Successful Supervisor 60 – Tips to Keep Employees from Driving Each Other Crazy

January 13, 2018

It is a peculiarity of human beings that when people work in close proximity to each other, they eventually find ways to drive each other crazy. It is often the little things that begin to annoy others, and the irritation grows over time until there is an eventual altercation.

This problem does not surface in every instance, but it is so common that supervisors need a kind of tool kit of ways to coach people so they stay out of open conflict.

In this article I will share twelve of my favorite methods of preventing interpersonal conflict from becoming a problem among coworkers. These ideas are also part of a video series I made on the topic entitled “Surviving the Corporate Jungle.” Here is a link where you can view three sample videos (just 3 minutes each) from the series of 30 videos.

Ideas You Can Teach Your Employees

Here are 12 simple ideas that can reduce the conflict between people and provide a more pleasant work environment:

1. Reverse Roles – When people take opposing sides in an argument, they become blind to the alternate way of thinking. This polarization causes people to become intransigent, and the rancor escalates. A simple fix is to get each party to verbalize the points being made by the other person.

To accomplish this, each person must truly understand the other person’s perspective, which is why the technique is effective.

2. Don’t Sweat the Small Stuff – Most of the things that drive you crazy about a co-worker are things that you won’t remember by the end of the day or certainly not later in the week.

Recognize that the things annoying you about another person are really insignificant when considering the bigger picture and the numerous things both of you have in common.

3. Live and Let Live – The other person’s personal habits are just the way he or she is built. Don’t fixate on trying to change the person to conform to what you think should happen. Focus your attention on the things you like.

4. Take a Vacation – When pressure builds up, just take a brief vacation in your mind. Close your eyes, take a deep breath, and visualize a happier place and time.

You can take a vicarious trip to the beach anytime you wish. One trick with this technique is to get as many senses involved as possible; feel the warm air on your cheek, taste the salt water on your lips, hear the gentle lapping of the waves, smell the seaweed by your feet, touch the warm sand on which you are sitting, see the beautiful sunset over the water.

5. Be Nice – Kindness begets kindness. Share a treat, say something soothing, compliment the other person, do something helpful. These things make it more difficult for the ill feelings to spread.

6. Extend Trust – Ernest Hemingway said, “The best way to find out if you can trust somebody is to trust them.” We’ll forgive the flawed grammar, since Ernest is already in the grave, and also since his meaning is powerfully true. Trust is bilateral, and you can usually increase trust by extending more of it to others. I call this “The First Law of Trust.”

7. Don’t Talk Behind their Back – When you spread gossip about people, a little of it eventually leaks back to them, and it will destroy the relationship. If there is an issue, handle it directly, just as you would have that person do with you.

8. Don’t Regress to Childish Behavior – It is easy for adults in the work setting to act like children. You can witness it every day. Get off the playground, and remember to act like an adult.

Work is not a place to have tantrums, sulk, pout, have a food fight, undermine, or any number of common tactics used by people who are short on coping mechanisms because of their immaturity.

9. Care About the Person – It is hard to be upset with someone you really care about. Recognize that the load other people carry is equal or heavier than your own.

Show empathy and try to help them in every way possible. This mindset is the route to real gratitude.

10. Listen More Than You Speak – When you are talking or otherwise expounding, it is impossible to be sensitive to the feelings of the other person. Take the time to listen to the other person. Practice reflective listening and keep the ratio of talking to listening well below 50%.

11. Create Your Development Plan – Most individuals have a long list of what other people need to do to shape up but a rather short list of the things they need to improve upon.

Make sure you identify the things in your own behavior that need to change, and you will take the focus off the shortcomings of others.

12. Follow the Golden Rule – The famous Golden Rule will cure most strife in any organization. We tend to forget to apply it to our everyday battles at work.

If you teach employees to follow these 12 simple rules, there would be a lot less conflict in the work place. It takes some effort, but it is really worth it because we spend so much time working with other people.

Following these rules also means leading by example. If just a few people in an organization model these ideas, other people will see the impact and start to abide by them as well. A big part of your role as a supervisor is to model good interpersonal behavior. That initiative can form a trend that will change an entire culture in a short period of time.

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


Successful Supervisor 57 Building a High Performance Team

December 17, 2017

Every supervisor has a group of employees who are reporting to her. In nearly all cases the group needs to function as a unified team in order to reach the aggressive goals set for them. However, getting people to consistently act as a unified team is easier said than done.

