“Go at them hard!” That’s what people say: “You must confront them severely, Niño. Tell them exactly how it is. Really confront them strongly. Put them through the wringer. It’s necessary.”
Outsourcing Your Leadership Responsibility
Thea is logistics manager in a large hospital. She reached out because she wants her team to become more customer-oriented. Hospitality is a high priority in the hospital.
“They need to become aware of their behavior and how it comes across to patients, visitors, and colleagues from other teams and divisions. Because sometimes, it just doesn’t work. They sit together in the hallway during breaks, or drive through with earphones on listening to music. And we must anchor the changes well, so that it doesn’t remain a one-time thing.”
Me: “How is it for you to confront?”
Thea: “What do you mean?”
Me: “Well, is it easy or hard for you?”
Thea: “To be honest… I find it quite difficult.”
Me: “So should I do it for you?”
Thea: (She laughs) “Yes, please.”
We burst out laughing. But she sighs:
Thea: “No, that’s not actually right.”
Me: “And how about the team leaders, do they confront people?”
Thea: “Very little. But yes, I understand that. They work daily with the team; the atmosphere must stay good.”
Me: “I’m happy to work with your team, but I’d first like to work with you around this theme: strengthening your leadership. Then we can see if next steps are needed.”
Thea: “That would be nice.”
As a facilitator (or coach), I must stay alert: don’t try to fix someone else’s job. Don’t let someone outsource to you something they need to learn themselves. By doing so, you neither serve them nor yourself. The solution to a “problem” doesn’t always lie in a team training.
Reflection Questions
Next time you schedule a team training, pause and reflect:
- Are you outsourcing something to others that you actually need to learn yourself? How will you organize your own leadership development?
- What do people outsource to you, things you accept because you want to help, but that the other should really learn themselves? How will you hand back that task?
