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Performance Booster And The Art Of Managing Talent

Melody Tomlinson and Diane Collier from the Performance Booster Programme on how to create better managers who grow your revenue, increase your profits and maximise efficiencies.

Nadine Todd

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Melody-Tomlinson

How important is communication in the workplace?

Very important. Communication in general is a real concern in the workplace, mainly because many employees perceive that their managers don’t listen to them. We’ve found that when problems arise, only 10% of them are due to an actual issue.

The other 90% are a result of the way things are addressed, and what people hear and feel rather than what’s actually happening.

Managers who learn to communicate well become highly effective leaders with high performing teams because their people know what’s expected of them and feel their needs are addressed.

As a result of these improved relations, they focus more on the work and getting things done, and less on perceived issues.

We-recommend-tickWe recommend: Successful SA Entreps Share Their Most Valuable Business Advice Ever Received

How does poor communication play out in the work environment?

A daily example is when accusations are made before checking facts, resulting in very reactive behaviour.

Another is the generation gap and how this shows up, particularly in the way Gen X and Y Millennials communicate via email and converse in short ‘text’ language.

This is particularly problematic when we see younger managers interacting with their older colleagues. Other factors impacting good quality communication include stress from fear of job security, tightening legislation and economic and social complexities.

These are just some of the factors that contribute to the disconnect in communication. It’s no wonder workplaces have the potential to become toxic unless proactively managed.

How do managers affect revenue growth?

Managers should be setting goals and ensuring there’s alignment between the company’s strategy and the tasks that teams are engaged in.

Managers who are drawn into task-type work instead of managing people are not effectively managing revenue growth.We refer to this as transformational versus transactional work.

Transactional tasks are all about the details of doing things right. Transformational tasks are about leadership and doing the right things. Like most things in business, this should follow the 80/20 principle: 80% of what a manager does should be transformational, and 20% transactional. Unfortunately, the opposite is often true.

A focus on transformational activities requires a manager who has excellent delegation skills. It also requires staff to do the transactional work, and clarity in terms of what’s expected of them. Murkiness filters from the top down.

Is the manager clear on what their leadership requires? If they aren’t, they can’t prioritise for their own teams.

Is there such a thing as working too hard?

Performance-Booster

Definitely. No one can be on 24/7, and the trouble today is that with Internet access and smart devices, we’re all reachable anywhere, receiving a constant stream of information we feel compelled to reply to.

Leaders tend to want more and more, but good managers should encourage their teams to take time off to recharge, and to encourage daily down time by making a habit of going offline.

There’s also a multitude of studies proving that being ‘always-on’ negatively impacts your ability to be effective and that downtime leads to higher productivity.

How can teams use their time more effectively?

As a manager, start by understanding that many people have a ‘monkey on their back’ or an issue that is causing them stress.

You’re the manager, so naturally they’ll come to you. It’s not your role to simply solve the problem for them, particularly if you can see the solution.

Instead, take care to train and empower your team so that they don’t need you to make every decision for them. As a manager, you tie a noose around your neck by creating co-dependency.

Managers who have a fear of letting go or difficulty trusting others will also buy into the idea of being ‘on’ 24/7. It’s a poor management style – it doesn’t work, and it generally leads to a high staff turnover.

Dealing with people and creating trust is all about personal boundaries. Start by discussing issues openly. For example, if you think it’s okay to contact your team at 11pm, they’ll think it’s okay with each other too, and before you know it, no one has boundaries, everyone feels burnt out and not in control of their time or lives and productivity plummets, despite 50+ hour work weeks. What example, and ultimately what culture, are you as the manager creating?

We-recommend-tickWe recommend: 10 SA Entrepreneurs Who Built Their Businesses From Nothing

Are there any in-office tricks that help with productivity?

One of the best productivity tips is to zone your time. Focus exclusively on specific outcomes and don’t allow yourself to be distracted by tasks that appear urgent, but aren’t a priority.

We advise setting up automated email responses that outline specific times when you answer emails. This way no one thinks you’re ignoring them, and they know when they can expect a reply.

