Articles By Dr. Judi Craig

Being A Great Boss!

Judi Craig (SA Woman, July 2004)

We’ve all had bosses—some wonderful, some not-so-great. But what makes the difference? What are the skills a boss needs to get kudos instead of criticisms?

Set Clear Expectations

If there’s one thing that will drive employees crazy, it’s the boss not having clarity about what she expects. Language is a tricky thing—and what’s perfectly clear to her can be perceived quite differently by others.

Let’s imagine she says “I’d like this to be ready to roll out as soon as possible.” An employee’s definition of “soon” may not be anywhere near the same as hers. The employee may figure next week will be fine, but what the boss meant was “I need this tomorrow!”

What can help clarify matters is for a boss to ask the other person to recap what has been stated. If the boss does the recapping, the other person may nod agreement but have a totally different idea about what is expected. But if the boss asks the other person to do the recapping, she’ll get a clear idea about whether or not she and the other person are on the same page.

Let People Do Their Jobs

The smart boss will hire good people and then give them the freedom to do their jobs without micromanaging them. How much the boss needs to supervise depends on the skill level, the experience and the reliability of the employee.

A wise boss will check in with her employees often about the level of supervision she is providing. Some actually may want her to give them greater direction. Others may ask for more freedom and if the boss can’t give it to them, she needs to explain her reasons.

Be Approachable

The boss who makes sure the door to her office is open at least some time during the day will encourage employees with questions or concerns to drop by. But the open door won’t do it by itself. The boss also needs to convey with her facial expression and body language that she is willing to listen rather than seeming impatient and put-out by the visit. Better to state frankly that she cannot be available at that moment—and schedule another time when she will be available—than to be preoccupied and listen half-heartedly.

Walk The Talk

If a boss asks her employees to follow certain procedures and to honor certain values, she needs to do the same. If she asks them not to gossip, she shouldn’t gossip. If she asks them to read and act upon their emails daily, she needs to do likewise. If she asks them to maintain a positive attitude, she needs to model the same.

Be On Time

When the boss doesn’t honor her time commitments and consistently runs late for her appointments and meetings, she gives the message that only her time is important. The unspoken message is that other people’s time doesn’t really count. A boss who leads a meeting can delegate someone else to start things off if she’s running late. If she gets behind on her schedule, she can call ahead either to cancel an appointment or to let the employee know to show up at a later time. Employees see this behavior as considerate and a sign of respect.

Ask For Feedback

The boss who asks her employees to give her honest feedback—not to tell her just what they think she wants to hear—invites a trusting, collaborative atmosphere. She might ask “How can I support you better?”, “What would you like to see me do differently that would make your job easier (more interesting, more fun, etc.)?” “Do you have some feedback for me about my role in that project?”; “How can I be of help to you?” Then, of course, her job is to listen without becoming defensive.

Tell The Truth

A boss who is reluctant to give an employee honest feedback for fear of being disliked or of hurting an employee’s feelings is not doing herself, the company or the employee any favors. It often happens that an employee continues the same negative behavior year after year but continues to receive highly favorable performance appraisals. When that employee gets a boss who tells it like it is or, worse yet, gets let go, she feels betrayed and angry. Part of being a boss involves taking responsibility to ensure an employee’s success to whatever extent is possible—and that means giving honest feedback.

Encourage Employees To Take Charge Of Their Careers

A good boss will encourage her employees to be proactive about getting what they need to advance in their careers—if they want to. If they want to stay at the same level, they need to be ready to ask for opportunities to keep up with new developments so they don’t fall behind.

The boss who doesn’t challenge her employees to grow invites poor morale and burn-out.

Acknowledge Generously

Most employees feel overworked and under-appreciated. They become unmotivated or even angry if all they get is criticism. It’s important to spot them doing something “right” and notice it. Recognition can be formal (a recognition banquet or ceremony), but even more important is spontaneous recognition for the “little things”—handling an angry customer well, staying late to finish a project, troubleshooting an issue before it becomes a crisis, meeting a deadline early, accomplishing a frustrating task. A compliment or word of thanks can do wonders to improve both morale and commitment.