Here Comes the Hammer

A smirky demeanor.  An eagerness to deliver bad news.  A willingness to be the bad guy.  It’s the callousness that might accompany the final step of employment for an individual.  Have you seen it?  Are you guilty of being this person?

From a humanistic standpoint, there is satisfaction in watching a poor performer lose.  It’s why movies like “Working Girl” or “9 to 5” are shown on TCM.  The plot lines are classic and stir up in us a desire to see someone pay for taking credit for the work of others.  We want to see that perpetrator fired.  We want to see the hard-working underdog get his/her retribution and overdue recognition.  Our nature inclines toward a measure of justice, fairness and goodness.

And yet, when a termination has to happen, even if for those reasons, do we in human resources lose our composure and impartiality?  Think about why Roz, the HR Manager, in "9 to 5" is believable.  And though we’re not judges, we do represent the larger picture for the organizational culture we seek to encourage.  If we’re cruel with someone’s feelings or circumstances, then others who work in the organization might view our approach as exemplary of how things are done at the company.  What was just about a termination might now open the door for sub-par treatment in other employment relationships.

Consider:

• Gossip – How many people really need to know about the termination?  The temptation to share with at least one other person is real.  And while that may not tempt you, it may be that the HR team has taken to inter-departmental gossip about a particular person’s departure.  We call that “safe” since it’s among the HR staff.  Is it?  What is our example to our junior staff members?  If we complain that HR is not included in some other components of the organization’s function and development, perhaps it’s due to the known loose lips of the HR department, even amongst each other.  Gossip is only about making you feel better about yourself, pure and simple.  Listen to what you’re saying about others as you share.  Would you just die if those personal notes were being shared about you to others?
• Just Cause – Of course, documentation is a necessary component of any good termination process as it really starts as part of the overall discipline process, but are you building a case out of a real problematic situation or more because you don’t like the person?  I have watched good employees be terminated because someone did not like a personality, a habit, a laugh (I’m not kidding), etc.  Would it be any surprise that people would be afraid to be around an HR department like this?  Who could be secure?  Look at why and how these terminations are occurring.  Validity and consistency of approach are pillars for the HR team.
• Management Training – Every termination is an opportunity to grow management.  Allow each situation to be a case study for discussion, explanation and potential change with management.  Is there something that should have been or could be done better?  Look together at how this termination might spur others on towards excellence.  How do we foster that?  Develop a plan of growth with management for those employees whose cages will be rattled.  Train a manager through this.  Or just settle for the basic thrill of dropping the hammer on someone’s employment.  It’s too easy to merely laugh with management and then be done.  Use every opportunity to grow people.
• HR Support – Why did this employee fail?  While, in certain circumstances, it will be hard to find anything more that the organization could have done to support the success of the employee, it won’t be the case all of the time.  What broke?  Why?  If it means job duty changes, do it.  If it’s about qualifications rather than the duties, then update them.  If a manager is struggling to deal with someone different than him/her, then coach them.  Whatever action has to happen, work out a plan to do it.  Too many HR departments will sit back after a termination and throttle the manager or other employees in the department.  We know best, right?  As we sit in our unapproachable offices sitting on our ergonomic throne, we dictate our truths about our people and our company.  Probably not the best approach.

This employee being fired is a person.  And as simple as this last thought may be, it is classically the one forgotten the most.  He/She has to go home and tell loved ones.  He/She has to deal with what's next.  And while it may be completely the fault of this person as to why the separation is occurring, and we had to act to separate, this person should be treated respectfully in the process.  It may not make for a great movie to end this way, but it makes for a great company when even the separation displays the right kind of response and culture.

Seasons Change

At one point in my life, I was set to get married.  I guess I should back up to explain better.  I am married and I have three kids – Amazing, Amazing 2 and Amazing 3 (and all are that way due to Queen Amazing).  What I mean to say is that at one point in my life, I was set on marrying someone else.  I started looking at rings.  I thought through how I would ask her.  I dropped hints in conversation with her father.  I had dated this young lady for two years.

And yet, it didn’t happen.  We talked.  We realized that we weren’t where we thought we were.  It was awful.  I felt a bit like Lloyd Dobler – “I gave her my heart and she gave me a pen.”  Moving on was the right call, however.  Last I heard she was married.  Me, too.  Good for her.

Moving on is a difficult decision.  As business professionals, how do we determine if it’s time to move on?  I don’t mean just for ourselves, but for those on our teams, too.  For some employees it is easy to see.  Obnoxious behavior mixed with poor work performance.  SEE YA!  It is a simple conversation.  For others, it might be a matter of observation of their buy-in, their spirit, their passion.  Has all of that waned?  Is it being forced?  Are the conversations less fun, only business?  The work might be getting done, but the heart is no longer connected?  Tough call, right?

Surely, the first measure is to have an honest conversation with that person.  Ask good questions about satisfaction, purpose, connection, environment.  Draw out perspective and emotion.  Many of our teammates want to be asked.  The first couple of minutes may be awkward but plow through it.  The fruit of such conversations can alter the fabric of the company.  And sometimes, a trip to Mood is warranted (yes, I watch Project Runway, so?).

However, let’s say that these conversations illicit none of the magic hoped for.  What then?  Go back to the job description.  Is the person doing what he/she is to do?  Does the job description accurately reflect the KSA’s needed?  If collaboration, for example, is needed to do the work and it is not on the JD, then update it.  This will allow for truer dialogue around the duties rather than just a sense of disconnect.  Be mindful, though, to not make the JD too person-specific.  If Joe usually makes the coffee for the office in the morning and he stops doing so, and you sense something is wrong, I wouldn’t change his JD to include coffee preparation (unless he is a Barista).  Look only at the core duties for the role and what is needed to perform it well.

