Урок для менеджерів 5.1. Вимогливість – найбільш недооцінений скіл керівника

The Importance of Accountability in Management

Introduction to Accountability

• Peter Drucker emphasizes that organizations must demand accountability from employees, regardless of their desire for it.

• The concept of "demandingness" is introduced as a principle for employee development and improvement.

Demand for Higher Standards

• The speaker believes demandingness is the most crucial principle for developing employees and is often underappreciated among managers.

• A detailed exploration of the skill of demandingness will be conducted, aiming to elevate its importance within management practices.

Defining Demandingness

Key Definitions

• Two definitions of demandingness are highlighted:

• It is a positive moral and ethical quality that drives individuals to action.

• It reflects a confident desire not to settle for mediocre outcomes.

Characteristics of Demandingness

• Demandingness involves both willpower and the ability to motivate oneself or others towards action.

• Professionals exhibit demandingness by striving for excellence, akin to how wine experts select high-rated wines based on strict criteria.

The Role of Experts in Professionalism

Understanding Expertise

• Experts are often part of the top percentage in their field, demonstrating exceptional skills compared to the majority.

• The distinction between average professionals and experts lies in their level of demandingness towards themselves and others.

Becoming a Professional

• To achieve professional status, one must embrace demanding standards; this mindset is essential for success in any profession.

Healthy vs. Unhealthy Demand

Differentiating Types of Demand

• It's crucial to distinguish between healthy demands from a well-adjusted individual versus those stemming from perfectionism.

• Perfectionism can be detrimental; it’s recognized as a disorder that can hinder productivity and creativity.

Managing Perfectionism

• The speaker shares personal experiences with perfectionism, noting progress toward moderation while still recognizing its challenges.

Understanding Perfectionism and Demand in Professional Settings

The Nature of Demands

• Discussion on the importance of formatting, such as using long dashes instead of short ones, and the preference for specific quotation marks.

• Personal anecdote about requesting document adjustments to avoid missing important data due to formatting issues; highlights a professional deformation that may affect collaboration.

Balancing Perfectionism with Practicality

• Emphasis on questioning whether high standards truly impact the final outcome; stresses focusing on meaning over visual presentation.

• Acknowledgment that colleagues appreciated the lesson on setting demands, but warns against conflating perfectionism with reasonable expectations.

Distinguishing Between Healthy and Unhealthy Standards

• Clarification that true demand should not stem from personal perfectionism but rather from a desire for quality work and results.

• Example of feedback from a top manager who differentiates between perfectionist demands and necessary clarity in data presentation.

Effective Management Practices

• Importance of demanding transparency and clear analytics rather than superficial formatting details; these are essential managerial skills.

• Reminder that while some demands may seem trivial, they can be crucial when dealing with client-facing materials.

The Role of Demand in Professional Growth

Setting High Standards for Success

• Introduction to Goethe's quote about achieving goals through high standards; sets the stage for discussing demand in management.

• Explanation that traditional management focuses on obtaining quality results from employees, regardless of their motivation levels.

Managing Team Dynamics

• Insight into viewing team members as more than resources; emphasizes the need for managers to ensure results despite varying team motivations.

• Discussion about addressing underperforming team members by either motivating them or letting them go if they do not align with goals.

Achieving Results Through Demand

• Recognition that even weak teams can deliver results through effective demand; highlights how this approach is vital for success.

• Conclusion emphasizing that demanding excellence fosters growth among employees who may initially lack motivation or capability.

The Importance of Demand in Team Management

The Role of Demand in Employee Performance

• When employees perform satisfactorily, they should be required to do well; when they perform well, they should be pushed for excellence. If they excel, managers should refrain from micromanaging them with trivial details.

• Even if a team lacks motivation, it is crucial to address their issues and provide opportunities for improvement. Referencing methodologies like Hersey-Blanchard can aid in motivating and developing team members.

Balancing Motivation and Demand

• There will always be a segment of the team that is unmotivated; however, demanding performance can help elevate those who are capable but struggling. Strong individuals seek out demand as it fosters growth.

• High-performing individuals prefer working with demanding leaders rather than settling for mediocrity. They recognize the need for continuous personal development beyond their current capabilities.

Developing Skills Through Demand

• By maintaining high expectations, managers cultivate strong talent within their teams while also enhancing their own skills. This mutual growth is essential for overall team success.

• Emphasizing the importance of demand as a skill that needs to be developed further highlights its significance in effective management practices.

Examples of Effective Demand in Action

Case Study: Project Management Challenges

• A project manager failed to meet deadlines due to a lack of understanding regarding expectations around deadlines versus priorities. This highlighted the need for clear communication about responsibilities.

