This article is a follow-on to my previous article: http://www.leadershipsolutions.co.za/articles/how-to-decide-what-to-track-and-monitor-focus-on-the-field-of-play, which you should read before this one.
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Too often, with my coaching clients, we have to address the problem that the team is resistant to the way their activities are measured. Perhaps they see their weekly activity report as admin – so they “tick the boxes”, telling their managers what they think they want to hear (or, in this case, read). Perhaps they just don’t agree with it, so they don’t bother to do it at all – or they have to be nagged 90 times before they do it. And, again, they do a shoddy job. They may or may not also tell you that they find it a waste of time. Or they may say nothing, and just give you the teenage eye roll!
The reasons for the resistance are some combination of:

• They don’t get it – meaning they don’t see these measures as important drivers of their results;
• They don’t see the value and they treat the process as admin;
• They don’t like the way the measures are recorded or reflected;
• They see it as micromanaging (which most people resist).

What you really want is the following:

• The team absolutely agrees that these measures represent their 20 mile march – they definitely drive achievement against the KPIs;
• The team has participated in setting the targets (or the target ranges for these measures);
• The team has been involved in designing the scoreboard – this is the document on which their performance (collective and individual) is reflected;
• They find the process of recording and reflecting on their team and individual performance motivating;
• They love the way the scoreboard looks and what it tells them and they get excited about reviewing their progress.

Agreeing on What to Watch
You will need to have one or more discussions in your team with a view to answering the following questions:

1. What are the behaviours or activities that drive each one of our KPIs?
This can be quite a rich discussion. There may be many drivers of your KPIs, but your objective here is to identify the clear performance markers that deliver achievement against the KPIs for your team. You must be able to set lower and upper limits for performance. These performance markers must be within the team’s control to achieve. They must have an appropriate timeframe – long enough to be able to manage them, and short enough to have an impact.
Settle on no more than 4 performance markers per KPI. It must not be a shopping list or tracking it will become a burden.

2. Set the lower and upper range of acceptable performance.
The key here is consistency. You do not want people to shoot the lights out on good days and do nothing on bad days (or weeks or months). You want them to do between the low mark and the high mark every day, week or month (or whatever time frame you choose). Using the language of the 20 mile march, you want them to march between 14 and 20 miles every single day, no matter the weather. You do not want them marching 40 miles on one day, then collapsing with exhaustion for the next 2 days, and being unable to go out on the 3rd day because of bad weather. 14 to 20 miles every day.

3. Design a Scoreboard
The team should decide on what the scoreboard should look like. It must be fun to update and use. You should be able to update it as close to real time as possible. It should also connect input measures (the behavioural drivers) with the KPIs. That means you should be able to see how performance against the behavioural drivers actually contributes to performance against the KPI.

I did an internet search using “how to put team metrics on a scoreboard” and came up with some exceptional guidelines.

Your team’s scoreboard may no doubt undergo a few iterations before the team is completely satisfied – and that is fine.

The scoreboard you settle on will meet the following criteria:

• The team will love how it looks
• It will be easy to update
• It will be updatable in as close to real time as possible
• The team will love updating it and reviewing their progress
• Individuals will be able to use it to motivate themselves

All of this speaks to the power of instant feedback. The best example of this I have ever seen is in the advertisement for bottled water: https://www.youtube.com/watch?v=GimoLDYI_JE.

4. Agree on the Rituals and Routines
Rituals and routines are those things that are done regularly and in a disciplined way in order to ensure that you and your team are paying attention to the important issues regularly enough.

Rituals tend to be interpersonal exchanges – meetings; coffee sessions; tele- or videoconferences. Examples of rituals include:

• The Monday morning meeting (teleconference/videoconference) to discuss priorities for the week;
• Your daily walk around the office or plant to take the pulse of the team;
• The team brown bag lunch session held once a month;
• The weekly scoreboard review;
• The monthly review of past performance and planning for the coming month.

Routines are activities that take place consistently. Examples of routines include:

• Checking yesterday’s performance every day before 9.00am and noting down any required follow up;
• Updating the Scoreboard or Project Tracking Boards;
• Making your appointments for next week every Thursday afternoon;
• Updating your activity records after (or during) every customer meeting

The team needs to agree on the appropriate rituals and routines that will keep them on track as both a team and as individuals. What will they do? What will you do? How will the scoreboard be updated? How often will you meet as a team to review progress and troubleshoot any issues? What is your agenda for that meeting?

So think about this:
What will you do with your team in order to reach agreement on the behavioural drivers, the targets for each one, the design of a scoreboard, and rituals and routines to be implemented?

Managing the Rituals and Routines
The Manager of the team us ultimately responsible for ensuring that the team is absolutely consistent in taking the 20 mile march. This means that you need to monitor whether the routines are being observed – is everyone consistently taking the agreed actions and inputting their own information? You also need to ensure that rituals are consistently observed – that the weekly meeting takes place every week at the same time regardless of who may be absent; that the meeting is short, lively and forward moving; that there is agreement on who will lead the meeting when you can’t be there.

It is also important to review the effectiveness of your rituals and routines every so often with your team. Here is a review agenda which you can modify to suit the situation:

1. What did we set out to achieve?
2. What did we actually achieve? What did we not achieve? What happened that we did not expect?
3. What worked?
4. What did not work?
5. What are the lessons to be learned?
6. What do we need to do now?

I have huge compassion for really good managers who take over the leadership of a team from a “manager from hell”. You know the person I mean – he is aggressive and rude; he gets off on humiliating people; he uses threats to get what he wants; he uses gaslighting to manipulate people; and he has left behind him a team that is anxious and has gotten into the habit of making fear-based decisions. So now this chapter is behind them – thank goodness! And a new manager, with great people skills, has been brought in to rebuild the team and turn things around.

