Last week, we started a discussion about a failure of two tiers of leadership. This week, some thoughts about what leaders and employees can do to resolve (or prevent) these situations.
After numerous conversations about this situation, I suggested that this group of employees needs to find a way to get this scenario in front of one of the board of directors. Someone has to step up.
Once the director understands the situation with the second in command, they can discuss it with the rest of the directors, determine if the concern is legitimate, assess if the situation is being interpreted correctly, and determine what (if any) action to take.
It’s important to note that this is not me suggesting that employees go outside the “chain of command” as a first attempt to solve the problem. Anything but that, in fact. It’s critical that attempts to communicate this situation to anyone in your chain of command are done with humility because you don’t know what you don’t know.
I already know that this team has repeatedly attempted to address the situation with the number two leader (their manager), but have been turned away because that leader doesn’t have time to deal with the customer behavior issues these employees face. Other evidence presented to me indicates this (in part) prompted by a consistent lack of leadership from the number one leader, who is on their way out the door and as such appears to be treading water until their exit.
Leaders interested in preventing a situation like this should be asking their people what’s keeping them from getting their work done. That’s not the same as “Why aren’t you getting your work done”, or “Why aren’t you getting enough work done?”, or similar questions that won’t yield the right answers.
Questions like “What obstacles consistently come up that impede your work?” and “What work that’s outside of your role / authority is falling to you and/or is creating a situation that’s keeping you from being as effective as you want to be?” not only make it clear you aren’t asking about work output, but that you’re looking for environmental and process-related clues. You want to find out what’s getting in the way of their work and what’s taking time away from the work your team knows they’re accountable for. That’s part of what you’re accountable for.
Some leaders won’t ask
Unfortunately, some leaders won’t ask these questions. As employees, you have to try the chain of command. It’s the right thing to do and it’s what your leaders deserve, until it doesn’t work. It’s what you would expect of your team in the same situation. Still, it doesn’t work.
If you’ve made a legitimate effort to communicate these problems up the chain of command and the situation continues, then you have at least three choices.
- Get over it. It’s possible that leadership knows more about this than you think. This doesn’t mean you shouldn’t ask leadership to help you understand their decision so that your concern about it can be abated. They may have more data / context than you. Some of it may involve information that cannot be shared, but there is almost always a way to explain a decision to allay the team’s concerns.
- Leave. Choose other employment / retire / start your own company.
- Break the chain of command. Skip over a level or two of the chain of command and explain why you’re doing so when you report your concerns, making sure to be clear that you’ve already (perhaps repeatedly) attempted to use the chain of command. How you approach this makes all the difference. It must be clear (and true) that your concerns are for the good of the company and that you’re reporting these concerns because you don’t see any alternative. This can’t be about a clash of personalities or egos. As in the first option, you need to be aware that you might simply be wrong or not have all the information needed to understand the situation.
Leaders, all this is on you. your employees can only do so much, because there are some of you who will ignore them. Others will lose their mind with anger when they go around you because they felt they had no choice. You’re the one who may fire somebody who goes around the chain of command because your chain of command isn’t working. Employees know that. And yet, they will risk telling you anyway because the good of the company is that important to them.
You should consider that before you decide it’s a good idea to fire the people who had the gumption to tell you about something that’s not working.
Leadership isn’t an innate skill we magically wake up with. It’s learned. In fact, your team is learning it from you every day. Is your behavior a good instructor?