Question

Overview: The following is feedback to be given to the GM of a $2.2 billion dollar division of a major Fortune 500 company. He has been with the company for 25 years and now makes approximately $800,000 in annual salary, not including bonuses. He is arrogant, self-absorbed, and focused on financial performance to the exclusion of most other system issues (e.g., personnel, marketing, general management, etc.). The feedback was solicited from his subordinates in a facilitated meeting to assess what future directions the division needs to take. The memo is addressed to the GM’s direct supervisor, the V.P. of Operations.

To:            V.P. of Operations

From:        Management Consultant

RE:            Feedback for General Manager

1. Feedback for the General Manager

Positives

1. Good strategic thinker
2. Strong financial skills and orientation
3. Good political sense

Areas for improvement

1. Constantly switches priorities without telling people what he is thinking.
2. Asks for input and then disregards.
3. His financial background can create an additional layer of double checking and justification (financial review) which have a tendency of slowing things down and causing a loss of momentum and/or a sense of urgency.
4. He has a tendency to derail/interrupt presentations and discussions.
5. He needs to cultivate his listening skills and to realize that his strong personality and keen intellect are very intimidating to people.
6. While he can be an inspiring leader, there is a gap between his vision and the creation of effective plans and strategies to achieve the vision. Lack of patience gets in the way of working the planning process.
7. He tends to lose sight of our customers in day-to-day discussions about our business.
8. He needs to be less defensive and learn how to turn negatives and positives.
1. Staff meetings need to be revamped to encourage dialogue not monologue and to be more positive rather than negative.

• What are the biggest challenges you might encounter in trying to provide feedback and constructive criticism in this situation?
• What process would you suggest?

Answer 1

The biggest challenge will be to overcome the "ego" factor of the General Manager. Handling his nature, nurturing his good points and diverting his energies into positive direction are very important to the organization. Therefore, the management would have to counsel the General Manager on his actions and methodologies he is adapting to ensure higher productivity and demand higher efficiencies. He has to take in the criticism positively and try to change self behavior, improve on inter-personal skills and facilitate employee empowerment and not strict control over sub-ordinates. Be a motivational leader not an autocratic leader.

I would suggest management development training program be introduced in the company along with training on increasing managerial capabilities using proven tools and techniques.