It’s important for this to become a company policy though, as it can create internal conflict if one department is expecting an answer to an urgent email and feels they are being ‘ignored’.

The world won’t end if an email remains unanswered for two hours – it just means everyone has to plan ahead and be proactive about their time, rather than reactive. With this one simple system, productivity should skyrocket.

Should leaders adapt their style to the situation?

We’re strong supporters of Ken Blanchard’s Situational Leadership model (see sidebar), which does advise matching leadership style to the situation at hand. However, while different situations require a different response, such as taking control, or teaching and coaching, ultimately the most successful organisations encourage senior managers, middle managers and all employees to feel empowered.

To achieve this, you need to develop an organisation with a listening culture, and accountability structures.

A place that builds relationships and people with respectful boundaries, where staff are heard and acknowledged. The best thing you can do is make someone feel valuable: Hear them and allow them to exercise what they’ve brought to the table.

Can you give an example of where this goes wrong?

Something we often see in corporate situations is a manager who presents an idea that a team member came up with to the board, and then takes credit for it.

It’s a very short-sighted form of leadership, because while the manager might temporarily look good, the person who had the idea in the first place becomes discouraged and disengaged, which ultimately affects the overall creativity and productivity of the team.

Great ideas shouldn’t be conceived in isolation. They should be nurtured and developed and this can only happen in an environment of collaboration and trust.

A manager who takes credit for ideas that weren’t theirs does the exact opposite. Grow transparency around ideas so that everyone knows where they originated, and also feels comfortable adding to them.

The best cultures are built around ‘we’ thinking. They reward managers whose teams excel, instead of managers who shine independently of their teams. It’s important to get the whole team involved.

Is there a larger cultural issue at hand?

Trust, ego and a sense of autonomy can cause real stumbling blocks in organisations. Do you reward individuals or team success? Remember that what you reward is what you’ll get.

It’s a simple truth that most ideas aren’t highly sophisticated – the greatest strategies tend to centre on simple ideas of motivation and recognition, so encourage idea sharing and idea building within your team. Your people are your most valuable resource and so it’s important to find creative ways to tap into this.

Do all employees contribute to the bottom line?

Absolutely, and this is one of the single biggest mindset shifts an organisation can make. Imagine what would happen if the cleaner never came to work. Rubbish overflowing, dirty restrooms, no services for maintenance and client visits.

Once you understand the value that the cleaner adds to the organisation, you’ll start valuing everyone’s contributions to the overall whole. Encourage your managers to not only understand their own value, but encourage this thinking in their teams as well.

How important is it for teams to connect to corporate goals?

It’s incredibly important, but it’s also a double-sided issue. On the one hand, the organisation and its management are responsible for sharing the company’s goals.

You can’t expect everyone to connect to the company’s vision if they don’t fully understand what it is and how the goals contribute to attaining this.

Properly understanding and then connecting to the organisation’s goals is the difference between reactive and proactive employees, and dependant and co-dependant thinkers.

There’s a certain amount of responsibility for the employee as well. Employees need to know how they are adding value, and what the company is paying them for it. As the manager, encourage the team to find their motivators, their ‘why’ and to take ownership of their role in the organisation.

Too often we see a victim mentality where individuals see situations as happening to them, instead of how they can impact the world around them and their success within it. It’s all about an internal locus of control.

Encourage your team to engage with their own positions – make them a part of the solution. Ask them how they add value to the company, and expect an answer – get them to think about it.

A great way to foster engagement is by asking pertinent questions: What can contribute to this day? What will this day contribute to me?

We-recommend-tickWe recommend: Surprising Things 5 Entrepreneurs Do in Their Lunch Breaks

Should organisations expect everyone to buy into their value systems?

Organisations need to look for value alignment. If an individual’s values are met (the ‘what’s in it for me’ factor), then by default they will buy into the business’s values. However, for this to work, each team member needs to be able to identify their own values, and evaluate how the company is helping them to achieve those values.

We only ever do things that serve us. Don’t expect buy-in on an organisational level if you don’t tap into that.

