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25. The art of managing bosses
This communication touches upon many different aspects,
including communicating with your boss, peers, staff and people from other
cultures.
So often when we talk about management we automatically think
of those who report to us. But what about managing upwards ? After all, the boss
can make your life so much sweeter. There are some real skills needed here — and
you have to carefully think through your approach.
- Get to know your boss’ goals and challenges. Your boss has goals just like
you. Find out and remember them. It’s easier to win more resources if they
can deliver targets for your boss.
- Get to know the boss personally. How does he or she like to work ? What
are his or her interests, likes or dislikes ?
- Set goals together. You need to make sure that you’re working on the right
things. Don’t just update your boss with your achievements. Let him or her
know where you’ll next be prioritising your attention.
Avoid surprises. No one wants to hear bad news. If you’ve got a suspicion
that some-thing’s not going as planned, then let the boss know — fast !
- Talk their language. Every boss has a way of processing information. Some
like headlines. Others like bottom lines. Find out and learn their language.
- Deliver on your commitments. It’s a rare boss who complains about a high
achiever in their team. Deliver against your objectives and your boss’
respect for you will rocket.
- Go to your boss with solutions — not just problems. Isn’t that what you
want from your staff ? Show the boss that you’ve thought things through,
even if you both come up with a different answer.
Always be tactful :
What is tact ? It’s choosing the right thing to say without
offending. ‘Choosing’ is the important word here. Tactless people don’t exercise
that choice. They instantly say what’s on their mind —and wish they hadn’t.
Managers have to filter what they say.
When you find yourself in a difficult conversation follow the
TACT approach.
T = Think — don’t speak. Any first rush of emotion soon
subsides. Get your brain under control and show interest. Do this and you’re 75%
of the way there.
A = Ask questions. There are two reasons for doing this.
First, questioning allows you crucial time to think. Second, you’re showing
respect by encouraging the person to give their view.
C = Clarify your understanding. Use clarification questions
to check that you fully understand the other person’s point of view. “So what
you’re upset about is . . . .”
T = Talk with care. Give yourself time and make sure that
what you say is neutral. Later on you may give your opinion because you’ve
thought it through. But do you need to do so now ?
(Source : The Mint Newspaper, dated 25-10-2010)
