What to do when complaints are about a senior manager

Suppose your employees are grumbling about one of your senior managers, the director of a key department – he’s much too harsh and turnover is high.  What should you do? One option, the easy way out, is to ignore it.  This option may be especially appealing if productivity is decent, despite the grumbling.

To read the rest of this article from the Business First of Louisville, see: What to do when complaints are about a senior manager http://louisville.bizjournals.com/louisville/stories/2005/01/24/editorial2.html

But suppose you look deeper and the evidence is clear:  Your senior manager is a critical perfectionist.  He micro-manages with sarcastic criticism and put-downs, browbeats staff relentlessly, never gives compliments and hogs the credit and shovels the blame.  He harasses, bullies and abuses his staff.  Even long-term stars want out and productivity is merely OK.  Unhappiness has spread to other departments that have interacted with him.

You can still find easy explanations to avoid getting involved: You have other worries, there are no red flags on balance sheets, he treats you OK and he hasn’t thrown anything, hit anyone or blown up in public.  Employees always complain about hard-driving leaders and why open a can of worms?

Leaders who still gloss over these situations are merely conflict-avoidant.  They’ll ensure years of hard feelings, declining performance, scorn behind their backs and, eventually, increased costs to clean out a bigger cesspool.  Or maybe they think they’ll be long gone before it backs up to their door.

Another option is often chosen by leaders who think, “We’re all good people here. If we got together we’d agree on an effective compromise.”  They hope the politically correct approach of facilitated negotiation will manufacture a solution that works for everyone.

But in this situation that’s just a band-aid.  It won’t lead to long-term, productive change because the problem is a brutal manager, not a lack of understanding and acceptance of different styles within a reasonable range.

At this point, there’s little incentive for the senior manager to make consistent, lasting change.  During negotiations a lot of talk will happen, fingers will get pointed, people will get argumentative and defensive, hopes will get raised and dashed, and people will become even more polarized, antagonistic and litigious.  You’ve simply delayed a real solution and upped the pain and cost.

I recommend a third option: To give the problem manager a chance to turn things around and mend fences, give him an ultimatum - “change or else” - backed by short timelines, close monitoring, effective support for the changes you want him to make and repeated praise from you for any progress.

Get a coach-advisor the manager can respect, accept and trust.  He will need to learn a new managing style and new communication skills.  Expect stepwise progress as he learns whether his new approach can keep productivity, quality and kudos high.  Help him maintain leadership credibility by requiring training for the whole department hand having him participate.

How do you know when to quit dodging your responsibility and to use the third option? A truthful and global costing out is crucial.  See original article for details.

Take into account the effects of his behavior on:

• Productivity.
• Time spent by HR, staff and supervisors in all departments talking about incidents and dealing with complaints and hurt feelings.
• Effects on inter-departmental interactions.
• Transfer and turnover of good employees, especially outstanding young people who would be the next generation of leaders.
• Monetary and emotional costs of facilitated negotiations that fail.
• Costs for litigation, lawyers and buying silence from many employees.
• Lost respect for you and lost passion for your mission and goals, which will infect the organization.

You may have heard the expression, “People don’t leave organizations; they leave bad supervisors.”  That’s much too simplistic.

Once you have competitive benefits, great people leave bad environments – including poor supervisors, peers and coworkers, and systems that thwart accomplishment.  The most effective way of keeping the best employees and managers is setting high standards and standing up for them.

Remember, your leadership is on trial also.

Often, individuals need coaching and organizations need consulting to help them design and implement a plan that fits the situation.  To get the help you need, call Ben at 1-877-828-5543.

Is it Normal for Kids to Bully?

At every presentation for teachers wanting to stop school bullying, I get asked, “Is bullying normal?” When I look at child development, I see that we’re born demanding.  We must demand that our parents feed and change us when we want, not merely when they feel like getting around to it, not at their convenience or pleasure.  As babies, the more strong and tough, the more determined and persevering we are, the better our chances of getting what we need. Therefore, drive, determination, will and perseverance are normal. Asserting our needs and fighting for ourselves are normal.  Grit – perseverance, endurance and resolve – is normal.  All these are normal and desirable qualities.

I think of drive, determination, will and grit as part of our engines.  Without strong engines we’ll never get anywhere.  With strong engines, we have a chance of making wonderful lives.

As we grow, our parents are supposed to teach us how to get what we want or need using methods other than bullying or abuse; using peaceful methods that are more considerate of other people.  Indeed, most of us do learn to ask nice and to use the magic words (“please,” “thank you”).

