Before we "jump"

How many times have we KNOWN the right answer before we even knew all the facts?

How many times have we gotten upset with someone because we jumped to the result before we heard all the information?

How many times have we jumped in and tried to solve the problem before we even knew if our team member wanted our help?

How many times have we Looked Before Leaping?

If we, as leaders and bosses, are to have any credibility with our team members, we have to stop, listen, and think before we act. Nothing turns our people off more quickly than knee-jerk reactions from us.

Credible leadership is mature and thoughtful leadership. Let's take a minute to think about that.

Visibility

ARMY Story (this is a follow-on to this post "Leaders are there").

When I was the Communications Officer for 8-43 Air Defense Artillery back in the 80s, we spent a ton of time doing maneuvers out in the New Mexico desert. The reason we were out in the field so much was that we had just formed the unit from an initial group of 25-30 of us and built it up to about 700 soldiers in preparation of our move to Germany as part of the air defenses against the Russians and the Soviet bloc (this was before "the wall" came down, you know).

8-43 ADA was a PATRIOT missile unit that was heavy on communications (some called it a communications system that shot missiles). Anyway, I digress.

If the control vans and the launchers couldn't communicate, the unit was useless, so we trained, trained, trained. Back in the 80s, the doctrine was to move at night because we were less visible to the enemy in the dark. I did my best to be on site whenever a missile battery moved into position so I could watch the Commo guys get everything set up. Those days, people like me didn't get much rest because some unit was always moving and when that wasn't happening, other communication issues had to be dealt with. I would sit on the hood of my vehicle, watching the soldiers getting the equipment all set up and operating, trying to stay awake. I often looked at my watch to see what time it was...0200, 0300, 0330 and thinking about when I'd get some sleep. That's what I did.

"OK, great. You looked at your watch", you say. Yeah, yeah, I'm getting to the point. After our 4 months of rolling to the field every week was finally over, I was speaking to the Commo section sergeants from one of the PATRIOT batteries about how fast and efficiently his team had been...even more than the others. His response surprised me. He said, "we had to be fast, sir, since I saw you were constantly timing us." I started laughing. He asked what was funny. I said, "I wasn't timing you. I was just tired and kept looking at my watch to see how much sleep I'd get that night." He said, "And all that time, we thought you were timing us and I was determined my team was going to win the competition." I wish I had thought of that.

Visibility and interest by the leaders are key to the success their people. Even though I didn't realize it, I was giving the sergeant the perception of my keen interest (and I was interested) and my expectations of him and his team.

Do you have other examples of how leader visibility positively impacts the team?

Down the wrong path

You're working on a project or task and, after working on it for a while, you realize you're just heading in the wrong direction. You've got a lot invested here. There's a lot of visibility to your work and your reputation could be at stake. What do you do? Can you afford to deviate? Can you admit you made a mistake? Should you just move ahead down the wrong path and make the best of it?

From my perspective, there's only one thing to do: S T O P !


You need to stop, regroup, realign, and get on the right path. Think about hikers out in the woods. They probably use a map to keep heading the right direction. If they find out they're heading the wrong way, do they typically keep on going or do they stop, get back on the right path and move on? Of course, they stop...to do otherwise could be disastrous.

So it should be with us. As bad as it may seem to admit you've been going down the wrong path, it could be many times worse to stupidly keep going just because you can't be wrong.

Is there ever a time to keep on going down the wrong path?.

What do you have to get done today?

There are a million things to do and a hundred deadlines to meet. You've got to write emails, you've got to make phone calls, you have to sit in meetings and try to be engaged...and in between all of it, you have to get your daily work done.

How many of us feel this way on a regular basis?

What do we do about it? We get flustered, we respond to the loudest voice or the squeakiest wheel of the moment, and we try to get everything done. Or maybe, we run and hide, thinking that "doing the ostrich" and burying our heads in the sand will make it all go away. Regardless, we're most likely not being efficient and effective and we may be rough to live with while it's all happening. This kind of living stinks.

Is there a way out?

• Well, the first thing you have to do is ask yourself if you need to be doing everything you're doing. Are you doing some relatively simple work just because you like to do it or you're really good at it versus delegating it out?
• Moving on, is there anything you can say "no" to? As far as work is concerned, maybe that's not reasonable, but maybe there is. There may be some opportunities personally, too.

Great, you've delegated and you've pushed back and you still have a ton of things to do. There's no end in sight. Where do you turn? Stop and ask yourself this simple question:

"What do I HAVE to get done today?"

Just ask it. It seems so simple, yet when we are frazzled and feel overwhelmed, we often just forget. We forget to take a few minutes and prioritize.

So, shut the door, take a deep breath, and ask yourself the question. It may help you get through the day.

What other ways work for you in dealing with too many tasks on your list?

Benefit of the doubt

It's really easy to misunderstand someone else, especially in writing and especially on email. If people can start wars with the flick of a pen, think about the damage we can do with email. In fact, I wrote about this a while back (see post here).

The thing is, most of the time we're not trying to be difficult when we write to someone else (although I could be wrong). When misunderstandings take place, it's more about the receiving party taking the meaning differently than intended. We miss the tones and inflections and so we take the words however we want to or based on the mood we're in.

So, how many times have we misunderstood the message? How many times have we received an email that was innocent or benign, put a negative spin on it, and taken it as an attack? How many times have we ripped off a scathing response, one that anyone would KNOW was negative, only to find out later that the original message was not intended to be antagonistic?

We need to give email writers the benefit of the doubt. Unless we know the person at the other end is out to hurt us (and has proven it in others ways besides email), we need not jump to the negative.

We have several choices of how to take an email's meaning. Let's choose to put a positive spin on them and give the writers the benefit of the doubt until they prove otherwise.

You Don't Have To Be A Superstar

I used to work with a sergeant whose platoon (around 35 soldiers) was always the best. These men and women were head and shoulders above the rest of the platoons in my company (and probably in the entire battalion of about 600 soldiers). Typically, a platoon is led by a lieutenant and a Sergeant, First Class. This sergeant was so young in his career that he hadn't made it to Sergeant First Class, but was still a Staff Sergeant AND he had no lieutenant most of the time. When we were short of officers, I would let this sergeant lead on his own.

One time, Sergeant H and I were talking and I asked him, "why is it that your platoon is so strong? Why is it that they're so obviously superior to every other platoon around them?" His reply was, "Sir, my guys aren't superstars and I don't expect them to be. All I expect them to do is their jobs. All the others around them who don't perform will make them look like superstars."

Now, depending on how you choose to look at it, you can see this as an indictment on most of us OR you can look at it from the perspective of focus, teamwork, guidance, and expectations. Sergeant H didn't expect his people to perform miracles. He just expected them to do their work; he expected them to do their jobs.

What do you expect of your people? Do they know your expectations?

Is it your honor?

Do you consider it your honor to be a leader? Is it your honor to be a boss?

When your people come to you for guidance or advice, do you consider it an honor that they ask or are they being pests?

When one of your team members is messing up, do you consider it a pain to have to coach them or do you see it as an honor that you're entrusted to help him or her grow?

When you have customers who are unhappy, does it upset you to have deal with them or do you consider it an honor to be able to perform great service recovery and help them be even more loyal patrons?

Sometimes I think that, as bosses and leaders, we forget that we have been chosen and entrusted to help grow our organizations, develop our teams, and make fanatic fans of our customers.

It IS our honor.