First-time Manager

Let’s Talk: Tips for New Managers

/ Ken Blanchard

A new manager faces important and sometimes jarring differences in their new role. They must focus on not only achieving their own work, but also managing the work of their team, managing the relationships of former colleagues who are now direct reports, and managing projects that have an impact on the organization. One of the keys to becoming an effective manager is the ability to conduct meaningful conversations. Our new First-time Manager program introduces the four most important conversations a new manager can master: goal setting, praising, redirecting, and wrapping up.

Put yourself in the place of a direct report who is beginning work on a new task or project. What questions do you think they would have? Here are four areas of concern that I believe drive people’s behavior at work:

“What are my goals on this task or project?”

“Am I doing the right things to help the team move forward?”

“How did I get off track—and how can I get back on?”

“Now that we’ve achieved the goal, what did we learn?”

The answers to these questions lie within the four types of conversations every manager needs to have with each team member at various stages of work on a task or goal.

For example, when a direct report needs to understand what they are supposed to be doing, they need to have a goal setting conversation with their manager. This dialogue focuses on exactly what the direct report needs to do and by when. It should take place at the beginning of a project or task and should include clear and compelling goals that are written down and reviewed frequently. This conversation sets the direct report up for success, growth, and development.

During the course of the task or project, the manager must give feedback to the direct report about their performance. When the individual is making good progress and doing things right, it’s time for a praising conversation. This conversation helps the person understand what specific behaviors are helping achieve the goal, why they matter, and that they were noticed and appreciated.

When things aren’t going as well in terms of a direct report’s behaviors or actions, the manager must initiate a redirecting conversation. This discussion will guide the direct report back on track toward the goal by helping them know what specific behaviors are out of alignment with the goal, why they matter, and that the manager wants the person to succeed.

Once a project or task is completed, it is important to have a wrapping up conversation. This is the manager’s chance to focus on the outcome, celebrate accomplishments, and acknowledge learnings. Managers see the wrapping up conversation as a great way to keep people energized and to inspire engagement by encouraging their progress and honoring the work they have done.

Have you started conducting these conversations with your team? How’s it going? If you find some of the conversations easier to have than others, that’s normal—but I hope you see the importance of continuing to have each of these important discussions with each of your people. You’ll build their trust and confidence while improving morale and performance—and getting excellent results—all for the greater good.

The Wrapping Up Conversation: A Great Idea for New Managers

/ Ken Blanchard

I’ve written many times about the importance of managers working with each direct report to set smart goals, to praise progress and goal achievement, and to redirect when performance is falling short. In our new First-time Manager program, we train managers how to have conversations around these three secrets—goal setting, praising, and redirecting—from my book with Spencer Johnson, The New One Minute Manager®. We also introduce the importance of a fourth conversation—the wrapping up conversation.

The wrapping up conversation happens at the completion of a task or project. It offers the opportunity for a manager to celebrate a direct report’s accomplishment as well as new knowledge or skills gained during the process. It is also a good time to discuss what could be improved in the future. This kind of conversation allows both manager and direct report to review and honor the work that has been accomplished before moving on to the next project or goal. When I have a wrapping-up conversation with members of my team, I see them become more energized and engaged.

The manager begins this conversation by endorsing the other person and celebrating their achievement. Then the two openly talk about anything that could have been handled differently, discussing how the direct report feels about the goal or project, results that were accomplished, and the impact of the project on the department or company. The manager documents any key learnings or areas for improvement, and always ends the conversation with another endorsement for a job well done.

At the quick pace of business today, when people are jumping from one project to another or juggling several at once, it’s easy for the wrapping up conversation to be put off—sometimes indefinitely. However, taking time to reflect on a project provides another occasion for a manager to improve their relationship with a team member. Every conversation is crucial when developing a nurturing, trusting work environment.

I’d like to know what kind of conversations you are having with your direct reports. Are you consistently having conversations to set goals? Do you praise people for a job well done and redirect them when necessary? Do you have a conversation at the end of a project to honor the work? Share your comments below to let me know what kind of conversations are the most useful to you and your staff.

