A New Angle on Social Media

Many people see social media as a way to reach out to clients or customers and as a necessity in the global market today. What they don’t always realize is that many of these social media channels can actually be a great resource and tool. Twitter, for instance, can actually be an invaluable tool for market research. This is a location where you can listen to your competition and to your customers without them realizing that you are doing so. You don’t have to send out surveys. You don’t have to worry about getting feedback or client response when you ask for it. Rather, if you follow the Twitter accounts of your competitors and your customers, you’ll see what they are thinking, reading, watching and doing.

Your market research is sitting there, just waiting for you to tap into it. Few business leaders and social media professional realize that this is an invaluable aspect of the social media revolution – and it’s one that can have a serious impact on a company that takes this approach seriously.

A Hands-On Approach to Your Business

If you’re a business leader, it’s important for you to have your finger on the pulse of all aspects of the company. This means, for instance, if your company uses social media to connect with clients or partners, the business leader should be savvy in this area. It’s never appropriate to just assume that you’ll be able to hire great people who know how to do the aspects of the business that you don’t know how to do.

Rather, it’s important to build those skills yourself so that you can oversee the work that others are doing. This doesn’t mean that you have to become an expert in absolutely every aspect of the business, but it does mean that you should have familiarity with all aspects.

On a similar note, everyone in the company should have some idea of what people are doing in other departments. Even if someone is on the technology end of the company, they should still understand how the social media outreach works. If someone is writing copy – they should still know about the technology being developed and the products being introduced. These are a few of the ways that employees can ensure that they are working together and understanding the larger picture that goes into creating a successful company.

Getting the Best from Your Team

All managers want the same thing: getting the best from their workers. Although the goal sounds simple, it is anything but. Managers can be frustrated by less than 100% engagement from their team. Studies show that as many as 70% of employees are disengaged or emotionally disconnected from the companies that they work for. Luckily, it has also been shown that often the simplest and most basic tools to get improved performance work. Here are a few that are efficacious as well as cost-free.

Be a role model: If you want others to perform at their best, get your team to respect you. Be even handed and ethical, and your team will want to please you out of their respect for you. If your employees don’t respect you, they won’t want to give you their “all.” If they do respect you, they will be happy to follow you anywhere. It is bad form and bad for business for managers to be “above the law.” Setting an example is not only free, it leads to productivity.

Show a real interest in the careers of your team: Research has shown that successful companies motivate their workers by putting a real focus on career development. This strategy is nothing but common sense. All employees, on every level, are fiercely interested in their rise through the ranks. When a manager shows sincere interest in helping his employees acquire the skills to succeed, this brings loyalty and improved productivity, too.

Learn about your people and take an interest in their lives: You can’t really bring out the best in your employees without really knowing them. Try to find out what they are interested in, what they do and don’t like, what motivates them, and what are the issues they care about. Perhaps they are interested in money, respect praise, a bigger working space, or more time at home? The better you know your people and what makes them tick, the better your ability to push the correct managerial buttons.

Keeping Up the Company Morale

It’s not always easy being the boss and keeping your workers happy with their work. To get the most out of your workers, you don’t need them to just produce, but to feel that their production matters and that their place in the company matters. How do you keep workers motivated without taking away too much work time or spending too much on their comfort and entertainment?

First, everyone wants to have their accomplishments celebrated. Of course we always want to look forward to our goals and to future plans, but it’s very important to stop along the way to acknowledge past accomplishments. This can be done in many ways. Department heads can point out the best accomplishments in their department and one person from each department can be rewarded each quarter. Employees can be asked to write down their biggest accomplishments at the end of each month and one statement from each person can be compiled into a company email. These are a few ideas to keep people encouraged and to recognize their accomplishments.

Sometimes all that it takes is a chance to break away from the mold to make employees happy. This could be as simple as arranging for a group outing once a year or having a group lunch as a surprise in the office once in a while. You could pair up employees and give them a specific task you would like them to accomplish during the month, and offer them a few hours each week to work on it together. This allows people to get to know each other, to break up the routine and to accomplish something for the company.

These are just a few of the many ways that you can keep your eye on the prize while still rewarding your employees. Everyone wants to feel special and to have their accomplishments recognized. Make sure you are doing so to keep up company morale.

