There are a few management theorists out there that really nail it when it comes to identifying what employees care about. Since retention is a good thing, because turnover is expensive in several ways, leaders need to care what keeps employees happy and productive on the job. So do guild leaders. In the back of my mind, I see Mel Gibson with a smirk on his face and the cover of that movie “What Women Want”. Since I never actually saw it, and can’t give out our gender secrets (at least not easily!), I’ll stick to talking about business and guild leading and you can decide for yourself whether the theory translates over to other types of relationships.
The simplest model I’ve seen approaches the issue from a negative perspective, and illustrates three factors that create “Job Misery”. This is Patrick Lencioni’s model, taken from his book, The Three Signs of a Miserable Job. Picture a triangle, representing Job Misery. Each side is made up of the following three factors:
Nobody knows who I am. Nobody cares. Nobody says hello when I log in, or says goodnight when I leave. Nobody ever catches me doing anything right. Or wrong. They just don’t care about me. I’m just another generic <tank> <healer> <dps>.
I need to know that my efforts matter to someone. I don’t feel part of the team. Nobody thanks me for the work I do. Nobody notices my debuffing, healing, decursing, mob pickup, kiting, etc. I need to feel I’m contributing to the guild’s success. Would it matter to them if I never showed up?
I wish I knew how I was doing. I don’t want the Raid Leader’s opinion, I want to know for myself whether I’m doing the right stuff.
This word, coined by Lencioni, is about your ability to objectively judge and measure your own performance, and whether you are meeting the necessary standard. It’s about having a tangible indication of success or failure, that isn’t subject to another’s opinion, so that you can feel in control of your own situation. What your guild could do to enable this is to make sure you understand your role in the fight clearly; and provide objective tools such as WWS or other meters, while encouraging you to compare your performance to your previous ones.
So, what do we as leaders do to combat “Job Misery” on our raiding teams? Since we run a completely volunteer organizaton, failing to address the three factors above means our guilds fail. Some of the factors that contribute to combating one or more of Lencioni’s Three Factors include:
Some Things Members Do Want
Camadarie. Cheerful guild chat with low drama.
Being greeted as they log on.
Interesting forum participation with a personal touch. Perhaps a Real Life pics thread, screenshot of the week thread, or humor section.
Officers with some people skills. Friendly. Approachable.
Leaders who catch members doing something right – in public or in private tells.
Leaders who catch members doing something wrong – privately, respectfully, in tells.
An upbeat, low drama, respectful raid environment.
Raid strats discussed on the forums, with each person’s role clearly laid out.
Published WWS or similar performance logs.
Understanding of how to read performance logs effectively.
Hearing “thank you”. For buffs, for Fish Feasts, for showing up on time, for working hard. Sincerely.
The opportunity to have suggestions listened to.
Celebration of successes. Even incremental ones.
Guildmates and officers who remember there’s a person behind the toon.
Being noticed, appreciated and significant to the team.
Whatelse does your guild do to combat “Job Misery”?
After over 20 years as a corporate trainer, I remain amused by the common perception that anyone can (effectively) give instructions or teach. It particularly surprises me that we are generally so ignorant of the importance of this skill, since we all need to do it, frequently, in small ways or large. It’s one of the key reasons many managers don’t delegate well. “It’s easier to do it themselves” because they lack skill in this specific area of communication. Many Wow Guild and corporate errors or miscommunications (or even accidents), are caused simply by people not knowing what’s expected of them. That’s also one of the most frequent complaints from employees about their managers, and a significant cause of job dissatisfaction. Your employees and your guild members want to feel they know what’s expected of them.
Who Will Teach the Teachers?
I remember having a conversation with a few bewildered T.A.s (Teaching Assistants) at a university faculty party once. I asked them what was done to prepare them for teaching, as they were actively doing the lectures for most of the classes they T.A.’d. That’s right, the Profs frequently don’t bother coming to class. Anyhow, their universal answer was “They make sure we know our stuff”. I reworded my question a few times, but I was speaking about a reality these otherwise-intelligent people couldn’t perceive. They kept giving me the same answer, unable to conceive that the fact that they knew the content didn’t automatically enable them to transmit that knowledge to someone else.
They honestly didn’t know that there was any specific skill or technique to teaching someone something, beyond knowing the content. You see the same belief frequently in parents who decide to teach their children (or spouses!) to drive. And usually the same abysmal level of success.
A Major Reason Raid Leaders (and Raiders) Get Frustrated
So I recognize the situation when I see it in World of Warcraft. Many boss fights are complex, and in some cases there are very specific actions each class/role has to take. One of the things my guild does well is that we don’t have only one raid leader. We have one who is arguably the best at on-the-fly strategy tweaking for progression fights. We have another who I would choose hands-down to lead any farmed content – he keeps things upbeat, moving quickly, and efficient. We have one that is brilliant at troubleshooting individual performance issues, and dealing with them in a calm and respectful manner. I consider myself best at complex fights where people are having trouble with the choreography. A fight like Kael was perfect for me to Raid Lead. Of course, we don’t always use the “right” raid leader at the right time, but a balanced variety helps.
Different People Learn In Different Ways
Due to my professional training background, I simply have more tools at my disposal for understanding why people are challenged by learning certain things, and how to address it. I consciously attempt to help the visual learners with diagrams, breaking out Visio when necessary. I know the kinesthetic learners need to learn one piece at a time, hands-on. I’m ok with the fact that the auditory learners need a verbal explanation, even if it’s all written down for them on the forums. I know that even if I explain the fight clearly in vent (for the auditories), I need to type key points for the visuals. I know that NO amount of explanation is as good as “Let’s pull this so you can get a feel for it”, for the kinesthetics.
I’m considered patient, but that’s mostly just understanding that different people learn in different ways, and at different paces. And, of course, having “Push to Talk” on my microphone so nobody hears the occasional ranting and cursing. 😉
“‘I think I should understand that better,’ Alice said very politely, ‘If I had it written down: but I’m afraid I can’t quite follow it as you say it.'”
– Lewis Carroll, Alice in Wonderland
Let’s Have a Four Minute Lesson in Giving Better Instructions
Now, there’s more to it than that, of course. I taught the prep course for Microsoft Train the Trainer Certification for three years, and it was a two day course, even though most participants had several years of training experience. However, a few basics and a little thought about the process of giving instruction could help your raids be much more enjoyable, and your progression smoother. Here’s a very short, simple and useful lesson in giving better instructions:
Atris, known in another world as Karilee, is a World of Warcraft Guild Leader and Business Consultant fascinated by how Leadership, Management and Teambuilding work in two different worlds. She believes that good leaders, good managers and good teams are essential for successfully defeating dragons, no matter what world you find yourself in.