The Managerial Moment of Truth

New course in improving organizational performance is missing link for business leaders and managers

Our capacity to have truthful, effective discussions at all levels defines our organization to our employees, suppliers and customers. The capacity for honest, direct conversation fuels our success, and when it is in short supply, can lead to erroneous decisions, diminished performance, strained relations and missed objectives.

Every day in our practice, we see business leaders and their managers tested with opportunities, large and small, for direct conversations to improve performance. Too often, they falter – it is just too difficult, and too risky, to say what they need to. From departments of huge multinational firms, to partners of the smallest startups, managers are (and need to be) asking: Is there an easier, better way to talk candidly about the stuff that is critical to our success?

MMOTCover150x219This crucial question is at the heart of a course developed first for Blue Shield of California, called: The Managerial Moment of Truth (MMOT). Created by organizational consultant and bestselling author, Robert Fritz, and proven in practice by Bruce Bodaken, CEO at Blue Shield, the course is now available to the public. Ann and I have been very fortunate – we were introduced, during program development, almost a year ago, to the principles found in the course and were the first to present the new training. Here’s an inside look at what we are finding.

For the manager, A Managerial Moment of Truth (MMOT for short) begins with two parts: Recognition and Decision.

  1. It starts the moment we realize that the result is not what we expected. The outcome can be worse than expected, or much better than expected, but there is clearly a difference that matters.
  2. It continues with the very next decision we make: Do we, as manager or leader, decide to open up a discussion to address the discrepancy, or do we turn away from a priceless opportunity to strengthen our organization?

About that “priceless” opportunity – if we can address the difference, change behaviors and learn from the situation, we increase productivity and move closer to the results we, and the organization, want. But since managers often turn away from these opportunities at step 2, we must ask the next question: Why?

Frequently, as managers we don’t bring up the issue when it first arises because we don’t want to stir up emotional conflict – will giving accurate feedback regarding performance hurt the employee’s feelings? Will it (further) demotivate the employee? Will they react badly, leading to increased conflict or retaliation? Few managers seek out conflict, so the path of least resistance is to put the discussion off.

Another common reason we don’t promptly move to discuss such situations is that we speculate. In the training, Fritz brings up an excellent point to consider:

“When you think you know the answer to something, do you ask a question?

As human beings we create theories to explain the unknown. A better approach is to really ask questions about what we don’t know. When we speculate, we think we know what we actually don’t know.”

Whatever the exact reasons, the outcome is the same: a person or group misses the information and feedback they need to improve performance – they can’t change what they don’t know about.

The Managerial Moment of Truth course presents a real alternative for leaders and managers. Helena Hörnebrant, an organizational consultant at Sigma Exallon Sweden, reported the following results from her course participants:

“Two of the top managers said ‘Finally I’ve got tools for my everyday situations. All other management methods just tell you to deal with issues immediately but not how – but the MMOT method really gives me tools to act and help in situations which I normally don’t know how to handle’.”

Our own clients really like the MMOT. As Ann observed:

“It gives them a way to think about and structure a successful conversation about difficult stuff – invaluable for successful implementation. We have seen people starting to use the MMOT very quickly and in crisis situations, picking it up, working with it. We conducted the first Managerial Moment of Truth 6-hour course over two days. Two of our participants, after the first day, leapt in and actually handled a tough MMOT with a problem employee.”

Another client took the opportunity the day after the course to dig into why their management meetings were so very unproductive. They used the techniques from the course, including analysis of design and execution issues. The three managers sent each other e-mails documenting their learning and action plans. The following meeting was significantly better. All participants were well prepared. The team stayed away from off-topic discussion and unnecessary detail. Instead of blaming, individuals took accountability for their results – both good and bad.

There is a real complement between doing a business strategy and participating in the Managerial Moment of Truth training. After an MMOT program, our managers and leaders are more likely to succeed in implementing the changes required by the business strategy. They have the tools with which to study reality, to diagnose problems, and to frame, discuss and implement lasting solutions. The MMOT course helps the business strategies succeed as never before.

Fritz and Bodaken’s excellent book, The Managerial Moment of Truth (Free Press), comes with the training materials. The book, itself, was rated by BusinessWeek as among the “Best Business Books of 2006”. It is available in hardcover and Kindle editions from and all major booksellers, as well as in eBook (pdf) at

Please contact Ann or Gary Ralston to learn more about the course, and to see if it is right for your management team.

About the Authors: Ann and Gary Ralston founded Ralston Consulting Inc. in 1997 to help business owners and leaders accelerate profitable growth in their organizations. They serve emerging and middle market companies across North America, from divisions of Fortune 500 firms to start-ups and family-owned businesses. They can be reached at, 614-761-1841, or


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Date: Wednesday, October 16th, 2019 - 10:43:06pm

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