Sometimes, people need a conversation to cause them to “wake up” and look at how off track they’ve gotten.  Sometimes, they need a more formal interaction to do that.  And sometimes, it might lead to a new season for that person and for the company.  Sometimes it’s very healthy for someone to move on, even if they’ve been a decent employee for a while.  Maybe they’ve hit a ceiling and the challenges are few and far between.  Maybe they are at the max for compensation and that takes them down a peg or two.  Maybe they’ve just grown apart from the role.  It happens.

A word to my HR peeps…this applies to you, too.  Some of you need to leave where you are working.  Rough, right?  But I am serious.  You’re too settled, too cranky, too blasé, too distant.  Do a self-check, but also ask for feedback from those who know and work with you.  Staying with a job because you make good money is not helping the company.  Our role is to encourage health and growth within the organizations we serve.  If what we’re modeling is more of a “put my time in” kind of attitude, then we shoot ourselves in the foot.  Trust that your skill sets and aptitudes will open doors elsewhere for you; they can take you to a new challenge where passion and joy return.  Love your company enough to go.

And if you're not ready to go yet, then use the self-assessment and feedback from others to put you back on track.  Raise high the boom box and fight back!

One of my great loves in business is the “fire in your belly” that can grow.  Time does not have to dampen this.  Just because an HR pro or a CEO has been with one company for ten years does not establish some milestone that it’s time to go.  There is a difference between time spent and time served.  Follow?

Seasons change.  There is no question.  I am not in the same role I was in 20 years ago.  I am not in the same role I was in 3 years ago.  And I am not married to the person I almost married 20 years ago.  As painful and scary as those seasons might be, they do change.   

Got 'til It's Gone

“Noooooooooooooo!”  That shout when one of your key employees gives his/her resignation.  Two weeks, of course.  Confusion, fear, frustration and panic set in.  What will we do?  Why is he/she leaving us?  Who is responsible for making this person quit?  Let’s find that person so that we may substitute one separation from the company with another!

It’s no fun, but it happens.  Besides the knee-jerk reaction, there are important questions that should be asked:

1 – What led up to this person’s departure? – There were warning signs, even subtle ones.  Longer lunches to perhaps squeeze in an interview?  Wearing nicer ensembles to work? A definite change to communication patterns?  Less willingness to do that little bit extra?  Think back.

While reflection may not change the outcome, it is important to become better at identifying the signs for the future.  Being oblivious is not okay when it comes to talent management.  In the full picture, it’s critical to manage your talent effectively, which includes observation and action.  Asking yourself, “What should I have done?” is fine, but asking, “What can I do now?” is better. 

2 – How effective has support and accountability been? – Odd question, perhaps.  Truthfully, it’s often the case that someone leaves because he/she feels like so much work and effort has been done by him/her without reciprocity from other team members.  Accountability keeps everyone honest.  It also keeps dialogue going regarding areas of drop-off.  Support and re-structure can be offered once those details are known.

3 – How will we get the knowledge about processes, systems, compliance, etc. out of his/her head and into someone else’s in the organization? – I often joke with a new employee when introducing him/her to a seasoned veteran of the company that the veteran has probably forgotten more than the new employee will ever know.  There is truth to this, though.  If someone has been with the organization for years and is truly a key employee (not just dead weight that has been allowed to fester for decades because no one is brave enough to do something about it…ouch!), then the knowledge along with the nuances of history are hard to replace.

Effort needs to be put into mentoring and coaching opportunities regularly.  To try to get all of the knowledge out of someone’s head who just gave his/her two weeks’ notice is silly.  It won’t happen.  By establishing it as a normal business practice avoids panic and an unreasonable  burden of “data dump” between the leaving and the staying employees.

4 – Is the position needed? – Nothing says “Don’t let the door hit you….” then when you realize you haven’t needed that role for some time and have no intentions of filling that role.  But it’s true!  Out of our busyness or sheer laziness, we haven’t looked at role effectiveness.  Perhaps a resignation is a gift (for a variety of reasons, I know) in this vein because we can be forced to look at structure and process.  Does this role push the mission for the organization?  Is there overkill in the management level of the org chart?  Or, the real kicker, measure the results of that position.  If it’s not acceptable, was that because of the person in the role? Or because you don’t need the role?

5 – What will the ripple effect be, if any? – “Who’s with me?” For those of you who’ve not seen the movie “Gung Ho,” watch it.  Besides the datedness and the stereotypes, it deals with productivity and cultural issues.  A rallying of the troops as a result of someone leaving can be crushing, of course.  Walk outs or just a couple more resignations can affect morale deeply.  Repair won’t be overnight.

Proactively engaging a couple of layers of managers and directors will thwart one person from having such power.  Even if a key employee leaves, the communication channels would have been open to more than merely that supervisor.  If I can approach my manager, my director, my CEO as well as my team, then the departure of that manager won’t seem as “end of the world” as if he/she was the only superior who knew I existed.  Be visible, be communicative, be real.

Overall, it’s wise to care for all employees.  It’s very wise to care for those key employees.  Know what they need.  Know why they need it.  Know how support can be given.  BUT, measure effectiveness, too.  We’re not prisoners.  We don’t have to be held hostage by a key employee.  Figure out why and how to get the information out of his/her head and into others’ heads.

And to be truthful, a healthy resignation can do wonders for a company, too.  Jus’ sayin’.