How it should look, sound, and feel.

Encourages people to talk to each other to manage conflict before escalating.

Does not add to the conflict/drama/tension but serves as a sounding board toward resolution.

Gets involved if a resolution is not possible.

Is a good team member themselves.

Builds trust.

“Have you talked directly with them about this?”

“What have you already tried to resolve this?”

“What would a good resolution look like for both of you?”

“If a direct conversation doesn’t work, loop me back in, and we’ll handle it together.”

Listens first and asks questions.

Asks “are you looking for support or a solution?”

Uses WorkSmart as a resource.

Seeks coaching to get better.

Uses the Hogan to understand an individual’s values and “red zones” to communicate in ways that resonate.

“Tell me more about what’s going on.”

“Are you looking for support, or do you want help solving this?”

“If I understand you correctly, what you’re saying is… did I get that right?”

“I’d like to look at your Hogan and think about how we can use your strengths here."

Can have tough conversations and give critical feedback when needed.

Holds people accountable and shows what it looks like to be held accountable.

Ensures people are achieving what they should: training, project work, job responsibilities.

Is the first stop for PTO requests and office/WFH schedules (not skipping the manager).

Can balance individual needs with what the team and organization need.

“I need to give you some direct feedback about what’s not working.”

“This didn’t meet the standard; here’s why, and here’s what needs to change.”

“I want to honor your needs and also protect the team’s capacity—let’s find the right balance.”

Develops people, does not rescue them.

Finds ways to stretch people to grow beyond their current capabilities and is okay when they don’t do it perfectly the first time.

Encourages.

Uses WorkSmart, tools, and frameworks to help people think, not to think for them.

“What options have you already considered?”

“What do you think your next step should be?”

“I’m not going to fix this for you, but I’ll walk alongside you while you figure it out.”

“This wasn’t perfect, but you tried something new and learned—here’s what I noticed.”

“Let’s make this a stretch assignment and agree on where support vs. ownership sits.”

Is the operational hub for their people: PTO, WFH/office patterns, workload awareness.

Ensures people are in the right training and on top of project responsibilities.

Balances the needs of the individual, the team, and DORIS as a whole in day-to-day decisions.

“Given the team’s capacity and the business needs, here’s what makes the most sense.”

“I hear what you prefer—here’s what we can and can’t do based on team coverage.”