It is enormously frustrating when you are a leader who has a genuine open door policy, who genuinely wants people to make decisions, and who genuinely wants people to take the initiative, to receive feedback that his or her people are not doing these things because they still fear the consequences.

Fear is an insidious thing. It is easy to instil and difficult to dispel. It is just not enough for a leader to be an all-round good person. It is just not enough for a leader to know that he or she did not create the fear. The challenge to the new leader is to deliberately create an environment in which fear becomes a thing of the past, everyone has gotten over it and people are taking decisions and risks that are appropriate to their level of responsibility and authority.

I had a client who was battling with the residue of fear that was created more than four years ago – and people were still behaving as though the cause of the fear were present! It was as though fear had been woven into the very fabric of the business. The challenge to the current leadership was to create something different, and this cannot be done through good intentions alone.

So what would it take?
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1. The entire team needs to be on board. Let’s assume that you lead the management team of a business – they all need to be committed to creating a high-performance, empowering, fear-free environment. The best way to do this is to workshop the following:
a. What is the current truth about the climate in this team/business? Get into detail. Drag all the dirty laundry out into the open. Name the elephants in the living room. Also identify what is good about the current truth because you don’t want to lose that.
b. How do we want things to be? Describe the climate, the relationships, how people will work, how people will make decisions, how people will innovate and initiate change.
c. What is creating the gap between the current truth and how we want things to be?
d. What do we (as leaders) need to change or do differently in order to realise our desired situation?
e. How (and how often) will we review our progress? 

If you are the manager of a team of non-managers, the same process applies – the team is reaching agreement on how we will do things around here, and you are receiving input on how your team would like to be managed in order to bring out their best.

2. Ensure that your plan of action (d above) addresses the following:

1. How will we clarify the parameters within which people at each level should be making decisions? What decisions should be made at what levels?
2. How will we develop the decision-making skills of team members? Will we provide training? Coaching? Some combination of the two?
3. How will we handle it if a team member takes the initiative or takes a decision and it is a mistake? How will we resolve the mistake? How will we support the team member? How will we make it safe for the team member to make decisions/take the initiative in future even though a mistake has been made on this occasion?
4. How will we create the habit of having learning conversations in which we review our performance? The After Action Review (AAR) is a useful format:
   1. What did we set out to do/achieve?
   2. What actually happened?
   3. What worked well?
   4. What didn’t work well?
   5. What have we learned?
   6. What will we do/change going forward/in future?
      
      ​It is helpful if you make one of your own gaffs the subject of the first AAR as it demonstrates to the team that you are fallible and that you are not afraid to hold your own actions up to scrutiny. This will show the team that if you are not afraid there is no reason for them to be afraid.
5. When team members bring a decision to a manager, how will that manager coach the team member so that, ultimately, the team member makes the decision and learns in the process?
6. How will we give recognition to people when they take the initiative or decisions that they were previously reluctant to take? Will we acknowledge this publicly? Will we send an email acknowledging it? Will we make a point of going to their desk to acknowledge them?
7. How will we handle it when a manager is taking decisions that should be taken at the level below him/her? Will we remind him to push the decision back down? Will we hold her accountable for empowering her team members?
8. Take every opportunity to demonstrate that you are as good as your word:
   1. Ensure that your responses are controlled and supportive when people mess up – and they will.
   2. Don’t be afraid to hold your own mistakes up to scrutiny – it makes it safer for everyone else to do so.
   3. Defend your team from outside criticism.
   4. Share praise with your team and celebrate success.
9. Make your workplace a fun place to be. Make laughter a feature of your environment. People think better when they laugh. They enjoy themselves when they laugh. People work harder when they are having fun and are more inclined to put in extra effort. People who are having fun are not paralysed by fear – they are energised.

​There has been some interest in the notion that fear is a notorious performance inhibitor, and I have had some interesting questions about how one can bring about improvements to the performance of underperforming managers without invoking fear.
Let’s look at some background. If you are noticing that a manager is underperforming, chances are this is because you have noticed that she is not delivering on a performance expectation that is perfectly clear in your mind – in other words, what she is delivering falls short of your expectations.
It has been my experience that managers have the greatest difficulty handling such issues with the managers who report to them. I think there may be some ego issues – it is difficult to acknowledge that you may have put the wrong person into the job. They may have difficulty defining what it is a manager should be doing in order to deliver on expectations. I think they may also have difficulty having these difficult conversations. They are stressful and they make you anxious. But consider this: will yelling and losing your temper change anything? No – in fact, it will probably make things worse. Will leaving well enough alone and hoping for the best work? No – and you will have the further impact of disillusioning the rest of the team with your failure to take action.
The ability to correct underperformance without using threat or fear depends on the following:

1. The performance expectation must be clear in your own mind. You need to be able to describe it in clear, specific, measurable or observable terms.
2. The performance expectation must be as clear in your team member’s mind as it is in yours. You must have articulated your expectations in a series of discussions with your team member, and your team member must be able to describe the following accurately:
   1. What must be done / what must be delivered?
   2. How it must be done?
   3. When, how often and by when it must be done?
   4. What must be done when it goes wrong?
   5. How is performance measured?
   6. What is the impact of falling short of expectations, and what will be expected if this happens?

If you have not heard these expectations from your team member’s own lips you do not know if she has the same picture of the expectations in her mind as you do in yours.

