Consistent management keeps things running smoothly

Organizations have the freedom to determine their approach to the marketplace and therefore determine how they want to play the game.

Managers are called upon to deliver many functions to the benefit of their organizations. The administration of organizational policies, processes and practices in a consistent manner is a primary element of the position. The extent to which these organizational elements are delivered consistently establishes the culture of an organization.

We are coming to the close of the regular Major League Baseball season. The umpires in a game are the managers of the game. The plate umpire has the primary responsibility of calling the balls and strikes of the pitches thrown. The same umpire calls the balls and strikes for each team for the entire game. On occasion the plate umpire can request a second opinion on a given pitch from one of the field umpires.

Baseball games have been determined by the consistency of the home plate umpire’s calls of balls and strikes. Of course, there are rules that define what constitutes a ball or a strike. Also, each umpire is given a little leeway to make the calls in regard to high, low or corners of the plate. However, the consistency of calls for each team is one of the criteria by which the umpires are evaluated after the games.

An organization’s managers need to be held to the same level of consistency as it relates to the “rules of the game.” Organizations have the freedom to determine their approach to the marketplace and therefore determine how they want to play the game. However, inside the organization, usually, the more consistent managers are with the administration of the rules or guidelines, the better the results.

Managerial consistency touches most areas of a manager’s functions. I wrote in a previous column about managerial praise and correction and the need to be consistent in where and how each is delivered. Evaluations, assignments, promotions and team assignments are just a few of the areas that need managerial consistency.

On occasion, movies and television programs offer great examples of the exposures of inconsistent management. These comedies have depicted the inconsistent manager as a joke. Additionally, we see the negative impact on the team members.

The downside of inconsistent management is that work might still be accomplished; however, in these competitive times, organizations need all employees to be fully engaged. When I have observed inconsistent management, usually all team members are not fully engaged. Additionally, some

may be performing at minimum levels. Typically, they are disgruntled and they are waiting for their exit opportunity. A departing team member takes with them the organization’s investment in their development, your strategies and leave a vacancy that needs to be filled. Inconsistent management can be expensive.

As we have seen recently, in newspapers and various other media formats, those who are responsible for the management of an organization or an institution need to be consistent. The extent to which any manager is not consistent can damage the culture or cohesive factor that binds the organization or institution together.

Cornell Wright is the lead consultant at The Parker Wright Group Inc. in Stratford, with a focus on benefits of strategic customer service. He can be reached at 203-377-4226 or cornell@parkerwrightgroup.com.