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.

Are parents liable for kids' school cyberbullying?

Teenagers do things behind our backs.  They hide things from their parents just like we did.  But suppose they’re involved in cyberbullying?  Even if they’re not the original perpetrator, suppose they simply get drawn in to pile-on? Are we liable when they’re cyberbullies?

Sometimes, people make nasty, sarcastic, critical remarks to a friend about someone else but they don’t expect it to get forwarded to everyone at school.  Lesson learned, I hope.

But how about our children being relentlessly nasty and vicious to everyone they don’t like on social networks?  How about if they tell people to kill themselves?

How about our children sending obscene remarks to lots of people under the name of someone they don’t like?  How about our kids asking people to pile on to call someone they don’t like obscene names?  How about our teenager setting up a fake Facebook page in the name of someone they don’t like, filled with altered pictures of the person, a fake history and rants about all the other kids at school?

About 50 percent of teens with internet access report having been bullied online.  About the same number report doing the cyberbullying.  More than one in three report having received cyber threats.  Only 10 percent of kids who are bullied tell their parents.  Only 15 percent of parents know what their kids doing online, especially on social networks.  Of course, these numbers are rough estimates, but in my experience, they’re low estimates.

If these things are done at school, schools will get involved.  What might a permanent record of these actions do to your teenager’s chance of getting a good job or getting accepted into college?

If the cyberbullying is done from our home computers, the school will probably not get involved.  But the police will.  And our liability as parents will be increased.

Notice, I didn’t approach cyberbullying as a moral wrong.  We grownups know that.  But how far would we go on moral grounds to stop cyberbullying by our children if that meant a pitched battle with angry teenagers.  They will object because we’re spying on them or we’re stopping them from joining some “in-crowd” they desperately want to belong to.

So I approached stopping cyber bullies by asking about our liability.

Suppose the bullied kids and their parents go to the police about our children as a cyber bullies?  Do we want the police coming to our door?  Do we want to defend ourselves by saying that we didn’t know?

Suppose the targets file a suit against our children and against us for damages?  Even if we win, how much money will the lawyers cost?  How will we stand the publicity on every television and newspaper in town?  Suppose it goes nationwide?

The lines of responsibility are in flux now because the area of law is so new.  We don’t know where a judge or jury might come down in our case.

Suppose the target of our children’s venom commits suicide or gets a gun to wreak vengeance?  Suppose we could lose our house in a civil suit?  Suppose we could go to jail?  Does that change our willingness to limit the freedoms our children want when they’re living in our home and using a computer we bought?

The bottom line is that we’re responsible for our children.  They live under our roofs.  We must know what they’re doing.  They don’t have privacy.

If we don’t set limits when they’re younger, they’ll grow up to be teens who think they can do whatever they want.  They’ll know they can wear us down if we try to limit them.  Even though we may pay the price.

If they’ve become teenagers already who think they’re entitled to do what they want, we’d better set boundaries before they do something that can ruin our lives as well as theirs.

Since all tactics depend on the situation, expert coaching by phone or Skype helps.  We can design a plan that fits you and your situation.  And build your will and skill to carry it out effectively.

To Stop Bullies, Should Kids Ever Fight Back?

Jane’s 5 year-old daughter, Jenny, had been tormented for months by a bully in her class.  Even though the bullying girl was the same size as Jenny, she repeated took whatever Jenny was playing with, shoved Jenny down repeatedly and often pulled her clothes and hair. Jane had told her daughter that physical violence was never the answer.  Jenny should never sink to a bully’s level.  Also, the incidents were no big deal, the bully was probably bullied at home and didn’t know any better, Jenny should rise above and be the better and nicer person, Jenny should try to play nicely with the bully and make friends with her by giving the bully her toys, and to tell her teacher when incidents occurred.

The teacher talked to the bully but never stopped her behavior.

Eventually, one day, the bully grabbed a toy from Jenny and scratched her face.  In a fit of anger Jenny pushed the bully down and scratched her face really hard.  The bully backed away and cried.  The teacher was outraged at Jenny’s retaliation, sent her to the principal’s office and had Jane called.