1. The performance expectation must be monitored regularly and the team member must be given regular feedback on her performance in comparison with the expectation.
   1. She needs to know where she is meeting expectations and where she is falling short.
   2. She needs to have the opportunity to think through and discuss the possible reasons why she is falling short.
   3. She needs to have the opportunity to think through and discuss what she needs/needs to do in order to bring performance back up to expectations.
   4. She needs to know what may happen if she continues to fall short of expectations.
   5. She needs to be encouraged to keep trying and be reminded that she has your support.
2. You need to be sure that you have done all that can reasonably be expected in order to enable her to reach the required levels of performance:
   1. Have you ensured that she has the necessary skill? Have you provided training/coaching in the event that there is a skills problem?
   2. Have you made sure that performance to the standard is recognised and acknowledged (or is it ignored or even punished in some way)?
   3. Have you ensured that there are no obstacles to performance – everything that is required to do the job is in place and works (equipment and technology works and is suitable for the job, the information required is available timeously, the necessary people and other resources are available to do the work, etc.)?
   4. Have you given regular feedback on progress – including noticing when progress is made and saying something when there is insufficient progress?

If you have done all of the above and are still not happy with the performance of your team member it is appropriate to have a conversation that clarifies that meeting the performance expectation is not negotiable.
There are some steps to follow:

1. Get your mind right – do not have this conversation if you are angry and uptight. Do your preparation.
2. Articulate the performance that is expected and describe how it continues to fall short.
3. Remind the team member of the things you have done in order to give her the best chance to succeed.
4. Ask if she thinks there is anything else you should be doing in order to enable her to succeed. Discuss this and agree if this is reasonable or not. If it is a reasonable request, agree to the action. If it is not a reasonable request, say so and give a reason.
5. Clearly state that meeting the required standard of performance is non-negotiable, and the deadline by which such performance must have been achieved. Also describe what you will have to do in the event that the team member continues to fall short of expectations. This may include taking disciplinary action. Indicate your reluctance to go this route and that you hope it will not be necessary.
6. Make yourself available in the event that the team member requires any further support from you.

In your dealings with the team member, make sure that you remain calm and that you never threaten. Advising someone of the consequences of continued underperformance is not a threat – and there should be no threat in your tone. It is a statement of fact – that no manager can be expected to tolerate prolonged underperformance from any team member. Be sure that you are prepared to follow through.
In all of this, it is so important to remember that we are dealing with people, and compassion is key. We are living in tough times, and people are struggling with all sorts of things that we know nothing about. Discussions relating to the possibility that someone may lose their job are not to be taken lightly. While it is never a good idea to allow underperformance to run too long, it is important that you can look yourself in the mirror and know that you have done everything you can, and more, to help this person perform as required.
A word to the wise – it is preferable to have the first of these conversations as early as possible. The longer underperformance is allowed to persist, the greater the difficulty in correcting it – after all, your silence and inaction implies that the performance is okay.

Does this sound like you? There is a leadership paradox which says that leaders need to manage the tension between trusting their team members and keeping an eye on things. Many leaders step way over the line on this one. Instead of collaborating with their team members and checking in with them regularly, they spend much of their time checking up on their people, and the balance of the time holding themselves aloof from the team. There is a distinct difference between checking in and checking on.
Managers who check on their team members make four kinds of mistakes:

• The first is that they fail to allow team members autonomy in carrying out their work. Micromanagers dictate chapter and verse of what must be done and how it must be done.
  The more empowering version of checking in would involve giving the team a clear strategic goal, and respecting their ideas on how to meet that goal.
• The second mistake that micromanagers make is to frequently ask team members about how the work is progressing, but fail to provide any real help when problems arise.
• Their third mistake is to look for someone to blame when mistakes happen or things go wrong.
  They would be far more empowering if they guided team members through an open exploration of causes and possible solutions. The consequence of this is that team members end up trying to look good (or at least not look bad) rather than honestly discussing problems and how to overcome them. They live in a permanent Threat (of appearing incompetent) → Anxiety → Defensiveness pattern, and team members’ perceptions of their manager settle into a permanent low place.
• The fourth mistake of micromanagers is that they rarely share information about their own work with their team members. This often includes withholding information that would help them in their work – and this feels remarkably like an over-controlling parent, which causes team members to feel infantilized, and their motivation and effectiveness plummets.

When you micromanage your people, it poisons their perceptions of you and the organisation, causes them to feel resentful and frustrated, and saps them of their energy and motivation. Furthermore, it stifles creativity and productivity – the consequence is a team whose output is lacklustre and whose ideas are nothing better than ordinary. This naturally causes managers to panic, with the consequence that they breathe down their team members’ necks even more obtrusively and criticise them even more harshly. The result of this is that team members hide problems from their managers, causing problems to become crises.
 
So what is the solution? The following guidelines will help:

1. Give the team/team member clear strategic goals that clearly describe the outputs required, any specific standards that the output must meet and any deadlines that must be met.
2. Check in regularly to establish how the team (or team member) is progressing and to ask what support they need in order to continue to make progress. Then provide that support.
3. Use your systems and management processes to monitor output. When it appears that there are problems with output, check in with the team/team member with a view to understanding what is getting in the way. Establish where your support is needed (information; clearing systemic blockages; skill; tangible assistance) and provide it.
4. When problems arise, explore what may have caused them (not who) and possible solutions. Use a problem solving process such as GROW in a disciplined way (see http://www.mindtools.com/pages/article/newLDR_89.htm or http://en.wikipedia.org/wiki/GROW_model ).
5. Share information generously – all information that will help with the work, as well as information about your own work. The less people know about their work, their manager’s work and the company, the lower their perceptions of their manager and their company.

 
Given that we are now working in a world where teams will increasingly be working remotely from each other and from their manager, this is the perfect time for micromanagers to learn to let go of the need to constantly know what is going on (which is all about you and your insecurities) and focus on two really important things:

1. Care for your people - they are all having a VERY stressful time (this article being written during the time of Covid-19) in both their personal AND their professional lives. They need to know you are in their corner and that you genuinely care.
2. Satisfactory output and NOT perfect input - are they getting the work out well enough? This is not a time for constantly insisting on excellence - as honourable as that may be. This is a time for people to ask themselves "when is good enough good enough?"

