Right Attitudes

Ideas for Impact

Human Resources

Do We Have Too Many Middle Managers?

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Do We Have Too Many Middle Managers?

In Power to the Middle: Why Managers Hold the Keys to the Future of Work, HR Consultant Bill Schaninger, et al. argue that middle managers are essential to the evolving world of work.

What middle managers do is actually much more complex than what either executives or frontline workers do: They manage both up and down, and serve as translators in both directions. What kind of qualities and skills does the job require? Emotional intelligence, resilience, adaptability, technical skills, critical thinking, communication skills, being open to change, seeing the big picture, and managing both full-time and contract/gig workers. Everything they do deeply affects the work, the workforce, and the workplace.

True.

But many organizations are weighed down by too many middle managers. These layers of bureaucracy slow decisions and stifle innovation.

Why not cut the clutter? In today’s flat organizational structures, where employees are empowered to make decisions and manage projects independently, the need for numerous middle managers diminishes. Trim the fat.

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Does Money Always Motivate?

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Does Money Always Motivate? Most credible studies by psychologists and economists have indicated that money alone doesn’t accomplish much when you want to add motivation over the standard effort.

By and large, money contributes considerably to happiness as people move up from poverty. It contributes to happiness more modestly as income reaches the community’s norm. Beyond that point, money only adds a little to happiness.

People indeed welcome a raise and regret a decline. But most adapt to their change in circumstances, and the change doesn’t markedly affect their happiness over time.

This being said, ask people if they’re willing to change their job for a better one in virtually every aspect they can imagine—better environment, cooler technology, more exciting products, and broad scope for self-development—but with lower money offer, few would give in.

Idea for Impact: The money-as-a-motivator premise has some validity, but it’s not all-encompassing. For the most part, the dominant motivator for many employees is meaning—the prospect of learning and growing, engaging in stimulating work, and getting recognition for achievements.

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Bringing out the Best in People through Positive Reinforcement

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Aubrey C. Daniels’s Bringing out the Best in People: How to Apply the Astonishing Power of Positive Reinforcement (2016) stands out as one of the most practical and comprehensive handbooks I’ve encountered on effective management techniques by a behavioral psychologist.

'Bringing Out the Best in People' by Aubrey Daniels (ISBN 1259644901) Central to Daniels’s approach is a management system rooted in positive reinforcement, which he argues leads to significant and measurable outcomes in both the short and long term. He contrasts this with traditional methods of punishment and criticism, which he finds to be ineffective and counterproductive. Instead, he advocates for praise and rewards to drive lasting behavioral change and enhance productivity. Drawing on principles from behavioral psychology, the book provides actionable strategies for implementing positive reinforcement effectively, fostering an environment of appreciation and support, and unlocking individuals’ full potential. Now in its third edition, it also offers insights into organizational change and establishing fair performance standards tailored to each person.

Here are some key takeaways from the book:

  • Incentives Drive Behavior. People don’t do what you tell them; they do what gets them a reward. “Managers must understand why people behave as they do with the same depth that scientists understand gravity” and align desired behavior with organizational objectives. Don’t “find fault or place blame, but analyze why people are behaving as they are, and modify the incentives to promote the behavior you need.”
  • Value What They Value. Positive reinforcement proves to be the most effective method for motivating individuals. It extends beyond mere monetary rewards or verbal praise; it encompasses anything of value to an employee. For instance, allowing an employee to dedicate some time to working on a favorite feature can serve as a form of reinforcement.
  • Consistency Shapes Behavior. Positive reinforcement has to be an everyday affair. It is most effective when it occurs immediately, is specific, and happens frequently. (Studies indicate that children with ADD and learning disabilities can maintain focus for extended periods while playing video games that offer 85 positive reinforcements per minute.)
  • Pure Praise, No Prompts. Positive reinforcement loses its effectiveness when followed by criticism (such as in “but, you need to improve X, Y, Z”) or suggestions for improvement because it dilutes the impact of the praise and can create confusion or mixed signals for the individual receiving feedback. “Do not use the occasion for praise as an opportunity to prompt or instruct.” The popular sandwich feedback technique has many pitfalls.
  • Bringing out the Best in People through Positive Reinforcement Regular Talks = Better Performance. Plan, give feedback, and adapt weekly. Hold weekly planning and feedback sessions. Relying solely on monthly reinforcement offers only 12 chances per year to influence someone’s performance. The annual review and bonus process doesn’t give employees the chance to make adjustments when it’s most crucial.
  • Reward High Performers; Redirect Others. Managers should prioritize recognizing and reinforcing the efforts of high-performing employees rather than solely focusing on addressing issues with underperformers. When dealing with employees who are not performing well, allocate a limited amount of time to address factors such as lack of necessary skills or abilities, inherent personality traits, or deep-seated behavioral patterns. However, if despite considerable effort there is only marginal improvement, it’s best to minimize losses by suggesting that their strengths may be better utilized in a different role. Assist them in finding a position that suits them better.
  • Continuously Refreshed Goals = Fresh Motivation. After reaching a goal, individuals may lose motivation due to complacency, like students after an “A” grade. To combat this, set new goals, offer feedback, recognition, and incentives, and foster a culture of continuous improvement to sustain motivation and drive progress.
  • Coercion Kills Motivation. An authoritarian or coercive “do it or else” demand typically only prompts individuals to perform at the minimum level required because it instills fear or compliance rather than genuine motivation. When faced with threats or coercion, people often focus on avoiding punishment rather than striving for excellence. This approach stifles creativity, initiative, and intrinsic motivation, resulting in minimal effort and limited engagement.
  • Clear Targets, Unstoppable Momentum. To motivate employees, establish a transparent method for measuring achievement. This encourages self-motivation. For instance, a software programmer’s performance could be measured by the number of bugs fixed, with extra recognition for addressing severe issues, or by the volume of documentation produced.

Recommendation: Quickread Aubrey C. Daniels’s Bringing out the Best in People. The book thoroughly reinforces principles and highlights the transformative impact of recognizing and reinforcing desired behaviors, benefiting both individuals and organizations. Enhance your team management by implementing systems and structures that effectively reinforce individuals in alignment with organizational goals.

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What’s Next When You Get Snubbed for a Promotion

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What's the Plan After Being Overlooked for a Promotion? Feeling passed over for a promotion hits hard, but how you handle it makes all the difference.

Sure, you might want to unleash some frustration on your boss or resort to sticking pins in a voodoo doll resembling them.

Set a Clear Path to Reach Your Career Goals

Take a breather and allow yourself to recover from the setback, but don’t let self-pity take control. It’s normal to experience moments of low spirits, but ensure it doesn’t evolve into an ongoing cycle of self-pity.

Circle back to your boss and ask straight up, “What do I need to do for that next promotion?” Keep it simple. Collaborate on a plan. If you’re lucky, you’ll both be on the same page, paving the way for future success.

Your boss might promise to make things right, but don’t get your hopes up. Companies, especially HR, have a reputation for dropping the ball.

Get Advice from a Supportive Mentor

A supportive mentor brings valuable perspective, insight, and guidance to help navigate the situation constructively. They might suggest that perhaps you weren’t quite ready for that promotion, or maybe you pushed too hard or inadvertently rubbed someone the wrong way.

Alternatively, it could be that the right people simply haven’t noticed you yet. Building key relationships is crucial for climbing the career ladder, so investing time in nurturing those connections is essential advice your mentor might offer.

If you’re feeling stuck, it might be time to explore other options, especially if your current job isn’t aligning with your long-term career goals. But remember, jumping ship isn’t always the quick fix. Dealing with promotion issues or performance setbacks in a familiar environment can be easier than starting anew, where you have to prove yourself from scratch and navigate new dynamics.

