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Tough Call: Fighting Progression Frustration

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Image courtesy of leonardobc

This week the crew has been hitting our heads against a progression boss, and the talk around the campfire has a decided air of frustration to it. As a leader, you need to be aware of your team’s motivation levels when tackling new challenges. Encounters surpassing your raid team’s ability level can often turn frustration into futility.

But how do does a raid leader handle this precisely?

The same way we handle any problem – with planning and execution.  Sun Tzu, who probably would have been a Vodka/Paragon level raid leader, teaches us:

“The general who wins the battle makes many calculations in his temple before the battle is fought. The general who loses makes but few calculations beforehand.”

It sounds simple, and when you’re doing it well, it really is simple.  Knowing what needs to be done ahead of time and adjusting as you go along are the two key ingredients to successful raid progression no matter the size of the raid or the strategy being used.

Below are a few points I recommend keeping in mind when your raid team is approaching difficult content:

Planning For Raid Progression

  • Read, understand and analyze the intended boss strategies as dictated by your raid leaders well in advance of attempting the fight. This allows you to see mistakes as well as make changes easily.
  • Be honest with yourself about the capabilities of your team. Have an idea where your weaknesses and strengths lie. This could be include aspects ranging from movement, DPS, healer skill or people with high raid awareness.
  • Know when to call a wipe and when to extend an attempt to see the next phase. Part of your team being dead might still allow the rest of the raid to practice key mechanics of the fight.
  • Experimentation is good. Figure out what works and what doesn’t when you deviate from a typical boss strategy. It might just be easier for your team.
  • Ensure your team is on the same page. Present a united and focused front for your troops to follow.

Sometimes, though, even our best-laid plans… well, you know what happens.  So the question becomes, what next?  What do I do when my team is getting weary, my strategies are in question, and I need a win quickly?

First of all, do not ditch your plan just because it isn’t working.  A strategy can fall apart in a lot of places. It may be execution, it may be a certain raid composition due to attendance; it could be any number of factors.  Find out where the strategy is failing and decide which elements you can change.  Can you swap personnel?  Slight positioning adjustment?  Time your cooldowns better (this is often a fix in Cataclysm raiding)?
Whether your plan needs a complete overhaul or just some minor adjustments, it is still crucial to address the frustration of your raiders and regroup.

  • Do not avoid the tough conversations. When your members bring up their gripes, listen to them. Answer appropriately.
  • Know the difference between toxic negativity and someone just blowing off steam. Sometimes people just need to vent. However, there is line between getting out some frustration and poisoning the morale of your squad.
  • Give responses that are logical and concise. You need to lay out for your team exactly what you’re doing, why you’re doing it that way,  and why you don’t think it can be done in an alternative way.  The more details, the better.
  • Accept suggestions and give them their due consideration. After all, if the 9 or 24 other people in your raid aren’t intelligent enough to help you with their observations, then you probably shouldn’t be raiding. Applaud valuable and constructive criticism from your raid.
  • Kill the boss and go out for beer!

Remember, the future is brighter.  Your raid will down this boss and will continue downing bosses. Success breeds further success.  Get out there and prove you’re all winners.

Reader Question

Last week, regarding my post on Real Officer Set-Ups, Kalette asked:

“Do you have any comments on how to incorporate this into a 10 man guild with two separate 10 man teams?”

Recently I had a conversation with Matticus about different ways guilds could operate more than one progression-oriented raid team within the same guild. (See Matt’s post here for his thoughts.) My feeling on the idea is that when you’re setting up policies for your guild, (attendance, loot, recruiting, critique, etc) they should apply to everyone playing that portion of the game, not just your raid team.

Clearly each raid needs their own raid leader, both of whom will need to be equally trusted by the GM, and trusted to work alone, because at least one of them will likely be raiding in without you overseeing them.

Beyond that, I think you could pull off a two 10-man raid guild with the same positions mentioned before.  You may have to get creative about which officer raids with which team, but in theory your role officers could oversee recruiting, critique and mentoring for every raider under their domain.  Since we’re talking about smaller numbers, they would each be responsible for roughly the same amount of players as they would in a healthy 25-man team, they would probably just need to be better at analyzing WoL logs parses since they can’t see everyone first hand.

