6 Ways to Cope with Irreconcilable Differences at Work

April 1, 2014 ~ Orlando Ceaser

There are relationships where both parties decide that it is pointless to continue. They do not and probably will not ever understand each other. They are constantly in a state of disagreement whether verbalized or not. Some type of discontinuance, whether separation or divorce is contemplated to dissolve their partnership. They have reached the boiling point of irreconcilable differences.

There are similar circumstances on the job. There is a cold, but cordial work environment. The job may even be hostile, intimidating and dead end without opportunities for advancement. People cannot get along with their coworkers or their supervisor. The tension in the air becomes unbearable but resignation is out of the question. Quitting for a variety of reasons would not be in their best interests. The economy is treacherous and finding a new job is risky. They have a family to feed and financial obligations.

Let’s bring the situation closer to home and make it more relevant. Your manager may be a jerk. She is making life unbearable. She cannot get rid of you because you are doing your job and have not broken any laws. She would rather have her person working in your position. She cannot remove you for fear of a lawsuit.
Additionally, you may have a skill set that the organization values and the manager cannot afford to get rid of you, but you no longer find the job challenging. You want to be promoted to another position, but they cannot see you doing any job other than your current assignment. You are stuck in corporate cement as opposed to career quick sand.
You are at an impasse. You can’t live with her and you can’t live without her. You have to cope with irreconcilable differences.

A manager for a small company inherited an employee who was a powerful, persuasive salesperson, but ultimately could be a liability to the organization. Management loved this individual and viewed him as a sales representative for life. However, the sales person had aspirations to be promoted. The more he was held to corporate standards, the more frustrated he became. One day in frustration, he stood up in a restaurant, pointed his finger at his boss and said these words; “I understand that you don’t like me and have never liked. If it was up to you I would’ve never been hired. If we can’t get along, we might as well get it on” (a reference to physical confrontation). The rep was at his wits end and surely felt he was coping with irreconcilable differences.

How do you cope with irreconcilable differences, when you cannot walk away from the job? What do you do when you have no place to go and are unable to leave your position? You must first acknowledge that the situation is toxic. A negative state of mind could damage your health and other areas of your life. Conduct an accurate assessment of your performance and career aspirations. Recognize that you may have played a small role in the bad relationship. The six tactics below may help you cope with irreconcilable differences at work. You may wish to debate these suggestions with co-workers and friends in order to arrive at a strategy that will work for you.

1. Make the most of the situation
2. Work hard and try to get transferred?
3. Work hard and try to get your boss transferred?
4. Seek counseling through the Human Resources Department
5. Recruit advocates – mentors, coaches or allies
6. Schedule a meeting with your boss

Make the most of the situation

This is generally seen as a grin and bears it approach. This does not necessarily mean for you to suffer in silence. You may look on the brighter side of things, such as being grateful that you have a job. You may display a positive attitude and devote yourself to the quality and quantity of work needed to excel. Through this entire process you must throw yourself into doing your best work, although you may not be fully engaged.

Beware of persistent anger. If you are constantly angry, you may develop ulcers, headaches and an overall feeling of grumpiness at work and at home. People around you will suffer with you; work performance will be stunted by your low level of engagement, because you are not happy. You can be patient and tolerate your plight. Your boss may leave the department through resignation, termination or promotion.

Work hard and try to get transferred

People have been known to put their nose and shoulder to the grindstone in hopes of working their way out of their circumstances. The prevailing philosophy is to work as hard as you can and be rewarded for your diligence and discipline. This strategy can work, unless your manager is working to undermine and missed represent your effectiveness. You can be driven to succeed, even in a toxic environment when you are growing your skills and working toward a goal.

Another manager, through networking with other departments, may request your services. They may become aware of new skills you required. Obtaining additional education and training may work in your favor and increase your value in the eyes of others.

Work hard and try to get your boss transferred

The same methods used above may catapult your manager into a new position. You may breathe a sigh of relief, but if the underlying problems have not been solved, this individual can harm your career aspirations from a distance. If there are misunderstandings that need to be addressed, you may have to face them courageously alone or have a trusted mentor intercede on your behalf. It may seem insincere, but you may have to act as if things are not as bad as they are, in order to survive. You may have to use your acting skills to minimize friction and give the illusion of a harmonious working relationship.

