From Best To Worst

Performance GraphManagement structures are often designed to avoid failure. An unintended consequence is undermining top performers.

Marcus Buckingham describes this in First, Break All the Rules based on Gallup Research across a range of professions.

…in numerous job functions the best and the worst performers shared some, but not all, traits. Both the best and the worst salespeople have call reluctance; the mediocre performers did not. Both the best and the worst nurses had a personal connection with their patients; mediocre nurses stayed aloof. What was important is what the top performers did about this strong emotional link; they used it to empower and motivate them. The poor performers used it to shrink from effective action. Those with no emotional attachment lacked the motivation to excel.

Hospitals rotate shifts so that nurses cannot form personal attachments to patients. Prevents poor performing nurses from burning out. Doesn’t impact mediocre nurses who don’t engage anyway. Prevents the best nurses from giving the kind of care that improves patient outcomes.

Compulsory testing and centralized lesson plans are designed to ensure poor teachers raise poor student performance but makes it much harder for great teachers to innovate and personalize instruction and bores precocious students ready to go beyond core instruction.

If the core difference between poor and excellent performers is that the best are motivated and empowered by their emotional engagement to their work, then it follows if you demotivate and disempower your best performers you remove the distinction.

Under a poor leader, the exceptional will under-perform the mediocre.

Marcus Buckingham Thinks Your Boss Has an Attitude Problem

I’m a fan of The Gallup Organization‘s research and management writing. Marcus Buckingham has a 2001 Fast Company interview on his site.

“There’s a juicy irony here,” says the 35-year-old Cambridge-educated Brit. “You won’t find a CEO who doesn’t talk about a ‘powerful culture’ as a source of competitive advantage. At the same time, you’d be hard-pressed to find a CEO who has much of a clue about the strength of that culture. The corporate world is appallingly bad at capitalizing on the strengths of its people.”

He lists “five attitude adjustments that redefine the essence of leadership in business.” To senior executives, he says:

  1. Measure what really matters… Averages hide the fact that within any company are some of the most-engaged work groups and some of the least-engaged work groups. But this range is what is most revealing.
  2. Stop trying to change people. Start trying to help them become more of who they already are.
  3. You’re not the most important person in the company. (T)he single most important determinant of individual performance is a person’s relationship with his or her immediate manager.
  4. Stop looking to the outside for help. The solutions to your problems exist inside your company.
  5. Don’t assume that everyone wants your job — or that great people want to be promoted out of what they do best.

He provides some good detail and the conclusions are supported with methodical quantitative research.