What should Jane do?

First, what Jane did was to be very apologetic to the principal and teacher on Jenny’s behalf and then verbally chastise her daughter in the principal’s office for fighting back.  Fortunately for Jenny:

• Her mother did not make Jenny apologize face-to-face to the bully and the teacher was so busy and distracted that she forgot to punish Jenny in front of the bully.
• She felt so good after fighting back and winning that she ignored her mother’s attempts to lash her with shame, blame and guilt.  When she went back into class she gave the bully a dirty look and smiled threateningly at her.  That was Jenny taking her own power instead of waiting for someone to empower her.

Jane illustrates how well-meaning parents can be the number one risk factor in converting targets into victims.

What would I recommend Jane do instead?  Should kids like Jenny ever fight back?

• Jane should direct her anger at the teacher and principal who hadn’t protected her daughter from a bully.  Actually she should have been doing that all along, not simply after this incident.  She should have made repeated complaints, in writing, up the chain of responsibility of the school district.  Schools can create effective stop-bullying programs.
• She should have found out if other kids were being bullied at the school.  She should have rallied those parents, contacted lawyers and gotten the media involved in publicizing the do-nothing principals and district administrators who are a major factor in bullying-caused suicides.
• If I were Jenny’s parent, I’d take her out for ice cream or an even bigger treat.  I’d congratulate her on successfully defending herself.  I’d tell her that she’s probably going to have to hurt the bully once more because many bullies are boundary pushers.  The bully will probably try her old tactics once more to test Jenny’s courage, determination and resolve.
• I’d tell her that as she grows older, I’ll teach her how to fight back verbally and that if she learns verbal martial arts, she may not ever have to use physical methods.  But I’d see that she learns these also.
• I’d also tell her that her teacher and principal are cowards and jerks.  They don’t protect targets from predators under their care.  A 5 year-old can understand that.  So Jenny should just be quiet and nod when they lecture her, and she should ignore what they say.  If niceness doesn’t stop bullies, then Jenny should get me involved and if the authorities won’t protect her, she must use force.

When harassment, bullying and abuse are tolerated they don’t remain isolated incidents.  Instead, bullying rapidly becomes a generally accepted pattern at a school or a district.  When adults don’t fulfill their responsibilities, bullies realize they have the power to do whatever they want.  Other kids get lured into bullying or become bystanders instead of witnesses.  Behavior settles to the lowest common denominator.

Begging, bribery, appeasement, understanding, forgiveness, wishful thinking and the Golden Rule don’t stop bullies.  Unconditional love of bullies doesn’t stop their behavior.  Relentless bullies are predators.  Kindness doesn’t stop them; they misinterpret our kindness as weakness and an invitation to harm us more.

I’ve been interviewed many times on radio and television programs.  Almost every woman who has interviewed me was a Jenny whose mother told her to take the high road and never fight back, verbally or physically.  But unlike Jenny, they grew up being “nice girls.” Now, they wallow in negative second-guessing and self-doubt, and a little depression and defeatism because they never learned how to protect themselves.  Now, they bear some anger toward their mothers.

They’re also unable to stop bullies at work or to teach their children how to stop bullies in school.

But they’re all eager to learn how to stop bullies and how to make school officials protect their children, whether they want to or not.

For some examples, see the case studies in “Parenting Bully-Proof Kids,” the companion book to “How to Stop Bullies in Their Tracks,” available fastest from this web site.

Since all tactics depend on the situation, expert coaching by phone or Skype helps.  We can design a plan that fits you and your situation.  And build your will and skill to carry it out effectively.

Stop Abusive, Bullying Teachers

Which professions, in their teaching schools and in their on-the-job practices, foster or tolerate the worst and most flagrant forms of bullying?  I don’t know, but teaching is right up there with doctors and lawyers and others I may be overlooking. I see two kinds of principals running two very different kinds of public schools.

The smaller percent won’t tolerate bullying among the students, won’t tolerate bullying of the students by teachers and also won’t tolerate bullying of teachers by other teachers.  These principals and teachers are a pleasure to work with.  We can design policies and proactive programs to keep students and teachers safe and focused on teaching.  These people say, “We don’t tolerate bullying here.”

