One of my first jobs was a low level employee on a phone support team. It was a good job for a twenty one year old college drop out. The pay wasn’t bad. The surroundings were pleasant. I worked nights so I was able to go back to school during the day and eventually earn my degree. The company even paid for it. In some ways it was a tough job though. We were rated on the number of calls we took. More was always better. On busy days calls could exceed 100. We were often monitored then critiqued. It could get pretty stressful.
The art of Critiquing
Some of the managers seemed to think their job was to find out what the employees were doing wrong and make them stop. The guy I worked for, I’ll call him Rob, seemed to think his job was to encourage employees. Sure he monitored our calls from time to time, as was required but when he talked to us about them it was more about what the did right than what we did wrong. In the end he would mention what we could have done better but his critiques usually made us feel better about ourselves and our work instead of worse.
The Problem Employee
I remember a specific support analyst on my team that first year than none of us thought would make it. Chris was passed from team to team and always seemed to be on probation for being late, leaving early and just generally not doing a very good job. Finally she was put on our team under Rob.
Chris told me about their first meeting. Rob started out by asking her if she wanted to be on his team. She said she was OK with it. He said he asked because she didn’t seem like someone who particularly liked her job. Chris agreed. She did not like her job. Rob said that was OK. Liking the job was not required. He told Chris that not everyone was cut out for phone support and there was no shame in quitting. Chris asked if Rob was firing her. He assured her he was not. If she wanted the job it was already hers and all she had to do to keep it was be decent at it, show up on time and do her share of the work, but if she did not want the job she was not doing herself any favors by staying and doing the job badly. Rob asked Chris to think about it and let him know what she wanted to do.
Learn From the Best
I heard the story a year later. Chris had been off probation for more than 9 months and was one of the better employees. She told me that she still didn’t care for the job but it was the best that she could get at the time and Rob was right. Doing the job well did make her feel better about herself and her work.
What I learned from that conversation is that no manager can make an employee do a good job. We can’t micromanage them into or even threaten them into it, but we can treat them as intelligent adults and accept no less from them. Rob didn’t bother to list Chris’s short comings. She knew them. He just asked her to be honest with herself and him and to make a choice. That method doesn’t always work. Some employees never learn and have to be fired. But in that case Rob prevailed and both he and Chris were better off for it.
For more tips on being a great manager you can have a great role model like Rob but you can also get what you need from the Practical IT Manager Gold Series, a fantastic tool kit by Mike Sisco, containing tools and templates designed to make you the best manager you can be.
Add your two cents
Do you know a great IT manager? Please tell us about that person or share your thoughts by posting a comment below. Follow this link to read about a couple of really bad IT managers: