What to do when a good worker fails as supervisor

It can be tough to look one of your employees in the eye and tell them, “This isn’t working.  You don’t have the ability to do this job.”  It can be especially painful when the employee thinks they can. A particularly difficult situation can come when you’ve promoted a good worker to a supervisory role, but they haven’t been able to learn and demonstrate the necessary skills.

To read the rest of this article from the Silicon Valley/San Jose Business Journal, see: What to do when a good worker fails as supervisor http://sanjose.bizjournals.com/sanjose/stories/2006/11/06/smallb5.html

It’s tempting to promote very competent workers.  After all, they have good skills, work ethic and know the job.  But the skills necessary to be a productive worker and to be an effective supervisor are different.

Take the case of Jane, a strong, task-oriented, problem solver – especially when she worked alone.

But as a supervisor, she’s a bust.  She doesn’t tell her staff what she needs and seems to delight in harassing them when they do things wrong.  She publicly criticizes anything she doesn’t agree with, loudly and relentlessly.  She blames and attacks others when she’s not successful, and casts suspicion and doubt on people who aren’t her favorites.  She ignores obvious legalities about confidentiality.  She’s negative, bullying and abusive.

Go back to the initial decision to promote her. What considerations went into it and how was the opportunity presented?  The overall perspective on a promotion should be that it’s a trial period.  Anyone moving from worker to supervisor has a lot to learn.  So be specific about your expectations of the employee in their new role and offer to help them make the transition.

Now comes your moment of truth. You have to face the music. Part of being a successful leader is making decisions for the betterment of the whole organization, even when you know your decisions are only best guesses and someone might disagree and have hurt feelings.

Jane needs to be demoted to become a worker again in her previous group or, more likely, demoted sideways so she doesn’t have to face her former co-workers after having been demoted.

The more you promote good workers without carefully examining the capabilities necessary to be a good supervisor, the more you’ll continue having heartache.  The more you avoid evaluation conversations, the poorer will be your results as a people manager.  The longer you allow Jane to victimize her staff; the longer you put off the conversation with Jane, the bigger the problem will grow.

And don’t chicken out by using email to avoid the conversation.

When should you keep a curmudgeon?

The worst part of having a curmudgeon on your staff is that you may have to put up with him, at least temporarily, if he’s valuable to your organization.  But he has to be very valuable.  And “temporarily” is the key word. Imagine, for example, a senior manager who criticizes every idea and decision openly at meetings and also behind his boss’ back.  Sometimes, he simply rolls his eyes, snorts, drums his fingers or overtly uses his smart phone.  The major expression of his negativity is “harrumph.”

To read the rest of this article from the Memphis Business Journal, see: When should you keep a curmudgeon? http://www.bizjournals.com/memphis/stories/2007/02/05/smallb3.html

He’s worse than impersonal.  He’s an active curmudgeon.  He makes clear he won’t go to birthday parties and other celebrations because they’re a waste of time and he’s too busy.  Or he goes and grumbles audibly the whole time.  You can almost hear him saying, “Bah. Humbug.”

He always knows the “right” answer and thinks “discussions” are him expressing his opinion, followed by everyone else acting instantly on his plan.  He’s an expert at harassment, bullying and abuse of power.  If he’s entrenched in the organization, he’ll even criticize his boss publicly.

This curmudgeon’s actually pleased he has a reputation as a no-nonsense guy.  When employees leave his department, he’s sure they couldn’t stand his high standards, weren’t willing to work hard enough or didn’t have the brains to keep up with him.

The most devastating effect of allowing such bullies to stay is that your actual culture – not the politically correct statements you’ve posted on wall plaques – is exposed.  Around these cranky, negative, toxic people, performance decreases and behavior sinks to the lowest level tolerated.  Also, creativity is destroyed, morale plummets and turnover increases around him.  That may convince you to make a thoughtful decision about removing him.

Many experts tell you to get rid of the curmudgeon right away; it’s the people-oriented, moral thing to do.

Dealing with “special cases” I have a somewhat different view.  In some fields and with some tasks, you may decide to accept the behavior because he’s unique and successful.  Typically, those are the fields in which genius counts.  Some examples are: the arts and theatre, surgeons, researchers, inventors, programmers, architects and athletes.  Or a special case may be the owner’s mother or children.

If you want to retain other valuable managers and maintain a respectful culture for the rest of the organization, make clear to everyone, including the curmudgeon, your reasons for keeping him, the behavioral lines he can’t cross and your plans to minimize brain damage to the rest of the staff.  Otherwise you’ll simply allow him to victimize everyone.

