The Big Picture of Business – Each Role Matters. The Value of Support Staff

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StrategyDriven Big Picture of Business ArticleEvery person in the company matters to its success. Every job is important, as is filling them with the best people for each job. The art and skill of being great support staff is a cornerstone of business success.

From pop culture, think of the great role models that we grew up watching:

Della Street was the loyal secretary to Perry Mason. She knew what everyone was thinking and was the glue to the cases. She was the model for executive assistants and office managers everywhere.

The CEO is made stronger with a good C-suite team. Ed McMahon was TV’s premier second banana. He worked as assistant, announcer, commercial pitchman and sketch narrator to Johnny Carson throughout their 29-year run on NBC-TV’s “Tonight Show.” They had previously worked together on a game show, “Who Do You Trust” on ABC-TV. Bandleaders on the late-night are vital #3 characters on the show, including Doc Severinsen, Skitch Henderson, Paul Shaffer and The Roots band.

The movie star heroes had buddies to help them navigate the adventures. John Wayne and Roy Rogers had Gabby Hayes. Gene Autry had Pat Buttram.

TV show stars had great support casts. Lucille Ball and Desi Arnaz had Vivian Vance and William Frawley as Ethel & Fred Mertz. This historic teaming became the formula for most other TV sitcoms. Shows like “The Mary Tyler Moore Show,” “30 Rock,” “The Office” and others had expanded ensemble casts.

Some performers made careers as supporting players. Ann B. Davis was Schultzy on “The Bob Cummings Show” and Alice on “The Brady Bunch.”

Back characters on TV shows included restaurant and bar operators, where the stars went top relax. There were friendly, familiar places such as Cheers bar, Arnold’s Drive-In on “Happy Days,” the Krusty Krab on “SpongeBob Square Pants,” Dale’s Diner on “The Roy Rogers Show” and other homey places. In the business world are those staff people who make us feel more like family. Therefore, our loyalty to the company rises, and we are more productive.

Still other back characters bring cohesion to the enterprise. On “Gilligan’s Island,” those glue-adhesive characters were the Professor Roy Hinkley and Mary Ann Summers. Those vital employees in the business world might include the IT guy, the receptionist, the mailroom manager, the ethics adviser and the secretary to the Board of Directors.

Great executives know the value of crediting support figures for the business success. Lt. Columbo was always quoting his wife as basis for testing hypotheses, though the character was never shown. Newspaper publisher Perry White was always upstaged by his employees, notably Clark Kent/Superman. Al Roker does the weather on “The Today Show,” and he is also the motivating segment host as well. Nobody turns letters like Vanna White, making her essential to the legacy of “Wheel of Fortune.”

And then there were those mentors behind the scene who were responsible for lots of creativity. The Beatles had George Martin as their producer. Steven Spielberg had John Williams as music composer for his films.

A host of people make the CEO look good. Further, they transform the company to greater plateaus. Warmly recognize the contributions of executive assistants, trusted advisers, mentors, support staff, hier apparents, adjuncts, vendors and outside stakeholders.

Here are some characteristics of support personnel and rising stars who will make it as professionals and business leaders:

  • Act as though they will one day be management.
  • Think as a manager, not as a worker.
  • Learn and do the things it will take to assume management responsibility.
  • Be mentored by others.
  • Act as a mentor to still others.
  • Don’t expect status overnight.
  • Measure their output and expect to be measured as a profit center to the company.
  • Learn to pace and be in the chosen career for the long-run.
  • Don’t expect that someone else will be the rescuer or enable you to cut corners in the path toward artificial success.
  • Learn from failures, reframing them as opportunities.
  • Learn to expect, predict, understand and relish success.
  • Behave as a gracious winner.
  • Acquire visionary perception.
  • Study and utilize marketing and business development techniques.
  • Contribute to the bottom line, directly and indirectly.
  • Offer value-added service.
  • Never stop paying dues and see this continuum as “continuous quality improvement.”
  • Study and comprehend the subtleties of life.
  • Never stop learning, growing and doing. In short, never stop!