• The project manager expressed confusion over demands related to deadlines since previous supervisors had not enforced such standards, indicating a gap in accountability within past experiences.

Addressing Accountability Issues

• It’s vital that if deadlines are missed without prior communication or adjustments made by the employee, this reflects poorly on professional standards and requires immediate attention from management.

• Mistakes are acceptable as long as lessons are learned; however, failing to acknowledge errors or make necessary changes undermines professional integrity and performance expectations.

Taking Responsibility as a Manager

• Managers must not overlook situations where standards are not met; addressing these issues helps develop project managers' skills and reinforces accountability across teams.

• By confronting inadequate performance directly—even when it involves non-direct reports—managers foster an environment where learning from mistakes becomes part of the culture.

Implementing Structured Processes

Creating Manuals for New Employees

Understanding the Importance of Recommendations and Proactive Communication

The Value of Recommendations

• A year after making a recommendation, an individual reflects on how it saved her significant resources and time, realizing its importance that she initially did not understand.

• The speaker emphasizes that while he recommended a document, people often confuse recommendations with demands from authority figures, which can lead to misunderstandings in communication.

Proactive Problem Solving

• The speaker acknowledges his anxiety about potential future problems and explains that he made the recommendation to prevent issues before they arose.

• He compares proactive behavior to addressing visible problems rather than ignoring them, highlighting the necessity of taking action when something seems amiss.

Analyzing Lead Generation Strategies

Case Study: Valera Krasikova's Insights

• Valera noticed a decrease in leads for an agency due to a shift in focus towards another country, illustrating how changes in strategy can impact performance metrics.

• He stresses the importance of analyzing data accurately; for instance, understanding why call hours decreased and recognizing a 20% drop in conversion rates due to lower quality leads.

Raising Standards Through Analysis

• By demanding detailed analysis from his team, Valera sets higher standards for professional growth and encourages deeper understanding among specialists regarding their work processes.

Effective Communication Techniques

Feedback on Clarity and Precision

• A team member provides feedback on how clear communication has improved due to the manager's insistence on precise language and terminology.

• Initially perceived as nitpicking, this demand for clarity ultimately enhances teamwork by saving time and improving mutual understanding.

Standardization in Documentation

• Another manager shares lessons learned about maintaining uniformity in document formatting (fonts, colors), which aids quick comprehension of essential information.

• This standardization helps identify key issues quickly within analytics reports by emphasizing critical data points effectively.

Improving Communication Efficiency

Structuring Messages Clearly

• Employees are taught to categorize messages clearly—whether informational or requiring action—to streamline communication processes.

Document Naming Conventions

Understanding the Importance of Demand and Quality in Business

The Role of Growth Rate in Tracking Progress

• Emphasizes the importance of including growth rate graphs in documentation to easily track progress and regressions, highlighting a shift from initial skepticism to recognizing their value.

Common Resistance to Change

• Discusses how individuals often resist new practices, initially viewing them as unnecessary, but later understanding their benefits over time.

The Challenge of Communication

• Highlights the difficulty in ensuring that employees grasp complex concepts; sometimes it requires persistence and character to demand understanding from team members.

Case Study: Document Naming Conventions

• Shares an anecdote about how employees initially resisted adopting key naming conventions for Google Docs but later appreciated the ability to locate documents efficiently.

Quality Control Lessons from McDonald's Founder

• References a film about Ray Kroc, who acquired McDonald's and focused on maintaining high service quality despite initial profitability concerns at franchise locations.

The Shift in Franchise Strategy

Identifying Motivated Franchise Owners

• Describes Kroc's realization that selling franchises to motivated individuals rather than wealthy investors led to better quality control and service standards.

Impact of Owner Involvement on Service Quality

• Notes that franchise owners who actively work in their restaurants tend to be more invested in maintaining high standards, resulting in improved customer experiences.

The Dangers of Negative Demands

Understanding Negative Demand Approaches

• Introduces the concept of negative demands within business environments, contrasting effective leadership with harsh management styles that can lead to toxic workplaces.

Personal Anecdote on Harsh Management Styles

• Shares a story about a businessman who employs aggressive tactics, illustrating how such approaches can create fear rather than foster productivity or respect among employees.

Misconceptions About Tough Leadership

• Critiques the romanticization of harsh leadership styles seen in films, arguing they are not effective or sustainable methods for managing teams.

The Consequences of Poor Leadership Styles

The Cultural Influence on Leadership Perception

Understanding Demands in Coaching and Management

The Nature of Demands

• The speaker reflects on the emotional satisfaction derived from witnessing a student's success, emphasizing that while coaches should be demanding, the nature of these demands must be appropriate.

• Negative demands are characterized by unreasonable forms of expectation, such as yelling or creating scandals rather than fostering a constructive environment.

