I hate it when one of my team reacts in a completely unexpected way...
If asked to nominate my favourite clichés, there's no question that 'leopards don't change their spots' would be right up there near the top of the list. Generally speaking, my theory is that most people have some character traits that are far too ingrained to respond to any amount of training, coaching, mentoring or coaxing. And since management is a lot to do with character, I tend to think that if someone is naturally a rubbish manager, they're probably never going to be a great one. You can get them to passable, or maybe even good, but that's as far as it goes.
I mention this because I've just had my chat with Ace (my sales guy) about that direct report of his - the one who told me the other day (quite presumptuously, I thought) that their relationship had deteriorated to such an extent that she could no longer work with him.
Now here's I expected this conversation to go. I say: 'So Ace, how about this situation with Miss X?' And he says: 'I know, isn't it ridiculous... I have to say, SD, I've warned you several times about X – she’s taking up a disproportionate amount of my management (for which read: sales) time, and she's not even that good anyway – I think it's time we got rid.' And I say: 'Look, Ace, you have to learn to adapt your management style and do a better job of resolving this kind of conflict etc etc etc.' And we go on like this for a while without really getting anywhere.
But here’s what actually happened. When I asked the question, he said: ‘I know, SD, and to be honest I'm very embarrassed about it. She's my report; I should be able to manage the situation without her running to you. If it's ok with you, I'm going to have a chat with her, apologise for having a go the other day, and suggest that we forget what's happened lately and start over, on a clean page.’
I've got to tell you, I was literally dumbstruck (I suspect my jaw was probably hanging open like one of those hillbillies in Deliverance). You know when you gear yourself up for one kind of conversation, and end up having a totally different one? That was me. The thing is, I can’t tell you how out of character this is for Ace. He has many strengths, bless him, but humility and compromise have never, in my experience, been among them. Could it be that my years of cajoling have finally turned him into a different kind of manager?
Obviously I’d like to think so, in some ways – although it would also freak me out, because it suggests that I didn’t understand him quite as well as I thought I did. But I did come up with an alternative theory: that his failure to deal with this girl (and her decision to run to me) have been a bit of a blow to his precious ego, so he needs to sort it out to restore his sense of self. Equally, there’s always the theory suggested by Andrea on my blog last week: that he’s just managing upwards, and telling me what he thinks I want to hear in order to make himself look better.
Still, to use one of my other favourite clichés, I suppose the proof of the pudding is in the eating: time (and this girl) will tell whether he’s really changed his spots.