Hiring Right People
I just finished writing a recommendation for someone on Linkedin that reminded me of what is absolutely critical when considering someone for your team. When I hire someone I am always looking for three major things that are very important to me. If anyone of these is missing then I know no matter how qualified they may be in the other two areas it is still a no deal for me:
1. Character—According to all the research Jim Collins has done this qualification has moved to the top of the list. When someone has the right kind of character you will not have to worry about having to over manage them they are self motivated and will only settle for excellence in everything they do. Talk is cheap in this area and I want someone who has demonstrated over time they have the foundation that can withstand the problems that will surely come in the future.
2. Competency—There is no doubt that everyone you add to your team needs to be qualified to fill the positions you have available. The more technical and specialized the skill set the more demanding you must be in this area. However, in Collin’s research and my own personal experience, if I find the right person I will hire them first and figure out what they are going to do later.
3. Chemistry—The clear issue here is how well this person will fit into the team dynamic that is already in place. I always in the interview process find a way to get a person into a casual environment so I can observe them and see who they really are unscripted. I want people with a heavy dose of personal humility and equal amount of personal determination that do not care who gets the credit but will make sure it all gets done.
The people who are going to do great things in this new global environment are going to be the ones with the best people on their team. There is no greater responsibility for the leader than making sure you get the right people on the bus and the wrong ones off as quickly as possible.
Teamwork Chemistry
I have probably learned more from Pat MacMillan on this subject than from any other writer. His book The Performance Factor is still a must read if you want to fully understand all the dynamics involved in leading a successful team.
When selecting team members you must have the right combination of competency and character. You really need people who are experts in their area of responsibility that can bring great factual accurate information into the discussion. However, the ultimate success of the team in my opinion will be even more driven by how people interact with each other showing mutual respect and humility.
I want everyone engaged and passionate about their contribution to the discussion but I do not want anyone attacking another person rather than debating their ideas. I have found the following list to be helpful for setting the right tone:
1. Treat each other with dignity and respect
2. Listen for understanding
3. Don’t take things personally; don’t mean things personally
4. Ask, but do not assume motives
5. Avoid degrading language; do not attack each other credibility
6. Everyone has input, regardless of position
7. We will not take ourselves too seriously
There is a big difference in being professional vs. being negatively personal toward another person. We must separate their ideas and comments from who they are and even though we may disagree we always value the individual.
First and Lasting Impressions
Filed under: Customer Service, Leadership Callling, Personnel Development
I have had two very bad experiences with customer service this week. Not only was I the recipient of this bad “service” I also saw several other people having the exact same horrible experience.
In both situations the people assigned to dealing with the problem made promises they did not keep. For example setting pickup times and assuring you that if they did not call it would be ready, status updates that did not happen and the approach let’s just try this and I am sure it will work when they really did not have a clue about what to do.
Here is the interesting part at least for my situation. With both companies only because of my pushing I was eventually given to a supervisor to help me resolve hour’s worth of wasted time and finally fix the problems.
When I communicated with these new people they had a much better attitude and brought product knowledge that the front line people did not know. They did simple things like returning my calls on time and then committed to do whatever it took to resolve my issues.
Here is my question? Why not set the bar for all of the front line people in your organization at the same level where the supervisors were operating either in technical training, people skills or the authority to make it happen.
You will never convince me that it is cost effective for any company to pay less than qualified people to take hours of their time and your customers offending people that will probably never come back unless they get the slim chance to talk with their boss.
The front lines of your organization where interaction takes place with the people who are experiencing what you have to offer will always be the place where you want to make the best impression. If you’re weakest and newest team members are given these roles thinking they will grow into the job eventually the problem will solve itself because you will not have any more customers to deal with.
Performance Review Systems
Filed under: Leadership Callling, Personal Development, Personnel Development
All of us at some point in time have waited with anxiety for that wonderful time of the year when we receive our annual performance review. Even if you know that you have had a great year you are never really sure what is going to be said and how pleased management is with your performance.
To a great degree this whole process is a major problem within most organizations. On the one hand poor performers are not dealt with on an ongoing basis and sometimes they are even given good reviews because their direct supervisor does not want to admit that they also have failed. Sometimes employees think things are going great only to have the big bomb dropped with no real explanation as to why they were not told before.
