In my business I often come across managers with one thing in common; they are flying by the seat of their pants! People who are ‘accidental managers’. You know, the great team member who is plucked from their team and given a management role or the talented business owner who finds themselves managing people as their business grows. They have little or no training or development and rely on what they’ve learned along the way from managers around them, good or bad. And if you need a great management role model, we can learn some really crucial lessons from Gareth, and his signature waistcoat.*
Lesson 1 - Nurture your Culture
Many clients say to me, ‘I really want to improve the culture of my business. I want to get it right.’ So what can we learn from Gareth? First of all, he had a really clear idea of what he wanted the culture of Team England to be. The thing with culture is that it starts with values; it starts with the values of the person at the top. Gareth clearly is a man who has strong opinions, strong values, a really clear idea of how he wants to operate. What I think he did brilliantly was choose people for his team who shared those values. I don't think it's any mistake that certain people were not brought into the England setup, people who maybe had massive egos, big superstar baggage or people for whom it was ‘all about them.’
Just look at the individuals within that team and how well he brought them together. Regardless of what team they came from, he managed to bring in those people who shared his values, who bought into the idea that ‘we are one team,' and he did a fantastic job of building that culture.
He talks about the England DNA. If you think about the last 20 plus years, the England DNA has been big egos; it's been superstars; its been cliques, it’s not been about pride in wearing the England shirt. Look how many people have pulled out of playing for England, have not seen it as a real privilege. They've seen it as a chore, and he, in a very short space of time, has been able to turn that around.
The fact that he'd raised a few of these guys from a very young age as manager of the England under-21s, proves there’s an awful lot to be said for growing your own talent - bring in the attitude and then develop the skill.
Obviously, with football you have to have natural talent, but attitude is so, so important. In a lot of situations it's not the superstars who win, it's the collective, it's the team. Look at Croatia - great example. Look at England - great example. We got all the way to the semi-finals, and Argentina with Lionel Messi went out. Portugal with Ronaldo went out. The collective, bringing together a great team, will always win, and Gareth Southgate as the manager was responsible for that.
So great first lesson, nurture the culture you want to build. Think about your values; it starts with values, then bringing in people who share those values.
Lesson 2 - Build Unity
Within the England setup, there was no us and them. There was no ‘the staff and the players’. That was really clear from what you saw on TV, how they were with the physios and the psychologist and with Gareth himself. Although a few of them did slip into calling him ‘Gaffer’ they mostly called him Gareth, which was just unheard of in the past. There was no us and them. Absolutely, they were one.
Gareth Southgate was great as a manager in sharing any praise. It was always, ‘We, the team,’ ‘We, the squad,’ ‘We, the entire group of staff and players.’ And taking responsibility for any blame, ‘Yeah, I'm responsible. I'm the manager.’ I absolutely loved that he was brilliant at sharing praise and shouldering blame.
He was also very good at supporting those who were having a hard time. Take Raheem Sterling, the England scapegoat; Gareth was great at protecting him and keeping his confidence high. Not just because he recognised that Raheem was so crucial to the team effort, but also just because this was in line with his values, that he would look after the team. He would keep that person feeling confident and part of the team.
So the second lesson is unity. Make your business one team.
Lesson three - Develop Relationships
As a manager, you need to build great relationships, and Gareth did just that with his competitors.
When you saw him going around at the end of each match they played, he seemed genuine in his congratulations to the other players, to the other staff, made a really big point of shaking hands with everybody. Perhaps that’s easy when you’ve won, but even in defeat, when it must have been absolutely killing him when they lost to Croatia, you saw him going around to every single member of their team and to the staff, hugging them, congratulating them.
Then going to his own team to just remind them how far they'd come and how well they’d done. Building relationships was really important, just as he did with the managers of the players he brought into the England squad. He didn't antagonise them in the old ‘club versus country’ way, but was just very firm, fair, and friendly with everybody that he had dealings with.
So the third lesson is about building relationships.
