危機管理高手養成秘籍
????燃油價格在不斷攀升。公司的股價在持續下滑,員工的士氣也日益低落。電腦又死機了——不會是病毒在作祟吧?壓力和焦慮步步緊逼:從天而降的買斷提議;員工要求加薪,不然就是要求在家辦公;大學學費再次上漲。問題層出不窮,壓力不斷累積,讓如今的職業經理人不堪重負。 ????約翰?漢姆表示:“我們以前認為,壓力是隨機出現的危急現象,只會偶爾發生。但現在看來,壓力或許是一種永久性的常態,高管需要不斷處理各種壓力。”約翰?漢姆曾經是位風險投資家,后來轉行擔任商業與高管培訓師。 ????紐約市的危機與公共關系主管戴維亞?泰敏對此表示贊同。她說:“風險已經成為新的常態。” ????近期對珠穆朗瑪峰學院(Everest College)進行的一項哈里斯民意調查(Harris Poll)顯示,在35到54歲的員工中,10%的人認為,在他們的工作中,“不合理的工作負擔”給他們的壓力最大,遠遠超過了通勤或對失業的擔憂。 ????美國心理學協會( American Psychological Association)開展的一項調查顯示,超過一半的員工認為,壓力使他們的生產效率受到影響;而近幾年,薪酬、工作和經濟成為最大的壓力來源。因壓力帶來的生產效率下降、缺勤和失誤使雇主每年蒙受的損失高達3,000億美元。 ????經理人和高管也必須分擔這個重負——但是,部分經理人和高管掌握了在競爭激烈、變化無常的環境中取得成功的能力。他們知道,在危機中如何發掘團隊的最大潛力。 ????近期出版的《重壓之下,表現更佳》(Better Under Pressure)一書的作者賈斯丁?門克斯認為:“想在未來取得成功的人必須視壓力如氧氣,并且善于利用壓力實現超越。他們可以將困境轉變成機遇。” ????門克斯曾與一些公司的董事會合作進行評估、測試和考查,幫助這些公司聘用或選拔新一任的CEO的人選。本書便源自他的這份工作經歷。門克斯目前在獵頭公司史賓沙(Spencer Stuart)擔任顧問,他收集了對150名CEO候選人的評估結果,并按四分位數,將表現最佳的候選人所具備的品質,以及表現較差的候選人所缺少的品質進行了單獨分類。經過五年的調查,他總結得出,最優秀的領導者均具備以下三種特質: ????1. 現實的樂觀主義。卓越的領導者能夠了解危機的實際情況,并從中找出脫穎而出的機會。門克斯在書中提到了務實的心態,他寫道:經理人必須“擁有直面現實的激情”。他說:“經理人必須表明他們正用務實的精神直面問題的核心,并對風險了如指掌。” ????2. 在混亂中找到秩序。這需要經理人綜合調動冷靜的頭腦、清晰的思路,以及改變現狀的動力。要在面臨嚴重危機時保持頭腦清晰和無所畏懼需要經過訓練。同時,也需要經理人擁有熱情,以調動員工,共同解決難題。 ????3. 服從公司的大局。這種服從于更高目標和更長遠利益的使命感將發揮巨大的作用。門克斯在書中寫道:挫折不斷地時候,高效的領導者“能巧妙地引導員工對的情緒,將其轉化成建設性的力量,繼續推動企業向前發展。”鼓勵團隊團結一致、共同邁向某個重要的目標,不僅可以培養團隊的韌性,還可以增進團隊的協作。 ????《壓力之下,表現更佳》一書,引用了幾位高管的事例,無論是在日常生活中,還是在及面對危機的時候,他們都會堅持這三個原則。比如,書中列舉了一家地區性醫院系統的CEO。他剛剛上任便面臨非常緊迫的情況:檢察官對該醫院進行了制裁,限令醫院在23天的期限內整改婦產科患者的護理服務,否則醫院將被吊銷醫療資格證書。 ????這位CEO對門克斯說:“當時企業正面臨生死存亡。”但是,這位CEO卻將危機轉化為機遇,把所有人都調動起來,迅速改善了狀況。他非常清楚當前的狀況,并在壓力之下保持了冷靜。這在很大程度上歸功于他之前曾經有過應對嚴重挑戰的經驗。 ????門克斯在書中寫道:“危機迫使領導者簡化事態,認清根本,即要取得成功必須解決哪些問題。然后重新鼓起勇氣,實現這些成功必備的條件。” ????門克斯相信,任何人都能夠培養和學習這種特質。他表示:“這絕對是后天習得的特質……即使最聰明的人,在適當的情況下,也會犯糊涂。”如果他們不能學會管理壓力,在關鍵時刻,他們可能會喪失領導力,甚至無法思考。 ????危機管理主管泰敏便曾經遇到過不少這樣的高管。她說,很少有人能掌握管理巨大危機的所有技能。這些技能包括毅力、對形勢清醒的認識,以及“全身心專注當前問題的能力。” ????她表示,擁有誠實品質和隨機應變能力的高管在極端壓力環境下仍然能夠應付自如。“隨機應變是一種無法言喻的能力……但卻可以幫你渡過重重難關” ????那么,高管如何才能成長為冷靜的問題解決者和現實的樂觀主義者呢? ????門克斯介紹說,有些公司會提供項目或下達任務,來幫助經理人培養這些品質。類似項目通常會以穩定的速率和合理的節奏逐步加大經理人的責任和壓力。還有些經理人則依靠自身的力量或借助導師的幫助來培養這些品質。 ????泰敏偶爾會組織高管進行“危機游戲”,通過在模擬情景中進行的角色扮演來揭示他們在面對劇變時的反應。 ????高管培訓師約翰?漢姆表示,經理人應該始終牢記,是哪些素質讓自己出類拔萃,同時投入必要的時間來培養對自己和團隊的信心。作為一名高管培訓師,他經常看到有的經理人因為某幾個問題就陷入全面的混亂。所以,他經常要求他們拋開所有情緒和焦慮,然后開始一點一點地理清形勢,解決問題。他要求他們用事實來打敗恐懼。他說“我們應該問問自己,如何接受壓力、并利用它使自己更上一層樓?” |
????Fuel prices are climbing. Your company's stock price is slipping and so is staff morale. The computer is freezing up, again -- is it a virus? The drumbeat of stress and anxiety nears: An unsolicited buyout offer for your employer; workers demanding raises, or the option to work from home; college tuition up again. Add all these items up and the pressure that an every day manager faces may seem unbearable. ????"We used to think of pressure as this random acute phenomenon that happened every once in a while. Now it may be more of a permanent whitewater state, something that executives need to deal with almost as a constant state," says John Hamm, a former venture capitalist turned business and executive coach. ????Davia Temin, a New York based crisis and public relations executive agrees. "Crisis has become the new normal," she says." ????In a recent Harris Poll for Everest College, 10% of workers ages 35 to 54 ranked "unreasonable workload" as the most stressful aspect of their jobs, classifying it as a more potent source of stress than the commute or fear of layoffs. ????More than half of workers say their productivity suffers as a result of stress, and money, work and the economy are the largest stressors in recent years, according to surveys by the American Psychological Association. Stress and pressure costs employers an estimated $300 billion a year in lost productivity, absenteeism and turnover. ????Managers and executives share this load -- but some have developed an ability to thrive in an intense, competitive, fast-changing environment. Such people know how to bring out the best in their teams during a crisis. ????"The people who are going to thrive in the future are those who can use this pressure to excel, as oxygen. People who have translated very difficult circumstances into opportunity," says Justin Menkes, author of the recently published book Better Under