When senior leaders exert too much pressure on staff

Many senior leaders are highly driven. Maybe most. They tend to see life from 35,000 feet and all the things that need to get done. And, they are often impatient. They want to see results, fix things, explore new opportunities, reinvent old strategies, ensure results, fix disconnects and who knows what else. Are you tired yet? Some years ago my senior team said, "TJ, we are not starting anything new this year!" They had their hands full.

There are predictable results when senior leaders push too hard on too many things. 

Cynicism. Because you cannot do everything at once, leaders who are always pushing for more and for better eventually wear their subordinates out until each new proposal is met with a certain level of skepticism, even cynicism. Better a few important initiatives than many minor ones. More does not equal better. Usually it equals mediocrity. Usually, leaders who push and push also change their minds often leaving staff who have worked on an initiative frustrated when they must change directions mid stream.

Discouragement. There is nothing better than celebrating success. But when many initiatives are on the plate, success is elusive since most will not get accomplished. Or accomplished well. This is discouraging to staff who are working hard to accomplish the mission of the organization. 

Lack of focus. None of us can focus on more than a few important issues at a time. When leaders make unrealistic demands on many fronts, staff don't know where to put their energies and the priority of the senior leader my change quickly. Staff are left to guess as to which initiative is the priority leading to a lack of focus throughout the organization.

Commitments that don't get kept. When pushed hard, many staff will make commitments that they don't want to make and cannot keep. It is the only way to relieve the pressure of the senior leader, however, so they do it. Many of these will not be met because they were unrealistic to start with. This then sets up a cycle of blame for promises not kept which in this case is the fault of the leader rather than the staff member.

If senior leaders will allow their senior team to have a voice in what issues are tackled when there will be a far more realistic view of what can and cannot get done and by when. When leaders exert too much pressure they hurt themselves, the organization and the staff. 

Understanding why people are reluctant to try new ideas

For those who are wired to innovate and bring change the resistance they encounter from others can be frustrating. This is especially true when change is critical to the organization or when doing things differently would save a great deal of time, money and frustration. We ask ourselves in these instances, "Why don't they get it?" It is a good question and it has three good answers. 

First, there is the change scale. When it comes to one's openness to change people fit into one of five categories: Innovators who drive change and are always looking for new and better ways; Early Adaptors who embrace change quickly once it is presented; Middle Adaptors who need to think about the change before adopting it; Late Adaptors who are late to embrace any change and Laggards who resist any change. 

Of these categories which represent how people are naturally wired, only innovators and early adaptors quickly embrace change. the other three categories are essentially change resistant at different levels. Thus any strategy to drive change must speak to middle and late adaptors. One need not worry about innovators and early adaptors. As for laggards, don't bother to try to convince them - they are inconvincible when it comes to change.

Resistance to change has nothing to do with an individuals character or intellect. These categories represent how they are naturally wired. The key to helping middle and late adaptors get to a yes on change is to appeal to a higher value than their resistance to change. If they deeply believe in the mission of the organization, for instance, one can appeal to the ability to better accomplish that mission if we adopt the proposed changes. 

A second reason that people resist change is their own comfort. People simply get comfortable doing things in certain ways and changing those ways can be uncomfortable. It is far easier not to rock the boat and to leave things as they are. After all it has worked in the past so it will work in the future. Except of course, the future is different than the past and those who don't understand this are destined to lose their effectiveness. 

Resisting change for one's own comfort is not a noble cause and those with this tendency should not be in organizational leadership. Leaders realize that their loyalty is to the mission of the organization, not their comfort. 

There is a third reason for resistance to change which change agents need to understand. There are people who resist change because they cannot envision what it looks like. These are people who understand new paradigms when they see it but cannot envision those paradigms without first seeing it. 

In these cases simply be aware of the fact that the change resistance is not a poor attitude but that these individuals need to see the new way in action and are likely to support the change once they understand it.

Part of the job of change agents is to understand how their audience is likely to respond to the change and to tailor their communication in ways that will allow the most people to get to a place of support. They need to be change agents in communicating their proposed changes - and flexible in their approach.

The cost of elephants and the cost of transparency

Elephants are those issues that a team or organization knows is present but no one feels that they can talk about. That fear comes from knowing that the leader is not willing to put those issues on the table and you will be met with resistance, pushback or retribution. The number of elephants in any organization is a direct indicator of its health. The greater the number of elephants, the more unhealthy the organization. A low number of elephants indicates a healthier organization. 