Lesson 4 - Inspire and Motivate
One of the common questions I get asked by people on our Management Development Programme is, ’What's the difference between a manager and leader?’
There'll be books written on how managers are the logistic experts, they just keep things ticking along. A big part of a management role is making sure that the attention to detail is there, that mistakes aren’t made and if they are, that they're learned from and so on.
But these days in any business, you have to be a leader as well. You have to inspire and motivate the team, and quiet as his media persona was, our Gareth was clearly a very inspiring and motivating guy. He didn't immediately crack the whip. When he first met with the squad, he took them into a room and shared his vision of what it was like to be an England player and how privileged they were to wear the three lions shirt.
That is something I find that a lot of managers and business owners miss. They miss sharing their vision. ‘Where is this all headed? Where are we all going together as a team and why?’ He inspired and motivated them so well.
He clearly showed them how much he believed in them, and as a result, they believed in themselves. Every interview there was no talk of, ‘Oh, well, crikey. If we get to the quarterfinals, we'll be lucky. We'll have overachieved.’ No. ‘We're going to win this. We're going to win this.’ That's what inspired the country. It's coming home. He got those players to believe that they could win it, that they really could win it.
He also treated them like adults. Sometimes, particularly new/young managers feel their role is to be the boss, to talk at people, to tell them what to do. When you have adults or adult conversations with people in your team, when you give them the training and development and support that they need, when you really believe in them and remember that you have a responsibility to help them to fulfil their potential, that's when you get your team to take ownership. That's when people start to step up and go, ‘All right. I'm responsible for this. This is my job.’ And you saw that right through the tournament with England. The team were taking ownership. The team were taking responsibility, and they were acting like adults.
Fourth lesson - look to inspire and motivate your team to build ownership and belief.
Lesson Five - Have fun!
It became obvious as the tournament progressed that the team were enjoying themselves. They had an enormous amount of fun, which was something, again, that Gareth Southgate encouraged. He wanted them to enjoy themselves.
We are lucky with what we do, a lot of us, and why not have fun doing it? Why not encourage our teams to have fun? People are at work for so many hours of the day, it's part of our responsibility as managers to help people enjoy it, not to dread coming into work and be managed by us.
Fifth lesson- create an enjoyable workplace. This goes back to culture and values as well.
Lesson 6 - Learn, learn, and then learn some more!
The final thing that I really wanted to bring up as a lesson from Gareth was his desire to learn, his desire to be the best possible manager he could be. Look how he went and studied other really successful people, both in sport and in industry. He really wanted to learn how the most successful teams operate, and he left no stone unturned. He will continue to learn. He'll have already learned lessons from this tournament. He'll already be preparing for the next because he wants to be the best he can be.
That's really what I want for each of you. I want you to be the best possible people managers that you can be. So think about the lessons from Gareth. Think about your values and your culture. Think about how you can create unity in your team. Think about the development and support that you're giving not to the team as a whole, not just to the stars, but to every single individual, however minor their role is in the team.
Think about the relationships you're building and how they will help you to be a better manager. Think about how much you're inspiring and motivating the team who work with you, and then think about how you're going to become a better manager, what you need to do, the skills you need to develop, where you can learn those lessons that you need to learn to keep improving, keep developing, and be the best manager that you can be.
*waistcoat optional ;)
Do two things: think about how you need to develop as a manager then think about the areas you need help.
We run a highly successful online Managers' Development Programme; the next is starting in August. To find out more, click here
‘I'm only two modules in, but I've already grown in confidence in leading my team and I'm no longer nervous around giving them constructive feedback. Thank you to Marianne for her wisdom and expertise!’ - Maddy Kelly, Boda Skins
‘Since starting this programme, my team’s productivity and progress is going up, consistently, month on month. And not just by a few percent! It’s significant. I’ve got my team into a really good position. Everybody knows what’s expected of them. Everyone is looking at their performance, and looking at their goals. I’ve shared my knowledge with other team leaders in the business, and they are starting to implement change in such a positive way throughout the whole company.
On a personal level, I’ve gained confidence, I’ve become more direct and clear with my expectations. I feel like a manager now, and I can also manage upwards to my boss effectively.’ - Ryn Moser - Chief Language Officer, Supertext
I saw a tweet the other day by a business owner saying that we should all be teachers - his mate was off for his third trip to the Northern hemisphere this year!
Just imagine those six weeks+, how switched off, how re-energised you could be…? I’m not saying that teachers don’t have a shed-load of work to catch up on and prepare for the next year, but to have that space away from work, and to be able to travel…
It’s a sad stat that 52% of all small business owners in the UK say they only took five days holiday or less last year, with 21% per cent not taking any days off at all!
I hear business owners all the time, saying that they’re working hard for their children, to give them a better life, a better future. But if they asked their kids which they’d prefer, you can bet they’d rather spend time, having their fun with mum and dad right now…not at some distant point in the future.
When I ask clients what their ideal future looks like, one of the first things they say is they want ‘a great relationship with my kids’. What many don’t get is that it’s hard to pick things up when you’ve made your millions and your kids are turning eighteen. You need to build those blocks from a young age, by being there for school sports days, reading stories, teaching them stuff.
Of course it’s not just relationships that suffer; working without breaks can break you. Your health can suffer both physically and mentally. And how can you do your best work if you’re constantly tired? Holidays re-energise you, re-invigorate you, and re-focus you, and if you’re anything like me, you always come back refreshed and bursting with ideas and inspiration for the business.
The more holiday the better - for you and your business.
So how can you holiday like a teacher?
How can you go away for weeks at a time, and completely switch off, no phone calls, no e-mails, no stress?
Well, you need systems in your business…of course; that ‘one, right way’ to do everything.
And then you need someone to be you when you’re away. Someone who is your voice with the team, who shares your vision and values.
Someone you know will use their initiative if things don’t go to plan.
Someone who takes the day to day in their stride, and has the respect of the team. Someone who you trust.
When business owners realise that they need this person in their business, they often throw money at the problem - offering a big salary, thinking that money, and a great CV will guarantee them a great manager.
They throw out everything they’ve learned about hiring to your values, and go for the best CV, which as you know, doesn’t always work out. Sometimes they get lucky, and their new (very expensive) manager works out well. But sometimes it doesn’t, and they’ve not only wasted time and money, but also often upset and unsettled their team.
The other route that many business owners take is to promote someone from their team - very often the person who is the best performer, great at what they do. But of course, the best workers don’t always make the best managers. Not everyone wants to be yanked away from a job that they are really good at, and that they love, to manage a team.
The person you’re looking for is already respected by the rest of the team - they listen to him or her. The person is solid and dependable, but also motivates the rest of the team when the pressure is on. They have high standards, and they love training new people, and picking up on any sloppiness with the old hands. They’re not necessarily the most technically gifted, but you love working with them
Identify that person in your team, and then develop them as a manager. Skills can be learned if there’s a sound base, so invest in their development - either teach them yourself if you have the skills and the time, and if not, get someone like me to do it for you.
The investment you make will pay dividends in a happy and engaged team, and not just great for your business but for your life.
You want to holiday like a teacher?
Build your systems | Develop your managers | Free yourself
Do one thing: Send an email requesting to join our mailing list at: firstname.lastname@example.org for free tips, advice and information about how we can help you to holiday like a teacher.
How to Foster a Culture of Improvement
‘Do this and your business will fly!’
Feedback! The key to improving performance. And yet so many people feel awkward about giving it or shy away from it altogether. So why do people find it so difficult? Perhaps you’re one of them. You may be the person who makes a joke of everything or someone who says, ‘Well, they know what I think from my body language.’
