Security Manager's Journal: If You Ask for Blind Faith, You May Get Blindsided

Computerworld - TROUBLE TICKET

At issue: A lack of communication leads staffers to doubt their managers technical abilities.

Action plan: Recognize that informed trust will see the team through the rough patches better than blind trust.



I was shocked to discover recently that my staff had lost confidence in my technical abilities. Ive always prided myself on being able to put technical know-how to work even as I manage my staff.

Heres what happened. We are in the midst of a network restructuring project as we introduce new security appliances. My part, besides running the project, is configuring the appliances. My staffs part is to decide on an IP addressing scheme and how to implement the changes. We had several team meetings, went over the plans, picked a cutover date and began.

Two weeks before the cutover, I found out that one of my staff members had consulted several network and security engineers, who prepared a new plan calling for a phased approach and a parallel test network. Good idea.

Otherwise, this new plan had exactly the same configurations that we were working on. That seemed odd, and when I pressed him, my staffer revealed that he had run our ideas by the states chief network engineer. Unknown to my staff, I had been working closely with that department.

Good idea or not, I was upset that my staffer had gone around me. The message I heard: I dont have faith that you possess the technical skills to see this project through properly.

My emotions are pretty transparent, so he asked whether I was mad. I am upset that you didnt trust me to do my part, I said. And I need to know why.

He said that since none of the team had experience in security, they were concerned about supporting the appliances. What happens when you arent around and something goes wrong? he asked. I responded, The same thing that happens when you arent around; we deal with it.

But I knew I had to say more if I wanted to restore the spirit of teamwork. So I pressed ahead. I would not have done to you what you did to me, I said. Teams discuss issues, even negative ones. You cant be afraid to bring up things that may hurt someones feelings. It hurt more that you went behind my back and cast doubt on my skills. Tell me, when you or other members of the team have managed projects, have I been critical? Have I cast doubt on your skills? Have I complained that the project took longer than I expected? Or have I encouraged you and praised your efforts?