- Whether to mention a pregnancy in a job interview
- A possible meeting protocol
- What are an end-user's responsibilities?
- Another take on opening PCs, or not
- Getting some process going
- Selling a more open environment to management
- Running an effective meeting
- Licensing rules for virtual machines
- The ROI of metrics
- Legal challenges to virtual machines
December 02, 2007 | Comments: (0)
Ignore mistakes?
Dear Bob ...
I think you missed a bit in this week's Keep the Joint Running ("Creating a learning organization, 11/26/2007). Granted this is a controversial subject and hard to solve in a column.
From your column:
"That means consistently praising everyone who identifies mistakes and takes the lead in fixing them, without ever paying the least bit of attention to who made the mistake in the first place."
That works great in the grand scheme of things, but it create three major issues:
1. Team morale suffers if the same person(s) continue to make the mistakes.
2. Your best people burn out because they are always fighting someone else's fire.
3. Since solutions are celebrated, people start to work around the problem areas.
In theory I somewhat agree with you. In reality, I still think that good leaders need to give some folks a dope slap every now and then to wake them up. Or as the not so good Good to Great book notes, you need to have the right people on the bus.
Personally I like working for a leader who encourages solutions but will also jump up and down when things aren’t going well. The level of the reaction is tied to the degree of the issue and parties involved.
- Mistaker Staker
Dear Vlad ...
We're more or less in agreement.
We're talking about a tough balancing act for any leader. The trick, I think, is to separate the process of handling incidents from the process of managing employee performance.
When a problem arises, everyone's focus should be on what's needed to take care of it - nothing else. When a manager sits down with an employee to talk about job performance … something that should happen on a regular basis … that's another story. What's particularly difficult, of course, is understanding what really happened. It's rarely as cut and dried as "Fred made a mistake and it caused serious problems."
Very often, Fred made a mistake because:
- Fred was juggling too many top priorities
- Three people interrupted each others' interruptions, requiring Fred to switch from one task to another instead of being able to focus on one to get it done.
- Fred's mistake was being required to handle a task the way someone else wanted it handled instead of being allowed to just get it done.
- Fred is a potentially good employee who has been put in the wrong role.
- Fred is a potentially good employee who thought he knew how to handle a task but really didn't.
- Fred is a potentially good employee who thought he wasn't supposed to ask for help when he was out of his depth … an employee who needs coaching.
Holding someone accountable for an honest mistake is rarely … probably never … a good idea. Removing someone from a position in which they aren't succeeding is an entirely different matter.
- Bob
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Posted by Bob Lewis on December 2, 2007 11:03 AM
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I submit that the fact that you place "...and of course, some Freds are just screw-ups" last, as a sort of "oh, by the way", is what separates you from your questioner. It is easy to make Fred the exclusive scapegoat and to assume he's to blame and that the situation is likely that simple.
If every business debacle I've ever witnessed were a one-person screw-up, life would be ever so much simpler for managers.
I have always been guided by what I call the first rule of assessment, which was, I think, originally promulgated by master consultant Gerald Weinberg: "Things are the way they are because they got that way". Do not look first for a scapegoat, but for a systemic problem or oversight.
Posted by: Bob at December 2, 2007 11:55 AMWhen I took a job as an administrator for a medical practice, my first major victory was to get the doctors to come yell at me rather than the staff. That way I could go out and see what the problem REALLY was.
90 plus percent of the time, the system was flawed. Fix the process and the problem went away. Yell at the person and the problem continues.
That said, some times the system was fine, the person was flawed in training or understanding or attitude.
The last one is the only one that got you fired.
In my experience, fixing a mess needs to come first. That's the part where Bob talks about "everyone's focus should be on what's needed to take care of it - nothing else."
Once you get the situation back on track, then you can start to look at causes, root analysis, responsible individuals, and so on. This discussion is much calmer, more professional, and less blame oriented when the original problem is under control.
The one thing this assumes is that problems are an exception. If your work environment is nothing but a problem, and has been that way for a while, then the "problem" is actually a whole order of magnitude (at least) greater than the immediate situation. In that case you'll probably have to tackle the job performance assessment first. Because it's likely the people who are causing the large and continuing issues, and you won't ever fix your problems until you tackle the personnel issues.
Posted by: Brian at December 5, 2007 11:19 AMYou can solve probems. You can search for the guilty, so that they can be punished. You cannot do both at the same time, because as soon as you start the blame game, everybody ceases to work on solving the problem and starts to do CYA and finger-pointing.
Posted by: Ken Katz at December 5, 2007 02:58 PMNo employee works in a vacuum. Everyone has a supervisor, so an obvious question should always be "where's the supervisor?
The supervisor, if he or she is competent at that task, should be planning upcoming work, observing work in progress, keeping an eye out for problems, and providing "compass heading checks".
Sure, you're going to have the occassional situation where someone falls flat on their face; it happens with human beings. In my experience, each of your staff people will fall flat on their face about once every few months, to one degree or another, just because of the pace of work or changes in the work environment.
At the same time, very few people I've supervised over the last 30 years came to work every day with the attitude of "I'm going to make a mistake today." Sometimes you need to provide more training, more detailed instructions, a reassignment to another position or mentoring on finding a position more in line with their skills and education.
One aspect not discussed is what about the employee who's an innovator, always looking for a new way to do things, a changed approach that produces measurable improvements or applying a new process and technology? That person is going to make mistakes simply because he or she is pushing the envelope of the routine. Are you going to fire that person when something goes wrong? If so, you need to be fired because you're the impediment to improvements in the organization.
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Three books. Three ways to change the world, your life, or at least Bob Lewis' bank account. Leading IT: The Toughest Job in the World distills the world of IT leadership into eight learnable skills and gives you concrete, practical techniques for each one of them. Bare Bones Project Management: What you can't not do makes project management manageable, even for first-time project managers with no formal training in the discipline. ManagementSpeak: What managers say/What they mean … well, it won't help your career, and won't make you a better manager. Mostly, it will make you chuckle, guffaw, and maybe even chortle. Make friends - it's the perfect gift for anyone who has ever suffered through one of those meetings. Order your copies today! |
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