On the flip side, there will be some individuals whose values do not (and never will) align with those of the organisation. The situation won’t change, so it’s better for all parties involved if those employees move on.

In our courses, we run everything with full teams, and inevitably someone leaves after the course is complete. Invariably, the energy of the whole team and even the office changes for the better.

The organisation wins by rather utilising resources and energy on people who add value to the company as a whole.

Nadine Todd is the Managing Editor of Entrepreneur Magazine, the How-To guide for growing businesses. Find her on Google+.

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Leading

Why Fight Or Flight Mode Can Break Your Business

Truly successful business owners are masters of their own emotions though. Because when you aren’t, things will quickly start to derail.

Yoke van Dam

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fight-or-flight

Have you ever been in a situation where a client started shouting at the staff? It could have been at a restaurant, at a car dealership or even at a doctor’s office. When people ‘lose’ it in the real world, we label them as unprofessional. We are less willing to do business with them, work for them, or invest in their business.

When your buttons get pushed for too long, it might trigger you to start fighting. The moment we feel ‘attacked’ most people tend to go into ‘Fight or Flight mode’. The Amygdala (Reptilian) brain has been accessed, and the resulting behaviour is actually beyond their control. What’s scary about this place is that you feel in the same amount of danger as someone who is about to be attacked by a predator.

This is incredibly dangerous territory for your business to be in. This is the place where staff resign, contracts get cancelled, and money gets lost.

Maya Angelou explained it well: “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

How you make them feel will impact your staff’s customer service, their productivity and ultimately your bottom line.

As a business owner and leader ask yourself the following questions:

  • Are you congruent? Is what you say, do and feel aligned? Can your staff trust you and do your actions speak for themselves?
  • Do you understand your own trigger points, and can you calm yourself down?
  • Do you pick up on the moods in the office?
  • How clearly do you communicate your ideas?
  • How do you handle conflict?
  • Does your staff feel safe in your company? Or do they know you will throw them under the bus when something goes wrong?

Related: 22 Qualities That Make A Great Leader

Simon Sinek says that a successful leader’s number one goal must be to make their staff feel safe.

It’s time to increase your EQ

EQ, or emotional intelligence, is a key factor in an effective leadership style. To increase your emotional intelligence, start with these steps:

  • Get enough sleep, exercise and notice your blood sugar levels.
  • Many people will snap if they are dehydrated, tired
  • or hungry.
  • Set meetings around lunch times, allow yourself to have time to eat and pack healthy meals and snacks for yourself. Your body needs the right fuel to keep going.
  • Exercise releases dopamine that will naturally make you feel happier and more energised.
  • Make sure that your staff take lunch breaks and have time to eat.

Practice mindfulness and journal

Find time in the morning to do your ‘morning pages’. In Julia Cameron’s The Artist’s Way she explains how writing morning pages helped lawyers, doctors and screenplay writers to focus and find their creativity and drive again. I have noticed my own emotional states, patterns and triggers come out of my morning pages and this has helped me with my self-awareness tremendously. By cleaning out your thoughts on a page, you feel much calmer because you have decluttered your own thoughts. You’re now in charge and ready for the day.

Visualise

Find a quiet spot to visualise what you want to get out of the day. Use all of your senses to create the perfect movie of your day, with all the colours, textures, sounds, smells and tastes that can make it real. Imagine yourself being calm, listening well, and being a great leader. Notice your body language in your visualisation, how you are sitting or standing, and even the way your neck curves. I often use this technique for public speaking.

Swimmers in the Olympics use visualisation to train themselves for their big race and find that they swim the race with 90% accuracy in the time they swam it in their minds.

Get coaching

Notice if people are walking on eggshells around you. You may have many unresolved issues or triggers that some neuro-linguistic programming (NLP) or personal development coaching can help dissolve.

Related: Sorbet’s Ian Fuhr: Servant Leadership Personified

 


How can you help others when they have entered fight or flight mode?

Pay attention to your body language, tone and choice of words. When we communicate, 55% is conveyed through our body language, 38% through our voice and tone and only 7% through what we say.

