What to do when complaints are about a senior manager

Suppose your employees are grumbling about one of your senior managers, the director of a key department – he’s much too harsh and turnover is high.  What should you do? One option, the easy way out, is to ignore it.  This option may be especially appealing if productivity is decent, despite the grumbling.

To read the rest of this article from the Business First of Louisville, see: What to do when complaints are about a senior manager http://louisville.bizjournals.com/louisville/stories/2005/01/24/editorial2.html

But suppose you look deeper and the evidence is clear:  Your senior manager is a critical perfectionist.  He micro-manages with sarcastic criticism and put-downs, browbeats staff relentlessly, never gives compliments and hogs the credit and shovels the blame.  He harasses, bullies and abuses his staff.  Even long-term stars want out and productivity is merely OK.  Unhappiness has spread to other departments that have interacted with him.

You can still find easy explanations to avoid getting involved: You have other worries, there are no red flags on balance sheets, he treats you OK and he hasn’t thrown anything, hit anyone or blown up in public.  Employees always complain about hard-driving leaders and why open a can of worms?

Leaders who still gloss over these situations are merely conflict-avoidant.  They’ll ensure years of hard feelings, declining performance, scorn behind their backs and, eventually, increased costs to clean out a bigger cesspool.  Or maybe they think they’ll be long gone before it backs up to their door.

Another option is often chosen by leaders who think, “We’re all good people here. If we got together we’d agree on an effective compromise.”  They hope the politically correct approach of facilitated negotiation will manufacture a solution that works for everyone.

But in this situation that’s just a band-aid.  It won’t lead to long-term, productive change because the problem is a brutal manager, not a lack of understanding and acceptance of different styles within a reasonable range.

At this point, there’s little incentive for the senior manager to make consistent, lasting change.  During negotiations a lot of talk will happen, fingers will get pointed, people will get argumentative and defensive, hopes will get raised and dashed, and people will become even more polarized, antagonistic and litigious.  You’ve simply delayed a real solution and upped the pain and cost.

I recommend a third option: To give the problem manager a chance to turn things around and mend fences, give him an ultimatum - “change or else” - backed by short timelines, close monitoring, effective support for the changes you want him to make and repeated praise from you for any progress.

Get a coach-advisor the manager can respect, accept and trust.  He will need to learn a new managing style and new communication skills.  Expect stepwise progress as he learns whether his new approach can keep productivity, quality and kudos high.  Help him maintain leadership credibility by requiring training for the whole department hand having him participate.

How do you know when to quit dodging your responsibility and to use the third option? A truthful and global costing out is crucial.  See original article for details.

Take into account the effects of his behavior on:

• Productivity.
• Time spent by HR, staff and supervisors in all departments talking about incidents and dealing with complaints and hurt feelings.
• Effects on inter-departmental interactions.
• Transfer and turnover of good employees, especially outstanding young people who would be the next generation of leaders.
• Monetary and emotional costs of facilitated negotiations that fail.
• Costs for litigation, lawyers and buying silence from many employees.
• Lost respect for you and lost passion for your mission and goals, which will infect the organization.

You may have heard the expression, “People don’t leave organizations; they leave bad supervisors.”  That’s much too simplistic.

Once you have competitive benefits, great people leave bad environments – including poor supervisors, peers and coworkers, and systems that thwart accomplishment.  The most effective way of keeping the best employees and managers is setting high standards and standing up for them.

Remember, your leadership is on trial also.

Often, individuals need coaching and organizations need consulting to help them design and implement a plan that fits the situation.  To get the help you need, call Ben at 1-877-828-5543.

Don't let turf controllers undercut authority behind the scenes

We all know micro-managers who need to back off.  But just as often, I see employees who refuse to accept accountability and supervision.  They want absolute control of their turf and will resist, sabotage and badmouth any supervisor who wants to integrate them into an effective team. For example, Rita, a high-ranking professional, goes over Tom, her direct supervisor, to complain to a senior manager that Tom is micromanaging and wasting her time, so she can’t complete her tasks.  Rita also complains that Tom doesn’t inform her of meetings, springs deadlines on her without warning and talks down to her.

To read the rest of this article from the Memphis Business Journal, see: Don’t let turf controllers undercut authority behind the scenes http://www.bizjournals.com/memphis/stories/2008/09/29/smallb2.html

We found that Rita simply didn’t want any oversight.  There were records of calls and e-mails documenting timely announcements of meetings, requests for her to attend meetings, and clarity in expressing tasks and timelines that she pretended she didn’t know about.  She also hadn’t return calls so she could say later that she misunderstood assignments and timelines, had good-sounding excuses to avoid meetings where she’d have to report progress and had never brought her issues to Tom.  Instead, she had badmouthed him behind his back to other managers and employees.