Many teams in the working world have various symptoms of dysfunction. One can observe all kinds of backbiting, laziness, sabotage, lack of support, passive aggressive behavior, grandstanding, and numerous other maladies.

Conversely, some teams are able to rise above the petty problems and reach a level of performance that is consistently admirable. This article focuses on four characteristics of high performing teams that supervisors can employ to achieve excellent performance consistently.

I have studied working teams for decades and have concluded that there are four common denominators that most successful teams share. If your team has these four elements, you are likely enjoying the benefits of a high performance team. If you do not see these things, then chances are you are frustrated with your team experience.

A common goal – This is the glue that keeps people on the team pulling in the same direction. If people have disparate goals, their efforts will not be aligned, and organizational stress will result.

If people on your team are fighting or showing other signs of stress, the first thing to check is if the goal is really totally shared by everyone.

Often people give the official goal lip service but have a hidden different agenda. Eventually this discontinuity will come out in bad behaviors.

Trust – When there is high trust between team members, the environment is real. Where trust is low, people end up playing games to further their own agendas. Achieving high trust is not simple.

I have written extensively on the creation of trust elsewhere. One caveat is that trust is a dynamic commodity within a team. You need to keep checking the trust level and bolster it when it slips. Constant vigilance is required.

Good Leadership – A team without a leader is like a ship without a rudder, but the leader does not have to be the anointed formal leader. Often a kind of distributed leadership or informal leadership structure can make teams highly effective. Beware if there is a poor leader who is formally in charge of a team. This condition is like the kiss of death.

No team can perform consistently at a high level if the official leader is blocking progress at every turn. The best that can be achieved is an effective work-around strategy.

A Solid Charter – I have coached hundreds of teams and discovered that the ones with an agreed-upon team charter always out-perform ones that have wishy-washy ground rules.

A good charter will consider what each member brings to the team so the diversity of talents can be used.

Second, it will contain the specific goals that are tangible and measurable.

Third, it will have a set of agreed upon behaviors so people know what to expect of each other and can hold each other accountable.

Fourth, the team needs a set of ground rules for how to operate. Ground rules can be detailed or general, it really does not matter, but some ground rules are required.

Finally, and this is the real key, there need to be specific agreed-upon consequences for members of the team who do not abide by the charter.

The most common problem encountered within any team is a phenomenon called “social loafing.”

This unfortunate situation is where one or more members step back from the work and let the others do it. This inequity always leads to trouble, but it is nearly always avoidable if the consequences for social loafing are stated clearly and agreed upon by all team members at the outset.

People will not slack off if they have already agreed to the negative impact on themselves, or if they do it once and feel the pain, they will not do it again. This last element of successful teams is the most important ingredient. When it is missing, you are headed for trouble eventually.

There are numerous other elements that can help teams succeed, but if you have the above four elements, chances are your team is doing very well. All high performance teams have these four elements in play every day. Make sure your team has these as well.

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


Successful Supervisor 55 – Your Give Back Ratio

December 2, 2017

All of us receive blessings and good things in our life. We also find ways to give back to others. This article is about making a conscious choice about your give back ratio.

What is “Giving Back”? 

Many people see giving back as contributing to the church, United Way, or some other specific charity. Monetary contributions are just one way to give back to society.  I will outline some other ways that you will recognize.  The challenge is to add up all the ways you are giving back and decide for yourself if is the right ratio for you. 

  1. Volunteering your time

We all have done some service to others in the form of donated time. How do you put a value on that sacrifice? Clearly you could calculate the hourly wage that your employer pays and multiply it by the number of hours you donate to others.  I think that is a little simplistic.

What you need to do is forget about the monetary value of your time but add up the, percentage of how much time you are actually donating to help other people.  It does not need to be an organization, such as the Red Cross. You might be helping to educate youth in a Big Brother Program or serve hot meals to homeless people.

The list of potential ways to donate time is nearly infinite, and you can often lose track of just how much time you are donating.  My advice is to be alert to the level of contributions you make on an annual basis and decide for yourself if you are giving back enough of your time.

  1. Contributing your talent  

When you agree to help an organization work toward the betterment of the community or mankind with no remuneration, you are donating your precious talent for a good cause. It might be as a Scout Leader, or it could be helping with a fund raising campaign.  Whenever you are using your mind to help further the cause of an organization, that is a contribution of your unique and special talent.

