A Story: “I was once a customer in a well known fast food establishment. The main customer service staff was mentoring a new staff member. The lines were long and the veteran staff member shouted orders to the new staff member, but showed him little about the task at hand. At one point he said: ‘Now for a test…let’s see if you can make one of these….’ As the mentor provided a dramatic showcase for waiting customers concerning his superiority, the new employee looked at us with a frustrated desperation of: ‘What have I got myself into?'”
The lesson: I walked away embarrassed. As a manager myself, it appeared repulsive that the veteran employee would substitute a teaching moment where support is offered, with a selfish demonstration of how good he was.
Making a Good Mentor: The lesson is that good mentoring is about (or any teaching) is delivering assistance with support, not showcasing your superiority.
- As a mentor you are as much a learner, as a teacher.
- Superiority is about you, not the development of others. It means if I have to look better than you, I must feel pretty weak.
- Mentoring is not about discouraging others
- Good mentoring should make others feel more confident.
- Teaching others is not about testing them, especially in front of customers. That makes your customers doubt your organization’s capacity.
The sad lesson from the story above is that the veteran employee in all his confidence actually made himself and the organization look bad.
Teaching capacity in others is about being humble, supportive and caring.
If you don’t care about the people you teach, how can you expect them to take care of the organization?