She sabotaged, harassed, bullied and abused him behind his back.  She tried to form a clique to disparage and undermine him with her constant negativity.

What could Tom do?

• Realize he was in a battle with a person who was out to be her own boss by undercutting his authority.  Every attempt he’d made to accommodate Rita was met with more demands from her to be in total control of her own work.  She didn’t want to report to him or the team.  He’ll never make her happy.
• Document every request to her and every action plan developed by the team.
• Shine a light on her bullying behavior to the team and especially to the senior manager.
• Express his dissatisfaction with Rita’s performance and behavior in writing in order to counterbalance her complaints.
• Ask the senior manager not to listen to Rita in secret, but to bounce her complaints back to him or to hold meetings with both Rita and Tom together to discuss both their complaints.and-say-no/

What should the senior manager do?

Call Ben to learn what you can do to eliminate the high cost of turf controllers’ low attitudes.  All tactics are situational.  Expert coaching and consulting can help you create and implement a plan that fits you and your organization.

To Stop Bullies, Should Kids Ever Fight Back?

Jane’s 5 year-old daughter, Jenny, had been tormented for months by a bully in her class.  Even though the bullying girl was the same size as Jenny, she repeated took whatever Jenny was playing with, shoved Jenny down repeatedly and often pulled her clothes and hair. Jane had told her daughter that physical violence was never the answer.  Jenny should never sink to a bully’s level.  Also, the incidents were no big deal, the bully was probably bullied at home and didn’t know any better, Jenny should rise above and be the better and nicer person, Jenny should try to play nicely with the bully and make friends with her by giving the bully her toys, and to tell her teacher when incidents occurred.

The teacher talked to the bully but never stopped her behavior.

Eventually, one day, the bully grabbed a toy from Jenny and scratched her face.  In a fit of anger Jenny pushed the bully down and scratched her face really hard.  The bully backed away and cried.  The teacher was outraged at Jenny’s retaliation, sent her to the principal’s office and had Jane called.

What should Jane do?

First, what Jane did was to be very apologetic to the principal and teacher on Jenny’s behalf and then verbally chastise her daughter in the principal’s office for fighting back.  Fortunately for Jenny:

• Her mother did not make Jenny apologize face-to-face to the bully and the teacher was so busy and distracted that she forgot to punish Jenny in front of the bully.
• She felt so good after fighting back and winning that she ignored her mother’s attempts to lash her with shame, blame and guilt.  When she went back into class she gave the bully a dirty look and smiled threateningly at her.  That was Jenny taking her own power instead of waiting for someone to empower her.

Jane illustrates how well-meaning parents can be the number one risk factor in converting targets into victims.

What would I recommend Jane do instead?  Should kids like Jenny ever fight back?

• Jane should direct her anger at the teacher and principal who hadn’t protected her daughter from a bully.  Actually she should have been doing that all along, not simply after this incident.  She should have made repeated complaints, in writing, up the chain of responsibility of the school district.  Schools can create effective stop-bullying programs.
• She should have found out if other kids were being bullied at the school.  She should have rallied those parents, contacted lawyers and gotten the media involved in publicizing the do-nothing principals and district administrators who are a major factor in bullying-caused suicides.
• If I were Jenny’s parent, I’d take her out for ice cream or an even bigger treat.  I’d congratulate her on successfully defending herself.  I’d tell her that she’s probably going to have to hurt the bully once more because many bullies are boundary pushers.  The bully will probably try her old tactics once more to test Jenny’s courage, determination and resolve.
• I’d tell her that as she grows older, I’ll teach her how to fight back verbally and that if she learns verbal martial arts, she may not ever have to use physical methods.  But I’d see that she learns these also.
• I’d also tell her that her teacher and principal are cowards and jerks.  They don’t protect targets from predators under their care.  A 5 year-old can understand that.  So Jenny should just be quiet and nod when they lecture her, and she should ignore what they say.  If niceness doesn’t stop bullies, then Jenny should get me involved and if the authorities won’t protect her, she must use force.

When harassment, bullying and abuse are tolerated they don’t remain isolated incidents.  Instead, bullying rapidly becomes a generally accepted pattern at a school or a district.  When adults don’t fulfill their responsibilities, bullies realize they have the power to do whatever they want.  Other kids get lured into bullying or become bystanders instead of witnesses.  Behavior settles to the lowest common denominator.

