Catering to a few troublesome workers can backfire

It’s natural to respond to employees going through personal crises or enjoying tumultuous events, such as marriages and births. But have you volunteered to serve as therapist to some of your most troubled employees?  If so, have you asked the rest of your staff if they like your new role?

For example, Joe spent much of each day talking with people on his large team about their personal problems.  He thought his tender ministrations could turn anyone into a stellar performer.

To read the rest of this article from the Denver Business Journal, see: Catering to a few troublesome workers can backfire http://www.bizjournals.com/denver/stories/2008/04/14/smallb3.html

Joe was proud that he was a caring, people-person; a friend.  He wasn’t an insensitive, bullying, abusive, slave driver.  He wanted his team to be a family.  He expected success as a result of his people-centered approach.

However, I saw that it was the same few unprofessional performers who always needed Joe’s support and care.  For example:

• Jane lacked emotional control and blew up if she was ever asked to meet deadlines.
• Chuck always made sarcastic, personal comments about anyone who performed well.
• Bob was a negative, hostile, controlling and defensive bully.
• Joan was a smiling, manipulative, gossiping, backbiting rumor monger.

These four had chronic problems that spread their unprofessional behavior and prevented high-performance.  They weren’t solid performers who maintained their professional demeanor and productivity despite being distracted by joyous events or suffering from personal turmoil.

Joe had created a culture of entitlement.  He had to micro-manage them for them to be even a little productive.

Most of the solid performers still on Joe’s staff were looking to leave.  They felt harassed, stressed, abused and abandoned while he was doing therapy on those four underperforming employees.  Joe’s peers thought he should be reprimanded because his department was a bottle-neck.

Joe finally saw his problem and moved to fix it.  Over time, through evaluations for both productivity and behavior, he held everyone on his team accountable.  Despite the chance Joe offered them, three of the needy people did not begin to produce better or stop infecting the rest of the team.  They continued to drag down the behavior and performance standards of the team.

Typically, when people have been given many special privileges, they sue when they stop getting catered to.

However, in this case, Joe got some gifts; one of the people needed the job and started performing, two left of their own accord because the environment had “turned hostile,” and only one had to be terminated.  That person sued because of Joe’s “harassment.” But Joe had acted and documented appropriately and was vindicated.

Joe is unusual.  Most rescuing meddlers don’t change.  They’re addicted to the meddling role.  Similarly, most passive-aggressive or conflict-avoidant managers don’t change.

Re-read your job description: It probably doesn’t ask you to victimize most of your staff by catering to the emotional and psychological needs of a few people in the workplace.

Remember what Mr. Spock, from the original Star Trek, said, “Don’t sacrifice the many for the sake of the few.”  Mr. Spock was always right.

Learn what you can do to eliminate the high cost of low attitudes, behavior and performance.

All tactics are situational.  Expert coaching and consulting can help you create and implement a plan that fits you and your organization.

How to Raise a Bullying Teenager: Don't Stop Their Temper Tantrums

The Wall Street Journal had a story on “The rich rolling in armored splendor in Brazil.”  The part I want to emphasize was about a 19 year-old girl who insisted that she have a pink VW Beetle armored.  She wouldn’t settle for another color or another car, like an Audi.  Her father said, that safety wasn't his only concern; "My greatest fear is to see disappointment on my daughter's face."  Now there’s a kid who has abused and trained her father to give her what she wants. Parents are the number one risk factor in raising kids to be bullies.  There are many ways of raising a teenage bully, but one of the sure-fire methods is to give in to temper tantrums; especially if you begin when they’re young.

We’ve all seen parents who give their young children whatever they want when the kids act disappointed or throw tantrums in stores and restaurants.  Those parents are preparing themselves to live with sneering, selfish, demanding teenagers.  They are training their children to be abusive, teenage bullies.

So what should you do instead?  Begin by realizing that your attitudes and perseverance are critical.  Dedicate yourself to doing whatever it takes to give your children a better start in life.

The following approach works for all but the most troubled kids.

• Temper tantrums are normal.  All children are supposed to try every type of behavior to make their parents give them everything they want -- immediately.  There’s absolutely nothing wrong with infants trying temper tantrums.  That’s normal.  When your children become old enough to begin learning other methods to get what they want, your first task as a parent is to show them, lovingly and firmly, that that approach won’t work.  Your second is to teach them patiently what behavior will be more likely to get you to do what they want.
• Teach them civility – patience and politeness.  They’ll get a lot from you – after all, you are a loving parent.  But they’ll get more, although not everything, when they ask nicely.  Of course, some children resist longer than others.  So what?  Be more persistent than they are.
• Don’t get angry; don’t throw a fit in response.  If you lose control, they’ll persist in throwing tantrums because they’ll know they’ll eventually win.  Laugh and be calm and persistent.  Have determination and strength.
• Persevere: Over time, you will train them.  The earlier you start; the better.  Of course, when they’re infants you’ll cater to their demands more.  But as they learn to speak and you can reason and explain more, you’ll shift to teaching them, “That’s not the way you can get me to do what you want.”  Find appropriate and immediate consequences when they throw tantrums in public.
• Your child’s unhappiness is not the most important thing in the world.  Your greatest fear should not be to see disappointment on your child’s face.  You should be much more afraid of sending a spoiled brat out into the world – armored or not.
• If you give in to temper tantrums when the children are young, you’re training them to become bullies.  You’ll soon have teenagers who use tantrums to manipulate, abuse and control you.  You can still use the approach I’ve presented here to stop the tantrums, when your kids are teenagers.  But you’ll be in for a fierce fight because you will already have taught them that they bullying will wear you down – eventually you’ll give in.  That kind of conditioning is difficult, but not impossible, to break.

