Do a better job of managing people

Managing people can be an exasperating experience. Every time you think you have it figured out, someone does something to frustrate you. Over time it is easy to become cynical. However, there are certain skills and procedures that can help you succeed. Here are just a few:‍

Keep future focused.

‍You cannot do anything about the past, so focus on the future. Ask “what” and “how” questions, not “why” questions. “Why” questions drive you into the problem not the solution.

Problems are always in the past and solutions somewhere in the future. For example, asking an employee why he or she is late can generate a barrage of excuses. “The baby kept me up. I had to find my dog. The alarm clock broke, etc.” I know an employee who had 10 grandmothers die, 1 each year on the first day of hunting season.

Acknowledging the issue and asking a “what” or “how” question avoids excuses and focuses on finding a solution. “You’re late. What can we do in the future to ensure you are on time?” is a much more effective discussion.Identify if the problem is an attitude or skill issue.With an attitude problem the employee won’t do it. With a skill problem they can’t do it. While this is way too simplified a solution, a standard rule of thumb is train for skill problems and terminate attitude problems.

Be careful as pride and ego can make skill problems initially appear to be an attitude problem. For example, rather than admit he or she doesn’t know how to do the paperwork, many will express that the paperwork is stupid and a waste of their time, etc. rather than show their inability.

The first question to ask yourself is: If you gave the employee $1 million, could he or she do it? If the answer is no, capacity and ability are impacting the situation. We all have limitations. For example, no matter how hard I tried, I could never be an NBA center. I’m just not tall enough.

People have limitations such as age, physical strength, learning disabilities, etc. If the person does not have the ability, reassignment is essential. If the person is capable but cannot do a specific task, coaching and training is required.If the person has an attitude problem, is it an issue of values or circumstances? Some people just do not have the work ethic and other values required to be a good employee. You can teach people a skill but it is almost impossible to teach someone how to work.

While some jobs just require a warm body to do them, ultimately they need to be replaced. It is not unusual for employee circumstances to create a short-term attitude issue. Marital or children issues, a death in the family or illness can all create employee issues.

Talk with the employee about it. Listen once and then insist on performance. Losing his or her job certainly won’t help the situation. Plus winning at work can create a refuge from life’s challenges. If they are unable to get it together, suggest a leave of absence until things sort out.

Set expectations.

Manage behavior and work environment rather than trying to change personalities.

Remember that teacher in middle school who had a no-nonsense classroom environment. I bet you still remember his or her name.“Little Johnny Hellian” wanted to misbehave but knew better in that class. When Little Johnny went into that room, his personality didn’t change. What changed was the classroom environment forced a change in behavior.

As a manager it’s perfectly acceptable to control and monitor employee behavior but totally unrealistic to try and change employee personalities. For example, I can’t make people want to come to work, but I can create an environment not to pay them unless they show up. I can’t make a whiner stop whining, but I can choose not to listen to them. Trying to change a person’s personality is like trying to teach a pig how to sing; it doesn’t work and annoys the pig.

Establish achievable production goals.

Everyone likes to know where they are going and what success looks like. Help employees hit the estimate by setting daily and weekly production goals. A manager’s role is to help employees succeed and develop an engaging attitude.

Uncertainty can block our brain’s ability to prepare for future events and move forward. Anxiety or worry is typically about an imminent event or uncertain outcome. Keeping employees in the dark creates an anxious and unproductive workplace.

A manager’s role is to help workers succeed thru employee engagement, systematic communication and production targets. Set realistic goals and help employees achieve them. Everyone likes to win. One study found that only 1 in 9 construction workers could tell you what they were supposed to accomplish in a given day.Managing people is always challenging, but using these basic skills can help relieve your frustration. Stay future focused. Evaluate employee shortcomings and act according. Establish a culture of productive behavior by focusing on achievable goals.‍

Monroe Porter is former president of the PROOF Management business consulting firm. He can be reached at (804) 683-6628.