Are you Customer Servant or Overhead?

November 21, 2013 ~ Orlando Ceaser

I was talking to my son Brian the other day about the company he works for and the challenges he faces in selling their products. Part of their justification for pricing is linked to their ability to provide customer service. Other companies can offer lower prices, but if something goes wrong or if they have any questions they have a live person to assist you. The competition’s justification for pricing is the fact that they can sell products at a lower price because they don’t have the same overhead costs.

Built into the customer service logic is the belief that people will pay more for a product if the value in the long run makes it worth their while. If it saves time, aggravation, cost down the road and gives them peace of mind, it is a worthwhile investment.

How are you perceived at work? How do you view yourself? How do you rate in the minds of the competition? Are you a customer servant providing value for the job you occupy? Are you just overhead, the interchangeable vulnerable cost of doing business?

If you are a customer servant, people love to have you around. You have done your homework and are prepared to give them valid answers to their questions. You anticipate their needs and lay the foundation for making their job easier. People consult with you often because they know they can count on you, almost as a concierge would make valid recommendations. They know you are there for them and will recommend you and your company, because of how well they were treated. You are a GPS that knows where they are in their thinking and in their business.

If your company, customers or competitors see you as overhead, it is safe to say that your days are numbered. When the company sees you as an added expense, it is only a matter of time, in this cost-cutting era for them to find a way to outsource or eliminate your role.

If your customer sees you as overhead, they will not display the loyalty required for you to sustain profitability. Frequent purchases or repeat is questionable. They will very easily be swayed to another product or service whenever they have a choice. Customers realize that it is a buyer’s market and there are other companies courting them for their business. They do not have to accept shoddy treatment and less than the best behavior from anyone. They want enthusiastic customer servants who are thankful for their business. They want the interaction to be a pleasant experience that satisfies their needs.

Many customers have heard the old adage, “you can tell how a company treats their employees by how their employees treat their customers. If your behavior is not indicative of how your company wants to treat customers, your company can not afford to have you work for them. Your behavior is giving them a bad name. It is about company refutation and image and if you are out of line, you will be left behind.

If your competitors see you as overhead, they will work relentlessly to put you out of business. They will be more confident and aggressive in their interactions with your customers and will capitalize on the customer’s perception of you. They will be as a shark when they see blood in the water. The competition will constantly go for your jugular and exploit the fact that you are not honoring your promises or treating the customer with quality service which includes dignity and respect. The competition is already formidable in many markets. You don’t want to give them an added advantage that is linked to your weakness in being a poor customer servant.

You can look in the mirror and tell if you are a customer servant or overhead by your answers to the following questions.

1. Are customers delighted to hear from you and often go out of their way to contact you? This question speaks to the relationships that you have established with your clients.
2. Do you provide work that can easily be done by someone else or a computer or answering service?
3. Do you have a personality that is warm and connects with people?
4. Are customers dissatisfied with your encounters to the extent they complain to management?
5. Have you gone out of your way to show a client how much you appreciate their business?
6. Are you providing a service that would be difficult to find elsewhere?
7. What makes you so special?
8. Is your level of follow-up a marvel to behold?
9. Do you often anticipate your client’s needs?
10. Do you make it a habit of going above and beyond your client’s expectations?

Overhead has always been considered as part of the cost of doing business. It was a given, an expectation and something that people felt was necessary. This was part of the justification for print and mortar businesses. Companies housed people in buildings to have face-to-face contact with customers. We have seen the reduction in brick and mortar businesses as Internet businesses continue to explode on the scene. However, there seems to be resurgence in companies that have direct contact with the consumer. They feel quality customer servants play a vital role in their marketing plans.

You may speak as a realist and say that in many situations you are both. You are a hybrid person with dual functionality. You are listed on the budget as overhead, but you provide a customer service job. I won’t argue against this claim, but will add that if you are practically listed as overhead, you must not function as overhead nor allow yourself to think of yourself as overhead. Your dominant function should be as a customer servant, admired by your clients and profitable to the organization.

A company you will rarely have a competitive advantage if their people, often their number one expense, are performing as overhead rather than customer servants. Where do you see yourself? Where does your customer see you? Are you performing in such a way that your competitors are inspired to go to work every day? Are they excelling because they know that you are there competition? Where do you stand? Are you a customer servant or overhead?

Tie breakers – Beating the crowd in a photo finish

November 1, 2013 ~ Orlando Ceaser

Similarity is everywhere. Parity is another word used to describe sameness that exists among sports teams. A commodity is a perception by customers that there is little difference between the items portrayed. The common view is that all of the products under review or investigation are interchangeable and can be substituted for each other. When this occurs with your career, something must be done to give you an edge. A slight variation can be seen as an advantage. If candidates are seen as equal, something must be done to break the tie.

There are so many talented candidates applying for jobs and many have equivalent academic and professional skill sets and expertise. College admission officers receive applications from a large number of straight “A” students and others with high grade point averages. Employment offices receive resumes from people with indistinguishable backgrounds. You have to devise a strategy to stand out or “differentiate” yourself from the crowd. Some people have accomplished this in the form of a short term and long term strategy of more education. This can be achieved in the form of an advanced degree or certificate of specialization in an area of need. This can be in the form of skills and experience gained in volunteer activities on the job, in school or in your community.

Leaders are needed in great numbers. Great leadership is desperately needed. Individuals with the emotional and intellectual fortitude to inspire and lead others to complete projects, exceed sales goals and solve problems will find employment. People with the technical, social skills and emotional intelligence will always be in demand.

Old School relatives always spoke of the value of a strong work ethic. It meant working a job to the best of your ability. It meant pride in the quality of your effort. Sometimes it meant working long hours, where the pay was not worth it in the short term, but there were significant long term benefits. There were occasions when a low paying job was used as a stepping stone to a higher paying job.

