Tag Archives: Leadership

Management - Workplace

The Drama of Unintended Consequences

This is a story of killing with kindness. Well, there isn’t any actual murder involved, but you’ll see what I mean.

About 30 years ago, when I was the director of training for a large national bank, I had the privilege of working with a kind, conscientious, and hardworking teller trainer named Donna.

She ran a two week training course for 15-20 tellers at a time. At the end of each day, a quiz reinforced the day’s teachings. After the two weeks, there was a comprehensive test. If the trainees passed the quizzes and the test, they would go into the branches for a six-week probationary period. If all went well, they would then become full-fledged tellers.

It was the bank’s policy that if a probationary employee had a shortage or overage, they were immediately terminated. One of the branch managers called me and asked me, as director of training, why so many tellers were ill-equipped when they came to his branch. As we did an analysis, we started to notice that several would-be tellers had suffered this fate.

I discussed this quandary with Donna and asked her to pull the fired tellers’ tests and quizzes. I began to notice a common thread: lots of eraser marks and crossed-out answers on the ex-employees’ papers. It was then that I learned that kind-hearted Donna was helping the struggling students with their tests.

I explained to her that we had a system in place — the tests and quizzes — that worked. But because she was ‘helping’ the tellers, it wasn’t working. She had to stop. She agreed.

Fast-forward eight months: Tellers were still getting fired during the probationary period. One teller had just purchased a car that he now was going to have to return, and another failed teller was going to have to break a lease on her apartment. In both cases, the two would-be tellers simply didn’t have the needed math skills, a fact that should have been evident on the tests. It was clear that Donna had helped them, and I called her on it. “I just want everybody to succeed,” she lamented.

My response: “Wouldn’t it have been kinder to those people if they had known in the first week of training that it wasn’t going to work out?”

She burst into tears. “I blew it.” Donna resolved to stop changing test results for the tellers, and our probationary firings decreased dramatically.

No one can blame Donna for doing what she perceived to be kind and compassionate. But in reality, her actions were just the opposite. When we work with people, it’s important to ask ourselves: “What is my motivation? Am I really serving the best interests of the employee?”

What employer policies do you have in your workplace that help employees?

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Communication - Management

Good Cop, Bad Cop: A Lesson for Leaders

At the risk of giving the impression that I’m a terrible driver, I would like to tell you about two very different encounters I have had with traffic officers. One afternoon after flying back from a presentation, I found my car in the parking lot and then I hit the road, excited to be close to home. No sooner had I merged into traffic on the highway when I heard sirens behind me.

“Do you realize you went through a stop sign?” asked the officer. I did not. In fact, I had thought it was a yield sign, like most on-ramps. While I was contrite, I was also curious as to why this particular on-ramp was designed this way. The officer showed no interest in engaging in conversation and handed me a ticket for failure to stop.

Many months later, sirens blared after I turned into a neighborhood from a busy road. The officer approached my car, looked at my license, and peered into the backseat where my two young children looked wide-eyed back at him.

“Mrs. Snyder,” he said firmly but empathetically, “I am concerned. You pulled very quickly into this neighborhood. You were exceeding the speed limit. What if you hit a child? It would ruin your life and the family of that child.” That message hit home. Even though my kids are now adults, to this day, I always slow down when I enter a neighborhood. That officer’s words still have an impact on me, these many years later.

Both of the officers used their power to pull me over, but only one used his influence to effect a positive, lasting change.

My question to you, as a leader, is this: Do you use your power effectively? Do you use your influence to effect a positive and lasting change?

When we fear someone, we do what they want us to do, quickly and in the moment – and when they are watching. But when we work with leaders who are influential and take the time and effort to connect with us, we take their direction to heart – even when they aren’t watching.

In fact, being a leader is something like being a traffic officer. You keep a watchful eye and you pull people over when you are concerned about their behavior. It is what you do next that determines if your employee will incorporate your direction into their work habits, or simply comply in the moment because it’s the path of least resistance.

If you’re having difficulty achieving lasting compliance, maybe it’s time to revisit your strategy  – and we can help you do you that.

Give us a call to learn more about our consultations and workshops.

I hope that you are enjoying our blog. If you have a business topic that you would like me to write about, I’d love to hear from you.



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Appreciation - Workplace

Friday Night Football

Who do we appreciate?
Team name, Team name, Team name…

You remember the cheer. You remember the thunderous applause at high school games.

I’ve always known how important appreciation is. I often do appreciation exercises in my programs. Recently, I learned all over again how effective and meaningful appreciation can be. I asked the participants to bring a gift (of little or no monetary value) affirming that a colleague’s strengths.

A law enforcement officer received a toy gun with a heart inside. This man had clearly shown that underneath his uniform and toughness was a caring man.

A woman who never takes lunch was presented with a lunch box to keep on her desk. Inside was an alarm clock, set for lunchtime, with this message:
“Taking a break will increase your productivity. Enjoy!”

Another participant with a clear gift for mentoring employees was given a pretend tool box and Play Dough. The message said, “Thanks for helping to mold our future leaders.”

Genuine appreciation comes in all forms. A handshake. A hug. A thank you. A letter of praise. A symbolic gift. A chant at a ball game. The form doesn’t matter. Genuine appreciation changes lives.

If you appreciate someone, don’t wait for an excuse to show it. It may be a while before you can schedule that class with me.

2, 4, 6, 8…
Who do you appreciate?

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