it’s unfailingly damaging to marriages, friendships, and parents’ relationships with children.

Events and premonitions thereof make perfect sense with hindsight. Your loved one already knows that you were right, and she was wrong. Going through failure is hard enough. She doesn’t need you to pour salt on her wound.

At some point, when the dust has settled, you may say carefully, “Sweetie, this stinks. That surely did not go as intended. Perhaps we shouldn’t do that again.”

It’s never okay to do the “I told you so” spiel even if you have her best interests at heart. Keep your disappointment—or delight—to yourself.

Being right about something feels so darn good, doesn’t it? But hold your tongue on gloating. Give up that attachment to the need to be correct. Let your loved one be human—let her heal, learn, grow, and evolve.

Avoiding negativity in the supportive relationship sometimes means biting your tongue and allowing the pieces to fall where they may.

Give your loved one the positive support she needs and help her cope. If you are kind, she may be more willing to listen in the future.

Idea for Impact: In relationships, a little tact and a lot of silence go a long way.

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Don’t Be Friends with Your Boss

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Develop a cordial, constructive, and trusting relationship with your boss. But don’t extend that connection into a chummy friendship.

A boss-employee friendship comes with complications and tensions that don’t exist in other relationships. The boundaries in friendships are softer and more diffuse. In a boss-employee relationship, the boundaries are more pronounced, and rightly so.

When you’ve got a great rapport that comes with a friendship, it’s easy to start expecting to be treated a bit better than everyone else on your team. You’ll be disappointed when some special consideration—a plump assignment or a flexible vacation schedule—doesn’t come your way. Your boss will expect you to abide by the same standards and rules as everyone else.

You also have to be more vigilant about how your friendship appears to other people.

Idea for Impact: Boss first, friend second. Don’t mix the two. Sure, be friendly with your boss, but don’t expect to be treated as a friend.

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I’m Not Impressed with Your Self-Elevating Job Title

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Ben Horowitz of the venture capital firm Andreessen Horowitz discusses giving employees ego-boosting new job titles to appease them for not receiving a promotion or a pay increase:

Should your company make Vice President the top title or should you have Chief Marketing Officers, Chief Revenue Officers, Chief People Officer’s, and Chief Snack Officers? There are two schools of thought regarding this.

Marc Andreessen argues that people ask for many things from a company: salary, bonus, stock options, span of control, and titles. Of those, title is by far the cheapest, so it makes sense to give the highest titles possible… If it makes people feel better, let them feel better. Titles cost nothing. Better yet, when competing for new employees with other companies, using Andreessen’s method you can always outbid the competition in at least one dimension.

And, as a counterpoint, the pitfalls of job title inflation:

At Facebook, by contrast, Mark Zuckerberg… avoids accidentally giving new employees higher titles and positions than better performing existing employees. This boosts morale and increases fairness. Secondly, it forces all the managers of Facebook to deeply understand and internalize Facebook’s leveling system which serves the company extremely well in their own promotion and compensation processes. He also wants titles to be meaningful and reflect who has influence in the organization. As a company grows quickly, it’s important to provide organizational clarity wherever possible and that gets more difficult if there are 50 VPs and 10 Chiefs.

It’s become trendy to create and bandy about outlandish job titles and inflate career profiles.

I’m never impressed with self-elevating titles (e.g., Revenue Protection Officer for a Train Ticket Inspector, Director of First Impressions for a Receptionist) that make you sound like a pretentious, egotistical, and obnoxious person.

Your job title is supposed to help me understand what you do without having to open up the dictionary.

Yes, vague and puzzling job titles surface partly because the world is changing, and so are trades and occupations. Some new job titles are going to be needed.

But it’d be great if we could get by with a much smaller and simpler inventory of descriptive job titles.

Idea for Impact: Avoid bogus grandeur—challenge job title inflation. Don’t assign senior-sounding job titles to those with middle-ranking wages.

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Moderate Politics is the Most Sensible Way Forward

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A sharp observation on political extremism in this 1987 TV ad by comedian John Cleese for the Social Democratic Party-Liberal Party Alliance (1981–88) in the United Kingdom:

Extremism has its advantages … the biggest advantage of extremism is that it makes you feel good because it provides you with enemies. The great thing about having enemies is that you can pretend that all the badness in the whole world is in your enemies, and all the goodness in the whole world is in you. If you have a lot of anger and resentment in you anyway, and you, therefore, enjoy abusing people, then you can pretend that you’re only doing it because these enemies of yours are such very bad persons and that if it wasn’t for them, you’d actually be good-natured and courteous and rational all the time.