If this article speaks to you and you’d like to make some personal changes in order to better lead your team and your business, look at this great offer: http://www.leadershipsolutions.co.za/coaching-offer.html​

Of course, many new managers make the mistake of micro-managing their new teams in their zeal to demonstrate that they have it all under control. If you have a newly appointed manager in your team, check out this great online self-study programme that will help them to set things up right with their new teams: https://bit.ly/2NE1AqH 

This article is based on the ideas of Teresa Amabile and Steven Kramer as contained in their book “The Progress Principle”, published in 2011, Harvard Business Review Press).

I've called this a myth because if you think you can get away with this you are in for a nasty surprise. If this is you, I am pretty sure you are experiencing immense frustration with some or all of the following:

1. The performance of the team (or individuals in the team) is inconsistent and not where you would like it to be.
2. People are not making decisions and not solving problems effectively;
3. People are pulling in opposite directions, not supporting one another or even getting in each other’s way;
4. There is gossip, dissatisfaction and grumbling;
5. People are disengaged and appear uncommitted.

 
We simply cannot get work done effectively through our teams if we never meet with them. I wonder if we never meet with them because our meetings have seemed so pointless in the past. Meetings must be purposeful and effective if they are to have the desired effect. The purpose of regular meetings includes the following:

1. To set direction and ensure the team is clear on what it is trying to achieve – in other words to discuss and reach agreement on where we are going and how we are going to get there.
2. To review progress – to reflect on what we are trying to achieve and what we are actually achieving;
3. To learn – what are we doing well; what are we not doing so well; what can we learn from this;
4. To correct course – what do we need to do differently or pay attention to going forward;
5. To collaborate in finding solutions to problems affecting the team and making decisions that require the engagement and commitment of the team.

 
So how can you make sure your meetings are effective? Here are some ideas:

1. Have a clear agenda with items phrased as questions to be answered or decisions to be made (e.g. How is our actual performance tracking against our targets?) Invite input from the team for the agenda. Assign a specific amount of time to each agenda item. Circulate the agenda with any documents team members must read in preparation for the meeting.
2. Have a clear starting and finishing time. Start on time. End on time. Manage the amount of time spent on each agenda item. If you don’t finish your agenda by the end of the allotted time, schedule another meeting. Do not run over time. It is inconsideration. Team members have other commitments and plans for their time.
3. Get the team to agree on some meeting ground rules, such as:
   • Stay on track. If we go off track we all share the responsibility to bring things back on track – even if the boss is the one who has taken it off track.
   • Everybody must speak once before anyone may speak twice. (It is a good idea to go around the table from person to person giving each person an opportunity and a responsibility to give input on the agenda item. This ensures that everyone contributes and makes sure your meetings don’t turn into a talking competition. This will make the discussions shorter as well.)
   • Don’t indulge stories – once we get the picture move on.
   • Keep your contributions relevant to the agenda item.
   • Agree on what you will do with topics that need discussion even though they are not on the agenda. Will you set another meeting or have time for “Other business”?
4. Make sure the agenda item is dealt with – the question must be answered or the decision made. Ask the questions:
   1. Who will do what?
   2. How?
   3. By when?
   4. What could get in the way?
   5. What will you do about that?
   6. How and when will we get feedback on progress/completion?
5. Make it possible and necessary for everyone to participate. If they have no contribution to make, why are they there?
6. Make sure the team finds the meeting effective. End meetings by asking the team:
   1. What did we do well in this meeting?
   2. What did we not do well in this meeting?
   3. What must we do differently next time?

If this is a challenge you experience and would like to consider working with me as your coach, email me: [email protected]. We will set up a time to talk about your challenges. If the chemistry works, we can get started within a week!

Science is showing us over and over again that the single greatest inhibitor to performance is fear. As a method of extracting peak performance from people in any sphere of activity – work, sport, relationships – it fails every time. Why is this so? It is about survival – and in the corporate jungle only the fittest survive.
In the workplace, only those people who can defend themselves against threats to their survival and demonstrate their fitness (competence) will last and increase their chances of advancement. Defensive behaviour is the same in everyone (and in all animals). When a person perceives a threat to her survival (appearing incompetent or losing his job) it creates anxiety (fear). This causes a hormonal response that shuts down the pre-frontal cortex (the thinking part of the brain). The person then defends against the threat using a fight, flee, freeze or appease response. This is called the threat – anxiety – defence response. 

The manager who is always telling people that they are stupid or useless, or telling them that they don’t know their jobs or are going to lose their jobs is going to make his people fearful or anxious. As a consequence, their thinking brains will shut down and they will fight (get aggressive, defend themselves or blame other people), flee (withdraw and try to fly under the radar), freeze (become paralysed and unable to take decisions or act) or appease (apologise, try to make nice, anxiously try to please). 

The threat – anxiety – defence response sets up a vicious cycle. Here is an example:
Your boss is in a meeting with an angry customer. The customer asks her a question to which she does not have an answer. Your boss feels this as an attack on her competence (threat) and this provokes an emotional response in her (anxiety). She angrily promises the customer that heads will roll and heads back to the office. At the office, she calls you in and hauls you over the coals for not doing your job properly (threat of appearing incompetent), you feel anxious and angry (a double hormone whammy) and angrily remind her that you had been waiting for her to make a decision and come back to you. The only reason you had given her no feedback is that you were awaiting her decision so you could take action. So actually it is not your fault at all (defence). This does not go down well with your boss, who experiences the second attack on her competence in one day and … etc. etc. You get the picture.
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People who are afraid will never perform well or take the initiative:

1. Their brains cannot think because the pre-frontal cortex shuts down.
2. They do not have the confidence to act because, if they get it wrong, their survival will come under threat – again.

