Within the past month I have received two emails surrounding the subject of "frustration." A consultant friend of mine expressed "frustration" with his clients and his inability to move the company toward the "change" they had hired him to do. His comment was

 " Bill, I don't know how you've been able to do what you do for all these years. I get SO FRUSTRATED trying to get management to do the things I think necessary."

Recently a firm I was working with turned the corner (a little bit more) after a couple years of hard work and the following comment came from a manager in that firm.

Morning Bill,

Thank you, so much, for pushing for us to have the opportunity to grow.

Others may not have told you personally, but there was a lot of discussion about how hard you push to get things done. That is what makes you such a success. You keep pushing when you know it is a good thing. I admire your efforts I'm just sorry you have to work so hard for our success. I guess our success is also your success. That is rewarding! Thanks for everything!

In management and leadership we all get frustrated. In life you will get frustrated. How you deal with frustration will determine how successful, happy and content you will be. Government will frustrate you. Politicians will frustrate you. The market will frustrate you. Your kids will frustrate you. People will lie about or talk about you and that's really frustrating! A lot of those things are "small people" or things I just don't have control over. When talking about attitude, Chuck Swindoll said "I am convinced that life is 10% what happens to me and 90% how I react to it."

As a business coach there have been some fundamentals which I have adhered to in the process of change management and organizational growth.

> Have the top people in the organization on your side. This is typically the CEO, CFO and President or VP of Operations. NOTHING will change for the long haul if they are not committed for the long haul. Develop a great working relationship. There is more to this point, but will save the details for another time.

> Sincerely know and demonstrate that everyone in the company is important and deserve your respect and ear.

>Know who the major influencers are. It may not be the boss. It may be a person stuck in the bowels of the organization who people look to for the "cues." If this person thinks you're ok, then many will follow their lead.

> Conduct a complete diagnosis of the company your working with. I don't do "training programs" and I don't give one size fits all solutions to every organization. Every company is different in culture and in the dynamics of leadership.

> Have a plan that makes sense for the firm, operating locations and departments. Connect the dots between all departments as part of an organizational strategy. Communicate the plan to the leadership.This includes the amount of time, money and resources necessary.

> Don't let your frustration show. When untruths are leveled, or if people don't do what they said they were going to do, take a deep breath and walk away. Think about how you will respond before you do...if you do. It's taken me awhile on this one, but it pays off.

> Know WHO YOU are. What are your values and operating principles. Know your center.

> Be a pro. Look like a pro. Clean up your mouth and speak like a pro.

> Know your place. You're not a buddy, (and certainly not a drinking buddy.) You're not a "Drill Sergeant." Be firm, confident and stand up for what you believe. Remember you are still relying on them to take action. I realize I will always be an outsider and that I am not the boss. Knowing my boundaries is critical for ongoing success with any firm.

> Know when to push, how hard to push and when to back off.

I know, clearly, that my real purpose is facilitating growth and development of people. Companies are made up of PEOPLE. And if I can get individual people moving and growing then the natural result has been, successful, growing and profitable organizations.