Begging, bribery, appeasement, understanding, forgiveness, wishful thinking and the Golden Rule don’t stop bullies.  Unconditional love of bullies doesn’t stop their behavior.  Relentless bullies are predators.  Kindness doesn’t stop them; they misinterpret our kindness as weakness and an invitation to harm us more.

I’ve been interviewed many times on radio and television programs.  Almost every woman who has interviewed me was a Jenny whose mother told her to take the high road and never fight back, verbally or physically.  But unlike Jenny, they grew up being “nice girls.” Now, they wallow in negative second-guessing and self-doubt, and a little depression and defeatism because they never learned how to protect themselves.  Now, they bear some anger toward their mothers.

They’re also unable to stop bullies at work or to teach their children how to stop bullies in school.

But they’re all eager to learn how to stop bullies and how to make school officials protect their children, whether they want to or not.

For some examples, see the case studies in “Parenting Bully-Proof Kids,” the companion book to “How to Stop Bullies in Their Tracks,” available fastest from this web site.

Since all tactics depend on the situation, expert coaching by phone or Skype helps.  We can design a plan that fits you and your situation.  And build your will and skill to carry it out effectively.

Stop Workplace Bullies who Beat you up with the Rules

We all recognize bullies who yell, hit and make nasty remarks.  But how do you stop bullies who use the letter of the rules to gain power by browbeating co-workers and getting them in trouble? For example, in the last two years, Jane had lodged written complaints about numerous employees who’d broken rules.  The result: people looking over their shoulders, fearful and anxious, irritable and attacking each other.  In addition, low productivity, lots of sick leave and high turnover.

To read the rest of this article from The Orlando Business Journal, see: Stop workplace bullies who beat you up with the rules http://www.bizjournals.com/orlando/print-edition/2011/04/15/stop-workplace-bullies-who-beat-you-up.html

Learn what manager Joe did legally to undercut Jane’s bullying and power, encourage bystanders to come forward as witnesses, change the culture of his team and eliminate the high cost of low attitudes. All tactics are situational.  Expert coaching and consulting can help you create and implement a plan that fits you and your organization.

Who Should Stop School Bullies on the Bus?

James Jones, the Florida father who boarded a school bus to protect his 13 year-old daughter from school bullies, has been raked through the media for his over-reaction.  He’s apologized profusely that he threatened the bullies and the bus driver who hadn’t stopped the bullying. The episode was captured by the bus surveillance camera.  No doubt about what he did.  The case will wind its way through the courts.  No doubt he should have been more active in contacting the school instead of boarding the bus.  He admits it.

But I think the discussion has focused on the wrong aspect of the situation; on his over-reaction.

The more important aspect is whether there was indeed bullying and, if there was,

• How come the school principal was unaware?
• How come the driver didn’t report it?
• How come the videotapes weren’t scoured to see if there was evidence for the alleged bullying?
• How come the principal didn’t talk to kids on the school bus about acceptable behavior at the beginning of the year?
• How come none of the witnesses were willing to come forward, knowing that the principal and teachers would protect them?

A possible answer to these questions might be that there was never any bad behavior on the school bus.  But that would be surprising.  What was your experience on the school bus?  Ask your friends.

Jones, of Lake Mary, Florida, and his wife claim that their daughter, who has cerebral palsy, had been called names and pushed around.  They also claim that they had complained to Seminole County school administrators in the past, but nothing had been done to help their daughter.  Jones told deputies that boys placed an open condom on his daughter's head, smacked her on the back of her head, twisted her ear and shouted rude comments at her.

The response of the school administrators is the usual, “We didn’t know; they never contacted us.”  They focused on Mr. Jones’s over-reaction instead of on the alleged bullying on the bus.  “Changing the focus” is a typical tactic of bullies and people trying to gloss over their failure to respond effectively.

We don’t know the facts.  School bus tapes haven’t been scanned.  Complaints to the school officials by the Joneses haven’t been documented. However, I’m suggesting that in too many cases, school administrators are not proactive in creating an environment in which:

• Every kid knows that bullying is wrong and won’t be tolerated.
• Adults are monitoring areas in which most bullying occurs.
• Every child (every potential witness) knows what to do and that their reports will be confidential and they’ll be protected.

The huge outcry in support of Mr. Jones demonstrates the lurking fear that all parents have: principals, teachers and staff too often look the other way and don’t actively protect our children.  There’s the lurking fear that our child will be the next bullying-caused suicide.  We empathize with Mr. Jones’ frustration and anger.

