Hi y’all. It’s been a minute since I’ve posted here! It’s good to see you.
A few weeks ago I posted something on LinkedIn that seemed to resonate with folks:
The Great Resignation is going to be, at best, a really unsatisfying game of musical chairs if employers and managers don’t take a hard look at ourselves and start treating the root causes of the burnout everybody’s hitting.
And of course, leaders and managers are burned out too. The hard work of addressing systemic issues in our organizations can only happen if we’re willing and ready to put our energy behind that work. So to you, my fellow leaders and managers: what are you doing to recharge that specific bank of energy and put it toward taking better care of your people?
Based on the comments on that post, the leaders I know are struggling. The best we can come up with on our own is often “take real time off” which is important! But let’s be honest: it doesn’t solve the underlying problem, it just separates us from it.
So. In an effort to help us connect and hold each other accountable for addressing the systemic issues that got us here – and keep our new hires from cycling right back out the door – I’m setting up (hopefully) affordable office hours through my employer, Now IT Matters, every Friday at 3:30pm ET/12:30 PT. Come once, come every week, whatever you need – it’ll be confidential, with no more than 7 people so we can really dig into what folks are facing, and I’ll be there to offer advice, guiding questions, and resources so that we can continue making our workplaces more equitable and effective. You can also book me for 1:1 coaching – I offer hour-longor half-hour-long sessions.
(I also owe a shoutout toSara Wachter-Boettcher’s excellent workshop on leading through burnout, which I was lucky to attend a previous session of – if you’ve got the budget, I highly recommend registering for the upcoming session on 9/15. Not an ad, just an endorsement.)
Whether you’re new to managing or a seasoned leader, chances are pretty solid that you’re facing some brand-new challenges right now. I know I am. We don’t have to face them alone.
About a year, ago, I did a little Q&A on Instagram to try to understand what folks who were being pushed into remote work were feeling most worried about. At that point, we were still imagining a shutdown that might last two or three weeks, and I can’t help but laugh at the “don’t worry about sustainability” advice I was giving then.
Now, a year in, with vaccine distribution starting to take hold, the world is starting to shade toward reopening. Maybe that will happen in a few months, maybe next year, maybe longer – you can see how hesitant I am to even imagine a world where more people are in the same physical place at once – but in order for it to happen successfully within our organizations, we need to start imagining what that possible world should look like.
Even for those of us who worked remotely long before 2020 and expect to stay that way long after, the last year has shifted the way that work fits into our lives: families are around while we’re working; illness, grief, and anxiety are increasingly major characters in our story; many of the things we used to do to get ourselves out of the house and recharge from work stress are inaccessible.
And it’s not just a question of whether we’re working remotely or in person. For so, so many, the substance of what we do every day has shifted radically. Jobs that sustained us, felt core to our identities, or fed our sense of independence and self-worth by allowing us to pay our bills and put food on the table, disappeared. Our relationship to work changed, not just outwardly or practically, but emotionally. I’ve talked with friends and colleagues who have felt that change in both positive and negative ways – often at the same time – and for me, at least, the jury is still out on whether on the whole, that change is for the better.
Amid so much change, many of us are spending our time dreaming about the things we get to go back to. At work, maybe that’s a return to seeing other humans in an office, getting to make art together, or creating space for serendipitous conversations. But I also think there’s value in thinking about the ways in which the difficulty of the last year have created space for new ways of approaching work and collaboration (and, of course, management) that deserve to be part of our next “normal.” Here are a few of the things I hope carry through (and if you aren’t doing these yet at your organization, it’s not too late to start):
Work doesn’t have to serve a community-building purpose in our lives. You don’t have to be there to make friends. But in a mission-driven organization, the sense of common purpose does tend to connect us to one another, and that can help us get through moments when collaboration is difficult or we’ve encountered a major challenge. The last year has forced us to create those connections intentionally if we want them to strengthen our teams. Some have done that by structuring in more regular 1:1 meetings or team connections; some by starting book clubs in a Slack channel; some by building a few minutes into the start of a meeting for everyone to get water or a snack, check on the kid doing virtual classswork, or just lie on the floor for a minute (goodness knows I’ve done my share of that). What if we kept those moments there when not everyone is operating in crisis mode all day every day?
Centering local communities.
Rallying around local businesses and organizations, the growth of mutual aid groups, and yes, endless walks around the neighborhood, have managed to help me feel rooted in my local community even as I feel disconnected from the ways that I’m accustomed to interacting with it. For me, it feels important to continue to center the people and organizations that keep me grounded in a sense of belonging once travel and more expansive interactions become possible again.