What would you use as a tie breaker if you were making a decision between several comparable people? This thought process will help you imagine what the interviewer is going through. Examples of potential tie breakers may include the following.

• Unique or various experiences which sets you apart from others
• Interests, hobbies and attributes which could add to the skills of your team. What are your interests that grow you in other areas? Volunteer opportunities and hobbies in art and music can portray an interesting person. You can develop techniques of creativity which can apply to other areas of life when examined for other tangible benefits
• Sports can be a tie breaker if you reached a high level of competency and can demonstrate valuable skills acquired during your playing days. Leadership positions such as the captain of the team and how this enhanced your character.
Some people look for points of identification with the interviewer as a potential tie breaker. I worked for a manager who loved to play racquetball. In a competitive interview when all else was equal I could see him leaning toward the candidate who was an avid racquetball player.

• Working to pay for your college education. Dave was a manager who worked his way through college and paid for 100% of his education. He therefore, had a bias for anyone who demonstrated these attributes. In an interview if he discovered this information, he immediately connected with the candidate. This plays into the decision-making process. He would use this information to break a tie. Granted this information is often impossible to gather, but I want you to think about acquiring extracurricular activities and education which could prove instrumental in your career development. The more well rounded you are, the greater the possibility of breaking the tie with other candidates.

Tony Alessandra, PhD. said years ago that people should work on their breath and depth of knowledge. The depth of knowledge referred to the information in your chosen area of interest; the data, experiences and connections that formed your expertise in your area of specialization. Your breath of knowledge is all of the other things you know outside of your business, which make you well rounded and hopefully more interesting.

You don’t want to be among the less impressive resumes. But even if among the best you must have sufficient skills to set yourself apart from others. Your leadership, risk taking, charisma and communication skills and leadership practices may be exactly what the organization or institution is looking to bring on board. Your hunger, sense of urgency and a track record of achieving goals are attractive to potential employers.

People may overlook the value of communication skills in breaking a tie and distinguishing yourself from others. Many people use their communication skills to enhance their profile. Students and adults join Toastmasters and look for opportunities to make presentations in front of large groups. People take acting classes to improve their ability to communicate. Their involvement has little to do with pursuing an acting career, but everything to do with building their network and improving their skills to communicate with different people.

Your career plan should contain elements or characteristics to set you apart from others. Or you should look at your interests and skills and ask, “Who would be interested in this array of talent? Am I competitive enough? What is missing? What do I need to do short term and long term? If interviewing was compared to a horse race, there would be people scattered all over the track. However, many would cross the line in a photo finish. It is up to the interviewers to find tangible ways to separate the candidates with equivalent skills. They find a way to break the tie. Illustrating and demonstrating your diverse skills, talents, background and connections will hopefully break the tie in your favor.

Busted while looking for a new job

October 20, 2013 ~ Orlando Ceaser

How would your boss respond if he discovered you were looking for a new job? What would you do if you were busted and caught in the act? What would you say? What would you do? This thought may seldom come to mind, however, you may want to plan some witty comebacks in case you are discovered.

There are more people available then jobs. Many people are trapped in jobs that are below their expectations. Additionally, ambitious employees want to quickly climb the corporate ladder to success. So we find ourselves in a world where individuals are constantly changing jobs or looking to change jobs. People are eager to improve their economic status and to satisfy their egos. Job seekers are using the Internet and social media, along with the traditional job fairs and newspapers. With the heavy traffic of candidates and employers, the Law of Probability predicts your boss could detect your search for a new job.

We hired a manager to help us staff a new specialty sales force. He was waiting to interview one of his former colleagues, who did not know that he had jumped ship. The colleague was waiting to be interviewed. He did not know the name of the person he was supposed to see. He sat in the hall waiting his turn. The door opened and his former colleague stepped out to meet him. The look on his face was priceless, as his knees buckled. Immediately his former colleague placed him at ease by saying that he no longer worked for the same company. The colleague uttered a sigh of relief and said,” I’m afraid that I am going to have to change my underwear.” This made me wonder if it is wise to formulate a few words to share if someone discovered your plans to leave the organization.

Shortly after a merger, I surprised many of my new employees during a session on gratitude. We filled up several pages on a flip chart listing the many benefits of our new organization, which was very helpful for the audience. I wanted them to know that we have a tendency to look at the negative side of change. I also wanted them to remember these things when they received phone calls from recruiters. I reminded them that recruiters were salespeople. The unscrupulous ones were more concerned about placement than the right fit for their clients. I stunned them when I said, jokingly,” I know you are receiving phone calls from recruiters. If you are doing a great job people should be calling you. And when they call, some of you are interested. I know this to be true, because when I call posing as a recruiter, some of you are interested.” It was so quiet you could hear a pin drop. A few of the new team members could be heard asking the person next to them,” Would he really do that?”

Everyone in the workplace is technically a free agent and free to move between companies at will. However, if you have indicated a desire to move up in an organization, they may not take kindly to you aggressively shopping your services. Developing a reputation of having a wandering eye could work against you unless you are a phenomenal performer. Companies may not always seem loyal, but loyalty is demanded of their employees. It is flattering for companies to know that someone else wants to hire you. They blush at the positive impact you have on your customers and the industry. If you take a risk and decide to follow up on their interest, think of a way to respond if you are caught.

A sales representative drove outside of his territory to attend a job interview. He entered an office building and waited for the elevator. The elevator doors opened and there stood his district and regional sales managers. Needless to say, they were surprised to see him and he was shocked to see them. The morale of the story is if you are discovered, be ready with a plausible explanation. Telling the truth about the hiring lead is highly recommended. This can lead you into a very candid conversation about your career. If you lied to make room for the interview, you may have complicated the matter by your lack of integrity. It is ideal to make room for an interview during a long lunch, before or after work or on a scheduled vacation day.

