It’s a mistake to believe that you will be successful in your new job by continuing to do what you did in your previous job, only more so. “They put me in the job because of my skills and accomplishments,” the reasoning goes. “So that must be what they expect me to do here.” This thinking is destructive, because doing what you know how to do (and avoiding what you don’t) can appear to work, at least for a while. You can exist in a state of denial, believing that because you’re being efficient, you’re being effective. You may keep believing this until the moment the walls come crashing down around you.
What might Julia have done differently? She should have focused on better preparing herself for the new position. At the broadest level, preparing yourself means letting go of the past and embracing the imperatives of the new situation to give yourself a running start. It can be hard work, but it is essential. Often, promising managers fail in new roles because they’ve failed to prepare themselves by embracing the necessary changes in perspective.
The starting point for preparing yourself is to understand the types of transitions you’re experiencing. To illustrate the challenges associated with different types of transitions (discussed in the introduction), I focus here on the two most frequently experienced types of transitions: promotions and onboarding into new companies.
Getting Promoted
A promotion marks the result of years of hard work to persuade influential people in the organization that you’re willing and able to move to the next level. But it also marks the beginning of a new journey. You must figure out what it takes to be excellent in the new role, how to exceed the expectations of those who promoted you, and how to position yourself for still greater things. Specifically, every promotion presents new leaders with a core set of challenges to be surmounted.
Balance Breadth and Depth
Each time you’re promoted, your horizon broadens to encompass a wider set of issues and decisions. So you need to gain and sustain a high-level perspective in your new role. To be successful, Julia needed to shift her focus from her marketing function to the full array of issues relating to the product launch.
You also need to learn to strike the right balance between keeping the wide view and drilling down into the details. This juggling act can be challenging, because what had been the fifty-thousand-foot view in your previous role may be equivalent to the world at five thousand feet, or even five hundred feet, in your new job.
Rethink What You Delegate
The complexity and ambiguity of the issues you are dealing with increase every time you get promoted. So you’ll need to rethink what you delegate. No matter where you land, the keys to effective delegation remain much the same: you build a team of competent people whom you trust, you establish goals and metrics to monitor their progress, you translate higher-level goals into specific responsibilities for your direct reports, and you reinforce them through process.
When you get promoted, however, what you delegate usually needs to change. If you’re leading an organization of five people, it may make sense to delegate specific tasks such as drafting a piece of marketing material or selling to a particular customer. In an organization of fifty people, your focus may shift from tasks to projects and processes. At five hundred people, you often need to delegate responsibility for specific products or platforms. And at five thousand people, your direct reports may be responsible for entire businesses.
Influence Differently
Conventional wisdom says that the higher you go, the easier it is to get things done. Not necessarily. Paradoxically, when you get promoted, positional authority often becomes less important for pushing agendas forward. Like Julia, you may indeed gain increased scope to influence decisions that affect the business, but the way you need to engage may be quite different. Decision making becomes more political—less about authority, and more about influence. That isn’t good or bad; it’s simply inevitable.
There are two major reasons this is so. First, the issues you’re dealing with become much more complex and ambiguous when you move up a level—and your ability to identify “right” answers based solely on data and analysis declines correspondingly. Decisions are shaped more by others’ expert judgments and who trusts whom, as well as by networks of mutual support.
Second, at a higher level of the organization, the other players are more capable and have stronger egos. Remember, you were promoted because you are able and driven; the same is true for everyone around you. So it shouldn’t come as a surprise that the decision-making game becomes much more bruising and politically charged the higher up you go. It’s critical, then, for you to become more effective at building and sustaining alliances.
Communicate More Formally
The good news about moving up is that you get a broader view of the business and more latitude to shape it. The bad news is that you are farther from the front lines and more likely to receive filtered information. To avoid this, you need to establish new communication channels to stay connected with what is happening where the action is. You might maintain regular, direct contact with select customers, for instance, or meet regularly with groups of frontline employees, all without undermining the integrity of the chain of command.
You also need to establish new channels for communicating your strategic intent and vision across the organization—convening town-hall–type meetings rather than individual or small-group sessions, or using electronic communication to broadcast your messages to the widest possible audiences. Your direct reports should play a greater role in communicating your vision and ensuring the spread of critical information—something to remember when you’re evaluating the leadership skills of the team members you’ve inherited.
Exhibit the Right Presence
“All the world’s a stage,” as William Shakespeare put it in the play As You Like It, “and all the men and women merely players.” One inescapable reality of promotion is that you attract much more attention and a higher level of scrutiny than before. You become the lead actor in a crucial public play. Private moments become fewer, and there is mounting pressure to exhibit the right kind of leadership presence at all times.
