Читать книгу The Corner Office: How Top CEOs Made It and How You Can Too - Adam Bryant, Adam Bryant - Страница 6

At some point, the notion of being a team player became devalued in corporate life. Perhaps it was all the rah-rah team-building exercises, the jerseys, the T-shirts, the buttons. They may be good for bonding, but improving teamwork on the job? That takes more work than trust-building exercises like falling backwards into a colleague’s arms. The notion of being a team player has been reduced to a truism – I work on a team, therefore I am a team player. It’s a point captured in a cartoon, by Mike Baldwin, in which an interviewer says to a job candidate, “We need a dedicated team player. How are you at toiling in obscurity?”

The most effective executives are more than team players. They understand how teams work, the different roles of individual players, and how to get the most out of the group. They know how to create a sense of mission and how to make people feel like every-one’s getting credit. They know how to build a sense of commitment in the group. Just as some people have street smarts – they are savvy and know their way around a neighborhood, and they understand the unwritten rules for getting things done – others have team smarts.

In a world in which work is increasingly done through collaboration, team smarts is an essential skill.

“With most of the important things I learned about leadership, it was usually because we weren’t hitting our numbers,” said Teresa A. Taylor, the chief operating officer of Qwest Communications. “When things are going well, you think, ‘Oh good, everything we’re doing is right.’ When things aren’t going so great, that’s when you reflect and you say, ‘What am I doing that isn’t working, or what do I need to change?’ It’s very much on instinct and experience. Even the instinct is driven by watching people’s body language, watching how they’re presenting. I mean you can just ask an open-ended question, and if three people wiggle and one person doesn’t, you can figure, okay, they’re not working together. So I do spend a lot of time reading the room.”

It starts with an understanding that teamwork is built on a foundation of one-to-one interactions between people, an unwritten contract that has nothing to do with business cards, organization charts, or titles. A big part of being team smart is appreciating that teamwork is developed by conveying a sense that you are looking out for a colleague, that you’ve got her back. It’s these small exchanges – a favor here, an extra mile of effort there – that become the connective tissue between two people. And that’s where team-work starts: with two people.

Greg Brenneman, the chairman of the private equity firm CCMP Capital, said that one of the most memorable lessons he learned about leadership was from the future Massachusetts governor and presidential candidate Mitt Romney, with whom Brenneman worked at Bain, the consulting firm, long before Romney went into politics.

“He said, ‘Greg, in any interaction, you either gain share or lose share. So treat every interaction as kind of a precious moment in time,’ ” Brenneman recalled. “And I’ve always remembered that, because I think it’s really true. So what I’ve tried to do is have more conversations where I’m gaining share than losing share, to try to add value to everything.”

Gary E. McCullough, the CEO of Career Education Corporation, shared a story that helps bring Brenneman’s rule to life. It involved a woman named Rosemary, whom he came to know when he was working at Procter & Gamble. She operated the coffee cart that came around each morning, but McCullough came to appreciate her keen sense of people, and her insights about whether they understood the basics of teamwork.

“Rosemary had an uncanny ability to discern who was going to make it and who wasn’t going to make it,” McCullough said. “And I remember, when I was probably almost a year into the organization, she told me I was going to be okay. But she also told me some of my classmates who were with the company weren’t going to make it. And she was more accurate than the HR organization was. When I talked to her, I said, ‘How’d you know?’ She could tell just by the way they treated people. In her mind, everybody was going to drop the ball at some point. And then she said, ‘You know you’re going to drop the ball, and I see that you’re good with people and people like you and you treat them right. They’re going to pick up the ball for you, and they’re going to run and they’re going to score a touchdown for you. But if they don’t like you, they’re going to let that ball lie there and you’re going to get in trouble.’ Again, I think it’s those intangible things.”

Being team smart begins with the foundation of learning to work with another person. The next step is to understand team dynamics, and the role that individuals play on each team. Many CEOs have learned these lessons through sports.

Mark Pincus, the CEO of Zynga, the online gaming company, said his experience playing soccer on his school team was a formative leadership lesson.

“We were on the same team together, most of us, for eight or nine years, and we were at a really little school in Chicago that had no chance of really fielding any great athletes,” he said. “But we ended up doing really well as a team, and we made it to the state quarterfinals, and it was all because of teamwork. And the one thing I learned from that was that I actually could tell what someone would be like in business, based on how they played on the soccer field. So even today when I play in Sunday-morning soccer games, I can literally spot the people who’d probably be good managers and good people to hire.”

He explained the qualities he looked for on the soccer field:

“One is reliability, the sense that they’re not going to let the team down, that they’re going to hold up their end of the bargain. And in soccer, especially if you play seven on seven, it’s more about whether you have seven guys or women who can pull their own weight rather than whether you have any stars. So I’d rather be on a team that has no bad people than a team with stars. There are certain people you just know are not going to make a mistake, even if the other guy’s faster than they are, or what ever. They’re just reliable.

“And are you a playmaker? There are people who don’t want to screw up, and so they just pass the ball right away. Then there are the ones who have this kind of intelligence, and they can make these great plays. These people seem to have high emotional intelligence. It’s not that they’re star players, but they have decent skills, and they will get you the ball and then be where you’d expect to put it back to them. It’s like their heads are really in the game.”

Andrew Cosslett of InterContinental Hotels Group also learned about team dynamics from sports – in his case, rugby.

“Everyone’s different, so you have to know people,” Cosslett said. “I think having a sense of self-awareness is very important, like how you impact each of the people you’re with differently. The whole thing about staying alive on a rugby field is about reliance on the guys around you. Each one of those people on a rugby team responds differently because it’s physically dangerous as a game. It has a tension in the changing room before you go out to play that’s not like any other sport, and I’ve played lots, because it is almost like going into battle. There’s a chance you’re going to break your neck or have a very bad injury.

“You need to jell with them as a team, but each one responds individually. So it’s about seeing the world on their terms and then dealing with them on their terms, not yours. I think you’re born with some of this as well. I’m very sensitive to how people are thinking and feeling at any given moment. That’s really helpful in business, because you pick things up very fast.”

Part of team building is understanding the roles that different personalities play in a group. For example, Will Wright, the video-game developer behind best-sellers like Spore and The Sims, sees people either as potential “glue” or “solvent” in a team setting when he is considering hiring someone.

“There is the matter of how good is this person, times their teamwork factor,” Wright said. “You can have a great person who doesn’t really work well on the team, and they’re a net loss. You can have somebody who is not that great, but they are really very good glue, so that could be a net gain. A lot of team members I consider glue within the team in that they disseminate things effectively, they motivate and improve the morale of people around them. They basically bring the team tighter and tighter. Others are solvents, and it’s their kind of personal nature that they might be disagreeable. They rub people the wrong way. They’re always caught in conflicts. For the most part, that is at least as important as their competence in their roles.”

Team smarts is about having good peripheral vision for sensing how people react to one another, not just how they act. George S. Barrett, the CEO of Cardinal Health, described an example of how he assessed different managers when he moved into a new role.

“I was running a company that was acquired by a bigger firm,” he said. “I stayed with them after the acquisition, and then I got a call from the chairman and he said, ‘We’re having some issues with our flagship company. Would you be willing to come in and run it?’ I was thirty-four years old, and I said to myself, ‘Well, it’s already struggling. How badly could I mess it up?’ So I went there. Everyone on the management team was in their fifties, so the first day I was introduced to them, I thought they were going to collapse. You could sort of see them thinking, ‘That kid?’