Discovery Advantages
Your willingness to consider another company sometimes it is an indication that something is lacking in your current relationship. It may also speak to the power of your brand that others are heavily recruiting you. There are benefits to the word getting out that you are looking for another job. They include, but are not limited to:
• Discovery may stimulate a serious discussion around your status with the firm
• Career opportunities may suddenly develop because the company feels that they may lose you
• Discovery may enable you to discuss your interest, ambition and lack of career opportunities

Earlier, I mentioned how the company would feel if they knew you were constantly looking for job. Many companies will understand this because of the current precarious state of employment. Some companies may not understand and may terminate you. Some companies may be reluctant to hire you if you are always on the market, trolling for better options.

I met a young man and he asked for my business card.” Are you hiring?” He wanted to know.” I am always looking for a better opportunity.” I wondered at that moment about his comment. He was impressive, but should I seriously consider him? If I hired him, would he maintain the same attitude and philosophy while working for me, always aggressively looking for something better? This takes me back to my central question. If you’re looking for another job and you are discovered,” What will you say?”

You might give the response that people often give when they resign. “I wasn’t looking for a job, but they called me.” Don’t be surprised if your employer is not satisfied with this response. It will not make them feel better to know that you did not initiate the process. A company may view this as disloyalty or as cheating in a relationship. Imagine saying to a companion, “Honey, I did not chase her or go after him first. They approached me. They made the first move and I just gauged their interest to see what they had to offer.”

We search for jobs on social media sites, job boards, career fairs and networking functions. Invariably, if you are active or pursue an opening once, there is the possibility that someone will find out. Discovery may not be due to carelessness on your part. Your profile may be seen by people who have connections with people within your organization. There are haters and informers in your company who wish to discredit you or make themselves look good by telling about your interest in a particular job. The fact remains, if you are looking for another job, it may be prudent to think of your response if your activity is exposed.

Want to save the boss’s job? Perform better

September 26, 2013 ~ Orlando Ceaser

Veterans of watching and playing sports and working in business for a living, remember countless regime changes. The owner or senior leadership brings people into a room or connects with them online to make an announcement. The current boss is being replaced, which could mean, demoted, reassigned or terminated. They inform the workers that it was time for a change. They may deliver platitudes and say such things as, “they were a fine individual and have contributed much to the organization.” This decision may not be linked to performance, but it was time to go in another section. This unleashes quite a buzz within the organization. Both positive and negative comments are made about the person and the decision.

Let’s move our focus immediately from the person making the decision and the person being removed. Let’s focus our attention on the people who work for him or her. On Sports Center and the local news media, one by one former players are interviewed.” “He was an excellent manager, a player’s coach, a person of high intellect and sports acumen. He taught me everything I know. She took a chance on me, when no one else would.” The plaudits and accolades go on and on.

In business and in athletics, there may be factors beyond the coach or the leader, which influence performance. However, one point comes out loudly and clearly, if the person was so great and instrumental in career growth to receive such high praise for their leadership,” why didn’t the people perform better?”

The best way to show a coach or a leader what you think of them is through excellent performance on the field, in the field, on the court, in the office, on the plant floor or in the classroom. Results are the measure of a person’s effectiveness. Is it logical to assume that your performance is an indicator of how you felt about them? If they are not getting the best from you and it is not them, then it must be you.

If you are not delivering up to your capabilities, are you in the wrong job or somehow being hampered by underlying issues. Are you compromising the effectiveness of your team, and placing your job and your manager’s job at risk. Bear in mind, it is the role of the manager to diagnose and treat some of these issues. It is commonly said that somebody has to take the heat and the blame when the team does not perform up to its capability. The leader or coach is usually this individual. Managers cannot fire the whole team or replace every individual over night. Somebody must take the field, sit behind desks or operate the machinery. Often it is believed that firing the manager will jolt the team into an accelerated, escalated level of performance. Sometimes this works, but sometimes it doesn’t.

What can be done?

When you bemoan the fact that, “another one bites the dust or another one got away or another quality coach leaves, think of all of the assistance they gave to you. Remember the instructions and wise counsel. There may have been working above and beyond the call of duty to get you comfortable in your job. Think of their families, as you think of your own. Then I want you to inspire and motivate yourself to give your maximum effort. Energized and engage your team members into working to their highest levels of achievement. You are doing this for yourselves, the organization and the manager you claim to admire and respect.

Performing to your highest level can be very self-serving. It enables you to have a greater role in retaining the best manager for you. If you admire the quality leadership of this individual, make sure that when they leave the organization, is because of some of the reason other than the team not delivering its best. The next person who walks through the door, on to the court or field or into the plant, was selected by you as surely as if you were in the interview making get the job offer. Retaining the manager you want may also keep you from getting the manager from Hell who may be lurking in the shadows waiting the right moment to assume the position you provide for them.

You may know him on both sides of this issue. People have come up to them and stated how unfair it was that they were no longer in the role. They went on to say they will never forget the things they taught them and how it made them a better person or manager. These comments were appreciated and well received. I’m curious; if it meant so much to them, why didn’t it show up in their performance. Why did she choose this year to deliver below prior years? Did they do everything within their power to keep the coach? Are there things that they could’ve done differently that could have led to a different result?

The manager, coach or leader is a part of the team. They set the tone for the velocity of the team and their ability to scale higher mountains of expectations. The team can be compared to a chain and sometimes the manager is the weak link in the chain and should be replaced. Sometimes, there are other individuals on the team that are not living up to their potential and the manager must develop them or remove them from the organization. Failure of the manager to make the tough calls may be an indication that they are not strong enough and should be replaced. In situations where the manager is highly regarded for their character, vision and leadership skills, it is imperative that this bears fruit in the performance of the team.

Post blog assignment

The next time you see a news story, where a person is being removed from a job, you may want to ask yourself a few questions and look for the evidence provided to justify the action.

• What did they do to deserve the termination?
• What information was given to support the action?
• What did the people who worked for them have to say about them?
• Was there evidence of being a good person, but not strong enough to make the tough decisions?
• What information was provided about the performance of the team or the department?
• Did you get a sense that the team was performing below its capabilities?

If you want to keep the manager you have, either as your boss or within the organization, you can contribute to this by performing at the highest level of your capability. This may spare you the inconvenience of complaining about the organization or feeling guilty about your culpability in the demise of your beloved leader, manager or coach.

The Affinity Trap – Ways to sabotage the interview

August 29, 2013 ~ Orlando Ceaser

It is common knowledge that people like people like themselves. If you examine a random list of employees you will find a connection between the employees hired and the people who interviewed them. This affinity can be a barrier or a trap when used inappropriately by candidates or interviewer in an interview. It may actually stifle their chance of being hired.

You are human. Therefore, it is not unusual to find yourself sitting across from someone in an interview with whom you have similarities. You should be thankful for the diversity in companies. However, this variety is not a license for candidates to let down their guards and became too comfortable. Some candidates have crossed a line of professionalism and resorted to patronizing behavior and / or inappropriate familiarity. Additionally, some interviewers have used their affinity to trap candidates into saying something inappropriate and eliminating them from the interviewing pool.

It was an amazing sight to see. A person walks through the door, sees that I am African American, and a noticeable calm came over them. I have heard the same comments from Baby Boomers interviewing Baby Boomers, women interviewing women and other ethnicities and athletes interviewing someone who perceives a connection. Most candidates are pleasant and professional, but invariably an exception stands out.

I have seen candidates who were highly regarded from resume screenings, phone interviews and face to face interviews, transform themselves in an interview. Their demeanor changed. Their speech became more colloquial and another personality or alter ego came out of nowhere. I have discussed this phenomenon with a number of my colleagues and they expressed similar experiences and observations. The candidates were excellent and did not have to resort to these tactical errors. I understood their intent, but they lost out reaching for an elusive competitive advantage.

Other manifestations of this strategy are as follows:

• Behavior became more casual in posture and in speech
• They became too familiar through touch or questions
• They assumed that the job was theirs and indicated as much in their comments
• They lowered their guard and disclosed unnecessary information
• They saw the interviewer as a confidant and friend and disclosed unbelievable information
• Favors were expected and requested
• Negative comments, complaints and disclosure of conflicts on other jobs were mentioned as they completely let their guards down

When you notice a potential connection with an interviewer, who is like you, it is wise not to assume instant compatibility. You have to be very careful of the Affinity Trap (race, gender, age, ethnicity, interests, sports, education and schooling, contacts and place where you grew up). You may slide into a comfort zone that could be hazardous to the job interview. There is a book by Judith M. Bardwick entitled, Danger in the Comfort Zone. My wife likes to refer to it as Comfort in the Danger Zone, which is very descriptive. When you have an affinity of any kind you owe it to yourself to:

• Be courteous and respectful of the position of the interviewer
• Be extra careful and on top of your game
• Be professional in your demeanor and questions
• Do not expect special treatment by word or deeds
• Stay focused and deliver the best interview possible (this may be the chance of a lifetime)
• Deliver the same comprehensive profile of your experience you would give to anyone

It is generally OK to ask the interviewer if their affinity (gender or race) has been a challenge in their organization. This is a fair question and helpful in making your employment decision. You may consider getting the answer to this question during your research, before the interview. You don’t want them questioning why you asked the question. Additionally, some interviewers may use it against you, especially if that was the only question you asked.

Remove the prospect of better treatment or special treatment from your mind. This is an entitlement mentality and preferential treatment violates many policies on top of being illegal. Earn the inside track, by the quality of your background and the strength of the interview.

Sometimes the interview is tougher than usual because the interviewer feels they have to substantiate their selection. Many times your toughest interview will be with someone with whom you feel a strong connection. They are not necessarily trying to deprive you of being hired, but to prepare you for the tough road ahead. If you make it past them, you are more ready for the rest of the interviewing process. Also, you may encounter men and women who may feel pressure and extra scrutiny if they pass you along. They may be trying to knock you out or to make sure you are the strongest in the field. Be prepared for anything and anybody.

Respect your accomplishments, the position and the person in the interviewer’s chair. Your interviewer may be able to identify with you without you going out of your way to make a connection. Your greatest compliment to the person and the process is to deliver a powerful interview and perform worthy of the opportunity if hired. Artificial familiarity may breed contempt and therefore, will not give you a competitive advantage.

It may be an affinity or compatibility trap, because you feel someone may understand your position and issues. It could also be a trap because someone is out to get you and look for ways to bring you down and out of the interviewing process. Remember, they are not your friends, yet. They are not your coach or mentor, yet. You do not know them. They do not know you. Be on guard and do not fall victim to the trap. The interview may be slanted, but take nothing for granted. Go after the job based on your talents, abilities, potential and experience.

Maintain your professionalism. Keep your guard up. Let your resume and your record of accomplishments speak for you in your responses to the interview questions. Don’t change the dynamics of the professional interview by adding unnecessary tension and drama. Be careful and authentic as you avoid The Affinity Trap.

The Company is last – Sacrificed for personal gain – Part 1of 2

May 30, 2013 ~ Orlando Ceaser

Managers are hired to grow the organization, protect Company interests, steward its resources and provide value to share holders / stake holders. They achieve this by making decisions that benefit themselves personally, individuals they like, their team or the overall organization. When these decisions are made for the right reasons, everyone wins.

Some people treat Company interests as a latter option. They disregard their primary responsibility and make decisions that may harm the corporation in the long run. This mindset is present in people of power, whether serving as a manager, coach, or politician. My focus for this article will be on those serving as a manager or leader.

These individuals in question view resources, influence and assets as their private property. They selfishly make decisions to stroke their personal egos, enrich their bank accounts and advance their personal careers and the careers of their minions.

