Telling the story a new way: Mother Goose in the workplace

Even the best of friends can drive each other to distraction. Potato, potahto, tomato, tomahto, you get the drill. If friendship can’t transcend petty differences, what are co-workers, in recession rocked, pressure packed, deadline driven organizations to do?

If you don’t have the energy to read what business gurus have to say on the subject, and want something a little more soothing, check out some Mother Goose.

For example: Jack and Jill ran up the hill to fetch a pail of water. Jack fell down and broke his crown and Jill came tumbling after.

Sit back, take a few liberties when you read between the lines, and you might distill a management lesson or two. For starters, let’s look at these opposing attitudes and perspectives:

“Jack, what’s with this “fetch a pail of water” and “up the hill” stuff? We have plenty of water right here so why should we bother? Besides, I’m not thirsty.”

“Trust me, Jill. I’m a strategic kinda’ guy. My instincts tell me this is something we need to do.  Besides, the hike will do you good.”

“Get real, Jack. If you want to climb that hill for water, knock yourself out. It’s a waste of time, I have better things to do, and I’m not the one who needs to take a hike, thank you very much.”

Jack, the boss, persists. Jill, the subordinate, relents. They trudge up the hill, get a pail of water, Jack falls down, breaks his crown, and Jill still insists she didn’t smack him with a bucket.

What’s the real deal? Jack’s instincts tell him what he wants and he goes after it, even if he can’t explain what it is and why it’s important. He likes to work on bigger issues and to develop strategies that accomplish longer term goals. Regrettably, he doesn’t explain his motivations or involve his employees in problem solving. No wonder they get aggravated.

Jill sees herself as a no-nonsense pragmatist. She’ll do what’s requested if it makes sense to her. Jack’s “trust me” attitude leaves her cold. Jack can persist, but whatever cooperation he gets will be against her grain, and he may pay dearly if he insists on doing it his way.

What other business insights can we learn from Mother Goose’s musings? Check this out:

Jack Sprat could eat no fat, his wife could eat no lean. And between them both, they licked the platter clean.

Yes, Jack and his wife were quite a sight at dinner parties but all had to agree, Jack had developed a system that demonstrated how opposites could work well together. He and the Missus leveraged their opposing strengths by identifying and optimizing them.

Did M. Goose provide other examples? How about…

Hickory, Dickory, Doc. The mouse ran up the clock. The Clock struck twelve, the mouse ran down, Hickory, Dickory, Doc.

It’s just possible that Mother Goose was writing about the demanding medical practice of  Drs. Hickory, Dickory,  and Doc and the tribulations of their office manager, Ms. Mouse:

Ms. Mouse was emotionally and physically exhausted. Despite her many years as office manager she felt she had no future. She wanted more authority and less responsibility. Instead she got more of the latter and less of the former. Always obedient, she did whatever she was told yet never felt appreciated for her efforts. She had gone into office administration hoping to make a difference. She left, believing there was none she could make.

Doctors Hickory and Dickory were surprised to learn of Ms. Mouse’s dissatisfaction and subsequent resignation. They had always assumed she enjoyed a frenetic pace and no life, as did they. “Had she told us, we would have done something for her, like get her orthopedic shoes and support stockings.”

Only Dr. Doc appreciated the challenges that the staff faced and realized his intervention was essential to changing attitudes and behaviors. He held weekly meetings, asking for staff suggestions to streamline operations and improve patient care. He utilized their ideas, valued their input, and told them so. It may have been too late for Ms. Mouse, but office morale improved as did patient satisfaction.

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Yes! You may use this article by Executive and Career Coach, Joyce Richman, in your blog, article in your blog, newsletter or website as long as you include the following bio box:

Joyce Richman (www.richmanresources.com) has been specializing in executive and career coaching since she started her own practice in 1982. She works in a variety of environments including: higher education, manufacturing, sales, marketing, media, technology, pharmaceuticals, medicine, banking and finance, service, IT, and non-profit sectors. A member of the adjunct faculty at the Center for Creative Leadership, Joyce is certified to administer a number of feedback and psychological instruments. Joyce is a weekly guest on WFMY-TV and the career columnist for The Greensboro News & Record. She is the author of Roads, Routes and Ruts: A Guidebook to Career Success and co-author of Getting Your Kid Out of the House and Into a Job. A popular speaker, Richman conducts seminars and workshops throughout the United States, Canada and Europe. Her coaching profile can be found at TheCoachingAssociation.com.

