Manage Up to Give Feedback

Most employees are afraid of getting fired. As a result, employees are often afraid of the most senior people in organizations, simply because of their titles. The better the title, the scarier people are. And if employees are scared of organizational leaders, they’re not going to be Manage Upinclined to give those leaders negative feedback. The most senior people in an organization get the least information of anyone.

No one likes to be told that he is wrong. Negative feedback tells the person he did something wrong. But there is more than one way to give feedback. Asking questions can be equally as effective as giving direct feedback.

If you want to give a senior person negative feedback, but you’re afraid of the consequences, manage up by asking more and saying less..

Here are some ways to manage up by asking questions:

Rather than saying, “I disagree, I think you’re wrong, or this is a mistake,” consider managing up by asking questions like:

  • We’ve chosen to invest a lot in this software. I wasn’t here when the software was chosen. What’s the history of this initiative?
  • What were the criteria for selection?
  • How do you think it’s going?
  • What are you concerned about?
  • What are you satisfied with?
  • What else have we tried?
  • What are your thoughts about…?
  • What if we tried…?

Asking questions gets the person involved in a discussion, during which you can eventually express your point of view. When you ask questions, you say very little, and definitely don’t call the person’s decision-making into question.

 Human beings are wired for survival. Receiving negative feedback kicks the need to defend oneself into gear, hence why people become defensive when they receive negative feedback. Negative feedback calls survival into question. If you don’t want people to become defensive, don’t require them to defend themselves. A discussion, during which you ask questions, is much less threatening than overtly disagreeing with someone’s point of view.

Asking questions takes more time and more patience than giving direct feedback. But it also takes less courage, and the quality of your relationship doesn’t have to be as good. You need a pretty good relationship to give direct feedback. If you don’t have that relationship, manage up by asking questions instead of being so direct.

If you do choose to ask questions, watch your tone. If you can safely add the words “you dummy” to a question, you aren’t really asking a question, you’re giving feedback, which is likely to evoke the defensive response you’re seeking to avoid.

It’s important to be able to express your point-of-view at work. Staying in a job or organization in which you can’t speak up, doesn’t feel great and doesn’t leverage the best of what you have to offer. But if you’re concerned about giving direct feedback, manage up by asking questions.  Say less. Ask more.

manage up


Conflict Resolution in the Workplace – Speak Up!

Keeping with the theme of happiness and well-being during this holiday season, I’m hoping you’ll steer clear of the people and things that don’t make you feel good.

If you have a friend who talks only about herself, even after you’ve repeatedly given her this feedback, perhaps stop hanging out with her.

If you have a habit that you know isn’t in your best interest, perhaps break it.

The suggestions above are hard to do, but even harder is navigating relationships with people you can’t avoid. These are theEtip12.2.14 people who when they show up on your caller ID, you often think, “not today,” and let the call go to voicemail.

Here are eight techniques for managing challenging relationships and conflict resolution in the workplace:

Conflict Resolution in the Workplace Technique #1: Know that there are difficult people in every organization. You can leave your job to get away from the person who makes you crazy. But I promise you, he will be waiting for you at the next organization in a different body.

Conflict Resolution in the Workplace Technique #2: Don’t ignore challenging relationships and expect things to get better without your intervention. They won’t. Deal with strained relationships head on.

Conflict Resolution in the Workplace Technique #3: Work on relationships in person or over the phone, not via email.

Conflict Resolution in the Workplace Technique #4: The time to fix a relationship is when there’s nothing wrong. Have hard conversations when things in your relationship are calm and you’re not upset, otherwise the conversations are likely to quickly escalate.

Conflict Resolution in the Workplace Technique #5: Give people the benefit of the doubt. People are doing the best they can. If people knew another way to do something, they would do it that way.

Conflict Resolution in the Workplace Technique #6: Let the other person save face. The more critical we are, the more the other person will feel compelled to defend himself. It’s almost impossible to have a useful conversation with someone who is in defense mode.

Conflict Resolution in the Workplace Technique #7: Ask for what you want. Rather than telling people everything they do wrong, make requests. That could sound something like, “Would you be willing to talk with me directly when my team is frustrating your team? I’ll do everything I can to make things right.” Or, “If you need something from me that you’re not getting, will you give me a call? I’d rather hear about challenges directly from you than from someone else.”

