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• W322562776 abstract "The Managerial Moment of Truth: The Essential Step in Helping People Improve Performance Bruce Bodaken and Robert Fritz Free Press, 2006 208 pages, Hardcover, $14.30 Reviewed by: Audrey Ellison Mosaic Marketing on Bay In today's business environment, can managers and employees handle truth? Honesty and integrity have become hot business issues. The authors provide a methodology for telling truth to improve organizational and individual performance. The four-step process to managerial moments of truth (MMOT) claims to increase productivity and improve results at virtually no cost to organization by facing reality and confronting truth. Most managers when faced with performance problems tend to soften truth and avoid confrontations that might upset people. Managers avoid discussing mistakes, missed deadlines, poor quality results or unfinished projects. The authors contend that it is critical to address performance issues early and directly without making employees defensive. Facing truth will help employees and managers improve processes and performance. Dealing with small problems can eliminate bad habits and avoid full-blown confrontations later. Blue Shield of California, where Bodaken is CEO, is used as beta site for MMOT concept. Three case studies are illustrated using dialogue which brings concepts to life and provides explicit directions using MMOT steps. The case studies demonstrate models of an action-oriented communication style. By using MMOT, managers can reduce tension especially in difficult situations. The four-step process begins with acknowledging truth by agreeing on what happened. The situation is then jointly analyzed to determine how situation developed or occurred. An action plan is developed to determine what needs to change. Finally a feedback system is established to track improvements. The challenges in using steps include placing blame and rushing to solution. The authors address anticipated resistance with solutions to I have no or the behavior wasn't bad enough objections. While book does provide many good ideas, focus is more on transforming way people in organizations communicate. The authors state that approach is one of mutual exploration and learning by allowing opportunities for shared insights rather than shared opinions as opinions do not lead to greater understanding. The MMOT technique asks and answers questions by following form, but not a formula. It is a series of questions to uncover what happened, how and why it happened, what we can learn to use next time and how do we know changes are working. The challenge in first step is focusing on truth rather than feelings and getting people to agree with facts. Telling truth needs to become an organizational norm. The spirit of second step is thinking through process used in situation. …" @default.
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