Dear Madeleine,

I manage the US Eastern region for a global manufacturing company. Our new CEO, who is in Europe, is very frustrated at our US employees’ resistance to return to the office.

He has decreed that everyone who wants to keep their job should be in the office five days a week, and that if people want to work remotely, they need special permission to do so—even for one day. He claims that employees in Europe, Asia, and the Middle East are much more compliant with the return-to-office mandates.

My Midwest and Western counterparts are doing a little better with the mandate than I am, but we are all in the same boat.

The managers who report to me are up against it. We had a remote work culture before the pandemic where many of our people were already coming to the office only one or two days a week. Several people on the East Coast gave up their city apartments during the pandemic and moved to rural areas. Some moved to other parts of the country, having been given permission to work remotely. They are now taking care of elderly parents. Their kids are going to new schools. And the people who live within a reasonable distance are thrilled not to have to spend hours every day commuting—and I know for a fact that they work longer hours because they don’t commute.

Our productivity and numbers are exactly where they need to be and our hybrid culture works very well for us. Our former CEO didn’t focus on that kind of thing; he focused only on performance and results.

To comply with our new CEO’s unreasonable demands, we are probably going to have let go of 25% of our workforce and hire new people who live in cities that have headquarters or who are at least within commuting distance. That is going to create a laundry list of problems. First of all, we don’t have the recruiting and onboarding staff to manage that kind of volume—it’s an absolute HR nightmare to let so many people go. It also will be distracting and will cause a significant drop in productivity. And the emotional impact will be, well, awful. It just seems so willfully wrongheaded and wasteful.

I have had a long career and have a lot of experience, but this one has me stumped.

Any thoughts?

Between a Rock and a Hard Place

______________________________________________________

Dear Between a Rock and a Hard Place,

This seems to be a common problem these days.

I wonder where your CHRO or HR regional partner is with all of this. Your CEO might be getting terrible advice.

 It sounds like you are the kind of person who has already tried using facts and evidence to make the case for maintaining your hybrid culture. If you haven’t, that would be a good place to start. The cost of letting people go will be massive. It is hard to understand why anyone would want to let go of loyal, competent employees. You will want to read the fine print on the employment contracts of anyone you might have to fire as well, because if the job was originally classified as hybrid or remote, you could risk a lawsuit. And the cost of recruiting, hiring, and onboarding new people will definitely set you back productivity-wise. If you were to create a clear picture of the costs of enforcing a back to the office mandate, that might make a difference.

If your CEO refuses to be swayed by facts and evidence (which is predictable), your only next option is to try to influence by simply asking questions and getting to the root of what is driving the demands. In a very interesting book titled How Minds Change, author David McRaney postulates that the only reliable way to get someone to change their mind is, first, to create rapport. Listen to their thinking on the topic. Ask open-ended questions until they essentially persuade themselves that their thinking isn’t logical and, in fact, is inconsistent with their true values. You can find a summary here that will lay out the steps to take.

See if you can get your CEO to consider all the angles by asking questions and thinking through the issue on his own. There is a chance that he might talk himself out of his dug-in position. Here are some questions to get you started:

• What is so important about having everyone in the office every day?
• How will having everyone in the office every day change things for the better?
• What bothers you so much about people working remotely?
• What impact do you think forcing a change like this will have on our culture?
• Are you prepared to see the US workforce turn over by (at least) 25%?
• What is your level of confidence that the benefits of forcing people to come back to the office will outweigh the costs? (If it isn’t 100%, you can ask why not. This opens the door to doubt.)
• Is there a compromise you might consider, if it meant retaining our best people?

The key is to never argue or challenge your CEO’s claims. Just keep asking questions and keep him talking.

I stumbled over this method accidentally about twenty years ago by simply asking one question. I was shocked at how quickly someone changed a long-held position as a result of one simple, emotionally neutral question. I didn’t really understand the science behind it until I read McRaney’s book.

If using a strong persuasion method like this still doesn’t move the needle, you will have to consider if working in this new dogmatic culture is for you. Do you even want to work for a CEO who is so demanding and willing to sacrifice common sense to be right? I hate to suggest this, because it would cause any number of big life decisions. Of course, it is up to you. Maybe this will be a one-time thing for your CEO, but I doubt it.

You are indeed between a rock and a hard place, my friend, in more ways than you may have admitted to yourself. You have a new persuasion technique to try—and then you will have some choices to make.