Idea for Impact: Own Your Path to Promotion

There’s a big difference between not getting what you want and not getting what you’ve earned. When you’re aiming for something but haven’t secured it yet, it’s up to you to figure out the steps needed to make it happen.

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The Never-Ending Office vs. Remote Work Debate

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The Never-Ending Office vs. Remote Work Debate Don’t we love talking about it endlessly! The debate on the balance between office and remote work days continues, with a possible shift from the current two or three office days to four days in the office and one day working from home.

Remote work was vital for business continuity during the pandemic, but it has limitations. In-office work fosters collaboration, innovation, and spontaneous interactions that nurture a unified company culture. It also delineates work-life boundaries, improving well-being, focus, and discipline.

The question of whether more office time boosts productivity lingers. In a cohesive company culture, flexibility in office days is crucial, tailored to the unique needs of employees, culture, and clients. Rather than strict rules, workplaces need to focus on building team chemistry and accommodating diverse work styles, enhancing collaboration and talent optimization for productivity.

Idea for Impact: The office itself doesn’t possess magical productivity powers; it’s the quality of focused, distraction-free time that drives productivity.

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Employee Surveys: Perceptions Apart

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Employee Surveys: The View From The Top, And The View From The Bottom Employee engagement surveys offer a stark illustration of the disconnect between the viewpoints of lower-ranking employees and top management. The Economist notes that bosses often believe their companies are compassionate, but their subordinates tend to hold a different perspective.

A [meta study on engagement surveys] found that bosses often believe their own guff, even if their underlings do not. Bosses are eight times more likely than the average to believe that their organisation is self-governing. (The cheery folk in human resources are also much more optimistic than other employees.) Some 27% of bosses believe their employees are inspired by their firm. Alas, only 4% of employees agree. Likewise, 41% of bosses say their firm rewards performance based on values rather than merely on financial results. Only 14% of employees swallow this.

The disconnect between senior management and rank and file employees often arises from limited direct interaction, information filtering, hierarchical barriers, and differing workplace cultures. Senior leaders don’t always fully grasp the day-to-day challenges and concerns of front-line workers.

From my viewpoint, many HR professionals tend to be overly optimistic when evaluating employee engagement, which can diverge from reality. This is partly because rank-and-file employees often perceive HR as less reliable in addressing their concerns, given the belief that HR prioritizes the organization’s interests. Concerns about transparency and inconsistent policy enforcement within HR exacerbate this perception.

Idea for Impact: From the lofty heights where they preside, leaders (and HR folk) can’t make out a world from which they hide.

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Job Crafting: Let Your Employees Shape Their Roles

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Job Crafting: Let Your Employees Shape Their Roles Employees invest a quarter of their lifetime in the realm of work; therefore it becomes a moral imperative to allow some of their waking hours to be a canvas upon which they paint the strokes of purpose and significance.

Isaac Getz, professor at Paris’s ESCP Europe Business School and author of the bestselling book Freedom Inc. (2012,) asserts that granting employees autonomy can tailor their learning and development and unlock the doors to realizing their full potential: “A company is liberated when the majority of employees have complete freedom and responsibility to take any action they themselves—not their boss—see as being best for the company’s vision and purpose.”

Idea for Impact: Encourage job crafting. Within reason, allow employees to take the initiative to actively and intentionally shape the contents of their jobs to better align with their skills, interests, and motivations and make them more purposeful. It’s a key talent retention strategy.

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Why Hiring Self-Leaders is the Best Strategy

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The best leaders understand the power of self-leadership. When you have a team of self-leaders, you can step back and let them do what they do best—lead themselves.

To build a team of self-leaders, look for naturally curious, driven, and goal-oriented individuals. Seek out people who can work independently and collaborate with others when needed. These folks only need a little hand-holding, are self-motivated, and take the initiative without being told what to do.

Idea for Impact: With a team of self-leaders, you can focus on the bigger picture and trust that the day-to-day tasks are handled with care. So, consider hiring a team of self-leaders to take your organization to new heights. They’ll get things done efficiently and effectively while freeing you up to focus on what matters most.