Unfortunately, the larger percent of principals and teachers tolerate or ignore bullying on the part of students and the faculty.  Even if they have anti-bullying policies, they don’t have effective programs and they won’t stand up to bullies – students or teachers.  They’re usually the schools at which principals and even counselors will look me in the eye and say, as if they believe it, “We have no bullying here,” – even though teachers and students know who the bullies are and where, when and how the bullying occurs, and they’ve complained publically about bullying, and even after there have been suicides.

By the way, not only public schools, but also colleges, universities and professional, post-graduate training schools (teacher training, medical schools, and law schools) are hotbeds of faculty harassing and bullying students, and faculty bullying other faculty.  Don’t believe me?  Check out the law suits and blogs.  Ask the teachers, doctors and lawyers you know personally.  Ask about arrogant, narcissistic, abusive control-freaks. How do teachers bully other teachers?

• Senior individuals, including principals, have power and control over junior teachers and will misuse that power for personal reasons, including sex.  One variant is, “Suck up to me or I’ll sabotage your career.”  Another is, “I’m powerful and I enjoy making you squirm.”  Or, “They did it to me and now I’ll do it to you.”  And, “It’s for your own good.  It’ll make you stronger.”
• Often, cliques of senior or even junior teachers try to run the show.  One variant is, “Join our clique and suck up to us or else.”  Another is, “Don’t change my perks or the status quo, and don’t threaten my job.  Don’t expose our failures or dirty laundry even though we’re not changing.  If you do, we’ll get you.”  Their favorite tactics are to ostracize the offender and to blame all the problems on him or her.  These vicious gangs will try to silence or remove offenders for nitpicky, trumped up reasons.

What can you do if you’re managing such an environment?

• In my experience, successful change starts from the top down.
• At a college, university or professional school, it takes a very powerful and very politically astute new administrator or new department head to change the environment.  The new person will have to weed through his staff slowly and carefully, replacing the worst bullies and narcissists for legal reasons and in legal ways.  He’ll have to have support because there will be widespread personal attacks and law suits.
• At a public school, change requires a new principal supported by the district administrators and school boards.  The new principal will have to be a master at enrolling a core group of supportive teachers and the media, and maneuvering around the union.  Entrenched people, like infected splinters, are hard to reach and remove.  But persevering and savvy principals can set a new tone in their schools.

What can you do if you’re a target?

• Notice the signs.  If you’re ignored, blamed or attacked in public, especially in front of students, you’re being set-up to be the target of a public media campaign as a troublemaker who needs fired for the well-being of the school.  There’s no negotiating with these righteous predators and flying low won’t get them to back off.  You won’t get the union to back you.
• Hire a good lawyer who knows how to get the right publicity – not the school lawyer.  Being right won’t prevent a smear campaign, full of innuendos and lies, against you.  Learn what to document on your home computer.
• You’ll probably end up looking for a job in another state with one of the few district administrators who can see the truth and are willing to take a chance on a “potential troublemaker.”

It’s particularly sad when the people who are responsible to guard our children against bullying are bullies themselves.  We each have to fight our own private battle against abuse by people in power or those out of power who want to gain power and control.

Hire an expert coach and read the examples in “How to Stop Bullies in Their Tracks.”

Stop Gossip Girls' Bullying, Harassment and Abuse at Work

Recent articles in the “New York Times” by Shayla McKnight, in the “Harvard Business Blogs” by Cheryl Dolan and Faith Oliver, and in “Stumble Upon” have focused on the harm done by workplace “gossip girls,” “mean girls” and on the difficulty in stopping these bullies.  However, some academics have even made a case for the benefits of gossip at work. Although men also engage in gossip at work, the typical image of harassment and bullying with gossip involves grown up mean girls using the same tactics they perfected in middle and high school.