Asking for help.
A great many of us have had to let go of the fear of asking for help in the last year. We needed help applying for unemployment insurance (a nightmare even when the system isn’t wildly overloaded and laws aren’t frantically changing); looking for new jobs, prepping for interviews, and polishing up infinite resumes and cover letters; trying to keep programming afloat with reduced staff capacity; understanding new rules about payroll loans and sick time… the list is literally endless.
The point is, asking for help has been a critical part of getting us all through the last year, and that’s been really scary. There’s no room in the After Times to let that fear drive our actions.
We’re in this together.
If you’re at an organization that isn’t facilitating intentional connection, or that isn’t giving space for employees to ground themselves in a community where they can find belonging, or that discourages asking for help: know that it doesn’t have to be that way. You can do better, and you deserve better.
And if you hold power at one of those organizations, you owe it to the people who support your work to make progress on these things, because we won’t heal without them – in person or remotely.
I’ll be real with you: this post is very unlikely to help you navigate our current state of unrest and ongoing domestic terrorism in the US. My hope is that – assuming we all get through this moment – it will help you make enough sense of it to feel a little readier for the next crisis to hit your team, whether it’s brought on by external circumstances, internal conflicts, or anything in between.
I’m assuming you’re reading this blog as a manager (or aspiring manager) of a mission-driven team. You care about the work your team does on a level that isn’t just about being able to pay your rent. It matters to you that the work gets done – you care about the “effective” in “effective and equitable” – and so for you, it isn’t simply a matter of saying “work can pause while the world burns.” (If you are in a place where work can pause while the word burns, for goodness’ sake, pause it.) These are a few things I’ve learned from leading remote teams through difficult moments over the last few years; obviously none of those difficult situations were quite what we’re facing now, but I’m willing to bet that the lessons will continue to apply.
Crisis situations demand a focus point.
When something at work feels like an emergency, our instincts tell us to try to fix everything at once. We then fail to fix anything.
When there’s an emergency outside of work, maybe that captures all of our attention, and it becomes difficult to refocus on what we were there to do in the first place. Maybe we focus all our attention on work because that’s where we can exercise a little bit of control, but we end up focusing on things that don’t move our team forward.
In any event, the greatest gift you can give your team is a clear point of focus. What is the number one most important thing each person does? What changes about that when there’s a truly urgent situation? How can a team member know what’s most important for them to focus on, as quickly as a crew member of the Enterprise knows where to go when a red alert is called on Star Trek? How can you, the manager, help someone prioritize quickly in the event that some work needs to get dropped?
Review your work-emergency kit.
It’s likely that there are some foreseeable categories of crisis, and for those you can make specific incident response plans. These kinds of plans aren’t just for ops teams at big tech companies: system outages, family emergencies, power failures – these are things for which you can assemble a virtual emergency kit for your team to pull from when the time comes.
My work-emergency kits have included sample email language for rescheduling meetings or sharing a system outage; responsibility charts (ideally a full RACI or MOCHA chart) for who does what communication and who needs to approve lists or emails; report templates for lists of people I’m likely to need to email or call in case of an issue; and the EAP phone number if my workplace offers phone counseling as part of an Employee Assistance Plan.
You’re going to have to talk about it.
Dealing with all of this remotely adds another layer of effort: most of the time, you won’t be able to just look around the room and gauge how people are feeling. You won’t be able to intuit that folks are being affected by the situation at hand. You have to assume that at least some people are, and proactively make space for people to come to you if they need help prioritizing or can’t make their focus work that day.
You have to name that it makes sense for them to need you for this, and that that’s what you’re there for. Otherwise, people will hold back on asking for help for fear of looking unprofessional or wasting your time, and that’s a quick recipe for folks to spiral out into fear or anxiety before you realize what’s happening. By the time you see that they aren’t okay, they (and the work) may need a lot more effort to re-center.
It’s okay to not be ready. It’s not okay to be silent.
Many of us are navigating this particular set of circumstances for the first time. We’re inventing protocols and responses as the need arises. It’s expected and okay to not have all the answers, as long as you’re keeping lines of communication open and taking your staff seriously when they tell you they’re struggling. Be clear that you know that there are challenges, name the challenges you expect, and be open to understanding that others are likely facing difficulties you hadn’t even considered.
This is hard. It’s chaotic. But despite everything, I still put my faith in the power of a focused plan and empathy for the team. Let’s see what good we can do, friends.