We all approach feedback differently. To those of us who have a British upbringing, feedback can often be seen as awkward, negative & confrontational. We see giving feedback as daunting. For me, the only reason to give feedback is to inspire improved performance. ‘Inspire’ is the key word. You want people to be walking away thinking, ‘I know how I’m going to do it better next time now,’ and wanting do just that.
So how do we deliver that? Let’s take a look at ways of giving feedback which will remove the angst. There are two methods. There’s informal feedback – the ongoing, day to day feedback, and then there is the formal performance management to back that up.
Find someone doing something good everyday!
Ongoing, day to day, when someone in your team is doing really well, you want to showcase and highlight that to the rest of the team. Have a philosophy of ‘trying to acknowledge someone doing something good, each day.’ Publicly acknowledge the event and explain why you’re pleased – perhaps it positively impacts a customer or the rest of the team and so forth. It’s all about positive reinforcement – you want more of this.
Spot learning opportunities everyday!
Don’t just walk past the bad stuff. Don’t allow it to happen without addressing it – nip it in the bud. Inaction does nothing to sort the problem and worse still, erodes the trust and respect of the other team members if they think you’ve let it slide. This, if you like, is ‘just in time’ coaching where you again, on a daily basis, seek out learning opportunities. In these circumstances just have a quiet word, there is no need for public humiliation. This time ask the person ‘why’ – ‘Why is this not acceptable?’ Give them the opportunity to work it out for themselves and see the effects of their behaviour. ‘When you said that to John, how do you think it made him feel?’ If they can work it out for themselves they will take it onboard more than if you simply lecture them. Make it a genuine learning experience.
The EEC Model
Within the McFreedom System we talk about the EEC model.
Continue or Change – ‘Continue’ if it’s something really good or ‘Change’ if it’s something not so good.
What’s caused me to comment on the way you’re working? Maybe the way you answer the phone, maybe the way you spoke to a client, maybe the way you completed a piece of work. What is the reason I’m talking to you?
What effect has it had on me, on the client, on the business, the team? Is it a good effect or not so good? Did you forget to smile when you answered the phone, making your voice sound sombre and moody? Did you complete this piece of work, but it wasn’t absolutely spot on in terms of accuracy? Did you get a great customer review?
and then either Continue
‘Thanks so much. You did a great job. Loved the way you’ve got absolutely every detail correct, keep going with that. Customer x was thrilled with that. Do more; continue.’
When it’s something that you want to correct, then you’re talking about how you want somebody to change their performance. What can they do differently? What do they need to do to be up to standard? Give people the chance to get things right next time.
When it comes to formal feedback, remember that nothing should ever be a surprise. All of the informal feedback that you’ve given feeds into your formal, sit down performance review. We recommend that you do formal performance reviews at the end of each quarter. That you make it routine. It’s a chance to sit down with your team member to talk to them about the great things they’re doing, and to inspire them to do even better.
Many people shy away from that whole idea of sitting down with each team member. Either that, or they only sit down with them when something bad has happened and they want to tell them off. No wonder their team members dread the call, it’s like when I was little, our dogs hated the car because the only time they got in it was to go to the vets! When you make delivering feedback routine, it becomes a more positive interaction between you and your team. It becomes a conversation, a discussion. ‘How can I do this better? How can I improve? I really want to improve, how can I do it?’
Encourage your people to keep their own development journals
This will become a useful tool for development because it will help to highlight where your team would like to go, how they want to improve, and what they need from you in order to achieve this.
Encourage them to jot down the things they did really well, their ‘Proud Page’.
To note when things didn’t go to plan – what were their learning points; if they had some training or coaching – what three things would they do differently next time as a result, their ‘Learning Page’.
Their ‘Aspirations Page’ – what challenges would they like, what training/development would help them get there.
The formal appraisal should be their story – you just need to listen. Then ask these question, ‘What do you need from me? What can I do differently that would help you?’ That is how to build trust.