About the Author

Hank MoorePower Stars to Light the Business Flame, by Hank Moore, encompasses a full-scope business perspective, invaluable for the corporate and small business markets. It is a compendium book, containing quotes and extrapolations into business culture, arranged in 76 business categories.

Hank’s latest book functions as a ‘PDR of business,’ a view of Big Picture strategies, methodologies and recommendations. This is a creative way of re-treading old knowledge to enable executives to master change rather than feel as they’re victims of it.

Power Stars to Light the Business Flame is now out in all three e-book formats: iTunes, Kindle, and Nook.

How to Hire the Best Employees for Your Company

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StrategyDriven Talent Management ArticleEmployees are the heart and soul of the company. It is due to these workers that success can be achieved, and that the day-to-day operations run smoothly. However, how do you find these types of employees? Not every single person will be a good fit for your company, and you need to find someone who is not only a fit for your sake, but for theirs as well. What’s the point of having employees that don’t perform their work? This doesn’t benefit the business in any way. On the other hand, there is no sense in working there for the individual either, if they aren’t happy with what they are doing, as they will not put in any effort if this is the case. There is a way to find and hire the best individuals for the job, and there are a few steps that must be taken in order to do this.

Think about who you need

Every single person has a certain role to play within the business operations. When it is time to hire someone new, you should already have a clear image in your mind about what role you need to fill. It could happen that someone unexpected comes along and talks about how much they want the job at hand, but when you put up a job posting online, the description needs to be detailed about the type of person you require. That being said, it could be that someone who doesn’t fit the exact criteria will be the best fit, so you shouldn’t close your mind off to the idea, either.

Reviewing applications

Reviewing applications is something that will take a while, and it’s the first course of action before you start calling people into interviews. Not everyone will be called, although it is also hard to judge someone based on simply a piece of paper. You can take a look at what they have worked in the past if they jotted down any extracurricular activities and so on. Some may even opt to do a quick search of the individual across social media platforms, to get a better feel for them before calling them into an interview.

Experience and credentials

If you are looking to hire someone that can fill up a graphic designer role, an electrical engineer, an architect or anything else it might be, you want to make sure the person has the experience or background in that field. You want them to be able to perform at work, and there is no sense in hiring an electrical engineer whose school and work experience lies in a marketing field. Thus, one of the first steps when reviewing applications more thoroughly is to take a look at what their past background is.

Holding several interviews

The interview process is often lengthy, and it would also be worth your while, as a company, to hold several interviews with an individual, as opposed to just one. Having different workers from the business involved would be a good idea as well in order to get a true feel for that prospective employee. Both parties should ask plenty of questions, but you should also keep an open mind during the process.

Aligned with company culture and values

It’s more than experience that is necessary for an employee to work effectively within a certain company setting. A big part of it is also fitting in with the company culture, but even more so, about aligning with the values of the work. Does the prospective employee believe in what the business is doing? If they do, the work they produce will also showcase that fact.

Offering a different perspective

You want people to bring a different perspective and approach to the table. This is often how the best ideas end up forming together, and it is something that should be encouraged. However, more than just this, you should consider hiring different types of employees. While having individuals that are employed full-time is important, you should also consider what options there are for outsourcing some people for certain projects. When someone is not accustomed and integrated into the company and the way it thinks, they will bring something completely new to the table. For instance, you can outsource a chief financial officer that can offer advice to the company on how to best improve their profitability. Having these type of employees around is like having a secret weapon at your disposal, and you can discover more about the benefits of doing this.

Set expectations

Leaders need to set expectations and guidelines for what is expected of the employees. While it is important to take into consideration everyone’s advice, there also needs to be a type of structure set in place that helps move things along. There shouldn’t be a finger of blame pointed at an employee that didn’t accomplish something that was assumedly expected. First, the manager should consider whether or not they were clear about their expectations.

Treat them well

When a company treats employees well, they will also work better and more efficiently. This isn’t something that your organization should do for the purpose of productivity, but because it’s important and the best course of action in this aspect. A successful business is built on hard-working people who believe in the company, and vice versa, as they work together in order to achieve the various goals and tasks in question. At the end of the day, treat people with respect, and demonstrate through action, not merely words, that they are a valuable asset to the day-to-day work.