Readers, we’re so close to the end of 2020. Maybe there have been points this year where you’ve thought “gosh, I wish I could remember that book Rachel mentioned in that one blog post, but it’s just too [gestures broadly at everything] for me to go back and look for it.” Maybe not! Either way, I’m here for you.
In this post, I’ve gathered a list of all the books I referred to on the blog this year. Please consider buying them from your local independent bookstore or requesting them from your local library, and as you do, remember that their staff is also experiencing this 2020 holiday season, so be gentle about delays.
Don’t be put off by the focus on tech teams – Resilient Management is great for understanding what your team members need from you, individually and as a group, and creating frameworks to meet those needs consistently.
Learn about tactics for intervening when you see something happening that isn’t right. Not work-focused particularly, but the principles apply at work, especially if you’re on a small team without formal HR processes.
Written by and for Black women in particular, and required reading for anyone who wants to understand how to do better at supporting and advancing the careers of the Black women in your org and your life (if you’re reading this blog, this is you).
Helpful in breaking down the stages of understanding and action that we all go through, over and over again, in our efforts to become more inclusive leaders. If you’ve ever been frustrated because your team doesn’t look exactly the way you want it to right now, this book might be for you.
Ostensibly focused on customer service operations, this book introduces the concept of maintenance and recovery anchors that have been key for me in framing what healthy teams look like.
I’m thinking about including some full book recap/review posts in 2021 – leave a note in the comments or email me to know what you’d like to see covered! (“Please cover my management book” is a very acceptable request, especially if you’re from a group that’s underrepresented in leadership!)
Have a safe New Year, all, and I’ll see you in January.
In the last post, we started to dig into why hiring and onboarding team members remotely is such a challenge. In this post, I want to talk through a couple of ways to get ready to meet that challenge once your new team member is on board.
Get real about your remote training options.
Think of the onboarding process as starting before you even write the job posting. When forming a sense of what you need from a new hire, whether remote or in-person, I like to start from the end goal: six months into this person’s role, what can they do on their own? What do you expect them to be able to produce without a lot of intervention from you or other members of the team?
Now, think about what resources you already have to get them to that point. What written documentation, videos, or webinars do you have available about how to do the day-to-day tasks of the job? What relationships need to be built in order for the job to work successfully? What are you prepared to teach someone on the job? What do you need them to already know on their first day?
Remember, as you’re interviewing, that you’re hiring that day-one person. You’re responsible for getting them to that month-six person. What are you capable of doing in those months to get them there? What do you need from them in those six months? Once you’ve got an answer to that question – at least in broad strokes, if not in every detail – you’re ready to start interviewing candidates.
Make asking questions a key expectation.
So you’ve made your plan, you’ve done your interviews; now we fast forward to your new hire’s first week.
One of the shortcuts that gets lost when we onboard someone remotely is the ability to identify when they need help, without them having to ask. When you’re working in the same physical space and can see your direct report while they work, you can identify the cues they send up when they don’t know what to do. Maybe they’re looking around a lot, maybe they’re fidgeting more than usual – you see a change in their behavior that cues you to go up to them and ask how things are going. You also know when to leave them alone: you can see that they’re deep in concentration or on the phone with a customer.
Remotely, you have no way of seeing their uncertainty or fear. You have no way of knowing whether they’re in the groove or flailing hard. Except one: by talking about it with them.
As a new employee, asking questions is often a vulnerable thing to do. You want to prove that you can get the job done, that your new boss didn’t make a mistake when they hired you. You don’t want to ask a question that will prove that you don’t know as much as you think you should. On a distributed team, that feeling of vulnerability is increased by the fact that in order to ask your question, you have to actively reach out to someone: send an email or a chat message, pick up the phone, speak up in a meeting. You don’t want to feel like a bother to your new employer, or risk annoying a senior colleague during their first impression of you.
As a manager, though, you need them to ask questions. That means that not only do you have to create a space where it feels safe for them to ask questions – you have to create the expectation that they will ask questions. Make it clear that for their first X weeks (depending on the role), whether they’re meeting their job expectations or not will be at least partly contingent on what questions they’re asking. You have to establish the understanding that it’s riskier for them to not ask – and then back that up by taking their questions seriously, checking in about what questions they have during/after your scheduled meetings, and giving them a peer mentor who can field the questions they might be scared to ask their new boss.
If you don’t yet have the infrastructure in place to enable easy question-asking remotely, one word of caution as you start to build that out: the path for enabling people to ask questions shouldn’t be “let’s stay on a video chat together all day.” There’s a time and place for optional extended video chats that serve as spaces to “work remotely together” for those who like to have more company than our current environment affords us. For new employees, though, it won’t feel optional even if you say it is (because they’re trying to prove themselves!), and is likely to create counterproductive anxiety. And let’s be real: we’ve all got enough of that already.