Let us discuss the decision making practices of many managers when selecting candidates for hire or promotion as an example of this behavior. There are four perspectives and the company may be last. The four perspectives are:

• Personal
• Protégé
• Team
• Organization

Personal

The personal perspective is highly visible in selecting talent. Manager’s with this dominant mode will hire and promote in their image. The candidate reminds them of themselves when they were that age. Also, they have attributes that remind them of someone they admire. Managers select people based on comfort, familiarity and personal identification. They can relate to the attributes shared in common. They feel the person has the potential to do well and they may personally receive accolades for hiring / promoting such a fine talent.

These opportunities are often blatant examples of nepotism because these individuals are in the same club, group, fraternity, sorority or ethnic or racial group. The person is elevated in stature due to an affiliation of some sorts. The candidate presumably has the qualifications, but affiliation or identification on some level compels them to advocate their candidacy.

The idea of reciprocity comes to mind. Someday the person may repay the favor and help them in some manner. The manager may offer the job to a friend of a friend or the referral of a very important person. The concept is to place the job in the hands of someone who owes them and may pay dividends in the future. There is hope that someone will be grateful for this act of generosity and show their gratitude at the appropriate moment with the appropriate stipend.

The personal focus of this perspective is also evident in their daily practices. A person gains accolades for developing a new program. Mind you, a recently introduced program was not given an adequate chance to work. They therefore, convinced the company to make a make a large financial investment in their new program. They do not want credit for implementing someone’s program, so they develop their own. If this happens frequently, it does not allow the company to establish their brand identity due to the revolving door of new managers with new programs to fit their personal agendas.

The perceived personal benefit is the driving force behind their actions. The manager in this mindset is hiring for personal gain, image and reputation. They are executing their job with a short term personal focus on their career. They will duplicate expenditures; make poor decisions and institute practices that may actually cost the company more money, time and resources.

Protégé

People immersed in the protégé mindset are influenced by what is best for the candidate, rather than the company. These candidates may be worthy people, with a compelling story. The manager feels an obligation to help them complete their story, by making the path easier or more open for them. The manager wants to accelerate the person’s learning curve, but the effect may be catastrophic for the corporate culture.

People are placed on a fast track program. They are placed on a short term basis in a series of departments to give them exposure to the company quickly. This allows the person to check off a box that they have experience in various disciplines. The concept makes sense, but they are never in one department long enough to fully understand how it works. Additionally, they are not there long enough to have an impact on the business and to make a significant contribution. They are viewed as lame ducks or worse, someone passing through on their way to the top with an opportunity reserved for a select few.

The protégé mindset espouses that potential will eventually lead to qualifications, but there is collateral damage when following this approach.

In this category, someone may get a job because of who they know, influence plays a role in their hiring or promotion. Patronage and favoritism are focused on the person who may become the protégé.

When there are problems with the protégé, the hiring managers becomes protective, since they are responsible for the hire. They take it personally and defend the new person. They are prone to ignore criticism, justify the poor performance by blaming others and circumstances. They will castigate the messengers who bring bad news about poor performance, regarding their hiring / promotional choice.

The protégé mindset is replete with hiring friends and family members. The CEO of a Charter School was reprimanded when they found many of his family members on the company payroll in key positions. City governments are notorious for this practice.

Managing Up – Part 2 (The Manager’s Perspective)

March 12, 2013 ~ Orlando Ceaser

Managers can recount individuals and situations where they felt employees did an excellent job of managing up. The person did not seem manipulative, arrogant or self-centered regarding their career. They demonstrated many of the attributes mentioned earlier in the “Do” category and did not participate in the “Don’t” area at all. Many times they shared similar interests, but were not clones or mini me’s from the Austin Powers movie. They direct reports contained some of the following qualities;

Brought something intriguing to the table, with special qualities or contributions
Provided information about the job, concerning the workplace and on the industry
Reliable and could be counted on to follow through on assignments
Performed their jobs well, exceeding expectations
Took an interest in the manager’s job
Make the manager and the team look good, drawing rave reviews from many in senior leadership
Authentic in their approach to the job and their clients
Could be trusted to tell the truth regardless of the consequence

The manager is the manager because they like to get things accomplished. They are aware that some people are inauthentic in relating to them. Because the manager has input into hiring, performance reviews, compensation and terminations, employees tend to be guarded even when they have an open door policy. Many employees genuinely stated their opinions and intentions, whereas others are playing games, telling a manager what they think they want to hear, to win praise and recognition.

The Know System™ for decision-making was featured in the book, The Isle of Knowledge (available on http://www.amazon.com). The Isle of Knowledge is a fable set in the South Pacific with the hero on a journey of enlightenment, to better decisions. He is mesmerized by the journey and the inhabitants on his quest to ask the right questions to make better decisions. The Isle of Knowledge contains a methodology to help people manage up in an easy to follow series of questions.

The Know System is based on the word Know. If you use the four letters in the word Know you will have a system to gather information. Take out a sheet of paper or your computer, smart phone or tablet. Write Know at the top of the page or screen. Begin writing the words that come to mind. Be generous with the rules, but only use the letters from Know. You will arrive at the following words that are useful for this exercise;

Know, Won, Now, No, On, Own, OK, Ow, Wo, Wok, KO

Know

A skillful employee will start off asking questions to learn about themselves (self-awareness) and their manager. What do they know and what do they need to know? They may use Who, What, Where, Why, When and How to gather the information they need on personal and manager goals, values and interests. Who can give them information on the manager when they are conducting their interviews to learn about the manager’s habits and history?

Won

Self awareness will give them their goals and objectives. If they managed up effectively, what would their world look like? How would they feel, what would they gain from it? How can they make it a win / win where the individual and manager’s goals are reached?

Now

What are they doing now to manage up? Are their techniques the right ones? Are their techniques consistent with their goals? Are there aspects of their performance and personality that are forming a barrier? Are they operating with the right priorities and set of objectives?