I don’t belong to a political party, and I don’t think I’ll ever join one. Partisan talking points irritate me no end. I’ll watch the upcoming debates, though, because I’ll find all the onstage mudslinging and the impulsive provocations very entertaining.

In politics, everyone tries to push emotional buttons. Few seem to talk about an evidence-based attitude for making decisions and allocating society’s resources where they’ll make the most impact.

Besides, the media today have made the exchange of ideas particularly charged and increasingly polarized. The only way to be heeded to in a screaming vortex is to scream louder and resort to premeditated ad hominum.

Idea for Impact: Wisdom doesn’t reside solely on one side of the center. I am partial to those moderates whose political stance often varies with the issue. Contrary to popular perception, they aren’t tuned-out or ill-informed. Instead, they’re disposed to see both sides of the complex problems, disregard the left and the right’s excessively ideological positions, and seek the middle ground.

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How to Manage Overqualified Employees

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Some employees are overeducated and overqualified—or think they are—for the jobs they are doing.

Such employees will find their roles not demanding enough to keep them occupied. They may not feel fully engaged in those tasks and responsibilities that they judge “beneath” them.

Toffee-nosed employees can create team tension. They can develop negative attitudes, such as a sense of entitlement about their skills (remember the FedEx “Even an MBA Can Do It” advert?) or resentment through boredom. That frustration and disillusion can ripple out and bring everyone else in the team down.

Here are two guidelines for managing overqualified employees:

  1. To keep overqualified employees engaged, allow more autonomy, and assign them more creative assignments. Delegate longer-term projects or have them collaborate with other teams within the company. Though, be mindful that this may create even more resentment in the team towards the perceived overqualified employees. Discuss with the team why some people have been chosen for those special assignments.
  2. Work together with the human resources staff and help the overqualified employees chart out individualized paths for climbing the corporate ladder and reach their potential. Find ways to help them acquire new skills and get exposure to other parts of the organization. Coach them to apply for roles that possibly do not yet warrant their experience and expertise. Expand their leadership capacity by assigning training and mentoring responsibilities.

Idea for Impact: Nurturing and keeping overqualified employees can create a strong foundation for tomorrow’s management team.

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How to Help an Employee Who Has Too Many Loops Open at Once

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The notion of ‘open loops’ is analogous to an internet browser with too many tabs open all together. Forcing a computer to do too much at the same time will overburden the computer’s CPU and memory. That causes lower processing speeds, even causing the browser to crash.

The same thing can happen to your employees in the workplace. Open loops add up to ongoing and unfinished mental processes—from a report that’s past due to a creative idea that has lingered on without being put into practice.

Having too many open loops restrains the time and attention employees give to specific responsibilities, stagnates performance, and breaks the team’s momentum.

Here are three ways you can help your employees handle their workload.

  • Encourage your employees to work through these open loops and close them one by one. Evoke the two-minute rule: a task shouldn’t be added to a to-do list if it can be done within two minutes.
  • Sit down with your employees, encourage them to make a list of their open loops, and prioritize the more significant open loops over the less important ones. Suggest the so-called Eisenhower Decision Matrix, named after President Dwight D. Eisenhower, who famously said, “The urgent are not important, and the important are never urgent.”
  • 'Getting Things Done' by David Allen (ISBN 0143126563) Buy them a copy of David Allen’s Getting Things Done (2001.) This best-selling time-management guidebook can show your employees how to examine all their open loops and “stuff” in the office—information, ideas, emails, projects, expectations, and even people—into a sensible, meaningful system. Once organized, your employees can relentlessly “process” and sort out all open loops to conclusion. The resulting streamlined information flow can keep employees free from persistent worrying.

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Lessons from Drucker: Manage People, Not Things

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One of Peter Drucker’s big ideas was the notion of management as a “liberal art.” In The New Realities (1950,) Drucker argued that effective managers need a wide-ranging knowledge on subjects as varied as psychology, science—even religion.

Management is a liberal art—“liberal” because it deals with the fundamentals of knowledge, self-knowledge, wisdom, and leadership; “art” because it deals with practice and application.

Lessons from Drucker: Management is a Liberal Art Management deals with people, their values, their growth and development—and this makes it a humanity. So does its concern with, and impact on, social structure and the community. Indeed… management is deeply involved in spiritual concerns—the nature of man, good and evil.

Managers draw on all the knowledge and insights of the humanities and the social sciences—on psychology and philosophy, on economics and on history, on the physical sciences and on ethics.

Idea for Impact: Management has become more about numbers and processes than about people

Manage people, not things.

A wise manager is a well-rounded one—somebody who understands and can leverage, in Drucker’s words, “the nature of man.”

Understand your employees. Understand how they think and act. Know what makes them tick—what drives them, what motivates them, what their aspirations are. Acquaint yourself to different approaches to management based on different sets of values. Individualize your management approach.