I’d be more likely to believe the school principal if he or she stood next to Mr. Jones on nationwide television and said things like, “Yes, Mr. Jones over-reacted, but we won’t tolerate bullying anywhere at school, we’re reviewing tapes to see if there was bullying, we’re questioning the driver, we’re instituting a strong program to educate all teachers, staff and kids that we won’t tolerate bullying.  We’ll get the facts in this specific case.”

I disagree with the supposed experts who say that parents shouldn’t intervene, even if the targeted children can’t protect themselves, for example, because the number of bullies is overwhelming or because the child has cerebral palsy and can’t protect herself, like Mr. Jones’ daughter.

I think we simply have to know how to intervene more skillfully so that, when necessary, we know how to force inactive, lazy or reluctant principals to act.  For example, if the Joneses had been more skillful in documenting their complaints to the school, if they really did, there would be a clear paper trail of every interaction with the school administrators, including administrators’ signatures on minutes of every conversation and the Joneses would have copies.  Individualized coaching is crucial to developing this skill.

More important than psychologists’ claims that “when [parents] jump in and [intervene], it helps the kids actually feel worse because they feel less control, they feel like they can't handle themselves and they feel defenseless without the bodyguard there,” is that when children actually are overwhelmed or helpless, they know that they’re protected by responsible adults.  They can learn to protect themselves better as they grow more independent.

Mr. Jones’ daughter was helpless to defend herself.  The stress, anxiety and fear are greater because she wasn’t protected. Let’s focus on the real problem; bullying on the bus, near the lockers, on the playgrounds, in the bathrooms, in the hallways, in the cafeteria and everywhere else bullies feel safe to attack their targets.

You can see or listen to “How to Stop Bullies in Their Tracks” and “Parenting Bully-Proof Kids” for many examples of how to stop bullies.

Don't let Toxic Step-Fathers and Colluding Mothers Keep Abusing You

Toxic step-fathers and step-mothers are clichés because they’re all too common.  But the ubiquity of harassment, bullying and verbal, sexual and physical abuse doesn’t diminish the pain and long-term damage inflicted on defenseless kids. Of course, kids can also treat their step-parents cruelly, and step-mothers and biological parents can also be relentlessly cruel, but let’s focus here on step-fathers who abuse their size, control and power.

These step-fathers sexually abuse one or all of their step-daughters while the moms ignore the evil.  The perpetrators are to blame and the daughters’ anger is rightly focused on these men.

But let’s also look at the moms who won’t see or hear anything bad about their new husbands even though the complaints and evidence are clear, and the damage to their children is striking.

Later, when the complaints and evidence are brought forth by the now-adult and articulate children, these mothers will usually still defend and excuse the predators they invited into their homes.  Typically, the mothers whine and demand that their children should perpetuate the lies and secrets.  “After all,” they complain, “they deserve a little happiness after all they’ve suffered.  Their daughters should understand how hard it was for them.”

Nonsense.  These narcissistic mothers deserve nothing; certainly not the allegiance of their abused daughters.  Most daughters make repeated overtures of friendship to their uncaring and unsympathetic mothers.  The daughters hope that by understanding why their mothers didn’t protect and defend them they’ll be able to forgive their mothers and maintain a loving connection.

I hope that the emotional blackmail and manipulation contained in the word “forgiveness” will be the last straw.  How can the mothers heal the wounds they ignored and let fester during years of abuse?  In addition, these mothers rarely start making amends by getting rid of the perpetrators.

The daughters, who held the pain and trauma when they were young, are still left holding the emotional bag.  There’s no way they can release their anger by simply beating the bullies to death or making them burn slowly, even though he deserves even worse.

Separate from what social services and the police might have been able to do, what can the adult children do now?

• Don’t debate or argue.  Don’t try to get your mother and step-father to admit what they did.  They can keep you hung up, focusing on them for years.  Take your time and energy away from them and focus on a new life.
• Stop abusing yourself with negative self-talk and predictions of failure that increase self-doubt, stress and depression, and destroy self-confidence and self-esteem.  Convert those inner, self-bullying voices into helpful coaches.
• Get away from both your mother and step-father; physically and emotionally.  Get away from triggers that are guaranteed to keep you in emotional turmoil.  Don’t let abusers keep hitting a very black-and-blue area of your body, emotions and spirit.  Distance and no contact will help you focus on your present and future instead of on your past.
• Don’t let your children near them.  More important than their knowing their toxic grandparents is your protecting them from emotional and physical perpetrators.  Be a model for them to keep a flame of strength, courage and determination burning in their hearts no matter what happens to them.
• Forget about understanding and forgiveness; let these come in their own time, if they ever do.  Understanding why that old man, who may or may not be truly sorry now, could torture you like he did does not excuse or justify the behavior.  Understanding how your mother could allow you to be tortured does not excuse or justify the behavior.  Understanding why they maintained a conspiracy of silence then and now does not excuse or justify the behavior.
• Become internally invulnerable.  Use the past pain to inspire your present life.  I know that’s easy to say and hard to do.  Find people to remind you of your fighting spirit when your energy flags.  Get an expert coach to help you put the wounds behind you.  Fill the mental space in front of you with your vision of the present and future you want.

