Skills of an Effective Administrator
Skills of an Effective Administrator
by
From the Magazine (September 1974)
Although the selection and training of good administrators is widely recognized as one of American industry’s most pressing problems, there is surprisingly little agreement among executives or educators on what makes a good administrator. The executive development programs of some of the nation’s leading corporations and colleges reflect a tremendous variation in objectives.
At the root of this difference is industry’s search for the traits or attributes which will objectively identify the “ideal executive” who is equipped to cope effectively with any problem in any organization. As one observer of U.S. industry recently noted:
“The assumption that there is an executive type is widely accepted, either openly or implicitly. Yet any executive presumably knows that a company needs all kinds of managers for different levels of jobs. The qualities most needed by a shop superintendent are likely to be quite opposed to those needed by a coordinating vice president of manufacturing. The literature of executive development is loaded with efforts to define the qualities needed by executives, and by themselves these sound quite rational. Few, for instance, would dispute the fact that a top manager needs good judgment, the ability to make decisions, the ability to win respect of others, and all the other well-worn phrases any management man could mention. But one has only to look at the successful managers in any company to see how enormously their particular qualities vary from any ideal list of executive virtues.”1
Yet this quest for the executive stereotype has become so intense that many companies, in concentrating on certain specific traits or qualities, stand in danger of losing sight of their real concern: what a man can accomplish.
It is the purpose of this article to suggest what may be a more useful approach to the selection and development of administrators. This approach is based not on what good executives are (their innate traits and characteristics), but rather on what they do (the kinds of skills which they exhibit in carrying out their jobs effectively). As used here, a skill implies an ability which can be developed, not necessarily inborn, and which is manifested in performance, not merely in potential. So the principal criterion of skillfulness must be effective action under varying conditions.
This approach suggests that effective administration rests on three basic developable skills which obviate the need for identifying specific traits and which may provide a useful way of looking at and understanding the administrative process. This approach is the outgrowth of firsthand observation of executives at work coupled with study of current field research in administration.
In the sections which follow, an attempt will be made to define and demonstrate what these three skills are; to suggest that the relative importance of the three skills varies with the level of administrative responsibility; to present some of the implications of this variation for selection, training, and promotion of executives; and to propose ways of developing these skills.
Three-Skill Approach
It is assumed here that an administrator is one who (a) directs the activities of other persons and (b) undertakes the responsibility for achieving certain objectives through these efforts. Within this definition, successful administration appears to rest on three basic skills, which we will call technical, human, and conceptual. It would be unrealistic to assert that these skills are not interrelated, yet there may be real merit in examining each one separately, and in developing them independently.
Technical skill
As used here, technical skill implies an understanding of, and proficiency in, a specific kind of activity, particularly one involving methods, processes, procedures, or techniques. It is relatively easy for us to visualize the technical skill of the surgeon, the musician, the accountant, or the engineer when each is performing his own special function. Technical skill involves specialized knowledge, analytical ability within that specialty, and facility in the use of the tools and techniques of the specific discipline.
Of the three skills described in this article, technical skill is perhaps the most familiar because it is the most concrete, and because, in our age of specialization, it is the skill required of the greatest number of people. Most of our vocational and on-the-job training programs are largely concerned with developing this specialized technical skill.
Human skill
As used here, human skill is the executive’s ability to work effectively as a group member and to build cooperative effort within the team he leads. As technical skill is primarily concerned with working with “things” (processes or physical objects), so human skill is primarily concerned with working with people. This skill is demonstrated in the way the individual perceives (and recognizes the perceptions of) his superiors, equals, and subordinates, and in the way he behaves subsequently.
The person with highly developed human skill is aware of his own attitudes, assumptions, and beliefs about other individuals and groups; he is able to see the usefulness and limitations of these feelings. By accepting the existence of viewpoints, perceptions, and beliefs which are different from his own, he is skilled in understanding what others really mean by their words and behavior. He is equally skillful in communicating to others, in their own contexts, what he means by his behavior.
