Being a leader is getting other
people to do the things that maybe you did yourself before becoming the leader.
You used to do what you’re now asking them to do, no problem. So when they
don’t things or do them properly, you can easily start to label them as lazy,
awkward, stroppy etc.
I work with
the useful belief that most people come to work to do a good job. I’m sure
there are a very small percentage of people who unfortunately suffer from
mental issues, but I’m talking about relatively normal people here. If you
believe that statement too, then what is it the stops people performing to
their best or even at a minimum just doing what they are asked to do?
I believe it
is all about the three ‘C’s of Clarity,
Competence, and Commitment. Lets look at these in more detail
Maybe the
reason that someone isn’t doing something is that they are not clear on what
they are supposed to be doing and why. I remember the story of the girl at a
fast food restaurant who, as soon as someone left their table, she was there
clearing it up, wiping the table clean and rearranging the chairs. When asked
why she was so diligent, she replied that people buy more when they eat in, rather
than take away. She said they are more likely to eat in when tables are clean
and available. Her job was to make sure tables were clean and available within
10 seconds of someone leaving. This led to more sales and she shared in the
financial success of the restaurant. What could be clearer than that?
Remember it’s
your job to make sure they have clarity.
I have found that simply asking whether they are clear is not enough. People
assume they are clear and know what they are supposed to do, or on the other
hand are too embarrassed to say they don’t know. The only way to be certain is
to check with them their understanding.
Secondly are
they capable of doing what they asked them to do. Do they have the competence? In other word if I held a
gun at their head, they would still not be able to do what I had asked. How do
you find out? The simplest and easiest way is to ask them how they would go
about what you have asked them to do. If they can’t tell you they need
training, information or support. Now you might feel it seems a little
condescending to ask someone this. It’s better though to risk this, than
someone doing it wrongly or not at all, and then needing to have a more
difficult conversation. You can always dress it up by saying something like ‘I
just wanted to check how you might go about this’
Finally it
might be because they may not be motivated to do what you ask or they may not
feel confident enough to do it. The combination of confidence of motivation is
often called commitment. (It also
makes it another ‘C’ too!). Motivation is a complicated thing and it varies
significantly between different people. What motivates me might not motivate you.
One thing’s for certain money is rarely a motivator - just look at the research
if you don’t believe me
So how do
you find out what might motivate someone? Well the simple answer is to ask
them. Something like, ‘What would make this task motivating for you?’ It’s not
complicated but just don’t assume they are motivated because you are.
I find the
three ‘C’s a great way to remember what ensure someone can and will do what
they have been asked to do. Please feel free to share this with others and I
would be delighted to hear examples of excuses people give for not doing
something.
The best one
I have come across so far was ‘ I didn’t know hen you asked me to do that that
you were really serious’
Kevin Parker