A company should never under-estimate the importance of its people. If the people working for you aren’t happy, you will not succeed. It’s not only up to the workers to be experts in what they do, but the as an organization, you need to show that you value what they are doing. Give them positive feedback, and most importantly, listen to what they have to say. The decisions that make up the company is something that should involve everyone, as it also affects everyone.

Effective Ways to Get the Best from Your Employees

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StrategyDriven Talent Management ArticleIn the world of modern business, any way that you can get ahead of your competition and make your business more efficient is worth it. In order to make these gains there are several things you need to do. However, the main one is ensuring that your employees are on board and working together towards the same goal. Even though your workers are a group of individuals, there are ways you can get them working together effectively. Here are some effective ways that you can get the best out of your employees.

Make Productivity a Central Issue

If you ask your employees to work harder, the majority of them will probably comply. However, not all of them will, and this might be because there is no general work ethic to work harder or longer. To get the best from your employees, you need to make productivity one of the central core values of your business:

  • Create a mission statement that sets out in detail everything that your company needs to do and is expected from your workforce.
  • Put this mission statement at the heart of your company and show it to any potential employees. That way when they come for an interview, they will have no doubt what’s expected from them.

Reward Innovation and Efficiency

Many businesses have a mixture of talented people, some of them might not necessarily be doing jobs that they were initially trained for or that they have the qualifications for. These hidden talents can be the best way forward for your company as they could be used to innovate your business and provide efficiency. To find these hidden gems try and encourage work-related competition to find new ways of working and new ideas. As an added incentive you can offer a reward for the best idea and allow the employee who came up with the idea the opportunity to work with the team to implement it.

Make Training Effective

Effective training is more than simply teaching your employees what to do; it also enables them to work to the same objectives and to create a consistent product. Good training also helps your employees feel valued and allows them to have a degree of autonomy. You also need to ensure that you are giving your workers the most up-to-date training possible. You can read more here about some of the more important training that they should be getting as a matter of routine. How you deliver the training is as important as the content itself, it needs to be fun and interactive to capture your worker’s imagination and stop them from tuning out.

Have Clear Rules in Place

People generally find discipline a lot easier to deal with when there are parameters clearly set. You need to ensure that your rules are detailed, and any consequences are clearly laid out. For example, if you have within the rules that workers are allowed to make phone calls but only during their lunch hour, then they will understand that this is the appropriate time. You also have to lay out what will happen should they make calls outside this time period.

Make the Environment Healthy

There have been many studies which have shown just how much of an impact the location and condition of an employee’s environment can have on their performance. After all, you are asking your workers to spend several hours a day in one location. For that to work effectively, you need to have an environment that is comfortable and meets their needs. For example, is there a kitchen area or a rest space where they can have lunch and take their breaks? Is there adequate heating and cooling to keep the temperature within the office or the work area within reasonable limits? The variables can have an impact not only on your worker’s mood but also on their productivity.

Maintain Morale

An important factor in having a happy workforce is morale, if your workers are unhappy or if there are problems in the office then this can quickly lead to unhappiness and lack of enthusiasm. To counteract this, you need to keep your eye on team morale and also make sure that you are in tune with what your workers want and need. In some cases, this might even mean dealing with individuals who are upsetting the balance within your workforce.

Encourage Feedback

With many companies, their bosses will often ask for their employee’s opinions at interview and perhaps even when they leave their job, but it can actually be of more value if they continually asked their opinion while they’re working. Some bosses confuse this with giving their employees too much power, however, the exact opposite is true. If you are concerned about your employee’s welfare and about the way they’re working you can encourage a great deal of respect and loyalty within your workforce. This loyalty not only ensures that you retain good staff, but it also helps to encourage other high-quality staff to your company by word of mouth.

