The following is a complimentary audit and assessment consisting of key questions your organization should ask to determine if your supervisors and managers have the appropriate skills and competencies to combat the most common management pitfalls. Additionally, tips we frequently recommend to organizations in addressing these pitfalls are summarized.
Pitfall 1: Exposing the organization to liabilities
Organizations are exposed to liabilities when their supervisors and managers are not knowledgeable of employment law or understand how to apply legal guidelines. For example, supervisors and managers may make selection decisions based on non-job related criteria or subjective biases, ask inappropriate interview questions, not document performance, misapply wage and hour law (not recording overtime worked, not providing necessary breaks, etc.), or fail to handle employee issues with consistency. Key questions include:
- Are supervisors and managers knowledgeable of employment laws and do they successfully apply these legal guidelines in the workplace?
- Do supervisors and managers ask appropriate interview questions, if they are responsible for hiring duties?
- Do supervisors and managers participate in making legal selection decisions, based on job-related factors and qualifications and not based on any protected criteria (such as gender, race, national origin, religion, etc.)?
- Do supervisors and managers understand wage and hour law (FLSA) and how it affects the pay of their employees?
- Do supervisors and managers discipline or handle issues of employee conduct with consistency?
- Do supervisors and managers understand the basics of managing employee leave, particularly FMLA?
Pitfall 2: Failing to document and manage performance
Performance management is a common struggle for many supervisors and managers. Oftentimes, we find that the supervisors and managers are not doing enough to support the employee in achieving their performance expectations and standards and not providing regular feedback, counseling, and coaching. In addition, correctly documenting performance is commonly overlooked. Key questions include:
- Do supervisors and managers generally have a high performance work team, or do their employees struggle in reaching certain performance standards or goals?
- Are employees aware of what is expected of them in terms of performance? Do supervisors and managers communicate these expectations to employees?
- Do supervisors and managers take the performance review process seriously? Do they understand its importance and how to prepare for and deliver a performance review?
- Do supervisors and managers document any and all incidents of poor performance? (note: this is also a potential liability)
- Do supervisors and managers guide performance through regular feedback and coaching?
- Do supervisors and managers support performance with development and training if needed?
- Do supervisors and managers have conversations with employees about their career aspirations and developmental interests? Do they follow-up on insights obtained in these conversations?
- Do supervisors and managers continually challenge and empower their employees?
- Do supervisors and managers make themselves available to answer employee questions about projects, assignments, and tasks?
- Do supervisors and managers recognize and thank employees for their contributions when they do a good job?
- Do supervisors and managers criticize more than they praise? Is there an imbalance of negative and positive feedback, and is this justified?
Pitfall 3: Poorly communicating
Inadequate communication manifests itself in a number of problems including poor supervisor-employee work relationships, frequent misunderstandings of job tasks or policies/procedures, and unclear expectations. These issues often surface from poor listening, relationship building, clarifying, and feedback skills and lead to frequent supervisory problems. Key questions include:
- Do supervisors and managers establish rapport and positive relationships with employees?
- Do supervisors and managers engage in frequent methods of in-person communication?
- Do supervisors and managers actively listen to employees’ concerns, problems, and questions?
- Do supervisors and managers clarify points and issues, trying to better understand work problems employees have?
- Do supervisors and managers ask for employees’ viewpoints and opinions?
- Do supervisors and managers exhibit effective non-verbal communication with employees? Do their words match their body language?
- Do employees often feel confused when completing work assignments, or do misunderstandings frequently occur?
- Do employees receive enough performance feedback from supervisors and managers? Do they understand where they excel and where they need to improve?
- Is the feedback provided by supervisors and managers constructive and well-targeted at behaviors needing changed?
Pitfall 4: Failing to resolve conflict
Many managers fail to resolve conflicts between employees and coworkers, or may perpetuate too much conflict in their groups. It’s common for supervisors and managers to avoid conflict altogether. In addition, they may not do enough to prevent conflict. Key questions include:
- Do supervisors and managers work to accurately define and identify key workplace conflicts, or are problems frequently incorrectly identified?
- Do supervisors and managers recognize the causes of conflict?
- Do supervisors and managers understand and costs of conflict on your business and recognize its effects on productivity?
- Do conflicts generally go unresolved by supervisors and managers, or do supervisors and managers create different strategies to manage and resolve conflict, ensuring that it has a limited effect on performance?
- Do supervisors and managers frequently collaborate and strive for “win-win” approaches to conflict?
- Do supervisors and managers try to prevent conflict by encouraging positive coworker relationships, encouraging recognition of individual differences, and addressing work problems quickly before they escalate?
- Do supervisors try to adapt to different personalities and styles in order to maximize their effectiveness?
Pitfall 5: Not understanding their role
Typically promoted from individual contributor roles, supervisors and managers find themselves not understanding the new requirements and expectations of their role, or encountering common challenges like micromanaging, distrusting employees, treating employees poorly, or not making time for them. Key questions include:
- Do supervisors and managers frequently encounter challenges on the job, in dealing with employee issues and problems?
- Do supervisors and managers understand how their role is different than that of their previous role as an individual contributor? Do they understand its importance in driving results through others?
- Do supervisors and managers understand the responsibilities of their role and how to carry them out?
- Do supervisors and managers make time for employees, balancing task completion and building supportive relationships?
- Do supervisors and managers show trust and confidence in employees?
- Are employees excessively directed and micromanaged?
- Are employees treated with respect and courtesy?
Addressing Management Pitfalls
If your supervisors don’t have the right competencies in place, there are a number of ways to develop them. In our experience, these are the most common and effective ways to build supervisory and management skills:
- Supervisory and managerial training
Training is one of the best and most common ways to develop supervisors’ and managers’ abilities. Consider registering them to attend ERC’s Supervisory Series, an affordable training program that develops their skills in all of these critical managerial areas including communication, conflict resolution, performance management, and employment law, beginning January 26th. This program can also be delivered on-site and customized to your organization’s needs. For more information, contact email@example.com.
- Skills coaching and mentoring
Sometimes a more personalized and customized approach is necessary to develop skills and solve specific managerial and supervisory issues, particularly when training has already been conducted. This can be facilitated either through mentorship of leaders internally or skills coaching with an external consultant. To learn more about employee and management coaching services available, please contact ERC at firstname.lastname@example.org.
- Management literature and educational materials
Articles and learning aids are another great way for supervisors and managers to develop their capabilities, and can be great follow-up resources for after training to help transfer skills learned back to the workplace. Checklists and forms that guide behaviors learned in training can help them stay better organized on the job. These can be created in-house or training programs may have them available. ERC offers access to a website full of job aids, checklists, forms, and resources for attendees of supervisory training. For more information on accessing this resource, contact email@example.com.