Conflict Resolution in the Workplace Technique #8: Be vulnerable. If you want a better relationship with someone, tell her. If a relationship is strained or broken, chances are, the other person knows. You could say something like, “I think we both know this relationship is strained. I want you to know that I’d really like a good working relationship with you. If you’d like to get together for lunch or coffee and talk about what has gone on, I’d really like that. Perhaps we can start in a new way.”

If you don’t want to be that direct, perhaps considering saying something like, “I just want you to know that I really want a good working relationship with you. What can I do to ensure you and your department get what you need from me? What’s one change I can make that would make the biggest difference for you?”

Damaged and strained relationships won’t get better without your intervention. Ask for what you want. Be positive, be yourself, and be honest. And if the person doesn’t play ball with you, you’ll know that you’ve done what you can.

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Reaching Your Goals — What Will You Give Up?

Reaching Your GoalsIt’s the time of year when people start to evaluate the last year and plan for the next. As I do my own planning, I watch myself repeatedly doing things that will never allow me to reach my personal and professional goals.

I want to get more sleep, but I lie in bed playing with my iphone long after I should be asleep. I want to be in better shape, but I find every reason not to work out. I want to do more local work, but I don’t pursue work in Denver. Who in Colorado wants to hire me to speak or do some training? Ok, back on track.

To have something different, we need to do something different, and that often means giving something up. Letting go of a habit or pattern is challenging. There’s a reason we do what we do. Our habits provide something – comfort, distraction, fun, etc. If you’ve ever done a ropes course or graduated to a more challenging ski run, you know you need to let go of what feels secure to get to the next level. And letting go can be scary and difficult. But if we don’t let go, we get stuck where we are.

Make a list of things you want that you don’t have now. Perhaps you want to:

  • Learn a new skill or take on a new responsibility at work
  • Buy a house
  • Save more money
  • Be in better shape
  • Pursue a hobby

Then I’d ask, what do you need to give up (aka stop doing) to have what you want?

You need to do something differently, or you would already have what you want. Doing something differently could be as simple as telling someone who can help you get what you want. We often tell our coworkers and friends what we need to be happy in our job, but we don’t always tell the people who can help us get what we want.

If you want a different job, tell someone in your organization who can help you get what you want. Then create a plan with actions you’ll take, milestones, dates, and measurable outcomes, and follow up until you attain your goal.

Lastly, accept when you can’t get what you want from a person or organization, grieve, and then make a big change. If you have consistently pursued a role in your organization and in two or three years haven’t moved toward that goal, chances are you won’t get that job at that company. It’s likely you need to leave.

Choosing to leave is often the most difficult decision to make. We work and work on a relationship or situation, and eventually realize, we will never get what we want. That’s a very hard pill to swallow. But if you’re certain you won’t get what you want, despite your efforts, move on.

Five Steps to Reaching Your Goals – Ask Yourself:

Reaching your goals #1: What do I want that I don’t have now?

Reaching your goals #2: What do I need to give up in order to have what I want?

Reaching your goals #3: Have I made a request of the person/people who can help me get what I want?

Reaching your goals #4: Can the person/people I’ve asked for help assist me, and do they want to do so?

Reaching your goals #5: With persistence and consistency, can I get what I want from this situation, or is it time to move on?

Keys to reaching your goals: Determine what you want; tell someone who can help you get what you want; be consistent and persistent, and be ready to make changes. To have something different, we have to do something different.

Add a comment to the blog about what you’re giving up or doing differently to create the life you want, and we’ll enter you to win a free copy of my book, How to Say Anything to Anyone. And if you already have the book, you can pick a box of Candor Questions of your choosing.

Reaching Your Goals


Yoga Isn’t Why They Stay – Five Employee Retention Ideas

Employees appreciate perks – good coffee, an onsite gym, concierge service, and workout classes. But none of those things motivate employees to stay with an organization. And no one will quit because a company doesn’t offer those perks.

I won’t tell you not to offer yoga classes or to get rid of your video games. Just know neither perk is resulting in employee retention.

There are really just a few things employees need to stay with your company and do good work. And if you do those things consistently, you’ll see your best employees stay and excel.

Here are a few employee retention ideas: employee retention ideas

Employee retention idea #1: Managers, get to know employees better. Ask what brought employees to your company, what would make them leave, what employees want to learn, and what type of work they really don’t want to do. And when it’s possible, remove responsibilities employees don’t want to do, and replace those tasks with things employees enjoy more. You can’t eliminate all aspects of a job that employees don’t like. But people won’t stay in a job for long that doesn’t let them do work they enjoy about 75% of the time.