Hire from Within

Even the most patient employees will soon decide to move on if they feel that their job is going nowhere. You might also encourage people to leave if they are being regularly overtaken by workers below them or bringing in new workers to take jobs above them. Filling vacancies from within your existing staff is a good way to maintain a high level of experience. You also negate the issue of staff getting to know them and understanding the type of personality they are. Some bosses feel that this can promote jealousy amongst staff however if you are giving all the staff an equal opportunity then there should be less of a problem.

Your workers are the most important part of your business besides your customers. For that reason, it is vital that you ensure you get the best from them and you keep them happy and healthy. If you can do this then you will have a workforce that is loyal, enthusiastic, and willing to take on additional work if the business requires it.

Empower Your Employees With Learning… Whatever Your Budget

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As an entrepreneur, you know that your unique combination of passion, talent, skills, training, experience and business acumen are integral to the success of your enterprise. Nonetheless, you also understand that you could not have achieved the measure of success you’ve gained in your enterprise alone. Your great ideas light the way, but the hard work, dedication, passion and ingenuity of your staff also plays a huge role in your business success. As such, your employees deserve every but of support, training, development and guidance you can provide them.

StrategyDriven Talent Management Article
 
The trouble is that this invariably comes at a monetary cost to your business. Smaller and newer businesses which are still finding their way and doing their best to keep their heads above water financially are understandably full of trepidation when it comes to spending money at the expense of their all-important profit margins. Fail to invest in your employees, however, and the results could be disastrous.

What happens when you fail to develop your employees

While it’s understandable that new entrepreneurs might be keen to keep a close eye on the purse strings, this may be at the expense of your business. Underdeveloped employees will at best lose motivation, resulting in a loss of productivity or dip in quality of service for your customers. At worst, they may quit your organization altogether, even running into the open arms of your competitors, thereby giving them an edge over you. Even if this doesn’t happen, you will still have to endure the expense and dip in productivity while you recruit and train their replacement.

Let’s take a look at just a few of the ways in which you can give your employees the gift of professional development…

In-house training

If you want to ensure that your employees do things your way, making sure that your customers get such a continuity in service that it’s like you’re dealing with each and every customer yourself. While in-house training can be cost-effective and ensure brand continuity, every now and then an outside perspective is appreciated, which brings us to…

External training providers

The benefit of using external training providers is that no matter how knowledgeable you may be, even the best of us has blind spots in our knowledge. External training providers can bring a fresh outside perspective to your business while also having training and motivational techniques that you may never even have considered. While again this may result in additional expense, it may well be to the benefit of your business.

Online learning or community college

If you worry about a productivity dip while your employees are developed on company time, you may benefit from funding, or part-funding their own learning through community college or online learning. This puts the onus on the employee and gives them the gift of academic or vocational qualifications that can empower them throughout their career. With a plethora of online courses out there from an online rn to bsn program to just about any academic degree you can imagine, online learning is an extremely powerful tool that shows your employees how much you value them.

The only downside is that it may be tricky incorporating their learning into their operational activities in a cohesive way.

An open door

Finally, sometimes the best and easiest form of development comes in the form of an open door. By allowing your employees an opportunity to talk to you and taking the time to explain processes and procedures in a little more detail you can ensure operational excellence while establishing yourself as the kind of boss they can always rely on.

Want to Thrive in Today’s High-Speed, Hypercompetitive Business World? Teach Your Management Team to Iterate.

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StrategyDriven Talent Management ArticleWhen boiled down to its essence, management is a system of managers, operating in concert, constantly adjusting resources based on new information coming in to keep the business on target. It involves coordinating complex efforts, enabling group work and constantly asking the question, “What’s the next most intelligent step from here?”

In other words, management is the feedback system of the organization. And managers who continually ask themselves and their teams what that next logical step to be taken is – and then take it, learn from it and repeat the process – are Iterating.

Iteration is the way effective systems solve problems whose solutions are too complex to be predefined. Just look for the highest?performing entrants in any given market space. Chances are they’re Iterating.

An organization that Iterates moves the right information up and down the hierarchy, in regular and useful ways, in support of good decisions. It doesn’t get stuck in an overly rigid plan, but instead stays flexible as it pursues clearly defined outcomes.

