Posted on 2009 under Leadership, Management, Recruiting |
This post is the third of three which began with:
Becoming a Great Manager – Part 1
Becoming a Great Manager – Part 2
Now let’s distill this down a bit further, and then if you want more, you can read First, Break All the Rules: What the World’s Greatest Managers Do Differently. These four areas are called “the Four Keys” of great managers in the book:
1. Choose People For Their Talents
Rule to break: Hire for experience, intelligence, and determination.
When selecting people, select for talent, not simply experience, intelligence, or determination. Skills and knowledge can be taught, talent cannot. Skills are the “how-to’s” of a role, like how to sheep with a focus macro. Knowledge is the information you are aware of, like the importance of Starlight for damage dealers on the Hodir fight. These can be learned, or taught, at any point. Talents, however, relate to reoccurring patterns of thought, feeling or behavior in the individual. They have to do with how your individual brain is wired and what you’re good at, that gives you joy. A talent is evidenced by a tank that not only has extreme combat awareness and reaction time, but takes joy in exercising it through protecting the squishy players.
“There is no point in trying to assess people’s abilities without first finding out what they care about.“
– Robert J. Thomas
Great managers are excellent at knowing what talents will matter to their teams and organizations, and selecting for them. Also, they have the confidence to hire excellent people and let them perform to their utmost.
“If you hire people who are smaller than you are, we shall become a company of dwarfs. If you hire people who are bigger than you are, we shall become a company of giants.“
– David Ogilvy
2. Define the Desired Outcomes
Rule to break: Set expectations by defining the right steps.
When you are setting expectations, focus on outcomes, not the steps to get there. Your people are individuals and may find routes to the goal that you’d never think of. Empower, don’t micromanage. Get obstacles out of the way, provide resources, and point your people in the right direction. They don’t need their hand held every step along the way, and attempting to do so won’t help them grow.
“Never tell people how to do things. Tell them what to do and they will surprise you with their ingenuity.”
– General George S. Patton
3. Motivate Based On Their Strengths
Rule to break: Motivate by helping your staff identify and overcome their weaknesses.
Motivate someone to improve their areas of strength, rather than focusing on their weaknesses. Their areas of weakness have to simply be adequate to do the job, any further development effort will pay off much better if focused on their strengths. Don’t expect or require everyone to be equally good at everything, or that’s what you may get, in the most mediocre way possible.
Get to know your people, befriend them even, and learn what makes them special and gives them joy to do well. Support them in developing that!
“Treat a man as he is, and he will remain as he is. Treat a man as he could be, and he will become what he should be.“
– Ralph Waldo Emerson
4. Promote/Position People Based on Strengths
Rule to break: Develop your staff by helping them learn and get promoted.
Help your members find the right fit for their particular talents and strengths. Don’t move them to a new role, from one they excel at, because it will make them more well-rounded. Never force someone to primarily focus on an area of weakness, especially by deliberately promoting them so that they can “work on it”. Don’t let job descriptions tyranize your organization. If you have a person with the perfect talents for a job that doesn’t exist, which will benefit your organization, create it. Ensure that your organization doesn’t provide rewards and recognition only to people who are promoted up the hierarchy, even if it takes them away from what they’re best at.
“The task of leadership is not to put greatness into people, but to elicit it, for the greatness is there already.”
– John Buchan
“In a hierarchically structured administration, people tend to be promoted up to their level of incompetence.”
– Lawrence J. Peter
A Final Question
If you comment, perhaps you’d answer a question for me. How many GREAT managers have you known, and why did you think of them that way? Thanks!
Posted on 2009 under Leadership, Management |
In Becoming a Great Manager – Part 1, we talked about the 12 questions that are indicators of a high-performing workplace, according to First, Break All the Rules: What the World’s Greatest Managers Do Differently. We’ll continue our discussion of how to become a Great Manager (or Guild Leader) by talking about the rule-breaking the title of the book refers to. The quotations in this article are taken from successful rule-breaking managers interviewed in the book.