Employee retention idea #2: Managers, meet individually with employees, twice a month, for at least 30 minutes, to discuss current and future projects. Give specific and balanced (positive and negative) feedback during each meeting. Even the most independent employees need regular feedback and one-one-one time with their manager.

Employee retention idea #3: Teach and coach employees, so they expand their skill set and approach challenges in new and different ways. Most employees want to learn and grow. Managers don’t have to do the training themselves, just ensure it happens.

Employee retention idea #4: Give employees exposure to the senior leaders in your organization. This includes: attending meetings where senior leaders are present; pitching ideas to senior leaders; and learning from people above the employees’ manager.

Employee retention idea #5: Give employees stretch assignments and the chance to learn new things. One of the greatest reasons for employee turnover is boredom and a lack of growth and development. You don’t need to rotate or promote someone to help them grow. Giving employees exposure to different departments and types of work will allow employees to expand their skill set.

Most employees want to work for a manager who cares about them, takes time to get to know them, and helps advance their career. These activities will take some time. They won’t take a lot of money. Perhaps have your next one-on-one at the foosball table or over espresso. But know that the time managers take with employees, trumps every perk, every time.

 

employee retention ideas


Too Much Candor? How to Handle Negative Feedback

Just because you can say something, doesn’t mean you should.

There can be too much candor and feedback.

A few guidelines to consider before giving feedback:

  1. Ask yourself, was the feedback solicited? Unsolicited feedback rarely goes over well.how to handle negative feedback
  2. Assess if you have the relationship to give feedback. I’m offered all sorts of feedback from people I don’t even know. People I don’t know haven’t earned the right to give me feedback.
  3. Determine if you’re trying to strengthen the person or the relationship. If you aren’t trying to help someone improve, AND the feedback isn’t requested, AND you don’t have the rapport to give feedback, say nothing.

Feedback recipients don’t have to accept unsolicited input or advice. It’s perfectly acceptable to put limits and boundaries on the input you’re open to from peers, friends and family.

Here are two tips for how to handle negative feedback:

How to handle negative feedback tip one:

When you ask for feedback, be very specific about what type of feedback you want.

For example, you could say something like, “We’re picking a new software application to track leads. I’ve already narrowed the choice down to three vendors and vetted what each software application can and can’t do. I want to know about things I may not be aware of, like software that’s being phased out and won’t be supported and potential bankruptcies.”

There’s nothing wrong with asking for targeted feedback. Simply tell people what kind of feedback you want and why. And avoid asking open ended questions like, “What do you think?” If you ask a broad question, you’ll likely get a broad answer.

How to handle negative feedback tip two:

Tell people if you aren’t looking for feedback.

For example, you could say something like, “Thank you so much for your concern. I really appreciate it. I’m actually not looking for feedback at this time. But I really appreciate your concern.”

There’s NOTHING wrong with setting limits and boundaries about what kind of input you’re seeking. And when you do set those limits, intrusive people will think twice before offering unsolicited advice in the future.

 

how to handle negative feedback


The Employee Performance Appraisal Doesn’t Have to Be the Worst Day of the Year

Most people would rather get a root canal than participate in an annual employee performance appraisal.

The reasons employee performance appraisals are so difficult is simple:

  1. Many managers don’t deliver timely and balanced feedback throughout the year.
  2. Many employees don’t ask for regular feedback.
  3. Too much information is delivered during the annual employee performance appraisal.
  4. And as crazy as it sounds, managers and employees haven’t agreed to give and receive regular and candid feedback.

Employee performance appraisals don’t have to be the worst day of the year.

Here are four steps to ensure employee performance appraisals are useful and positive:

  1. Managers and employees must agree to give and receive balanced, candid feedback. Don’t assume the agreement to speak honestly is implicit, make it explicit.
  2. Managers, be honest and courageous. Don’t rate an employee a five who is really a three. You don’t do anyone any favors. Employees want to know how they’re really doing, no matter how much the feedback may sting.
  3. Managers, focus on three things the employee did well and three things to do more of next year. Any more input is overwhelming.
  4. Managers, schedule a second conversation a week after the employee performance appraisal, so employees can think about and process what you’ve said and discuss further, if necessary.

The key to being able to speak candidly during an employee performance appraisal is as simple as agreeing that you will do so and then being receptive to whatever is said. And don’t make feedback conversations a one-time event. If you do a rigorous workout after not exercising for a long time, you often can’t move the next day. Feedback conversations aren’t any different. They require practice for both the manager and employee to be comfortable.