Clarity in Expectations

• A significant issue arises when employees lack clarity about what is expected of them; for instance, an entrepreneur throwing iPhones at staff without clear standards leads to confusion.

• The importance of having documented expectations is highlighted. A simple document outlining basic requirements can significantly reduce negative demands and improve understanding among team members.

Documentation and Communication

• Sharing examples of documentation can save time and reduce stress for both managers and employees by establishing clear guidelines on what is expected.

• The speaker mentions using Notion to create a list detailing their management style, which helps clarify expectations for those they work with.

Managing Repeated Questions

• The speaker discusses how sometimes they may repeat questions due to forgetting previous discussions, leading others to misinterpret this as insistence on their viewpoint.

• This repetition stems from managing numerous projects across various companies, making it difficult to retain all details over time.

Understanding Contextual Nuances

• Managers need to recognize that repeated inquiries do not indicate stubbornness but rather forgetfulness regarding past conversations.

• Establishing follow-ups after discussions can help reinforce understanding and ensure everyone is aligned on project goals moving forward.

Balancing Opinions and Data

• When asking the same question multiple times, it often indicates that previous arguments were not convincing enough; data-driven insights are preferred over opinions.

• It’s essential for professionals to feel empowered in their roles; thus, managers should respect their expertise while also being open to feedback.

Conclusion: Effective Communication Strategies

• Managers must communicate effectively about their thought processes and decisions while ensuring that team members understand the rationale behind requests.

Understanding Demands in the Workplace

The Importance of Clear Communication

• It is essential to communicate your demands and expectations clearly to colleagues and employees to prevent misunderstandings.

• Providing a list of your requirements can help team members understand how to work with you, potentially reducing the need for future corrections or comments.

Proactive Measures for Effective Collaboration

• While creating a list of standards does not solve all issues, it serves as a preventive measure that allows others to work more effectively with you.

• Acknowledging positive developments in employee performance is crucial; failing to provide positive feedback can lead to a lack of motivation.

Recognizing Employee Growth

• Celebrate improvements in employee performance by acknowledging when they meet previously set expectations without needing reminders.

• Positive feedback should be given regularly, especially when employees have successfully adapted to new standards.

The Dangers of Excessive Demands

Negative Impact on Employee Morale

• Over-demanding behavior can lead to burnout; it's important not to "extract every drop" from employees.

• The film "Whiplash" illustrates the dangers of extreme demands placed on individuals, showcasing how such pressure can stifle growth rather than promote it.

Understanding Healthy Expectations

• A quote from "Whiplash" emphasizes that excessive praise (like saying "well done") can hinder an individual's drive for improvement.

• The character believes that constant pressure is necessary for achieving excellence, which represents an unhealthy approach to leadership.

Positive Demand: A Balanced Approach

Defining Positive Demand

• Positive demand involves providing clear instructions, support, stability, and constructive feedback while maintaining high expectations.

Criteria for Effective Leadership

• Consistency in communication is vital; avoid changing requirements unexpectedly as this creates confusion among team members.

The Power of Nonviolent Communication

Understanding Nonviolent Communication

• Nonviolent communication is a powerful tool for effective interaction that minimizes harm to others. It emphasizes the importance of communicating with empathy and respect.

• A key aspect of nonviolent communication is focusing on work-related issues without resorting to personal attacks or insults, maintaining professionalism in all interactions.

Examples of Effective Communication

• An example of constructive feedback: "Could you please be more attentive when preparing reports?" contrasts sharply with negative phrasing like "You are careless and irresponsible."

• Positive feedback is crucial; acknowledging when employees meet expectations reinforces good behavior and encourages continued performance.

Supporting Employees Through Questions

• Managers should guide employees to find solutions independently by asking insightful questions rather than providing direct answers.

• Key questions include:

• What steps have you taken to address this issue?

• What else can be done? (This question is highlighted as particularly impactful.)

Encouraging Problem-Solving Skills

• Additional questions can help employees think critically about their challenges:

• Who could mentor you in this situation?

• How would a superhero handle this problem?

Characteristics of Effective Demands

• Requirements should have purpose; they must influence outcomes positively rather than being arbitrary demands.

• Four essential traits for effective demands:

• Respect: Always treat employees with dignity.

• Clarity: Ensure requirements are clear and understandable.

• Adequacy: Requests should be reasonable and achievable.

Importance of Feedback in Management

Understanding Managerial Responsibility and Demand

The Challenge of Delegation

• Managers with high internal responsibility often struggle to delegate tasks, believing that they can perform the work better themselves. This leads to burnout as they take on excessive workloads.

• Such managers may excel in their individual roles but fail to lead effectively, resulting in a lack of accountability within their teams.

