Sonny got a coach and got on top of his job. Sonny, based in China, was recently promoted to lead a 40,000-person organization across China and neighboring countries. And yet, for the first time in his career, he felt like quitting.
His company, one of the largest and most successful manufacturing services firms, had been growing at breakneck speed for ten years, riding a global boom in manufacturing outsourcing. Prior to Sonny’s promotion, he led Operations — the core growth engine for the company. Sonny ran Operations with the skill and efficiency of a highly experienced battlefield commander — calling critical shots and tending to the needs of the delivery team. Sonny loved the job. He knew the business better than anyone and was respected in local circles for his no-nonsense style. He had reported to the company’s head of Southeast Asia, who reported to the EVP, based in the company’s head office.
Two months after Sonny’s promotion to Regional General Manager-Asia, things began to unravel for him. He now led all functions within the region, including HR, Finance, Operations, and Global Account Management. Because of a re-organization, he reported directly to the global EVP of the company, based in headquarters.
Things became far more complex. Sonny was now expected to be the architect for the company’s growth strategy while leading the P&L across a diverse geography and continuing to grow at record rates. Sonny had never reported directly to a top executive at headquarters. As Sonny commented to us, “I can’t get on top of it. I have no balance. I’m spending my time fighting HR and Finance, people who have no feel for Operations. I am expected to present a strategy for growth — everyone looks to me and I’m getting no support.” Sonny also knew that his direct reports were frustrated, and one—his key HR executive—was about to resign.
Studies show that cross-functional global roles are different. Global executives experience far more complexity, flux, and ambiguity in their jobs than domestic executives, and they deal with a multiplicity of stakeholders across diverse cultures and boundaries. Intelligence alone doesn’t lead to success.
Through coaching, Sonny began a journey of change, beginning with a heightened awareness of his own leadership style. He then learned how to lead others within the team and across the organization in a global context. All successful global executives take this journey sooner or later, some more consciously than others. Executives who don’t evolve, don’t get promoted—we know this from evidence. Sonny learned how his style impacted others, including his team, and how to better influence across borders and cultures.
1. Leading Self: Sonny learned that others, especially those across the matrix, considered him “a bully, overly demanding, not strategic.” Executives at headquarters felt Sonny needed to step into the Regional General Manager role with more of a strategic impact. His decision style assessment report revealed a task-orientation style that leaned heavily on speed and action over planning, active listening, inquiring, and systems thinking. In short, the skills and behaviors that got Sonny promoted were no longer enough.
2. Leading Others: Sonny began to understand how his own style was negatively impacting himself and others. Worse, as the pressure grew, Sonny’s style became even more controlling. As a result, he became more alienated from his team and decision-making became dysfunctional.
The turning point came when Sonny decided to change. “Through coaching, I realized that my job was to create purpose and opportunity for thousands of people in this organization. My focus ceased to be ‘operations versus everyone else.’ We need to become one organization.”
Over the next six months, Sonny learned how to become more versatile as a leader and decision-maker, but it was hard. The new behaviors — more listening, probing for information, and pausing before judging others — didn’t seem natural to him and he almost gave up. Over time, however, he realized that the new behaviors were essential for success and consistent with his purpose. He couldn’t possibly succeed in his new role without the expertise and ideas of others. In addition to understanding his own style, he learned how to adapt to the style of others, a critical first step in influencing teams. In other words, he developed his ‘empathy muscles’ and used his new skills to read people and situations.
He later observed, almost by surprise, that there was no more fighting within his team. People felt heard. As he leaned on others for ideas, others provided solutions. Through greater self-awareness, Sonny began to adapt his style to each situation.
3. Leading the Organization: Although his job required constant influence — up, down, and across — Sonny lacked the skills to influence across cultures and borders. “I was impatient,” he says. “If someone disagreed with me, I wrote them off.” Through practice, Sonny became more aware of the needs of executives across the matrix. He built relationships and communicated in ways that allowed him to be heard.
4. Impact: Because others on his team were contributing more, Sonny had more time to think strategically. He began to use his influencing skills to engage executives in headquarters to shape the global strategies and policies that impacted his business and teams. He built alliances with global executives across the matrix. He showed more confidence and initiative in his communications with his boss and, as a result, demonstrated more impact at a global level. By managing himself with greater self-awareness, Sonny learned to adapt his style to meet the needs of each situation. Sonny said to us, “the business is becoming more complex, but I’m enjoying it more.”
Sonny did all the work. Our job was to show him the thread by which he could knit through the personal, relational and organizational layers of culture, complexity and chaos.