Seek counseling through Human Resources

Many people are reluctant to go to the Human Resources Department to complain about their manager or the environment on their team. They fear HR is working as the right arm of leadership and will sabotage their employment. Some companies have an Ombudsman who is present to hear employee complaints, which makes disclosure easier. If individual courage is viewed as foolhardy, the power of a group may be necessary to add additional credibility to your complaints. This is often the last resort when the person feels they cannot take it any longer; when the benefit outweighs the risks.

You have heard manager say,” you don’t have to like me or love me, but you must get the job done.” The same applies. Your manager or coworkers do not have to like you or love you but they must respect you, as you get the job done.

Recruit advocates – mentors, coaches or allies

You may have a mentor, coach or ally on speed dial or retainer to help you plan your strategy for coping with a manager who is out of control. They can advise you on the next steps take in dealing with your predicament. If the manager goes beyond acceptable rules and regulations, they can advise you on the approach to HR. They may also be helpful in calming you down and allowing you to see your role in any of the difficulties. It is always good to have consultants to bounce ideas off of to learn from their seasoned perspective.
You may have a trusted friend in higher places who can hear your tales of woe and help craft a strategy to make your life easier. They may talk to the guilty offending party or help you get reassigned.

Schedule a meeting with your boss

You can call a meeting to discuss your feelings and job performance. This will enable you to clear the air of all misunderstandings, so that your boss knows how you feel. Ask for their assistance in helping you achieve your goals for the betterment of the organization. Solicit feedback on the things you can do better to help them in their job.

If you try this approach before and it did not work, be careful. If you heard others try the same tactic and suffered, scratch this suggestion from your list.
A good leader would take your information and check the perceptions of others in your group. The appropriate corrective actions will strengthen the leader’s ability to achieve personal and team objectives.

It is important to strengthen the relationships with people at work. Invariably, difficult relationships will exist in the workplace. You may have to address the problem head-on, because walking away may not be an option. As uncomfortable as it may seem, coping with irreconcilable differences may be the only course of action.

Success despite Misfortune tellers and Prophets of doom

March 17, 2014 ~ Orlando Ceaser

You may not have experienced this personally, but you have heard people say they lack confidence because people verbally doubted their ability. Their abilities and value were challenged at an early age. They would never accomplish something. When they were older, they were told they were not qualified to do something or lacked the capacity or skill to achieve an objective. Their failure would be due to their socio-economic status, background, gender, race, culture, appearance or interests. These individuals were devastated and believed the negative remarks, hook line and sinker.

You may share my curiosity about people who go out of their way to predict a negative future about someone. They will not hesitate to tell a person that they will never earn a college degree, get into a particular college or program, and achieve a dream or a job, because of a limited vision of an individual’s potential. These misfortune tellers will frequently volunteer their assessment of a friends potential, as if it was a foregone conclusion. People are told that they will never be a leader, were not bright enough, tall enough, thin enough or good-looking enough to make it in this world.

I walked into a room of new district managers after a merger. I was struck by the number of individuals present who were never supposed to be promoted. They wore the label of being unfit for management from their previous organization. Hell was to freeze over before some of them became managers. I looked around the room and arrived at the conclusion that the weather forecast for hell called for an ice storm of momentous proportions.

We look at these negative prognosticators, misfortune tellers, prophets of doom and dream killers, and wonder;

• Are they clairvoyant, bona fide, certified Palm readers?
• What is their success rate or track record of predicting events?
• Are they famous because of their success with the lottery, betting on horses or investing in the stock market?
• Do they have the best grades in school?
• Are they the highest performers on the job?
• Are they independently wealthy because of their ability to select winners?

The absence of such data, should disqualify people from seeing into your future and making judgments on what you can or will not be able to do. Why should we listen to these questionable, nonsensical projections without proof of their credibility? We seldom subject people to this kind of questioning. We take their word and grant them the influence to affect our lives. I wonder how they would answer these questions. A

Personal achievement and productivity in many segments of our lives are influenced by what people have said about us. The words of misfortune tellers have stunted the professional and personal growth of countless individuals. The words are devastating, but we give them added power by believing the words must be true. This belief increases the predictive power of words uttered by people who are mean-spirited enough to attack our dreams without offering any constructive criticism to help us grow. Their motives should disqualify them for conflict of interest. It may not be that they believed we would, but they wanted us to fail. Somehow our success might make them look bad, as they take it personally.