Be a Problem Solver — Not a Problem Maker

She’s intelligent, talented, and fired. This isn’t the first time and might not be the last unless she gets a handle on what’s not working and what is.

What’s working? Plenty. Claire (whose name is fictitious and behavior is real) is independent, self reliant, and self -starting. She thinks fast and talks faster. She’s analytic, organized and a wizard at remembering the details; all of which enable her to nail a problem at 500 paces. It’s what she does with the problem she’s nailed that’s her downfall:

“Who’s responsible? Who’s to blame? Somebody did it, own up!”

Suddenly she’s out of control, screaming, finger pointing, accusing every employee within earshot of conspiracy aimed at ruining her and the company. Once she’s satisfied the culprits have been blamed (if not found) she’s chasing another problem. By the time Claire gets home she’s exhausted. Here’s how she describes her day:

“I find problems and I want whatever’s broken to get fixed. It takes time and money to repeat the same errors, and we don’t have any to waste. What’s the matter with the people who work for this company? No matter how many times I point out the obvious, they either ignore the problem or what I’m telling them. I just don’t understand how they can care so little about their work or their workplace.”

You might wonder, what’s so bad? She’s doing her job, others aren’t, so why is that her problem and why is she getting fired? Ask her employees and they’ll tell you:

Claire’s a human wrecking ball. She thinks she’s great at finding problems? She creates more than she can ever hope to find. Just about everyone who’s left here, left because they’re no longer willing to take her insulting, in your face style. She’s one of those people who takes on too much then gets overwhelmed by the workload she asked for. She never wants help, never delegates anything, never asks for an opinion, and gets angry if you offer one. She’s a piece of work that no one wants to work for.

Claire’s in terminal trouble because she’s taken her strengths and turned them into liabilities. She assumes the worst and is determined to prove it. Her employees don’t respond to her attacks because they’re busy defending themselves. They have to because she doesn’t give them a chance to be part of the solution.

Claire’s an equal opportunity blamer. She treats her boss, peers, and subordinates the same way. She either greets them with a laundry list of what’s broken or bursts into their space with a snarling; “Did you know this was going on?” Whether she’s delivering a pronouncement or asking a question, it all sounds alike: “You idiot! You’ve done it again!”

Claire’s managing a business that’s battered by a wounded economy and a damaged national spirit. Employees need Claire to rally their support and loyalty. Claire’s boss needs her to be a problem solver, not a problem maker. As much as he doesn’t want to fire her, he needs someone who can mend, not tear the fabric of his organization.

Can she do it?

If she has to become someone else to achieve it, she can’t and won’t. Claire doesn’t want to maximize her weaknesses to minimize her strengths. She shouldn’t have to.

Claire needs to let employees be part of the solution. She may be great at finding what’s broken but she hasn’t demonstrated a talent for creating processes that don’t break. Her job is to access the ideas and suggestions of those who work with the system, rather than blame them when the system doesn’t work. They can either tell her how to fix it, or if she gives them the authority, they can fix it themselves.

Bottom line: Claire needs to level the playing field. There’s a trade-off between what she needs and doesn’t know and what other employees know and need. Blaming pushes them and their information away. Her goal may be to maximize company profits by minimizing waste but she’ll never get there if she’s the only one left in the game.

