Like a Good Bartender

For years I have held that, from a purist’s perspective, there are two types of functional individuals: Subject matter experts and professional managers. One should aspire to become one or the other or both in whichever industry they are in.

A subject matter expert, commonly referred to simply as SME, is one that is just that: An expert in the subject matter of their discipline. If this means that you are flipping burgers, be the best burger flipper than you can be. Subject matter expertise insists that you become technically proficient in a particular discipline or subset thereof. As a young soldier I found my expertise in the subject matter of soldiering, engineering, administration, personnel, information technology, and others. One by one, I knocked out the learning that was necessary to become practically proficient in each piece of subject matter as to create a promotion pathway for me. By the time I left the military I was working as a key individual in a personnel and administration section of an engineer headquarters.

The notion of subject matter expertise didn’t hit me as much, however, than it did when I worked with Cingular, now the new AT&T. As a receivables management agent, I took inbound calls from wireless phone customers using a handful or two of different systems. I was told that in order to progress, I needed to memorize policies and procedures for receivables management.

So, that’s exactly what I did. In between calls I spent my time going through the company’s knowledgebase and memorizing policies and learning procedures. As I progressed in these studies over a few weeks I started to learn how the system worked, how the system thought, so to speak. I became, at the time, the quickest-promoted person in history of the call center in which I worked. To this day I hold second place—a good friend of mine beat me by a matter of weeks; he entered the call center in which I worked from another division of the company which was even more empowered and difficult. We both rose to positions of prominence in the same call center because we took paths that others were not willing or able to travel, went the extra mile, and stood out amongst our peers.

We became subject matter experts in our field.

The professional manager, by contrast, is less focused on specific technical details and more focused on being a generalist. However, this isn’t exactly what it seems. In an earlier blog post I point out the fallacy of the “conventional wisdom” of the “jack of all trades, master of none.” It is my personal sentiment that this phrase was constructed by those more apt to be SMEs rather than the generalist that is more suited to being a professional manager.

If a subject matter expert is much like the Army’s warrant officer program—a special subset of the officer corps that was established and exists to operate and maintain the specialized technical systems of the modern military, the professional manager is a manager that adheres to a code similar to that of the Bushiddo—the warrior code that the samurai used in feudal Japan, not unlike portions of the code of chivalry used by the samurai’s European counterparts.

A professional manager uses the sub-disciplines of business and organizational theories and practicum and applies them to any situation: Accounting-Finance-Economics, Management, Information Systems and Information Technology, Sales-Advertising-Marketing, Human Resources, Law, Organizational Psychology, so on and so forth.

Like I said, the professional manager can apply managerial skills to any circumstance. In this regard they are akin to “Special Forces” of the managerial world: For the situations in which they find themselves will often only find it smelling like roses after they have entered themselves into the equation.

That is not to be said that subject matter experts aren’t like Special Forces. In fact, what each SME and Professional Manager should aspire to is to become both: Subject matter experts should learn the “soft skills” of management and associated disciplines to give them a broader perspective when it comes to the performance of their duties and professional managers should heighten and hone their component subject matters as well as others.

What does this mean for the rest of us? Basically just to start down one path or the other and find the other path along the way!