If you want people to perform, managers must do the following:

1. Admit that team members may be fearful and take responsibility for putting that right.
2. Make it safe for people to report errors or mistakes, and treat them as opportunities for the whole team to learn. If you don’t, people will continue to hide their mistakes (can you blame them?) Better still, acknowledge people for having the courage to report errors or mistakes.
3. Resist the temptation to yell, accuse people of being incompetent and threaten them with the loss of their jobs. That is the thing they fear most and it will cause their brains to shut down. It will also cause them to disengage from their work.
4. Make the effort to connect with your people. Talk to them. Thank them. Show an interest in them, their work and their lives.
5. Do not pass on any unhelpful stuff you experience with your own boss to your people – have the strength of character to act as a buffer. 

​I have really struggled through the last 2 weeks. The first 3 weeks of lockdown were not too bad. I discovered that I really like this way of working – going up to my office, being able to write, seeing my clients online, and all while looking out at my lovely garden and my beautiful view. I was excited at the opportunities that this time of Covid-19 might bring, despite the inevitable hardship. The idea of no longer having to get up at 3.45am in order to catch a 6.00am plane to get to clients in another city was replaced with the anticipation of being able to work with clients anywhere in the world, because they would have had personal experience of how a virtual coaching session can be completely satisfactory. I understood that I would have to adapt to the online world in terms of my marketing, and that I would need to work out how to build relationships with prospective clients despite not being able to actually be in the same room with them.
Then last week I just felt sad. My son is stuck in Vietnam unable to work and unable to come home. I can’t do anything to help him except send money (some things don’t change). My mother lives alone in a retirement facility and has been confined to her flat. Furthermore, she has always resisted technology, so she does not even have the benefit of video calls and family chats – and I can’t do anything to help her except call her every day. Dear friends of mine are losing their businesses. Under any other circumstances, I would be providing them with coaching in order to find ways to survive and thrive – but the current circumstances provide almost no wriggle room.
I was kind to myself last week – I allowed myself to be sad. I recognised that I was dealing with a kind of grief – the loss of all that was familiar; the loss of my familiar ways of connecting with clients and prospects; the loss of the ease that had characterised my working life. I reminded myself that it is ok to have a meltdown; I don’t have to be strong every single day; I don’t always have to put a positive spin on things. Sometimes things just suck and it’s ok to feel sad about that.
Then this week came around and I really struggled to find the energy to do what I know I must do. It felt like I was having to dig really deep every single minute of every day – and I really couldn’t find the energy to do so all the time. I took this to my regular session with my Coach Supervisor, Graham. I asked him to just coach me through what was happening to me. I came out of that session with some really powerful insights that might be useful to you.
Graham immediately connected my malaise with my enneagram. I am an 8 – a dominant driver. I make the world manageable and safe by taking charge and being in control. I have broad shoulders and a pretty thick skin; the capacity for a heavy workload and a high work rate; I am adept at figuring out how to respond effectively in almost every situation; I am most comfortable when I am in charge; being in control and having things under control is my happy place. On the flipside, powerlessness makes me feel extremely vulnerable – and 8’s do not like vulnerability at all. It threatens their sense of being capable and effective people. The most frightening place for me is where I cannot figure out an effective way to respond to a difficult situation. I realised from my discussion with Graham that this really is the first time in my life where I have felt utterly powerless. On every other previous occasion where things have been difficult either in business or in life, I have been able to figure out how to take charge and work things out – but I was feeling the vulnerability of simply not having an answer. And in feeling so utterly powerless, I was allowing myself to catastrophise. I remember using some really dramatic language around “this government having its boot very firmly on the neck of the people”, and “if they wanted a Venezuala, then this is just the perfect storm!” This is not like me at all. I am not a conspiracy theorist. Generally I am an optimist. One of my axioms is “Everything works out in the end, and if it hasn’t worked out yet, you haven’t reached the end.”
Having had the insight that my malaise is about powerlessness, the balance of my coaching session was about reframing my current circumstances, and figuring out how to take back some power.
But something else happened in that conversation - I shifted my attention to my clients, who are generally executives and senior managers in large companies. Many of my clients are also enneagram 8’s and I am sure that many of them are having their own struggles with powerlessness. That sense of powerlessness will manifest in different 8s in different ways. Because I work alone and don’t have a team that I need to manage and inspire to get things done, I went into my malaise (and not a little grumpiness). But leaders of teams will often do the complete opposite. They will move into intense activity and “pushiness” in order to salvage the situation and save the day. I have clients who, through lockdown when sales activities had all but come to a halt, were in virtual meetings from 8.00am until 6.00pm. What were they talking about? And with such intensity? The 8s were hustling to wrestle back some control - whether it was control over a team that is working remotely, or control over the inevitable financial crisis that their business faces. Typical behaviours when 8s feel under threat are to dominate, confront, be forceful, impose their will and vision, be brave and forge ahead, no matter what. (But that doesn’t work very well when you work alone!) What gets lost is the open-heartedness and caring that is true of 8s when they are at their best.
I think there are 2 topics here. Firstly, if being in control is your familiar place, what do you need to do to regain a calm sense of personal effectiveness despite the fact that there is so much going on that is outside of your control? Secondly, how should you lead your team so that you create a sense of calm and give them the sense that there are things they can do to exercise at least some influence or power despite the impact of outside circumstances over which they have no control at all.
The starting point is to recognise the vulnerability that you experience because of powerlessness, as well as the negative impact this has on your thoughts and your behaviour. Consider using these questions to help you:

• What am I feeling that is so intensely uncomfortable right now?
• What are the thoughts that have given rise to these feelings?
• How am I showing up / behaving that is directly related to my feelings and thoughts?
• How is this further impacting on my thoughts and feelings?
• How is this impacting on my team members?