Employee Performance Review


Improving Workplace Relationships – Suffering is Optional

When leaving a job, the late nights and all-consuming projects quickly become history. What we take with us, are the people we worked with and the friendships we formed.

Much of what contributes to job satisfaction or dissatisfaction are our workplace relationships. “I just can’t work with this person. We don’t see eye to eye. We can’t get along,” are the types of challenges that often motivate people to job hunt.

I’m a believer that suffering at work is optional. You deserve and can have a job doing work you love, with people you enjoy. If your workplace relationships are strained, there are several things you can do to improve them.

Four steps to improve workplace relationships:

1. Make a list of the people you need a good working relationship with.

2. If you’re not sure who you need to work well with, ask your boss, peers, and internal customers. They know.

3. Ensure you know what your internal customers are expecting from you. Ask what a good job looks like, how they’re evaluating your results, and how they like to communicate.

4. Tell people you’re struggling with, “I think we both know this relationship is strained. I’d really like a good working relationship with you. Would you be willing to have coffee or lunch with me, and we can talk about what has gone on, and perhaps start in a different way?”

Fixing a broken relationship needs to be a phone or in-person conversation. Sending someone an email, telling him you want a good working relationship, won’t do the job.

Damaged workplace relationships can be fixed. We often don’t know what the other person is really upset about. We may think we know or assume, but may be surprised when we have the conversation.

You spend way too much time at work not to enjoy the people you work with. Don’t assume strained relationships will remain strained. Identify who is most important to your success, tell those people you want a good working relationship, and then ask questions to learn what they are expecting from you. Good relationships don’t just happen.

You have more influence over your relationships than you may think. Don’t accept the status quo. Suffering is optional.

Click here to take advantage of our holiday special. Get everyone in your organization a copy of How to Say Anything to Anyone, and get more peace at work.  Buy five books. Get one free. No limit on quantities.

Changing Organizational Culture


Halloween Costumes for Work – Don’t Embarrass Yourself

I love Halloween. What’s not to like? It’s the one day of the year adults are sanctioned to dress up, act silly, and eat a lot of candy. And I like Halloween at work. Dressing up and trick or treating from cubicle to cubicle makes work more fun, albeit relatively unproductive.

If you’re coming to work in costume on Halloween, have fun, but remember that you’re still at work. Like your company’s holiday party, anything you wear will likely be remembered, talked about, and photographed. And regardless of your company’s social media policy, those photos will go somewhere. If you don’t want a photo of yourself in costume online or on your company’s intranet site, wear something else.

A few guidelines for Halloween costumes for work:

  • Don’t show a lot of skin – cleavage at work is a no-no
  • Short, tight skirts, even on Halloween, are also not the best choice
  • If an outfit is tight or very fitted and doesn’t leave much to the imagination, it’s not appropriate for work

Here are a few examples of appropriate Halloween costumes for work:

Pineapple

Minnie Mouse

Office Space

We appreciate the nod to the film Office Space, which should be required viewing for everyone with a job.

The costumes above may not be the most exciting, but they won’t get you labeled as having bad judgment, nor will you be the topic of discussion, in a bad way, on Monday.

Here are a few examples of Halloween costumes at work that would be better left at home.

Scantily Clad Loofah

Spandex Spiderman

Sexy Mermaid

Halloween costumes for work can and should be fun. Just remember, people talk.

Add a comment to the blog about the most inappropriate costume you’ve seen at work, and we’ll enter you in a contest to win an item of your choosing from our shop ** Excludes training videos, kits and performance management tools.

 

 


Advance Your Career – It’s Your Job

Advance Your CareerIf you haven’t had a bad boss yet, just be more patient. He or she is coming. Why do I say that? Because not all managers are great bosses. Many managers don’t provide employees with challenging opportunities, regular feedback, and exposure to different areas of the business.

Too many professionals are waiting for their boss to make their career happen. You might be lucky enough to have a boss who cares about you and helps you advance your career, but you might not. Either way, you deserve to have the career you want and ultimately, it’s your job to advance your career.

Here are five steps you can take to advance your career:

How to Advance Your Career Step One: Learn about different areas of your organization and become clear on what you want to learn and to what areas of the business you want exposure.

You won’t know what to ask for from your manager if you don’t know what your organization does and the opportunities that are available. Get to know the leaders and employees in other departments. Find out what they do on a daily basis, the initiatives they’re working on, and their short and long term goals.

How to Advance Your Career Step Two: Ask your manager, your peers and other organizational leaders who you need a good working relationship with and who can influence your next career opportunity.