We have to be careful around misfortune tellers, prophets of doom and dream killers. Words have power and should not be used to predict a negative future unless they are used to instruct someone in a positive manner. Granted, some people may have unrealistic expectations of their potential and you may feel it necessary to bring them down to reality. This can be accomplished in a positive manner by directing them to an area where you feel their strengths are more appropriate. This of course should be done if you have the right experience, skills and credentials. If you don’t feel someone can do something and it’s just your opinion, you must evaluate the reason for bursting their balloon. You may need to show wisdom by being silent and keeping your opinions to yourself.

The prophets of doom, live in the world of the worst case scenarios. They can be destructive if they only and always paint a picture of the worst case happening to you. Frequently, they point to personal characteristic or circumstance that you cannot overcome. They can depress you and cause you to give up trying, if they consistently fill your head with negative expectations.

The following chart should be helpful when faced with naysayers who are running around with sharp objects, leaping in the air to burst your balloons. The balloons represent your goals, dreams, positive intentions and lofty expectations.

If people say you can’t do something and you believe them, chances are you will prove them right. You will be discouraged and doubt your ability to go against their predictions. You give them the ability to influence personal perceptions and actions.

If someone says you can’t do something and you do not believe them, you will do everything within your power to prove them wrong. Their perception of you will drive you to higher levels of performance. You ask yourself, what gives them the right to say that about you, they don’t know you. You will show them how wrong they are about you.

If someone says you can do something and their belief is consistent with your perception, you will work in concert with their expectations. Your performance will more than likely be inspired, as you validate your personal convictions.

However, if someone says you can do something and you do not believe them, the result would be as if they said you couldn’t do it. Your lack of confidence and weak belief in yourself would undermine your success. There are instances when someone’s belief in you is greater than your belief in yourself. If they are persistent, you may eventually see what they see in you. It is important for you to keep an open mind and consider them a good judge of character. It is very difficult to achieve something if you do not believe it is possible. If you cannot see yourself performing in a certain role, it is difficult to achieve it or succeed in it.

Your belief system is a central part of performing to meet your expectations. There may be instances where outside forces will try to derail your progress, but a healthy self image, positive encouragement from others and a persistent drive to excel, will work to your advantage. In a competitive world where misfortune tellers, prophets of doom and dream killers work to stifle your achievement, you must be vigilant in growing skills, protecting and projecting confidence in your abilities.

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?

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.

Reputation – Working Capital in a Successful Life

September 16, 2013 ~ Orlando Ceaser

Have you ever heard the phrase,” You are nothing like I expected,” or” You are nothing like I was told?” When you heard these questions, you probably received them with mixed emotions. They could indicate positive feelings about you or an underlying misconception or suspicion about your reputation. Why were they surprised?

If you’re like me, you try very hard to establish and protect your reputation. Your reputation is who you are, what you stand for and what you represent. Many times it goes before you and people say such things as,” Your reputation preceded you.” So it is critical that you do everything to keep your reputation pristine and positive.

Your reputation is like currency. It enables you to incur special favors and treatment, assignments, employment and business opportunities, the benefit of the doubt and information, power and influence. A poor reputation can also work against you and deprive you of many of the finer things in life. Reputation can affect what people think of you; a fine person they would like to work with or I wouldn’t work with them if they were the last person on Earth.

A Bad Reputation

A bad reputation, which could relate to a bad driving record, poor credit history or hard to work with, can haunt your work life. You may lose out on a job. Usually, losing out on a job may never be brought to your attention, but it does happen. Another tragedy is that there are times when a poor reputation, is not your fault. A director was asked to hire an assistant, who competed against her for her current job. She was initially reluctant. She had the usual concerns about this individual potentially sabotaging her agenda. But she was open to using the person’s skills to improve the overall department. She also felt that she could groom the individual to one day take her job or a similar assignment. She accepted it as a good a challenge.

Shortly after the person joined her department, she began hearing negative comments from members of the team about some of his remarks. He was undermining her authority. He secretly questioned her decisions and even went as far as to sabotage some of the marketing projects. Additionally, he was personally connected to other directors and began to influence their perceptions of her. He told them she was lazy, incompetent and ineffective, that she was in a job that was over her head. They believed him because he knew marketing and worked closely with her every day. He was eventually reassigned, but the damage had already been done to her reputation. He wanted her out of the job, so he could take her place. He could not beat her in the interview, but he was committed to poisoning her reputation.

