Introduction Who This Book Is for, What It’s about, and Why ix
About Manager Tools xii
A Note about Data xiii
A Note about Gender xiv
1 What Is an Effective Manager? 1
Your First Responsibility as a Manager Is to Achieve Results 2
Your Second Responsibility as a Manager Is to Retain Your People 4
The Definition of an Effective Manager Is One Who Gets Results and Keeps Her People 4
2 The Four Critical Behaviors 7
The First Critical Behavior: Get to Know Your People 8
The Second Critical Behavior: Communicate about Performance 17
The Third Critical Behavior: Ask for More 20
The Fourth Critical Behavior: Push Work Down 22
3 Teachable and Sustainable Tools 25
4 Know Your People—One On Ones 37
Scheduled 37
Weekly 42
30-Minute Meeting 46
With Each of Your Directs 48
The Manager Takes Notes 50
Where to Conduct One On Ones 54
5 Common Questions and Resistance to One On Ones 57
The Most Common Forms of One-On-One Pushback 57
Talking Too Much and Talking Too Little 68
Pushback on Note Taking 77
Can I Do One On Ones over the Phone? 79
Can I Be Friends with My Directs? 84
Can I Do One On Ones as a Project Manager? 92
6 How to Start Doing One On Ones 99
Choose Times from Your Calendar 99
Send Out a One-On-One E-mail Invitation 100
Allow for Possible Changes in the Near Future 101
Review Intent, Ground Rules, and O3 Agenda in Your Staff Meeting 101
Answer Questions 101
Conduct One On Ones Only for 12 Weeks 101
Don’t Rush to Get to Feedback! 102
Don’t Rush to Get to Negative Feedback 102
7 Talk about Performance—Feedback 103
Encourage Effective Future Behavior 108
When Should I Give Feedback? 121
8 Common Questions and Resistance to Feedback 127
How Does It Sound? 127
The Capstone: Systemic Feedback 133
9 How to Start Delivering Feedback 141
Announce Your Intention in Your Weekly Staff Meeting 141
Schedule 30 Minutes for Your Briefing 142
Use Our Materials 142
Cover the Purpose of Feedback 142
Walk Them through Each Step of the Feedback Model 142
Give Only Positive Feedback for Eight Weeks 143
Add in Negative Feedback after Eight Weeks 144
Stay as Positive as You Can 144
10 Ask For More—Coaching 147
Step 1: Collaborate to Set a Goal 149
Step 2: Collaborate to Brainstorm Resources 152
Step 3: Collaborate to Create a Plan 154
Step 4: The Direct Acts and Reports on the Plan 159
11 How to Start Coaching 163
12 Push Work Down—Delegation 165
Why Delegation Is the Solution—The Delegation Cascade 167
How to Delegate—The Manager Tools Delegation Model 173
13 Common Questions and Resistance to Delegation 179
What Should You Delegate? 179
What If a Direct Repeatedly Says No to Delegation Requests? 180
14 How to Start Delegating 183
Afterword 185
Index 189
MARK HORSTMAN is cofounder and managing partner of Manager Tools LLC, the producer of the #1 business podcast in the world, Manager Tools, which has been downloaded over 250 million times. Manager Tools coaches and trains managers, executives, and organizations on how to optimize the effectiveness of managers. It is a three-time recipient of the Business Podcast of the Year award.
"This book provides invaluable, actionable guidance for all
managers. It will challenge some of the assumptions that you have
about what makes an “Effective Manager”, and it will make you much
more effective in your role. I say this with confidence, having
followed much of the advice in this book for the past six
years."
Marc Grainger, Managing Director, Human Resources, Credit Suisse “I
have first listened to Horstman’s advice in 2006. I have
waited, thought about it, procrastinated, tried to find a catch,
surrendered to my fears, hunted for the unclear, the
over-simplification, any flaws. Eventually, when there were
no excuses left and things at work still needed improvement, I
began to focus on the 4 core management principles Horstman has
established and did what he suggests. Very quickly, my team
responded with thankfulness (!), and our results got better.
“Know your people, talk about performance, ask for more, and push
work down” is simply what you have to do if you want to call
yourself a professional manager".