You never know who talks to whom and who can influence your future opportunities. Department heads you don’t know well talk to other department heads. Don’t assume that because you don’t know someone well that s/he can’t influence your next opportunity, or lack thereof.

How to Advance Your Career Step Three: Build and strengthen necessary working relationships and improve your reputation in areas it has been damaged.

You might need to tell a coworker (in person or over the phone, not via email!), “Our relationship is strained. I don’t think I’m saying anything we both don’t know. I would really like a good working relationship with you. If you’d be willing to have lunch or coffee with me and talk about what has gone on, and perhaps we can start anew, I’d really appreciate that.”

Ask for feedback and make necessary changes. Assume others are not aware of the changes you’ve made, so make those changes overt. Tell people who can impact your career, “I’ve received _________ feedback. As a result, I’ve made ___________ changes. I’d really appreciate your continued feedback on the changes I’ve made and other changes I need to make.”

How to Advance Your Career Step Four: Tell people who can influence your career what you want to do.

Don’t assume people know what you want to do in the future. In fact, assume others have no idea about the work you want to do and the things you want to learn. Tell people, “I’m really interested in learning more about ___________. I’d like exposure to __________ part of our organization.”

How to Advance Your Career Step Five: Make it clear that you’re capable of either doing or learning what you aspire to do.

I’ll never forget my first college internship. I was interning for a company that did ropes courses and backpacking trips with at-risk teenagers. During orientation, my boss pointed to a large storeroom and told me that interns were responsible for sweeping the floor and washing sleeping bags and cooking utensils after camping trips. I thought, “I did not take a semester off from school to sweep floors and wash sleeping bags.” I never said that out loud. I simply did other things (that I wanted to do) well, that offered great value to the organization. At the end of the internship my boss said, “You’re the only intern who has never cleaned the storeroom because you demonstrated you were capable of doing more.”

Your career is your responsibility. Don’t wait for the right boss to make your career happen. Take matters into your own hands. Follow the steps above and get more of what you want at work.

Advance Your Career


Examples of Positive Feedback – Be Specific

If you were on a diet and stepped on a scale that said, “Pretty good. Keep up the good work,” you’d return the scale, claiming it didn’t work. Likewise, if your GPS told you that it “seemed you were going the right way,” you’d probably use a different app, or heaven forbid, buy a map. Scales and GPS provide us with feedback, but vague feedback is unhelpful. It doesn’t tell us what to do more, better, or differently, which is the purpose of feedback.

Vague, positive feedback is also inauthentic, and inauthenticity smells. Hearing you did a great job is nice, but utterly unhelpful because the feedback recipient doesn’t know what he did well and what to replicate. If you want people to replicate a behavior, tell them precisely what they did well that you want them to do again.

Most feedback training focuses on giving negative feedback, because it’s so hard to do, but we’re not much better at giving positive feedback. Giving useful, positive feedback takes attention, observation, and timely communication. In short, it’s difficult.

examples of positive feedback

I too find myself telling my team members, “You did a great job on…” I know vague words like these serve as a short pick-me-up. My team probably smiles and appreciates the recognition, but I also know I haven’t given them substantive direction of what actions I want them to replicate. Those of you who have participated in feedback training with me know that I call vague input Cap’n Crunch – all of the sweetness, with none of the nutrients.

To give effective, positive feedback, simply state one or more specific actions you want the person to replicate.

Here are a few examples of positive feedback:

Cap’n Crunch: “You did a great job on……”

Example of positive feedback: “You did a great job onboarding our new analyst. You outlined what he needed to do during his first 90-days to be successful. He now knows precisely what he has to do and won’t have to guess.”

Cap’n Crunch: “Thanks for being so committed to our business.”

Example of positive feedback: “Thanks for calling in to today’s team meeting on a day you had off. Your participation helped us make a decision that would have taken much longer without your participation. I appreciate your commitment to our business.”

Cap’n Crunch: “Thanks for paying attention to the things that may impact us negatively in the marketplace.” This is not terrible, but not as effective as it could be.

Example of positive feedback: “Thanks for paying attention to the things that may impact us negatively in the marketplace. I appreciate you tracking the new products our competitors are launching. It helps me know where we are ahead and behind.”

Don’t assume people know what they did well and that they will replicate positive behavior without receiving positive feedback. Watch people’s actions and tell them, shortly after they do something, what they did well. And watch those positive behaviors be repeated.

 

examples of positive feedback


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