The Importance of Being Demanding

• A responsible manager must also be demanding; simply being responsible does not equate to effective leadership. Without setting expectations, a manager risks doing all the work themselves.

• It's crucial for managers to assess their own demands on team members and recognize when they are sacrificing their well-being for the sake of others.

Reasons for Avoiding Demand

• Many managers avoid being demanding due to fear of conflict or upsetting team dynamics. They often desire to be liked rather than respected.

• This avoidance stems from a subconscious belief that conflict is inherently negative, leading them to shy away from necessary confrontations.

The Reality of Management

• Effective management requires a willingness to demand results from team members. If someone cannot embrace this aspect, they may need to reconsider their role as a manager.

• It’s acceptable for individuals who find it difficult to demand accountability from others to step back into non-managerial roles where they feel more comfortable.

Self-reflection and Growth

• Managers should reflect on why they pursued leadership roles initially and whether those motivations still hold true.

• Recognizing personal discomfort with demanding behavior can prompt discussions with supervisors about returning to previous positions if management isn’t fulfilling.

Handling Employee Reactions

• Leaders should understand that wanting everyone’s approval is problematic; it indicates an area needing personal development.

• Steve Jobs’ quote emphasizes that leaders do not exist solely to make people happy; instead, being demanding can ultimately foster long-term respect and effectiveness in leadership roles.

Addressing Employee Grievances

• If employees seem upset but do not communicate directly during one-on-one meetings, managers should not assume there is an issue without clear feedback.

• Practicing radical honesty means addressing concerns openly rather than speculating about employee feelings based on indirect behaviors or assumptions.

Leadership and Demand: Key Insights

The Importance of Maintaining Standards

• Leaders should not engage in conflicts with employees, even if they feel offended. It's crucial to maintain a positive framework while continuing to demand performance.

• Over time, employees may come to appreciate the demands placed on them, recognizing their validity. Communication about these expectations is essential for fostering understanding and care for their feelings.

• Leaders must persist in their demands despite potential manipulations from employees; future gratitude from them is more valuable than immediate compliance.

Addressing Managerial Burnout

• Many managers cease being demanding due to burnout or fatigue, which can lead to a decline in team standards and performance.

• If a manager feels unable to maintain previous levels of demand, it may indicate burnout that requires immediate attention and support from higher management.

Leadership as an Inherent Quality

• A leader must inherently be demanding; allowing laxity within the team undermines leadership effectiveness.

• Leadership involves actively countering any signs of negligence or complacency within the team.

Definitions of Leadership

• Bob Anderson defines leadership as a life stance focused on desired futures and collaborative actions towards achieving shared visions.

• Richard Rison's definition emphasizes facilitating the transformation of human potential into desired outcomes, highlighting development within teams.

Leading by Example

• Effective leaders demonstrate accountability by holding themselves to the same standards they set for their teams, reinforcing cultural integrity.

• By adhering to company policies (e.g., punctuality), leaders establish credibility and fairness among team members.

Recommended Reading: "Extreme Ownership"

• The book "Extreme Ownership" by Jocko Willink discusses responsibility in leadership contexts. It draws parallels between military operations and business practices under pressure.

Understanding Leadership and Responsibility

The Nature of Military Leadership

• The perception that military personnel are like robots who follow orders without thought is challenged; U.S. Navy SEALs consist of intelligent, creative individuals who need to understand the purpose behind their actions.

• Leaders must explain the "why" behind missions to foster trust and understanding among their teams, emphasizing that belief in leadership is crucial for effective execution.

Accountability in Leadership

• A leader should take responsibility for mission failures rather than attributing blame to team members; this counterintuitive behavior is essential for fostering a culture of accountability.

• Effective leaders view any mistakes made by their team as reflections of their own leadership, reinforcing the idea that they are ultimately responsible for outcomes.

The Concept of Extreme Ownership

• The book emphasizes "extreme ownership," where leaders must hold themselves accountable for all errors within their organization, which cultivates a demanding yet respectful environment.

• Positive demand from leaders encourages growth and development among employees while maintaining respect and clear expectations.

Practical Application: Assessing Team Development

• As part of an exercise on accountability, leaders should ask team members how demand has helped them improve, ideally through personal communication rather than forms.

• Create a document tracking responses from employees regarding how often they receive requests for revisions or improvements, categorizing feedback based on frequency.

Evaluating Growth Through Demand

• Analyze the collected data to determine if increased demands correlate with employee development; look for patterns indicating whether your leadership style effectively fosters growth.

• If there’s little change in employee performance despite high demands, it may indicate either ineffective leadership or issues with employee motivation and learning capabilities.

Conclusion: Emphasizing Demand as a Skill