"The Torn Manager" by Terri Levine
Managers often find themselves playing the role of middle-man because that is what they are… in the middle. Managers are the go-between for higher management and the workers. You can see how this can present a conflict of interests. How do you represent the views of the upper echelon and protect the interests of those who work under you at the same time? It can be done, of course, and is done every day. It's part and parcel of being a manager and goes with the territory along with a large dose of stress.
The same thin line is being walked between customer and company loyalty. How can a manager look out for the best interests of customers and top management at the same time?
Then there is the fear factor involved in knowing when to act, when to speak up, or the desire to try something new. On the one hand, Managers are encouraged to speak up, and take risks - if the risks will lead to successful outcomes! But if the risk doesn't have a successful outcome, heads will roll, and we don't have to guess whose head will be rolling! Likewise, speaking up is all very well and good, but what if it damages the working relationship?
The problem with walking these fine lines is finding the perfect balance. Finding this balance is just one of the new skills Managers need to learn and master to be effective in their roles.
The key to finding this balance is in learning the art of communication in its truest sense. We can speak the harshest truths without ruffling feathers when we choose our words carefully. We know it is possible to soothe an unhappy customer without running our company down - this is a skill sales people use every day - and we can apply that skill to in-house communications too. Here are a few ways we can do this and walk the thin line without falling off:
We can clear the way for open and honest communication by expressing our desire to communicate openly without intended offense and expressing our objective to find agreement or solutions that will keep everyone happy.
When communicating about matters of conflict, it is important to be able to truly listen to the other point of view without giving up your own. Simple phrases such as "I understand…" and "I can see your point of view and why you'd think that…" can go a long way to diffusing heated arguments. People want their opinions respected and acknowledged, and when they have gotten what they need to say off their chest, and you have listened respectfully, you will find they are better able to listen to you when it is your turn.
Choose your words carefully. Practice speeches and conversations in your head before you have them. The words will flow more easily if you have thought about it beforehand and you are less likely to become emotional or frustrated or offend someone.
When representing either your workforce or your management, be careful just to state the facts without sounding like you are taking sides - or being judgmental! Be an impartial deliverer of information. Do not become emotionally involved in the "message" you are delivering. If it helps, think of yourself as a mediator.
Always show respect, even if the other person does not - whether it is a member of your staff or your senior management. Retain your dignity. Yours is a special position to maintain - in a sense, you work for your own workforce as well as upper management, and you need to remain on good terms with both.
Managers may feel torn from time to time, but with effective communication skills under their belt they will be able to walk the thin line with confidence.
Terri Levine is a successful business coach and was a speaker at Joe Vitale's Spiritual Marketing Super Summit.
Terri Levine, MCC, PCC, MS, CCC-SLP, made the transition from senior executive to become one of the top professional coaches in the industry, founded a leading coach training school, and has worked with clients from every walk of life.
Terri is the founder and CEO of Comprehensive Coaching U, Inc., and The Coaching Institute - The Professional’s Coach Training Program. The Coaching Institute is an internationally recognized program that provides training to individuals and organizations that want to learn coaching skills and/or become Certified Comprehensive Coaches.
Terri’s coaching clients call her the “wisdom wizard”. Her background as a corporate executive paired with her marketing expertise is extraordinary. She has compiled an impressive track record of growing million dollar businesses.
She specializes in using Comprehensive Coaching principles to create extraordinary growth for her clients’ lives and businesses, and has been coaching professionals and companies, and training others to use coaching skills every day to experience much greater business, financial and personal success, discovering better ways to grow profitable businesses, restore balance in life, and bring greater joy to each day. She synthesizes the knowledge and wisdom of every leading organizational development guru, philosophy and process to create a results-oriented approach.
Terri, a popular keynote and motivational speaker, is also a successful author. Her much acclaimed book, “Work Yourself Happy,” (which hit #3 on the Amazon best-seller list early in 2002) is an example of her own coaching work and her clients’ success stories.
Her second book, “Coaching for an Extraordinary Life,” published in 2001, brings the tools of the coaching industry to ordinary people, so that all may enjoy a better quality life.
In her third book, “Create Your Ideal Body”, Terri shares her strategies and techniques which enabled 250 people to lose weight without dieting, struggle, deprivation or the use of gizmos, gadgets, pills, potions or rigid exercise routines.
Her last book, “Stop Managing, Start Coaching!” reached #6 on Amazon and deals with morale in the workplace. She also puts out weekly e-mail newsletters to thousands of subscribers worldwide. Terri is a nationally recognized authority on creating greater business and personal success and she is featured regularly in the media and on Channel 10 NBC Philadelphia News as a coaching expert.
Terri lives in Pennsylvania, and when she isn’t coaching, training, speaking, or writing, she loves to race Formula Dodge cars!
Terri is a member of the International Coach Federation, the Philadelphia Area Coaches Alliance, The American Society of Training and Development, and the National Women Business Owners.
If you are interested in becoming a coach, hiring a coach, or having Terri address your organization, call toll-free 1-877-401-6165 or email info@ComprehensiveCoachingU.com.
Visit her on the website: http://www.TerriLevine.com