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  Praise for Leading the Unleadable

  “Alan Willett’s book is timely, topical, and extremely valuable, filled with excellent examples and a great deal of practical useful wisdom.”

  —Prof. Barry Dwolatzky, director, Joburg Centre for Software Engineering (JCSE), Wits University, Johannesburg, South Africa

  “A must read for anyone aspiring to be an exceptional leader. Alan says, “The call to leadership is a choice.” If you feel called, and if you make the choice, you will glean a world of value from Leading the Unleadable that will benefit your career for years to come.”

  —David VanEpps, delivery executive, Acxiom

  “When confronted by a difficult business problem, Alan can find the best bits to anchor onto and grow into team ownership. His eye for the hidden detail is second to none. Alan is a master chef and the chapters within his book are his recipes for success. Having tried a few of these recipes I can say the final dish is a delight. Alan always has a guiding manner when it seems all is lost. The calm Alan brings when acting on volatile subjects is talent we could all use. With this book I will have Alan alongside me whenever I need that advice.”

  —Steve Watkin, engineering director, ASM Pacific Technology

  “A great addition to Alan’s proven powerful contributions to the field of leadership.”

  —Girish Seshagiri, VP and CTO of ISHPI

  “In the IT organizations I help, the root cause of most problems is a failure of leadership. I’ll be handing out Alan’s book to IT leaders as part of my work to help IT live up to its promise.”

  —Sten Vesterli, principal, More Than Code, Copenhagen, Denmark

  “Thought-provoking and to the point. Alan Willett’s Leading the Unleadable transformed how I handle difficult situations.”

  —Rob Synder, president & CEO, Envisage Information Systems

  “Alan’s work in this book is valuable at multiple levels. For all who are grappling with leadership—either as a leader, as a leader of leaders, or perhaps as an aspiring leader, he has new insights to offer. The topic is a challenging one. Alan’s approach is direct and his field research really buttresses the learnings.”

  —Max Steinhardt, president, CBORD

  “Alan provides unique guidance on how to handle the personality quirks that sometimes become big problems for the rest of the organization. Better yet, he goes well beyond reacting, to preventing the problems from even emerging. Very enriching and powerful help for leaders.”

  —Pedro Castro Henriques, CEO Strongstep, CEO SCRAIM

  “Every work setting has its share of mavericks, cynics, divas, and other difficult people . . . The difference between success and failure is figuring out how to mold these challenging (and smart) people into one team with a common focus. Alan’s book offers some great insights on how to make this happen, and he offers practical guidance and relatable examples. I recommend this book!”

  —Richard Harris, executive director, Predix Applications Engineering, GE Digital

  “Alan Willett reminds us that successfully leading our organizations is all about being with people. In his book, Alan systematically deconstructs the challenges that all leaders face and lays out a playbook of pragmatic techniques and mindsets for transforming people problems into inspirational moments of leadership.”

  —Greg Kops, CEO, Think Topography

  LEADING

  THE UNLEADABLE

  LEADING

  THE UNLEADABLE

  How to Manage Mavericks, Cynics,

  Divas, and Other Difficult People

  ALAN WILLETT

  This book is dedicated to my awesome family.

  ACKNOWLEDGMENTS

  Thank you to all my reviewers and to the leaders I interviewed. You all have provided me with great insights and helped make everything I did in this book much better.

  Deborah Hazell, CEO of HSBC Global Asset Management, provided hard-hitting insights into executive leadership and challenged me to see perspectives in new ways on many topics.

  Elizabeth Zach, editor at Book Crafters LLC, provided me rush services with amazing speed and clarity at the points I most needed them.

  Hazel Crofts, client and friend in England, provided me with pushes on where I was missing important details and where I had injected cultural biases where they did not belong.

  Jesse Schell, CEO of Schell Games, provided me with great insights into not just the special world of game design but also into getting the focus of the book narrowed in on the proper experience for my readers.

  Julia Mullaney, former teammate and always a leader, gave me the big picture I needed and kept pushing me toward the high bar of excellence.

  John Willig, president and literary agent at Literary Services Inc., discovered me and introduced me to the world, and kept me very focused on how to get it done!

  Max Steinhardt, CEO of CBORD, was very generous with his time. Our discussions on trouble, leadership, and excellence pushed my thinking in the right directions.

  Rick Harris, executive director of Application Engineering at General Electric, is one of those leaders who is like organized lightning; the speed and clarity with which he covers important topics is illuminating.

  Stephen S. Power, senior editor at AMACOM, helped me shape the concept into a book with his persistence, vision, and wisdom.

  Steve Watkin, director of Engineering at ASM, was one of the earliest reviewers of my materials. Thanks for being so brave!

  Special thanks to my book proposal writing group led by the amazing Dr. Alan Weiss.

  Special thanks to my wife, part of my two-person “duprass,” who went for walks with me every time I was stuck. We covered many miles.

  CONTENTS

  PREFACE

  PART 1

  THE CALL TO EXCEPTIONAL LEADERSHIP

  1. The Leadership Crisis Point

  2. Accept the Call of Exceptional Leadership

  3. The Mindset to Lead the Unleadable

  PART 2

  THE LEADER IN ACTION: SPOTTING TROUBLE, DEALING WITH TROUBLE

  4. Fine-Tune Your Radar For Trouble

  5. Take Action: Transforming the Troublesome

  6. Follow Through: A Bridge to Enduring Improvement

  7. Decision Time: Remove or Improve?

  PART 3

  THE LEADER IN ACTION: PREVENTING TROUBLE

  8. The Need for Mountains

  9. Set Expectations of Excellence

  10. Expecting Excellence Every Day

  11. Exceptional Starts Lead to Exceptional Results

  PART 4

  LEADING LEADERS

  12. Lead Leaders: Growing Proven Ability

  13. Leader, Lead Thyself: Exceptional Self-Leadership

  14. Closing Notes on Transforming the Troublesome to Tremendous

  Index

  FREE SAMPLE CHAPTER FROM TALKING TO CRAZY

  ABOUT AMACOM

  PREFACE

  As a leader, when you have to deal with difficult people, what do you do?

  • Pull them off the project?

  • Chastise them in public?

  • Ignore the situation and expect the team to handle it?

  • Put them on a “performance improvement plan” and make it an HR problem?

  • Minimize their responsibilities?

  • Move them to a different group to make them someone else’s problem?

  Too often, leaders ig
nore their people problems for too long because they’re afraid of conflict or, if they do act, handle the situations poorly because of inexperience or not knowing what to do. Complicating matters, the difficult people might be even more difficult to replace or the leader could have a close relationship with them.

  Not acting can damage everyone around the difficult people, leading others to leave before the difficult people themselves quit. The reverse can be just as bad. Sometimes leaders terminate difficult people too quickly, which harms the group by giving it no chance to change the difficult people and reclaim them.

  How you handle these situations will define you as a leader to everyone else, marking the difference between a good manager and an exceptional one.

  The exceptional leader will face the problem fearlessly, directly, and quickly with the skill to transform the difficult people into the tremendous, lifting up the individual, and energizing the whole team in the process.

  Throughout my career, I have been focused on learning about, and pushing the boundaries of what it means to be an exceptional leader. I have worked with managers at every level from more than 100 companies in more than 15 countries, companies ranging from the large and established, such as Microsoft, Intuit, Oracle, NASA, and HP, to small start-ups. I have learned repeatedly that exceptional managers know that with great aspirations can come great difficulties. And I have learned from the bad managers how not to overcome those difficulties, especially the people problems. As a result, this book will show you:

  • The kinds of trouble leaders face

  • The measurements of success for exceptional leadership

  • The principles behind the ability to handle the most troublesome situations

  • How to develop the radar to spot trouble early

  • How to deal with trouble

  • How to prevent trouble

  • How to become an exceptional leader

  Exceptional leaders have one obligation above all. Whether they are managing an entire company or a team, a division, a single project, or simply a meeting, they must focus on the group, not the individual, and if an individual is hurting the group, that person must be brought back into the fold or cut out altogether. Leading the Unleadable is your guide to doing so.

  PART

  1

  THE CALL TO EXCEPTIONAL LEADERSHIP

  “A ship in port is safe, but that’s not what ships are built for.”

  —GRACE HOPPER

  The Leadership Crisis Point

  In working with hundreds of leaders around the world, I have found that the greater the responsibilities of leadership, the greater the amount of trouble you must deal with. Recently, a division manager responsible for 100 million dollars in revenue and 500 employees distilled the situation perfectly to a roomful of colleagues.

  He held his hands a few inches apart. “This,” he said, “is how much good news I get to share with the upper management of this company.” He then stretched his arms the full distance. “This,” he said, “is how much bad news I get to share with upper management.” The other leaders in the room nodded their heads in agreement.

  This is why leaders often reach the point at which they wake up one morning and simply think, “I don’t want to do this anymore.” They have reached a leadership crisis point. There is a way forward, though.