We recognize there are some things they must remove from their activity list. They must say ‘No” to some things. They cannot say yes to everything and reach their goals. They may reach burnout unless guidelines are put in place. There are sections that are frowned upon by your manager; you may feel it is advantageous to be on the same wavelength. There are procedures you have said yes to that requires a change of heart and direction.

You must be on at all times. Authenticity is required as we stated earlier, but you must also be persistent and consistent. When you are on message, on target and on fire, you create a barrier to ward off those elements that try to distract you. There are negative people who will try to bring you down as well as your manager; you need to make sure you don’t inadvertently toss your manager under the bus.

Own

You will be held accountable for your actions. You are responsible for your career and your daily performance. The relationship with the manager is largely up to you. If you adopt this mindset, you will take the necessary steps to make it a success.

OK, Ow & Wo

If you are doing a poor job at managing up, this Ok performance is not satisfactory in the long-term. Jim Collins in his book Good to Great said “Good is the enemy of excellence.’ If good is the enemy, Ok cannot be far behind. The only time Ok is satisfactory is on a checklist. If you have a list of the areas you want to cover, to manage up effectively, OK will work marvelously, as a confirmation that an item is completed.

Ow is the sound we make when we are in pain. Sometimes pain says we are doing the wrong thing or we are doing the thing wrong. Pain also is the discomfort we go through anytime we do something different or we change. Some of the strategies in managing up maybe new and difficult and the awkward nature may seem painful. Soon they will be a part of your repertoire and beneficial in helping you manage up.

Wo is the sound you hear when people want to slow down a horse. This can apply to us, if we are going too fast, implementing too many techniques. You may need to reduce the list to a manageable number of actions and only add when you mastered a few at a time.

Wok

Sometimes you have to stir things up a bit when you institute variety and change. Just because you have always acted a certain way does not mean that you always have to act that way. Variety is the spice of life and makes flexibility a breath of fresh air. Innovative techniques are ways to endear you to a manager and become an indispensable part of her inner circle.

If you are not successful at managing up, it is safe to say, your failure could knock you out of the running for whatever goal you want to accomplish.

Managing up is a skill set that is built on relationships and high performance. You may institute many of these practices and still not be invited into the manager’s inner circle. You may try them and the relationship with your manager is still distant and cold, but it is your responsibility to make every effort to make this work. The manager has a lot of power and influence over many aspects of your career. You can make a difference in showing them you are an indispensable member of the team, who rallies to make them look good, has their back and able to help them achieve their goals and objectives.

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Managing Up – Part 1

March 6, 2013 ~ Orlando Ceaser

Managing up can mean different things to different people. One may view it as a set of techniques and strategies to allow a subordinate to survive when working for a difficult supervisor. Another may see it as a means to harmonize actions with the person you are reporting to in order to pave a smooth road to more money and a promotion. Still others may see it as manipulation or performance acting in order to achieve a personal objective. Whatever your point of view the general consensus is there is a need to work with your manager in order to improve the climate in your work place and achieve personal and organizational goals.

I will draw largely from many years of reporting to a variety of managers. The techniques mentioned will be some that I’ve used personally or observed used masterfully by others. I will also refer to the literature around management and leading, ultimately providing the perspective of a person reporting to a manager and the viewpoint of a manager receiving the strategies.

Articles written on the topic of managing up, advise employees to first understand their personal motives and objectives. A high level of emotional intelligence through greater self-awareness, let’s you know what you wish to gain from a relationship with a supervisor. These may be a variation on rewards and recognitions to include, increased compensation, promotional opportunities or simply survival goals. It is also helpful in designing strategies to work with your boss. This analysis also exposes the non-negotiable, things you will not give up to succeed in a manager / employee relationship. You need to know what is in it for you or what you need to acquire to make it worth the time spent. The personal drivers of your behavior will become clear to you during this time of reflection. It is important to be genuine, transparent and honest with yourself.

Secondly, you must determine the goals and objectives of your manager. If the boss is a perfectionist, give her what she wants. She needs to deal with different styles, but you may not have the rank or credibility to change her. Managers have different management and personality styles. You need to know if they are autocratic, where they believe all objectives should come from the top of the organization or participatory where teams are emphasized. They may also be consultative, persuasive, decorative or laissez-fare. The management style will give you insight into how they will run their slice of the organization. A review or management style literature contains definitions of the styles and how to work effectively within them.

Managers leave a corporate footprint within their organizations. There will be evidence everywhere on their trials and tribulations, conquests, contributions and celebrations of achievement. The information is present within the company history and you will find it by indulging in research or investigative reporting. This research will involve interviews and asking the right questions.

These interviews may start as early as your pre-employment interview or the job interview prior to the promotion. You want to determine what drives the manager, what makes them tick and what ticks them off. You want to know their philosophies, values, ambitions and thoughts around teamwork and individual achievement, so you can see if their goals mesh with your work ethic. What are the manager’s views about performance and how it is rewarded or punished? You want to know what excellence looks like to them, their work habits and decision-making strategies. Do they involve their team in decision-making? Do they value those who come to them with solutions rather than problems to be solved? The manager has a track record as clear as footsteps in the snow; you want to know as much as possible, so you don’t make mistakes when managing your career while managing up.

The interviews should involve direct conversations with the manager, but also input should be solicited from others who have worked for her. A talk with their peers and others within the company will be helpful. You ultimately want to build a bridge with your performance to get you from where you are to where you want to be. If you are currently working for the manager you should have much of this information, but are you using it to your advantage? Here are a few do’s and don’ts that may be helpful for you.