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From the Inside Out: How Empowering Your Employees Builds Customer Loyalty

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At a time when apathy and distrust are so endemic in many organizations, some companies have nurtured employee loyalty to create customer loyalty flourish. The following case studies will substantiate the cultivation of a positive work environment that prioritizes employee recognition and support invariably results in exceptional customer service.

The Nordstrom Way: Enabling Employees to Have the Freedom and Vision to Become Self-Directing

Nordstrom’s founders created a culture that prioritized a “worshipful relationship” with its luxury department store customers and empowered employees to do everything they could to please them. The Nordstrom Handbook emphasizes outstanding customer service and encourages employees to set high personal and professional goals, expressing confidence in their abilities. The company’s Rule 1 reads: “Use good judgment in all situations. There will be no additional rules. Please feel free to ask your department manager, store manager, or division manager any question at any time.” Nordstrom’s success is a testament to empowering employees and supporting policies prioritizing exceptional customer service.

Flying the Fun Skies at Southwest Airlines: Giving Employees the Freedom to Deliver a Great Brand Experience

Southwest Airlines achieved great success early on due to its committed and motivated workforce. Founder Herb Kelleher recognized the importance of prioritizing employee satisfaction to create a culture of caring for one another and providing excellent customer service. Kelleher famously said, “The business of business is people—yesterday, today, and forever. If the employees aren’t satisfied, they won’t provide the product we need.”

To create a positive work environment, Southwest Airlines encouraged fun among its employees, setting it apart from other airlines that were considered dull and unappealing. Celebrating employees and their families is deeply ingrained in Southwest Airlines’ culture, and it is evident in the prominent display of pictures capturing these special moments throughout their office spaces. This people-centric culture helped the company attract and retain talented workers passionate about their jobs and provide top-notch customer service, which made flying with the airline a fun experience. Despite the potential cost savings, Kelleher remained committed to celebrating employees with parties, banquets, gifts, birthday cards, and outings, citing the value of having the fewest customer complaints in the industry.

Beyond the Call of Duty: Ladies and Gentlemen Serving Ladies and Gentlemen at Ritz-Carlton

The Ritz Carlton is renowned for its exceptional customer service, with the empowerment of employees being a critical factor in their approach. The company’s philosophy of “Ladies and Gentlemen Taking Care of Ladies and Gentlemen” highlights the importance of treating customers and employees with respect and dignity. Regardless of their rank and title, employees can spend up to $2,000 per day per guest without seeking supervisor approval to solve problems and deliver personalized and unforgettable guest experiences. This approach may seem costly, but it empowers employees to use their judgment to create memorable and personal experiences for guests. One of my friends enjoyed staying at a Ritz-Carlton hotel a few months ago, where he ordered a burger and a milkshake. Unfortunately, the hotel did not offer milkshakes, so he settled for a glass of water. However, to his amazement, the waitress surprised him with a milkshake to accompany his burger. She went the extra mile without being prompted by scouring the kitchen for milk, ice cream, and cold milk to create the shake.

Idea for Impact: Empowering Employees is a Strategic Approach That Yields Significant Benefits

Empowering employees goes beyond providing the necessary tools and training; it fosters a culture of trust, autonomy, and ownership.

How you treat your employees directly impacts how they treat your customers. When you prioritize making your staff feel appreciated and supported, they are more likely to provide exceptional customer service. A positive work environment can foster innovation and creativity within your organization while attracting and retaining top talent.

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Treat Employees Like Volunteers

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Treat your employees as volunteers—as if they’re free to leave at any time. Volunteers want to connect to a mission. They want to make an impact by investing their time and energy because they want to, not because they need to. Moreover, unlike employees, volunteers aren’t constrained by the command-and-control structure.

You’ll pay greater attention to the non-monetary needs of your employees, and you’ll better align your goals and their goals. You’ll be more intentional, preferring transformational motivation, not transactional motivation.

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