On the other extreme top performers are left in the dark about what they are doing well and they only get the one time a year serious conversation about where they stand and what is next in the area of development. The bottom line there should be ongoing informal times for evaluation and at least twice a year if not quarterly a brief review of exactly where everyone stands in regards to expectations.
I have seen performance reviews that are literally 20 pages in length with a tremendous amount of worthless information. Most in my opinion should not be more than two to three pages that only deal with key objectives and some type of quantitative analysis on success.
I also prefer some type of 360 feedback system in place so that in a non-threatening way immediate supervisors can be told what they need to do to help improve their direct reports performance. This should be a time where an honest exchange of information takes place so that everyone knows what they need to do to improve day to day performance and lay out a clear plan for professional development for all involved.
We really need to change the culture of the performance review process from going to the dentist mentality to meeting with my coach who I know has my best interest in mind and is passionately committed to helping me reach my potential.
When To Quit
Filed under: Core Values, Leadership Callling, Personnel Development
As Seth Godin points out we have all heard the expression winners never quit and quitters never win. In real life that is simply not true because knowing when to quit something that is clearly not working is the secret to winning because it gets you one step closer to the one thing that you were meant to do with your life.
Many times we take jobs thinking that we have finally found the answer to what do I want to do with my career? Many months later we realize that what we expected was wrong. We should never quit just because the work is challenging and the people with whom we work are not the best.
However when you have done your best and the day to day responsibilities that you have been assigned are not bringing any challenge or lasting value then you need to find something that you can be passionate about doing. Our work should be something we care about to the point that we look forward to going in every day because what we do really matters.
Sometimes we really like what we do but the team of people we are doing it with are merely takers and not givers. They are out for number one and there is an atmosphere of backbiting , constant stress and negative criticism that drives the culture of the organization. No matter how much you like what you do if you cannot enjoy the journey with the people you are doing it with it is simply not worth it.
Becoming a serial quitter for all the wrong reasons can be a fatal character flaw that will negatively impact your entire life. Quitting for the right reason can be the best thing you have ever done because it can lead you to a brighter future.
Interview Process
Filed under: Leadership Callling, Personnel Development, Servant Leader
When it is all said and done all potential employees will be evaluated under the two broad categories of character and competency. The more important of the two is character because you can help most people through training to improve their skill set but you may never be able to overcome who they are as a person.
Once you have narrowed the number of resumes down to the people that you may be interested in it is very helpful to conduct an initial phone interview. It is very important to learn how to ask open ended questions that will allow the person to talk beyond the typical scripted answers. As quickly as possible find out what they are passionate about and what they are capable of doing.
The next step is to send them a series of questions and assessment tools that will give you an even clearer understanding of the person’s strengths and personality tendencies. This should be compared to a very detailed reference resource form that looks for the not so obvious information. A good question might be if you were to see them in a totally different field of work what would it be and why?
By the time you get to a face to face interview the issue is more about character and chemistry than it is competency. I have found it very beneficial to involve other team members in this process to see how they read the fit for our organizational culture.
I would never hire anyone for any kind of significant role without first meeting their spouse. Seeing a couple interact with each other can tell you a lot about the person. Probably one of the most important things to do is get the person in several casual settings where they will not have their game face on and you can listen and observe how they interact with other people.
This entire process could take several months but remember the only thing worse than not having a position filled is to have it filled with the wrong person. When in doubt move on to the next person because as a leader your gut is probably right.
Practicing Feedforward
Filed under: Leadership Callling, Personal Development, Personnel Development
Almost every serious organization uses some form of feedback to evaluate the performance of their top leadership team. This usually works best in a 360 type environment where the person receives feedback from superiors, peers and subordinates as well.
The concept of feedforward was developed by Marshall Goldsmith in his best seller What Got You Here Won’t Get You There about how to coach senior executives. He encourages every leader to identify core behaviors that need to change through feedback. Then apologize for your mistake and commit to change that character quality in the future.
The primary way he recommends to accomplish this is through the four disciplines in feedforward:
1. Identify Target Behavior—choose the one behavior that your colleagues have told you about that you consider to be at the top of your list for change. The number one issue among the thousands of people he has worked with is to be a better listener.