Then you can tackle some of your thoughts and test whether they represent some form of truth or if they are unhelpful assumptions and catastrophising. Graham asked me to reframe or challenge some of my thoughts, and one of them was the “boot on the neck of the populace” thought. Is that really what the government is doing? Is that really what Cyril Ramaphosa and Nkosazana Dlamini Zuma are doing? Then my compassionate capacity kicked in and I was able to wonder if people who had such a negative agenda would look so utterly exhausted all the time. Surely not.
Maybe these questions will help:

• Which of your thoughts are true? Which are untrue? And which do you not know ithe truth of?
• In the case of the thoughts that are untrue, what truth is more likely?
• Where you simply don’t know, what alternative assumption would be more helpful?

Finally, you can identify areas in which you can take back some power. For me it was about the fact that I know there are certain things that I must do every single day in order to build relationships with new prospects in a world where I cannot go and meet them. I must phone at least 2 clients every day, just to connect and see how they are doing. I must post an engaging article, quote or video clip every single day in order to be in front of my prospective market. I must respond in an generous and engaging way to posts by people either in or connected to my market. I think of these as my 20 Mile March.

• What do you need to do every single day in order to “impose order amidst disorder, discipline amidst chaos, and consistency amidst uncertainty” (Jim Collins)?

The second area to think about is your team. How can you help them to also “impose order amidst disorder, discipline amidst chaos, and consistency amidst uncertainty”? When under intense pressure, 8s forget that they are dealing with team members who are also struggling. 8s come into their own when they are able to “use their strength to improve others' lives, becoming heroic, magnanimous, and inspiring”. Consider these questions:

• What does each of your team members need from you right now? Don’t guess! If you don’t know because they haven’t told you or because you don’t know them really well, then ask!
• How can you help your team members to impose their own order, discipline and consistency? This is probably a coaching or mentoring opportunity?
• How can you inspire your team to be courageous during these times?

During the course of May I will add to these thoughts. If you are interested, please connect with and follow me on LinkedIn or follow my Leadership Solutions Facebook page.
If you think anyone else would find this article useful, please share it. 

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​“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness, it was the epoch of belief, it was the epoch of incredulity, it was the season of Light, it was the season of Darkness, it was the spring of hope, it was the winter of despair.” These are the opening lines to Charles Dickens’ A Tale of Two Cities. If they had been written in 2020 they could not have been more appropriate!
I’d like to share with you the story of two people – Darby and Joan. Both successful businesspeople, Darby ran an engineering business with 65 employees, and Joan was the Sales Director of a large corporate. Darby had always been described as laid back. Always calm, nothing ever seemed to phase him. Joan was more highly strung. She worried a lot; often reacted too quickly to issues without taking the time to gather the facts; was given to high highs and low lows. She was exceptionally good at her job and her sales teams all did really well, but it was always at quite a high price emotionally. When the Covid-19 lockdown happened, as you can imagine, Darby and Joan responded very differently.
In the days before lockdown, Joan found herself in meeting after meeting with her principals in the European head office. They worried about adjusting forecasts, getting deposits in before lockdown, adjusting salaries downwards for non-essential staff and making sure that all deliveries were completed before lockdown. She had no time with her team except for half an hour on the day before lockdown when she breathlessly emphasised how important it was that they make sure that they don’t lose a single sale during this time.
During lockdown, she was all over the place. On and off social media, back and forth between her emails and phoning her team members to ask for progress on pending deals and new quotations. She continued with her daily meetings with her European head office and only discovered at the end of week 1 that she could have a team meeting on Zoom. When she did have a team meeting it was business, business, business. She seemed not to have the emotional capacity to deal with her team members’ fears and concerns.
She slept badly and was up in the early hours of the morning trying to figure out how to achieve the sales targets after lockdown – after all there were only 8 days/7 days/6 days to go. She was distracted when she was helping her children with their school work, and struggled to follow a routine every day. She endlessly ruminated over “what if this, and what if that”.
Darby, on the other hand, spent some time with his team before lockdown deciding how they were going to handle things. He wanted above all else to make sure that jobs were saved and that the business would be able to ride out the lockdown and recover quickly when it was over. He and the team agreed on various tactics that they would use to achieve that, and then they talked to the wider team and agreed on how they would proceed during the initial lockdown, and what they would do if the lockdown were extended. They agreed on how they would stay in touch with each other during the lockdown. Darby made sure he and his other managers were set up properly to do whatever business they could remotely. They got in touch with all their customers personally and informed them of the plan. Darby also contacted his bank to defer his bond payments on the business premises and some capital equipment payments for a few months so that they would have working capital when this was all over.
Following conversations with his wife and children, he designed a daily routine for himself that included waking at the normal time, an exercise regime of an hour, time during the morning to attend to business, lunch with the family, household chores and projects in the afternoon, followed by family story time and dinner. He and his wife also agreed that their children would do a certain number of supervised hours of schoolwork and how they would share this load.

