Love or Fear the Boss

Fear vs LoveIn an article entitled “Love and Fear and the Modern Boss” in the Jan 2008 edition of Harvard Business Review, Scott Snook writes:

Five hundred years ago, Niccolò Machiavelli posed the question of whether it is better for a leader to be loved or feared, concluding that if you can’t be both (and few people can), being feared is more effective.

Snook’s thesis is that fear was the dominant model until a generation ago but today’s information economy requires leaders to show a softer side. He claims that the strict rules and productivity metrics typically associated with fear-based leadership are fine for factory assembly lines and risk-averse nuclear power plants but don’t work well for knowledge workers that interact with customers or for creative fields like advertising. To me this is slippery slope thinking and depends on what one means by “productivity metrics”.

If productivity metrics refer to ones that track outputs and not outcomes, that focus on activities and not impact, then I agree. As I’ve argued in the past, contact centers often miss this difference and institute efficiency metrics like ‘average length of call’, hoping to reduce this measure and therefore the number of reps required. Unfortunately, length of call tends to have a negative correlation to customer satisfaction.  

Nearly two years ago in Contact Professional, I pointed out that the issue is that efficiency metrics don’t consider the level of service from the customer’s point of view (external perspective, not internal). Customers care more about how long they have to wait to get their question answered and whether they get the right answers the first time, than the exact length of the call.

To me the choice of leadership style is less about stifling metrics and more about how strategy should cascade throughout the organization. This week I’m in D.C. to teach my popular class on cascading during which I’ll claim that there are valid reasons to cascade objectives identically, contributory, shared, or unique. Each of these approaches occupies a different location on the leadership spectrum of fear to love.

Even if my own personal style is probably somewhere right of midpoint on the love side of the spectrum, I would encourage all managers to focus on the notion of alignment. As the old saying goes, love me or fear me but just don’t ignore me.

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6 Responses to Love or Fear the Boss

  1. jaiz February 17, 2008 at 9:54 pm #

    Interesting , but I think it is not like … love or fear … it is only love .. i.e Unconditional Love (80%) and Conditional Love ( 20%) , where conditional love can be equivalent to the yester-year fear-based -strategies..just…..to ensure some accountability….

    I see it like this because today information is by-far freely available to anyone and everyone….. So being a leader demands visioneering where the team needs to be ushered with love , where team have only information and not the clear direction …. as to how to apply to reach the common goal. If fear is applied then team members opt quickly towards their personal goals.

  2. Kellie February 19, 2008 at 8:15 pm #

    interesting about your class . . . maybe you cover this in it. but, i can’t see how we can or even should generalize best leadership style. generally, i think its like sales; you either have this ability or you don’t. i say this not that people can not be trained but i don’t think you can train someone to be a salesperson or a leader. you can train people to be better at a natural skill. in some cases and industries love and hate could work equally well.

    but to your point about metrics perhaps we’ve gone too far in measuring these kinds of things. how can you measure impact? its definitely not easy and no one way that works for everyone. sounds like that is the topic of cascading objectives? how do we sign up for the class???

    • Jonathan Becher February 21, 2008 at 9:07 pm #

      Kellie, in this class I don’t try to teach leadership or even recommend a particular style. Rather, I try to answer the question: “How do I better align everyone (employees, partners, etc) so that they are working towards a common outcome?” You choose a style to cause this to happen and I suggest some strategy techniques that will reinforce it.

      As for measuring impact, I teach a separate class on the difference between output measures that monitor activities vs outcome KPIs that measure impact. I’ve given class through ALI and PI, in the past, and I’m thinking about doing it at work as well.

  3. Chris June 3, 2008 at 10:54 am #

    While leadership is often thought of a vague subject, it’s really a lifelong journey of self-improvement in the area of leading teams to achieving your goals. we can all improve our leadership through the study of the principles and some self-awareness and the willingness to apply these ideas in our teams.

    Adopting the right leadership is a skill we need to develop and then choose to deploy the best style for our team’s situation.

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