Love, Madeleine

About Madeleine

Madeleine Homan Blanchard is a master certified coach, author, speaker, and cofounder of Blanchard Coaching Services. Madeleine’s Advice for the Well Intentioned Manager is a regular Saturday feature for a very select group: well intentioned managers. Leadership is hard—and the more you care, the harder it gets. Join us here each week for insight, resources, and conversation.

Got a question for Madeleine? Email Madeleine and look for your response soon. Please be advised that although she will do her best, Madeleine cannot respond to each letter personally. Letters will be edited for clarity and length.

What started as a book to help an author’s college grad daughter navigate the business world turned into a guide for employers everywhere who want to build a high-performing workforce. In her new book Winning the Talent Shift: Three Steps to Unleashing the New Higher Performance Workplace, Berta Aldrich explains why companies struggle to hire and retain talent—and what they need to do to change that paradigm.

The first step is to take a hard look at reality to understand why things need to change. Technology and the global economy were able to quickly revolutionize the business world. On the other hand, people have been talking about diversity and inclusion for more than 30 years, yet we’ve made little progress on that front. True growth requires transformational changes starting at the top of the organization—and much of that involves removing barriers.

The book is filled with “dirty little secrets” that Aldrich calls barriers, along with suggestions for overcoming these situations. Barriers can be anything from aggression, inequity, and bad bosses to bullying and even abuse. It is sad to admit how prevalent these things are in business today. Some of Aldrich’s stories are difficult to read; some may hit a little too close to home. However, the author offers techniques that can be applied easily in real life.

Real progress can’t be made until those barriers are removed. Ultimately, this means redesigning your workplace to support the hiring and retention of high performers. Aldrich acknowledges this is a big job that involves a strong commitment from HR, leadership teams, and board members. She outlines a five-year plan and a communication strategy for sharing success.

The marketplace has changed but the workplace has failed to follow suit, which puts organizations at risk. The old ways of command and control leaders just won’t work anymore. The companies that will lead the marketplace of tomorrow are the companies that redesign their workplaces, policies, and procedures to support their greatest asset: their people.

To hear host Chad Gordon interview Berta Aldrich, listen to the LeaderChat podcast and subscribe today. 

To learn more about Berta Aldrich, go to www.bertaaldrich.com, or LinkedIn “Winning the Talent Shift” by Berta Aldrich.

Marcus Buckingham believes some basic assumptions about work are simply no longer true in today’s business environment. He shares his insights in his latest book, Nine Lies About Work: A Freethinking Leader’s Guide to the Real World, coauthored with Ashley Goodall.

Lie #1: People care which company they work for.

Many companies use their corporate culture as a recruitment tool. Although it is true that people will join a company for their projected culture, people will stay—or leave—because of the team they work with every day. Team members who truly care about one another and have each other’s backs create their own culture. Leaders who observe and understand what makes teams perform well, and then encourage that behavior in other teams, will create a stronger organization.

Lie #2: The best plan wins.

Executives spend months developing a strategic plan, getting it approved by the board, and then disseminating it through the entire organization. The more rigorous and detailed the plan, the longer it takes to develop—and during that extended amount of time, reality probably changes. Planning is a good way to scope a problem, but what leaders really need is intelligence. Smart leaders empower their frontline people to deal with situations immediately and then check in regularly to see how they can help. Buckingham’s research indicates that this method lowers turnover and improves productivity while it builds an intelligence system that outperforms a complicated planning system.

Lie #3: The best companies cascade goals.

It has been common practice for a CEO to have annual goals that are cascaded first to the executive team, then through each department structure, to the individual level. The problem? Things can change over a year—but fewer than 5 percent of people go back to look at the goals or recalibrate their need. Truth be told, goals work only if you set them yourself. Freethinking leaders know what they need to accomplish, take the responsibility to explain it to team members, and then set goals they can achieve. The best practice is to cascade meaning—not goals.

Lie #4: The best people are well rounded.

Companies spend time defining competencies they want employees to develop—and then spend more time trying to improve people’s weakest competencies. This practice creates employees with just-average performance. Freethinking leaders look for the skills that people do well and leverage those skills. High performers usually do something a little differently than others—and that difference, when used intelligently, can be a competitive advantage.

Lie #5: People need feedback.

Feedback is a tricky subject. On one hand, if you don’t give any feedback and ignore someone, it destroys them. On the other hand, if you approach someone saying you want to give them feedback, their brain pattern looks almost exactly like fight-or-flight brain waves. The person feels like they are being attacked. Many times, feedback isn’t helpful because it isn’t delivered in a way that helps the person learn how to change a behavior. When freethinking leaders see someone doing something that works, they ask the person what they think worked well and why. This line of questioning as a method of feedback serves as the learning moment. The interrogation of the action—good or bad—is the most important conversation.