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Then Darby, being the measured, laidback soul that he was, proceeded to live in exactly this way. He took one day at a time. He refused to indulge in the excitement about “when we go back in 8 days/7 days/6 days time”, and was mindful of how much attention he paid to social media. He checked in twice a day and was very circumspect about how much credibility he gave to much of what he read. He stayed in touch with his team, encouraging them, calming them down, reminding them not to worry about what would happen after lockdown or ruminate over “what if this and what if that”. When they did venture into “what if” territory he would say “Well what if that happens? What will you do?” and stay with it until they at least had some actions that they would take in the event of that “what if” coming to pass.
Of course he was concerned, as any business owner would be, but he kept his attention in the present, and paid attention to what was under his control at that time. He regularly phoned his customers to find out how they were doing and how they were feeling about their businesses, taking time to encourage and calm them in the same way he did with his own team. He used his time to learn about new engineering processes that he wanted to explore, learning new skills and working on various household projects and hobbies that he had never had the time to before. And he stayed in touch with his friends and family, encouraging them and lightening things up for them.
He was optimistic about a number of things: that lockdown would end; that times would get better; and that the economy would improve. After all, bad times always roll around to better times, and the world economy has always recovered.
This time of Covid-19 and worldwide lockdown is causing us to draw on our very best selves or risk spiralling into despair and mental illness. Never has it been more important for us to “mind our minds”.
It has been said that the mind is a faithful servant but a tyrannical master. We can see exactly how this played out with Darby and Joan. Notwithstanding their different personalities, Darby and Joan clearly had different levels of mental discipline. For whatever reason, Darby has excellent skills that enabled himself to “mind his mind”. Let’s have a look at what they are:

1. He recognises that he has a responsibility to other people – his wife, his children and his team – and understands that how he behaves will influence how they feel and behave. This is such an important leadership quality – the recognition that it is not just about how you feel. It is about how other people feel. If you want people to be cooperative, calm and thoughtful during a crisis, then the leader must create calm. Just by putting the needs of others before his own, Darby created calm for himself – after all, it is impossible to create calm for others if you are an anxious, worried mess yourself.
2. He decides what is important right now – and in the case of his business, what was most important was that they all pull together so that the business and all the jobs could be sustained. He also needed some backing from his bank, and asked for it.
3. He focuses on what is within his control and brings other people back to what is in their control when he talks to them. Within his control are his thoughts, his routine, his contingency plan (in the event that the “what if” happens), his conversations with his team and his customers, his impact on his children.
4. He sustains optimism without obsessing about what life will be like when this is all over. Optimism is the quality of being hopeful about a positive future. It is not necessarily attached to a specific positive future. It might best be captured in this quotation that I love: “Everything works out in the end, and if it hasn’t worked out yet you haven’t reached the end.” So he doesn’t count down days because that will only result in disappointment if lockdown is extended – but he does speak about the likelihood that things will change and improve and that we may return to a nicer world than the one we left behind.
5. He does not allow himself to be tormented by endless “what ifs”. When my clients play “what if” I always respond with “Well then answer the question! If that happens, what will you do?” This is a kind of scenario planning exercise – when you know how you will respond if your fear comes to pass, it takes some of the power out of that fear. In fact, this is exactly the approach I have been taking with clients who want to talk about life after lockdown. We don’t have a crystal ball, but we can explore the possible scenarios that could play out and think about how we will respond to each one.
6. He sustains a routine. Healthy routines build our resilience during the best of times, and are especially important during the worst of times. Having a reason to get up in the morning, staying fit, having goals in the form of your domestic chores, projects and hobbies, having set meal times and family time, all create a structure and predictability to your day that keeps you and your family resilient.
7. He reflects several times a day on the blessings this lockdown has given – time to learn new skills and processes; time to work on his projects and hobbies; story time with his children every afternoon; time to play with his children during the week; time to talk to people; and regularly notices how lucky he is. In doing this, he notices that this time is full of gifts.

These are all skills that Joan seems to lack. She is unable to create calm for her team because she is unable to create calm for herself. Focusing on sales at a time like this is the last thing her team members and her customers need. What they need is calm, care and encouragement. She needs to take her attention off herself and focus on what her team needs from her – just that is a powerful way to mind your mind. Making other people’s concerns more important than your own will diminish the magnitude of your personal concerns.
The time will come soon enough when they can worry about targets – but right now, when nobody can get out there, when nobody is buying and when everyone is worrying about how their businesses will survive is not the time to be pushing the numbers. Reminding people that “this too shall pass” would be more useful. Joan’s attention is in the future, on things she cannot control and on needing to know what will happen – all redolent of someone who is a slave to their mind. She needs to learn to stop herself from doing these things. She needs to notice when she is doing them and bring her attention back to the present moment and those things she can control.

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In the inimitable words of M. Scott Peck:
"Life is difficult.
This is a great truth. One of the greatest truths. It is a great truth because once we truly see this truth, we transcend it. Once we truly know that life is difficult - once we truly know and accept it - then life is no longer difficult. Because once it is accepted, the fact that life is difficult no longer matters." (From The Road Less Travelled).

The world over, life is difficult. What tends to vary is the source of the difficulty. It may be the economy. It may be health. It may be family issues. It could be the internal politics of your company. There are as many sources of difficulty as there are people. 

In my coaching practice, my clients are dealing with the following sources of difficulty:

• declining markets;
• disruption to the normal flow of things because of the corona virus causing delays in manufacturing, imports and deliveries as well as disrupting access to overseas markets;
• headcount freezes because of real or anticipated economic slow down resulting in having to do more with less;
• having to shave margins to the bone just to compete (which I've heard called "the race to zero margin");
• toxic workplaces where people are constantly on edge, where bullying is rife, and where people always feel like they have to watch their backs;
• pressure from overseas holding companies because they have problems (even if your local operation is flying);
• rolling out new initiatives and piloting new business models under global scrutiny;
• having to manage teams that feel overwhelmed, undervalued, and fed up while trying to inspire excitement about some vision that currently feels like a pipe dream.

And that was just last week!