That’s why it’s important to get an early fix on what “leadership presence” means in your new role: what does a leader look like at your new level in the hierarchy? How does he act? What kind of personal leadership brand do you want to have in the new role? How will you make it your own? These are critical considerations, worth taking the time to explore.
These core promotion challenges are summarized in figure 1-1.
Onboarding into a New Company
In promotion situations, leaders typically understand a lot about their organizations but must develop the behaviors and competencies required to be effective at new levels. If you’ve been hired into a new organization, you will confront very different transition challenges. Leaders joining new companies often are making lateral moves: they’ve been hired to do things that they’ve been successful doing elsewhere. Their difficulties lie in adjusting to new organizational contexts that have different political structures and cultures.
FIGURE 1-1
Core promotion challenges
For each core challenge there are corresponding strategies that newly promoted leaders should employ.
To illustrate, consider the experience of David Jones at Energix, a small, rapidly growing wind energy company. David was recruited from a highly regarded global manufacturing firm. An engineer by training, David had risen steadily through the ranks in R&D to become vice president of new-product development for the company’s electrical distribution division. David learned to lead in a company that was renowned for its leadership bench strength. The culture leaned toward a command-and-control style of leadership, but people were still expected to speak their minds—and did. The company had long been a leader in the adoption and refinement of process-management methodologies, including total quality management, lean manufacturing, and six sigma.
As the new h
ead of R&D at Energix, David entered a company that had weathered the typical start-up transitions—going from two people to two hundred to two thousand—and was now poised to become a major corporation. As a result, the CEO had told David more than once during the recruiting process that things had to change. “We need to become more disciplined,” the chief executive had said. “We’ve succeeded by staying focused and working as a team. We know each other, we trust each other, and we’ve come a long way together. But we need to be more systematic in how we do things, or we won’t be able to capitalize on and sustain our new size.” So David understood that his first major task would be to identify, systematize, and improve the core processes of the R&D organization—an essential first step in laying the foundation for sustained growth.
David dug into the new job with his usual gusto. What he found was a company that had been run largely by the seat of its collective pants. Many important operational and financial processes were not well established; others weren’t sufficiently controlled. In new-product development alone, dozens of projects had inadequate specifications or insufficiently precise milestones and deliverables. One critical project, Energix’s next-generation large turbine, was nearly a year behind schedule and way over budget. David came away from his first couple of weeks wondering just what or who had held Energix together—and feeling more convinced than ever that he could push this company to the next level.
But then he began to hit roadblocks. The senior management committee (SMC) meetings started out frustrating and got worse. David, who was used highly disciplined meetings with clear agendas and actionable decisions, found the committee members’ elliptical discussions and consensus-driven process agonizing. Particularly troubling to him was the lack of open discussion about pressing issues and the sense that decisions were being made through back channels. When David raised a sensitive or provocative issue with the SMC, or pressed others in the room for commitments to act, people would either fall silent or recite a list of reasons why things couldn’t be done a certain way.
Two months in, with his patience frayed, David decided to simply focus on what he had been hired to do: revamp the new-product development processes to support the company’s growth. So he convened a meeting of the heads of R&D, operations, and finance to discuss how to proceed. At that gathering, David presented a plan for setting up teams that would map out existing processes and conduct a thorough redesign effort. He also outlined the required resource commitments—for instance, assigning strong people from operations and finance to participate in the teams, and hiring external consultants to support the analysis.
Given the conversations he’d had with the CEO during recruiting and the clear mandate he felt he’d been given, David was shocked by the stonewalling he encountered. The attendees listened but wouldn’t commit themselves or their people to David’s plan. Instead, they urged David to bring his plan before the whole SMC because it affected many parts of the company and had the potential to be disruptive if not managed carefully. (He later learned that two of the participants had gone to the CEO soon after the meeting to register their concerns; David was “a bull in a china shop,” according to one. “We have to be careful not to upset some delicate balances as we get out the next-gen turbine,” said the other. And both were of the firm opinion that “letting Jones run things might not be the right way to go.”) Even more troubling, David experienced a noticeable and worrisome chill in his relationship with the CEO.
Joining a new company is akin to an organ transplant—and you’re the new organ. If you’re not thoughtful in adapting to the new situation, you could end up being attacked by the organizational immune system and rejected. Witness David’s challenges at Energix.