Feel good about these contributions and know that they are making a difference in the world.

  1. Helping Others 

Contributions here include visiting sick people or helping in a rehab facility. They also include helping friends and family members manage their way through their own minefields. As you coach others to improve their lot in life or survive a tragedy, you are really giving of yourself with no thought of what you will be getting back in return.

The universe has ways of keeping track of these altruistic activities, and you gain in your personal esteem by engaging in them.

  1. Giving of your treasure

There must be a billion ways to contribute cash to help out efforts all over the world. You may be contributing to save starving children or even animals. You may be giving to your alma matter so that future students can benefit from the education you enjoyed. You may be setting up a trust to help your family members after you are gone.

There seems to be no end to the number of requests to contribute money. The one irony is that when you give to some charities, somehow others find out about it and your phone rings a lot more along with a lot more letters to appeal for your money. You need to establish some kind of formula for how you are going to deal with all of these requests so that you feel good about your giving pattern but are not bled dry.

Putting it all together 

I am not suggesting any particular level of giving to others is the correct one. I am asking you to take a look at your giving pattern from time to time and ask yourself if it is the right level for you. For me, when I did the exercise I found myself dissatisfied, so I made an increase in my pattern of giving back, and now I feel that my level is more appropriate. That review will now become a part of my annual “renewal” process where I examine my life so far and plot my plan for the next year.  I think that is a healthy exercise.

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on www.leadergrow.com/articles/supervision or on this blog.  

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations.  For more information, or to bring Bob in to speak at your next event, contact him at www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763

 

 


Successful Supervisor 54 – Plotting Your Future

November 26, 2017

Regardless of current position, every professional owns his or her future. Some people leave it up to fate or “the breaks” to figure out their pathway in life. That tendency is evident in all occupations, including supervisors.

In this article, I will explore why only a few supervisors take command of their forward path and offer some ideas that may be helpful at changing the pattern for those supervisors who want to move up.

Sometimes the role of Supervisor is a terminal role

One typical pathway to arrive in a position of supervisor is up from the ranks. This person has a great deal of process knowledge and has demonstrated dedication to the organization over a long period of time.

In addition, this individual has displayed some form of natural leadership characteristics. People within the crews seem to listen to what this person says and usually do what is suggested. This individual will often perform as a backfill for another supervisor who is out.

When conditions call for someone to be elevated to the supervisor position due to a retirement or termination, this individual is the natural and easy choice for the job.

Without a professional degree, she is not likely to be elevated into levels above supervisor and may not even want to move up further. She might be content to lead crews at the operational level.

In other cases, a person is brought into the organization with a professional degree with the understanding that gaining knowledge and seasoning as a leader will lead to higher positions in the organization. Sometimes these professionals can stay in a supervisory role for many years before moving on.

Let’s examine some situations where a worthy person might languish in the first line supervisor position far longer than necessary and why they do not take more control of their path forward. I will suggest some antidotes.

1. Becoming a Forgotten Soul

People who operate at the shop floor level daily tend to get caught up in the activities that are necessary to run the operation well. They become preoccupied with things like attendance issues or the struggle to have all people follow the stated rules (such as length of breaks).

As they work to survive on a daily basis and put off seeking longer term goals, their exposure at the higher levels is less, and they may be taken for granted or forgotten by higher management.

Often the performance goal line for supervisors can be moved from year to year. If a supervisor performs well during the current year, then the goals for next year may be increased in a never ending cycle of continuous improvement and higher expectations.

In that environment it is hard to step back and plot a pathway to a better existence, so some supervisors remain in the position longer than they really want to.

If you are in this position, the antidote is to put a priority on your long term goals and take the time to figure out where you wish to go next in your career.

This planning should include your supervisor and some concrete positive steps to take in the direction so you are ready to move up when a slot opens up. Try to include one or two development courses a year that will prepare you to advance.

2. Getting too embroiled in the turmoil

The role of supervisor is extremely challenging, even in the best organizations. Hourly people test the supervisor’s ability to maintain control on a daily basis.

It is important to establish a pleasant work environment where the workers are both empowered and engaged in the job, but inevitably the supervisor needs to play the role of enforcer in order to maintain control.

This tension between the ideal state and reality creates a kind of turmoil where the supervisor is compelled to be unpopular at times. In fact, it is a mistake to have an objective to be popular all of the time. It means the supervisor is weak and lets the employees abuse the rules to make life easier.