Such a person works to create an atmosphere of approval and security in which subordinates feel free to express themselves without fear of censure or ridicule, by encouraging them to participate in the planning and carrying out of those things which directly affect them. He is sufficiently sensitive to the needs and motivations of others in his organization so that he can judge the possible reactions to, and outcomes of, various courses of action he may undertake. Having this sensitivity, he is able and willing to act in a way which takes these perceptions by others into account.
Real skill in working with others must become a natural, continuous activity, since it involves sensitivity not only at times of decision making but also in the day-by-day behavior of the individual. Human skill cannot be a “sometime thing.” Techniques cannot be randomly applied, nor can personality traits be put on or removed like an overcoat. Because everything which an executive says and does (or leaves unsaid or undone) has an effect on his associates, his true self will, in time, show through. Thus, to be effective, this skill must be naturally developed and unconsciously, as well as consistently, demonstrated in the individual’s every action. It must become an integral part of his whole being.
Because human skill is so vital a part of everything the administrator does, examples of inadequate human skill are easier to describe than are highly skillful performances. Perhaps consideration of an actual situation would serve to clarify what is involved:
When a new conveyor unit was installed in a shoe factory where workers had previously been free to determine their own work rate, the production manager asked the industrial engineer who had designed the conveyor to serve as foreman, even though a qualified foreman was available. The engineer, who reported directly to the production manager, objected, but under pressure he agreed to take the job “until a suitable foreman could be found,” even though this was a job of lower status than his present one. Then this conversation took place:
Production Manager: “I’ve had a lot of experience with conveyors. I want you to keep this conveyor going at all times except for rest periods, and I want it going at top speed. Get these people thinking in terms of 2 pairs of shoes a minute, 70 dozen pairs a day, 350 dozen pairs a week. They are all experienced operators on their individual jobs, and it’s just a matter of getting them to do their jobs in a little different way. I want you to make that base rate of 250 dozen pair a week work!” [Base rate was established at slightly under 75% of the maximum capacity. This base rate was 50% higher than under the old system.]
Engineer: “If I’m going to be foreman of the conveyor unit, I want to do things my way. I’ve worked on conveyors, and I don’t agree with you on first getting people used to a conveyor going at top speed.
These people have never seen a conveyor. You’ll scare them. I’d like to run the conveyor at one-third speed for a couple of weeks and then gradually increase the speed.
“I think we should discuss setting the base rate [production quota before incentive bonus] on a daily basis instead of a weekly basis. [Workers had previously been paid on a daily straight piecework basis.]
“I’d also suggest setting a daily base rate at 45 or even 40 dozen pair. You have to set a base rate low enough for them to make. Once they know they can make the base rate, they will go after the bonus.”
Production Manager: “You do it your way on the speed; but remember it’s the results that count. On the base rate, I’m not discussing it with you; I’m telling you to make the 250 dozen pair a week work. I don’t want a daily base rate.”2
Here is a situation in which the production manager was so preoccupied with getting the physical output that he did not pay attention to the people through whom that output had to be achieved. Notice, first, that he made the engineer who designed the unit serve as foreman, apparently hoping to force the engineer to justify his design by producing the maximum output. However, the production manager was oblivious to (a) the way the engineer perceived this appointment, as a demotion, and (b) the need for the engineer to be able to control the variables if he was to be held responsible for maximum output. Instead the production manager imposed a production standard and refused to make any changes in the work situation.
Moreover, although this was a radically new situation for the operators, the production manager expected them to produce immediately at well above their previous output—even though the operators had an unfamiliar production system to cope with, the operators had never worked together as a team before, the operators and their new foreman had never worked together before, and the foreman was not in agreement with the production goals or standards. By ignoring all these human factors, the production manager not only placed the engineer in an extremely difficult operating situation but also, by refusing to allow the engineer to “run his own show,” discouraged the very assumption of responsibility he had hoped for in making the appointment.
Under these circumstances, it is easy to understand how the relationship between these two men rapidly deteriorated, and how production, after two months’ operation, was at only 125 dozen pairs per week (just 75% of what the output had been under the old system).