Almost inevitably, when life is difficult, we focus all our energy and attention on managing that difficulty. As a consequence, we start doing things that actually make things more difficult for both ourselves and those around us. Let's consider some examples:

• we spend more and more time in meetings that are not productive and are less available to our people;
• we work longer hours in order to meet tighter deadlines;
• we stop taking lunch breaks;
• we eat more junk and eat for comfort more often;
• we sacrifice exercise because we are too busy;
• we zone out on social media more often because we are too exhausted to actually engage with our spouse or children;
• we use booze to relax and pills to get to sleep;
• we rush from meeting to meeting, walking too fast and looking too intense or stern and talking too fast and listening too little;
• we carry with us a pervasive anxiety that just sits in the pit of our stomach creating this feeling of impending doom;
• we obsess on the bad news that is all around us which only adds to our sense of impending doom.

Sound familiar? Did I just make your day even more difficult?

These behaviours are how we respond to the difficulties that are part of life when we have not made peace with the idea that life is difficult - and what we are dealing with today just happens to be the present source of difficulty. And, as with all things, this too shall pass. And then things will be less difficult, and then things will get difficult again. 

The point I am making is that the difficulty you are experiencing now is part of how life works. It may feel unusual or special in some way, but it isn't really. And the sacrifices that we make in terms of self-care and care for others does not help us through the current difficulty - it actually makes things worse. When we sacrifice self-care we ensure that it is our lower selves that we are pitched at our difficulties, when the situation really requires the highest version of ourselves. When we sacrifice self-care we communicate to others that this is what is expected and what is required - with the result that those around us also bring their lower selves. The characteristics of our lower selves include:

• impatience;
• anxiety;
• short-tempers;
• fear-based thinking (which is thinking of a far lower quality than the thinking that happens when we are calm) resulting in fear-based decisions.

When life is difficult it feels right that we should be pushing the hours, working harder, taking less time for ourselves and others - it feels like this is what we need to do to get over the hump. But trust me. This hump will be replaced by another hump, and then another one. So what do we have to do?

1. Accept that your current difficulty is your normal for now. It is what it is. It's not special. It's not unusual. It just is. Ask yourself this question: if you knew that this situation was what you have to look forward to for the rest of your life would you carry on the way you are? Or might you think "The hell with it! I might as well take care of myself!"
2. Get some perspective. Get off the playing field and up onto the balcony and take a look at what is going on on the field. Do this with someone you trust who is not on the field too - a coach, a mentor, a friend who you know will help you gain some perspective. Gaining perspective is about:

• creating some distance between you and the current difficulty;
• getting clear on priorities;
• working out a game plan to address the priorities; 
• deciding what not to focus on for now.

3.  Put some essential disciplines in place:

• exercise time;
• eat away from your desk;
• eat good calories. Your brain is an energy gobbling machine. Don't feed it garbage. Garbage in, garbage out;
• set limits on your working hours and boundaries between work and home. For example, eat breakfast and dinner at the table with your family and without devices; work longer at the office if you must but then don't work at home; or do an hour of work before the family is awake and then have breakfast with the family;
• sleep: know yourself. If you are an 8 hour per day person, then that is what you need. Sleep is essential to your productivity and effectiveness;
• block out time for your people. Life is difficult. They need access to you;
• take time out. Find a relaxation practice that suits you: a walk in nature; a mindfulness meditation; listening to flowing water; something that will slow down your racing mind;

4. Make a To Don't list. When life is difficult, we have to decide what we are going to put down. 

• What meetings should you not go to? What meetings just shouldn't take place at all? Would everyone's life be easier if there was a Friday ban on meetings? Should meetings be limited to 40 minutes? Should you have your meetings standing up?
• What responsibilities should you delegate or just put down for now?
• What tasks or responsibilities need to be executed in a leaner, simpler, less engineered way?
• During which times of the day will you not be available to take calls?
• Is there anything else you need to NOT do because it adds little value and is making life more difficult? Is there anything your team should NOT do for the same reasons?

5. Slow down! Walk more slowly. Talk more slowly. Listen more attentively. Don't make fear-based, knee-jerk decisions. They create as many new fires as you think you're putting out. Fear-based behaviour on the part of a leader creates panic and anxiety. Your job, when life is difficult, is to create calm.

• Practice asking more questions. When life is difficult the quality of your thinking is paramount. You don't have to have an instant answer. You have to have a quality answer. Ask questions until you have looked at the issue from every angle. Then make your  decision. 
• If at all possible, sleep on your decisions. This will slow things down a bit, and will also allow your subconscious to apply itself to the issue and make sense of things in a way your conscious mind does not. Identify what decisions must NOT be made until you are sure they will result in quality actions.

6. Find moments where you can have fun. Play with your children for half an hour. Go on a date. Play a silly board game. Laugh! The release of endorphins when you laugh counters stress hormones and improves immunity, as well as contributing to an overall sense of well-being.​

​7. Make time for your faith practices, if you are a person of faith. Knowing you are not alone is hugely positive for your sense that you can get through whatever difficulties you are dealing with. 

When life is difficult, self-care is key. The tactics I've described are all about taking care of yourself - and many of them will also take care of your people. When your people are struggling with the same difficulties that you are, or some of their own, these tactics will help to build their resilience. Self-care is absolutely vital to building resilience - in yourself and in others - and resilience is what gets us through the tough times.

When life is difficult, our default is to dive into action. Most of these tactics are counter intuitive, so you won't trust that implementing them all at once will do anything except create more problems. So start with one thing first. My own recommendation is that you start with some form of relaxation practice or exercise regime - but it's horses for courses really. Just start with one form of self-care. Then as you see that it actually helps, you could add another and another. And remember to care for your team as you care for yourself. They share your difficulties even when yours are personal.
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