Here is what we forget. There is a high cost to elephants. Elephants represent issues that ought to be addressed because they are negatively impacting the organization or team. Choosing to leave elephants alone means that these issues cannot be solved. And the ironic thing is that everyone is aware that the elephant exists even as they try to pretend that it is not present which of course they know it is. Elephants breed cynicism and mistrust when unaddressed.

There is an alternative to letting the elephants be but it also comes with a cost. The alternative is transparency, what I call in my writings Robust Dialogue. Its definition is that any issue can be put on the table with the exception of a personal attack or hidden agenda. 

The cost? The cost is that Robust Dialogue means that there will be uncomfortable conversations from time to time. Yet without uncomfortable conversations there is no significant progress, there are no paradigm shifts and there are no game changers. Elephants keep progress from occurring while Robust Dialogue forces the conversation and drives change in the process. So the cost of elephants is stagnation while the cost of Robust Dialogue is hard conversations and progress. 

Both elephants and transparency have a cost attached. And a result. The question is which result do we want? If you are a leader at any level, which culture are you creating? If it is a culture of not rocking the boat you will allow elephants to exist and guard the status quo. It is a comfortable place for you to be. If it is a culture of transparency you will drive progress at the cost of hard conversations. It may be uncomfortable but it will be far more successful. 

You may think there are no elephants on your team or in your organization. There is one good way to find out. Ask your staff what elephants exist that need to be named? They will tell you and once an elephant is named it is no longer an elephant but simply an issue to be discussed.

What wise people know about gossip

Gossip is one of the most destructive habits we can engage in. Often it is nothing less than character assassination since our information is often incomplete, second hand and wrong. Wise people know four things about bad news they hear regarding others.

One: There is always more to a story. Usually when we hear bad news about another person it is at best partial news. Take a marriage conflict or a divorce. Hearing from one partner does not give one a complete picture. There is always more to a story. Wise individuals think grey about negative information passed on about others because they know there is always more to a story.

Two: There is always the rest of the story. Even when people do bad things, that need not be the end of the story because with redemption and change the end of the story can be different than the current story. Wise people know that we need to give people the opportunity to change their story rather than assume their current story is the full story.

Three: Good people can do bad things. Do you doubt this? Consider yourself. Each of us do bad things but we don't consider ourselves bad people. God sees us as holy people who still sin. Therefore, don't write others off because of their bad actions. Wise people know that good people can do bad things and don't demonize the person.

Four: People love to believe and share the worst about others rather than the best. It is our lower nature to share the worst about others rather than the best about others. We are really good at it. Perhaps it makes us feel better about ourselves. Wise people know this tendency and keep in mind that there are likely very good things about the character and behavior of those they are hearing negative things about.

These four truths can change our paradigms when it comes to gossip. Wise people always keep these in mind and therefore resist gossip. It also gives them a more compassionate and gracious response to those who have done bad things. It need not be the end of the story and it is unlikely the full story.

When boards don't know the morale of the staff or choose to ignore it

It is not uncommon for me to deal with situations where the board of a church or non-profit (it happens in the for profit world as well) seem to be ignorant of the moral of the staff in the organization. In many cases I have been called in as a consultant because of low staff morale. When I report to the board my findings either the reaction is one of surprise or embarrassment. Surprise when they had no inkling of the issue and embarrassment when they did but chose to ignore it and hope it would go away.

When this happens it is always unfortunate because the common result is that good people leave the organization disillusioned with the leadership and discouraged with the lack of concern for the staff. Usually, by the time the issue is dealt with, some of the best people are gone.

Why does this happen? First, boards rightly assume that staff issues are the purview of the senior leader so they don't get involved. At one level this is correct. Boards should not be giving direction to staff apart from their senior leader. But at another level this is flawed thinking. If the senior leader were taking the organization in directions that were disadvantageous to the organization, the board would step in. Where there are serious morale issues, those issues are a threat to the organization - if the staff involved are good staff that the organization wants to keep. Healthy boards never ignore threats to the organization.

So how does a board keep a pulse on staff in a church or ministry non-profit. Informally, conversations with staff where the board member is not giving direction but simply listening to how the ministry is doing can be helpful. 