Pressure. ????Menkes' book is based on his work with corporate boards as they evaluate, test and consider who to hire or promote as their next CEO. Menkes, who is a consultant with executive search firm Spencer Stuart, gathered evaluations of 150 CEO candidates to isolate the behaviors that the top-performing quartile exhibited and the bottom quartile lacked. After five years of research, he found three key consistent characteristics that the best leaders display: ????1. Realistic optimism. The exceptional leaders demonstrated an ability to understand the actual circumstances of a crisis and see a chance to excel. Managers must "have a passion for confronting reality," Menkes writes in his book, referring to a pragmatic mindset. "You have to show you're staring into the sun with them; you're aware of the risks," he says. ????2. Finding order in chaos. This combines calmness, clarity of thought and a drive to fix the situation. It requires practice to stay clear-eyed and fearless when the world is tipping. It also requires zeal to solve a puzzle by engaging your staff. ????3. Subservience to purpose or corporate goals. This commitment to the higher calling or the greater good can make a huge difference. Effective leaders channel staffers' "intense reactions to recurring setbacks in a way that constructively keeps the organization moving forward," Menkes writes in his book. By encouraging a team to come together around some important goal, it cultivates tenacity and encourages collaboration. ????In Better Under Pressure, readers meet several executives who use these three principles in daily life and during crises. A CEO of a regional hospital system -- and one of the subjects in the book -- faced an urgent situation just after he started his job: The Inspector General had sanctioned the hospital and it had 23 days to show that it was correcting its care of obstetrics patients or the hospital would lose its Medicare certification. ????"You're staring at the near-death of your organization," the CEO told Menkes. Yet the CEO used the crisis as an opportunity to bring people together and improve things quickly. He was aware of the circumstances and calm under pressure in part because he had some experience with major challenges before. ????"Crisis forces leaders to boil things down to the essentials of what really needs to get done in order to succeed -- and then to pursue those essentials with renewed intensity," Menkes writes in his book. ????Menkes believes that anyone can develop and learn these traits. "It's absolutely learned…. The smartest person can be rendered stupid in the right set of circumstances," he says. If they don't learn to manage pressure and stress, they may lose their ability to lead or even think at a crucial moment. ????Temin, the crisis management executive, sees many such executives. "Very few people have all the skills" to manage a huge meltdown, she says. Those skills include stamina, a clear view of the situation and "the ability to focus themselves full bore on the problems at hand." ????Executives with honesty and "a spirit of improvisation" may do well under extreme pressure, she says. "That uncanny ability to improvise … gets you through a huge amount." ????So how do executives develop into a calm problem solver and realistic optimist? ????Some companies offer programs or assignments that help their managers develop these qualities, Menkes says. Such programs often increase a manager's responsibilities and pressure at a steady, measured rate. Others managers develop these qualities by themselves or with the help of a mentor. ????Temin runs occasional "crisis games" with executives so they can role-play scenarios and discover how they react to upheaval. ????Executive coach John Hamm says that managers should remember to recall what makes them talented and take the time to trust themselves and their team. As an executive coach, he sees managers collapse several issues into one large mess, so he often asks them to remove the emotion, the anxiety and start untangling things, bit by bit. He asks them to use facts to fight off fear. "How do we allow the pressure to call us to a higher ground?" he asks. |