Do’s

Perform your job with excellence
Make the manager look good
Determine values, philosophies and pet peeves
Avoid conflict unless the manager thrives on it to test your mettle
Keep them informed about matters involving their area
Have their back, protect them and cover their blind side
Maintain confidentiality of key events that occur in your area
Become an invaluable asset – indispensable

The first step in managing up is to do your own job with excellence, within the parameters of corporate policy and professionalism. Know your job and do your job. Know your boss and do your best to make them look good. The manager’s job can be one of the loneliest jobs in the company. The higher they rise in an organization, the more this statement applies. If you become a valued asset to the manager, this will enable you to manage up more effectively. Rosanne Badowski, co-author of Managing Up: How to forge an effective relationship with those above you says that your boss wants you to “go above and beyond your tasks assigned to you so that you can enhance your manager’s work.” Penelope Trunk in the November 2006 issue of Managing Up said, “Helping your manager makes you a greater asset and will make you more competitive for a promotion – managing up is a “help me help you” type of role, and it can certainly work in your favor.”

If you are focused on continuous improvement, the manager will be impressed by your dedication. They may welcome you taking on additional responsibility by showing yourself worthy to handle the increased workload. This distribution of responsibilities will give you insight into their job, which could be helpful as you move up the company ladder. The manager may be open to mentoring and offering career advice to help you navigate the competitive waters of your industry or organization.

Don’t

Compete with your manager – a victory is a defeat
Make your manager look bad, incompetent, foolish or ridiculous
Hang your manager out to dry by failing to keep them in the loop
Embarrass the company and subsequently the manager
Gossip, complain or speak ill of the manager to peers or others in management

There may be times when you may feel your boss is threatened by your presence and performance. You may catch the eye of senior leaders and your boss may feel you are the heir apparent to their job. This is a very delicate situation and you must do everything in your power to ensure that she can trust you and have your loyalty. Even if you are better than your boss in a certain area, do not rub their nose in it. Become a resource for your supervisor and use humility, offering your skill set for the benefit of the entire team. You must resist the temptation to go over their head, even when the senior leader gives you permission. Discuss this matter with your boss and ask for advice on how to handle. If you do not feel comfortable with this approach, consult your mentor or trusted advisor or alternative strategies.

Guard against setting up an adversarial relationship with your boss. A manager gained a reputation of being well-connected due to his many company relocations. This caused a problem with him and his director. The Director was the type who wanted to have access to all information. One day the manager mentioned in a meeting that he had copies of information the Director desired. The Director was furious and challenged him to disclose the person who sent him the files. When the manager surrendered the name, the Director replied, “So that’s your source of information in the Home Office.” The manager filled with ego, naively replied, “One of my sources of information.” When the words left his mouth, he said, he knew he had made a mistake. He worked from that instance to correct this error in judgment.

Next installment

Managing Up – Part 2

The Manager’s Perspective

Due to be posted March 12, 2013

Working your way out of a promotion

February 26, 2013 ~ Orlando Ceaser

He was a tireless worker, delivering results above and beyond the call of duty. He was one of the top sales people; a legend in the sales organization. He boasted about the number of hours spent on the job and the number of customer calls made. He wanted to impress management with his work ethic, unyielding dedication to the job and the company. However, his managers were arriving at a startling conclusion. Whereas, they marveled at his drive, stamina and dedication, they were worried about his self-imposed workload; they could not risk promoting him to be a manager.

Jack thought he was impressing people in power, but he was sabotaging his career. Managers speak about greater production and engagement. He had both of these attributes at very high levels. Prevailing wisdom said, “There is no way we can make him a manager. He would expect others to work as hard as he does. He would kill people or chase them away.”

The management team also thought that it would be hard to replace his production. He was performing the work of two people. He was inadvertently destined to become an “individual contributor,” for as long as he was an employee. The individual contributor label made it virtually impossible for him to shed for it meant he was not seen as management material. Jack was ambitious. This moniker was devastating to him. He tried several tactics to change the reputation he had earned. His strategy was to model his behavior after other hard-working superstars. He had to answer questions, “What was hard work?” and “What was excessive?”

In today’s marketplace, he would not stand out as much, because everyone is being asked to do more with less and to allow their job to encroach upon their personal space. Nonetheless, people are still being denied promotions because of an excessive work ethic and perceived lack of flexibility. The advice received by Jack and others like him can be useful for workaholics and other ambitious employees.

Work / life balance

Convey a balanced life when discussing your home life while at work. If it is appropriate to talk about personal matters, you can disclose information about family activities. Discussion about involvement in school functions or the athletic pursuits of your family are fair game. Information about your hobbies and weekend recreation, as well as religious and community involvement shows you are a well-rounded person. If you are single, you can still demonstrate your interests in extra-work activities, to project someone who is more than an employee.

Employers want people who are dedicated and engaged on the job, but they also want people who have full lives, because in the end they make more productive employees.

Leadership

Individual contributors can demonstrate their leadership skills through their social interactions and civic duties. Discussing these matters at work gives you a chance to showcase leadership skills and instincts. Consulting with your managers about managerial scenarios in your church, associations or civic work can help people become comfortable with your work ethic and empathy for others. You can discuss leadership books and online programs and ask to attend seminars on your own time to project your interest.

Additionally, you may find it prudent to divert some of the effort and energy into projects outside of work to give you a greater sense of purpose and significance. Volunteer activities are useful on your internal and external resume. They also help you expand your social and professional network.

Candid Career Conversations

Career discussions with your manager and mentors will uncover instances of over powering your management with tales of sacrifice to complete a task. It may be wise to tone down some of the stories about late night projects and spending weekends to over produce. The time stamp on e-mail messages may also signal working at unreasonable hours. Allow your record to speak for itself. Even though you may be a workaholic, you do not want to brag about it. People have been known to think, “Why won’t he get a life?” “The job is all he has.” “She doesn’t have a family, so she can afford to give all of her time to work.”

