March 2017 – The Mindful Manager

But We’ve Always Done it This Way

March 22, 2017 The Mindful Manager

“But we’ve always done it this way,” he told me as I asked why we needed to continue to track metrics I didn’t think anyone was using. So I asked him, “How are these metrics being used and by whom?” He answered, “Well, I like to track all of these in case someone wants to start using them.”

I then went to several directors to ask them how much time it was taking them to collect these monthly metrics. One said it took time but was no big deal. Another one told me with a smile, “I don’t send them in anymore. I stopped two months ago. No one noticed.” I laughed.

Then I figured out how much time people were wasting on something that wasn’t even being used by anyone for anything. Why? I hate waste. I hate collecting metrics just to collect them. I dislike process just for process sake especially if it takes time that can better be spent elsewhere.

It’s always a good idea to review current processes to understand if they are still effective and supporting the business as expected. However, if you discover people are spending time on information gathering or processes that are ineffective or not being used, then either streamline them or eliminate them.

Some will argue that the process has been in place for so long because it really did solve a problem at one point so it shouldn’t change. These are the people who will find change uncomfortable. A guest blogger, Tarang, wrote about change management. You might be interested in his observations.

People find comfort in processes that have been in place for a long time because they are familiar. Safe. However just consider how much better that time could be spent if those processes are no longer used. Eliminating time wasting processes creates space for new opportunities and new ways of doing things.

After we evaluated and identified which metrics would help us make business decisions, we were able to streamline information in the report. This saved time for those that were collecting the data leaving them more time to focus on releasing the product. They also didn’t feel they were gathering metrics that no one would use.

It’s a good practice to review metrics and processes and fine tune to make sure they are still relevant, meaningful, and helpful.

Don’t Ask if You Really Don’t Want to Know

March 9, 2017 The Mindful Manager

“I really want feedback on my performance. I especially like to hear where I can improve,” a new direct report told me eagerly. Steve looked sincere. He acted sincere. So I thought he was sincere. I then proceeded to tell him that he needed to be more careful about the type of information he was sharing with people as it was causing people to think that features were changing in the product. His opinion was affecting the progress of the project as people didn’t want to work on features if they were going to change. Steve then became really upset with me asking who said that about him and stating loudly that people shouldn’t be so sensitive. He ranted. He raved. I was taken aback and surprised.

Was it my delivery? Or did he really not want to know of any areas of improvement?

I try to be very careful how I discuss areas of improvements with employees. It can be a constructive conversation but also has the potential to blow up in your face. To make it a constructive conversation, I use something recent to demonstrate where I think someone can improve. I put it in writing, if needed.

For example, say I have an employee that is having difficulty with communicating with those that don’t agree with him. Let’s call him Bob. It is a constant issue, not a one-time occurrence. In a meeting with a group of Bob’s peers, I watched while he became frustrated with trying to explain his viewpoint to someone. He ended the conversation with, “I just don’t know what more to say to you,” sighed, threw his hands up in the air and sullenly looked down at the table. The person on the receiving end visibly bristled and said, “Well then, I guess we are done here,” and left the room.

I took that situation and asked him, “Was that the outcome you wanted?” Of course it wasn’t and he said so. Then I asked, “How could it have ended differently?” This opened up a conversation between the two of us to explore how he could have handled things better. I made sure to say that this is an area of improvement for him and asked him to suggest how we monitor it to see how he improved.

But sometimes, even with using specific situations as examples such as the ones with Bob, it doesn’t matter because the person really doesn’t want to get the feedback. They really, really don’t. Like Steve. I did try to work with him and provide him with specific situations in which his behavior affected people but he always became upset and wanted to confront the person or persons, as he knew they were wrong. I realized that he really didn’t want to hear anything but positive feedback.

If you don’t want feedback, don’t ask for it. Everyone likes positive feedback, and I’m happy to give them that but I believe in balanced feedback. None of us are perfect. We are all works in process. I always benefit when my manager reminds me I am impatient and she points it out to me after a meeting. I know I lose support from people with my impatience. I work on it, but every now then, it seeps through. Reminding me helps me to remember this is something that didn’t magically go away. It takes constant mindfulness on my part to avoid expressing impatience.

If you really want constructive feedback, ask for it. But if you really just want to hear how great you are, don’t ask.