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Yes! You may use this article by Executive and Career Coach, Joyce Richman, in your blog, article in your blog, newsletter or website as long as you include the following bio box:

Joyce Richman (www.richmanresources.com) has been specializing in executive and career coaching since she started her own practice in 1982. She works in a variety of environments including: higher education, manufacturing, sales, marketing, media, technology, pharmaceuticals, medicine, banking and finance, service, IT, and non-profit sectors. A member of the adjunct faculty at the Center for Creative Leadership, Joyce is certified to administer a number of feedback and psychological instruments. Joyce is a weekly guest on WFMY-TV and the career columnist for The Greensboro News & Record. She is the author of Roads, Routes and Ruts: A Guidebook to Career Success and co-author of Getting Your Kid Out of the House and Into a Job. A popular speaker, Richman conducts seminars and workshops throughout the United States, Canada and Europe. Her coaching profile can be found at TheCoachingAssociation.com.

Hearing and Fearing in Today’s Workplace

If the following comments sound familiar, they may be representative of what many people hear or fear, in today’s workplace.

If you want a job here, you’ll do more with less.

You’ll demonstrate and communicate your worth to and for the organization every day you’re on our payroll.

You’ll retain and re-train qualified personnel at no cost to the company.

There are more reasons than space to describe why organizations pare their payrolls and tighten their belts. Bottom line, they want to stay in business and provide incomes for the owners, employees, vendors, and support services that depend on their continuing existence.

Reasons, no matter how prudent and sound, don’t stack up if you’re the one who gets the pink slip. The only good news about your bad news is that you know it’s over and if you want food, clothes, and shelter you’ll find another job.

What happens to layoff survivors? They’re the ones who sort through the aftermath and divide the workload that’s left. They go through the motions realizing that they’re commodities to be bought and sold; they’ll be asked to terminate others; told to do “more with less” and that work isn’t supposed to be fun.

For the past several years, employees were riding high because unemployment was at an all time low. Companies were jumping through all kinds of hoops to woo them, only to lose them to the competitor down the street.  Just showing up became reason for celebration. Suddenly, or so it seems, businesses find themselves back in the ‘80’s when everyone was more mean than lean, and the handwriting on the wall said “like it or leave it”.

In truth, employers don’t like it, they don’t expect that you will, and they don’t want you to leave. If you go, you’ll take knowledge, productivity, and reliability with you. If that isn’t bad enough, it will take time and money to replace you. All are in short supply.

Where does that leave the employer? Hopefully, learning from

experience. The last time the economy shuddered and businesses quaked, employers withdrew from their employees. They shut down communication with the people they needed most and created the workplace of  “what’s in it for me?” Without intending, they gave employees a reason to be cynical.

Employees are more street savvy now. They’re more independent, self reliant, and self-protective. They’ve learned to deal with change, get retrained, and negotiate their worth. They aren’t mad when they leave, they just leave.

You’re the boss. Level with them. Tell them what’s going on, where you want to take the company, the challenges to overcome, and the part you’d like them to play in making it happen. When employees are part of the solution, they’re not part of the problem. They need to hear that you need their intelligence, creativity, and flexibility to be successful.

If layoffs are in the cards, tell them. If you’re not sure, say so. You have an obligation to lead. If you turn around and no one’s following, that’s a strong indication that what you’re doing isn’t working.

If more of the same isn’t the answer, and you don’t know what to do differently, invest your money where there’s a high rate of return: enroll in quality leadership development programs and take your key players with you.

Read what leadership practitioners and gurus write on the subject. (John P. Kotter’s Leading Change; Morrell and Capparell’s Shackleton’s Way ; Buckingham and Coffman’s First Break All the Rules are examples of good reads.)

Create a team of diverse thinkers who can rally around a central vision and mission. Over communicate: say the same thing seven times in seven different ways. Celebrate victories, no matter the size.

Keep it simple, keep it honest, and lead by example.

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Yes! You may use this article in your blog, newsletter or website as long as you include the following bio box:

Joyce Richman (www.richmanresources.com) has been specializing in executive and career coaching since 1982. She works in a variety of environments including: higher education, manufacturing, sales, marketing, media, technology, pharmaceuticals, medicine, banking and finance, service, IT, and non-profit sectors. A member of the adjunct faculty at the Center for Creative Leadership, Joyce is certified to administer a number of feedback and psychological instruments. Joyce is a weekly guest on WFMY-TV and the career columnist for The Greensboro News & Record. She is the author of Roads, Routes and Ruts: A Guidebook to Career Success and co-author of Getting Your Kid Out of the House and Into a Job. A popular speaker, Richman conducts conducted seminars and workshops throughout the United States, Canada and Europe. Her coaching profile can be found at TheCoachingAssociation.com.