On the flip side, some supervisors revert to a command and control atmosphere where the workers will find ways to subvert the rules in ways that cannot easily be detected.

Some workers will become openly hostile when the supervisor tries to gain control of their behaviors. She will often spend inordinate amounts of time trying to deal with a few troublemakers while the more docile workers watch with amusement.

If you can relate to these symptoms, the antidote is to be both hard and soft at the same time. Show people you care about them personally, but stress that the organization requires that people follow the rules, and that you intend to have that happen.

In the crucible of trying to make the best decisions today, it is easy to lose sight of the longer term objective instead of continually seeking to leverage a positive reputation for performance into a pathway to the future. The cure is to keep the future in mind while striving to make excellent decisions today.

3. Getting a bad reputation

The role of a supervisor is like a juggling contest trying to balance all the needs of the people who report to her while simultaneously turning in impressive performance numbers.

Many supervisors fail to get the right balance and either appear to lose control or have sabotage crop up. Upper management sees only the result of the chaos and may not be sympathetic to the daily plight of the supervisor.

The antidote here is to manage your reputation with upper management. That is a tall order because of the balancing act previously mentioned. Since your reputation is mostly what people say about you when you are not present, it is necessary to be an expert at reading body language.

You can often learn more by watching your superiors than by what they tell you. Learn to be alert to signals that something has soured your reputation and find out what it is. Often the damage can be mitigated if you are aware of it.

4. Operating outside of the Supervisor’s control

There are a number of situations where the path to higher positions appears to be blocked, at least temporarily. Sometimes there is not much a supervisor can do but continue to shine in her role and be patient.

The politics of moving up in the organization can include things that are not easily understood, such as diversity issues or other forces that can impact organizational choices.

5. Failing to plan

Every person should have a plan for his or her life. I believe in setting aside a day each year to assess where I am and plot my own future. This simple practice has made a huge difference in my life, and it will do the same for anyone who expends the energy to do it.

The magic lies in setting aside the time to actually do the exercise. If you want to see a template for how it works for me, here is the URL for my Renewal Article  https://thetrustambassador.com/2010/12/29/renewal/.

No matter your situation, take the time to invest in your own future and do not be content to just do your best in your current role. We all need to grow and become more valuable to our organization. That is a formula for getting ahead in life.

Bottom line: Focus on the Next Step

The point of this article is to encourage supervisors to not get so focused on surviving the vicissitudes of current business that you neglect your path forward. Use the ideas above to keep an eye on your future every day. Do everything with a purpose to enhance your path toward your next step in your career.

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


Successful Supervisor 48 Tips to Employ Six Sigma

October 15, 2017

The “Six Sigma” movement grew out of the Total Quality Revolution of the 1990s. It is a mindset to minimize variation in manufacturing or business processes.

The objective is to achieve processes that are nearly perfect, with a statistical approach that achieves less than 3.4 defects per million opportunities.

Having worked in the era of the Total Quality Revolution myself and studied personally with some of the great names such as W. Edwards Deming, Joseph Juran, Brian Joiner, and others, I built a strong foundation of knowledge that supports a six-sigma mindset.

Trying to employ this “profound knowledge” (a Deming phrase) in a real manufacturing environment allowed me to see some precautions or areas where significant care is needed to obtain the full benefits.

This article is written to help supervisors trying to implement a six sigma philosophy in a manufacturing operation. To be successful, one must begin by learning a new way of communicating information about the process.

Learn the jargon, but do not be a slave to it

The whole area of lean six sigma is rife with a special language that practitioners use to communicate with each other but which often confuses people who are less informed.

The processes are really pretty simple and logical, so try to educate people to avoid hiding behind a lexicon of acronyms or mathematical calculations that can confuse mere mortals.

Focus more energy on putting the ball in the hoop than figuring out how many standard deviations the hoop is from the foul line.

1. Understand the Six Sigma issue

The meaning of six sigma is that the process you are running is so close to perfection that it will produce less than 3.4 defects per million opportunities. I am not going to go into the derivation of why that last statement is true (although I do know why).

If you are interested, go look it up. My struggle is that trying to measure either the numerator or the denominator of the equation is nearly impossible.

Just trying to define what a defect is can suck the life out of a technically oriented person. There are numerous different interpretations and lots of papers written trying to identify what a defect is.

If trying to pin down a “defect” is difficult, understanding how to measure what an “opportunity” is can keep you occupied forever.