Conceptual skill
As used here, conceptual skill involves the ability to see the enterprise as a whole; it includes recognizing how the various functions of the organization depend on one another, and how changes in any one part affect all the others; and it extends to visualizing the relationship of the individual business to the industry, the community, and the political, social, and economic forces of the nation as a whole. Recognizing these relationships and perceiving the significant elements in any situation, the administrator should then be able to act in a way which advances the over-all welfare of the total organization.
Hence, the success of any decision depends on the conceptual skill of the people who make the decision and those who put it into action. When, for example, an important change in marketing policy is made, it is critical that the effects on production, control, finance, research, and the people involved be considered. And it remains critical right down to the last executive who must implement the new policy. If each executive recognizes the over-all relationships and significance of the change, he is almost certain to be more effective in administering it. Consequently the chances for succeeding are greatly increased.
Not only does the effective coordination of the various parts of the business depend on the conceptual skill of the administrators involved, but so also does the whole future direction and tone of the organization. The attitudes of a top executive color the whole character of the organization’s response and determine the “corporate personality” which distinguishes one company’s ways of doing business from another’s. These attitudes are a reflection of the administrator’s conceptual skill (referred to by some as his “creative ability”—the way he perceives and responds to the direction in which the business should grow, company objectives and policies, and stockholders’ and employees’ interests.
Conceptual skill, as defined above, is what Chester I. Barnard, former president of the New Jersey Bell Telephone Company, is implying when he says: “…the essential aspect of the [executive] process is the sensing of the organization as a whole and of the total situation relevant to it.”3 Examples of inadequate conceptual skill are all around us. Here is one instance:
In a large manufacturing company which had a long tradition of job-shop type operations, primary responsibility for production control had been left to the foremen and other lower-level supervisors. “Village” type operations with small working groups and informal organizations were the rule. A heavy influx of orders following World War II tripled the normal production requirements and severely taxed the whole manufacturing organization. At this point, a new production manager was brought in from outside the company, and he established a wide range of controls and formalized the entire operating structure.
As long as the boom demand lasted, the employees made every effort to conform with the new procedures and environment. But when demand subsided to prewar levels, serious labor relations problems developed, friction was high among department heads, and the company found itself saddled with a heavy indirect labor cost. Management sought to reinstate its old procedures; it fired the production manager and attempted to give greater authority to the foremen once again. However, during the four years of formalized control, the foremen had grown away from their old practices, many had left the company, and adequate replacements had not been developed. Without strong foreman leadership, the traditional job-shop operations proved costly and inefficient.
In this instance, when the new production controls and formalized organizations were introduced, management did not foresee the consequences of this action in the event of a future contraction of business. Later, when conditions changed and it was necessary to pare down operations, management was again unable to recognize the implications of its action and reverted to the old procedures, which, under the circumstances, were no longer appropriate. This compounded conceptual inadequacy left the company at a serious competitive disadvantage.
Because a company’s over-all success is dependent on its executives’ conceptual skill in establishing and carrying out policy decisions, this skill is the unifying, coordinating ingredient of the administrative process, and of undeniable over-all importance.
Relative Importance
We may notice that, in a very real sense, conceptual skill embodies consideration of both the technical and human aspects of the organization. Yet the concept of skill, as an ability to translate knowledge into action, should enable one to distinguish between the three skills of performing the technical activities (technical skill), understanding and motivating individuals and groups (human skill), and coordinating and integrating all the activities and interests of the organization toward a common objective (conceptual skill).
This separation of effective administration into three basic skills is useful primarily for purposes of analysis. In practice, these skills are so closely interrelated that it is difficult to determine where one ends and another begins. However, just because the skills are interrelated does not imply that we cannot get some value from looking at them separately, or by varying their emphasis. In playing golf the action of the hands, wrists, hips, shoulders, arms, and head are all interrelated; yet in improving one’s swing it is often valuable to work on one of these elements separately. Also, under different playing conditions the relative importance of these elements varies. Similarly, although all three are of importance at every level of administration, the technical, human, and conceptual skills of the administrator vary in relative importance at different levels of responsibility.