As we grow, our parents are supposed to keep reminding us to think about how little Johnny or Jane feel when we don’t share or when we take their toys or when we whack them physically or verbally.  And eventually, especially when we feel the pain of being harassed, bullied and abused ourselves, we understand how the other person feels when we bully them.  And we stop bullying in order to get what we want.

If these methods are reinforced and rewarded at home – if we see compassion, empathy and negotiation successfully used within our families, successfully used by our families when dealing with outsiders like clerks, cops and strangers, successfully used on the streets by our peers and their parents – we’re likely to learn these techniques.

But we, individually and as a society, do not admire drive, determination, will and grit without limits.  We do not admire barbarians.  We don’t want to raise brutes, thugs and bullies who grab whatever they want and crush everyone in the way.

We will not take our freedom by subjugating or enslaving other people.  We do not admire bullies or tyrants.  We know that if we teach only drive, determination, will and grit, if we preach only Darwinian Survival of the Mightiest we are in danger of creating barbarians.

Therefore, it’s also normal in our society for us to learn not to use harassment, threats, bullying and abuse to get what we want. Compassion, concern, caring, empathy and respect are normal in our society; they’re part of our steering wheels.  We, individually and as a society, value these qualities.

Children are born with drive, determination, will and grit; we teach them compassion, concern, caring, empathy and respect.  A car with a strong engine but a lousy steering wheel will take us no where good.  Examples of societies that lack a good steering wheel are obvious; our own failures are glaring.

At the same time, we do not admire compassion, concern, caring and empathy without limits.  People with these qualities, but with no drive, determination, will and grit won’t survive in the real-world.  They’ll be too weak, afraid and dependent.  Typically, they’ll lack confidence and have low self-esteem but have a veneer of self-righteousness, arrogance and entitlement.

We don’t want our children to become adults dependent on handouts from us or a “Big Brother” government.  We don’t want them to become so dependent on comforts, self-indulgence and entitlements that they won’t fight for their national, political or individual liberty.  We certainly don’t want our kids to become weak, wimpy citizens still sponging off us as adults because the world is too harsh, cruel or difficulty for them.

We want bullies to have more compassion, concern, caring, empathy and respect for their targets.

We want our children to have more drive, determination, will, grit and skill so they’ll be strong and smart enough to stop bullies.  And we want the responsible adults to protect them.  We don’t want to subject our children to continued bullying because we’re overwhelmed with sympathy for the bullies who we assume must be bullied at home and on the street.

Personally I want to make sure my children and grandchildren have wonderful engines.  Then I’ll teach good steering wheels.  And I look at each and ask, “What does that person need more of?”

To function most effectively, we need both strong engines and good steering wheels.  We need the cluster of drive, determination, will and grit, and we also need the cluster of compassion, concern, caring, empathy and respect.

There are many examples of children and adults stopping bullies in “How to Stop Bullies in Their Tracks” and “Parenting Bully-Proof Kids.”  Or call me for coaching at 877-8BULLIES (877-828-5543).

Stop Self-Bullying by Blame, Shame and Guilt

If used well, blame and guilt don’t lead to self-bullying.  They’re useful ways of motivating us to do better, even though they can cause a lot of wear and tear on our bodies, minds and hearts. If we analyze our actions objectively we might take on the blame for some of what we did or failed to do.  We can decide how to make amends.  We can decide what actions would be better and we can strive to do better next time.

We can also use guilt and feeling ashamed of an action to motivate us to act better next time.  That’s a hard way of motivating ourselves but it’s often effective.

However, wallowing or obsessing in blame or guilt without changing behavior is merely self-bullying.  At some point, self-abuse becomes addictive and gratifying.  There can be a sinister pay-off in the pleasure of feeling wretched.

Unrelenting and deep shame, on the other hand, leads to destructive self-bullying – negative self-talk, self-doubt and self-harassment, loss of confidence and self-esteem, and increased anxiety and depression.

By shame, I mean the idea that “There’s something wrong with me; I’m bad, evil or defective; I’ll never be free from sin; I’ll never succeed; I’m cursed.”

This kind of deep shame, as opposed to the way I’m using blame, guilt and feeling ashamed, is not focused on an action.  This kind of deep shame points us at supposed defects deep within us, at defects that we can’t change, at defects in our identity.  There’s no escape from the flaws we imagine are inherent and permanent.  The self-laceration of this kind of shame is endless and self-defeating.

