Managers are powerful drivers of business success. When yours are good at what they do, your workforce is engaged, inspired, creative and hardworking. This is true even if your company is struggling and pay is average (great managers make up for a multitude of sins). When managers are not so great, well, the opposite is true. Worse, in the absence of great managers, top performers are likely to get restless or frustrated and exit stage left.
It’s well known that the main reason people quit a job is dissatisfaction with their immediate boss. In times like these, when the economy is humming along, unemployment rates are low and companies struggle to find qualified workers, it’s a worrisome thought.
Here’s the thing: Being a great manager is really tough. Not only must managers behave in unnatural ways – for example, constantly squelching a desire to be the center of attention – they must be proficient in many skills. In fact, our research suggests that managers must know between 90 and 120 individual skills in order to do their job well.
Mastering all these skills requires a lot of training, not to mention the right kind of training. Unfortunately, for many reasons – budget constraints, the fact that the hands-on nature of their job makes it hard to take time off and the inherent flaws of the one-size-fits-all approach to training – most companies fall short in providing it.
If you want to attract the best and brightest, keep top performers from leaving, and consistently get the best work from your team, make sure your managers are able to…
1. Listen Carefully and Intensely.
In our survey, 66 percent of managers thought careful listening was key to understanding and motivating people. What this really means is mindful listening, where you make a conscious effort to hear not just a person’s words but the complete message he or she is conveying. But managers shouldn’t wait for employees to come to them with “careful listening” opportunities. They should try to create them.
2. Deal Urgently With Poor Performance.
One weak team member puts a lot of pressure on others, which can cause high performers to leave. Don’t let problems in this area fester, and be sure to tackle the right facet of the problem. For example, does poor performance stem from a lack of motivation or a lack of capability? When managers have empathy and a proper understanding of what makes their people tick, they can ascertain the difference.
3. Give Praise and Recognition the Right Way.
Giving praise is one of the most important attributes of a boss. This sounds easy, but if managers don’t deliberately make time for praise, it will fall by the wayside. Managers should be specific about what they’re praising and do it in a way employees will appreciate. For example, some people love public praise, while others don’t.
4. Cultivate Self-Confidence in Others.
People want to feel good about their abilities, and they want to succeed in their job. That’s why it’s a good idea for managers to create “mastery experiences” for employees. This means setting small goals so they can demonstrate they have mastered a skill. Then, they can move on to more challenging goals.
5. Give Good Feedback (and Do It Often).
Giving high-quality feedback should be a priority, but it’s all too easy to give feedback in a way that does more harm than good. Managers should give more positive feedback than negative. When they have to deliver bad news, they should stick to the facts and not generalize. They should also give feedback frequently – perhaps once a week for direct reports – rather than saving it all for the dreaded annual review meeting.
It’s easy for managers to be seduced by the leadership mystique – the notion that people are inspired by Churchillian rhetoric and personal charisma. Being a great manager – the kind who helps create a culture people want to be a part of – is far more prosaic. These are simple, granular skills, but they are not necessarily intuitive. Make sure your managers are well trained in them, and everyone, including top performers, will stay and thrive.