Organizational vision, policies, and atmosphere matter, but what matters most to employee performance and retention is the immediate manager. In Wow terms, this is most often the Guild Leader or Raid Leader. You’ve heard it before, and probably experienced it: “People don’t leave jobs, they leave managers”. The right management is even more important in our gaming organizations, since our members are volunteer “staff”.
The most powerful and “manageable” of the 12 questions are the first 6, and they are about the employee’s perception of whether or not they belong. They are addressed by his or her direct manager’s engagement with the employee as an individual.
“A manager has to remember that he is on stage every day. His people are watching him. Everything he does, everything he says, and the way he says it, sends off clues to his employees. These clues effect performance. So never forget you are on that stage.”
“Never pass the buck.”
Don’t Treat Everyone Equally – Individualize
One of the mostly-unwritten rules of management which the book calls upon us to break is the rule “Everyone should be treated equally”. Of course they shouldn’t. They’re not the same people, or in the same roles, nor do they have the same needs. Each should certainly be treated fairly, but pretending they are the same person in order to do this is simply lazy thinking.
“Make each person comfortable with who they are.”
Most importantly of all, the leader/manager must focus on the strengths of each employee, helping them develop and enhance what they’re good at and excited about. Organizations need great front-line managers that don’t focus on weaknesses. They identify and accept weaknesses, and deal with them by planning for ways to compensate for them. However, their primary focus and effort is always on best using and developing the employee’s talents and areas of strength.
Get Close to Your Members
Another common belief about management is that leaders must hold themselves aloof from the rank and file. The managers of the most successful teams in the Gallup Study don’t. They get to know their staff on a personal level. They commit on a personal level.
“A lot of listening, a lot of getting to know who they are. It’s ok to become friends.”
“Make very few promises to your people, and keep them all.”
Hire for Talent – What is Talent Anyhow?
The book believes a company is misguided if the job description is so rigid that the person must be bent to conform to it. It’s more valuable to take a really talented person and create the right role just for them. Whatever you do, don’t put someone in a job that isn’t focused on their areas of strength. While skills and knowledge can be built after hiring, talents are something different (more on this in Part 3).
“Hire for talent, and once you’ve hired them, trust them.”
Promote For the Right Reasons
You’re looking for talent when you promote too, particularly to management and leadership positions. Too many organizations exhibit the classic Peter Principle, promoting someone beyond their area of competence (and joy). How many good technical professional’s careers (and those of their direct reports), have been spoiled by promoting them? Just because you’re a great programmer or technical wizard doesn’t mean you can manage people or projects. An amazingly talented and dedicated raider doesn’t necessarily have the right talent and skill for an officer position, and making those roles a “reward” for raiding prowess is a very risky choice for a Guild Leader to make.
“Don’t overpromote people.”
It’s Not About Control
If you think a manager’s main job to to control people, to make them do what they’re supposed to be doing, look again at the first two questions in the list of 12. They are about providing the employee or guild member with a sense of security; imbuing them with the belief that they’ll get the support they need to be successful. Just as you are reading this article to improve your knowledge, because you want to understand successful management, every single hire wants to perform well. Your primary job as a leader is to make sure they know what that looks like, have the resources to do so, have help overcoming organizational roadblocks, and can effectively evaluate and correct their own performance.
You can’t change people, but you can facilitate behavior, and you do this by clarifying expectations and giving consistent and constructive feedback, as well as offering the tools, training and reference materials needed for each role.
I read something a couple of months ago that has stuck in my mind, although unfortunately I don’t remember the source. It was a theory which states that most human beings want to be safely in the middle of their social hierarchy. They don’t want to be leaders, they prefer to be led. They also don’t want to be at the bottom of their respective social hierarchy, they fight for the “middle of the pack” position. The theory is postulating that there’s more than a bell curve at work here.
What Cavemen Have in Common With Your Team
The idea is that most of us, due to a heritage going back to our cavemen days, feel that it’s safest to to be unexceptional, to conform. The leader may have perks, but also has to charge the mammoth first. The weakest of the pack is the one not fed if there’s not enough food to go around. However, the middle of the pack is safe, low risk. Entire organizations can slip into this mindset at times.