As his boss, you’ll have to micromanage him.  The words “communicate better” don’t have any meaning to him.  He thinks he’s communicating just fine and doesn’t know or value any other way.  Use behaviorally specific cue cards, “Say this. Do that.”

Peers will often put up with a curmudgeon because they can minimize contact and laugh behind his back.

But if he’s your boss, decide whether to put up with his behavior cheerfully, try to get upper management to change the behavior, transfer or retire.  Don’t endure behavior you can’t live with cheerfully.  Life is too short.

High standards protect everyone from unprofessional behavior.  You can learn to eliminate the high cost of low attitudes, behavior and performance.

All tactics are situational.  Expert coaching and consulting can help you create and implement a plan that fits you and your organization.

Stop Bullying: Say Goodbye to Toxic Friends

Sarah has been best friends with Heather for years, but she’s finally realized how much Heather has taken over her life and poisoned it. Sarah feels like Heather has been a toxic polluter in her environment, but she’s afraid that if:

• She didn’t have Heather, she’d be all alone.
• She said goodbye to Heather, Heather would get angry and retaliate with their friends and to Sarah’s family.

What should Sarah do?

Heather has been a sounding board for all Sarah’s decisions.  Heather always knows what Sarah should do to straighten her life out.  Sarah never married because Heather found faults with every guy that Sarah was interested in. Sarah stopped dieting because Heather told her she’d look bad if she was thin.

Sarah doesn’t have much time for herself since she has to be on-call in case Heather needs her.  Heather often has urgent requests for Sarah to do her chores or to meet her.  Sarah’s afraid to disappoint Heather because Heather gets so hurt and makes Sarah pay.

Heather criticizes Sarah relentlessly, spreads lies, rumors and malicious gossip, and gets other people angry at her.  Heather is angry and demanding, and nothing Sarah does is ever right or good enough.  Sarah is always to blame.

Within their circle of friends, Heather always takes center stage and even steals Sarah’s ideas.  Heather doesn’t allow Sarah to be with the others unless Heather is there.  Heather says it wouldn’t be kind, respectful or loving for Sarah to do things behind her back.

Sarah feels like she’s spent her life trying to please Heather and apologize to her and take the blame for everything.  But no matter how nice, kind and loving Sarah’s been, Heather hasn’t given her credit or changed her opinion or behavior.

How do you know your friend is toxic? I’d rephrase that into, “How do you know your friend is not really a friend?”  There are two types of warning signs:

• Your inner warning signs – you feel criticized, used, abused, harassed, unsafe, taken advantage of.  Your kindness, consideration, compromise, appeasement, apologies and efforts to please them are not rewarded by them doing the same for you.  They’re always right; you’re never good enough.  You’re afraid of what they’ll do if you displease them.
• Their external behavior – Their timing, agenda, feelings, desires, needs and wants matter much more than yours do.  If you start talking about your interests or feelings, they’ll rapidly shift the subject to theirs.  They can change the plans or be late but you can’t.  They say nasty things behind your back and justify what they did because they’re sure they’re right.  They make the rules.  If they’re angry over the slightest thing, they can retaliate in what ever outrageous, over-the-top way they want.  Their reasons are right.  It’s your fault and you deserve what you get.  They’re nice to you when they want something, but as soon as they get it, they’re mean and nasty or they put you down because you didn’t do it good enough.  You apologize but they never do.  You have 100% of the responsibility to heal any misunderstandings.

Make a list of behaviors that friends do. When Sarah made the list, she saw that Heather didn’t do these actions.  Since Heather didn’t, then whatever she calls herself or however Sarah thought about her, she’s not really a true friend.  In order to summon the strength, dedication and courage needed to stop bullies, we must see clearly how things really are and also name them accurately.

Can you get them to see they’re toxic and what if they don’t get it? Whenever Sarah asked or begged Heather to stop, Heather’s response for saying and doing such hurtful things was, “’I’m right.  You’re not trying to repress me, are you?”  Heather never thought she was wrong.  She always felt justified and righteous.  Sarah has tried to forgive Heather and to love her unconditionally, but that hasn’t changed Heather’s behavior.  Sarah didn’t think she could ever get Heather to admit how toxic she was.  She knew how quick Heather was to defend herself.  Nevertheless, Sarah tried to explain once more, just to give Heather a chance.  When Sarah brought up the subject, Heather got enraged and attacked Sarah for being a false friend.