At lower levels
Technical skill is responsible for many of the great advances of modern industry. It is indispensable to efficient operation. Yet it has greatest importance at the lower levels of administration. As the administrator moves further and further from the actual physical operation, this need for technical skill becomes less important, provided he has skilled subordinates and can help them solve their own problems. At the top, technical skill may be almost nonexistent, and the executive may still be able to perform effectively if his human and conceptual skills are highly developed. For example:
In one large capital-goods producing company, the controller was called on to replace the manufacturing vice president, who had been stricken suddenly with a severe illness. The controller had no previous production experience, but he had been with the company for more than 20 years and knew many of the key production personnel intimately. By setting up an advisory staff, and by delegating an unusual amount of authority to his department heads, he was able to devote himself to coordination of the various functions. By so doing, he produced a highly efficient team. The results were lower costs, greater productivity, and higher morale than the production division had ever before experienced. Management had gambled that this man’s ability to work with people was more important than his lack of a technical production background, and the gamble paid off.
Other examples are evident all around us. We are all familiar with those “professional managers” who are becoming the prototypes of our modern executive world. These men shift with great ease, and with no apparent loss in effectiveness, from one industry to another. Their human and conceptual skills seem to make up for their unfamiliarity with the new job’s technical aspects.
At every level
Human skill, the ability to work with others, is essential to effective administration at every level. One recent research study has shown that human skill is of paramount importance at the foreman level, pointing out that the chief function of the foreman as an administrator is to attain collaboration of people in the work group.4 Another study reinforces this finding and extends it to the middle-management group, adding that the administrator should be primarily concerned with facilitating communication in the organization.5 And still another study, concerned primarily with top management, underscores the need for self-awareness and sensitivity to human relationships by executives at that level.6 These findings would tend to indicate that human skill is of great importance at every level, but notice the difference in emphasis.
Human skill seems to be most important at lower levels, where the number of direct contacts between administrators and subordinates is greatest. As we go higher and higher in the administrative echelons, the number and frequency of these personal contacts decrease, and the need for human skill becomes proportionately, although probably not absolutely, less. At the same time, conceptual skill becomes increasingly more important with the need for policy decisions and broad-scale action. The human skill of dealing with individuals then becomes subordinate to the conceptual skill of integrating group interests and activities into a whole.
In fact, a recent research study by Professor Chris Argyris of Yale University has given us the example of an extremely effective plant manager who, although possessing little human skill as defined here, was nonetheless very successful:
This manager, the head of a largely autonomous division, made his supervisors, through the effects of his strong personality and the “pressure” he applied, highly dependent on him for most of their “rewards, penalties, authority, perpetuation, communication, and identification.”
As a result, the supervisors spent much of their time competing with one another for the manager’s favor. They told him only the things they thought he wanted to hear, and spent much time trying to find out his desires. They depended on him to set their objectives and to show them how to reach them. Because the manager was inconsistent and unpredictable in his behavior, the supervisors were insecure and continually engaged in interdepartmental squabbles which they tried to keep hidden from the manager.
Clearly, human skill as defined here was lacking. Yet, by the evaluation of his superiors and by his results in increasing efficiency and raising profits and morale, this manager was exceedingly effective. Professor Argyris suggests that employees in modern industrial organizations tend to have a “built-in” sense of dependence on superiors which capable and alert men can turn to advantage.7
In the context of the three-skill approach, it seems that this manager was able to capitalize on this dependence because he recognized the interrelationships of all the activities under his control, identified himself with the organization, and sublimated the individual interests of his subordinates to his (the organization’s) interest, set his goals realistically, and showed his subordinates how to reach these goals. This would seem to be an excellent example of a situation in which strong conceptual skill more than compensated for a lack of human skill.