Lie #6: People can reliably rate other people.

Forty years of research shows that ratings of the performance of others is more a reflection of the person doing the rating than the person being rated. We simply can’t rate other humans on things like strategic thinking, creativity, business knowledge, or overall performance. Accurate rating of other people’s performance takes a much deeper conversation based on observations—it’s not about selecting a number on a scale.

Lie #7: People have potential.

Of course people have potential. The danger comes in identifying certain people as high potential, because doing it presupposes that others are low potential. By creating these designations, we are deliberately not seeing 85 percent of our people. The truth is that everyone has potential—but we have never found a way to measure just how much potential they have.

Lie #8: Work-life balance matters most.

Work-life balance is a great aspiration, but it is important to remember that balance is stationary. So, if you feel like you are totally in balance, you are probably stagnant. The trick is to find activities that give you strength in work and in life, and then spend as much time as possible on those things. Of course, none of us can spend 100 percent of our time being happy. But if we are deliberate about spending time doing things that invigorate us, it lessens the chance of us burning out and increases the chance of us being happier and more productive.

Lie #9: Leadership is a thing.

The main thing Buckingham wants leaders to know about the power of human nature is that each human’s nature is unique. If we see this as a problem that needs to be fixed, that’s a shame. But if we make a home for the unique individuals, we can build work environments where people are seen and challenged to become a better version of themselves.

You may completely agree with what Buckingham has to say in this book, or you may question some of it. Either way, once again, he’ll give you something to think deeply about.

To hear host Chad Gordon interview Marcus Buckingham, listen to the LeaderChat Podcast, and subscribe today. Order Nine Lies About Work on Amazon.com.

For more information on Marcus Buckingham, go to www.freethinkingleader.org

Dear Madeleine,

I am a manager who has done well at a professional services company. I run a large and growing group of entry level professionals who manage logistics and customer service for the entire organization.

I absolutely love my job. I enjoy helping people be successful as well as being seen as someone who adds value to the company.

Here is my problem: our organization is growing so fast that other departments keep pinching my people!

We are dedicated to hiring from the inside and giving people the opportunity to grow, and I love seeing my team members succeed. But I’m getting tired of having to constantly hire and train new people. It’s happening so much that I’m starting to feel taken advantage of. What to do?

Robbed

Dear Robbed,

Congratulations! The reward for excellent work is … more work. And the reward for being a developer of people is watching them move up to bigger and better jobs. It stinks for you, but you might feel better about things if you shift your outlook. Otherwise, it won’t be long before your feeling of being taken advantage of deepens to resentment. And, as they say, resentment is like taking rat poison and waiting for the rat to die. Don’t let that happen!

Here are some ideas:

Spread your impact: You love helping people be successful so it is a good idea to stay focused on that. Be intentional about expanding the love. Maybe you could set up a little deal with your people—a kind of pay-it-forward plan. Tell them you will do everything in your power to develop them and help them achieve their professional goals. In return, you ask that they do the same with their own people once they start supervising others, so that your positive actions will continue on both in your organization and ultimately out in the world as your people grow and move to other employers.

Systematize your hiring: Accept the reality of your situation and get ahead of it. Become friends with your company’s recruiter if you aren’t already, and discuss the situation with that person. The constant call for new hires creates a need for you to keep a pipeline of potentials. Identify places where you can look for newbies entering the workforce—local schools, perhaps? Spread the word with career or job counselors that you hire regularly, so that they will send you their best candidates. Make your situation clear on your LinkedIn page—lots of people use LinkedIn to hunt for job opportunities. This way, you will have people coming to you and won’t feel like you are starting from scratch each time you need to fill a position.

Automate your onboarding: It is tedious to have to repeat the same new hire training over and over. Create a manual, make some videos, and delegate some of the sharing of details. And have the departing people train their replacement before they go.

Get Recognized: You may actually be the last person to figure out that this is happening, but if your people keep getting pinched it is because your colleagues are on to your talent! So talk to your boss about arranging an incentive and recognition plan for your extra work. Maybe you should get a bonus every time one of your people is plucked? Or if money isn’t a motivator, ask yourself what would be.

Finally, enjoy the fact that you are a force for good in the world—and that a huge group of people will always remember you as one of their best bosses.