Maintain Your Objectivity And Credibility Through A One-Over-One Approval Process

One-over-one means that the actions you want to take for/against your direct reports must be approved by your boss. You shouldn’t have unilateral authority to reward or punish those under you without first clearing it with someone over you. Don’t be the judge, jury and executioner of your staff. Separation of powers is a worthy and time tested concept that has direct application to the business world. With positional power, you can change lives with a stroke of a pen: pay raises, promotions, demotions, dismissals. That kind of power deserves a check and balance. Having to justify your actions to someone above you is not a perfect solution by any means. But at least it presumes the decision making is objective.

Increase transparency to all of your key constituents. Offering a window to your bosses into your most sensitive of decisions will increase the transparency and therefore trust related to your judgments. It fosters a stronger position of moral authority and not a weaker one. The strength of your image is an important part of the tone you set as a leader.

Support your decisions with objective information. Facts are your friends when it comes to important judgements. They provide for just outcomes but equally are key lubricants for the change process as they are the foundation for rational communications. People need to understand the reasons behind your demands in order to best comply. It is much easier to explain why when the rationale is fact based.

 Explain the differences to winners and losers. Your ability to say that the process drove the decision, it was scrutinized and therefore fair, is a powerful way to build credibility. The beneficiaries of the decisions (the winners) will feel like they’ve really earned it. The disadvantaged (losers) will at least feel it was fair. It’s essential for both to have a solid reason to say yes or no and the fact that the decision came under a higher level of scrutiny will increase the credibility of the explanation.

Empowerment should Be Extended Gradually And Based On Performance

Giving things away is a lot easier than taking things back. Delegating authority, or empowerment, is no different. It isn’t something that should be rushed or freely given. It is something that should be earned that requires a solid foundation to ensure it is strong and sustainable.

Trust takes time. Building a foundation of trust doesn’t happen in an instant. Think of it as bricklaying. Trust is assembled one brick, or event, at a time. It requires a series of events that can be assessed for their effectiveness. What was the expected outcome and what was the actual outcome? What choices (decisions) were made along the way. Were they knucklehead choices or were they sound decisions, ideally based on data. If there was no analysis or assessment, the decisions may be more like gambling than risk taking. Bake that learning into your empowerment plans for the next go around and adjust your delegation as necessary. Take the time to evolve your levels of empowerment.

Seek disconfirming evidence. Insist that your team try to make good choices by looking for data that disputes what they believe. In assessing choices, utilizing facts as a basis is always a good start. But it is not enough to find data that agrees with their conclusions. They must actively seek data that doesn’t agree. This is called disconfirming evidence and essentially it means, they might be wrong. Oh boy, that’s a problem! Why would you want your team to actively seek to disprove what they believe? Well, because they could be wrong. And wouldn’t you want them to know that before they make a knucklehead choice. If you actively look for and don’t find evidence that disproves your beliefs, then by all means carry on, with confidence.

Have them repeat it back. You may know what you want them to do and may have repeated it a few times. There is always a risk of misunderstanding. A simple but powerful way to reduce this risk is to ask them to describe to you what they are doing. Have them repeat the problem statement so you can assure you are aligned. They can get corrective guidance at the beginning and you can avoid rework, frustration and hard feelings along the way.

Operating Plans Should Contemplate Setbacks And Include Alternatives

Plans are intended to guide your execution and will never be as precise as a mathematical formula because of the many variables they do and don’t contemplate. And let’s not forget the human factor, which is an essential part of any plan, is the least predictable variable of all. So a good plan should incorporate some room for mistakes, delays in timing, revenue misses, and cost overruns. These are downsides that require mitigation. You should think through them before you execute. Outcomes can also be better than plan. Isolate those variables as well and include them in your upsides list.

Isolate key assumptions that drive your financial performance. These assumptions / variables are the critical factors that you need to manage. They can include launch dates, hiring levels, expenditures, new product introductions, price changes, advertising, response rates, etc. It is critical that you get a clear handle on the 3 – 5 things that will drive your financial results and thereby determine your success. Have clear monitoring plans in place and stay on top of them. Make course corrections as needed.