When someone is in ‘fight or flight mode’ make sure all the elements communicate: ‘I am your friend’, ‘you are safe here’ to the other party.

  • Body language: Show open palms — this means ‘I come in peace’.
  • Smile, lean forward, show your ear.
  • Tone: Have a calm friendly tone in your voice. Stay away from sounding snappy, angry or sarcastic. This will make a person even angrier.
  • Word choices: Our minds cannot hear the word ‘Not’. Use words that focus on the outcome that you want, rather than what you don’t want.
  • Say something like: It looks like you are not so happy right now.  If you said to them: ‘I can see you are frustrated and upset’ you are entrenching their unhappiness. Can you hear the difference between ‘unhappy, not calm’ versus ‘frustrated’ or ‘upset’.
  • Be solution orientated: ‘How can we resolve this situation? How can I support you, and how can we fix this?’

Stop assuming and ask questions

Don’t assume what a person is feeling. Ask them using open-ended questions. Make it clear that you are open to feedback and want to learn.

‘Please would you mind telling me what was said, or done that you didn’t like?’

Listen

Focus entirely on the person, their body language, their facial expressions, their tone of voice and what they are really saying.  Clear your mind from your own thoughts or agenda and focus just on them. Allow a breather or a space after they’ve spoken so you can make sure they have finished speaking. Most people respond to only the first thought of a sentence, never fully listening to what the real message is behind the words.

Cut out distractions: Hide your phone — from yourself and from others.

Communication experts Celeste Headlee and Simon Sinek both say that you should hide your cell phone in a meeting. The research shows that a person will trust you less if they see your cell phone on the table, even if you’re not looking at it.

Related: 15 Of South Africa’s Business Leaders’ Best Advice For Your Business

Empathise, don’t sympathise

Put yourself in the shoes of your client or staff. Try to understand what they are going through.  When relating to your staff or a client, it’s crucial to anchor yourself in a positive place, in order not to be pulled down by them.

Offer an outside perspective, but hand them a rope or a ladder to get out themselves; offer them the support and encouragement to get to safety.

Show them the bigger picture

Explain to your team how their puzzle piece fits into the bigger picture. Once we know that the work we do has a greater purpose, and we buy into that purpose, we will do almost anything to support our company to get that outcome. Let them buy into your vision and let them surprise you.

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Why Inspiration Alone Is Not Enough To Be An Inspiring Leader

Strong leaders unlock higher performance by empowering people.

Tiaan Moolman and Eric Garton

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Inspirational Leadership

When employees aren’t just engaged, but inspired, that’s when organisations see real breakthroughs. Inspired employees are themselves far more productive and, in turn, inspire those around them to strive for greater heights.

Our research shows that while anyone can become an inspiring leader (they’re made, not born), in most companies, there are far too few of them. In employer surveys that we conducted with the Economist Intelligence Unit, we found that less than half of respondents said they agree or strongly agree that their leaders were inspiring or were unlocking motivation in employees. Even fewer felt that their leaders fostered engagement or commitment and modelled the culture and values of the corporation.

To understand what makes a leader inspirational, Bain & Company launched a new research programme, starting with a survey of 2 000 people. What we found surprised us. It turns out that inspiration alone is not enough. Just as leaders who deliver only performance may do so at a cost that the organisation is unwilling to bear, those who focus only on inspiration may find that they motivate the troops but are undermined by mediocre outcomes. Instead, inspiring leaders are those who use their unique combination of strengths to motivate individuals and teams to take on bold missions — and hold them accountable for results. And they unlock higher performance through empowerment, not command and control.

Related: 22 Qualities That Make A Great Leader

Here are some of our additional findings about how leaders both inspire, and get, great performance.

You only need one truly ‘inspiring’ attribute

We asked survey recipients what inspired them about their colleagues. This gave us a list of 33 traits that help leaders in four areas: Developing inner resources, connecting with others, setting the tone and leading the team:

  • Stress tolerance, self-regard and optimism help leaders develop inner resources
  • Vitality, humility and empathy help leaders connect
  • Openness, unselfishness and responsibility help set the tone
  • Vision, focus, servanthood and sponsorship help them lead.