Use this understanding to create a productive work environment—that’s your foremost responsibility as a manager.

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Flattery Will Get You Nowhere

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Flattery has had a bad name since the Greeks. Over 2,000 years ago, Publilius Syrus, the Latin writer of mimes and dramatic sketches, warned, “Flattery was formerly a vice; it has now become the fashion.”

Flattery continues to be an obligatory weapon in all manner of political and personal influence. Richard Stengel’s A Brief History of Flattery (2000) lists over 200 synonyms for “to flatter” and “flattery.”

A trio of marketing professors conducted a set of experiments using a sunglasses kiosk. The sales clerks flattered customers either during the sale, after the sale, or not at all. Then, researchers asked the shoppers to evaluate the trustworthiness of the clerks.

Turns out that the customers could see through it. Flattery, whether it comes during or after the sale, reduced the customer’s perception of the clerk’s trustworthiness. Without conscious reflection, flattery made the customers distrust the salesclerks:

Our findings show that even when it was obvious the compliment didn’t serve any underlying sales motive, the participants didn’t trust what the sales agent had to say.

In a way, it’s sad that the marketplace has become so suspicious, but it seems that when someone flatters us, we get our back up even if it’s not called for. It’s the consumers’ default position to react negatively to what is perceived as an attempt to manipulate them.

Idea for Impact: Don’t try to sway anybody by unsavory flattery and ingratiation.

Flattery is an inducement that seems great initially but leaves a horrid aftertaste. People will eat up your flattery if they’re starving for affection, but undue adulation isn’t as appealing as honest, sincere appreciation.

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What’s Wrong With Giving Advice

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“It is a pleasure to give advice, humiliating to need it, normal to ignore it,” somebody once remarked.

What really happens when you offer advice is … you instinctively send a message to the other person that they don’t have the resources to solve the problem themselves.

Your advice is probably rooted in your expectations, not in the understanding of the other

The best way to give advice is to not give any advice at all but to listen attentively and emphatically.

People who relate their problems don’t really want your advice, even if they seek to sound you out about a problem.

They want you to listen to their problem, perhaps ask open-ended questions to help them think through the problem, and help them explore the options they have.

People Want You to Listen, Not to Talk

Clinical psychologist Lisa Damour notes that parents can’t help but offer direct solutions to their kids’ problems. In her insightful ‘Adolescence’column for the New York Times, Damour suggests,

Rushing in with suggestions carries the risk that it may strike our teenagers as a vote of no confidence when they are mainly seeking our reassurance that they can handle whatever life throws at them.

Instead of proposing solutions, we might bolster adolescents as they sort things out. Saying, “I’ve seen you get through things like this before” or “This is tough, but you are too” can effectively loan teenagers a bit of perspective and confidence when their own feels shaken.

Even teenagers who have already addressed a problem may still seek our reassurance. [A teenager] said she sometimes tells her parents “about a situation and what I did to solve it” in order to get validation that she made the right choice. When this happens, she says she’s “not really looking for their solution, just checking that they think I did the right thing with my limited problem-solving experience.”

Adolescents often feel vulnerable, perhaps especially so when they open up to adults about their jams and scrapes. In these moments, well-intentioned guidance can land like criticism, and lectures or “I-told-you-so”s—however warranted—may feel like outright attacks.

More often than not, offering our teenagers an ear, empathy, and encouragement gives them what they came for. If your teenager wants help solving the problem, divide the issue into categories: what can be changed and what cannot. For the first type, focus on the needs your teenager identifies and work together to brainstorm solutions. For the second type, help them come to terms with the things they cannot control.

Often People Want You to Listen—Sharing is an Act of Self-Reflection

When people open the door of their confidence, tread delicately.

Open the ear of your heart. Don’t impose your perspective, but help them find a solution that works for them.

  • To empathize, say, “You are in a tough situation,” “gee, that stinks, it totally not fair to you,” “I understand why you feel this way,” “You have every right to be offended,” or “I’m so sorry you have to face this kind of difficulty right now.”
  • To help clarify, say, “I might be wrong, but it seems to me …,” “Are you concerned that …,” or “what if ….”
  • To expand perspective, say, “This may seem like a big deal at this time, but how will you feel about this in a week? A month? A year?” or “what do you think is the worst fallout of this?”

Idea for Impact: Often, the Best Advice You Can Give is Not Providing Any At All

If pressed to offer an opinion, tease out the options they’re considering. Ask, “What do you think you ought to do?” or “What would you like to happen?”

Don’t offer a solution that pleases you more than it does the other. The best solution to a problem somebody is facing is the one that works for the other person, not you.

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