“I realized I was going to have to win these guys over pretty quickly. I also knew that there were some folks in that group who were probably not going to come along for the ride. It was a turnaround, so I knew that I was going to have to move quickly to fix some things. I was very clear and direct about what I thought we were facing and what we needed to do about it, without blame. I had to create an environment in which people knew it was their job to tell me things that we needed to do because we were going to run out of time. I tend to be very direct. I expect people to be that way with me.

“I concluded fairly quickly that not many of them would be staying. There were some very capable people there, but I just think the employees had lost confidence in them. That’s very hard to recover, because so much of leadership is about trust and belief. People have to believe in you. And when they stop believing in you, you can say all the things in the world, but it’s very, very hard to mobilize an organization when they’ve lost that belief.”

Barrett said that watching the managers, and watching the or ganization respond to them, helped him figure out who was going to remain on the team.

“I’ll give you an example,” he said. “We’re sitting with a large group of folks, about forty to fifty managers, and people are standing up to raise certain issues. And I watched this one executive. People were watching and riveted to him, really listening and engaged. And then this other executive spoke, and I watched him address the group, and I watched everyone’s eyes. And their eyes went back down to their tables. They couldn’t even meet eyes with him. It was a clear signal that said, ‘You’ve lost us.’ So sometimes you don’t know what the messages are that you’re going to get, but you have to look for them. They come from your peripheral vision. And that was one of those cases where I just knew it the second it happened.”

How do CEOs build a sense of teamwork, and not just team spirit? Mark Pincus of Zynga used an unusual strategy at one company to encourage each employee to understand his or her individual role better, and to take responsibility for it. He decided to take a more dramatic step after he grew frustrated that too many of his employees were coming to him for answers.

“I’d turn people into CEOs,” he said. “One thing I did at my second company was to put white sticky sheets on the wall, and I put everyone’s name on one of the sheets, and I said, ‘By the end of the week, everybody needs to write what you’re CEO of, and it needs to be something really meaningful.’ And that way, everyone knows who’s CEO of what and they know whom to ask instead of me. And it was really effective. People liked it. And there was nowhere to hide.

“We had this really motivated, smart receptionist. She was young. We kept outgrowing our phone systems, and she kept coming back and saying, ‘Mark, we’ve got to buy a whole new phone system.’ And I said, ‘I don’t want to hear about it. Just buy it. Go figure it out.’ She spent a week or two meeting every vendor and figuring it out. She was so motivated by that. I think that was a big lesson for me because what I realized was that if you give people really big jobs to the point that they’re scared, they have way more fun and they improve their game much faster. She ended up running our whole office.”

Nell Minow of The Corporate Library said her best lesson for building a sense of teamwork is to organize a group around a simple word: we.

“The first time I ever really thought of myself as a leader was when I had a series of experiences in college, over a period of about eighteen months, working on four different group projects,” Minow said. “What I learned from that is if you can get everyone to agree what the goal is, and to identify themselves with the successful achievement of that goal, then you’re pretty much there. One thing that helped move my thinking forward was that I noticed in my first job that there was something very definitional in who was included in somebody’s ‘we’ and who was included in somebody’s ‘them.’ I found generally that the more expansive the assumptions were within somebody’s idea of who ‘we’ is – the larger the group you include in that ‘we’—the better off everybody was. I started to really do my best to make sure that my notion of ‘we’ was very expansive and to promote that idea among other people.”

Another key strategy for building a sense of teamwork is learning to share credit.

“I was a mechanic in the Navy,” said Gordon Bethune, the former CEO of Continental Airlines. “And mechanics in the Navy are like mechanics in airlines. You may have more stripes than I do, but you don’t know how to fix the airplane. You want me to fix it? You know how much faster I could fix the airplane when I wanted to, than when I didn’t want to? So I’ve always felt that if you treat me with respect, I’ll do more for you. As I went up the ladder in the Navy, I never forgot what it’s like to be down the ladder, and that being good at your job is predicated pretty much on how the people working for you feel. Here’s my theory: Let’s say we’re all mid-level managers, and one VP slot is going to open up. I’ve got ten guys working for me, and for the last five years, every time I got any recognition, I said, ‘Bring them on the stage with me.’ Who do you think is going to get the job? I’m going to get the job.”