Another approach is to combine a few roles, and have those role leaders cooperate with each other.  Tanks and melee DPS can easily be combined, and you could put ranged DPS and healing in a group together.  Then each 10-man raid would have one officer over each of those pairs.  Outside of raid, you may naturally specialize and have one ranged/healing role leader who is more attuned to healing and another who is better at the pew-pew, but so long as they can learning from each other, you can benefit from both being specialized.

By the numbers:
1x GM
2x RL
1x each Role Leader

Alternative:
1x GM
2x RL
2x Tanks/Melee Leader
2x Ranged/Healing Leader

I think the key caveat I’d make is that recruiting should still be done on a scale of “does this person meet our guild’s standards”, not just will they meet the needs of Raid A or Raid B.  When you’re fielding two squads who are both responsible for pushing progression and increasing your guild’s standing, it’s important to make sure that every raider meets the criteria to deserve that guild’s name above their heads.
Kalette, great question; I hope this helps.  If not, call me dumb and I’ll give it another look.

As always, leave your questions/comments/paternity suits in the comments.  I’ll lovingly read them all.  Also, if you have a topic you’d like to see addressed in a future episode of Tough Call, just let me know.

Tough Call: Real Officer Set-Ups In Cataclysm

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Maslow's Hierarchy of Needs
Welcome back for another issue of Tough Call, with me, Viktory.

Disclaimer: What follows is the summation of my opinion based upon the responses I received from over a dozen guild masters when I asked them about their officer corps. Given the content of my last two posts, I felt it would be relevant to take an honest look at how guilds are setting up their government structure these days. This does not mean you should change your guild structure right away.  It does mean, however, that if you were looking to make a change, you can perhaps derive some supporting arguments from a few successful GMs cited below.

A few weeks ago I put out a call for GMs to help me get an idea how their guilds are operating, and, more importantly, what sort of  hierarchy they have put in place to make their guild succeed.  Out of the numerous responses I received, two solid trends emerged:

  1. There are a LOT of different ways to set-up your guild hierarchy, each with their own respective success rates and ease of implementation.
  2. There are far fewer vanity positions in play these days. At least among the sample group at my disposal, it seems there are most GMs expect more output from their officers.

I am happy to see that the days of  “So-and-so has been with us for a long time, so they are an officer now” are largely over.  Only 2 of the GMs who responded to my survey said they had non-specific officer roles (as in “we all do a bit of everything”, which really leads to “everyone assumes someone else is doing the dirty work”).

To get my information, I asked each GM three quick questions, and let them tell me the rest (and believe me, guild managers love to tell you about their guild, its environment and their genius set-up to solve all problems.)

First Question: “What officer positions do you use, and do they report directly to you or is there a chain-of-command?”

Most Common Positions:

  • – Raid Leader (separate from a role leader)
  • – Melee DPS / Tank / Ranged DPS / Healing role leaders
  • – Bank Officer
  • – Recruitment Officer

Some GMs also reported using Morale/Relations officers and an officer rank for Loot Council or Loot Master, separate from other officer duties.  I’m not sure that I’d classify these jobs are something that needs a full-time officer, but I’m also extremely hesitant with the idea of a part-time or “junior” officer.  If it wasn’t so prevalent, I’d lump “Bank Officer” in with this lot.

As for command structure, it’s fairly unanimous that members report to their respective role leaders, who then in turn report to the GM.  I do wish, however, that I had devised a way to get more information about how the recruitment, bank, and morale officers interact with this command structure.

To me this combo represents a stark contrast to the landscape I saw when I started raiding back in Karazhan.  Instead of a GM who ran every aspect and had a few cronies as officers (which is what typically gave loot council-style raids such a bad rep), we are seeing 25-man guilds shift into fully-fleshed organizations.  Positioning the GM as the Chairman of the Board seems to be the clearest way to define duties/responsibilities, and is an efficient way to make sure the various aspects of the guild function at peak performance.

Second Question: “Have you had to add any officer positions since the end of Icecrown Citadel?”

The answers to this question fell in two distinct patterns:

  • Organization increase: bank officer, recruiter, defined class leads.
  • Expansion increase: recruitment officer, 2nd raid leader, PVP leads.

This should tell you that if your guild isn’t growing or refining, you’re stagnating.  12-24 months from now you will be doing things differently; the faster you can figure out what that will be, the better the transition will go.  After all, these are guilds that had 4-5 years of experience and still found roles to add and needs to address after ICC.  Learn from their example and succeed.