Survey your people. Could any of them one day do your job? Assess their talent and interest and dedicate yourself to ensuring they will be ready for future promotions. The right person will be patient and welcoming your assistance and advocacy. The wrong person may try to sabotage your efforts, so do not be naïve. Prepare for any signs of betrayal, such as silent insidious insubordination, in word or deed. People will come to you in confidence. Take well meaning comments seriously, especially if they are warning you about passive aggressive behavior that is being used to discredit your reputation.

A positive reputation is crucial in validating who you are. It is a reflection of your life’s work and therefore should be guarded as you would your bank account or investment portfolio. The concept of acting above and beyond reproach is necessary to support your reputation. This should be done to establish a history of consistency. You must not cut corners where integrity is concerned. You don’t want anyone to doubt your character.

While you are working hard to protect your reputation, bear in mind, there may be individuals trying to give you a bad name. There are detractors or haters, determined to bring you down and remove you from competing with them for a current or future assignment.

A candidate was almost denied employment because his previous employer misrepresented his reputation during a reference check. The new company was so impressed with him in the interview that they allowed him an opportunity to address the malicious accusations lodged against him. He told his version of the story to address the example his employer had given, which were completely taken out of context. He also supplied the names of the zone manager and director of sales who spoke very highly of the candidate. They even went as far as to discredit his supervisor, which enabled him to get the job. This doesn’t usually happen, but the reputation of the candidate came through loudly and clearly in the interview and in the comments from the zone manager and the director of sales.

A manager was astonished to find out that an employee was interviewing his people, in an effort to gather negative information about him. She was planning to file a lawsuit against her manager. She wanted to prove that the organization tolerated bad behavior on the part of its managers. Since the manager’s reputation was beyond reproach, she failed in her efforts to link him to her lawsuit.

Failing to pay attention to integrity and your reputation is a very costly enterprise. A poor reputation may literally cost you thousands of dollars in lost promotions, salary increases, bonuses, key relationships and important clients. You must do everything in your power to keep your reputation positive and of the highest caliber. This involves monitoring and managing your personal and professional image. Just as there are agencies to monitor your credit and issue credit reports, you must find a way to monitor your reputation. You must set up a process, a mechanism or system to collect image data on yourself. There are a few simple techniques you should consider. You have heard them before and they should be repeated because repetition reinforces learning.

Reputation Feedback

Select a few trusted advisors to give you feedback on your character, image, personal and professional leadership. These all add up to your reputation, as you know it. You should gather information the old fashioned way by asking questions in a questionnaire, on the telephone, in a meeting or over a meal. Consider using the following questions.

• Do you feel I am listening to you?
• Do you feel I am treating you and others fairly?
• Have you heard anything that should be brought to my attention?
• What are things I need to change to make things better for you?
• Is there any dissent that has surfaced among your team members?
• What can I do to make you feel a greater part of the team?
• Are my actions in line with my stated values and intentions and your expectations?

Ask different people about the word on the street about you. What are people saying? What have they heard about you? If your company conducts employee surveys, they may drill down to your level to give you feedback. If this is the case, reputation information will be provided to you. If your company provides customer surveys which allow the customer to give data on the company and its representatives, you may get reputation data in this manner. Customer surveys give the perception information which contributes to the corporate image, your personal image and reputation.

360° feedback instruments are available to alert managers to how they are perceived by their people. Climate studies can also be conducted to assess the environment within a team or organization. Personally, you should always be aware of your actions because they are registered somewhere in the hearts and minds of those around you. The collection of your actions will shape your reputation and place you in high esteem or doom you to suffer dire consequences.

• The old adage of “ your word is your bond” should have meaning in your life, as you follow through on your obligations
• Treat people the way you want to be treated
• Remember you are an employee of the company and are always on duty
• Always model the company’s values
• Do not do anything that you would not like to see as a headline in the media
• Cultivate a number of trusted individuals who will advise you on matters that may affect your career
• In personnel matters, preserve the individual’s self esteem
• Cultivate advocate who will defend your reputation and alert you to any assaults on your character

You can bolster your character, image and reputation by sticking to these cardinal principles.