More formally, the board can ask for reports on any trends regarding resignations from the organization. Such reports are consistent with policy governance and certainly can give a board a heads up if there seem to be common issues. 

Third, there are software programs that can measure engagement of staff and general satisfaction with their work. Such programs can be a great help to senior leadership and boards have every right to see the monthly results as well.

If board members believe that there is an issue that needs to be addressed with staff morale it ought to be a topic in executive session and then raised with the senior leader. And there needs to be a way to verify what is true and if there is a plan to deal with morale issues, whether it is successful. While boards need to give their senior leader wide latitude in assessing and solving morale problems they are also ultimately responsible for the health of the organization so cannot ignore the issue. 

I am even more concerned when boards seem totally unaware of serious issues within the staff. What this tells me is that the board has inadequate policies or procedures in place to monitor the health of its most important asset: the staff. If it matters to monitor the financial situation of an organization it matters just as much to monitor the satisfaction of the staff. Both are active indicators of the organization's health.

When there is not adequate organizational clarity

If there is one thing that many organizations lack it is crystal clear clarity about who they are, what they want to accomplish and how they are going to get there. This is especially true of non-profits and ministries as the profit motive is not the driving factor. In fact, clarity is the glue that holds the organization together as it grows. In my consulting with numerous non-profits I have observed four related consequences of poor or no organizational clarity.

Conflict
I am speaking here of conflict between leaders and departments. Why? Because a lack of clarity from the top results in leaders one level below creating their own clarity and going in their own direction. When there is a vacuum, someone will fill it. The problem is that we fill it with our version of clarity rather than a shared version of clarity, find ourselves at odds with one another, create silos and find ourselves fighting over direction, finances, resources and strategy.

Relational disconnect
This conflict creates relational disconnect and we often assume that the conflict is a result of people with bad motives or who are not team players. More likely the disconnect is a result of the senior leader not developing a shared clarity about who the organization is and how it will get to where it wants to go. The relational disconnects are a result of poor leadership at the very top of the organization.

Lack of alignment
In this situation, senior leaders and departments are not aligned with one another. Each may be doing good things but often they are working at cross currents with each other. If each were an arrow, the arrows would be pointing in different directions rather than all in the same general direction. This lack of alignment creates conflict and relational disconnect and is deeply frustrating to good leaders who often leave if the situation is not solved. 

Dispersed energy and compromised impact
Because the arrows are not pointed in the same direction and departments and leaders are working at cross purposes with one another the energy and impact of the organization is severely compromised. In fact, leaders are often trying to negotiate issues within the organization rather than focusing on the mission of the organization. There is nothing more distracting and discouraging to people who have bought into a mission than to be fighting intermural wars when they could be delivering on the mission.

Organizational clarity matters...a lot. 

Life interruptions of hard times

One of the inescapable truths about God is that He does not see life from our point of view or what is best for us from our vantage point. Nowhere is this more evident than in our desire for a life of ease and comfort and His not uncommon "interruptions" that bring with them hardship, suffering and challenges that test our coping abilities. We often question His inscrutable ways as we wish our hardships away. Sometimes He seems to hear our prayers and other times the hardships seem to be the new normal and the circumstances of our lives do not change. And it misses a crucial point which CS Lewis in his wise way reminds us. "The great thing, if one can, is to stop regarding all the unpleasant things as interruptions of one's 'own,' or 'real' life. The truth is of course that what one calls the interruptions are precisely one's real life -- the life God is sending one day by day." God is never surprised by our circumstances. Nor does He always see our "negative" circumstances as such. Often He sees them as opportunities for our own growth so that in an inversion of what the world counts as good, He sees the hard as opportunities for our greatest growth and therefore greatest good. Given this, those negative circumstances that we see as life interruptions are often the richest life we will ever live as it drives us closest to God. If we will see it as such and if we will embrace what God has sent and trust Him in its midst.
Consider these words of James regarding such life interruptions: Consider it all joy, my brethren, when you encounter various trials, knowing that the testing of your faith produces endurance. And let endurance have its perfect result, so that you may be perfect and complete, lacking in nothing (James 1:2-4)."

It is good to pray for resolution of the hard situations we face. It is also good to embrace what God wants to do in our lives through it. And finally it is good to trust Him fully in its midst. This is life lived in followership of Jesus.