“Managing the boss is the way to have a win-win situation where everyone, including the organization and the project, wins.” Wayne Turk, management consultant and author of CommonSense Management (expected publication 2018)
Management is about listening and observing, planning and training, encouraging teamwork, developing talent and communicating, all in service of consistently producing excellent results. The exceptionally effective manager is astute enough to realize the benefits of managing both up and down the organization chart.
Freelance consultants, organization outsiders who must swiftly and expertly put together a plan for successful project management, are advised to learn to manage up as a way to understand the stated and perhaps also unstated expectations of your client. Manage up and learn what to say and whom to say it to when you must get results that get you noticed by the right people for the right reasons. Managing up helps you develop the insight and relationships to become an admired, trusted and respected professional who reliably produces the project deliverables and obtains referrals from satisfied clients.
There is also the process of managing down, which could be implemented when you hire Freelance subcontractors to assist with aspects of a project. In your role as hiring manager, manage down to ensure that your subcontractors receive the information, tools and support to do their best work. Describe the project mission in writing, along with the subcontractor project specs, give them what they need to get the job done and then get out of their way and let them show their talent.
Never micromanage, praise and reward excellent performance, be an advocate and communicate always. Don’t keep them in the dark about what is going on at the organization. Do this and you will be rewarded with a high-achieving and loyal team that makes you look good to your client.
Communication is the heart of managing up or down and when you manage up, be mindful that the client has more power than you and they can use that power to either help you or crush you. Note the preferred communication style of your client contact and present information (and requests) accordingly. What seems to make him/her most comfortable when communicating, or how can you make information, questions or requests seem clear to him/her?
If face-to-face talks are preferred, then ask to sit down over coffee or lunch and talk things through. If your client is more of a reader than a listener, communicate by email. If s/he is visual, use charts, graphs and/or photographs to tell your story. Sell your client in the way that s/he likes to be sold and make it easy for you to obtain information and get approval for requests you may have along the way. I cannot overstate this element of managing up, for it is a key element in relationship building and access to many oh-so-important benefits that can be awarded to those who can communicate effectively with the higher-ups. You’ll gain their trust and confidence and doors could be opened for you.
Understanding your client’s perspective and his/her agenda. You may not always agree with the point of view, but you are obliged to understand it and work within its parameters. You will be unable to communicate effectively until you know where s/he is coming from, until you know what resonates or repels.
Packaging and presenting problems and solutions may be a necessary tactic for clients who only want to hear good news. Part of managing up involves guiding the client to face reality and resolve an issue before it gets out of hand. it will be to your credit if you are able to suggest one or two reasonable solutions to your client should a problem be discovered.
Don’t go over your client contact’s head. Speak to the client first if you feel that something is amiss, or change would be helpful. If there is a serious problem with the project and your requests to confront and resolve the matter are continually rebuffed, then you may need to go around your primary client contact, discreetly and confidentially. If there is illegal behavior happening, such as harassment or inappropriate handling of project financing, would also signal the need to go over your client contact’s head.
Ask for feedback and don’t get defensive if the brutal truth is delivered. It could be the greatest thing your client does for you. Listen, learn, incorporate. The client will be thrilled to see his/her suggestions implemented in your working style and that will make you look responsible and dependable.
Be loyal and trustworthy. Do not talk behind your client’s back and never betray a confidence. Always do an exceptionally good job and if you don’t understand how to make that happen, then ask for help. You want to be seen as dependable and highly competent.
Thanks for reading,
Photograph: Mary Tyler Moore as Mary Richards and Ed Asner as her boss, Lou Grant The Mary Tyler Moore Show CBS-TV (1970 – 1977)