The question: •What, in your opinion, are the elements (attributes, ingredients) of an excellent library?The process:•Write your answers on Post-its. •Use a separate Post-it for each element. Don’t combine ideas into lists or long sentences.•Write clearly so others can read your answers.•Post.

Meet Me in the MiddleA workshop with George Needham and Joan Frye Williams

OLA Superconference – February 2, 2011

It’s not your job (or anyone else’s) to make everyone happy

Or to get everyone to like you

Management ≠ Control

Beyond the desk schedule

• Make your library more effective

• Make your boss more effective

• Make your staff more effective

What makes group work successful?

• Take five Post-It notes• Think of a successful project you’ve worked on• Write one aspect of that project on each of

your five Post-It notes (one aspect per page)• Attach the Post-It notes to the flip chart• Clump the Post-It notes into common themes• Circle and name the themes• Prepare to shout out your results!

Manage the environment

Clear expectations

Tools, not rules

Civility

Empathy

Focus

Accountability

Extra credit:Foster innovation

• Steal from the best• Make analogies• Use familiar tools in new

ways• Turn what you know

inside out, upside down, or on its head

• Look through the other end of the telescope

“A desk is a dangerous place from which to view the world.”

John Le Carré

Manage communications

Honesty up, honesty down

Enough with the eye roll!

“Here’s what’s in it for you…”

Communicating bad news

• Be empathetic• Don’t delay• Stick to the facts• No sugar coating• No “sandwiching”• Link to principles

Speaking truth to power

Handlingrumors

The classic objections

It will never work We tried that in 1997 and it was a disaster Our patrons/member libraries/board won’t like it It will take too much time We can’t afford it We can’t do it without more staff It means throwing away all the work we’ve done You can’t prove it’s any better than what we have This isn’t why I came to work here

How can we…

Extra credit: Translate the code words

Loyalty up, loyalty down

Loyalty across, too

A voice, a vote, or a veto?

Beware of “yes men and women”

Assume responsibility for solutions

Avoid binary thinking

Treat exceptions as exceptions

Consensus

The process was fair.I understood the decision criteria.There was an opportunity for my voice

to be heard.Even if the direction isn’t exactly what I

would have chosen, I will support it fairly in my communications and actions.

Extra credit:Look for patterns

and anticipate needs

Manage relationships

Working with colleagues

Working with partners

Working with mentors

Don’t let it be lonely at the top

Overcome the urge to hide

Extra credit: Infiltrate non-library groups

Manage results

Cultivate continuous improvement

Prepare for success

Motivating yourselfand others

Overcoming resistance

When staff dig in

• Link to outcomes• Listen to concerns• Encourage participation• Cultivate champions• Reward desirable behavior• Be prepared to change yourself• Repeat as necessary

Neutralizing the pit dwellers

Extra credit: Leverage mistakes

How can you help your staff learn from mistakes?

• What can you do?

• What questions can you ask?

The top manager’s responsibility

The middle manager’s responsibility

The staff member’s responsibility

When in doubt, choose…

Simplicity

Generosity

Flexibility

Urgency

Trust

Fun

Show the passion!

Signs that you’re on the right track

• You care deeply about what you’re doing• You spend much of your

time actively listening• You learn every day• You share the credit• People bring you ideas

and not just complaints

Don’t forget what we said about not trying to make everyone happy!

Let’s continue the conversationE-mail hello@georgeandjoan.comVisit http://georgeandjoan.com