Teamwork can be built by being explicit about the roles people play, and insisting on rules and routines. Jilly Stephens, the executive director of City Harvest, a nonprofit organization that helps feed the hungry in New York, learned this lesson when she had a leadership position in her twenties at Orbis International, where she had responsibility for coordinating the medical teams aboard a “hospital with wings”—a plane that flew around to developing countries to perform eye surgeries.

“It was a lot of responsibility, and I guess it was a sort of sink-or-swim moment,” she said. “I had to lead that group, and it was complicated by the fact that it was multinational, so at its peak I think I was dealing with eleven or twelve nationalities. We were probably about thirty to thirty-five people. It was constantly focusing on teamwork. The way we did it was just being really rigorous about routine and, in some ways, not that flexible, so people really knew what the ground rules were. One example – and it seems so matronly now that I look back on it – was that the team had to be in the lobby at the hotel, ready to go to work, at whatever the designated time was. If they weren’t there, the bus leaves. You get to the airport yourself. If we were in Tunisia, that meant finding a bike and cycling across the desert to get to the airport. When I first got to the field, you would have the nurses, engineers, whoever, waiting, and you would maybe have one who just couldn’t drag himself out of bed and everybody’s waiting. We saw behaviors change fairly rapidly. So we had a fairly tight routine, and we made announcements every morning. It was just important to let everybody know what was coming.”

Sharon Napier, the CEO of the advertising agency Partners + Napier, played basketball in high school and college, and she uses sports analogies constantly with her staff to drive home messages, including the notion that people have roles to play, that the team’s success is what matters most.

“I went from playing high school basketball to college basketball,” she said. “You can be a star in high school, and you can be the ninth player in college. It’s just the way it is. So I always talk about understanding the bench strength. First of all, every player has a role. Know what it is. If you’re the seventh player who’s supposed to go in and get five rebounds because we need them, that’s your role. So I talk about that a lot – we don’t have the starting team and the not-starting team. We have a bench, and everybody has to be strong. They come in and they bring different things to the table. And you learn that by playing. You learn that if you’re not worried about your own success, and you’re worried about the success of the team, you go a lot further.”

Perhaps one of the simplest ways to think about teamwork is to forget or organization al charts and titles. Companies increasingly operate through ad hoc teams, formed and disbanded to accomplish various tasks. Team smarts refers to this ability to recognize the type of players the team needs, and how to bring them together around a common goal. Susan Lyne, the CEO of Gilt Groupe, said the ultimate test of team smarts today is being able to bring together a group of people, including those who don’t report directly to you. Lyne described how she grew to appreciate team players, and what they can and should bring to the table.

“I think that now I have a very strong antenna for someone who is going to be poison within a company,” she said. “I think that early on, I was wowed by talent, and I was willing to set aside the idea that this person might not be a team player. Now, somebody needs to be able to work with people – that’s number one on the list. I need people who are going to be able to build a team, manage a team, recruit well, and work well with their peers. And that’s another thing you learn over time. Somebody may be a great manager of a team, but incapable of working across the company to get things done because they’re competitive, or because of any number of reasons. Can they manage down? Can they work across the company and get people to want to work with them and to help them succeed? And are they going to keep you well informed of everything that’s going on?”

Lyne said this skill is so crucial today that business schools should be teaching it in more courses.

“There are a lot of great courses on managing or developing a strategic agenda, but there is very little about how to work with your peers where you need to get X done, and you need these other three departments to give you X amount of time in order to succeed at that. The people who truly succeed in business are the ones who actually have figured out how to mobilize people who are not their direct reports. Everyone can get their direct reports to work for them, but getting people who do not have to give you their time to engage and to support you and to want you to succeed is something that is sorely missing from B-school courses.”