2. Enlist Accountability Partners—the key here is to secure a personal commitment from as many people as possible to help you in this particular area. This should include family members as well as various levels of people within the organization where you work. They will all commit to help you focus on this one specific area and help you with ongoing feedback.
3. Solicit Specific Suggestions—ask everyone in your accountability circle for at least two suggestions that might help you achieve a positive change in your selected behavior. The key ground rule here is that there should be no mention of mistakes in the past but every comment is about the future.
4. Practice Active Listening—take appropriate notes if necessary but make sure you are really listening to each and every suggestion to the point that you can put it into practice. Also it is very important regardless of the quality of the input to be sure to graciously thank everyone involved who will take the time and emotional risk of telling you what you really need to hear.
Law Of The Inner Circle
Filed under: Leadership Callling, Personnel Development, Servant Leader
This by far is one of the most important principles identified by John Maxwell in the realm of leadership. The simple definition of the law is that a leader’s potential is determined by those closest to them.
As any organization continues to grow the leader cannot continue to spend equal time with every person on staff because of time constraints alone. This means that eventually the majority of a leader’s time will be need to be spent with the top 20% of their leadership team.
It is a proven leadership principle that they in turn will produce at least 80% of the desired results because of the scope of their impact throughout the entire organization. The leader is incredibly dependent upon this inner circle because they are responsible for providing the best information possible upward for decision making and they are also responsible for the downward execution of all planning.
Leaders of large organizations should still spend some time managing by walking around and maintain some personal contact with all levels of staff. However the purpose of this interaction is for personal encouragement and visibility and not for problem solving and day to day decision making. The leader can be involved to some degree with everyone but they must invest themselves only in the inner circle because they are the key to continued growth and outstanding performance.
Pull The Trigger
Filed under: Crisis Management, Leadership Callling, Leading Change, Personnel Development
There may be nothing harder to do as a leader than make the decision to terminate an employee. To be honest we feel to some degree we have failed and that is hard to accept.
This is especially true if we hired the person in the first place. Not only have they failed but now our performance as a leader may be in question also. We cannot let our own emotional need for personal success stand in the way of doing what is right for the organization.
There are three critical things that I must do as a leader before I feel that my responsibility has been completed prior to any termination. The first is to provide clear expectations of what is required in their job description. It is impossible for someone to meet your expectations if they have not been clearly communicated early and often.
The second important thing is to make sure the person has had adequate training and resources to complete their job successfully. It is not fair to ask someone to grow a particular area and not give them the financial and manpower assets they need to be effective.
The last issue for me is a comprehensive and ongoing feedback system that lets a person know exactly where they stand in the area of performance. It is not right to see someone make mistakes day after day and stick your head in the sand hoping it will go away only to drop a bomb on them at annual review or even worse an unexpected termination. If you do not have the leadership skills to positively confront someone about what they are doing wrong then you may be the one in the wrong job and not them.
If you have done all of these three things well and given this person every opportunity to improve and they don’t then you should feel no guilt or sense of failure. Never obsess on the five to ten percent of your staff that may need to go every year. What is extremely important is to remember the ninety to ninety five percent who are doing their jobs well and are watching to see if you have the character as their leader to pull the trigger.
Coaching
Filed under: Core Values, Leadership Callling, Life Balance, Personal Development, Personnel Development, Servant Leader
If you need help in making some major decisions in your life coaching may be exactly what you need. There are many types of coaches available from executive, life, fitness and even spiritual.
The one major thing you need to understand about coaching is that it is not counseling or therapy. The major focus will not be your past and the things that have gone wrong but the future and how you want it to look.
Great coaches don’t have the answers to all your questions. Their role is to help you by knowing how to ask the right questions so you can see why you may be stuck and what your options are as you move forward.
A coach might ask, What is the one major area in your life you would like to change that would improve your life? Then, What do you want that area to look like six months from now? Finally, What do you need to do this week to start closing that gap?
Another important aspect of coaching is accountability. It really helps when you have someone who is on your side and offers the necessary what do you want to accomplish before our next time together type questions.
With this accountability comes encouragement that reminds you of what you said you wanted to do to change your life and gives you the confidence that you can make it happen.
My experience in using a coach was incredible. So what are you waiting for give them a no charge to you first call and see if it feels like a good fit.
Dan Greer
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