Page 50 - The Voice of Authority

at the last moment? Without such information, your deci-
sions and actions sound arbitrary. Rationale, however right
or wrong, provides a sense of fairness and justice. Without
the details, people rarely buy into the mission for the long
haul.

Focus on the How, Not Just the What

Unless you’re running for the Oval Office, tell people how
you plan to implement things. Mushroom management
whereby everyone is kept in the dark about how you’re go-
ing to provide “value-added service” or “a unique cus-
tomer experience,” or “bring innovative products to mar-
ket” no longer works.
But specificity in stating goals is not the only “how” that
needs to be spelled out.
When you praise someone, focus on the how—how they
got the good rating. Otherwise, how will they know what
to repeat?
In statements of values or ethics, once again, commu-
nicate the how. How will people recognize good ethics or
your values when they see them? You say you value risk.
How do they evaluate risk in your department? What’s ac-
ceptable risk? What’s an act of lunacy? You say you reward
commitment. How will you measure that?

Be Relevant Rather Than Resented

Go home and announce something as specific and per-
sonal as a job change, and see if family members don’t sift
the details differently. Your spouse asks how much raise
goes with the increased job responsibilities. Your teens
want to know if they have to change schools. Your in-laws

38 The Voice of Authority