Don’t let toxic step-fathers and colluding mothers ruin any more of your life than they did when they had physical control of you.  You’re now an adult.  You have control of your physical, emotional and spiritual island.  Vote them off it.

Facebook Cyber Bullying Lawsuit Versus New York Teenager

As reported by Reid Epstein in Newsday, New York teenager, Denise Finkel has sued Facebook for $3 million because, she claims, it carried a fictitious Facebook chat group to bully, ostracize, ridicule, abuse and disgrace her.  The lawsuit states that former high school classmates, Michael Dauber, Jeffrey Schwartz, Leah Herz, and Melinda Danowitz created the chat room in which they falsely claimed that she had “inappropriate conduct with animals,” and had AIDS, as well as other sexually transmitted diseases. I want to focus on two related areas that I think are more important in the long run.

Of course there will be a lot of furor over whether any or all of the accused four did it and whether Facebook is liable for content that’s not obviously pornographic.  Did Finkel complain to Facebook and did Facebook turn a deaf ear to Finkel’s complaints?  And are the four people guilty as accused?

The first area that I think is more important in the long run is the ongoing effort to make new laws in response to new crimes, especially using new technology.  The natural way that we make new laws begins when some people commit acts not specifically covered under the old laws that have terrible consequences.  We respond by specifically labeling those new actions as crimes, and attach what we feel are appropriate criminal penalties.  Then we see, by trial-and-error, where to draw better lines.  The legal system is inevitably slow, inefficient and never perfect.

Given the increasing number of lives ruined by cyber bullying, emotional harassment and abuse, especially in schools, and the number of suicides stimulated by cyber bullying, I think that our society will make laws specifically stating that false and malicious statements and postings, in addition to pornography, are illegal.  I don’t think we’ll hold carriers like Facebook, MySpace, etc. liable for their postings.  But I think we’ll hold them liable for ignoring complaints about specific chat groups and postings that they continue to carry.

Many states and school districts, including Kansas, Oregon and California are considering such laws to protect children and teenagers from cyber bullying.

One stumbling block in making such laws is where to draw the lines and the hidden assumption that cyberbullying laws can and should be made “just right” for all situations – never too lax, never too harsh.  But the letter of the laws can never cover all situations with “just right” justice.  We always depend on human wisdom in the law’s application to specific situations.  That’s just the way it is – for better or for worse.

And I think that in this area, safety should triumph over cyber freedom.

The second area that I think is more important in the long run is parenting for the specific situations involving our kids and teenagers.  Our job is to monitor our children:

1. Do they look like they’re having a hard time (maybe being attacked by cyberbullies)?  How can we help them stop bullying on their own or do we need to intervene?
2. Are they witnessing cyber bullying and are they struggling to know whether or how to intervene?
3. Are they cyber bullies?  How do we stop them and help them develop the character to make amends and do better next time?
4. Should they even be on MySpace or Facebook or any social networking sites?  What else would be a better use of their time and energy?

And of course there are no easy answers.  No one is really dumb enough to think there are easy solutions.

There are no safe environments.  Schools and the real world have never been safe.  Schools and social networks are testing grounds for the real world.  And the real world is not and should not be safe.  Facing risks and danger helps us develop good sense, good character and the qualities necessary to survive.  Imagine growing up on a farm, in a wilderness village or in the middle ages.  Not safe.  I grew up in New York City.  Not safe.  Millennia ago we had to learn what a saber-toothed tiger’s foot prints looked like and how long ago they were left.  The world still requires survival skills, even if different ones.

Our job as parents is to teach our children the skills and grit to survive in whichever jungle or battleground they live, and to protect them when they’re over-matched.

For practical, real-world tactics designed to stop school bullies and bullying, please see “How to Stop Bullies in Their Tracks,” and “Parenting Bully-Proof Kids.”  Individualized coaching can design action plans to fit your specific situation.  Also, the strong and clear voice of an outside speaker can empower principals, teachers and other students to stop bullying and abuse.