Leadership and the Ozone Layer – Getting business results without the heat

July 12, 2013 ~ Orlando Ceaser

Managers often talk about the heat generated in many organizations by their superiors. A solar fire storm comes down from on high, whenever Senior Leaders are dissatisfied with results. These measures vary within companies, but usually relate to financial outcomes. When pressured, these leaders want immediate improvement. Their words may be indelicate with crude language and their words and demeanor may be threatening. This intimidating method of getting higher performance has been successful in the past and is a knee jerk reaction to falling profits.

Employees of these fire wielding executives need an ozone layer, like the one that circles the Earth. Science classes from the past and the current discussions on climate change make us aware of the ozone layer. The American Heritage Science dictionary defines it as “A region of the upper atmosphere containing relatively high levels of ozone, located mostly within the stratosphere. It absorbs large amounts of solar ultraviolet radiation, preventing it from reaching the Earth’s surface.” It is essentially a protective layer that prevents the full burst of the sun’s rays from striking the Earth. The earth’s ozone layer does not filter out all of the heat, just the harmful ultra violet rays.

The ozone layer in our context can also be described as a supportive culture that protects employees from intimidation and excessive pressure from people in authority. The ozone layer metaphor is useful in many areas of our lives, but we will use it in a business context.

Like the Earth’s ozone layer, a business ozone layer working effectively, can effectively protect the organizational culture and the results for which leadership is accountable. Middle managers jobs are based on their ability to implement strategy and tactics to achieve share holder and stake holder value. In organization where senior leaders employ an intimidating management style, their managers may be required to serve as the ozone layer for their people.

Managers as effective leaders must regulate the heat to see that if falls appropriately. They know their personnel and realize that some individuals in the organization may need a hole in this ozone layer to feel the additional heat. If they are not performing properly they cannot be pampered and allowed to give less than their best. Some people may need to be shocked into working at expected levels. This must be done in the context of a respectful workplace and honoring them without bullying, intimidation or harassment. There may be a window in the ozone layer to allow them to be excised from the organization, as skillfully as a surgical strike with a laser beam.

When the solar winds cascade down the leadership chain the Middle managers feel the full brunt of the energy surge. One manager recalls being told, “If you are not tough enough to get the job done, we will replace you with someone who will.” Threats are generally a part of the vocabulary of solar expectations. Fear is believed to be a potent motivator. For years we have learned that the KITA (Kick in the Ass) approach only works temporarily and the stick part of the “carrot and stick” approach also has limited sustainability. When people can leave an organization, they will leave if their current organization abuses these methods.

The middle managers know their people are hard working and that some of the shortfall in performance is a shared responsibility. Leaders and the rank and file may have under estimated the size of the challenge. It is therefore, a shared responsibility to fix the problem. Local leaders modify the threats in the message for they realize the negative effect it has on morale and productivity. They know from recent literature that positive expectations and clear focus will allow people to think better. What are needed are calm minds to solve the problems. These leaders therefore, form a force field around their people to shield and buffer them from a direct hit. They usually;

• Gather their teams together and explain the dire situation around performance
• Evaluate the current state to determine how they got there
• Brain storm ideas and establish a list of things they should stop or start doing
• Work to develop strategies and tactics to improve sales and financial performance
• Adjust the tone of the demands from Senior leadership, while developing solutions to address the concerns of upper management

The company achieves its objectives due to the passionate, insightful work of the managers and their teams. People recognize that they dodged a solar bullet and everything is fine until the next crisis.

When Senior Leadership sees the positive results; the reversal of negative trends, increased market share, they are pleased and complimentary. However, they are convinced that their firebombing directives caused the change. Senior leadership are prepared to reach for the flame thrower and use whatever draconian methods necessary to keep their organizations focused on reaching the results required to keep share holders happy. Therefore, with the next crisis they can be predicted to respond the same way, but with greater intensity.

A solution

If the practice of leaders in your organization is to respond the same way to every crisis, the objective should be to eliminate or minimize the number of crises. It is incumbent upon leaders to keep their teams always anticipating competitive and market pressures to prevent the initial crisis. Otherwise the fire drill will repeat itself and they may not be able to blunt the impact and consequences. This will require a change in mindset at all levels of the organization.