Third Question: “If you had to cut one officer position (not person) today, who would it be?”

A few GMs refused to answer this one, or gave responses that never answered the question, but the consensus was either the bank officer or morale officer would be the first to go.

As I stated above, I’m not sure that these are full-time jobs anyways.  In my guilds we’ve always just defaulted to the most likable officer being de facto “HR guy.”  I am very interested to hear any feedback about ways that a bank or morale officer could contribute on-par with what a raid leader, role leader or PVP lead does.

As always, leave any question, comments or epic knitting patterns in the comments below. (I’m trying to get someone to knit me a bad-ass scarf to wear while podcasting).  Also, if you have a situation that you’d like to have me address in a future column, feel free to send it to viktory.wow@gmail.com.

Out with the Bads and in with the… Who?

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As a long time avid follower of as many guild/raid leadership blogs and forums as I can fit into my schedule each week, there is one discussion topic that almost invariably makes me wince. Actually, that isn’t exactly accurate. There is one particular response to this particular topic that makes me want to punch something.

“How do I push my current guild to a higher or more serious level of progression?”

The response that inevitably pops up that makes me /facepalm IRL is: “You need to start replacing the bads and attracting the pros” or even worse (because it sounds so much more friendly somehow) “You need to explain to everyone that raid spots are competitive and people will be replaced as soon as something ‘better’ becomes available”

The overwhelming message that gets passed along whenever this topic comes out is a very clear mercenary-like outline that clearly advocates using fear of being kicked or replaced to snap your raiders into line and light a fire under them to keep them moving forward under the imminent risk of being replaced.

This is my public response to all advocates of raid management that involves any sort of emphasis on kicking or replacing people as soon as something better comes along: Eff that, you would never find me in a guild that treats its members like that.  Unless you believe that you are seriously intent on competing for World or US progression rankings, using an approach that emphasizes the action of replacing/removing people is an inherently unstable strategy.

I once posted that I believe sports analogies are by far the best way to view leading a raid or guild, as opposed to trying to compare it to running a business or a leading a group of soldiers.  I bring this up because something that always pops into my mind when people start trying to describe their plans for assembling the “Dream Team” of WoW raiding, it makes me remember how well it has worked long term when the U.S. did the same thing with our national basketball team.

Sure, the U.S. national basketball team has been more or less successful in the long term, but the only reason for our success has been the overwhelming pool of talent that we have to pull from in the NBA.  If you watch the games, the level of coordination and teamsmanship just doesn’t ever really manifest itself on the court, especially in the first couple of incarnations of the team.  Essentially it is a collection of basketball gods steamrolling over the competition through the sheer force of individual talent. How much fun could that be on a long term basis to be part of?  The only hope someone like me would have of answering how fun that might be would be to look at what kind of turnover the team has had since the first “Dream Team” (for those that don’t want to go look, essentially the turnover is nearly 100% between each big game until very recently when they instituted rules to try and force players to commit to more time to the team).

On the other hand, we could look at virtually every Hollywood sports movie ever made for a good counterexample of an underdog team that overcomes enormous odds through hard work and awesome teamwork.  My personal favorite for this analogy is “Miracle” by Disney,<link:  a true story based coincidently on another U.S. Olympic team.  The 1980 U.S. hockey team and their “Miracle on Ice.” It is a great movie if you’re into feel-good sports films, especially if you appreciate the ones based on real life stories.  I remember watching the final game between this team and the Russians on TV and the swell of national pride during those final seconds of the game. It isn’t hard to imagine why this is described as one of the greatest moments in sports history.

So what is the point? I’ll make an effort here to explain what it is exactly that goes through my head when I see this discussion pop up and my reaction when someone proposes trying to go the mercenary route in their approach to building a “successful” raid group. It usually centers around two questions:

Does this person honestly ever see themselves trying to break into the world progression rankings with their team? (Hint: if you are asking on a public forum for directions or help on how to motivate your team to do better, the answer is no)  I know that at least for me, the only measure of success I have for my raid team is whether or not we meet our raid goals each tier. I could care less if we are the 3rd raid group to do so or the 30,000th in the world, as long as we meet our own goals I am going to feel like we succeeded.