You not only have to contend with the opportunities you can see and count, but you also need to conceptualize the missed opportunities that did not happen. Trying to understand the true level of opportunities is like trying to find the edge of the earth.

Since the real number of opportunities is infinite, an equation that puts this number in the denominator might drive mathematics graduate students to the local beer garden.

A much better way to think about six sigma is to focus on something other than defects per opportunity. Rather, picture a process so perfect that we just don’t have to think about it ever producing a defect.

We do not need to inspect the part because the process is so robust we never find any problems. As Joe Juran used to say, “You cannot inspect quality into a product.”

2. Support the “Black Belt” Program

The “Black Belt” program is a series of educational milestones that designate the knowledge and experience level of an individual.

A brown belt is better equipped than a yellow or green belt, and a black belt shows mastery level. The benefit of a black belt program is not that we have visible signs of the education level of a person.

What the program produces is a support system for educating people to become proficient with the tools. The stepwise program ensures that you continually invest in educating your people, which is a great way to improve engagement and reduce turnover.

3. Know what you are getting into

Get educated yourself on the philosophy and tools of Total Quality Management. I saw problems crop up when the supervisor was trying to direct traffic but did not understand the tools personally.

Continuous improvement toward process perfection is not a program for amateurs. You can create chaos and confusion if you seek to implement a program that has a lot of bells and whistles but is not grounded in “profound knowledge.”

4. Get real top level support

Make sure top management is truly engaged in the program. If they understand the incredible payback for a six sigma program, they should be easy to convince.

Unfortunately I have seen several instances where top managers give lip service to the program but starve the training or the resources. When that happens, the whole effort becomes a kind of sham where people go through the motions but do not make the gains.

Honor the experts and become a mentor

Most of the gurus of the Total Quality Revolution died in the 1990s. Their work revolutionized the world for the last half of the last century, but the gains can be easily diluted and lost. Implementing a successful six-sigma program takes strong leadership on the part of the supervisor.

There is a significant challenge here for all supervisors.

I once heard Deming express his personal concern that there are not enough leaders coming along to carry on his work. Here is a brief story of that event from my third book, “Leading With Trust is Like Sailing Downwind.”

By 1990, Deming was 89 years old and in failing health. You had to admire this old man with his trademark silver crew cut for keeping up a rigorous teaching schedule, even though he could no longer walk and could barely talk.

A nurse would roll his wheelchair up to the platform, and he would bend over a microphone and speak in a gravelly voice, just above a whisper.

The most poignant part came when he reflected on the gains made by manufacturing over his lifetime and attempted to project them into the future. Deming’s outlook for the last decade of the 20th century was grim. Unfortunately, it was grim for Deming since he died in 1993, but in 1990 the great man had a profound message to the audience of about 400 managers and engineers crammed into the huge ballroom.

At one point, he sat up straight; his voice rose up, becoming strong and clear as he asked, “Where are the leaders going to come from?” He paused and repeated himself, “Where are the leaders going to come from?” Then he said it again and again, gaining in volume and strength with each statement. I remember vividly his fist in the air almost yelling now, “Where are the leaders going to come from?”

People in the room became uncomfortable and started looking at each other. Was the old man insane? Did he need medical attention? What was this all about? His question was crystal clear, but what did it mean? I felt like yelling back, “from over here,” but I held my tongue. Finally, the old man stopped and kind of slumped down again. He muttered some additional points that nobody seemed to hear.

Why was this great man so interested in having the audience think about his question? He obviously knew he was dying soon and was desperately trying to send out a message with all the passion and urgency his feeble body allowed. With all the technology he taught the world for over 50 years, why was he dwelling on this point?

There was a good reason: he was right. Without enlightened leadership, his technology would atrophy and eventually amount to very little. Obviously he was doing everything in his power to get the audience to realize this.

The technological advances brought about by the Quality Revolution were no less dramatic than those of the Industrial Revolution 70 years earlier. For the first time, workers and managers really focused on their processes to identify which ones were in control and which were not.

People started paying attention to data in ways that were robust. Instead of chasing after a trend based on two points of data, control charts helped to identify situations that required explanation versus those that were basically in control.

Deming called this “profound knowledge,” and it transformed manufacturing worldwide for several decades.

As a leader, embracing leadership knowledge and passing it on to the next generation is not an onerous task, but an uplifting way of doing business.

When Deming asks, “Where are the leaders going to come from?” we all need to shout out, “right here!” Unfortunately, none of us in his class in 1990 got that message, and many leaders still don’t today.