All leaders, including middle managers should control the area within their jurisdiction. They should;

• Ensure that their people exceed their stretch goals
• Conduct simulations and “What if” drills to anticipate competitive responses
• Develop a “What else” mindset directed toward other things they should do to tackle or prevent a problem. This mindset will also help generate and evaluate alternative solutions
• Monitor competitive activities
• Ensure that customers are steadily assessed and surveyed to determine their level of satisfaction
• Highly value customer service and customer surveillance as a high priority to provide the kind of market intelligence needed to make better decisions

Leadership needs to construct an environment of innovation and a culture that inspires people to give their best and offer solutions with fear of reprisal and ridicule. Trust and respect will go a long way toward eliminating a culture of fear and intimidation and ultimately produce the ideas and innovations needed to exceed objections.

The ozone layer should be a part of the corporate culture. This will prevent the untoward effects of leadership striking the panic button and forgetting everything they learned about motivating people and driving behavior. Or it will ensure that local measures are put in place to achieve the objectives of senior leaders without torching and scorching the very people responsible for correcting the problems and creating the solutions.

Motherhood and Leadership

May 12, 2013 ~ Orlando Ceaser

My early exposure to leadership principles came from my Mother. I would imagine that I am not alone. Usually we tend to think of leadership as a masculine trait, but the seeds of leadership in many homes were actually planted by the Mother.

Mother initiated our leadership education. She was the driving force behind our early physical, mental, educational and spiritual development. Mother planted the seeds of leadership by modeling behavior, holding us accountable, introducing us to new experiences, coaching and encouraging us, cultivating gifts and pushing us out of the nest to participate and get involved in our surroundings.

Mother allowed us to explore different activities to find our talents. We were creative around her and she celebrated our ingenuity. Many of us have memories of our Mom taking us to the park, shopping and various school and church programs. She was eager to compliment us when we did something well and quick to discipline us when we were out of line. She was so proud of us. By supporting our interests she identified our gifts and bolstered our confidence.

We were her team. The climate in her leadership environment allowed us to blossom as we outwardly and subliminally listened to the valuable messages. We were constantly infiltrated by leadership qualities that emerged as she navigated the parenting process.

1. Setting the vision for a possible future
2. Establishing values and beliefs
3. Providing direction, opportunities and resources
4. Encouragement and reinforcement
5. Discipline, feedback and developing healthy habits

1. Setting the vision for the future

We were told we could be anything we wanted to be. We were challenged to be and do our best. If we were going to be a janitor, we were told to be the best janitor. Education was strongly touted as the key to our future, as something no one could take from us. When I finished 8th grade, Mother asked, “What is next?” High school was the correct response. After high school, she asked, “What is next? I responded college, as we had discussed so many times since 8th grade. It was drilled into me at an early age that I was someone special and she saw me reaching my God given potential.

2. Establishing values and beliefs

The rules and regulations of life, the values and beliefs to guide our behavior and understanding of the world, were initially from our Mother. The stories she read, the lessons we learned in her presence and the experiences we received during playtime. She was the moral and religious center of the home. She showed what was important by how she spent her time and through the chores she distributed and the discipline she delivered. She practiced what she preached and walked the talk. My Mother was a continuous learner and went back to school and became a Registered Nurse. Additionally she gained a BS degree after all of the children finished school. She was always active in community, school and church affairs.

3. Providing direction, opportunities and resources

We were instructed in the ways of approved and acceptable behavior. We were warned about actions that would not be tolerated. We were not going to embarrass and shame her or the family. My Mother was a stickler on manners and polite behavior. We had standards of good conduct which was anchored in the Golden Rule.

Mother gave us opportunities to express our opinions and grow our talents. I had a number of jobs through the years. I worked as a shoe shine boy, a paper boy, shoe salesman and shoveled snow to make extra money. I learned the value of hard work and how to handle money. I also benefitted from collecting money from her Avon customers. I could always count on her doing anything to see that I had what I needed. She paid for my art supplies, new clothes to march in a parade and prepared me for many other school projects.

4. Encouragement and reinforcement

When we fell she picked us up and made us feel better. She always knew what to say when we were hurting. She was our biggest fan. She had confidence in us. My Mother had many children and she treated us all differently and there were no favorites among the children. If she was leaning toward one of the others, she was open to talk about it. My Mother told me I was the Chosen One. My response was chosen by whom to do what? It was her way of letting me know there was a purpose for my life and I had to find out what it was. When others seemed to abandon us, Mother was always in our corner offering words of support, guidance and forgiveness.