Dirk Boergers, Company Manager, Stage Entertainment Group Germany
"I was very fortunate to come across Manager Tools over 10 yrs. ago
and I've continued to listen ever since. I've also attended the
in-person training and have purchased multiple products...each has
delivered value far in excess of its price. It's rare to find such
specific, actionable, and effective guidance...and I usually find
opportunities to apply this guidance within days!"
Graham Cochrane, Senior IT Manager, TD Bank Group
"The Effective Manager is one of those books that gets thicker over
time through turned-down corners, paper-clipped pages and the
addition of piles of sticky notes. There is advice for every
conceivable issue that comes up in a workday, from how to improve
project management by increasing team clarity to the minute details
of creating agendas for meetings that work better and end
earlier...The backbone of Manager Tools (one-on-ones, feedback,
delegation and coaching) has already helped me work more
effectively, which has been noticed by both executives and directs
already, even in such a short period of time."
Ellen Honigstock, Director, Education Development, Urban Green
Council of New York "The application of Manager Tools guidance and
principles are core to my success communicating with others and
delivering the most value from my organization."
Paul M. Witt, Associate Director, The Dow Chemical Company
"Having been trained as a scientist, the Manager Tools as available
via podcast and conference have always appealed to me for their
rational construction and the analysis that accompanies their
introduction. I am excited to have the basic tools available now in
book form where they can also benefit people that are not listening
to podcasts. When I am asked how I learned what I do, I will be
referring people to this written version in the future!"
Rob Hooft, Manager, ELIXIR Netherlands “The Effective Manager is a
must read for every leader. I’ve been following the Manager
Tools guidance for almost four years and have experienced a
measurable increase in job performance and promotion
frequency. This book would be a bargain at $10,000.”
Robert Greiner, Manager, Pariveda Solutions "Mark Horstman's The
Effective Manager represents best practices. Managers and
organizations can and should adopt them with confidence. Mark
provides a clear blueprint on how better relationships will drive
better results. I know from direct experience they adopt very well
in academic and non-profit environments, and I only wish I had
adopted these practices twenty-five years ago when I started in
industry. I will keep several copies on hand to give to
colleagues."
The Rev. Raymond Bonwell, Director, Organizational Training &
Development, The Board of Pensions of the Presbytarian Church "The
tools that Mark Horstman and his colleagues provide have been
an integral part of my work for over the past decade as an
executive in two separate mid-sized non-profit education
organizations. All managers within my span of control
regularly use the core elements of the Effective Manager Trinity.
Their effect has been unequivocal-equipping managers to be more
effective, ensuring employees have managers who engage in sound
practice which allows them to better pursue their professional and
personal aspirations, and, most critically, allowing my
organization to better pursue our mission of educating children in
a traditionally underserved community for college and a life of
active citizenship. From beginning managers to experienced
executives across non-profit and for-profit sectors, I would
recommend the Effective Manager as the very first resource to use
to help you and your organization improve. I could not
recommend it more highly!"
Ronald C. Brady, Regional Director, Democracy Prep Public Schools
"One-on-Ones, Feedback, Coaching, and Delegation in action, are so
effective at improving both results and retention. These tools have
had an outsized positive impact on both my career and even on my
general outlook on life. I can think of no better praise than to
note how many times I find myself repeating Horstman's sayings,
quips, and Laws, both at work and in my private life. If you want
to lead employees who consistently outperform and who want to
follow you through the rest of your career, the tools in this book
are a foundation that will stand the test of time. They have for
me."
Ari Mukamal, Director, Puerto Rico Pharmaceutical, Inc. "I started
listening to Manager Tools eight years ago when I was a direct in a
team. After eight years I have been promoted into management,
senior management, and finally into Directorship . This year I will
become a Managing Director. The rapid advancement of my career is
due to the implementation of the behaviors you will find in this
book."
Stephen Robison, Associate Director, WYG "The Effective Manager"
will carve its niche among the myriad books on management available
today because it truly dispels the myth that the ability to manage
teams of people is something innate, something that you either have
or don't have. This book restates those ideas and sets out
succinctly those steps that, if practised in a disciplined fashion,
will enable anyone to manage people effectively. There is
nothing in here that hasn't been road tested by Mark and his team
at Manager Tools over many years with the same, positive
results. No piece of advice that is not actionable. If
you follow the guidance in here with sincerity and discipline, you
will become an effective manager. Actionable guidance for
anyone. And that is what will make this book a classic."