People are more likely to ask for support if you’ve made this whole performance management system part of ‘the way we do things around here’. The way we do things round here is we give honest and open feedback, whether something is good, or needs to be improved. We are always honest and open; though honest doesn’t mean brutal! Make that part of your culture, and you have a real picture of continuous improvement. Everybody always looking to do that little bit better to make that marginal gain.
Do this and your business will fly.
Do two things:
1. Diarise those 90 day formal review slots now and make it routine.
2. Hand out development journals with a ‘How to’ for their use.
Thanks for reading 🙂
Britain is 3rd in the world for start-ups but only 13th for scale-ups!
It’s hard to escape the news at the moment about the lack of productivity in Britain and what that means for the economy going forward. I don’t know about you but when I start thinking on that sort of scale I get incredibly overwhelmed!
But what if we break it down; just imagine if each business in the UK, however small, did their bit. Imagine what that would look like. That’s what the challenge is. It’s not for ‘the country’ to do, it’s for each one of us in business to drive the improvement in productivity and growth, that collectively will make such a difference.
I was really fired up at the Great British Scale-up Conference in London this week. Can you believe that Britain is 3rd in the world for start-ups – there’s 600 million of them. But when it comes to scale-ups, we’re only 13th. What is it we’re doing wrong? Why are so many businesses staying in start-up mode?
Is it because they don’t have the people?
Is it because they don’t have the systems?
After all, scaling is all about these two things.
In last week’s blog I wrote about the importance of finding the right people, and not ‘settling’ for anyone who isn’t absolutely right for you. Once you have the right people, it’s all about keeping them.
How do you do that?
By inspiring them. That’s got to be the goal; don’t just engage them; inspire the life out of them.
Inspired people will stay with you, they’ll grow with your business. So involve them every day, be upfront about the challenges ahead and seek their opinion. If you want to improve the way you do things, ask the people doing them how, don’t always think you know best as the boss.
Communicate, communicate, communicate and then communicate some more. Make yours a business where people are falling over themselves to be a part of what you’ve got going. Give them a sense of emotional ownership so they want to stay. Give them the training and development they need, and then trust them to get on and do their job, take pride in how they do it, and feel that responsibility and ownership for their part in your business success.
Are you ready to do this?
I read an article recently that said two out of three people feel that they work for a ‘bad boss’. A bad boss doesn’t necessarily mean a bully or a lazybones. A bad boss can be lovely, but just not good at the job.
How many times have you come across people promoted to ‘manager’ because they were good at what they do? How many business owners, find themselves managing people as their business takes off? Of course some people are naturally gifted, and some may get training & support, but how many don’t?
Someone once coined the phrase ‘Accidental Manager’, and that’s exactly what these people are – flying by the seat of their pants, fire-fighting, feeling under-pressure, losing sleep over their daily people problems. The joy has gone. They’re now bogged down with people issues instead of doing what they love.
And what does that mean for the team? What does that mean for the business?
Chaos, inefficiency, confusion, and a group of people who would rather be anywhere but working in your business.
So what can you do?
Well, I know what I’m going to do… I’m going to run an online training session, aimed at giving these talented, but struggling managers, tools and strategies for overcoming their people problems, and moving their team from chaos to consistency. In fact that’s what I’ve called it!
If you are one of these accidental managers; if good people keep leaving your business, and you don’t know why; if your team don’t do what you say, or work to the standard you expect; if you’re drowning on your own, but the thought of employing people brings you out in a rash… then you’ll want to be there, to learn:
How to change your mindset around people management
The 3 things all employees want from their managers
The strategies McDonald’s use to get every task done ‘the right way’ every time
How to give feedback & why it’s important
The 3 essentials for building a high performing team
Don’t let the people management in your business chain you to start-up status forever. Break free and reap the rewards of building your very own high performing team.
Do one thing: Put 28th November at 12.30pm in your calendar now, and join me for this free training. It might just change your life. Follow this link to register…do it today…do it now.
Marianne is the author of three books, and is currently working on her fourth, whilst regularly writing her blog, we hope you enjoy it :-)