A word of caution here: questions about implementing 360° feedback (360 survey) are easy to ask but not so to answer. Often times, management assumes the answers but does not openly discuss them, resulting in much chaos and confusion down the road.
Based in Montreal Canada, a leading software firm servicing the aerospace industry continued to struggle as it tried to find the “right” management talent for its fast growing and highly technical cadre of programmers. The organization was faced with the classic make or buy conundrum. Should it bring professional managers in from the outside or should it develop from within?
To keep up with the growth, the human resource department first brought professional managers in from the outside, only to learn that to be successful in the organization managers had to have “grown up” within the industry and more specifically, the company. The products, services and client relationships were too complex for a new, albeit capable professional, to learn the ropes in a reasonable time frame.
After a number of fits and starts the human resource team decided to look for the missing talent from within by promoting individual contributors to team leaders. These new “managers” were smart and supremely technical but few, if any, had experience managing direct reports and interfacing with senior management. To help the new managers adapt to their new role the human resource team turned to a behavioral based 360-degree feedback process.
The process allowed for increased awareness of interpersonal and relationship skills which are needed in the new job. It also opened the door for the new managers to engage in people and relationship focused discussions among some very hard-core computer jocks.
In this case, the 360-degree process turned out to be an exceptional tool to integrate new managers into their role by simultaneously teaching them about expectations while greasing the wheel for important dialogue between the manager, his/her boss and his/her direct reports.
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