Help! My Employee is Entitled.

Did you know there is very little scientific data about the differences among generations? The studies that have been conducted indicate generational nuances are more about life-stage as opposed to directly correlated attributes of a generation, e.g., entitlement. [I bet you can guess which generation is labeled as entitled, even though I did not indicate!] What this says is two-fold. First, the discourse has led to assumed normality’s, when in actuality certain adjectives are not indicative of generations. Yet, we associate baby-boomers with being sheltered by their not-so-sheltered Traditionalist parents, and we associate Gen Xers with being stealth-bomb parents (the marginalized generation who didn’t get enough attention). Second, it says we are looking at the problem at a micro, not macro, scale.

Here’s the deal: a team member can be 20, 30, or 40 and still behave like an entitled frog prince (or princess). I recently read a great article about the effects of entitlement on human resource management and the managerial challenges that entitlement poses. The entitlement plague is not a generation; it is a mindset that is fueled by culture. A culture dedicated to social media, television, and the internet. This “me first” society is the conditioning tool, and we are Pavlov’s dog. We are speaking before we listen, pushing before we yield, and doing all of this while looking in the mirror (not for introspection purposes, but because we are vain). If that does not sound like the perfect mix to produce narcissists, I do not know what does.

OK, but you still have that entitled employee. There are steps to take as a manager to help them evolve, and ensure your sanity in the process (and, if you follow my blog, you may already have the answers).

So much of what I talk about is rooted in expectations: both organizationally and on the team level. A plan of attack to address entitlement includes:

• Refer to company policies: values, mission, ethics code, and code of conduct. Know these well and make sure your team does, too. 

• Review and reiterate team expectations. Rather than “produce results,” quantify those results. Increase your client base by 10% in the next four months. Precise clarity reduces employees' ability to exaggerate (or inflate results, which is sometimes seen by entitled individuals).

• Appreciate your team, but also get creative. Change bringing in bagels every week on Thursdays to bringing the team to get coffee, or having an offsite meeting. Regularity can breed entitlement. “Where are my bagels??”

• Counter entitlement with its antidote: gratitude. [Need help incorporating gratitude into your team? I have tips!]

• Do not wait until it is too late to address concerns. Speak with the instigator of entitlement sooner rather than later. Identify what behaviors are problematic and why.

Initially published on LinkedIn through my Articles

Failure: Don't Be the Cause

People fail. Employees fail. It’s a fact of life. However…

The problem is often assumed to be that of the employees. But what if we were wrong? What if it was our fault? (Assume “our” classifies the boss or manager in this scenario.)

Spoiler: an employee’s poor performance can be blamed mainly on his or her boss.  

This syndrome has been titled “set-up-to-fail.” Jean François Manzoni and Jean-Louis Barsoux researched the topic at length. I’ll review the basics to help managers be aware of the syndrome itself and, if all seems too familiar i.e., you’re living the examples shared, I’ll provide recommendations to help you address.

The negative cycle of set-up-to-fail is just that, cyclical. Destructive behaviors from a boss fuel less favorable behaviors from the subordinate, and with each stroke the synergy between two individuals, splinter.

What happens is this:
When workers are perceived to be mediocre, they often continue to achieve those expectations. Namely, a team member (subordinate) may make an error. It could be the first, but the manager feels it’s a slippery slope if the error is not addressed. Regrettably, the way of “addressing” is to tighten the rope. The boss’ hope is to boost performance by managing closely. Instead, the scrutiny causes the employee to be insecure and he or she feels there’s a lack of trust and confidence in them.

In time, the employee doubts their performance and they lose motivation. If the manager is going to correct, critique, or minimize, it’s no wonder ownership diminishes. Sadly, this feeds into the syndrome. With absence of enthusiasm or performance, the manager sees this as proving them right. The team member is ill-equipped.

The real kicker here is this: Employees whom you’ve identified as weak performers are living down to your expectations! Let’s look at a standard flow of this self-fulfilling process.

The relationship is workable/functional. ---> Something happens that’s unfavorable (a deadline is missed or a performance was lackluster) thus you begin to micromanage. ---> The employee starts to doubt him or herself due to your (the manager’s) confidence in delivery. They begin to avoid making decisions (aren’t you going to make them, anyway?). ---> Manager views this behavior as proof of mediocracy and tighten the rope further.

The behaviors go ‘round and ‘round and worsen with each spin.

What's the cost of set-up-to-fail?

• Employees are defeated (no longer ask for help, or offer suggestions, and grow defensive).

• The organization no longer gets the most from their employee(s) who suffer from this.

• Team cohesion decreases as more effective members are asked to take on more responsibilities, and the weak are given menial tasks. Unfair separation of work causes tension. There's also discomfort watching one team member be belittled.

• The boss/manager loses energy. He or she is spending it (energy & time) in destructive ways --following the "lesser employee" around. They may even earn a harmful reputation (e.g., micromanagement, being unfair, etc.).

How do you reverse this situation?

You don’t want your team to fail. It hurts you and it hurts the company for which you work. Here are some tips to help you reverse and/or avoid the SUTF syndrome:

• Set expectations early. Recorded expectations may be my favorite proactive step in the workplace. It demonstrates transparency, ownership (for all parties), and it minimizes ambiguity. If someone doesn’t follow-through, there’s a clear record.

• Convey openness. This is a big one. If you say you’re "open to openness" – even difficult conversations – and then never set the stage for these discussions, that’s on you! Consistency, and following through, is important and helpful for building a functional working relationship.

• What are the facts? The moment you feel someone is under-performing, or they missed a deadline, review the facts. Were there expectations? If there were, did you set them to accomplish a task they weren’t qualified for? Should this change your opinion of them as a person? [This is not a feeling-based assessment. This is about challenging your perceptions with facts.]

The truth is, the difficulty of undoing full-blown SUTF syndrome can be challenging. People are more perceptive than we give them credit for. They know when they’re part of an out-group and they know when there’s no trust.

If you think you have team members who are wearing the SUTF cap, there are clear steps to take to help the two (or more) of you get back to a healthy working paradigm. If you want to make sure you’re not falling into the trap, drop me a line. We can come up with a clear and actionable plan that’s tailored to your team.