Question from a reader: How do I deal with petty complainers?

A reader asks:

Q: I enjoy my work but have no tolerance for petty people and this place is filled with them. They constantly complain about each other. What makes it worse is that the department head seems to buy into whatever is being said so now she’s part of the problem. I try to stay out of it but it’s inescapable. I know I need to find a job somewhere else but why should I give up what I enjoy because of their stupid behavior? Should I try to handle the situation or just give up? 
- D.E.

A: Before you give up on your current situation let’s look at what might be fixable right where you are. In order to do that, examine the challenge and separate the issues. 
You’re working with a bunch of squabblers who are creating more negativity than you can reasonably tolerate.

You try to stay out of it.

Your boss has become part of the problem instead of part of the solution.

You don’t know whether to stay and ignore it or find work somewhere else. 

Squabblers: Most employees who spend more time arguing with each other than getting the job done want the person in charge to take charge. Everyone’s a bit different. Some people need more structure; others less. Some want to know exactly what the boss expects; others want room to maneuver. Some need attention; others want to be left alone. The chaos occurs in the absence of clear leadership: everyone talks about what they want and no one listens and acts on what they’re saying.

You said that your boss “buys into whatever is being said and now she’s part of the problem”. When a boss takes sides, she’s not leading, she’s following. If she doesn’t clarify organizational and departmental goals, roles, and expectations, her employees operate in a vacuum. In that void, they’ll take their frustrations out on each other, with one or several vying for control.

Some people prefer to find fault and place blame when things are going badly. Others want to stay out of the fray, hoping that avoiding it will somehow make it tolerable. Hopefully, more of your colleagues prefer solutions to problems and would like to get back to work.

If you’re one of the latter and are willing to make an honest effort at leading change, there’s a significant role you can play: Listen to the complainers. I realize their gripes sound petty to you but they’re important to the people making them. Listen for themes in the information you hear. Pay attention to what you see. Call a group meeting. Describe your observations, without judgement. Ask for confirmation where you’re on target and clarification when you’re not. Help the group separate the issues that individuals have with each other from the larger issues the group may have with the boss or the company. Ask for a few volunteers (too many can be overwhelming and nonproductive) to present the group’s concerns to the boss.

Then make an appointment with her. Describe the purpose of the meeting, and ask if she’d like to see a written summary of the ideas the group would like to explore with her. Be sure to include suggestions for solutions the group agrees would benefit everyone: the individuals, the department, and the company. Indicate the group’s desire to work with her and each other in making things right for everyone.

Change takes effort, time, and patience. Everyone, including you, who are involved in the process needs to feel convinced that changing behaviors will result in better outcomes.

Should you leave or should you stay? For the near term, if you have the energy and grit, give the group and their solutions a chance to work. If you’ve given it your best shot and nothing changes, it’s time to look for an environment that better matches who you are and what you need.

Good luck. And let us know how it turns out.

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Yes! You may use this article by Executive and Career Coach, Joyce Richman, in your blog, newsletter or website as long as you include the following bio box:

Joyce Richman (www.richmanresources.com) has been specializing in executive and career coaching since she started her own practice in 1982. She works in a variety of environments including: higher education, manufacturing, sales, marketing, media, technology, pharmaceuticals, medicine, banking and finance, service, IT, and non-profit sectors. A member of the adjunct faculty at the Center for Creative Leadership, Joyce is certified to administer a number of feedback and psychological instruments. Joyce is a weekly guest on WFMY-TV and the career columnist for The Greensboro News & Record. She is the author of Roads, Routes and Ruts: A Guidebook to Career Success and co-author of Getting Your Kid Out of the House and Into a Job. A popular speaker, Richman conducts seminars and workshops throughout the United States, Canada andEurope. Her coaching profile can be found at TheCoachingAssociation.com.