Lee Cudmore, Legal & Commercial Manager, Khalifa A Algosaibi Group
"The methods I've learned from Manager Tools have been invaluable
to my career as a professional manager. Their specific,
actionable guidance has helped me to effectively lead teams of both
technical and non-technical professionals, and I wouldn't be where
I am today without them! The trilogy, and especially one on
ones, are the simplest and most effective management tools around."
Andy Sikich, Ruekert & Mielke, Inc. "Before using Manager Tools, my
one on ones were more manager-directed. Did I get across my
message? Did I get the information I needed? By switching that
mindset and committing to that time every week without change (95%
of the time), my relationships with others changed dramatically. I
still received the information I needed, but directs received the
information they needed as well. I was able to allow more autonomy,
and people felt more empowered. In addition, I've recently switched
places in my organization, and former direct reports have told me
how much they miss the one on ones. That's because of the MT
structure, and allowing it to be their meeting, not mine. Thank you
for helping me be a better manager."
Stan Ponder, Sr. Learning Technologist, Center for Learning
Innovation "I have followed the Manager Tools for a few years and
it has provided me with the organizational understanding that I
haven't been able to find anywhere else. The processes and
tools that they outline have enabled me to grow my team, become a
stronger leader and to further my relationships throughout my
organization, at all levels. Much of what they teach could be
considered common sense, but putting that common sense into
practice is where most organizations have fallen short.
Manager Tools provides a roadmap to execute this change which I
would consider a "roadmap to excellence in management."
Philip Wenger, IT Manager, Husky Injection Molding Systems "There
has been no greater resource more responsible for my professional
success than Manager-Tools. And I spent a lot of money on an
MBA."
Jonathan Giglio, Project Manager, IBM
"Every day in every city across the world, lax management causes
missed opportunities, creates delays and drives up costs. Skillful
management is slowly but surely disappearing. No one teaches this
stuff. Until now. This book opened my eyes to a wealth of untapped
opportunities. All the recommendations are actionable. No other
resource has been as valuable to me in my professional growth."
David Wood, Vice President of Engineering, Swisher International,
Inc. "Manager Tools has been part of my life every week for the
past 6 years, be that thru podcasts or TITIT. A big thank you to
Mark and the team, it’s helped and challenged me in equal measures
to do the right things, at the right time to execute our strategies
for the business. The advice is simple and straight forward and
sits on your shoulder like a little man constantly reminding you
how to perform at your best!"
Wayne Hollinshead, CEO, Pattonair
"If you are a new manager, new supervisor, or merely someone who
aspires to become a manager, you must read this book. The
guidance that the Manager Tools team provides will enable you to
quickly build trust, navigate tricky situations, and set you apart
from your peers. I directly contribute my own success as a
manager and the strong performance of my teams to the common sense
approach to management that I have learned from Manager Tools."
Kevin J. Cryblskey, Regional Manager, Operations, Enterprise
Products Company "There is no better management training than
Manager-Tools! Believe me, I've looked...I've used their trinity as
well as their hiring recommendations at both my ambulance service
and in the hospital with great results. The information in the book
is actionable and will tell you not only what to do but how to do
it. Buy it today!"
Ryan D. Lybeck, Regional Emergency Management Specialist, Fairview
Health Services "The guidance delivered in The Effective Manager is
the most actionable you will ever read. Mark and team consistently
deliver not just what you need to do to be effective, but a
step-by-step guide for HOW to do it. Few will argue with the
premise that teams perform better when strong relationships exist
between the team members and the manager. There are hundreds
of books and thousands of articles supporting this claim. The
burning question of ‘HOW do I build effective relationships with my
directs?’ is not addressed adequately in any of these
sources. Happy hours and taco Tuesdays are fun, but they
won't get you where you need to be. The Effective Manager will give
you step-by-step guidance on this and many other aspects of
management that will make you much more effective." Dax
Middlebrooks, Senior Manager, Supply Chain Murgers and
Acquisitions, Halliburton "As a new manager in 2014, Manager
Tools was recommended to me by our Controller. The principles
and guidance that I have learned and adopted have become an
invaluable asset to my effectiveness as a manager and the success
of my team within our organization. I have received many
compliments from Senior Management about the effectiveness of my
team since I have started using the Manager Tools Trinity.