Where does this deep shame come from?  We’re not born with this kind of shame.  We’re born demanding that we be fed, clothed and have our diapers changed.  Little babies don’t question whether they deserve to get what they need for survival; they demand it.  That demanding approach is necessary for our survival.

Deep shame can only be taught to us through continued and brutal repetition – physical, verbal, emotional.  Eventually, most children internalize constant harassment, criticism, put-downs and denigration – assaults on our identity.

Imagine how you’d feel if someone shouted or scolded you, 24/7, “You’re bad.  You’re defective.  You’re wrong.  You shouldn’t have been born.  You’ll never do better.  I wish you were dead.”

However those harsh and shaming messages were thrown at us, whoever the bullies were, our task as adults is to leave them behind.  The two critical steps in leaving home are to leave physically and to leave mentally-emotionally.

The first leaving is obvious to most of us; we get financially independent in order to stay physically independent.  We test ourselves against the world, not our parent’s opinions.  Can we earn a leaving?  Can we meet people and make friends?  Can we love and be loved?

The second leaving is mental, emotional and spiritual.  We put aside all their beliefs, ideas, attitudes, values, opinions, rules, roles and moods – all the ways they thought mattered in how to face the world, how to earn a living, what equaled a good life, how to be a good person.

We put aside all the false ways they thought about us – whether we were good or bad, strong or weak, stupid or smart, pretty or ugly, hard-working or lazy, the prized child or the scapegoated child, probably going to be successful or guaranteed to fail, blessed to be happy or doomed to be miserable.

We put aside all we were handed when we were children and all we accepted because they were the big, right and righteous people and we were the little and learning people, and because we knew what would happen to us if we disagreed.

To become independent adults we must cast aside all of their opinions and, as independent no-longer children, we must choose and adopt our own beliefs.  Some may be the same as theirs; some may be exactly the opposite.

The two important aspects of that mental, emotional and spiritual leaving: One is that our ideas are now adopted by us as adults, with our adult understandings, meanings and limitations.  The second is that they are not carved in stone as childhood ideas are.  We change them as we get feedback from the world – does this idea actually fit the reality I can now see clearly with adult eyes; does this way of facing the world get me closer to what I want; does it help me be and do good as I now think of that?

In this destroying and creating anew our inner world and our ideas of the ways of the outer world, we can choose whether to keep blame or guilt.  But, in order to be free and independent, we must discard deep shame as a way of thinking about ourselves and of facing the world.  We can excise the stain we once accepted, we can heal the great empty space we once had, and we can fill us with ourselves at our best.  We can develop strength, courage and skill.

Then we can look back at the bullies in our family and decide whether to be with them at all or when and how to be with them.  If they continue to bully us, if their bullying continues to trigger our self-bullying patterns we are better served by disconnecting, by making distance – electronically and physically.

If they treat us as newly made adults they’ve just met and want to be friends with, instead of forcing us back into their old images, instead of continuing to try to beat us into the shape they want we will probably want to be with them sometimes.

My recommendations: Don’t stay where you’re continually blamed, guilted or shamed.  Be where you’re respected, appreciated, honored.  Also, don’t accept the one of you that continually blames, guilts or shames you.  Train and discipline yourself so that you have better internal self-talk.  Live with the good inner coach you create, not with the internal bully who sounds like your parents, still ripping you down.

For clear examples, read in “How to Stop Bullies in Their Tracks,” the studies of how Kathy, Doug, Jake and Carrie got away from bullying, abusive parents.

Stopping School Bullies Requires More than Laws, Policies

State laws and school policies are necessary, but they’re not enough to stop school bullies.  The third necessary ingredient is the responsible people who are paid to make schools safe.  If teachers, psychologists and counselors, assistant principals, principals, district administrators and school board members don’t create effective school programs and don’t enforce the laws and policies, perpetrators will be freed and their targets will be victimized. According to the ABC News and investigative reporter Theresa Marchetta, Caitlin Smith was sexually assaulted in the final days of a summer program for incoming freshman at Englewood High School in a Denver, Colorado suburb.  The evidence seemed clear-cut and, indeed, a court recently found the boy guilty of unlawful sexual contact with no consent.

The school had suspended him for the last three days of the summer program but what happened when school started in the fall?

The story is titled, “District Policies Fail Teen Victim: Guilty Attacker Remains in School.”

In summary, the victim was ostracized and the perpetrator was allowed to roam free.