We found that people who inspire are incredibly diverse, which underscores the need to find inspirational leaders that are right for motivating your organisation — there is no universal archetype. A corollary of this finding is that anyone can become an inspirational leader by focusing on his or her strengths.

Although we found that many different attributes help leaders inspire people, we also found that you need only one of them to double your chances of being an inspirational leader. Specifically, ranking in the top 10% in your peer group on just one attribute nearly doubles your chance of being seen as inspirational. However, there is one trait that our respondents indicated matters more than any other: Centeredness. This is a state of mindfulness that enables leaders to remain calm under stress, empathise, listen deeply and remain present.

Your key strength has to match how your organisation creates value

Effective leadership isn’t generic. To achieve great performance, companies need a leadership profile that reflects their unique context, strategy, business model and culture — the company’s unique behavioural signature. To win in the market, every company must emphasise the specific capabilities that make it better than the competition.

We found that the same is true of leaders: They must be spiky, not well-rounded, and those ‘spikes’ must be relevant to the way that the company creates value. For example, an organisation that makes its money out-marketing the competition isn’t likely to be inspired by a leader whose best talent is cost management. Spiky leaders achieve great performance by obsessing about the specific capabilities that underpin their company’s competitive advantage. They make sure those capabilities get an outsized, unfair share of resources and provide the key players the freedom they need to continue to excel.

Related: 15 Of South Africa’s Business Leaders’ Best Advice For Your Business

You have to behave differently if you want your employees to do so

Even with a clear idea of your company’s winning behavioural signature, leaders need to develop new ways of operating. We found that leaders who both inspire people and generate results find ways to constructively disrupt established behaviours to help employees break out of culture-weakening routines.

Inspirational leaders recognise the need to pick their moments carefully to reinforce a performance culture in a way that can also be inspiring. These are real moments of leadership and truth. Two of our favourite, classic examples include:

  • When Howard Schultz returned to Starbucks as CEO after a nearly eight-year hiatus, he realised that Starbucks’ unique customer-focused coffee experience was now in the back seat. In the front seat were automation and diversification, both implemented in pursuit of throughput and growth. Schultz took swift action to change the company’s direction; he even shut down 7 100 US stores for three hours on 26 February 2008 to retrain the baristas in the art of making espresso. In this highly symbolic move, he left no doubt about his intentions — and about what he thought it would take to make Starbucks great again.
  • When Alan Mulally came to Ford in 2006 to help turn around the business, he took bold actions to change the way the company operated. In one highly visible moment, he applauded Mark Fields (who would eventually become his successor) for admitting to a failure in an executive meeting. That was pretty much unheard of at Ford and it set the tone for the open and honest communications required for a new culture at the company.

While these are only single actions by leaders who are famous for producing both performance and inspiration, they provide a window into what inspirational leadership looks like.

Drawing insight from Eastern philosophy, one of our clients once said, “If you want to change the way of being, you have to change the way of doing.” This struck us as profound in the moment and even more profound over time — and the sentiment matches what we learnt in our research. Leaders can only change by doing things differently. The more often they behave in a new way, the sooner they become a new type of leader, an inspirational leader. We know that individual inspiration is the gateway to employee discretionary energy, and that, in turn, is critical to making the most of your scarcest resource — your human capital.


Leaders driving economic value

To win in the market, every company must emphasise the specific capabilities that make it better than the competition.

We found that the same is true of leaders: They must be spiky, not well-rounded, and those ‘spikes’ must be relevant to the way that the company creates value.

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Leading

4 Mistakes You’re Making That Can Jeopardise Your Reputation

Remember, your reputation precedes you.

Stacey Hanke

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personal-reputation

We take our careers very seriously. We pour a great deal of energy into cultivating relationships and growing a network of professionals we either work with or hope to. We spend countless hours combing through our online resumes and LinkedIn profiles, carefully ensuring they convey the utmost professionalism. We want to be taken seriously and be considered credible and influential at work. We look the part, practice our presentations, fine-tune our communication skills and polish our presence online and in person.

