We may hear the term, “the inmates are running the asylum” when someone describes a situation where the wrong, or the least qualified, people are making the decisions. In the consulting work my company does with organizations, clients frequently tell us, “I’m afraid he or she will quit if I try to make them comply with this…” Unfortunately, we hear some version of this refrain far more frequently than one might imagine. It raises the question of who actually is running an organization—be it a parish office, nonprofit apostolate or a for-profit business. If you are a leader, who actually is in charge of your “asylum”?
A Christian Leader’s Dilemma
As leaders, we are stewards, looking after the resources of the organization where we work. We have a responsibility for the success of that organization. I use “success” in the broadest sense here—define it however you wish. In any event, the parable of the talents provides guidance for us in this regard:
For to everyone who has, more will be given and he will grow rich; but from the one who has not, even what he has will be taken away…
Not addressing performance problems with one’s direct reports is akin to burying the one talent from the parable instead of doing something to earn more talents. Ignoring performance problems and noncompliance with policies for any reason ultimately damages the organization.
It goes beyond this, though. If you’re in a leadership position, you are responsible for the people you lead. While 1 Peter 4:10 refers to spiritual gifts, it seems applicable here in a broad sense as well:
As each one has received a gift, use it to serve one another as good stewards of God’s varied grace.
We’re responsible for our organizations’ success, and for the success of our people. It is a huge responsibility; we cannot take it lightly. Our people want the opportunity to grow and improve. Not addressing improvement areas with them denies them that opportunity.
An Example a Leader May Face
For example, a leader may need to address the behavior of a worker we’ll call “Sam.” Sam’s work is technically correct nearly 100% of the time. He normally completes his assignments on time and within budget. However, he is a poor listener, cuts others off when they’re speaking and comes across rudely at times. He isn’t aware of the negative impact he has on others. Of course, if he is aware of what he’s doing and the impact of his behaviors, then you have a more difficult problem to address. (By the way, we see this at parishes, apostolates, and other well-intentioned ministries, in addition to the secular workplace.) There are myriad situations requiring leaders to have difficult discussions. As leaders, each of us must conduct those often tough discussions, addressing whatever the issues are with our “Sam.”
Common Approaches Leaders May Try
Some typical, ineffective approaches leaders often attempt with their “Sams” include:
Avoidance and Accommodation: The leader is unassertive, hoping that ignoring the issue will make it go away. Actually, ignoring improper behavior can create a sense of empowerment for the person who is misbehaving. At the very least, it implies that the behavior is acceptable.
Assuming Someone Else Will Address It: This “not my job” approach essentially ends up being a group version of avoidance and accommodation if no one wants to step up and address the issue.
Addressing Needed Changes in Group Meetings: Rather than directly discussing someone’s performance privately with them, the leader makes some general comments at a group meeting. The leader hopes the offending party will understand and change their behavior. The rest of the team probably knows who you’re talking about. The person who is the subject of the general comments may not understand that the comments are for his sake. Or they may know you’re referring to them, recognize your hesitancy to talk with them about it and feel more empowered.
Simply Asking for a Change and Hoping They Will Change. Certainly, any such discussions need to be tactful. As well, the suggestion for changes should be specific enough to let them know what success looks like. However, without monitoring and reinforcement, that is, accountability, it’s not reasonable to expect much change in most cases.
Sending Them to Training. Let someone else try to “fix” them. It takes the heat off of us, after all. Besides, he or she is bright, and they should be able to “get it,” and make some changes when they get back to work. Even if they learn to be more effective, though, will your organization’s culture support they changes they want to make?
Leaders – Be Not Afraid
In attempting to use any of the foregoing approaches, we are shirking our duties as leaders. It’s not good for Sam, or for the organization we’re in charge of. In 2 Cor 9: 6, St Paul tells us,
Consider this: whoever sows sparingly will also reap sparingly, and whoever sows bountifully will also reap bountifully.
Are we sowing sparingly by avoiding the difficult discussions our people need from us? Or are we sowing bountifully, using the gifts and talents God gave us to bring out the gifts and talents of those with whom we work? Are we sowing sparingly or bountifully in creating a viable, thriving organization that will successfully carry out its mission?
Why are we so afraid that, if we hold someone accountable, they may leave? From a practical point of view, there is a demographic trend at work here. It is, very often, difficult to find and keep good people. There is simply more demand than supply for many positions. Beyond that, though, much of the fear simply is irrational. Rationally speaking, keeping under-performers around actually increases the risk of running off the high performers who pick up their slack.
We can move beyond the fear factor by taking our concerns to God and praying for guidance in addressing the particularly difficult issues. Prov 16:3 tells us,
Entrust your works to the LORD, and your plans will succeed.
But if you need still more encouragement, consider Is 41:10:
Do not fear: I am with you;
do not be anxious: I am your God.
I will strengthen you, I will help you,
I will uphold you with my victorious right hand.
There is no need to be fearful if we use the good sense God gave us and follow His guidance. Praying for discernment–for His guidance– before difficult decisions is a must for the Christian leader.
Using Our Good Sense as Leaders
In addition to praying for guidance, the Lord needs us to do our part as leaders. To more effectively deal with these difficult decisions, consider implementing or beefing up your practices in the following areas.
Set clear expectations for your people. Unless a leader sets clear, unambiguous expectations up front, it is difficult later on to have a discussion about what’s not being done properly. The “properly” part was not defined, to begin with.
Provide appropriate monitoring and feedback to your people. Don’t wait for an annual or semi-annual performance evaluation to provide feedback. Make your feedback more continual and real-time oriented. Check in frequently to be sure that your people are doing what you’ve asked. If they’re new to a task, or unsure about doing it, check in even more frequently. Don’t leave it up to chance. Many leaders severely underestimate the amount of monitoring and feedback their people need in order to embrace change effectively.
The details do matter. This includes the front-end details, setting expectations, and those throughout, monitoring performance and providing feedback. As St. Paul tells us at 1 Cor 14:40,
…everything must be done properly and in order.
The Tone Is Set at the Top
The organizational tone is set at the top of the organization. As leaders, what sort of example do we set individually for others to follow? Do we walk the talk and hold ourselves accountable? Whether we have an officially endowed title of “leader” or not, we each function as a leader somewhere, somehow. We exercise leadership in attempting to influence others at our parish, at work, and at home. Do we set a good example in having tactful but difficult discussions in an effort to help everyone improve? What are we doing to help them be, to borrow from Matthew Kelly, the “best version” of themselves? Are we nurturing them, and helping them develop their God-given talents for God’s Greater Glory?
At James 3:1, we see a reference to teachers—and a good leader should be a good teacher:
Not many of you should become teachers, my brothers, for you realize that we will be judged more strictly…
Rest assured that we will find ourselves in difficult situations in our formal or informal roles as leaders. It is not if, but when. Let all of us pray for the grace to carry out our roles as leaders in a morally responsible way.