Kacy Dillon, the divisional director, rushed past Ian Brechin’s desk, offering a quick thumbs-up and a “Great job, Brechin!” before hurrying off. Ian, however, felt perplexed. He was struggling with a new computer system, having crashed it multiple times that morning. He wondered if her comment was genuine praise for closing a major deal with the company’s largest client or veiled sarcasm.
Many managers adopt a “spectator” approach, behaving as if they’re watching a game. Their communication and demeanor resemble that of someone shouting criticism from the stands. This creates a disconnect between management and staff, limiting collaboration and understanding.
The contrast between a “manager as coach” and a “manager as spectator” is significant. A coach provides individualized support, helping team members overcome challenges and achieve progress. They understand individual motivations and how personal factors influence performance. Coaching involves frequent interaction, not just pre-game pep talks. A coach works closely with the team to identify strengths and weaknesses before pressure situations arise.
“Spectator” language is demanding and directive: “Do this, do that!” It leaves no room for discussion, experimentation, or even failure. Spectator managers prioritize immediate results.
Coaching language differs significantly. A coach is an active team member, working alongside the staff. Communication emphasizes “we,” and questions are framed with a softer tone: “How can we improve this? How can we make that happen faster or more consistently?” This fosters a relationship of trust and mutual respect, moving away from a hierarchical dynamic.
Later, Ian’s coworker, Joanna Collins, assisted him with the new computer system. “I’ve found some workarounds to avoid crashing the system; let me show you.” Then, almost as an afterthought, she added, “We’re all incredibly proud of you for closing the Grossman deal. You’ll have to share your secrets with us.” Ian smiled, noting how Joanna’s recognition felt more meaningful than Kacy’s fleeting comment. This highlights the importance of genuine and specific appreciation in the workplace.