Management Flexibility - What Can Happen
As a manager you will run into this type of situation many times and there can be many different scenarios. However, in every case, it is critical that you do not make potentially dangerous assumptions, that you do not overreact, and that you definitely gain understanding concerning the situation.
The Wrong Assumption
Many managers assume that the problem happened, or will not be solved, because the lead on the project has lost focus and needs to be brought back on focus quickly. The actual facts do not support this assumption.
The reason for the delay has been identified as a relatively common programming issue where work, not planned, must be completed in order to meet the current milestone. You have already agreed to contact the client and explain the situation, including the fact that the next milestone will be delivered on schedule. And finally, his behavior is extremely unusual which suggests that this is a temporary issue.
The First Step
It is still critical that you discover the reason for the temporary issue. But, you have to be careful on how you approach him. For example, if you go to him and say something like this, “Tom, you were not yourself today, this is a critical project and you have to stay focused. I don’t want to have to remind you again.” This kind of statement eliminates the possibility of your gaining any understanding as to why he was off focus. If you do not gain understanding, you cannot solve any problem, conflict resolution, or negotiation; in essence, making the correct decision without gaining understanding is extremely difficult.
This is how it should be handled. As the meeting breaks up, you catch up to Tom and say, “Tom, you seemed to be a bit off focus today, what’s going on?” This is said without concern, especially without frustration or anger. It is said with honest, from the heart, curiosity. You care about him and really want to know what’s going on. This cannot be faked, it must honestly come from your concern for him.
Here are two possible scenarios that can result from your honest question, there are, of course, many others, however, situations similar to these two have happened to me often over the years.
Scenario One
Tom responds, “I know. I’m so tired I couldn’t stay focused.”
“You’re tired? How come?”
“My brother’s visiting, I haven’t seen him for 5 years, and he loves to stay up late. I haven’t been to bed before 2 since Friday and I’m usually in bed by 10. He’s going home on Sunday, I’ll be fine next week.”
Another decision for you to make.
You could tell him to stand firm and tell his brother that he must get his sleep, that it’s affecting his work. He might agree, but challenging a brother he hasn’t seen in years will make it very difficult, if not impossible to carry out.
Here’s what I did and why I did it. Tom is critical to the project and I need his complete support and commitment. He has gone above and beyond what was expected, coming in early and staying late. If I noticed he was off focus, so have his team and there’s always a chance they will assume that he’s angry with them, which could lead to a morale problem, and the milestone problem has been basically solved.
For these four reasons, I said, “Tom, having this time with your brother is critically important, why you don’t take the rest of the day, tomorrow, and Friday off so you can spend some valuable time with him. Then come back to work on Monday ready to get this project done and out the door?”
“I can’t afford the vacation time, my wife has big plans for our vacation this year.”
“Who said anything about your taking vacation time? Don’t worry, I’ll take care of that.”
“Why would you do that, Brad?”
“Tom, you’re one of the best leads I’ve ever had, you’re here late or come in early whenever there’s a critical issue. I depend on you for the very good reason that you’re extremely dependable. I can easily justify giving you the time off. So … go … have a great time with your brother,”
“What do I tell my team?”
“Tell them the truth. Tell them that I want you to be able to spend some valuable time with your brother. That sleep walking around here isn’t doing anybody any good. And tell them that I believe you deserve the time off for all the extra hours you’ve been putting in. They’ll understand, they know better than I how hard you work. In addition, they’ll also know that I reward hard work.
Nothing but positive results came from my decision. In fact, the project was finished ahead of schedule.
Scenario Two
Tom responds, “Can we go to your office, I need to tell you something?”
There is no doubt that hearing either, “Can we go to your office?” or “Come to my office,” are both statements that cause a sense of fear, deep concern. It was no different for me, here was my number one guy on a critical project that needed to talk to me alone in my office, needed to tell me something; scary.
We went to my office and sat down. I choose to sit in one of my guest chairs and he took the other. I sensed it would be important for me to not demonstrate my power by taking the seat behind my desk. I didn’t want to be his boss, I wanted to be a concerned friend.
I asked, “What do you need to talk to me about, Tom?”
“Computer Associates has offered me a job with a 50 percent increase in my current salary. I’ve talked it over with my wife and she’s excited, we’ve been renting but this will allow us to buy our first home. I was going to accept the job this afternoon and then tell you of my decision. But, since you asked, I decided to tell you now.”
I was deeply concerned, but I tried not to show it. This was a situation that I had to handle very carefully. There might still be a chance to save him.
“What will you be doing for Computer Associates?”
“Basic stuff, solving business data issues, etc.”
“Doesn’t’ sound very exciting. Are you really sure you want to leave us and our exciting projects for “some basic stuff”?
“That’s what’s made this decision so tough. I love this job, it’s the best job I’ve ever had, probably one of the best program development jobs in the world. But, the increase in pay is so important to my wife; the chance for us to have our first home.”
I silently thought, His love of his job is my chance to save this.
I sat there silently for a minute or two, trying to decide what I could do that might change his mind. There’s no doubt that it had to include an increase in pay, without that, his wife would never agree.
Finally, I replied, “Tom, I’m sure you’re well aware that I can’t match their salary offer. ... But, they can’t match the challenge and potential this job offers. …
“Here’s what I can do. I was going to promote you to supervisor at the end of the current project. If I make that promotion effective immediately and give you a pay grade at the top of the supervisor schedule, I can get you to a 25 percent increase in your current salary. That’s the best I can do, but, it just might be enough for you to be able to get that new home, and, best of all, you’ll be able to continue doing what you love, what you’re passionate about it.”
“The promotion would be effective immediately?”
“Yes. Why don’t you give your wife a call and see what she thinks. Maybe you’ll be able to make that call this afternoon and turn down their job offer.”
Tom couldn’t get out of my office fast enough and he was back in less than 30 minutes.
With a smile on his face that shouted the results of his phone call, he said, “My wife agrees, she said, that my being happy in my job was worth much more than the extra 25 percent increase. God I love that woman.”
We shook hands on my offer and I said, “It’s good to have a new supervisor of your quality. Now get to work. Oh yes, don’t forget to turn down that job.”
He looked at me with a funny grin and said, “I already have.”
Yep, once again the project was delivered ahead of schedule. People who are trusted and respected, most often, turn in extraordinary results.
The lesson here is that if I had not handled that initial question, “What’s going on?” with honest curiosity, I would not have found out about the offer until he’d already accepted the job. By that time there was nothing I could have done to save him. With his integrity, once he committed, he would never have gone back on his word. It was critical that I discover the Computer Associates offer in advance of his final decision. And, if I had not be able or willing to be flexible in the promotion, salary issue, Computer Associates would have won the day. Both curiosity and flexibility created the opportunity for the outcome that resulted.
Copyright 2007, Brad Fregger |