• In order for Caitlin to be allowed to enter school, the vice principal had the Smiths sign a “No-Contact Notice” which reads, "You have been involved in an incident that may be criminal in nature," and suspects can not "harass, threaten, annoy, disturb, follow or have verbal/physical contact with any victim or witness in this incident.”
• The perpetrator was immediately allowed back in school with Caitlin in the fall.  He did not sign a No-Contact Notice and was still allowed back in school.  This is despite a statement by Englewood Superintendent Sean McDaniel that, "I think that [the No-Contact Notice] would be a piece on the perpetrators side not on the victim’s side."
• On Caitlin’s first day back in school, she was taken right back to the scene of the attack.  "They guaranteed they wouldn’t take me down that hallway. I was freaking out, crying, upset.  I didn’t want to go through, was closing my eyes,” she said.  School authorities asked Caitlin’s mother to keep her daughter out of school.  She reports that, "They're asking me to hold my daughter out of school and giving an education to a child [the bully] who shouldn't even be there."
• To deal with such incidents, the Englewood School District has policies “which clearly states, multiple times, what happened to Caitlin was a ‘level one’ offense, ‘those which will result automatically in a request for expulsion to the superintendent.’”
• When Marchetta asked Superintendent McDaniel, “Should a student be expelled or consider being expelled for having unwanted sexual contact with a student?" he replied, "Absolutely, no question.  Sexual contact?  I would expect an administrator to suspend with a recommendation for expulsion.  Then, that would land in my office.”  But he then admitted that the perpetrator was allowed to remain in school without even signing the No-Contact Notice and that now, over six months after the incident, he didn’t know what the principal was doing about the situation.
• When Superintendent McDaniel was asked, “theoretically speaking, if it would ever be acceptable for a student accused of committing such an offense to remain in the population during the proceedings, he answered, ‘That’s a great question.  No,’ [he added], ‘In that scenario to just to turn the kid loose back in to the student population with no requirements, parameters?  No, I can not foresee a situation like that.’"  But he then admitted that the perpetrator was allowed to remain in school without even signing the No-Contact Notice.

Parents and students need to know what to do after such an incident:

• Don’t hide; make a fuss.  Immediately go to the appropriate school authorities and the police.  That’s like we encourage victims to report rape immediately.
• Don’t stop at being polite, sweet and docile; at being a “good girl.”  Immediately, find out what the school policies and state laws are.  Ask for what you need and be prepared with consequences for authorities who won’t act.
• Find and rally other students and parents who have been harassed, bullied or abused – emotionally, sexually or physically.  If any other kids excuse the perpetrator’s behavior and tell you that you’re being too harsh or if any other kids hassle, threaten or bully you, report them.  Record evidence; that’s what cell phones are for.  Travel with your friends.
• Give the school principal, therapist, district administrator and school board members one chance to act strongly.  Do they rally other students to protect you?  Do they deal swiftly with friends of the bully who harass you?  Don’t be put off by stalling tactics.  Be strong, brave and firm.  Read “Parenting Bully-Proof Kids.”
• If the authorities won’t act, immediately get a lawyer skilled in both the pertinent laws and in how to bring media pressure to bear.  Plan an overall strategy and tactics.
• Get an expert coach or therapist to keep your spirits up and to rally your strength and determination.
• Don’t accept bullying; don’t take the blame.  In most cases the girl is not a “slut” or “whore” that others will call you.  It’s usually not your fault.  You should know that if the school authorities won’t act, they’re the problem, not you.  You don’t have to be perfect according to their standards in order for them to actively help you.  Don’t indulge in self-bullying.  Negative self-talk, blame, shame and guilt never help.  They only increase anxiety, stress and depression, and destroy confidence and self-esteem.  Don’t believe negative predictions; your life isn’t ruined and in 10 years you won’t want to be friends with your high school classmates – certainly not the hyenas who pile on.

Isn’t it amazing that this happened in a Denver suburb near where the Columbine High School shootings occurred?

As you can see, state laws and school policies are necessary to give principals and administrators the leverage to act safely without fear of law suits by bullying parents of school bullies.  But the responsible authorities must be willing to act courageously, energetically, skillfully and effectively.  When they don’t, laws and policies become scraps of paper, blowing in the wind of their excuses.

Since the principal and district administrator didn’t protect a target of such bullying and abuse, I predict that there have already been other incidents at Englewood High School and there will be in the future.  Bullies are predators.  They look for easy prey and they push the boundaries.  Once one hyena gets away with boundary pushing – darting in, ripping off some flesh and darting back safely – the rest of the pack will pile on.

In addition to the perpetrator and his family, the principal and district administrator have a lot to answer for.  I hope a public outcry focuses on them.