Remember, your children will show you what it takes to stop them from using their disappointment, hurt feelings and temper tantrums as weapons to get what they want.

Some children will give up temper tantrums easily when they’re young.  They’ll try other methods to get what they want, like reasoning with you or bribing you by giving you what you want in return for your giving them what they want. Other children will fight as if their lives depend on getting everything they want immediately.  Don’t give in while you’re convincing them to try a different strategy – and that not getting everything immediately isn’t the end of the world.

Socializing your children will not only make your life much easier, it’ll help them be successful.  It’s difficult enough to be successful when we act civilized with other people.  It’s much harder to be successful when you’re throwing temper tantrums against teachers, bosses or the police.

Teach your children when they’re young so you can enjoy them when they’re teenagers.  If you let them bully you, they’ll usually become bullies at work and bullying husbands, wives and parents.

Eric Harris, Dylan Klebolt, Columbine and Jackie Robinson

In the space of five days, we honor Jackie Robinson’s finally breaking into the major leagues by having every baseball player wear his number and we also memorialize Eric Harris and Dylan Klebolt’s massacre at Columbine High School ten years ago.  Looking at the similarities and differences between the three people is instructive. They each faced a failed system – but in opposite directions – and they illustrate character and courage – but at opposite ends of the spectrum.

The Rotten Systems Jackie Robinson was 28 when he was first allowed to play in the major leagues.  Think of what his records would have been had he not lost about 6 of his best years.  The stories about what was done and said to him fill volumes.  For starters, he couldn’t get a cab to Ebbets field on April 15, 1947 because he was black.  Some of his teammates were so racist that they wouldn’t play on the same team with him.  He couldn’t stay in many of the same hotels or eat in many of the same restaurants as the rest of the team, even after his fabulous rookie season.  Players on other teams threw balls at his head and spiked him on the base paths.  His and his family’s lives were continually threatened.

I grew up in Brooklyn and was old enough to go to Ebbets Field to see Robinson play in his second year.  The insults, curses and threats from the players and fans were still going on.  It was my personal introduction to racism.

The system that kept Robinson out of baseball and harassed him for years was rotten – full of anger, hatred and the very real possibility of killing him and his family.

Eric Harris and Dylan Klebolt faced a rotten system on the other extreme.  They were allowed to act out and show the world what they meant to do, but instead of being removed from contact with other students who were their victims, the two were coddled.

Part of what made their shooting spree so horrible for many people not directly connected with the slain students and teacher, was that it showed a generation that their basic assumption about rehabilitating even the most psychopathic-psychotic teenagers were wrong and could have terrible consequences for their own children.  The assumption was that if you kept extremely troubled kids in contact with the rest of us and gave them lots of counseling and even more chances, the troubled kids would stop being crazy bullies and would become nice people and good citizens.

Previously, kids like Harris and Klebolt would have been called juvenile delinquents and removed in order to protect the rest of us.  Of course, a few of those were removed unjustly and could have been rehabilitated if treated differently.  So we swung the pendulum all the way to the side of ignoring the signs, keeping the juvenile delinquents with the rest of us and hoping for the best.  Harris and Klebolt showed a generation what the price was for living that false educational philosophy; each one of those psychopaths could kill about ten innocent people.

That coddling attitude is very much like letting drunk drivers continue driving.  You don’t know who the next victims will be, but you know there is a very high percentage that there will be next victims.

We still haven’t righted the pendulum.  Maybe that will take a kind of well-publicized, civil rights movement or maybe just the eventual dying off of the generation that espoused such weird ideas supported by spurious educational research.  Thousands of innocent kids are bullied and harassed at school each day while society, the legal system and school principals don’t stop the bullying juvenile delinquents, psychopaths and psychotics.

Character and Courage Jackie Robinson had the character and courage to endure and surmount far worse than the bullying that is claimed to have pushed Harris and Klebolt over the edge.  Robinson kept his promise to himself and to Branch Rickey, Brooklyn Dodgers’ President, to hold himself in check until he had proven his quality as a baseball player.  He endured in order to make a point for his race.  He endured when most of us, with less character and courage, would either have given up or exploded.

Neither Harris nor Klebolt had character or courage.  Bullying didn’t push them over the edge.  They ran willingly and repeatedly right to the edge and then jumped off.  None of the adults stopped them or removed them.

When will we swing the pendulum back to the middle and start protecting the rest of us from the bullies and crazies?