September 2007 Archives
Earlier in my career I spent 5 years consulting with one of the fastest most successful credit card companies in our country. Growth was staggering. They went from 1,800 employees to 20,000 in just over 5 years. Their stock had the same type of growth. Even though all this was going on there was and continues to be a large amount of suffering in their corporate structure. They are not alone.
One of the best leadership, managerial, employee tools to pull out of the toolbox is the ability (and we believe necessity) to say 'no'. To decline is a powerful move that is often over looked while trying to navigate through a given day or to the next level. What we've found is that more often than not people create much of the stress and pressure they are living/working with each day. They do this by saying 'yes', 'sure I can', 'I'd be happy to', 'you bet, 'no problem', and many other forms of.... YES - I will do it just as you asked and in the time you asked...and maybe hint or promise to have it done earlier.
Too often the YES is given out of fear. You see everyone around saying yes. If you're the first/only one to say no then your job could be in jeopardy, you could lose the promotion, or be thought less than by the person making the request etc. etc. So you say YES and your 45-hour workweek turns to 60 and the stress/pressure shows up in areas only you may know.
If it was safe enough... you'd say No, Decline, Make a Counter Offer, Negotiate etc. but it's not deemed safe enough by you and you say YES. While consulting with the credit card company I kept lobbying for the CEO to say "Ok everyone, starting on Monday you are all requested to say 'no' to at least one request each day. If not, it will be noted on your performance review." Their business culture, quality, trust level, mood, and results would improve immensely. So would yours.
Too often when we say YES and then don't fulfill on the promise, one or more of the following happen.
1. The work is done on time but not to the standards of the company - result = rework, injury, etc.
2. The work isn't done by the time you promised (because you were in overwhelm from all of the other 'YES's" you agreed to) - result= you're deemed unreliable, trust is lowered
3. The work is done to satisfaction - result= resentment from you towards the other person for them making such an 'uninformed request'-don't they know what your world is like?
4. The work is done to satisfaction - result= your mood, health, wellbeing is at risk, again.
5. You have perpetuated and ingrained saying 'yes' in your culture.
To say No, Decline, Make a Counter Offer, or Negotiate can be viewed as powerful.
• It shows that you are considering your other commitments to the company in your decision.
• It may highlight your commitment to safety and quality.
• Internal/external customers will be grateful that you are fulfilling your current promises to them.
• It will model for others a more accountable way of operating in the workplace.
Say yes to possibilities, opportunities, etc...and step outside your comfort zone and say 'no' ...when you know you should.
Todd Demorest,
Lead Trainer, Odyssey Teams, Inc.
While Bill John, the founder of Odyssey and I began working together in the corporate teambuilding, teaming, and high performance arena back in 1987... It was only three years ago where our paths crossed once again and I became a full time asset to Odyssey and their clients. Prior to that time I had my own consulting business and was residing on the Big Island of Hawaii. It is on that island in the middle of the Big Blue (Pacific Ocean) that I was reminded of an essential leadership tool.
We have all heard this mantra before, but do we really get it? Losing talented and high-performing employees can stunt the creativity and production of a workforce. And hiring, training and ramping up their replacements can cost thousands of dollars. So how can employers keep employees happy? It may be as simple as making the work environment "safe".