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CAREER DEVELOPMENT
People: The Heart Of Management
Dealing with people. To some managers, it is what keeps the job from being “perfect.” To others, it is what keeps the job most interesting. To all managers, it can be a challenge, but it is ultimately the key to success.
“MANAGING FROM THE HEART.” There is a little card found taped to walls, computers, and bookcases in lots of human resources offices. It is from the Atlanta Consulting Group and is titled “Managing from the Heart.” This card offers some very thoughtful ideas to consider when dealing with people:
• Hear and understand me.
• Even if you disagree, please don’t make me wrong.
• Acknowledge the greatness within me.
• Remember to look for my loving intentions.
• Tell me the truth with compassion.
These ideas are somewhat reminiscent of Stephen Covey’s advice to “Lead from the right and manage from the left.” Part of what Covey is getting at is using the intuitive, emotional, and creative right side of the brain to deal with people and using the logical, analytical, and judgmental side to deal with things. Both sets of advice are grounded in empathy.
APPLYING THE INTUITIVE. The following typical “people situations” show how the ideas of “Managing from the Heart” might work.
• Profits are down and the boss has asked you and your peers to figure out what to do. So far, the conversation has centered on cutting budgets. It bothers you that nobody is considering what is, for you, the obvious: shorter delivery intervals and better marketing.
Dealing from the left in this situation might sound like this: “Bill, you are wrong about limiting overtime. For heaven’s sake, do you want us to go further into the hole? Look at these numbers. Can’t you consider some cause-and-effect for a change instead of jumping to your usual stupid conclusions?” Dealing from the right—the intuitive side—might sound more like this: “Bill, thanks for zeroing in on the overtime. What would happen if we took your idea and turned it around, so that we’re delivering the product faster…and maybe working harder in sales? This group has always had a knack for marketing. Can we spend a little time thinking that through as one possible solution?”
• You just got a management seminar flyer with a note attached from your new boss—a former peer. “Why don’t you plan to attend,” it says. You wonder what the real message is.
You could ask from the left: “Hey, Sean, what gives? You must think I need to go to beauty school or something. With all due respect, given your new job and all, you must have more important stuff to think about than training. It is obvious that you managed to get ahead without it.”Or, from the right: “Thanks for the note on the management seminar, Sean. You always have a good reason for what you do. In this case, though, I’m a bit puzzled. Can you give me some insight when you have a minute to discuss it?”
• Suppose you are getting consistently negative feedback on the behavior of one of your subordinates. This behavior has been described as rude, impatient, and short-tempered, and you need to confront it and take some corrective measures.
A conversation from the left might proceed as follows: “What’s wrong with you, Sue? Your job is to keep a smile on your face and do what you’re asked. But lately all you are doing is making people mad, and I won’t tolerate that anymore. Now don’t get emotional with me. Pull yourself together and get back to work. And if I get any more complaints about your attitude, you might lose your job.” And from the right: “Sue, I am concerned about some of the comments I have been hearing about your behavior. You are always so helpful—it’s not like you to be rude or impatient. Is there something going on with you that I might help with? Now, take a deep breath and help me understand where all this is coming from.”
WEAR THE OTHER’S SHOES. Dealing from the right—from the heart—has empathy at its core. In each of these instances, and in others like them that you encounter every day, it is most productive to first put yourself in the other person’s shoes. You will have better relationships, and you will get better results.
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