Embrace the profound knowledge and pass it on to the next generation with urgency.

The Supervisor’s Role

The supervisor has a key role to play in any six sigma effort. In some organizations, the effort is spearheaded by staff people from a “quality” group.

I think it is fine to use staff people to help with some of the administration, but the passion to drive for process perfection needs to be owned by the line organization actually running the process.

Supervisors need to assume the leadership role in support of the six sigma thrust. When Deming asks “Where are the leaders going to come from,” say “right here!”

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


Successful Supervisor 46 Mastering Work Life Balance

October 1, 2017

One of the most vexing problems faced by supervisors is the issue of work-life balance. Dedication to job and career is a critical element for any supervisor, and since the number of issues that need attention is seemingly infinite, there is a tendency to work too hard and too many hours.

This article will share some ideas that may be helpful at creating a better balance.

Keep Things in Perspective

It is easy to lose perspective and let work issues become an overwhelming commitment of your time. Actually, I believe it is a form of addiction that sneaks up on you when you aren’t looking.

It is all very well intended at first, but if left unchecked, it can take you down a dangerous road that can rob you of a vital part of your life. Here are some tips that may be helpful to remember.

1. Pay attention to what is going on

We can get sucked into a life of continuous overwork without even realizing it.

Recently I found myself way overloaded and quit a job when my employer proposed to double my already oppressive workload without any additional form of compensation.

The shock of it made me realize that I had long ago crossed the line of the work I am prepared to do for the benefits received. If I had not been shocked into that realization, I might still be working there.

The lesson is simple, but difficult to do. Take stock every year of the amount of time you are devoting to work and ask if it is reasonable. If not, take steps to correct the problem.

2. Don’t let them nibble you to death

If you are working 55 hours a week, it is easy to get you to extend to 57 hours. If you are working 80 hours a week, then 82 hours seems not so much of an added burden.

The way to prevent this kind of “scope creep” is to put a Stop Loss on your situation.

A Stop Loss is a term used in the stock market where you put in an automatic sell order in if the stock reaches a specific level. This rule helps you avoid a catastrophic loss when your attention may be diverted.

The equivalent of a Stop Loss with time spent at work might sound like this, “I realize there will be peak times at work where I need to put in more time in a particular week, but if it ever reaches XX hours a week, I am going to refuse the work.”

3. Go offline

Easy access to the internet has made it difficult to get away from work. Set some boundaries for when you are not accessible (even by phone) and stick to them.

If you consciously manage time for your personal life, then you will find it much easier to have one. If you ignore the issue, then you will likely slip toward overload a little bit each year until work squeezes out the vitality of life.

It is not uncommon these days to see a family huddled around the dinner table where everyone is looking down at their PDAs. It is equally common to have some members of the family texting each other rather than speaking out loud.

Try to avoid using devices during family time and actually speak to each other verbally. Kids may have a hard time with this one, but you may be able to hold a rule.

4. Don’t work when you are resting

We all need good interrupted sleep each day to be able to perform at our best. Shut off your phone ringer when you are sleeping and just let it go.

Supervisors do understand the need to rest, but sometimes they feel the world will quit turning if they are not personally involved in every action. If you allow abuse of your rest time then people will have no compunction about calling you at all hours.

The other half of this equation is that you need to delegate and have faith in others in your group to carry on without you when you are unavailable.

If you insist on being involved in every decision, not only are you failing to develop and trust your people, but you are losing a lot of sleep.

Make Sure You have a Variety of Interests

It is easy to become so fixated on work that other parts of our life are squeezed out. The antidote to this problem is to maintain a variety of interests and intentionally carve out time to feed each of them.

Sometimes it feels like if you could just focus exclusively on work, then you could get it all done. Unfortunately, this is a trap. The work is infinite, if you let it be. Here are some tips to keep you well rounded.

1. Give family issues a high priority

At the end of your life, you will not be counting the number of 90 hour work weeks you put in, or even what you accomplished with all your dedication.

You will be thinking about the times you spent with family and friends, because those are the real meaning in our lives. Make sure you have at least one trip a year away from the hubbub of everyday life at work.

Make sure you participate in the activities of your kids and spouse. Sometimes you need to manage the time carefully, but it is important to participate.

2. Find ways to give back to your community

There are an infinite number of opportunities for you to help out other people. Find the equation that suits you and that you feel good about. I call this element your “give back ratio.”