In the early months of the pandemic, when I was unemployed and looking around for my next move, I talked with a few recruiters who had similar stories: a fraction of their clients were theoretically hiring, but really what they were doing was trying hard to figure out how to make interviewing and hiring work remotely.
Having interviewed, hired, and onboarded dozens of (in my opinion) outstanding employees onto highly collaborative distributed teams, part of me wanted to say “hire me and I’ll help you figure it out.” Another part of me wondered why folks were finding it so hard, and in the next couple of posts I’m going to be digging into that question.
Maybe your team isn’t in a place right now to think about hiring and onboarding, but there are a few skills that go into doing it successfully that will serve you well in other parts of your work. These take time to build if you haven’t been focusing on them, and they take attention to maintain, so regardless of where you are in the hiring cycle – whether you’re a manager of a team that’s done comparatively well or whether you’re looking to get hired yourself – it’s worth thinking about them now.
Label your shortcuts.
One of the things people find difficult about hiring remotely is learning to translate the physical cues we’re accustomed to picking up when we meet someone in person. One reason that’s sometimes difficult is that we haven’t articulated what, specifically, we’re learning from those physical cues. It’s a shortcut – and shortcuts tend to be full of unconscious bias, so it’s worth unpacking these things even if you’ll go back to a co-located life as soon as it’s safe to do so.
If this is something you’re up against, consider what physical cues you feel you’re missing and what they signal to you. For example, eye contact is notoriously hard to replicate in a video meeting. What does eye contact convey to you? What does it stand in for that’s still important in a context where you might never share a physical space with your new colleague? Confidence? Attentiveness? Aggression?
Once you’ve labeled the shortcut for yourself, you’re in a position to figure out how to get there “the long way around” – by talking with them. Then, once we’re able to take the shortcuts again, ask yourself whether you and the person you’re talking to are really taking the same shortcut. Are you perceiving inattention from a lack of eye contact when they’re trying to convey respect? How can you use your words to figure out where that shortcut is leading?
After the interviews are over, there’s a whole new set of shortcuts that we take on in-person teams: cues that help us know how our new team member is doing, cues that help us as manager understand when to step in and when to lay back, and cues that help the new team member understand the cultural norms of the organization. In next week’s post, we’ll talk about some ways to get at those end goals with a distributed team.
In a lot of ways, for those of us in the US, the election might feel like an end point. It’s the milestone many of us have been working toward for the last four years. And it deserves to be recognized as the incredible accomplishment it represents.
My mission-driven managers, I encourage you to look at this as a beginning point as well. There are a lot of ways in which a Biden/Harris administration can make our path toward more equitable, effective workplaces easier, because we won’t be fighting against as many inequitable policies. There will be less ambient stress.
What that will allow us to do is to continue the work we’ve been doing under incredibly high-pressure situations, and to see how much farther we’re able to get without those extra weights.
The weight won’t be lifted from everyone on your team equitably. White folks in particular may be tempted to check out of the effort to create more equitable practices on your team, but checking out now cannot be acceptable. We’ve arrived at a place where there is much work to be done, we can see it clearly, and we’ve removed some major obstacles that made it harder to actually do it.
Don’t take your foot off the gas now. Take advantage of the opportunity to move forward toward the equitable, effective future our teams deserve.
Teams in the US today – and likely for awhile longer – are going to be struggling. There’s a lot of uncertainty, a lot of frustration, some celebration, and every feeling in between.
As a leader, your job today is figuring out what your team needs in order to keep their heads in the game and keep them from spiraling out into fear and anxiety. Today I’m taking some cues from political organizers, who are no strangers to working hard and not being able to see the results they were fighting for.
Validate what they’re experiencing.
Just about every concession speech will show supporters that they’re seen: I know you’re disappointed/frustrated/anxious right now.
Your team, especially those from minoritized backgrounds, might be feeling extremely legitimate fear, anxiety, frustration, and more. Those are hard feelings and sometimes the only way out of the intensity of them is through it. Acknowledge (sincerely) that those feelings make sense. If you can identify some clear ways that you’re committed to helping mitigate or solve the root cause of that fear, now’s a good time to share those.
Show them their impact.
There’s a reason why political campaigns tell you how many voters you contacted, how many people volunteered, how many signatures they got. It shows people that all the work they’ve done isn’t for nothing.