When surveyed, senior HR practitioners overwhelmingly assess the challenge of coming in from the outside as “much harder” than being promoted from within.1 They attribute the high failure rate of outside hires to several barriers, notably the following:
Leaders from outside the company are not familiar with informal networks of information and communication.
Outside hires are not familiar with the corporate culture and therefore have greater difficulty navigating.
New people are unknown to the organization and therefore do not have the same credibility as someone who is promoted from within.
A long tradition of hiring from within makes it difficult for some organizations to accept outsiders.
To overcome these barriers and succeed in joining a new company, you should focus on four pillars of effective onboarding: business orientation, stakeholder connection, alignment of expectations, and cultural adaptation.
Business Orientation
Business orientation is the most straightforward part of onboarding. The sooner you understand the business environment in which you’re operating, the sooner you can make productive contributions. Getting oriented to the business means learning about the company as a whole and not only your specific parts of the business. As you work to understand the organization, it’s worth thinking beyond simply the financials, products, and strategy. Regardless of your position, for example, it’s beneficial to learn about the brands and products you will be supporting, whether or not you’re directly involved in sales and marketing. Focus, too, on understanding the operating model, planning and performance evaluation systems, and talent management systems, because they often powerfully influence how you can most effectively have an impact.
Stakeholder Connection
It’s also essential to develop the right relationship wiring as soon as possible. This means identifying key stakeholders and building productive working relationships. As with David, there is a natural but dangerous tendency for new leaders to focus on building vertical relationships early in their transitions—up to their bosses and down to their teams. Often, insufficient time is devoted to lateral relationship building with peers and key constituencies outside the new leader’s immediate organization. Remember: you don’t want to be meeting your neighbors for the first time in the middle of the night when your house is burning down.
Expectations Alignment
No matter how well you think you understand what you’re expected to do, be sure to check and recheck expectations once you formally join your new organization. Why? Because understandings that are developed before you join—about mandates, support, and resources—may not prove to be fully accurate once you’re in the job. It isn’t that you’ve been actively misled; rather, it’s because recruiting is like romance, and employment is like marriage. As David learned, newly hired leaders can easily come to believe that they have more latitude to make changes than is actually the case. If they act on these sorts of incorrect assumptions, they easily can trigger unnecessary resistance and even derail themselves.
It also is important to understand and factor in the expectations of key constituencies other than your new boss—for example, key people in finance at corporate headquarters if you’re working in a business unit. This is especially the case if they’re likely to influence how you’re evaluated and rewarded.
Cultural Adaptation
The most daunting challenge for leaders joining new organizations is adapting to unfamiliar cultures. For David, this meant making the transition from an authority-driven, process-focused culture to a consensus-oriented, relational one.
To adapt successfully, you need to understand what the culture is overall and how it’s manifested in the organization or unit you’re joining (because different units may have different subcultures). In doing this, it helps to think of yourself as an anthropologist sent to study a newly discovered civilization.
What is culture? It’s a set of consistent patterns people follow for communicating, thinking, and acting, all grounded in their shared assumptions and values. The culture in any organization is generally multilayered, as illustrated in figure 1-2. At the top of the culture pyramid are the surface elements—the symbols, shared languages, and other things most visible to outsiders. Obvious
symbols include organizational logos, the way people dress, and the way office space is organized and allocated.
Likewise, every organization typically has a shared language—a long list of acronyms, for instance, describing business units, products, processes, projects, and other elements of the company. So it’s essential that you invest early on in learning to speak like the locals. At this level, it’s relatively easy for newcomers to figure out how to fit in. If people at your level don’t wear plaid, then you shouldn’t either, unless you’re trying to signal an intention to change the culture.
FIGURE 1-2
The culture pyramid
Beneath the surface layer of symbols and language lies a deeper, less visible set of organizational norms and accepted patterns of behavior. These elements of culture include things like how people get support for important initiatives, how they win recognition for their accomplishments, and how they view meetings—are they seen as forums for discussion or rubber-stamp sessions? (See the box “Identifying Cultural Norms.”) These norms and patterns often are difficult to discern and become evident only after you’ve spent some time in a new environment.
And finally, underlying all cultures are the fundamental assumptions that everyone has about the way the world works—the shared values that infuse and reinforce all the other elements in the pyramid. A good example is the general beliefs people in the company have about the right way to distribute power based on position. Are executives in particular roles given lots of decision-making power from Day 1, or is the degree of authority a function of seniority? Or does the organization operate according to consensus, where the ability to persuade is key? Again, these elements of the culture are often invisible and can take time to become clear.
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