The Buck Stops Where?

by Ellen Warden

Recently, the focus of many managers' jobs has changed from command and control to one of lead and let go. With information and technology changing at a whirlwind pace, we hire knowledgeable people and train them to reach a level of expertise, and expect them to keep their skills up to date. Even the most talented and dedicated manager is not able to know everything and have all the skills of those who report to him or her. Therefore, instead of being employee dictators, managers today are most effective as employee developers. Results improve when managers act as coaches and motivators to their employees. Rather than holding on to the power themselves, managers are more successful if they empower their employees and allow them to accept responsibilities for their actions. Here are some suggestions to help make this management style work for you.

Provide a common vision. Let your employees know what the larger goal is and how they and their assignments fit into the larger picture. Employees can add value only when their goals are aligned with the direction and needs of the organization. To enable this, you must provide current information on organizational issues and strategy so that your employees will know what their focus should be.

Treat people honestly and with respect. Explain the reasons for decisions. Keep your employees in the loop. Don't make them guess what you're thinking.

Empower employees to make decisions appropriate to their jobs. Spread authority around. If the receptionist is the best one to make a given decision, the receptionist should make it. Let your employees be in charge of the resources that they need to meet their goals.

Set expectations, not rules. Be clear about high standards, and then give people the freedom to do their best. Provide an end objective for a task or project, but don't specify the exact steps that are necessary to meet the end. Challenge employees to come up with better ways to do their jobs.

Practice active listening. Coaching requires more listening than telling. In the past, traditional managers expected employees to comply with their directives and way of doing things. Effective managers today recognize the need to be flexible and open to new ideas. Take advantage of individual talents, strengths, and expertise your employees bring to the organization. Help employees clarify their own goals. Be a sounding board while you provide reality testing on the viability of your employees' planned actions.

Minimize obstacles. Respond promptly to requests for support so your employees can get their jobs done as efficiently and effectively as they can. Help employees overcome barriers to their success.

Provide necessary training. Provide the tools your employees need to get their jobs done. Offer training in what they need to achieve their goals, whether it is specific work skills, or education on bigger picture issues such as time management or leadership.

Give regular feedback. When employees are working independently, managers are less involved on a day-to-day basis. That means you need to make time to give feedback, both positive and corrective. Set up checkpoints for feedback on projects. Provide measurements so your employees can see whether or not their ideas are effective. There should be no surprises!

Hold employees accountable for their actions. Allow employees to accept responsibility for their jobs and hold them accountable for the results of their actions. Create an environment where employees are not afraid to experiment with new methods or reluctant to take appropriate risks. If we fail, we learn and grow; we don't repeat these mistakes and we move on. By the same token, don't be afraid to deal with those who are not contributing to the organization's success. Counsel; don't coddle. Deal honestly and fairly with employees who don't meet their goals.

Reward employees for their accomplishments. Be sure to recognize employees' achievements with continual positive reinforcement. Don't assume they know that you think they are doing a good job just because you haven't said anything negative. Give plenty of public praise and reward employees for their accomplishments.

Be a good role model. As a leader you are an outstanding resource for your employees. Since you communicate to all levels of the organization, you can help your employees find solutions to their problems and create an atmosphere where everyone can succeed in their work. Ultimately, the buck stops with you. But all great things happen through others. As you coach employees to step up to the responsibility plate, you will help strengthen and maximize each individual's potential. That will lead to the increased success of the entire organization.

Ellen Warden is human resources manager for MA&A Group, Inc., a project management and information technology (IT) consulting firm, specializing in Financial Services and Telecommunications. For more information, please visit the website at MA&A Group, Inc.