Role Model Article Series: General and Operations Managers

According to the O*NET database, General and Operations Managers Plan, direct, or coordinate the operations of public or private sector organizations. Duties and responsibilities include formulating policies, managing daily operations, and planning the use of materials and human resources. This includes: Business Manager, Facilities Manager, Facility Manager, General Manager (GM), Operations Director, Operations Manager, Plant Manager, Plant Superintendent, and Production Manager.

To date, we’ve assessed 7 leaders in this role, in the Machinery and Heavy Equipment industry, including a unique 360° feedback platform that collected comments from managers, peers, direct reports, and others. Participants received comments from 108 raters. Although this small sample size means that we can’t separate out the top 85% of participants in a meaningful way or confidently say that these qualities apply to other organizations, we will highlight consistent strengths and talents for the current group; and look forward to updating these results in future.

A Key Problem with 360° Feedback and Performance Evaluations

Traditional 360° feedback and performance evaluations can hurt more than help, despite our best intentions. You've likely experienced this first-hand - the disheartening feeling that comes with being criticized and the natural inclination to defend yourself. We're all human, after all, and it's difficult to hear about what we perceive to be our problems and failures, even when we're eager to know about how we can improve.

There is an alternative - reframe the way you give and receive feedback, focusing on suggestions instead of criticism. It may seem like a simple and subtle difference, but it can have a powerful impact on our performance and engagement.

Criticism:

Focuses on the negative, and damages self esteem.
Feels painful and hurtful, and leads us to put up defenses.
Tends to be perceived as ‘who we are’, and difficult to change (e.g., “I can’t handle conflict”).

Suggestions:

Focuses on the positive, and on our capacity for change.
Feels helpful and beneficial, and encourages us to listen.
Tends to be seen as ‘what we do’, and something we can improve (e.g., “Dealing with conflict right away would help me diffuse it more quickly and easily”).

Helping you build a successful and engaged workforce.