Delegation Skills


It’s not uncommon for managers to resist delegating the work they once did themselves. However, to be an effective and successful manager, it is essential that you delegate work to others.

To increase your willingness to delegate, first determine the reason for your resistance, then identify ways to overcome it. Common reasons for managers’ reluctance to delegation include:

  • Insufficient time to explain the task or train someone to do it. While this is sometimes an acceptable reason for not delegating short-term projects, more often it is not. The time you spend teaching employees’ tasks will save you time and effort in the long run. The sharing of knowledge is an investment in time that pays of in many ways.
  • Desire for perfection. If you feel that you are the only person who can do certain tasks well enough, be careful; this is a danger sign. It’s often unlikely that you are the only person who can do them. Start by delegating parts of these tasks, and each employees to help them perform to your satisfaction.
  • Personal satisfaction and/or reward from task accomplishment. If you enjoy a task or receive recognition from others when you perform it, you may tend to reserve it for yourself when you could be delegating it. It is difficult to give up work you really like. Learn to achieve satisfaction from other parts of your job.
  • Lack of confidence in employees’ abilities. If you lack confidence in an employee’s abilities, carefully evaluate what the employee can and cannot do. You may want to check your impressions with others, because people sometimes pigeonhole other people based on one or two vivid events. Then delegate work the person can do, and provide coaching as the work proceeds.
  • Fear of failure. Many managers are concerned that if mistakes are made, the consequences will be disastrous. Identify the  possible risk with the employee, if the risks are really large, ask that contingency plans to be made. Ultimately, you need to be  willing to take responsibility for your employees’ mistakes on delegated tasks to help them grow and develop.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Traditional Manager Vs. Customer-focused Manager


A traditional manager focuses on current goals. Their time and their energy is preoccupied with a series of probably corporate internally focused objectives – whether this is making a sales target, budget, profitability or some other goal, such as market share. On the other hand a customer-focused manager is led and empowered by a vision. A vision based on quality as well as quantity and results. A vision that inherently has a customer satisfaction measure and a vision that creates a feeling of pride and satisfaction in working in that way.

A traditional manager is largely reactive – making decisions, implementing plans based on the input of those above them, around them or in the external environment. ‘If it ain’t broke, don’t fix it,’ would be a common maxim. Today’s manager is largely proactive – ‘If it’s not broken, break it,’ because it’s going to be broken very soon. Today’s manager doesn’t wait for things to need a reason for change; they change things for the sake of it. Whether this is just simply the office layout, the times people take their lunch, company policies, prices, brochures, and markets – everything else has to be a proactive activity today. If you wait for the market to change you will probably always be one step behind. One step behind what the customers need and want and what your competitors are doing.

A traditional manager will often seek, either directly or indirectly, to limit other people’s participation. Typically, meetings between managers are excluded from input from other people, or they don’t involve other people perhaps as much as they should do – this is never seen as necessary. But today it is essential. Today’s manager has to promote involvement; they need opinions, thoughts, ideas, and feedback from all levels within the organization. The best way of achieving this is by one of two methods. The first is one we could loosely name ‘random communication,’ where just by simply creating the environment where people can mix and mingle, communicate, participate and share, ideas can be distributed. The other way is by doing something slightly more formal, by putting in place a series of waterfalls or communication falls where information and participation flows around the organization.

Traditional managers will probably reward people based on their qualifications or long service. A more customer-focused manager will reward and recognize people based on their ability to enhance customers and deliver excellence. For example, it is not uncommon for managers to regularly single out for some form of payment, or just simple recognition, those people in a customer service team who have gone beyond the normal levels and delivered something extraordinary during their job. Whether it was staying late sorting out a customer problem, coming up with an idea which helped the business move forward, making big improvements in their own work – these are the things that managers reward.

Another thing that has to change if you are going to move forward and lead successfully in a customer-focused organization is that you have to let go of solving problem yourself. One very successful manager who ran a very effective customer service team had a big sign on their wall. You can come in here with any problem at all, so long as you have one idea for a solution.

A traditional manager also sees their role as controlling information. They will keep their staff and other people on a ‘need to know’ basis. This is not how it works. Information should be shared, but not broadcast. A good manager will communicate actively and pro-actively to all concerned. He or she will keep them informed of the information they need to deliver the best possible service to the customer. This means the information is timely, relevant and understood.

Managing in today’s environment, with the pressures of working with ever demanding customers, will invariably result in matters of conflict and disagreement. Rather that patching these over, ignoring them, or letting them sort themselves out, as is perhaps more traditionally done by managers, these should now be sought out and moderated to a successful outcome.

A customer-focused manager ‘walks the talk’. He or she must act congruently and with the same values and honesty that they want their staff to deliver to their customers. That means they keep commitments, it means they under promise and over deliver, and they make everyone of their employees feel special and a valuable member of the team. Nobody just does a job and goes home, there is a purpose, a value and a mission.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Leveraging better Payment Terms


Negotiating better payment terms is always easier if a company has some bargaining chips. The party with the most to lose or the most to gain is always on the defensive; therefore, the secret to successful negotiating is to develop leverage that forces the other party into one or the other of these positions. Other than not meeting payroll, only two conditions might create circumstances more detrimental to a company on the brink of failure than to a creator: (1) being evicted from the building that houses the business, and (2) not receiving critical materials and services to keep the business going.

 

Not much can be done about either situation. A business must be housed, and it must have materials and services to make and sell products. That’s why landlords and critical suppliers top the payment priority list. Some leverage can be achieved, however. Most lessors would rather work out an extended payment arrangement than go to the expense and aggravation of a formal eviction. As long as the renter’s market holds, deferring rent payments for at least several months should be a real possibility. That’s not a permanent solution, but it does provide some breathing space.

 

It might be possible to leverage critical suppliers to gain better terms. The threat to go to a competitor usually brings even the most recalcitrant supplier to terms. In most cases, a supplier has more to lose (the overdue amounts plus legal costs to sue) or gain (future sales) than a debtor company does. At least making suppliers think that’s the case is good negotiating ploy.

 

Assuming that you have taken reasonable precautions to safeguard your personal assets, the worst thing that can happen is that you will be forced to liquidate the business. Granted, this can be a blow to any entrepreneur’s ego. It might also reduce personal income for a while, however, once the liquidation is over, you can always begin again. As long as creditors believe that they have the most to lose, you’re in driver’s seat. The ultimate creditors’ threat is to force the company into bankruptcy. By making it clear that this won’t hurt and that other plans for the future are in the works anyway, such leverage vanishes abruptly.

 

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please contact www.asifjmir.com, Line of Sight