Tuesday, May 20, 2008

The Key Challenges Faced by First-time Managers

The highly competitive and dynamic business environment has meant that employees in new managerial roles or young team leaders are expected to hit the job running and deliver quick results.

The ‘honeymoon’ period, where in the new manager has time to acclimatize to the job, has been drastically reduced. The high attrition levels have also resulted in a situation where greater responsibilities are being thrust on greenhorn employees, some of whom are just out of college and a few months old in their jobs.

Here are a few key challenges faced by the first-time manager...

Challenge 1: Doing Things the Old Way

Generally it is the good performers who are promoted as team leads or area managers. But, successful employees need not necessarily be effective managers. The skills required to succeed as a manager are quite different from the skills needed to succeed as an individual employee.

First-time managers need to change their mindset of being just an employee to handling various functional roles such as planning, organizing, monitoring, communication, hiring and training team members, etc.

Challenge 2: Understanding Your Source of Power / Influence

A common lapse made by newly promoted managers is to think that they can use their position to get things done from their subordinates. However, to be successful, managers and leaders need to identify opportunities to gain the support and commitment of their direct reports without having to use their positional power.

New managers and young leaders need to understand their personality type, their leadership styles, and develop the ‘right’ behaviors that will enable them to build a high-spirited team.

Challenge 3: Balancing Expectations at Both Ends

This is a very important challenge faced by young managers.

How do you balance the aspirations and development needs of your team vis-à-vis achieving the targets and expectations set by your superiors. Have you developed that rapport with your boss where you are free to express your views and opinions, even if they are not in sync with what your boss thinks or what the organization does?

The young manager has to understand the managerial style of his /her boss and develop a good working relationship that individual.

And, is there anything worse than having to deal with a ‘micromanager’ boss, whose constant interference affects the morale of your team.


Challenge 4: Taking Care of Yourself

Amidst the hectic schedules, Monday morning con-calls, looming deadlines, and unforeseen time wasters, the first casualty for any first-time manager is his/her own self-development.

When was the last time you took out time to read that book, spend some quality time with your family, or develop a new hobby?

Tuesday, May 13, 2008

Leadership Development Workshop for Young Leaders


(Click to see the enlarged image)

ATraC Management Services, a learning and development organization based in Hyderabad, has launched "Success Habits for Young Leaders," a leadership development workshop for first-time managers and young leaders.

For details, contact Shyam (9949951212) or Rajiv (9866845169).




Monday, May 12, 2008

The Art of Customer (Dis) Service - Part 2

Is it really possible to ensure great customer service anytime and every time?

Recently, Shyam and I happened to drop by at the newly opened Reliance Digital store at Jubilee Hills (Hyderabad). And we were in for a pleasant surprise.

To begin with, the service reps greeted you with a Namaste and enquired if they could assist you. They were well groomed and had a pleasant disposition. What impressed us was that they were technically competent to help you make a decision about which laptop was good for your wallet or which printer had more value for money.

We checked out the home appliances section and got the same level of high quality customer service. At the routers section, the service rep asked the right questions regarding our requirements and gave us two brands of routers to choose from. And he didn’t mind spending over half an hour just helping us decide on which router to choose.

In short, this was a stark difference from other consumer appliance / electronics outlets where either you were totally ignored or constantly shadowed by the sales personnel.

A few days later, enthused by our previous visit, we dropped by Reliance Digital to buy some stuff.

And what a contrast it was.

None of the sales reps approached us as they seemed to be busy chatting in some corner. It was only when we made our displeasure known that we could get the attention of the sales reps and eventually make our purchase.

So what made the difference in service levels within a span of a few days?

We later came to know from one of the service reps that on the day of our first visit, a senior executive from the corporate office had paid a visit to the mall.

This just goes to show that in a young and growing economy like India, customer service is still a long way away even for large companies with deep pockets. No doubt these service reps were properly trained and did their job well (albeit only when the top boss was around).

The greater challenge (especially for service companies) is to ensure that their front line employees are sufficiently energized or empowered to deliver the ‘right’ customer service anytime and every time.