The way you handle that moment of exasperation can make a huge difference

Someone just cut you off on the road. What the heck?
Your employee isn’t performing as expected. What the heck?
That What the heck? moment is important to pay attention to and an opportunity to increase productivity and performance.
Sara is new to sales management. While reviewing her dashboard of open leads, she noticed chronic underperformer Joe was missing sales opportunities and directly impacting Sara’s bottom line.
What the heck!?!
She got right up, walked over to his workstation and verbally dressed him down, letting him know in no uncertain terms that if he didn’t get his act together, he could take his act somewhere else. She spun on her heels and walked away knowing Joe would react by making short-term improvements and also knowing they wouldn’t last.
This was their dance, and in the short term it worked. For her the most effective way to change behavior was through her power to fire. She threatened and intimidated and got results.
Joe finally left the company, as did other victims of Sara’s What the heck? management style. Her team made their marks not because they wanted to, but because they were afraid of what would happen if they didn’t. The fascinating thing to Sara was that she didn’t really have to fire anybody, because they seemed to leave first.
A different approach
Meanwhile, Sara’s friend Tony felt lucky about his team of high-performers who stuck around.
When a member of Tony’s team was missing expectations and he felt the What the heck? coming, Tony saw it as an opportunity to help. He connected with them to find out what was holding them back. What were they afraid of? Tony noticed that when beginning with a desire to connect and learn, his team member was much more open to being vulnerable and sharing about what was holding them back.
Once the employee realized Tony was more interested in their personal success, they could map out a plan with mutually agreed upon deliverables and a timeline that felt realistic, productive and profitable for both of them.
Tony would connect. Sara would separate.
Tony would be vulnerable and a peer. Sara would be separate and a superior.
Connection, vulnerability and deep understanding tend not to be the first thought when that What the heck? moment happens.
Connecting is key
As a boss, you have the authority, but the high-performing team leader aligns with their staff instead of coercing and controlling them. Take the time and be willing to do the work required to find out what is holding your employee back.
Connection is the key that opens the door to profitability. Understanding and alignment create an atmosphere of success, where members of a team work together and the pride of accomplishing goals outweighs the paycheck.
Employees love the work they do because it is the work they agreed to do, not the work their bosses force them to do, with a common understanding that when these goals are met the results will take care of themselves.
Notice your What the heck? and take advantage of your opportunity to be a leader instead of just a boss. ●