Love, Madeleine

About the author

Madeleine Homan-Blanchard is a master certified coach, author, speaker, and cofounder of Blanchard Coaching Services. Madeleine’s Advice for the Well Intentioned Manager is a regular Saturday feature for a very select group: well intentioned managers. Leadership is hard—and the more you care, the harder it gets. Join us here each week for insight, resources, and conversation.

Got a question for Madeleine? Email Madeleine and look for your response here next week!

Dear Madeleine,

I am a fairly experienced senior manager at an organization that was acquired about eighteen months ago. The larger organization makes a new acquisition about every eight months, with no end in sight. The changes are really hard to keep up with. There seem to be new processes and procedures every day.

I have a wonderful employee—I’ll call him Bob. I like Bob a lot and he has been a dependable producer. His team respects him and he consistently gets the job done with a minimum of fuss.

Recently, though, it’s as if Bob has run out of steam. When I asked him about it, he told me the pace of change here is wearing him down and he is beginning to think he might be happier at a more stable organization.

I am afraid to lose him, but how can I talk him off the ledge when I am kind of feeling the same way?

Trying to Keep Up

Dear Trying to Keep Up,

My first reaction was to laugh and think Good luck finding an organization where change isn’t constant! But seriously, I really understand this. The pace of relentless change can be exhausting.

It is said that many employees leave organizations because no one asked them to stay—so let’s not let that happen.  The first step is to share with Bob how much you understand his feelings and how important you think he is to the success of the organization. Then have the conversation about what it would take for him to stay.

If he insists that the organization would have to stop growing by acquisition—well, that’s probably non-negotiable.  But what is negotiable? Possibly Bob is burnt out and needs to take a vacation—a real one—meaning at least two weeks, maybe even three, with no checking in. Burnout is a real thing. A change of scene and perspective can do wonders.

Maybe the way you manage change could use a tweak. We know from recent neuroscience studies that the brain craves clarity and certainty. There is a ton of research, some of it from The Ken Blanchard Companies, about how to better support people who are dealing with change. Perhaps the two of you could take a class together to get better at it—or at the very least, you could read up and discuss it together.

Here’s the thing. Even if Bob does go somewhere else, he’s probably not going to be able to escape constant change—it is simply a fact of organizational life these days. He seems like a bright guy, so maybe the rate of change isn’t what is really bothering him. You may need to have a different conversation to really get at what the true problem is.

Start by asking the simple question “What’s really bothering you?”

And then keep digging: “What bothers you so much about that?”

“Say more about that.”

You never know what you’ll learn by following this line of questioning, but give it a try. You may actually get to what is really going on—and then you can work out how to proceed.

I hope you figure this out—and I hope you get to keep Bob so that he can help with all the changes to come.

Love, Madeleine

About the author

Madeleine Homan-Blanchard is a master certified coach, author, speaker, and cofounder of Blanchard Coaching Services. Madeleine’s Advice for the Well Intentioned Manager is a regular Saturday feature for a very select group: well intentioned managers. Leadership is hard—and the more you care, the harder it gets. Join us here each week for insight, resources, and conversation.

Got a question for Madeleine? Email Madeleine and look for your response here next week!

“The number of job transitions is only increasing, so high potential people are looking for opportunities to grow and develop. Organizations that don’t address this need are in for a rude awakening,” says Michael Ownbey, director of client engagement for The Ken Blanchard Companies. “People will go where they have an opportunity to advance themselves and where they feel valued. Companies that are unable to offer advanced training to a large percentage of their workforce are going to find themselves at a disadvantage in attracting and retaining top talent.”

For organizations looking to make the shift, Ownbey suggests two different approaches depending on company size.

For companies that have the infrastructure and instructional design talent to support it, Ownbey suggests identifying high potentials and creating opportunities for them to access leadership development programs. For companies with less extensive resources, the key is to look for the right partner: an organization that can tailor a virtual training solution that will meet your needs as well as the needs of your learners.

In either case, Ownbey recommends taking action now. High achievers are not waiting patiently for you to provide growth opportunities. Today’s companies need to find a way to create scalable leadership training for a larger portion of their employee population.

As Ownbey explains, “In the past, companies would train only a small number of people so they could justify travel, time, and resource costs. But now, organizations are asking ‘How can we reach out to people who are taking on a new role or needing skill building around leadership? How can we affordably get them into high level learning and then into continuing education as they grow in their position?’”