Frustrated at the Crossroads

Frustrated folks are stuck at the crossroads of  Many Possibilities. They’re torn between their parent’s dreams and their own fantasies.The strongest sentiment they express is, “what if I choose the wrong path? I don’t want to commit myself to the wrong future.” With that fear firmly in place, they remain stuck. They prefer the angst of indecision to the requisite of choice. What they are missing is a realization that reasonable people, with benefit of new information and time, can choose again.

There are many people who inherently know which pathway to follow. They wait for permission to follow it.

Others know what they do well but worry they’re missing out on something better. They want someone to identify possibilities they may have overlooked.

Many like the safety of  “one road, one ticket “. They know what they have to do and do it, not because they love their work but that it’s work they can do. They know what to expect, their income is stable and their future secure. They manage themselves and their lives with constancy and steadfastness.  They are not prepared, emotionally or intellectually, for unexpected change.When that change comes in the form of a pink slip they become immobilized. Layoff, or termination without fault, defies their belief that good, hardworking people should be valued and retained. They don’t know what to do or where to turn.

And so they sit; the frustrated, the permission seeking, the worried, and the shell shocked, waiting for strobe lights to illuminate the path and point the way to the place they need to be. It doesn’t happen that way.

If you’re parked on a bench next to them and you’re interested in techniques that get you going, grab a pencil and a pad, you’ve got some work to do:

Start by taking inventory

What do you do well, naturally? What do you currently enjoy or have enjoyed as a hobby or pastime?  Do you prefer working alone or with others? If with others, how many others are involved?

If others are involved, what part do they play; what part do you play? If you prefer independence, what’s your preferred project or task?

What’s important or meaningful to you? What do you value in others? Describe the best boss or coach you’ve had; describe the best places you’ve worked. If you don’t have any positive memories, dig deeper. Who was your favorite teacher? Your favorite relative. Why?

When are you at your best? Are you more effective working hands-on, managing the practicality of day to day concerns in a workplace that has structure, order, and organization? Are you better at working with possibilities, creating outcomes not earlier considered?

Do you like to work from a checklist, with the expectations clear and the deadlines observed, or are you better off without boundaries, rules or regulations, figuring things out as you go?

Weave together your preferences.

I’m an independent, hands-on, pragmatic problem solver, preferring to work with tasks than people. I enjoy variety, flexibility, and mobility. I’m at my best when I can streamline processes, expedite outcomes, come in under budget and ahead of schedule.

Or possibly: I’m a team leader and a team player. I like to know what the goals are, and the payoffs that come from making them. I enjoy strategy more than details and design more than implementation. I’m able to understand what motivates and encourages people by listening to them. I put what I learn into practice by treating the people who work with me as I would my best customers.

Your strength profile becomes the foundation of your resume, your cover letters, your networking, and your interviews. It remains constant, no matter the company, the client, the product or the process.

Now get out there and start meeting people who enjoy the same things you do. Brainstorm job possibilities or directions that make sense. Follow up on ideas, call people you know and people you’re introduced to. Let them know who you are by describing what you do best and why you want to do it.

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Yes! You may use this article by Executive and Career Coach, Joyce Richman, in your blog, article in your blog, newsletter or website as long as you include the following bio box:

Joyce Richman (www.richmanresources.com) has been specializing in executive and career coaching since she started her own practice in 1982. She works in a variety of environments including: higher education, manufacturing, sales, marketing, media, technology, pharmaceuticals, medicine, banking and finance, service, IT, and non-profit sectors. A member of the adjunct faculty at the Center for Creative Leadership, Joyce is certified to administer a number of feedback and psychological instruments. Joyce is a weekly guest on WFMY-TV and the career columnist for The Greensboro News & Record. She is the author of Roads, Routes and Ruts: A Guidebook to Career Success and co-author of Getting Your Kid Out of the House and Into a Job. A popular speaker, Richman conducts seminars and workshops throughout the United States, Canada and Europe. Her coaching profile can be found at TheCoachingAssociation.com

Take a Moment for….