Gossip is part of a pattern of negativity, verbal abuse, sabotage, rumor mongering, exclusion, back-stabbing, public ridicule, “catfights,” arguments, vendettas, disrespect, cutting out and forming warring cliques, crowds or mobs that wreaks havoc on previously productive teams.  Conflict and stress, and turnover and sick leave increase, while morale and productivity are destroyed.  These tactics lead to hostile workplace and discrimination suits against companies that don’t actively recognize and remove stealthy gossip girls, their supporters and managers who tolerate the bullying.

Although gossip, harassment and bullying by mean girls are scourges at work, they can be stopped.

Of course there are people for whom gossip is a way of life.  They can’t imagine living without talking about other people.  But if you want to maximize productivity of your team or company, you’ll have to stop these people, as well as the hardened climbers who use gossip to gain power and turf, or who simply like inflicting pain on their victims.

The key to stopping these hostile behaviors is team agreements:

• Ban the practices – have clearly stated company policies and procedures.
• Publicize the no-gossip policy during interviews and new-employee orientation.
• Track behavior as part of evaluations that count.
• Involve the whole team, as well as managers, to hold one another accountable.
• Remove people who insist on their own destructive behavioral code.

Make the overall tone at work be “We have more important things to talk about than gossip.”

Obviously, the burden falls on owners and leaders.  They set the tone.  If they’re the gossip girls or boys, you won’t be able to change their company.

But owners and leaders can’t do it themselves.  They must involve and enroll all the employees.  They must promote and keep only those who actively support the effort to create better attitudes and behavior.

Sometimes the voices of an outside expert and company lawyers are necessary to guide the process.  But ultimately, leaders and employees must take charge of creating an environment where they can thrive without having to look over their shoulders with the same kind of anxiety and fear they had in middle of high school.

If Demi Lovato and Miley Cyrus can be bullied, how can your daughter stop school bullies?

As reported in the Huffington Post, to focus attention on National Bullying Prevention Awareness Week, Disney star Demi Lovato has gone public.  She was bullied so much in school that she and her parents chose to do home schooling rather than face the bullies at school.  Her story follows Miley Cyrus telling of being bullied, harassed and abused verbally and physically when she was in school. These stories follow the recent publicity given  in the New York Times to the “slut list” at “top-ranked, affluent, suburban New Jersey Millburn High School” that’s been going on for at least 10 years.  In this case, it was the “popular and athletic” girls who went after the younger girls.

Notice that these examples were of girls bullying other girls; a common occurrence that often gets lost in the glare of publicity about boys who bully.  These are often the girls who will grow up to be women who bully women at work.

Cliques of girls are just as brutal as gangs of boys.  And the wounds and scars of verbal and emotional bullying often last a lifetime.

I hope the publicity will stimulate people who can change the situation.  Who do I mean?

• Bullies and their parents.  Ultimately, bullies are responsible for their actions no matter what their excuses and justifications are.  And their parents are responsible for not teaching or setting better examples for their daughters.  In too many cases, they’re also responsible for minimizing the effects of their daughter’s behavior on the target girls and for protecting their daughters from the appropriate consequences of their actions.

But bullies have been with us forever and will continue to be.  We can’t wait for all parents to socialize their children better or for all children to change.

• Parents of the targeted girls.  They are often remiss in three areas.  First, if they don’t teach their daughters how to stand up emotionally, verbally and physically.  Yes, sometimes, physical force is necessary to stop bullying girls, just as it is often effective in stopping bullying boys.

Second, if parents don’t organize a core group of active parents to support principals who want to stop bullying or to force uncaring, lazy or cowardly principals to stop bullying at their schools.  When bullies are tolerated at a school, they prey on many targets.

Third, if parents don’t pressure reluctant legislators to make laws that can be enforced.  Often legislators focus on free speech, even when the pendulum is shifting to limit some speech in an effort to protect children.