This book is a must-read for any potential, new, or experienced
manager."
Tamara Hendricks, Accounts Payable Manager, Bodybuilding.com "Mark
is clear in what he recommends and his advice has a proven record
of making managers, and their organisations, better. Drucker's
advice is great for leaders. Horstman's tools are vital for
managers."
Simon Collier, Manager, IT Solutions & Standards, University of
Alberta "If you're looking for a management resource that is
tangible, practical, and actionable, you've found it with The
Effective Executive. Having this material at hand is like
spending hours with an extraordinary mentor. A word of
caution: don't read this book if you're afraid of getting
noticed. As you implement what you will learn your manager
will be amazed, your co-workers inquisitive and your direct reports
thankful."
Adam D. Stewart, Factory Manager, Raytheon Company "The Effective
Manager has been the Rosetta Stone of my management career. Putting
this guidance into practice can truly take your management approach
from middling to good or from good to world-class."
Andrew Farmer, Manager, PayPal Inc. "The Effective Manager is the
distillation of years of experience, speaking, writing, and
podcasting into an information-rich but easily digestible format.
From good relationships to getting results and retaining employees,
Manager Tools gives every manager the playbook & actionable steps
to be more effective than 97% of their peers. I recommend it
without reservation."
Brian Baute, Chief Information Officer, Quens University of
Charlotte "This is a must read for both emerging and existing
managers. The detailed and actionable guidance gives you step by
step instructions on how to become more effective in your
organisation. The information transcends generations, countries and
cultures and is proven with years of data. Managing people is much
easier and more effective with these tools."
Justin Savaille, Managing Director, Management PT
"Mark's work here is immeasurable! He delivers actionable step by
step guidance for managerial concepts that every manager should
know and use daily. I have used his guidance for over 9 years in
multiple management and non-management positions. It has help me
break down barriers with directs who were considered
"non-approachable" and eventually get them promoted to management.
Mark’s feedback model has made driving correct behaviors and change
simple and easy. It was something I used to fear, now it has become
a simple daily habit. My team loves it, my manager has started
using it and loves it. I can't say enough about how easy he has
made being a manager!"
Colby Jex, Associate Manager, Harris Corp
"Management how-tos are a dime a dozen, but Manager Tools stands
out. Mark and Mike offer a clearly-defined method on how to be a
good (and even great) manager, how to build effective teams, and
how to create value for your company (and yourself). I wish I had
discovered Manager Tools earlier in my career. This book is a must
for any professional who recognizes that survival in today's
competitive corporate environment is in the hands of those
who create and maintain effective relationships. Manager Tools
provides a road map on how to do that."
Dirk W. van de Bunt, EVP & CAO, Guthy-Renker LLC
"The advice that Mark Horstman gives out is the most practical
advice on management that you will find. This is not the latest fad
management trend. It is all actionable and absolutely right on.
Read this book and do what they say and you will be a more
successful manager - period!"
Lorne Cheeseman, CEO, Kestrel Biologic Inc. "I initially rolled out
the trinity within my department and started seeing instant
results. Now that I have been promoted to General Manager,
I'm using the tools to manage all of my staff, and my managers have
started using them too without me even having to encourage
them. The walls put up by the most guarded people on my team
have now been broken, the weakest performers are improving rapidly,
and our team has never been more coherent or productive than
now. I feel more in control, and my staff feels respected and
has clarity around where they stand. I can't thank you enough
Mark for opening my eyes on what it means to be a great
manager."
Damian Grose, General Manager, Tranen Revegetation Systems
"Manager Tools is one of the best resources I have come
across - giving practical advice about how to run an
organisation well, effectively, seriously, and with humanity. I
wish I found it earlier."
Richard Lucas, Serial Entrepreneur "Manager Tools has been a
tremendous gift for my business...I highly, highly recommend this
book!"
Rahim Karmali, DDS
"Mark Horstman taught me a vital lesson about management: there's
no voodoo. It's all about relationships, behavior and results. If
you want the latest management trends and lingo, don't read this
book. But if you want to learn how to act consistently and
effectively, buy the book, read it, and immediately share it with
your entire organization."
Michael J. Reitz, Executive Vice President, Mackinac Center for
Public Policy
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