A powerful work ethic is desired in an employee. Management strives to fill their teams with individuals matching this profile. However, you do not want to stunt your career growth because you represent an image that causes your managers to believe you would subject everyone to draconian, unrealistic and unrelenting standards in performing their jobs. They fear you will chase employees away and damage the morale and engagement levels of whatever team you are assigned to manage. If you do not address these concerns, you may not fulfill your career objectives to achieve a management position.

8 Ways to Rebound and Get the Next Job

November 12, 2012 ~ Orlando Ceaser

You were just given the news. The boss called you into their office or you received a telephone call. Someone else was given the job you wanted. How will you handle the disappointment?

Much has been written about getting the right job. There are books, seminars and counselors who specialize in helping you attain the job of your dreams. This article will focus on what to do immediately after the event.

Your reaction to bad news may surprise you, especially if you did not consider not getting the job. This became clear in our Presidential elections. The objective is to prepare for getting the job, but you should have a Plan B or Plan C, just in case the unthinkable happens.

It is important to anticipate bad news and respond with professionalism. How you respond may put you in a better position to land the next job. Many times the way you handle disappointment will demonstrate your character and impress someone enough to keep you in mind for another assignment.

1. Ask for specific feedback

If you are to be more competitive in the next interview you need constructive feedback. This feedback should be able to be converted into goals. Ask for more tangible feedback than, “You did a good job.” “Just hang in there” and “Something will come your way, it is a matter of time.”

Many people are reluctant to give solid feedback because they are afraid of being sued or causing ill will by hurting someone’s feelings. They do a grave disservice to the applicant if they have specific information and decide not to give it. Additionally, some people may not have developed the expertise to give quality feedback. You will have to press them for specifics and guide them by asking for feedback is specific areas with specific examples.

2. Be open to the truth

If you ask a question you must be able to live with the answer. Feedback that is factual and delivered in a truthful and caring manner is invaluable to your growth and development. Jack Nicholson in the movie A Few Good Men hurls the phrase while under cross-examination that “you can’t handle the truth.” This must not apply to you. Self-examination and honest introspection may help you anticipate the words of the interviewer. Sincere feedback must be accepted graciously and implemented. It must not be viewed as vicious criticism given in a defensive environment.

3. Search for reasons you can control

Be careful not to rush to or land on a reason that you can’t control. There is nothing worse than being denied a job and feeling helpless to improve your chances. Be patient and don’t rush to play the age card, race card or the gender card or any other card that you can’t change. If you are denied a job because of discrimination you have a right to pursue legal recourse, but let’s not rush to that assumption when there are other reasons that may preclude you from getting the job.

4. Be open to growth assignments

Do not be so narrow in your perspectives that you eliminate other assignments that could strengthen your portfolio and therefore your chances of getting your desired job. Oftentimes, companies may not want to take a risk on a candidate, but if that person has a breadth of experience in other jobs, it minimizes the risk. Another advantage of additional assignments is that they increase your knowledge of the company and increases the number of people who can validate the quality of your work.

Analyze other assignments not from the viewpoint of can you do them, but what can they do for your future. It may be just the job you need to convince management that you have what it takes to get the job you want.

5. Increase your contacts through networking

People rise in their careers in part, due to the number of people familiar with my work. In many conference rooms across the nation succession planning committees gather to determine who will move up the corporate ladder. The more votes you have around the table, the better your chances for advancement. Contacts made at company functions or industry meetings may be invaluable. Inter – departmental teams are an excellent place to volunteer because in today’s matrix organization you need to learn to work with others who may not be reporting to you. There are networking events on social media sites and organizations you can join to help you meet people who may become helpful in your career.

6. Don’t make impulsive decisions and burn bridges

Control your emotions. Don’t make a hasty decision to quit or say something destructive. You must thoroughly analyze your situation. There is an abundance of quality talent on the open market. As with any relationship, take the time to reflect on what transpired.

A rash decision may hamper career development. If it doesn’t work out, rather than stay to work on their skills, people leave and go to another company. They may get more money, which makes their decision look good. However, if there is any area needing improvement, it really should be addressed as soon as possible or it will come back to haunt them, as history repeats itself.

The worst time to look for a job is when you are upset. Your judgment may be impaired. You may strike out with an I-will-show-them attitude and not evaluate all of the particulars of the new offer. As in a relationship, you should not evaluate options when you are angry or disappointed. You do not want to look back regretting an employment decision made without the benefit of a reasonable cooling-off period.

The corporate world is shrinking. One cannot afford to leave under bad conditions, because the bad blood shown to an employer can come back to haunt you.

7. Accept losing to a better candidate

Sometimes the level of competition is so steep that management is in the enviable position of having more talent than it can use. This is no consolation for someone who has worked hard for the job, but it is a fact of life. The timing may not have been right or someone had a better relationship with the decision maker, which served as the tiebreaker. There is also the possibility that you had a bad interview. An interview is like an audition. Academy Award winners and those possessing a Tony Award for the stage have lost out on key roles because they had a bad audition. You may do your best and still not get the job. The important take away is that you did your best. It is important to accumulate a variety of experiences and interests, because you never know what will be the tiebreaker in intense interviewing scenarios. You will be the better candidate in the next round of interviews.

8. Model the right behavior

Your employer is not the only person observing your behavior. Colleagues and others within the organization will want to know how you handle the pressure of not gaining an assignment. This is a perfect opportunity to model the characteristics of a team player and someone patiently awaiting an opportunity by striving to improve every aspect of their performance – a model not a martyr. If you are persistently passed over with little or no feedback or receive insincere contradictory commentary, you may have to make a decision to go where they may appreciate your talents.

Accepting bad news is never easy. We don’t like rejection. This fact is wired into our genes. There are factors in acquiring a job that may be beyond your control and the timing may not be right. You should, however, do everything within your power to ensure that you are ready for interviews, from the standpoint of skills and experience. If you do not get the job, the answer may not be “no,” it may be read as “not now.” The moments immediately after this discovery may lead you toward landing the job that you really want.