People are more likely to spin out when they don’t see a point to what they’re doing. Leaders, you’re in the best position to show them what their impact really is. If you can point to numbers and past performance, great; if you can’t, re-orient them toward your vision and remind them of your mission.
Create space for togetherness.
Election night gatherings, whether virtual or otherwise, are there because people need a sense of belonging and community when faced with uncertainty (and because celebrations are better together).
In a remote world, this is possible, if just different:
Keep an optional video call open throughout the day. This is not a meeting! No agenda, no action items, just the presence of other humans working toward a common goal with you. Don’t force people to join or turn on their cameras, but use it as an open “working together” space for those who want some company or accountability.
Open extra (and optional) 1:1 time slots in your calendar. Invite your team to book even just a 15-minute check-in with you to make sure you’re understanding where they’re at.
If you don’t already have a standing all-hands meeting at least monthly, get one on the calendar. Let everybody remember that they’re in this together, even if right now it feels like each person is trudging along in isolation.
Put your own oxygen mask on first.
You can’t do any of the above if you’re spinning out yourself. Let yourself feel your feelings before you face your team. Then, look at your mission statement. Literally put the words on a screen or write them on paper in front of you. Remember that you’re in this because it matters to you, to your patrons and constituents and customers and staff. Even if your mission isn’t one that feels like it should be anyone’s top priority right now, find what’s persistent in it: maybe that’s community, equity, understanding, learning, amplifying impact… I could go on. Focus on that and know that even in these times of wild uncertainty, those things still matter.
We’re all scrambling for any bit of clarity we can get our hands on right now. As a manager, you’ve got an opportunity to help create that for your team, in a way that can have outsized impact for them and for your organization.
In any time, clear goals, and your ability to meet them, are at the core of your organization’s effectiveness. No matter what team you’re in charge of, it’s critical to your organization’s success at meeting its mission that you’re able to identify and communicate clear goals for your team.
You’re responsible for holding your team accountable for meeting both team-level and individual goals. There are plenty of frameworks for setting useful goals; whether you’re a devoted“SMART” goal person or all-in on OKRs, there are a few aspects of goal-setting that are particularly relevant to the clarity of the goal:
A timeframe. If your goal does not have an attached timeframe, you can never tell whether you’re making appropriate progress toward the goal.
Some degree of uncertainty that the goal will be reached. As my friend Michelle Paul says, “A goal that you’re 100% confident you can reach is not a goal; it is an item on your to-do list.” Conversely, a goal that you’re 0% confident that you can reach is a fantasy. You want some confidence, just not total confidence.
An explicit understanding of how you’ll know when the goal is reached (the “measurable” part of SMART goals, and the “key result” part of OKRs).
Connection to your overall mission or larger objectives (the “clarity of purpose” for a particular goal).
Some managers approach goal setting from a top-down perspective: the manager sets the goals, the reports are responsible for them. I advocate for a more consultative approach, especially if your team members are relatively senior or have expertise in areas you don’t (that’s most teams!). In particular, you want your team’s input to understand how realistic your goals are to achieve, and to give them a chance to voice concerns about how their other work will be impacted. This process allows you to help them prioritize their current workload against a new goal, so that they understand that a new goal doesn’t mean they’re expected to simply take on more and more work.
Depending on your reports’ individual confidence levels, you may need to coach them toward a more ambitious target – it’s scary to set a goal that you aren’t sure you can reach, especially if you aren’t sure of the consequences of failing to meet that goal. Be as clear and explicit as possible about what happens if the goal isn’t met: “This is a new grant for us, so the worst-case scenario is we continue as we’ve been going. In that case, we’ll spend some time afterward reviewing the grant and looking at who was awarded it, so that we can focus our efforts more effectively in the future. But getting it would be an opportunity to expand our programs and have a significantly stronger impact toward our mission, and we also anticipate that it can strengthen our other fundraising efforts.”
If the goal isn’t simply a nice-to-have, but is instead a mission-critical job requirement, make sure to state that explicitly, and outline how the report will be held accountable for meeting that goal. Meanwhile, you need to be accountable for making sure that they have the resources they need to accomplish the goal – make sure the report knows that.
As early as possible in the process, detail what resources you know are already available, identify any moments when you want to be approached for help, and as the employee brings up new requirements, advocate for them to your board or leadership team while at the same time helping the employee identify any possible alternatives to meeting those needs in case additional resources can’t be made available. And speaking of what resources you know are already available… one of my favorites, The Management Center, has tons of resources available to help you delegate and goal-set with clarity.