At the top level
Conceptual skill, as indicated in the preceding sections, becomes increasingly critical in more responsible executive positions where its effects are maximized and most easily observed. In fact, recent research findings lead to the conclusion that at the top level of administration this conceptual skill becomes the most important ability of all. As Herman W. Steinkraus, president of Bridgeport Brass Company, said:
“One of the most important lessons which I learned on this job [the presidency] is the importance of coordinating the various departments into an effective team, and, secondly, to recognize the shifting emphasis from time to time of the relative importance of various departments to the business.”8
It would appear, then, that at lower levels of administrative responsibility, the principal need is for technical and human skills. At higher levels, technical skill becomes relatively less important while the need for conceptual skill increases rapidly. At the top level of an organization, conceptual skill becomes the most important skill of all for successful administration. A chief executive may lack technical or human skills and still be effective if he has subordinates who have strong abilities in these directions. But if his conceptual skill is weak, the success of the whole organization may be jeopardized.
Implications for Action
This three-skill approach implies that significant benefits may result from redefining the objectives of executive development programs, from reconsidering the placement of executives in organizations, and from revising procedures for testing and selecting prospective executives.
Executive development
Many executive development programs may be failing to achieve satisfactory results because of their inability to foster the growth of these administrative skills. Programs which concentrate on the mere imparting of information or the cultivation of a specific trait would seem to be largely unproductive in enhancing the administrative skills of candidates.
A strictly informative program was described to me recently by an officer and director of a large corporation who had been responsible for the executive-development activities of his company, as follows:
“What we try to do is to get our promising young men together with some of our senior executives in regular meetings each month. Then we give the young fellows a chance to ask questions to let them find out about the company’s history and how and why we’ve done things in the past.”
It was not surprising that neither the senior executives nor the young men felt this program was improving their administrative abilities.
The futility of pursuing specific traits becomes apparent when we consider the responses of an administrator in a number of different situations. In coping with these varied conditions, he may appear to demonstrate one trait in one instance—e.g., dominance when dealing with subordinates—and the directly opposite trait under another set of circumstances—e.g., submissiveness when dealing with superiors. Yet in each instance he may be acting appropriately to achieve the best results. Which, then, can we identify as a desirable characteristic? Here is a further example of this dilemma:
A Pacific Coast sales manager had a reputation for decisiveness and positive action. Yet when he was required to name an assistant to understudy his job from among several well-qualified subordinates, he deliberately avoided making a decision. His associates were quick to observe what appeared to be obvious indecisiveness.
But after several months had passed, it became clear that the sales manager had very unobtrusively been giving the various salesmen opportunities to demonstrate their attitudes and feelings. As a result, he was able to identify strong sentiments for one man whose subsequent promotion was enthusiastically accepted by the entire group.
In this instance, the sales manager’s skillful performance was improperly interpreted as “indecisiveness.” Their concern with irrelevant traits led his associates to overlook the adequacy of his performance. Would it not have been more appropriate to conclude that his human skill in working with others enabled him to adapt effectively to the requirements of a new situation?
Cases such as these would indicate that it is more useful to judge an administrator on the results of his performance than on his apparent traits. Skills are easier to identify than are traits and are less likely to be misinterpreted. Furthermore, skills offer a more directly applicable frame of reference for executive development, since any improvement in an administrator’s skills must necessarily result in more effective performance.
Still another danger in many existing executive development programs lies in the unqualified enthusiasm with which some companies and colleges have embraced courses in “human relations.” There would seem to be two inherent pitfalls here: (1) Human relations courses might only be imparting information or specific techniques, rather than developing the individual’s human skill. (2) Even if individual development does take place, some companies, by placing all of their emphasis on human skill, may be completely overlooking the training requirements for top positions. They may run the risk of producing men with highly developed human skill who lack the conceptual ability to be effective top-level administrators.
It would appear important, then, that the training of a candidate for an administrative position be directed at the development of those skills which are most needed at the level of responsibility for which he is being considered.
