Motivating People: Peace at Any Price: Not Worth It

03/06/07

Many of us who write about morale and motivation tend to focus more on non-supervisory employees than on members of management.

Not this month.

A pal of mine in middle management told me recently about a situation in her office that, I’m sure, is all too common: Her boss regularly makes compromises and exceptions to pacify a handful of outspoken and marginally competent rank-and-filers. This has caused enormous morale problems among her supervisors.

“She’ll issue directives about job assignments, work hours, break times, and other work rules for us to relay to the workers in our departments,” my friend said. “Then she’ll smile and make nice with the worst offenders and goof-offs when they go in and complain. They all think she’s wonderful and that their supervisors are monsters.” Moreover, this higher manager either ignores or won’t acknowledge supervisors’ reports of substandard performance or unacceptable behavior by these manipulative complainers.

Tired of being short-circuited by their boss, the supervisors now treat the malcontents with kid gloves. “There are no rules,” said my buddy. “She’ll change anything. When one of the vocal few complains, Little Mary Sunshine calls in the supervisor and coos, ‘Talk with them. See what they need. See what you can work out.’ That’s her code for give them whatever they want.”

Her hypocritical leadership has destroyed lower managers’ morale and encouraged their most obstinate people to act like spoiled brats whenever a boss won’t bend the rules to suit them. Top management thinks Miss Sunshine is marvelous because she appears to be the head of one big happy family, but her subordinate managers hold her in contempt.

I’m convinced that one of the most valuable qualities a manager can have is firmness with fairness. Supervisors who report to you need assurance that you won’t undermine their position by pressuring them to make exceptions or apply double standards to the squeaky wheels. Do that, and you’ll earn their support and respect. Do otherwise, and you’ll lose it.

Peace at any price? You really can’t afford it.