By
Dotun Merino
Understanding what motivates the people you are leading is a great way to better assist them, but you also have other pressures upon you as a leader, which can include your ultimate goal for your company as well as pressure from higher ups in your own hierarchy. What’s more, even when you are an understanding and compassionate leader, some may seek to test this.
The difference between an understanding but effective leader versus a weak leader is how well you respond when people attempt either consciously or unintentionally to cross boundaries. When someone engages in behavior that’s detrimental to your overall leadership vision, you occasionally have to intervene. What’s important in this case is that you intervene in an effective way that makes the situation better for everyone involved.
What are Your Intentions?
When you have to criticize or correct an employee, one of the most important things to consider are your own motivations. While it may be tempting to want to punish an employee who “acts up,” this can frequently create a poisonous environment where the employee misses the message of improvement and only hears a message that involves asserting your superior position over that employee.
This can recreate a sense of a parent-child relationship which runs counter to seeing the other person involved as a person and an equal who deserves respect. Punishment often has unintended consequences, as well. If you look at the number of criminals who leave prison only to return again after a time, it becomes evident that punishment can harden someone into repeating behaviors as much as it can deter that person from those behaviors.
Sometimes it is helpful to retreat from a potentially volatile interaction rather than addressing a person when you are angry. You can use email to schedule a time to address an issue, for example, which has the additional purpose of allowing you to restore your own emotional balance. Ultimately, you’re in conflict with an employee because he or she has crossed a boundary, whether it’s a social boundary or one related to your expectations for work. The more productive and effective approach is to find a way to correct the behavior rather than finding a way to punish the employee.
A Positive Vision of Success
One way to approach an intervention where you need to let an employee know about an area of improvement or an intolerable behavior that needs to be corrected is to try to envision the situation playing out in such a way that there are no losers. Instead, you want to consider a way in which everyone has an opportunity to come out a winner.
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For an employee who has trouble with being at work on time or at all, this might be a powerful move that allows that employee to take greater responsibility in her or his life, an improvement that can carry over into the long term, for example. When you develop a positive vision of what a successful correction looks like, you are better able to stay out of the punishment or blaming mentality that so often sabotages good intentions and well-meaning criticism.
Feedback Sandwich
Experiencing criticism can be a stressful situation, and the common approach towards hearing criticism is to prepare a defense. One way to soften another person’s experience of your criticism is to use the idea of a feedback sandwich. Instead of telling people what they are doing wrong all at once, you can mix the negative with genuine positive comments as well. It’s important that these are genuine, however, or you can come across as insincere and manipulative and lose any goodwill or trust you might have earned with your employees.
Finding a positive thing to say about an employee who needs correction serves an additional purpose as well. Whenever you are angry at another person, a good tactic to help spur your thinking away from that person’s faults is to consider something positive about that person. Having something good to say about your employee can help to put the entire situation into a more manageable perspective.
Following up (versus Badgering)
When you set goals, it’s important that you set a goal that is achievable and corresponds to a time frame. Similarly, when you intervene with an employee about an area that needs improvement, it is helpful to have a definite view of success, as well as a time frame for when you can check back with the employee. This follow-up will work better when it is approached as a “how are you doing with this?” rather than a “have you done what I told you to?” style conversation.
Furthermore, you should consider avoiding two types of extremes: not following up at all and overdoing your follow-up by continuously returning to the issue. When you initially discuss the issue with your employee, it will be most effective if you both identify a time in the future to schedule a follow-up conversation where you can check in with each other. If you never follow up it erodes your credibility when you do offer constructive criticism because it makes it seem as if there was no real need for criticism.
On the other hand, if you continuously come back to the situation that prompted the criticism, you put the employee into a guilt-redemption type drama. If you follow up with your employee at a scheduled time, and that employee has not shown improvement, you can re-assess what needs to be done further, and use that time to schedule another follow-up. Keeping your follow-ups structured can help you avoid the pitfalls that can turn following up and being invested in your employee’s success into a form of harassing your employee.
Know Your Employees
Regardless of which organizational structure you employ, to lead effectively it helps to know your employees on a personal and professional level. Obviously, with larger corporations, the former is more difficult than the latter, but taking the time to get to know your employees as people can help inform your decision making in ways that not only affect employee morale but also help in crafting more effective approaches. If you understand what it is like to work on the front lines, you can better address problems in such a way that does not create additional problems. Keeping abreast of what goes on in your employees’ lives can also help you in addressing each person as an individual.
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Genuine Empathy and the Power to Lead
Brian Browne Walker’s commentary on the I Ching offers some excellent advice about leadership: “Gentleness and understanding create in others an unconscious willingness to be led.” When you can genuinely understand where your employees are coming from, you are able to know exactly what to do or say to get the best results from them. This requires developing your own capacity for empathy. Here are some suggestions for developing your empathy:
Listen. You may not always understand where an employee is coming from. Even the most creative and open minded of people can fail to grasp another individual’s unique circumstances. Consequently, the only way you can understand where others are coming from is by listening to them. Listening in this sense is not merely listening to the words a person says, but listening for the underlying needs that the person may be expressing even while failing to articulate this.
Validate. Particularly in times where people seem far apart in their beliefs, it’s really easy to look at a person with whom you disagree and see an enemy. However, we all have the capacity to feel the same types of emotions, whether these are fear, anger, or joy. We also all have the same basic needs. When you try to recognize that beneath any disagreement are two people who need love and respect, it’s not so easy to see someone you disagree with as the enemy.
Consider your own attitude. When you find yourself in a disagreement with someone else, ask yourself what you want from the interaction. Do you want to see the other person punished? Is this about winning or being right? Wanting to see another person punished presumes that you know best, a dangerously arrogant attitude, especially from a leader, who should be looking to serve employees.
Suspend your own viewpoint. When you are trying to understand another person’s feelings, your own point of view isn’t a necessary perspective. In fact, it gets in the way of seeing another’s point of view. Remember that suspending your views is not the same as dropping them or changing them. Your viewpoint will still be there if you still need it.
Prof. Akindotun Merino is the CEO of Jars Education Group; a Professor of Psychology and a Mental Health Commissioner in California.
Share your successes and challenges:
drmerino@jarseducation.com
Text: 0705 629 0985
YouTube.com/akinmerino
Instagram: @drakinmerino: Twitter: @drakindotun
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