But, what happens when we are off the clock? How is our behaviour when we are at a restaurant with friends, on vacation with family or simply out of the office? How many times have we run a personal errand and bumped into someone unexpectedly?

Our reputation is built on us – both in and out of the office, in person and online. Professionals often forget that credibility is built on consistency; we can only be consistent in our behaviour when we are mindful every day and in every circumstance. Professionals too often become lazy when the spotlight is turned off. We don’t realise that people are watching. Employees, customers, prospects and peers are everywhere.

Here are four common mistakes professionals make, which call their reputation into question:

1. Social media socialises the real you

Facebook, Instagram, Twitter and more – these online social media platforms create a way for us to communicate with those we are connected to. We fail to realise that our reach doesn’t stop there. These mediums also communicate to the entire world who we are. Just because we sit behind a screen doesn’t mean we aren’t seen.

A 2017 study found that 70 percent of employers use social media to review potential candidates. This number has increased 11 percent in the past 10 years, proving now more than ever that professionals who wish to manage their reputation must be mindful of what they post.

Related: The Importance Of Business Reputation

Political commentary, strong opinions, excessive personal information and activities may cast our reputation in a negative light. Even when we have the best intentions, posts and comments can be easily misconstrued. If there is any doubt, don’t post it. Posts should be informative, educational or inspiring. If they fail to convey a message kindly, refrain from sharing them altogether.

2. Personal time is just professional time off the clock

We all deserve to let our hair down when we step out of the office. We must remember, however, someone is always watching and that we must protect our professional reputation. Behavior that causes others to question our authenticity can jeopardize our professional reputation. For instance, loud and rowdy behavior with friends during happy hour doesn’t convey professionalism but may leave others wondering who we are.

Credibility is built on consistency. When your behaviour is consistent in and out of the office, people will trust that is the real you. We’ve all heard the old saying, “It’s a small world.” It feels even smaller the moment we are anything but our best self and we run into someone we wish to impress. Be mindful and know that everyone is everywhere.

3. You’re in the spotlight even when you’re not on stage

Communication begins before you step on stage. Others determine who you are based on collective experiences and interactions with you when you aren’t in the spotlight. How you communicate in the office and in casual conversations is what will shape your reputation, not the moments you step on stage. How you behave and interact with peers determines your level of influence and the trust they have in you as a professional.

Did you know 92 percent of people act upon the recommendation of others – even if they don’t know them? People talk, and others listen. How you treat your employees is how they will treat your customers. If you fail to communicate with consistency, those you influence will fail to do so, too. Be clear and concise in all communications – whether it’s a high-stakes meeting or a casual hallway conversation. Focus on your body language and be an active, intentional listener. When you make others a priority, they will do the same for you and those who matter most to your success.

Related: Richard Branson on Building a Strong Reputation

4. It’s not a brand management campaign; it’s a way of life

Our modern-day world doesn’t allow us to compartmentalise our lives. In today’s age of online observation, our reputations are broadcast for the world to see, which directly affects our bottom line. Consider some highly regarded corporate names. It’s likely their reputations are well managed. They are consistent in their messaging and delivery. They walk their talk throughout all aspects of their brand: from online profiles to customer-facing employees. Now consider companies that have struggled with their reputation. They have likely suffered from inconsistencies in their customer experience, marketing campaign, executive behaviour and employee interactions.

Individual professional reputations are no different than major corporations. In fact, they are one of the most significant concerns major companies face. In a survey of executives, 87 percent said the risk to their reputation was a higher priority to their bottom line, more so than any other strategic danger their company faced.

Fact is, professionals cannot manage their reputation through a one-time branding campaign. We must develop it through consistent behaviours that create trust in those who know and observe us. We can’t just say something is important; our actions must reflect it. We can’t tell employees to invest time and energy in customers but then fail to do the same for them. Reputations aren’t built on a “do what I say, not as I do” mentality. Consistency is key to credibility.

This article was originally posted here on Entrepreneur.com.

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