Executive placement
This three-skill concept suggests immediate possibilities for the creating of management teams of individuals with complementary skills. For example, one medium-size midwestern distributing organization has as president a man of unusual conceptual ability but extremely limited human skill. However, he has two vice presidents with exceptional human skill. These three men make up an executive committee which has been outstandingly successful, the skills of each member making up for deficiencies of the others. Perhaps the plan of two-man complementary conference leadership proposed by Robert F. Bales, in which the one leader maintains “task leadership” while the other provides “social leadership,” might also be an example in point.9
Executive selection
In trying to predetermine a prospective candidate’s abilities on a job, much use is being made these days of various kinds of testing devices. Executives are being tested for everything from “decisiveness” to “conformity.” These tests, as a recent article in Fortune points out, have achieved some highly questionable results when applied to performance on the job.10 Would it not be much more productive to be concerned with skills of doing rather than with a number of traits which do not guarantee performance ?
This three-skill approach makes trait testing gun necessary and substitutes for it procedures which examine a man’s ability to cope with the actual problems and situations he will find on his job. These procedures, which indicate what a man can do in specific situations, are the same for selection and for measuring development. They will be described in the section on developing executive skills which follows.
This approach suggests that executives should not be chosen on the basis of their apparent possession of a number of behavior characteristics or traits, but on the basis of their possession of the requisite skills for the specific level of responsibility involved.
Developing the Skills
For years many people have contended that leadership ability is inherent in certain chosen individuals. We talk of “born leaders,” “born executives,” “born salesmen.” It is undoubtedly true that certain people, naturally or innately, possess greater aptitude or ability in certain skills. But research in psychology and physiology would also indicate, first, that those having strong aptitudes and abilities can improve their skill through practice and training, and, secondly, that even those lacking the natural ability can improve their performance and over-all effectiveness.
The skill conception of administration suggests that we may hope to improve our administrative effectiveness and to develop better administrators for the future. This skill conception implies learning by doing. Different people learn in different ways, but skills are developed through practice and through relating learning to one’s own personal experience and background. If well done, training in these basic administrative skills should develop executive abilities more surely and more rapidly than through unorganized experience. What, then, are some of the ways in which this training can be conducted?
Technical skill
Development of technical skill has received great attention for many years by industry and educational institutions alike, and much progress has been made. Sound grounding in the principles, structures, and processes of the individual specialty, coupled with actual practice and experience during which the individual is watched and helped by a superior, appear to be most effective. In view of the vast amount of work which has been done in training people in the technical skills, it would seem unnecessary in this article to suggest more.
Human skill
Human skill, however, has been much less understood, and only recently has systematic progress been made in developing it. Many different approaches to the development of human skill are being pursued by various universities and professional men today. These are rooted in such disciplines as psychology, sociology, and anthropology.
Some of these approaches find their application in “applied psychology,” “human engineering,” and a host of other manifestations requiring technical specialists to help the businessman with his human problems. As a practical matter, however, the executive must develop his own human skill, rather than lean on the advice of others. To be effective, he must develop his own personal point of view toward human activity, so that he will (a) recognize the feelings and sentiments which he brings to a situation; (b) have an attitude about his own experiences which will enable him to re-evaluate and learn from them; (c) develop ability in understanding what others by their actions and words (explicit or implicit) are trying to communicate to him; and (d) develop ability in successfully communicating his ideas and attitudes to others.11
This human skill can be developed by some individuals without formalized training. Others can be individually aided by their immediate superiors as an integral part of the “coaching” process to be described later. This aid depends for effectiveness, obviously, on the extent to which the superior possesses the human skill.
For larger groups, the use of case problems coupled with impromptu role playing can be very effective. This training can be established on a formal or informal basis, but it requires a skilled instructor and organized sequence of activities.12 It affords as good an approximation to reality as can be provided on a continuing classroom basis and offers an opportunity for critical reflection not often found in actual practice. An important part of the procedure is the self-examination of the trainee’s own concepts and values, which may enable him to develop more useful attitudes about himself and about others. With the change in attitude, hopefully, there may also come some active skill in dealing with human problems.