• Targeted girls.  They can develop the emotional strength and courage, and learn skills necessary to stand up to bullies, even if their parents don’t teach them well.
• Principals who won’t act.  For example, the principal at Millburn said that there was no evidence to determine who made the list; no one had come forward to identify the predators.  Funny, I’ll bet almost every kid at school knows who organizes and publicizes the “slut list” on Facebook and through cell phones.  Principals can have proactive stop-bullying policies and programs, vetted by school district lawyers, that enroll all students, including bystanders, in outing and stopping school bullies.  I focus on principals because strong, active principals set the tone.  They involve district administrators and train teachers and staff.
• Legislators who are willing to victimize children rather than taking a strong stand against harassment, abuse and bullying.  Maybe angry parents need to make this an election issue.

Notice that I haven’t focused on understanding and therapeutizing bullies.  Let’s stop them first.  That can motivate bullies to learn other tactics.

I haven’t focused on statistics either.  Statistics may be important in swaying congressmen, but when there’s bullying at your child’s school or your child is being bullied, you don’t pay much attention to statistics.  You want your immediate situation changed.

If Miley Cyrus, Demi Lovato and the kids at top-ranked, affluent, suburban schools can be bullied, harassed and abused, your daughter can be also.

Lori Drew Acquitted by Judge in Cyber Bullying Suicide Case

On July 2, a federal judge overturned guilty verdicts rendered by the jury against Lori Drew, 50, who was accused of participating in a cyber bullying scheme against 13-year-old Megan Meier, who later committed suicide. This case demonstrates why we need federal laws to stop cyber bullying, harassment and abuse.

The facts in the case were agreed upon even by Drew.  She set-up a MySpace account under an assumed name, “Josh Evans,” that was used by her daughter and an employee to harass, bully and abuse 13-year-old Megan Meier.  It is not clear what other actions Drew took to use or promote the use of the site.  After many attacks on Megan, the fake identity eventually encouraged her to commit suicide.  The three perpetrators would not admit who sent that message.

While that sounds straightforward and obviously wrong, and most people react with outrage, there are no Federal laws to prevent such attacks.  Since there are no laws making the cyber bullying, harassment and abusive actions of Lori Drew, her daughter and her employee a felony, prosecutors had to bring weak charges based on unauthorized computer access under the Computer Fraud and Abuse Act.

Despite difficulties in stretching the application of these laws to cover the cyber bullying, a jury found Lori Drew guilty of three misdemeanor counts in the case.  However, the judge overturned the jury and acquitted Drew of the charges.  Some of the arguments for the defense were: * The three bullies didn’t know the terms of agreement for setting up their MySpace account because they hadn’t read the MySpace contract they agreed to. * Stretching the laws to cover their actions could set dangerous legal precedents.

Even though we can follow the legal arguments, the sense of outrage still remains.

This situation makes an obvious case for the need for strong Federal anti-cyber bullying laws. If there were clear laws and stiff penalties against, for example, using sites to defame, embarrass, harm, abuse, threaten, slander or harass third parties the case against the three people would have been different.  In addition, we must not offer people anonymity or secret identities to attack other people online.

Of course these laws would infringe on free speech and some people’s desires to create secret identities online.  Which is more important, protecting adults and children against anonymous attacks or free speech?

In the case of the suicide of Megan Meier, had Lori Drew’s daughter accosted Megan in person, laying forth whatever complaints she had, saying whatever vindictive and nasty things she wanted to say, the situation would have been very different.  Megan would have been able to face her accuser.  She would have known her accuser’s personal agenda.  She could have argued or ignored the attacks.  But online attacks through a false identity are a very different matter.

Of course lawyers debate legal precedents.  But we all know the protection we’d want against anonymous people who put signs or graffiti on our homes or burn crosses on our lawns.  We clearly see the need to regulate these actions, even if they aren’t direct attacks with a deadly weapon.  Cyber bullying, harassment and abuse require the same regulation.

Lori Drew and her attorney are trying to drum up sympathy for her.  They say that she’s had to pay legal fees and move from Missouri due to the publicity and anger her family has faced.  They may not have envisioned the final consequences of their hoax, but once we go down the pathway of harassment, bullying and abuse, we can’t control the results.

As parents, this case also should make us question our children’s use of social networking sites like MySpace.  I always recommend drawing firm lines that encourage face-to-face friends and prohibit virtual friends, who, by definition, aren’t real friends.