How often have you said or heard one of your managers say, “I would love to be able to increase my teams’ performance?”


If increasing your team’s performance is your goal, you may be chasing the wrong target. Performance is a by-product rather than a goal in itself,  as with happiness in a relationship.


Like high performance, happiness is a desired state; yet if we chase it, eludes us.
Neither can successfully be established as the primary goal. 


Happiness (as with performance) is the result of something – for example meaningful work or a good marriage.  Happiness is the result of focusing on establishing understanding and respect in a marriage, not of a focus on happiness. In the same way, high performance comes by focusing on developing key elements in your company, not by focusing on the performance itself.

High-performing companies have three key elements: a clear, compelling strategy in alignment with the company values and people committed to the cause.

Clear, Compelling Strategy

Remember playing broken telephone – you all sat in a circle and one person initiated a message which was then passed around the circle, whispered from ear to ear until the last person repeated aloud what they heard?  Usually, it was a garbled distortion of the original message.  Company strategies are often communicated in a similar fashion.


A strategic communication approach, where it is left for each level of leadership to communicate to their direct reports, has the same ‘broken telephone’ effect. Understanding (and commitment) decreases with each communication at each level it is passed down. Even if the strategy statement remains clear, does it engender commitment?  Does anyone care? A professionally worded statement may be clear, but is it compelling?


For a strategy to translate into focused performance, it must be clear and compelling.


Imagine the focus in a company where everyone has a clear picture (and can tell you in their own words) of the company’s reason for existing, where it is headed, and what its strategy is.


If you want to test the uniformity of the direction your employees or team are working towards, survey (formally or informally) and check the uniformity in understanding of:

  1. Why the company exists?
  2. Where is it headed?
  3. What is its strategy?

Personalisation of a clearly communicated, well-understood strategy may well give you as many different wordings as people, however, you will be able to tell if they’re all describing the same picture.  If they “get it”, they will have personalised it.

Alignment

Apart from other obvious benefits, a clear picture of the company’s strategy and goals allows alignment with personal goals.  This strong tangible connection between personal and company goals means the company’s agenda is their agenda. Companies that show the “performance difference” have a strong alignment between personal and company goals and philosophy.  They are open in their communication around goals and expectations.  They are a partnership grounded in an understanding of simultaneously moving employer and employee towards their strategic goals.  Synergy is the product of this partnership.


VeriFone doubled its revenues in 5 years (to more than $300 million) and former CEO, Hatim Tyabji, was very clear about the importance of alignment between personal goals and company philosophy, expectations, and direction.  They used alignment at the recruitment stage. Before hiring a new employee they were very clear about the quid pro quo of life at VeriFone. The quid pro quo, in return for all the freedom we offer, is a tremendous emphasis on accountability.  Some hear the message and realise “This is not for me.” Fine. Others start but do not fit the mold and leave.  Left, are those who align and this is seen as integral to the company’s success.

Energy, Initiative, and Commitment

Alignment leads to personal commitment.  A personal commitment to the success of the business unlocks a passion that energises us.  A community of people committed to the same thing not only feeds that energy but also increases the accountability and the expectation of success.  The focus isn’t performance – the focus is building a company of people committed to a clear and compelling strategy; people whose personal agendas are met by meeting the company’s agenda – performance is the result.


When the focus is performance the interaction between the company and employees becomes transactional which undermines commitment.  However, personal commitment is made stronger by being part of a community (all who work for the company) who are committed to the same agenda.

The result?
Even obstacles are approached with initiative and a commitment to seeing the strategy work.

A ‘High-Performance Culture’ is the result of a focus on:

  1. A clearly communicated picture of a compelling strategy.
  2. Open communication around both company and personal goals and an expectation that they will be strongly aligned. Even to the point where it is part of the recruitment process.
  3. Recruiting for, and rewarding energy, initiative, and commitment together with a clear expectation of accountability.