More than Techniques

I’ve written posts dedicated to the trials and tribulations of introverted employees who recognize their own potential while realizing that others don’t. I have described described techniques that the more quiet among us can use should they wish to become more visible, viable, and recognized members of the work community.

I’ve received some feedback: Many people don’t like “techniques”. They have an aversion to behaving in ways that are contrary to how they see themselves. They would rather remain true to their nature than to be seen as superficial, at best, and phony, at worst.

If that’s a concern of yours, and you’d rather not change yourself into a copy of someone else, let’s work with your strengths and ways to leverage them:

Most introverts don’t just listen; they have the natural capacity to listen deeply. They don’t take some information in, they take it all in. They stir it around, shove it here and poke it there. They don’t let go of the content or the intent until they have made sense of it. They connect it to information that arrived earlier and what they’ll take in later. They make sense of what they hear, and when invited, can present the abridged version of it, to those requesting their insights.

Introverts have the ability to contribute in significant ways to the process and progress of meetings. They take the varied comments that others make, assimilate, then aggregate them into a coherent whole. When they speak, they summarize what’s been said, without hyperbole. They connect the dots without having to control the dots.

Introverts, when working one on one, excel at providing feedback regarding the information their talking partner has just provided. They react in ways that demonstrate a deeper understanding of the issues than might otherwise be expected.

Anyone who chooses can maximize the introverts’ listening strength by 1. Invitation 2. Realization. 3. Presentation.

Invitation: Ask questions and give introverts sufficient time to respond. Introverts prefer to think before speaking, which necessitates pausing before they begin. If extroverts (who are more apt to speak before thinking) jump into the pause, the introvert will hold back. They’ll return to assimilating, editing, and silently testing the receptivity of the listener. So if you invite their thoughts, mean it, and listen to what they have to say.

Realization: Most introverts aren’t willing to compete for airtime against the more verbally aggressive and loquacious extroverts. They wait for an invitation to speak, an invitation they’re not apt to get. Why don’t they? Because they’re the quietest people in the room. How are others to know of their deep listening skills, their wit and wisdom? The likelihood of being asked an opinion, when not making an effort to offer one, is slim to none.

Presentation: Introverts don’t have much experience making presentations. When they must, they second-guess the phrasing, tonality, even banality of their expression. They seldom speak outside a select audience (close family, close friends), so they can be distracted by the sounds their voices make in a suddenly silent room. It isn’t surprising that as self critical as they are, they prefer to say less, not more. That’s everyone’s loss. It’s not that introverts are more or less intelligent, they just think longer and harder about what they hear and what they want to say.

Introverts: Bottom line, it’s going to take more energy than what you are currently expending to get your strengths out where the world (or your boss) can see them. You have more to offer than others realize. Provide them the visible and audible substance they need to determine that you not only have potential but also have the courage to act on it.

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Yes! You may use this article by Executive and Career Coach, Joyce Richman, in your blog, newsletter or website as long as you include the following bio box:

Joyce Richman (www.richmanresources.com) has been specializing in executive and career coaching since she started her own practice in 1982. She works in a variety of environments including: higher education, manufacturing, sales, marketing, media, technology, pharmaceuticals, medicine, banking and finance, service, IT, and non-profit sectors. A member of the adjunct faculty at the Center for Creative Leadership, Joyce is certified to administer a number of feedback and psychological instruments. Joyce is a weekly guest on WFMY-TV and the career columnist for The Greensboro News & Record. She is the author of Roads, Routes and Ruts: A Guidebook to Career Success and co-author of Getting Your Kid Out of the House and Into a Job. A popular speaker, Richman conducts seminars and workshops throughout the United States, Canada andEurope. Her coaching profile can be found at TheCoachingAssociation.com.

Seeing all the Pieces of the Forest

Anything Can Take You Off Course

Not a Laughing Matter

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