Top 10 reasons people form bullying cliques at work

Bullying cliques (or vicious gangs) are apparent early in life.  They’re rampant in junior high school and high school.  You can see the same type of behavior perpetuated in the workplace.  O, the bullying is more harsh and twisted, and the justifications are more slick, but you can see the same ugly bullies, only in bigger bodies. What’s been your experience with cliques at work?

What do you think the top reasons are that people gang up on others?

Do women or men do it more – and to whom?

Typical clique behaviors that create a hostile workplace include, but are not limited to:

• Bullying, intimidation and overt physical violence.
• Cutting out and passive-aggressive attacks.
• Harassment (verbal, physical and sexual).
• Belittling, humiliating, demeaning, insulting, sarcastic comments and contempt.
• Backstabbing, gossiping and spreading rumors.
• Negativity, nit-picking, know-it-all, continual criticism.
• Bad reviews and denial of benefits and promotions.

The top ten reasons I’ve seen people form hostile, nasty cliques at work are:

1. They’re jealous of other people’s intelligence, talent, skill, potential or success.
2. They’re insecure and hate or are threatened and scared by differences and get to feel superior when they disparage other people.
3. They use the clique to gain power, promotions and publicity.
4. They want to attach themselves to the “in” crowd.
5. They feel a thrill at the power of making someone suffer or beg for mercy.
6. They feel justified because the victim did something bad to them.
7. They feel powerful that they’re in control of punishment and retribution.
8. Habits – they grew up that way and don’t know any other way to organize their emotional lives or get what they want.
9. Narcissism and arrogance – “I’m the greatest.  Kneel before me or feel the whip.”
10. It’s human nature.

What are the reasons you see most often?

In another post we’ll go into how to get the coaching you need to stop a clique that’s going after you or a coworker.

You can care too much about winning your parents’ approval

My last post was about adults who carry to their graves the wounding and scars they got from their parents.  These adults never grow up mentally, emotionally and spiritually.  They never leave their parents’ mental and emotional homes, even if they leave physically. While watching the John Adams mini-series, I saw a classic example.

Whether the program was factual or not, the picture it showed of John and Abigail’s youngest son, Charles, was so typical and true that I’ll comment as if it was factual.

Because John was gone during the Revolutionary years for long periods of time in Philadelphia and Europe, and Abigail also went to Paris, Charles did not get as much of his parents’ love and affection as he wanted.  Charles especially wanted his father’s approval.  But John would never approve of Charles’ lack of serious, studious devotion to a stable career dedicated to building his country and supporting his family.

Forget about what John and Abigail should have done.  We can feel sorry for Charles, but the obvious reality is that Charles was never going to get what he wanted from his parents.  And the more Charles wasted his life in whining, drinking, frivolous daydreams and squandering his talent and money, the less likely that he would get what he wanted from them.

Here’s the key: Charles is faced with an emotional reality that is as real as rain or snow or hail or drought or flood or grasshoppers eating your crops.  What is Charles’ task?  No matter what, Charles has the same task we all have.

We each and all must suck it up and succeed.  We must take responsibility for creating futures that are wonderful, no matter what our givens are.  In my forthcoming e-book on how to stop school bullies in their tracks, you’ll find a case study of a teenager facing this decision.  But you know it’s true.  You had to face it.  Everyone has to face it.  Charles’ brother, John Quincy, had to face it.  And John Quincy sucked it up successfully, despite not liking it.

As Jawaharlal Nehru said, “Life is like a game of cards.  The hand that is dealt to you represents determinism; the way you play it is free will.” 

Charles ran from the difficult responsibility of being in charge of creating a wonderful future.  He blamed his failures on his parents’ lack of giving him what he wanted.  As if he was the first person not to get enough from his parents.  Do you really think that if John had come home from the Continental Congress in Philadelphia and said that he thought Charles was a delightful, sweet, charming and lovable fellow, with good stuff buried inside, Charles would have become strong, responsible and successful?

Charles wasn’t resilient enough to succeed in the face of the bad weather in his life.  He couldn’t put his parents off to his mental and emotional side.  He wasn’t courageous, strong and hardworking enough for himself, his wife and his child.  He failed.  And history rolls over the failures.

Charles shouldn’t have let his parents’ deficiencies be more important in his life than his future.  His parents – our parents – are not excuses for failing.  Why let people ruin your future if they didn’t give you what you need when you were young and still don’t?  Move beyond them.  Find other parents (older people) who will love and appreciate you.  Find models to inspire you.  Succeed, despite the harsh weather.

What else is worth doing with the energy and days given you?