You need to calculate how much time you are putting in exchanging your talent for money and how much time you are giving back to others.

There is no right or wrong answer to the calculation, but you have to ask yourself seriously if you are satisfied with your personal numbers. If the give back ratio is way too low, then you need to find ways to change it.

The same concept holds regarding money. You need to figure out whether you are giving back enough. It is a personal calculation that you don’t need to share with anyone else, but make sure you are in full agreement with your conscience.

3. Have a hobby that you really love

To fully get away from work, it is not enough to just turn off the phone. You need to find an activity that you enjoy so much that you become refreshed when you do it.

For me, mowing my lawn was always a great escape. (That may sound odd to some, but it is true.) Yard work for me has always been a way to get exercise while doing something that has an immediate payback.

It does not even need to be a physical release for you to benefit. Some people like to paint, or write, or sing. The idea is to have a few personal passions that you can indulge in to provide a balance from the constant grind of the job.

4. Make work into play

The old adage says, “If you love what you do, you’ll never work a day in your life.” I can mostly subscribe to that logic, although even if you love your work it can become a bit too much at times.

The basic idea is to find work that is intrinsically fun for you as well as challenging.

I know a CEO who calls this aspect her, “pants on fire – can’t wait to get to work” attitude. She works very long hours but has a ball doing it on most days. In fact, she has made “fun” one of the core values of her company. There is nothing wrong with that, because her company is incredibly successful.

Remember to Keep Yourself in Control

The bottom line of this article is that you need to be responsible for the balance in your own life. Don’t complain and grumble about the constant pressures of work crowding out the value from your life. Do something about it!

The world (and your boss) will gladly accept all of the “nose to the grindstone” work you are willing to put in. Just make sure you don’t grind your nose totally off!

Use the tips above to balance your life, and you will have many more fond memories when you are older. As a side benefit, you will likely live longer.

Recognize also that there are phases in life, and seek to manage your life for a good balance in each phase. You will likely ratchet up the percentage of time volunteering after you retire, for example, and that may present another challenge to get the right balance for your life.

In each phase of your life you need to test frequently if your various activities are in a healthy equilibrium.

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


Successful Supervisor 45 – Negotiating for Success

September 24, 2017

Supervisors do a lot more negotiating than they may realize. My observation is that supervisors negotiate all day every day.

If you want to be a more effective supervisor, study up on your negotiating skills.

For most supervisors, negotiations usually involve resources. Obtaining the right level of staffing or a specific piece of test equipment would be typical negotiation discussions.

Also, the budgeting process is always a time of great challenge for most supervisors.

In the day-to-day activities of the operation, getting people to do the right thing at the right time is a form of negotiation challenge. If the standard break time is 15 minutes, how are you going to get people to adhere to the rule?

This article highlights some tips I have learned over the years in courses and in practical applied leadership in a large organization. Before sharing some tips, let me dispel a myth; negotiating is not a win or lose situation.

Great negotiators realize that to reach an agreement, both parties need to believe the deal in question is better for them than no deal at all. Both parties must “win” to have a successful outcome, although both individuals may not get everything they wanted.

Basic Negotiation Principles

The objective of any negotiation is to reach a fair deal that is not abusive to either party, and it is accomplished by a process of discovery and revelation.

Let’s first look at a few basic principles and then describe some of the more popular negotiation tactics and their countermeasures.

1. You have more power than you think you have

Human beings have a habit of undervaluing their hand and overvaluing the hand of their opponent. Information is power in any negotiation, so seek to understand as much as possible the forces that are putting pressure on your opponent.

Withhold some of the critical points about your own situation so the other person is not aware of your constraints.

For example, if you share a time constraint that you need an agreement by the end of the day, your opponent can use that pressure to make you compromise just before quitting time.

Know as much about your opponent’s constraints as you can; and be judicious with sharing things that are impacting you.

2. Plan your strategy

In any negotiation, if you have a plan you will do better than if you play defense and simply react to the offers made by the other party.

It is amazing how many supervisors will go into a negotiation and simply “wing it” to see what the other person is proposing before formulating an offense.

There is going to be some give and take going on in any deal. Be flexible to move off an original plan if conditions warrant it, but at least have a null hypothesis or case to beat before going in.

3. Leave room for the other person to win

We all know that if we want to sell a car ultimately for $1000, it is best to price it at something like $1300 at the outset. This allows the seller to make some concessions and still arrive at an acceptable end point.