Listening: An Essential Skill for New Managers

/ Ken Blanchard / 1 Comment

Looking over the comments from my last post, I am reminded that the key to being an effective manager is building good relationships. And the key to good relationships is communication. Management takes place mostly through conversations. Several of you mentioned the challenge of having conversations with direct reports who were once your peers.

In our new First-time Manager training program, we address many common challenges people face when they step into a leadership role. One of our main focus areas is basic communication skills that can help improve conversations and make managing people a little less daunting. When I think about something that gets in the way of effective conversations, I think about the importance of listening.

Listening? How hard can that be? Actually, listening can be difficult for new managers who feel as if they have something to prove or they are supposed to have all the answers. I encourage new managers to listen with the intent of understanding and being influenced by the other person.

A one-on-one conversation with a direct report is a great time to practice the skill of mindfulness. First, get rid of distractions—close the door and put away cell phones. Then, focus on understanding what the other person is saying. Ask questions to gain insight about the situation, and try to avoid judgment. Be present with them as they are speaking—and resist the urge to formulate your next comment before they finish. My son, Scott, says, “Listen more than you talk. Listen more than is comfortable. Listen more than you already do.”

It’s also important to listen for what is not being said. Ask open-ended questions to draw the person out and get them to clarify certain points. This is best handled by asking how and what questions instead of why questions. It is a natural tendency to ask why questions, but they can make a person feel criticized or challenged. Asking a how or what question helps build trust and improve the dialogue. For example, if you saw your direct report struggling with a project, instead of asking, “Why did you do it that way?” you might ask, “What would you do differently if you had that project to do again?” or, “How would you handle that project now with what you have learned?” Notice how one word can change the entire tone and intention of the conversation!

I saw a great quote the other day from author Sue Patton Thoele, “Deep listening is miraculous for both listener and speaker. When someone receives us with open-hearted, non-judging, intensely interested listening, our spirits expand.” I think this really captures how important listening can be both on a personal and professional level. Just imagine how rewarding it would be for a new manager and a direct report to feel like their spirits have expanded. I think it would go a long way toward developing trusting, authentic relationships that lead to highly engaged employees and stimulating work environments.

I’m interested to hear more about challenges you’ve seen new managers face. Please share them in the comments section below so I can address them in my next post. Together, we can help new managers get off to a great start in their new role!

First-Time Manager Challenge: Providing Feedback and Re-Direction

/ Ken Blanchard / 19 Comments

Today is a big day for our company—we are officially releasing our new First-time Manager program based on the essential secrets of The New One Minute Manager.

It’s a great one-day program designed to address some of the key challenges people face when they step into a leadership role for the first time—including how to set goals, praise progress, redirect behavior when necessary, and conduct effective performance review sessions.

One of the challenges we zero in on is providing day-to-day feedback and coaching—especially when it involves redirecting behavior that is off-track.  Typically, new managers receive very little training in this essential skill, and without training they often struggle—either coming on too strong and alienating people, or spending so much time beating around the bush that the team member doesn’t have a clear sense that a change is even necessary.

When someone makes a mistake, you need to tell the truth so the person changes the behavior—but make sure you speak in a caring way. Also assume the best intentions. The best way to do this is to talk to your direct report about what you observed and make sure their goals were clear to them at the time. Once you both determine that the goals were clear, check out the facts leading up to the re-direction, to make sure you both agree on what happened. Discuss the impact of the behavior, and then reaffirm the person in a way that is meaningful. Let the person know they are better than their mistake and you have confidence and trust in them.

Garry Ridge, CEO of WD-40 Company, states it this way: “It’s important to maintain the balance between being tenderhearted and task oriented.” As a leader you must be able to re-direct behavior to keep people on the right track while also respecting their dignity. Remember—when you share feedback it is never about you or the other person; it is about the behavior. A leader’s job is to constantly help people be the best they can be.

What are some of the other challenges you’ve seen new managers struggle with?  Share them in the comments section below.  I’d love to tap into our collective wisdom and begin to identify more of the challenges new managers face and some ways to effectively address them.  With approximately two million people stepping into new management roles each year, it’s important we help them—and the people they serve—get off to a great start!  Share your thoughts below and I’ll use them as jumping off points for upcoming posts, tweets, and comments.