The following post is an excerpt from Frank’s newest book, The Soft Science of Tennis.
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Creating an Exceptional Culture
Mr. Martinez is the tennis operations manager at Big Sky Country Club. A short time ago, he hired Richard as their new tennis director. Richard played college ball, graduated with a highly regarded tennis management degree and his resume checked all the boxes. On the technical side, Richard was microscopically detailed. He could spot a student’s opposing force vectors on their serve six courts away. He was adept at video analysis, organizing compass draws, teaching stroke fundamentals, and eager to oversee the club’s racket stringing service. On paper, Richard was a good fit for a Country Club.
Sadly, within weeks, Richard turned out to be a nightmare. While he had tennis business knowledge, he possessed no interpersonal communication skills. Richard’s interactions with members and co-workers were so poor; it led to his termination just one month into the job. Let’s look into why Richard was let go so soon from Big Sky Country Club.
Richard had a pompous demeanor toward everyone all the time. When adult members would ask for his assistance, he would respond with a loud disrespectful sigh. When Mrs. Jones asked him to fill in with the ladies league for 15-20 minutes until Helen arrived, Richard shook his head in disgust and said, “My hitting rate is the same as my lesson rate. For me to go on court, it’s $120.00 an hour!” Richard even drew complaints from the parents of the junior program because he would scold the children if they smiled and laughed in their beginner’s clinic. Richard was a taskmaster, and to him, clinics were to work and not to play.
The club’s co-workers were also scared of Richard. His pessimistic problem-oriented view of his job made him uncomfortable to be around. The club’s assistant pros reported that he would consistently complain about the facility and the management staff directly to the members. His negative verbal and nonverbal communication reaped havoc throughout the club.
Richard was also incompetent at the most essential interpersonal communication skill: listening. For example, one Friday afternoon, Mr. Martinez, the club manager, handed two rackets to Richard and told him that he had assured junior club member, Joey, that both his rackets would be strung by Saturday morning at 8:00 am. He could pick them up on his way out-of-town to the tournament. Although Richard was looking at Mr. Martinez as he took Joey’s rackets from him, Richard wasn’t listening. His focus was on a tennis match on the pro-shop television.
So Joey and his dad stopped in Saturday morning and his rackets sat unstrung in the pro-shop. The members were obviously upset and Mr. Martinez was furious with Richard. Mr. Martinez addressed Richard about why they were not strung, and he snapped: “You didn’t tell me to string them yesterday!”
After multiple “red flags,” Mr. Martinez had no choice but to put Richard on probation. Richards’s lack of interpersonal communication skills continued to disrupt the club’s optimistic culture. Richard didn’t possess the ability to problem solve, adapt, correct issues or even care to attempt to fit into the club’s corporate guidelines. The final straw was when a member came into the pro-shop and complained that his children are no longer enjoying the clinics and they are considering going elsewhere for lessons. Richard took it personally, called the member an idiot, and instigated a shouting match, “If you want Mikey and Lauren to learn the correct strokes, let me do my job! If you want them to be hackers…then go! I don’t care!”
Richard’s lack of communication skills instigated his firing. He couldn’t apply appropriate decision making, empathy, analyze options or come up with win-win solutions. It was his way or the highway- period. Insulting the members prompted Richard’s demise. The members quit the club and Richard lost his job.
Interpersonal Communication
If technical knowledge is the science of teaching, interpersonal communication is the art of teaching. Interpersonal communication characterizes the interaction that takes place between two or more people. In the coaching world, gaining an understanding of sports biomechanics is important, but mastering communication is essential. Is your athlete being nurtured interpersonal skills? The following is a laundry list of interpersonal communication skills that facilitate success in tennis and in life.
Accountable, Accuracy, Adaptability, Adept, Alertness, Ambition, Amiability, Analytical, Articulate, Assertive, Attentiveness, Business-like, Capable, Caring, Competence, Confidence, Conscientiousness, Considerate, Consistency, Cooperation, Creative, Critical Thinking, Dedication, Dependability, Detail Oriented, Determination, Diplomatic, Efficiency, Empathy, Encouraging, Energy, Enterprising, Ethical, Experienced, Flexibility, Hardworking, Helpfulness, Honesty, Imaginative, Independent, Industriousness, Influential, Innovation, Insightful, Intuitive, Leadership, Logical Thinking, Loyal, Management, Motivation, Nonverbal Communication, Optimism, Organizational, Passion, Patience, Perceptive, Positive, Practical, Problem Solving, Productive, Professional, Progressive, Punctual, Rational, Realistic, Reflective, Reliable, Resourceful, Respectful, Responsible, Sense Of Humor, Sincere, Sociable, Teachable, Teaching, Teamwork, Technical Literacy, Tolerance, Trustworthy, Understanding, Verbal Communication, Versatility, Visionary, Work Ethic…Whew!
Without a doubt, any parent or coach would love to have their athletes possess these personal skills.
Excellence begins with a positive culture both at home and at the club. In our sport, invested athletes don’t search out places like “Allen’s Average Tennis Academy” or “Mike’s Mundane Monday Night Clinic.” On a conscious level, parents and athletes seek excellent technical knowledge. On the subconscious level, they pursue meaningful interpersonal relationships.
The culture I recommend is solution-oriented versus problem-oriented. Athletes are much more likely to flourish in a solution-orientated environment. Coaches that provide a solution-based program are teaching lasting life skills.