Can you say goodbye just because you want to or do you need to be able to prove to them that they’re toxic? You don’t need an outside expert or a survey in order to decide how toxic your friend is (say, on a scale of 1 to 10) in order to give yourself permission to say goodbye to a toxic friend. You don’t need them to agree that they’re toxic.  If your toxic friend doesn’t get it and change their behavior, you can act on your own – just because you want to.  It’s important for you to use your own power to keep your personal environment free from toxic polluters.  Just because you want to is more than enough reason to do what you want.  In order to stop bullying and abuse by toxic people you’ve known for a long time, simply say, “No, that’s enough.”

What can you do if your toxic friend threatens to ruin you? They might tell your secrets or cut you down to everyone you know, including your family.  Of course it can be difficult.  But if you don’t say goodbye now, you’ll just prolong your pain indefinitely, maybe for the rest of your life.

If you don’t resist, you’re training that toxic person to do worse to you whenever they want.  Narcissistic control freaks and boundary pushers are relentless predators.  The only way they’ll stop is when they’re stopped or removed from the environment.

A better question is, “What behavior do you want to allow on your Isle of Song?” Ignore toxic bullies’ reasons, excuses and justifications.  Actions count; not apologies.  It’s your Isle; protect your personal ecology.  Say “goodbye,” no matter who the perpetrator is.

For some examples, see the case studies in “How to Stop Bullies in Their Tracks” and “Parenting Bully-Proof Kids,” 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.

How do you know if someone is your friend?

Dana is a seven-year old with a good heart.  In order to help a new girl, Amanda, break into her school, Dana befriends her.  She talks to the girl, hangs out with her on the playground and even has her mother arrange play-dates.  Dana is cheerful and popular, and her efforts are successful.  Other children also become friends with Amanda. But, even in the beginning of their friendship Amanda often manipulates, controls and bullies Dana.  Dana wonders, “Is Amanda really my friend and what should I do?”  Here’s what Amanda does.

Actually, Amanda is a manipulative, controlling stealth bully.  Stealth bullies are:

• Selfish – When Dana won’t do what Amanda wants, Amanda gets angry.  She yells that Dana is bad.  Amanda insists that her opinions matter more than Dana’s.
• Critical – She criticizes Dana’s clothes and what Dana likes to do.  She’s gleeful when she points out Dana’s mistakes.  She’s always putting Dana down, topping her, countering her and staying one-up.  She’s always right and righteous about it.
• Hyper-sensitive – When Dana plays with other girls, Amanda says that her feelings are hurt.  According to Amanda, Dana is her best friend and she’s supposed to play only with Amanda.  Amanda says that the only way Dana can make her feel good is for Dana to do what she wants.
• Deceitful – Amanda doesn’t apply that rule to herself.  She feels perfectly free to play with whoever she wants to.  She even snubs Dana when she wants to become “best friends” for a while with the other person.
• Righteous finger-pointers – Amanda is always right and when her feelings are hurt, it’s 100 percent Dana’s fault. She always blames Dana.

Dana is mystified.  Amanda says that she’s Dana’s best friend but Dana often feels verbally abused and emotionally intimidated.  Amanda stimulates Dana’s self-doubt and insecurity.  Dana doesn’t know what she’s done wrong when Amanda is hurt and angry.

Since Dana doesn’t identify Amanda as a stealth bully, she doesn’t resist Amanda’s attempts to manipulate and control her.

My coaching with Dana’s parents awakens them to the problem.  Their daughter is being manipulated and controlled.  I teach them how to help Dana recognize the patterns of Amanda’s manipulating.

So, how can Dana decide if Amanda is really her friend?  Dana and her parents make a list based on her interactions with Amanda – what would a true friend do in each of those situations?  Using this simple method, Dana can see that Amanda hasn’t done any of those things.  Dana recognizes that Amanda is a stealth bully.

Actions speak louder than words.  Actions show you who’s a true friend.  Reasons, justifications and excuses don’t.  Just like the expression, “Follow the money,” I use the expression, “Follow the actions.”

Dana’s parents help her accept that she’s done nothing wrong.  Amanda is the one with the problem.  Amanda doesn’t know how to be a good friend. 

But the important question for Dana is not, “Is Amanda my friend?”  The important question is, “Do I want to be with a person who acts like that, whether or not she calls herself my friend?”  Whatever Amanda’s upbringing and family problems are, she will have to act better if she wants to be with Dana.

Dana is now well on her way to breaking the pattern and creating a bully-free personal space.  She’s learned a valuable lesson she’ll need in junior high school.