Take one of our assessments to gather the right information and capitalise on your team’s strengths

Negative information is often difficult to give

So much so that we often avoid it.How many times have you bitten your tongue even on something critical because to deal with it would have meant letting the other person know that they hadn’t met expectations or hadn’t got it right? As Canadians, we are especially good at compromise and being politically correct.  Perfecting being nice, however, comes at a cost.

Respect demands that we tell and are told the truth. 

Honestly said, as hard as it may be to hear, don’t you would want to know the real message your boss or colleague is too nice to tell you? You are intuitive enough to pick up that something isn’t being said, but if s/he doesn’t tell you the truth you are left guessing.  Even the hard truth shows you more respect and is better than a ‘nice’ half-truth or silence… as long as it is motivated by respect for each other.

Harmony at all costs isn’t harmony at all

When you have to go home and tell your dog all the things you couldn’t say to your colleague, there is nothing more than a façade of harmony and the beginnings of a deteriorating relationship.  This is costly business behaviour.  We operate in an increasingly complex world that requires a way of being where our strength is determined by the strength of our teams, not the individual star players.  A team without strong, trusting, honest relationships is not a team – it is merely a collection of individuals. The problem with not communicating honestly about different values, perspectives, or expectations is that they don’t go away.  Instead, the person goes away none the wiser, and trust is slowly eroded.

In employment law, precedence overrides contract

This is also true of how people interact with each other.  You may have an agreed expectation around punctuality for meetings.  This is your ‘contract’.  How you deal with lack of punctuality creates precedence and sets a new default expectation or contract.  So, if you uphold the expectation by starting on time regardless of who is late or by taking it up with the individuals who are late and reinforcing the expectation, you uphold your contract.  However, if you allow people to arrive 5 then 10 minutes late and adjust your agenda to fit into the remaining time – they will assume you weren’t serious about punctuality, and “arrive within 10 minutes of scheduled time” becomes the new contract.  So, by being “nice” and avoiding the issue, you have unwittingly redefined the expectations.

If not being upfront creates unwanted results, why do so many people still resist confrontation?  Three possible reasons are:

1. How you see confrontation:  If just the word confrontation makes you want to run in the other direction, it’s probably time for a new perspective on what it means to confront or deal directly with issues. The dictionary has a number of definitions for “confront”, only one of them involves hostility, yet that is the one most commonly held – that to confront is to be hostile.  The other two definitions; “meet or stand facing” and “bring face to face with” are much more useful starting points in confronting situations that need dealing with.

2. How you see others:  If you see confrontation as hostile, it may be because you hold certain assumptions around the unmet expectations that leave you in a hostile frame of mind.  Separating observable facts (he is consistently late for meetings) from assumptions (he is incapable of organising his time effectively) allows you to confront the issue without hostility towards the person. If performance is not meeting a manager’s expectations and they bring the individual “face to face” with the shortfall with a developmental intention, they are respecting the individual by trusting them to use the opportunity to learn and to improve.  This, of course, assumes that the manager believes the individual has the capacity to meet the expectations and does actually respect them. Suspending your assumptions allows you to focus on increasing understanding of what each parties’ expectations and accountabilities are, thus insuring that precedence supports and doesn’t override contract.

3. A willingness to be confronted by others: As leaders, we need to model both speaking and receiving truth.  It is important that we create an environment that makes truth-speaking safe.  That means you expect others to be upfront with you and to confront your thinking and/or actions when doing so serves the teams’ raison d’être. You thank them for their input and loop back to them once you’ve processed how feedback has helped you and the team.

If you are serious about leading, don’t buy into the superficial façade of political correctness.  Rather aim for true harmony which uses confrontation to bring people face to face with their observable behaviours.  Have the courage to hear when others confront you and the commitment to confront them for the sake of building truly respectful, trusting relationships.  After all, as the leader, it is your job to ensure that the collection of individuals becomes a team.

Gil Davidson is the founder of Advantage Management Consulting, specialists in “Life-Giving Leadership” of self and others.  By combining her business administration degree with a wide range of Human Resource experience in South Africa, New Zealand, Britain, and Canada (as well as running her own business since 2002) she brings a good understanding of business priorities and people dynamics.