  Many managers have called me in the midst of this crisis, often ready to hear the most important message of their leadership careers. Leadership isn’t just making a series of decisions (choices) on a daily basis. The very essence of being a leader and how you lead is itself a choice.

  Achieving a long, enjoyable career in management is obviously a better alternative than viewing it as a trudge across a desolate landscape of leading people who do not want to be led. The difference between these two visions of leadership is a choice that one must actively make.

  You must actively embrace the many good things that come with leadership. You are in the right place to have a positive influence on others. You will be able to accomplish bigger and better things than you could accomplish on your own. You will be able to grow your own skills and abilities as you work with others, and you will gain not just from your own experience but through other people’s experiences as you work with them.

  Choose not just the call to leadership; choose the call to exceptional leadership. This is a call to embrace the tremendous personal growth opportunity in learning about yourself, in growing your own career, and in contributing good to the world.

  Before we can listen to the call we first must understand and accept the following facts about leadership:

  • The call to leadership is a choice.

  • Whatever you lead, leadership is about leading people.

  • Leadership comes with a taxonomy of trouble.

  • The trouble is your fault, even when it is not.

  When we accept these facts, we are ready to learn how to lead the unleadable, including our own troublesome selves.

  The Call to Leadership Is a Choice

  To make the step from good manager to exceptional leader, the first step is to understand that however you have found yourself in a leadership position, you have made a choice to be a leader, even if that was not your intent!

  There are a number of common reasons why people find themselves in leadership positions. Each of these examples offers a short origin story that illustrates how people had to grapple with what it means personally to take on the mantle of leadership.

  Promotion

  Mary was superb technically, and the CEO wanted to reward her with a promotion. In Mary’s company, as in many organizations, there was a ceiling to the career of the individual contributor. The only promotion available was to become a team leader. Mary happily took the promotion and the associated pay raise.

  Mary had the sudden responsibility of doing work not with, but by leading, other people. She found herself doing things she had always thought of as overhead. Meanwhile, she was responsible for people doing the work she used to do. This transition was a shock to the very way Mary thought. She had to relearn how she would get meaning from her work in this new role.

  Nomination Accepted

  This situation happens more often than the bestowal of formal titles of leadership. There are significant issues that cut across normal boundaries in which no official leader is clearly responsible. A combination of forces happens whereby (a) someone has the skill to handle it, (b) that someone has little tolerance for the current situation, and (c) the group urges that someone to take the lead. This person may be an individual with no title but suddenly is leading.

  This was actually how I became a leader. I went to college to become great at software development. Within six months in my first job, I found myself doing very little development because I was organizing and leading multiple teams that cut across organizational boundaries. I was nominated, and I accepted. Within a few months I was given the title of manager. It did take me some time before I noticed the real implications of leading people.

  Business Owner

  Many leaders became leaders because they had a good idea and started a business around that idea. Simon is typical of many business owners. He had a great technical idea and started a business around the idea as a business of one—just himself. However, he soon found that his idea needed other people.

  Although it took a few years, Simon found himself responsible for an organization of over 300 people and growing.

  Many business owners did not realize when they began their business journeys that they would be leading so many people.

  A Desire for a Title

  This category represents just a small percentage of all the leaders I have worked with. However, some people really want the prestige of the title that is associated with leadership. They have often received business-specific college degrees and are hungry to be part of making significant business decisions.

  They reach for and achieve their desire to have the title of manag
er. They find much of what they expected, such as the joy of looking at the returns on significant investments they made in the course of leading their organizations. However, they are often surprised to find that there is a world of people problems that comes with leadership. They were not prepared.

  The Expert Becomes Leader

  This happens frequently in the field of high technology development. “The expert” has been focused on a very specialized field of the technology. Everyone begins to look to “the expert” for guidance on anything to do with that technology.

  Soon, “the expert” finds himself leading a group of people who follow him easily, based on the vast knowledge he possesses. The expert is able to do his own work and guide others in theirs. The rest of the team is often essentially a pair of hands for the expert’s deep understanding and vision of where the technology, and thus the team, need to go.

  The trouble begins for the expert when a new technology replaces his area of expertise. This will eventually happen. Now “the expert” has been typecast as a leader but is a novice at this new technology. He is no longer the expert but still the leader and not prepared.

  Dynastic Transition

  This is often true in family-run organizations. The daughter or son has worked in the organization for years and now the parents step out and suddenly the heir is in charge.

  For example, a friend of mine worked in his parents’ company and knew that he always would. He went to college to learn about the business, then came back and was his father’s go-to person for any special tasks. He worked in many areas, even on the manufacturing line when the work was so intense that his hands would help meet deadlines.