What (Good) Leaders Don’t Want
This can lead to a number of behaviors that leaders don’t want to see in their teams:
- Peer pressure to not excel, or take risks.
- Refusal to step into leadership roles, contribute ideas, or even make personal decisions.
- “Brain off” performance mode, where they do what they’re told. Only what they’re told.
- Denigrating other people’s performance to make themselves look good.
This came to mind because of a conversation I had with a guild member the other day, where she expressed her frustration with the lack of initiative among certain members of the raid force. She felt that many of her teammates preferred to be led, or even micro-managed in raids, rather than taking initiative to make some decisions, ask questions, or self-manage. She believes they’re less effective than they could be by taking more initiative. And I agree.
Conformity is the jailer of freedom and the enemy of growth
-John Fitzgerald Kennedy
Now, this isn’t a big problem for us, because our guild delegates lots of jobs in raids, and rotates those jobs to various people, so there is an expectation of a certain amount of participation. We don’t have reserved raid jobs like Main Tank, Raid Leader, Loot Handler. These are done by various people, officer or not. It’s still noticeably a challenge to get members to step up and do even small roles, though. And I think the “middle of the pack” theory is largely why. It’s unconscious and habitual, but it’s something you’re going to encounter, particularly if you try to build an organization with a fairly flat hierarchy.
One who walks in another’s tracks leaves no footprints.
Making It Better, A Bit Deviously
So, how do you address the issue? I think we’ve made a good start in rotating jobs around, and giving members small opportunities to exhibit leadership. Praise and appreciation helps, of course. However, these are strategies to flatten the curve. In a relatively flat organization, you may hit the limits of that quite quickly. My other suggestion is that you focus on moving the curve. If I accept that many people want to be in the center of the pack, another strategy is to move the middle – move the bell curve itself.
The way this works in practice is to slowly, almost imperceptibly, increase performance and participation expectations. Over time, as you move the entire curve, the “middle of the pack” is now performing at a higher level.
Posted on 2009 under Guild Dynamics, Leadership, Management |
A wise wizard told me that there are only four critical things a guild leader has to get right:
I try to mentally keep my eye on that model when I ask myself how the guild is doing. It’s another of those models that applies very well to Real Life business management. Your fundamental systems have to be well thought out, in alignment with your values, clearly documented… and most importantly, followed.
I’m a big believer in recruiting for attitude, once you’ve established basic credentials. This means you need to take some extra time to get to know the applicant, and have them get to know you, but I believe it pays off in the long run. Of course, if you’re running an uber-Hardcore guild, there is no “long run” most of the time. Those guilds are often fairly unstable, with high turnover, because they can’t choose to take personality into account much. They have to focus on performance above all, if competitive progression is their reason for existing. I’m glad we don’t have to be that short-term about our recruiting, as some of our most productive and high-performance raiders didn’t start out that way.
What are the SWOTs (Strengths, Weaknesses, Opportunities and Threats) of your organization’s recruiting system?
We had challenges early on with making participation fair. We didn’t want our raiders ‘competing’ for raid spots, since fun is a value as important as progression in our guild. We don’t run a bench, every raider raids (although not every guild member is a raider). We needed a way to ensure that everyone got their fair share of face time. That ultimately became our unfortunately-named “RoT” system, or “Ready on Time” system. We track who signs up, who shows up on time, and who gets in raids. Then we use an excel spreadsheet to analyze this data and show us whose turn it is to sit in backup. It’s transparent, public, and applied equitably to everyone from raid leaders down to the newest recruit.
This system has almost completely eliminated any drama over whose turn it is to get in raids. It’s also delivered side benefits in allowing us to easily track attendance patterns, and see what classes/roles we should be recruiting. We no longer have to guess at our recruiting needs. We can see changes in a raider’s attendance patterns, and an officer can follow up on that to find out if it’s temporary or permanent. If a raider’s attendance drops below our acceptable minimum, we can see it at a glance and address it. Most importantly, the system is public and objective, and everyone knows what’s expected of them. That leads to our next topic, loot.
