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Performance Management Versus Performance Leadership
I went out the door at the Ramada Inn South motel looking for Ms. E. She is the wife of the owner and General Manager of the hotel. I saw him leaving next to me towards the restaurant. He didn’t see me. Suddenly he went into the grass and picked up a piece of paper. Then, he saw me. He said, “Jim McGriff, never pass a piece of paper.” Even now I don’t go past the leaflet. This is performance leadership. You put an agenda in my mind, don’t walk past a piece of trash.
I think formal performance management is for managers. That is, measurable steps are set for your department typically by senior management. Many times you and your employees have a hard time showing their influence on these departmental values. Performance management is mostly gibberish for the entry-level employee. Functional leadership is about setting people’s agendas. First line managers must set their department’s agenda in the employee’s mind. What is the main function of the department? We must answer this question in a human way. Not in a formal performance management system. How do you measure attitude and teamwork? Does performance management create an employee with a team attitude? These are human qualities that cannot be measured by a mathematical formula. The first division manager sets these agendas; this is leadership practice.
As a first division manager you must set the agenda for your department; and, set an example of how you expect employees to behave. You need to look at the information that supports your department’s work every day. When employees miss information, show them the consequences of losing that information. Mrs. E told me, picking up paper is more than just yard waste. Picking it up shows that we care about the cleanliness of our hotel. It’s about the image of the hotel. The same attitude applies to your department; employees must implement information to build the image of their department.
The first night Emily and I ate dinner at the defunct Ramada Inn Crest motel, I was faced with the dilemma of operational leadership. He served us overcooked potatoes. The potatoes were black inside. I introduced myself to the chef, entering the kitchen. I gathered her, the nurse and other kitchen staff to show them the potatoes. I said, “What do you think the customers think of you when you serve them potatoes like this? This isn’t just about the reputation of the restaurant; it’s about your reputation, it’s about you.” I saw the look on their faces. Certain things are not acceptable, we do not deal immediately with humanity. This is performance leadership.
Note, I didn’t put up a spread sheet so we could keep track of the number of black potatoes we were feeding. I did not add this to the work progress reports as something that could be measured. Also, I didn’t write a program to prevent this from happening again. It’s easy, the server will cut and check each potato before serving. We will never serve black potatoes again. This is a performance measure. We will no longer issue black potatoes; our food quality will improve. The staff got the message; We take pride in our food service.
Performance management without performance leadership is ineffective. Performance leadership without performance management is effective. Performance management is about measurable steps. These steps are forgettable. Functional leadership is about what we see and experience. Functional leadership establishes personal attitudes that accompany people wherever they go.
Never walk past a piece of paper.
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