If you want to run a fast, flexible, focused management team, use these five key practices:

1. Output and Status Broadcasting. Managers must be crystal clear with themselves and each other about what they’re doing. They do this verbally via Verbalized Summary Outputs (the VSO), and they do it graphically with Pragmatic Dashboards. The VSO is a list of statements summarizing the output the manager will deliver to the organization into measurable, countable outputs – three to seven items that, together, account for roughly 80 percent of his or her results. The list should take 60 – 90 seconds to say out loud in a meeting. VSOs confirm alignment and provide a line of sight into how each manager’s (and thus each team’s) work impacts the bigger picture.

A Pragmatic Dashboard turns the verbal information of the VSO into graphic information, one graph per VSO item to avoid unnecessary data. The graphs are summaries of measurable output that include historical data on past performance, along with two futures: the planned future alongside what’s now expected. With these in hand, aimless monologues transform into specific discussion about the future because everyone can see what’s not going to go as expected.

2. Work PreView Meetings. In an Iterative organization, Work PreView Meetings are the regular meetings between a manager and his or her direct reports. They have a consistent rhythm that involves providing information, making decisions and ensuring plans are carried out with regularity. Meeting leaders strive to maintain a forward-looking orientation so that discussions of status are minimized and the focus is on “What’s going to happen in the future, and what should we do about it right now?”

The ultimate goal of any Work PreView Meeting is to decide what to do with the resources at hand given what the team knows now and what is has to work with. To do this, members present issues using an “OSIR Structure” – they begin with an Objective that involves measurable results; then a Status statement of future prognosis and expected variance; a short summary of the Issue causing the variance; and finally a specific Recommendation for a suggested action. This format ensures that the “presentation” is over within about three minutes, leaving the majority of the group’s time for productive discussion about what action to take next in light of the new information.

3. Group Decision-Making. Ideally, groups solving problems together are made up of only five to seven individuals. Larger groups can come together to approve or decline recommendations, but not to attempt to solve problems. Whether a group decision is happening in a large group or a small one, the process comes down to members teaching and the decider learning. When the focus is on understanding each other, rather than on obtaining agreement, information transfer is clearer and more complete. Once the decider has learned all he or she can and made a decision, the team implements without failure or sabotage, even if they don’t personally agree. The team is always Iterating and no decision is “final,” but every decision must be fully implemented or else no learning can come from it.

4. Linked Teams. Redefining how managers and their reports conceptualize their relationship to others in the organization means moving away from the notion of managing a group of individuals and instead running a team with a single charter. Everyone succeeds or fails based on whether the entire team succeeds or fails. This allows Iteration through proactive resource sharing, and it tears down silos as peers ask, encourage and even push each other to accept help. Managers are better off, and the organization is more successful, when peers on a team work to understand each other and make trade-offs in support of higher-level goals.

5. Front Line Self-Sufficiency. The fundamental function of front line managers is to make individual employees as self-sufficient as possible at both delivering their output and at forecasting it. To do this, managers need to put in place clear goals that are defined in terms of output, not task or process. Managers must also give front line employees ready access to the resources they need to do their jobs. Once front line employees know what they’re supposed to do and have what they need to do it, all that’s left to promote self-sufficiency is to make sure they’re keeping track of their own work – without management intervention. As individual contributors make accurate forecasts – promises – about their future output, trust improves between front line employees and managers, and better information flows up to higher levels of management, helping the organization as a whole to IterateSM.

About the Author

Ed Muzio, CEO, Group HarmonicsEd Muzio is CEO of Group Harmonics and an award-winning three-time author. An expert in the scientific study of measuring and modifying human behavior, he is a sought-after consultant to business and industry worldwide and a popular media source. His new book is Iterate: Run a Fast, Flexible, Focused Management Team (An Inc. Original, 2018). Learn more at IterateNow.com.

Group Harmonics, Inc., claims the exclusive right to use “Iterate,” “Iterative Management,” and the family of “Iterative” marks in connection with business consulting goods and services.