Monday, August 25, 2014

The Thing You Don't Say

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One of the “Managers’ Ten Commandments” is: Thou shalt lead the way in saying the difficult things that need to be said.

Rachel is an art director and she is having trouble with Ross, one of the new graphic artists on her team. She is frustrated and confused about the hours that Ross works in the office versus at home. Yet she has not discussed this with Ross, even though his erratic arrival times at the office are becoming ever more frustrating to her.

One small detail: Ross has no idea that he is doing anything wrong. And after eight weeks of simmering Rachel just crossed over into flat-out furious.

Managers, please repeat after me: “I have to initiate the difficult conversations. I have to say the stuff that has to be said”.

At this point, Rachel has a number of excuses (she’s telling herself) as to why she hasn’t talked to Ross about his hours. But the real reason is that she doesn’t know how to have the conversation in a reasonable way. She is inexperienced, somewhat intimidated and just plain bad at conducting difficult conversations. So she rarely does it.

This management skill is called Mastering the Difficult Exchange, and it ought to be a part of Management 101. Because the only way to get good at it is to do it regularly.

Make a decision: don’t let a problem go on too long or too far. Don't let a question or conversation fester. Ever. Whether it’s between you and a direct report, your boss, another manager or someone down the hall, just spit it out. Ask the question. Bring up the problem. Identify the barrier. Say something.

Try this: decide to master the difficult exchange. Make this a behavior that you are known for. Become famous in your organization as the manager who is candid and forthright. Be the manager who never lets problems go too long or too far. Be the person who says the things that need to be said.



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شركة مكافحة حشرات بالجبيل