What are you doing to identify and provide training opportunities for your high potential people?  Don’t wait until it’s too late and they’ve moved on to another company with better opportunities for growth and advancement. Get started today!

You can read more about Ownbey’s ideas for creating learning opportunities for a next generation of leaders by reading Leadership Development: Creating a Scalable Solution at the Blanchard website.  Also learn about a free webinar Ownbey is conducting on August 26, where he will share case studies of top companies that are meeting this need by designing flexible online learning curriculums that provide opportunities for leaders at all levels to advance their skills.

The article describes the results of a Gallup study showing that employees want communication, a trusting relationship, and clear measurement standards from their immediate supervisor.

I messaged some of my friends to learn why they posted the article. They all replied that the findings matched their own experience and they wanted to share. In fact, each of them told me about how a negative experience in one of these areas had resulted in their search for a new place to work.

That’s pretty sad.

The findings identified in the Gallup study are consistent with those uncovered through research by The Ken Blanchard Companies on the subject of Employee Work Passion. We frame these elements as Connectedness with Leader, Feedback, and Performance Expectations. Blanchard research shows that when there are significant gaps between what employees expect and what they actually experience at work in these areas (as well as nine others), their intentions to stay with the organization, perform at a high level, apply extra discretionary effort, be a good organizational citizen, or endorse the company to others are lowered.

That’s even sadder!

Here’s the good news. Leaders can help create the type of environment people are looking for at work. One strategy we recommend for all leaders is to increase the frequency and quality of their conversations with their direct reports.

A good way to start is by scheduling a special type of one-on-one meeting in addition to performance review meetings.  In this meeting, the direct report is responsible for setting the agenda and capturing the required action steps. The manager’s job is to simply show up and listen.

This kind of meeting helps in many ways. The leader shows an interest and commitment to the employee’s success by listening to what is working well and providing feedback in areas where the employee needs help. And by taking the time to clarify performance expectations, the leader demonstrates to the employee that not only is their work important, it also plays a valuable role in achieving overall organization objectives.

What can you do to create connection, provide better feedback, and set clearer performance expectations with your people? As my Facebook friends point out, we all could benefit from better communication with our leaders.

For more ideas, be sure to read the Blanchard white papers, Ten Performance Management Process Gaps, Are Employees’ Needs Being Met by One-on-Ones?, and Employee Work Passion: Connecting the Dots. They are all available, free of charge, from the Blanchard research archives.

About the Author

Mary Ellen Sailer, Ed.D., is a Coaching Solutions Partner with The Ken Blanchard Companies’ Coaching Services team. Since 2000, Blanchard’s 130 coaches have worked with over 14,500 individuals in more than 250 companies throughout the world. Learn more at Blanchard Coaching Services. And check out Coaching Tuesday every week at Blanchard LeaderChat for ideas, research, and inspirations from the world of executive coaching.

• You made a bad hire—and the person does not have the skills or ability to learn the skills needed for the job, or is not a cultural fit for your organization; or

• The individual’s bad attitude negatively affects others and the work—no matter how much coaching and encouragement you provide.

In my experience, most of the time we can avoid letting someone go by following a simple four-step process that eliminates the problem instead of the employee.

Step 1: Set clear expectations for performance. 

People need to know what a good job looks like. Leaders must be able to paint a clear picture of the results they want employees to achieve. That includes clear measures of success. Performance is sometimes off target because clear targets were never set.

Step 2: Provide day-to-day coaching.

Make time to provide direction on new tasks, to praise progress and acknowledge results, and to listen and encourage as needed. The amount of direction and support you provide should correlate to the person’s competence and commitment on each goal or task. Make sure you get to know each individual personally so that you may effectively adapt your coaching to their situation.

Step 3: Hold regular one-on-one meetings.

At least once a month, get together with each of your direct reports to discuss how things are going. The best one-on-ones are scheduled by the manager but led by the direct report. It is their chance to share progress, talk about obstacles they are facing, and work with you to solve problems.

Step 4: Catch performance problems early and solve them together.

The sooner you catch a performance problem, the easier it is to address. As soon as you notice a pattern of poor performance, have an open discussion. Involve the person in solving the problem. Set a time to follow up to ensure that the problem is solved.

On the surface, these four steps may seem like common sense—but they are far from common practice. Take some extra time with your people. Following these four steps will not only dramatically reduce the number of performance problems in your team but also result in an increase in overall employee productivity, engagement, and retention.

About the author

John Hester is a senior consulting partner with The Ken Blanchard Companies who specializes in productivity and performance management.