Titles can be misleading. Sometimes this is intentional, a classic bait and switch to get your click. Other times they are unintentionally misleading, or even ironically so. This was the case with a recent article I was excited to read based on its ultimately misleading- or perhaps ironic- title: What Managers and Team Members Must Do to Build a Healthy Organization. Emphasis on healthy.
This is something that concerns many of us, including me who has been managed, has managed and now jelps people become stronger managers. I could not wait to read this article.
In it, the author divides the content into two main sections: what managers can do to build a healthy organization and what team members can do. True to its title. So far so good.
The author introduces these concepts by focusing on commitment. She lists examples of what causes team members to perceive a lack of commitment on their managers’ part and then what managers perceive to be a lack of commitment on their team members’ part.
As one of the items that causes managers to perceive lack of commitment in their staffs, the author lists:
They don’t appear willing to go above and beyond what is required
My mind immediately went to Office Space as it so often does. In one of its most famous scenes (view it HERE), Joanna works as a server at a TGIF-type restaurant. She is required to wear 15 pieces of “flair” (buttons, pins, etc.) on her uniform, and she does. Her boss then approaches her about “only” wearing 15 pieces of flair. Joanna asks if she should wear more. The boss refuses to give a clear answer. Instead he says, “If you feel that the bare minimum is enough then okay, but some people choose to wear more and we encourage that.” They both leave the conversation feeling exasperated. I do too.
Joanna is being chastised for meeting the expectation because in reality the expectation is to exceed the expectation. To go above and beyond. Just as was pointed out in the article. So it begs the question, if the expectation is to exceed the expectation, why not just make that the expectation? The thinking that meeting the expectation is a sign that you lack commitment is appalling and manipulative. It does not sound very healthy to me.
In Gallup’s famous study of over 1,000,000 U.S. workers, they discovered the 12 most salient things people need to be satisfied in their work. The #1 thing? Knowing what is expected of them. People cannot thrive when they have no idea what that even means. Just like Joanna. At various points in my career, just like me. And I’m guessing at times just like you. And your staff too.
Are you setting up a culture where meeting the expectation is not good enough? What are the implications of this?
As a leader, think about the messages you send, explicitly or otherwise, about what it means to meet expectations.
Do you praise people who come in early and stay late?
Why?
Do you have an item on your performance review form that evaluates whether an employee goes “above and beyond”?
Why?
Do you show appreciation for people who meet your expectations or only those who exceed them?
Why?
People want to be successful. To do this, they need to know what it means to be successful. As their manager, you need to let them know what it means to be successful. In no uncertain terms. If you want them to wear 15 pieces of flair, then do not chastise them when they do. If you want them to wear more than 15 pieces of flair, make sure you let them know. Do not leave it up to them to guess. Do not expect them to read your mind. Do not punish them for meeting the expectations you set.
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Managing well does not come naturally to most people. Let us help you do it well. You can reach us at: coachkat@katherinespinney.com or 703-688-2394.
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