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1. What great managers know: People don't really change that much, therefore don't waste time trying to put into them whatever was left out. Instead, try to draw out of each individual that which WAS put into them - their talents; that is a difficult enough task to successfully accomplish.
2. What do great managers do:
- Select the right person (based on his/her talents more than his/her intelligence, skills, experience, or knowledge). It is vital that the manager be able to recognize the difference between talents, skills, experience, knowledge, & intelligence. If you don't "get" this concept, think of a sports superstar. She might be REALLY smart & she might have played the game a whole lot. She might have excellent techniques & she might know a lot about the game; BUT if she doesn't have a TALENT for the sport, then she's not going to be a superstar, she's just going to be another good player. Everyone is talented at something. Great managers like good coaches can find that talent & bring it out so the team benefits from it.
- Set specific expectations/outcomes (not quotas & not the specific steps to take) - Manage by remote control - don't be controlling.
- Continually motivate the person by focusing on his/her strengths. Release his/her potential instead of trying to 'fix' him/her. Manage around his/her weaknesses.
- Continually & effectively develop the person & help him/her find the right fit - not just the next rung on the ladder. Don't promote him/her to his/her level of incompetence. Create heroes/models in every role.
3. Companies should focus on creating a corporate climate that is highly supportive of managers who consistently achieve great & improving outcomes.
4. The four key business outcomes are:
- Productivity
- Profit
- Retention
- Customer Service
5. The four key business outcomes (productivity, profit, retention, & customer service) are founded more by the employee's immediate manager rather than by the overall company. Employees tend to stick & work with or to leave managers - not companies.
Based on the Gallup Organization's 20-year investigation into the core characteristics of great managers & great workplaces, as published in: FIRST, BREAK ALL OF THE RULES, What the World's Greatest Managers Do Differently.
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