Look for weak points that require attention. Always assess your plan, actuals and gaps. If you have a miss or a win by 10% or more, it bears looking into. It isn’t luck (good or bad). Something more important is going on. If you address misses as they arise, you lower your risks and get control of your execution before it can get out of hand.

Build on strengths and don’t abandon them. Operating plan management is not just about downsides. If you did a good job planning and you are executing well, you will be delighted to find that some things are going better than expected. Don’t ignore them. Isolate the reasons why and make sure the wins are sustainable.

Delegate Doesn’t Mean Abdicate

Delegate Doesn’t Mean Abdicate. Delegate means to entrust. Abdicate means to renounce. These concepts are clearly not the same thing. Leaders don’t empower / delegate and then walk away from the responsibility. No way! Leaders are still on the hook. But practically speaking, leaders can’t do everything so delegating responsibility is a necessity. Done well, delegating is also a great way to improve execution, capacity and engagement.

Define the problem correctly for your team. Effective delegation requires a common starting point. All parties need to have a common definition of the challenge or problem. “Fix it” won’t work if you don’t agree on what “it” is. Investing time in an upfront discussion of the problem everyone is trying to solve gives the person and team a fair shot at succeeding.

Define the outcome expected to guide the result. You can enhance your chances of success by spending time on the expected outcome. Describe what success might look like for the people you are delegating to and make sure they have a good grasp of the targeted result. Then, get out of their way and let them use their energy, skills, creativity and judgments to get it done.

Test for evidence along the way that the progress is real, or not. Delegate; but don’t abandon ship and god forbid don’t micromanage. Strike a balance between the two by guiding the results with simple questions that require objective answers like yes or no. Test for evidence that your team is on the right track and if they aren’t, help them correct their course by restating the problem and desired outcome. Informal conversations or formal reviews can get you to the same place, completely dependent upon your style.

Glen Wakeman: If You Want Excellence, Celebrate Successes

Demand excellence and you can get it. However, stars need the opportunity to shine and demands without rewards amount to tyranny. High performance organizations know this and always take the time to acknowledge excellence

Award effort but reward results. Excellence doesn’t mean effort. As a famous philosopher once said, “Do or not, there is no try.” Hard work deserves a thank you. Great results deserve more than that. They deserve recognition.

Make the rewards public. Recognition by peers is a powerful motivator. Blowing off steam by taking a bow and having a few laughs can re-energize the workforce. Public praise when it is meaningful, specific and personal cements bonds to the company and re-humanizes demanding leaders.  It’s also a great way to share tips, insights and secrets of success.

Share techniques as best practices. People are copy cats. Why not let your workforce copy the best practices of your best performers. Give the “Stars” an award, hand them a microphone and have them take a few seconds and explain what they did to get the results they achieved. Everyone will try to copy that and you will have instantly raised the skill levels of your employees. You will praise the best performers, strengthen your culture and have fun at the same time. Big or small organizations will benefit.

Use Dashboards To Enable Data Driven Management

Glen Wakeman Dashboard AccuracyKeeping track of things is an essential component of performance management. You do need to know if you are on track and Dashboards can be a great tool to clarify direction, set standards and align your team. The simpler the better. Good Dashboards are easy to find, read and understand. Dashboards are like an abbreviated scorecard.

Keep them simple so they can be easily understood. If it’s longer than 1 page, it isn’t a dashboard. It’s a report. Your goal on a dashboard is to quickly assimilate the status and then proceed to adjust. Clarity is paramount. Allow your staff to quickly spot the good, the maybe and bad by color coding the dashboards with green, yellow and red ratings. Refresh them often.

Focus on key variables that drive real performance. Identify the things you are trying to accomplish and avoid the temptation to go number crazy. More isn’t necessarily better. Quite often, long lists of numbers make things more confusing and ineffective. So, you will need a filter to determine what is really important. Measure how you make money, and ensure that your Dashboards track the drivers of your progress.  That’s the easiest way to align interests and is a powerful, no-surprises, communication tool.

Be consistent and disciplined about capturing, analyzing and communicating the results. Routine and repetition can ensure that the learnings are closely adhered to and acted upon. Accuracy is paramount to create a level playing field and the sense of fairness. Dashboards can be a great communication tool, provide a foundation for rewards and celebration and enhance the credibility of your views on performance.