Management Tip: Avoid the Five Fatal Flaws of Management

Newsletter  Feb. 2010 by John Boyens Part 1 of 2

The success of any Franchise Owner is tied directly to their ability to hire, train, motivate and retain good employees.  The focus of this article is point out the five fatal flaws of management and more importantly how to avoid them!

Fatal Flaw #1:  Unclear and Inconsistent Communication

Our research shows that ninety percent of management problems are “people” problems and ninety percent of “people” problems are communication problems.  While your mileage may vary if these statistics are roughly right communication is the key to increased productivity and effectiveness!

We have found that the biggest stumbling block to good communication is poor listening skills!  So what can be done to improve ones listening skills?  Here are five keys to becoming a better listener:

1. Eliminate distractions
   1. Turn off computer, Blackberry, TREO, iPhone, etc.
2. Get rid of excess paperwork at your desk
3. Know your blind spots…assumptions and prejudices
4. Be an active listener…paraphrase, ask questions
5. Be an empathic listener…listen to the way the message is being said

Once you’ve improved your listening skills here are five keys to delivering a better message:

• Know your objective
• Are you trying to inform, direct, educate, extract information, etc.?
• Be clear, specific and concise
• State your point in 25 words or less (when possible)
• Tailor your message to your audience
• Check for understanding
• Watch your body language

Fatal Flaw #2: Failure to Acknowledge/Manage Change

The belief of “status quo” or “standing still” is a serious and dangerous delusion in today’s economic times.  Businesses are either moving forward or falling behind because they certainly aren’t standing still!  Even if you don’t actually see the changes on a daily basis, it does not mean that they are not happening.  So, why do some Franchise Owners try to ignore change?  Our research shows that there are four reasons why many managers ignore change:

1. Emotion (fear of the unknown, anger, uncertainty, mistrust)
2. Perception (they do not see the need for the change)
3. Attitude (they believe that most changes are not for the better)
4. Reluctance (they adopt a wait and see attitude)

Remember, your team will sense and react to change whether the Owner and/or Manager chooses to accept it or ignore it.  So how does one communicate change?  One method to successfully communicate change is to utilize our Change Message Model:

1. State the change…Be clear, concise, truthful
2. Payoffs…Why the change?
3. Support…How are we going to get there?
4. Optimism…Be positive about the future and how this change will make their job more productive/secure

Fatal Flaw #3: Failing to Manage Team Members Differently

Members of your staff each require a different level of care and attention so it’s imperative that you adjust your management, coaching and mentoring skills to each individual person on your team.  So how does one go about learning the uniqueness of each team member?  One handy way to begin the development coaching process with your new team members (and all existing members for that matter) is to take a “Snap Shot.” SNAP is an acronym for:

1. Strengths: What does your team member do well?  What do they most enjoy doing?
2. New Objectives:  What are their short and long term goals? What do they want to accomplish this year?
3. Assistance:  How can you help them get there?  What resources are required?
4. Professional Development:  What skills would they like to improve or learn this year?  What are the best ways for them to learn?

Fatal Flaw #4: Failure to Establish Clear Goals/Expectations

• Make sure all tasks are clear and understood
• At the beginning of each year, establish each individual’s performance appraisal criteria
• Establish a contract with difficult employees to ensure success
• Create smaller and achievable incremental goals that are measured on a monthly and quarterly basis
• Provide variety in the scope of work
• Form a sponsor or mentor program
• Create individual development plans
• Establish a quarterly review process for your team

Fatal Flaw #5: Poor Time Management

1. Know what you want from your time
   1. The proven way to do it is to set goals and to set SMART (Specific, Measurable, Attainable, Rewarding, and Timely) goals
2. Learn the difference between urgent and important
3. Know and respect your priorities
   1. Plan your actions for achieving your goals
4. Know how you spend your time
   1. Analyze time wasters

So how do you avoid the Five Fatal Flaws of Management?  Lead your team with effective communication, embracing change, knowing your employees as people, establishing clear goals/expectations and efficient time management. Incorporate these skills into your day-to-day management style and you’ll lead by example!  Sales people see right through the “Do as I say – not as I do” type of management and they don’t respect it either.  Show them that you mean business and will help them achieve their personal and professional goals so they can reap the benefits of reaching their full potential.