5. Discipline, feedback and developing healthy habits

Mother was known for providing simulations to prepare us for life in the real world, although we did not call them simulations. She gave us positive and reasonably realistic feedback when we did well. She checked our homework to make sure it was done and done correctly. She did not let us off the hook. She held us accountable for our actions and helped lay down the law and maintain the order.

When we broke the rules, the punishment usually fit the offense. She wanted us to get in the habit of doing our best and acting properly. There was a saying and a television program that said, “Father knows best.” If that was true Mother knew that and all the rest.

My Mother challenged me to learn and present a very long drama poem when I was ten years old. The Creation by James Weldon Johnson was in her English literature text book when she was in night school. She worked with me and checked with me until I mastered the piece. I began performing it in church services all over the city for many years. She brought out my gift of public speaking and made me comfortable in front of crowds.

I realize that some may have a different opinion of their Mother’s role in sowing and demonstrating leadership principles into their lives. Some may have received examples of how a leader should not perform. Nevertheless, we know the value of strong leadership in altering the course of lives and organizations.

When we search our memories and review the books, theories, seminars and the performance of actual leaders, let us not forget where many were first exposed to lessons on leadership. We should recognize and celebrate the awesome contributions of Mothers. They should be honored for the role they play in developing leaders of today and leaders of tomorrow. During the time we spent on our Mother’s knee, in her lap or at her feet, we were overtly or covertly immersed in the relationship between Motherhood and leadership.

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.

New Year’s Resolutions – Take 13

December 31, 2012 ~ Orlando Ceaser

New Year’s resolutions are an annual rite for millions of people around the world. We approach them with the regularity of the calendar change. Many people optimistically tackle the most important challenges of their lives and hope that the New Year will finally lead to a different result. Conversely, many people have abandoned resolutions or speak of them with apprehension and skepticism. This jaundiced view is due to the fact that historically they have been unsuccessful. This may have been due to entering the activities with insincere effort or expecting to fail.

Despite our history, we create newer versions of our resolutions. We stand optimistic, masochistic or realistic about our chances of success. One thing is assured; we know the first of the year is a great time to start a new objective, because we have a clean slate. It is a new week, a new month and a new year.

Truthfully speaking, we keep some resolutions longer than others. Some actually make it well into the New Year before fizzing out. We feel comfortable, experience some measure of success, but revert to former bad habits. This modicum of success keeps us addicted to the resolution process. Premature evacuation and abandonment of our effort dooms us to failure. Suppose we try an alternative method based on changing our perspective.

We watch movies and have seen out takes, bloopers and retakes. We know that movies differ from plays because in a movie or commercial, they can stop the action and repeat the scene. However, in a play the actor can improvise and keep moving. The audience may not notice the error. In a movie/ commercial, you will hear the director say, “Action” and scene begins. The director says “Cut” when the scene is not going according to plan. If there is a mistake, they can;

Provide immediate feedback
Give the actor the missing information, i.e. the lines they forgot r the emotion they want to see performed a certain way
Offer support and encouragement by challenging the actor to stay focused and review their character’s motivation
Start the retake in a timely manner. The director doesn’t say, “I don’t like that, let’s do it over next year.”

What if we used the same director’s approach with our resolutions? We could set up the resolution, knowing the result we want to achieve; allow it to run and when we make a mistake, instead of abandoning the project, we should take it from the top and start over. We would finish more goals and achieve better results if we adopted the “do it over until we get it right mentality.” We tend to regard resolutions as disposal entities, instead of a work in progress. This level of dedication and persistence to the resolutions will enable us to reach our goals.

I am encouraged by the number of people who flock to the health clubs the first week of January. Obviously they made resolutions regarding health and well-being. They have a workout goal linked to better health, losing weight or fitting into certain clothing before spring. This is very apparent in my spin classes at the health club. Many people with good intentions; give up quickly; judging by their disappearance after only a few short sessions. But others view it as a movie and experience as many retakes as necessary to reach their goal.

As you approach the New Year, let’s use the director’s technique to resolutions. Roll the tape, Action! Cut! But next time don’t stop until we have the finished project. Take as many retakes as possible to make our resolutions, a reality. We have the time, so just tweak our perspectives and motivation and make our 2013 resolutions a successful entry into our life practices.