Clarity and explicitness – the under-emphasised skill of management @everywomanUK #ewnetwork

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Clarity and explicitness – the under-emphasised skill of management Kate Turner Motivational Leadership

It’s a human MOT

You are teaching a small child to cross the road would you do You are teaching a small child to cross the road would you do? Do take them to the M25 and set the objective of the exercises to cross to the other side and returned safely. Now off you go and let me know how you get on?

EXPLICITNESS clearly stated and leaving nothing implied; distinctly expressed; definite saying what is meant, without reservation or disguise; outspoken plain to see; readily observable

Personality Values Attitudes Behaviours

Poll 1 When giving direction or feedback to a member of staff, which ‘layers of the onion’ should leaders focus on: 1 - Personality 2 - Values 3 - Attitudes 4 – Behaviours

EXPLICITNESS IS… are required for effective performance …. defining and specifying in explicit behavioural terms, what is required, so that the person has a clear mental picture of the actions, behaviour or results that … are required for effective performance lead to poor performance and are unhelpful

“I need Sophie to show more initiative, but I can’t tell her as she is not that sort of person.”

Observation and information Visibility of style Step 1: Visioning Continued support Delegation Empowers Step 4: Enabling Vision Analysis Observation and information Visibility of style Step 1: Visioning Diagnosing performance issues Momentum Feedback Assertion Clarity and explicitness Step 2: Mobilising Continuous improvement Motivation Situational consistency Step 3: Developing Copyright Ali Stewart and Co 2014

W H H O A W T Strategic Plan Values Organisation’s Objectives Culture Individual Objectives Behaviours

Back to back drawing exercise

Back to back drawing exercise

Your task is to describe this picture to a colleague so that they can draw it as accurately as possible. They must not see the picture. You can use any words you like. What words would you use?

Answer A

Answer B

Poll 2: Which picture were you describing? Answer A Answer B

Your task is to describe this picture to a colleague so that they can draw it as accurately as possible. They must not see the picture. You can use any words you like. What words would you use?

What does this statement mean for you? What would you do? “Make this a priority”

What are some example phrases you might use? ‘I know you are new to the customer services department and I’d like to talk to about what you do when you answer a telephone call from a customer as it is desperately important to have good customer relations’ What are some example phrases you might use? 

Suggested phrases: Be polite Show respect Give a good impression Always be efficient Create a personal relationship etc.   Does this tell you clearly and explicitly what to do?

Suggested phrases: When your phone rings always answer it within four rings Switch your attention from what you were doing before and focus on the person at the other end of the line Say good morning/good afternoon give your name and department and ask how you can help Make a note of their name asking for it if necessary as well as their telephone number Refer to them by the name they have given you during the conversation Make notes about what they want to and confirm the details with them at the end of the conversation If you need to ring them back to do so at the time you have promised

Does this tell you clearly and explicitly what to do?

6 Steps Define clearly State deadlines, standards and formats State overall timeframe Check progress periodically Give feedback Ask them to repeat back until they understand

Present Undesirable Behaviours Future Desirable Behaviours Performance Issue: Recognition of situations where X is out of his/her depth, leading to mistakes and poor customer service. Present Undesirable Behaviours (Less of required) Future Desirable Behaviours (More of required) Change the picture

Present Undesirable Behaviours Future Desirable Behaviours (Less of required) Future Desirable Behaviours (More of required) Does not check procedural requirements before committing to deliver to the customer Invents answers or bluffs when customers question is beyond his experience Does not communicate promises/commitments to administrator/manager until it is too late Unwilling to admit his own mistakes – seeks to blame other areas or systems Change the picture

Present Undesirable Behaviours Future Desirable Behaviours (Less of required) Future Desirable Behaviours (More of required) Does not check procedural requirements before committing to deliver to the customer Invents answers or bluffs when customers question is beyond his experience Does not communicate promises/commitments to administrator/manager until it is too late Unwilling to admit his own mistakes – seeks to blame other areas or systems Clarify customer requirements and agree to confirm the possibilities, having checked with appropriate people Admit lack of knowledge in any areas where he is unsure of the answer Obtain information and relay to customer at agreed time Keep administrator/manager informed of progress on all non-standard cases Admit to mistakes and seek guidance on how to avoid in future Change the picture

“I need Sophie to show more initiative, but I can’t tell her as she is not that sort of person.”

Present Undesirable Behaviours Future Desirable Behaviours (Less of required) Future Desirable Behaviours (More of required) Waits to be told what to do Does only what is needed for the immediate task and does not look beyond Does not volunteer Does not seek out the causes of problems and instead just deals with the symptoms Thinks in the short term without thinking of the impact actions could have on the long term Identifies the root cause of a problem, works out a solution and thinks through the impact that solution would have Volunteers to help when others’ workload takes priority Knows when to pull out all the stops Knows where to cut through procedures and established routines to enable more effective working Minimises the effect of problems by dealing with them quickly Change the picture

Pull Push Useful for assessing the development level of someone at a particular task

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