Managing Professionals - Is It Really Like Herding Cats?

Managing professionals has been compared to herding cats and, as all cat owners now, cats are officially un-herdable. However, skilled animals trainers know that cats can be trained, if perhaps not herded, to an extent that amazes those unfamiliar with the methods. Can it work with professionals too?

You do have to work with the temperament of the cat.

Cats do not respond to "negative reinforcement" or punishment. This includes being put on a lead, being ordered around, being shouted at and being subjected to any kind of: "do this or else . . ." approach.

And if the cat senses that you are questioning its position of supreme authority in the world, you will be tackling mission impossible. Professionals are similar...

So, do animal trainers have some inborn gift, honed over many years, which is beyond the rest of us? The answer is surprising. The skills they use are easily understandable and relatively simple to acquire. Don't take my word for it - try for yourself if you have access to a cat.

To train a cat, you have to follow these rules:

Decide precisely what you want the cat to do.
Identify, perhaps by trial and error, what works as a reinforcement (reward) for the cat (e.g. food) and ensure that you are able to provide it.
Reward any progress toward the thing you want the cat to do, no matter how small, with an immediate reinforcement.
Ignore wrong behaviour and be patient. Don't get emotional about poor behaviour and don't reinforce it.

I have chosen cats as they are recognised as independent and uncooperative. Dogs are far easier to train and are could perhaps be equated with normal people if cats are equated with professionals.

So, does it work with people?

Yes, if done carefully!

Let's say you want to encourage a difficult colleague to be pleasant and agreeable and rather than cantankerous.

First work out what he has to do for you to regard him as agreeable, and picture this in your mind.
Work out what acts as a reinforcement (reward) for your colleague. For some that might be attention or praise. For others you can't beat a cup of coffee. It is usually best to avoid drugs and alcohol.
Reward any progress towards your vision of agreeableness. ("Did he only moan about his wife once this morning instead of three times . . .?" - Reinforce it!)
Ignore bad behaviour. If he's displaying grumpiness, absolutely do not bring him a coffee or engage in any attempt to pacify him.

Be aware that he may get worse temporarily. If he is used to being reinforced for unpleasant behaviour he may get really grumpy in an attempt to get the reinforcement. Ignore it!

If you keep this up for a while, he will get less grumpy around you. However, it is best not to tell him you are training him like a cat and never mention either your strategy or success to other members of staff.

Please treat this article as a light-hearted introduction to the principles of behaviourist psychology. You might want to learn a bit more before attempting to train a cantankerous boss!

Roz Watkins, founder of Templeton Finn Ltd, is an Executive Coach and Trainer. She specialises in working with professional service firms, particulary legal and accountancy firms. For more information and articles see www.templetonfinn.co.uk