Loot – the Reward System
Our guild runs on a “pay for participation” system, commonly known as DKP, or Dragon Kill Points. If you show up available to raid, whether you are in the raid or in backup, you earn points which can be used to “buy” items in game. It’s similar to a company that pays by the hour, although in this case everyone earns the same amount hourly. From our perspective, it’s public and objective, and that’s what matters most to us.
Some guilds use a Loot Council system, which is more dynamic and in some ways more efficient. That concept revolves around having a group (often officers) decide who needs an item most. What you give up for that efficiency is objectivity. Loot Council systems tend to attract drama at times, even in very mature guilds, but when progression > all other values, it can be the right system.
The main point is that your system, whatever it is, has to be clearly documented. Members need to know what they’re agreeing to as a reward system, before they join. Questions need to be addressed promptly and clearly. Definitely, no smoke and mirrors. Whatever is promised has to be what’s really delivered.
The final Key to a successful guild is to have a plan or system for dismissal. I consider retention the flip side of dismissal, and tend to spend more time thinking about retention, but both have to be considered by any guild leader. Retention is mostly about fair systems, clear expectations, good communications and good listening. More on that another day.
Dismissal, or any kind of turnover, needs a defined process. The way we handle it is to make sure that all officers know that while they can guild remove a member in an extreme case, the member in question should be told it’s a temporary situation while the officers discuss it. Nobody, even the guild leader, removes a member permanently without discussion. If a member is removed, or leaves on their own, we make sure we find out why, and keep notes in the officer forums so that we can track trends, and also so that we have them for reference if the person wishes to return at a later date. Any organization that has no form of exit interview when people leave, is giving up valuable information that can help them become more successful.
Posted on 2009 under Guild Dynamics, Teambuilding |
Every organization needs a clearly stated intention. If you don’t know what your purpose is, you aren’t going to have a hope of aligning a team to get you there.
“Our intention creates our reality.”
– Wayne Dyer
My World of Warcraft guild started as a split off from another guild. Many of us had joined it to raid, and yet its most senior officers, although they’d never stated it, saw it as a social guild. The focus and discipline of raiding wasn’t something they wanted to do, and one day one of them told several of us who had been trying to keep raids going, “If raiding is essential to your enjoyment of the game, you should leave.” We waited a day or two for the Guild Leader to retract that statement. We were angry, because we’d never been told it wasn’t a raiding guild – in fact we’d joined that guild to raid. With a little thought, we realized that we’d been done a favor. We had clearly been told we couldn’t have what we wanted there, and we knew what we wanted. Five of us decided to leave and form our new raiding guild.
One reason it has been successful is that we stated our purpose, our intention, in writing at the start. Everyone who joined that guild knew what its goals were. Now, about 80% of the old guild ended up following the few who left, and that became a challenge in the first year, because our vision of progression raiding involved educating all of those people to what that meant and what it cost. However, we had the touchstone of our clearly stated objective for the guild to fall back on, and we stuck to it as we created and refined policy. Anyone in our guild could tell you its purpose, which is one of the essentials for its survival and prerequisites for success.
I’ve often noticed when talking to entrepreneurs, or even employees, that the clarity with which they can state the intention of their organization or role is a pretty good test of how effective they are in it. Ask someone “what do you do?” or “what does your company do?”. If you can’t get a clear, focused answer in 25 words or less, it’s a symptom of a much bigger problem.
Our guild is a guild of friends formed to have fun together raiding all current progression content, while keeping Real Life > Game.
I am a ‘personal business trainer’, partnering with organizations and entrepreneurs that have made the decision to make a quantum shift in their growth.
Try It Yourself
Try the ’25 words or less’ test on your guild, your business, your job. Try it on your choice of friends. In this world of information overload, being able to refine your focus to what is most important is critical. When you can angle the magnifying glass just right, you can light a fire!