Recognize that both parties will be playing the same game on opposite sides, so test the validity of any offers along the way. Do not take at face value any statement made by the other person. Assume there is a lot more latitude available than the other person is willing to share initially.

4. Identify your “walk away” position and be prepared to use it

Your opponent will seek to maneuver you into a position that may be untenable. Identify beforehand what you are not willing to settle for, and do not budge off that position. The walk away technique is often very effective at gaining a concession.

5. Look for win-win and compromise ideas

Always ask, “What else will do the job here?” This technique is particularly useful when you seem to have reached an impasse.

Simply step back and look at the roadblock from a higher perspective.Often there can be a better solution that has not even been considered.

For example, suppose the supervisor is negotiating with another supervisor trying to transfer a key resource into her crew. The other supervisor is intransigent and the discussion gets heated. The supervisor might break the impasse by volunteering to take on some difficult tasks from her opponent.

Negotiating Tactics

Now let’s take a look at some typical negotiating tactics that people use. View these ideas as both offensive strategies but also be aware that they may be used against you and pay attention to the countermeasures, if you need them.

1. Use of time

Time is the ultimate scarce resource, and smart negotiators use it to gain advantage in a negotiation.

For example, if the supervisor is not having much luck selling her yearly budget to her manager, she might schedule a meeting with the manager to discuss the details.

When she arrives, she could mention that she has set aside three hours to go over the details of the budget for full understanding. This would normally put time pressure on the manager, or he could turn it around to put time pressure on her.

A good countermeasure for time pressure is to reverse the logic. In this case the manager might say to the supervisor, “Oh this is too important to limit the discussion to just three hours; I am prepared to work with you all day, if necessary.”

2. Good guy/Bad guy

This tactic is a version of the good cop/bad cop technique when interrogating a suspect. The bad cop is nasty and aggressive when interviewing the suspect, but the good cop comes in and is much more reasonable and often gains a confession.

Whenever you are dealing with more than one person, be aware of the tendency to use this technique to gain leverage.

The antidote to this tactic is to call the people on it directly. Say something like, “You guys seem to be playing good cop/ bad cop, and that doesn’t work at all with me.”

3. The Bogy

A bogy is a statement that we simply do not have the resources to give, so the point is moot. Suppose a supervisor is approached by a manager who insists that she loan the services of a mechanic for the remainder of the shift.

She could use the bogy and say, “But I only have one mechanic on duty today, and loaning her to you would leave me with no way to fix my equipment.” The implication is that I would like to help you, but the well is dry.

The most common bogy in any organization is the budget. Suppose the supervisor needs a new optical comparator for her inspection operation. She goes to her boss with her request and he says, “I would love to help you, but that is simply not in the budget.”

The countermeasure to a bogy is to point out the reality of a false constraint. The supervisor might say, “I know it is not in the current budget, but we need the comparator to do our job. Besides the budget is just an initial guess we made out at the start of the year. Surely we can move some items around in the budget when we need to, or maybe we have to overrun our budget this year and factor that in next year.”

4. Use of silence

Silence is an effective tactic in any negotiation. In western society, people become very nervous when the other party just stops talking.

We tolerate silence for about 30 seconds and then simply have to fill the void with some words, often they are concessions. If you are at loggerheads with another person, just stop talking and watch the person squirm.

The countermeasure to the silent treatment is to refuse to break the silence. After a while the stress will shift onto the other person.

I used this measure when negotiating with a Japanese businessman, and it worked like a charm. It was his turn to counter offer, but he just stopped talking.

Because I know the tactic, I just sat and looked at him, since it was his turn to speak. At first he thought he had me on the ropes, but after 2-3 minutes of silence, he realized I had out-silenced him and he made the concession.

Try this little trick with a car dealer sometime. It’s a riot, and it really works. Very few people can make it beyond one minute of silence.

5. Breaking an impasse

You will occasionally reach an impasse situation where it seems there are no further options. When this happens, simply change the time shape of money.

We are used to the logic in everyday life but often forget the tactic at work. You say “I cannot afford $10,000 for that car.” I ask if you can afford $5,000 and you agree to that figure. So I counter with “OK let’s do $5,000 now and $1,000 a month for 5 months.”

These are some of the more common negotiation tactics and the countermeasures. Make sure you are alert to when others are trying to use these on you and do hone your skill at using them effectively yourself.

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763