Then my mind goes on a rambling tangent involving sports analogies and nostalgia and I come to my second question:

Which Olympic winning sports team do I honestly think I would rather be a member of? And perhaps more importantly, which team would the person asking the question rather pbe a part of?  The U.S. National basketball team a.k.a. the “Dream Team” that get together every 4 years to ROFLStomp the rest of the world in basketball (and no, you don’t get an NBA contract or salary for being on the team) or would I/they want to be part of that “rag-tag group of college kids” who pulled off one of the greatest moments in sports history? I suppose both options are going to appeal to people in different ways.

Another thing to consider: From everything I have ever read about really high end raiding guilds, one of the most prevalent traits that they share is that the bulk of their members have been playing together for -years-.  Not a single one of them is stressed out over whether or not the next new applicant is going to cause them to take their raid spot and the turnover these teams have is extremely low.  Turnover for them has been extremely low for -years-, and I would guess that what turnover they had had nothing to do with someone failing to perform up to the group’s expectations but instead likely had to do with real life obligations that had nothing to do with the game.

If you don’t have the raw talent to be ROFLStomping your way through the content, then employing a revolving door strategy where you are constantly trying to replace your “worst” raiders is going to result in a turnover rate that will rival your local fast food joint with the creepy shift manager.

If your stated goal is to replace the lowest performing members of your raid team on a regular basis, what kind of message does that send to your team about the long term security of their raid spots?  Even more importantly, what does that say about the possibility of being replaced by some raiding super-star who happens to apply to the guild?

Next week I will share my alternatives to the idea of motivating your raiders through fear of being replaced.  In the meantime I would like to leave everyone with a question to ponder.  You are welcome to share your answers below in the comments, but I would be just as happy if you just spend a few minutes thinking about what your answer would be.

Question: If one of the world’s best <insert class/role here> players applied to your guild, assuming that they met all of your other requirements for a new recruit, which of your current players would you replace with the new applicant?  What if the person being replaced was already one of your stronger players?  Would your answer be any different if there were 4 of the world’s top players turning in applications at the same time? How about 9 applications that are clearly head and shoulders better than anything you currently have in your raid? 

I can tell you that I at least would almost undoubtedly turn the applicant down.  Unless they happened to stumble into one of the few periods of the year where we have opened recruitment.  Though to be honest, even then I would have to seriously question whether someone like that would really fit in with our raid group.

Tough Call: Are your officers carrying their weight?

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tc-carryweight-480

Welcome back for another week of cupcakes and snugly puppies. 

Psych!

We both know we’re not here for that, so let’s get down to business. What follows will be Part 1 of an 18-part epic series.  When I am through, angels will descend from on high and carry the compiled works to the Vatican for safe-keeping.  Ages from now, historians will place this up there with The Illiad, Kafka’s Metamorphosis and Hitchhiker’s Guide. 

Hey, a guy can dream right?

Recently we discussed the important roles and differences between the GM and the Raid Leader.  In a 10-man strict guild, you may be able to get by with only have these two officers and some trusted guildies from whom you can expect honest answers.  However, I find that even 10-mans and almost certainly 25-man raiding guilds run better with multiple officers.

In my experience, and from what I’ve been told by other leaders, there often arises a situation where guilds have officers who seem to be the Deputy of Do Nothing.  (As opposed to my own favorite title: Deputy of Awesome.)  I have found that this unique problem can stem from three sources.

  1. Not a Leader – These are the officers who may be great players, may be long-term guildies, but once they become an officer, they don’t really do much other than give their opinion when prompted by the RL or GM.
  2. Fatigued Leader – They were great officers but are not just phoning it in, and are only around out of a sense of obligation.
  3. No-Confidence Leader – They would do a great job, if they thought they had the back-up and the RAA to do it.  As it stands, they feel that the average member has more say than them and may be tired of the squeaky wheel getting the oil.

The Deputy of Do Nothing is a drain on your raids efficiency and on the potency of your leadership team.  As the Captain of this ship, it’s up to you to diagnose this malaise before it spreads to the rest of the crew.*

(* unless, of course, they have no authority while in raid and everyone knows it.  In which case, carry on.)

Not too long ago, I read an article about someone who’s trying to have a “Guild Without Officers”.  While I don’t agree with this idea, I thought the insights below were especially suitable to this conversation:

“I look back on how it used to be, with too damn many officers, all of whom did very little to actually help the guild, preferring instead to treat officership like some sort of insiders club where they could talk amongst themselves in their little clique. I recall making rules and chivvying and cajoling and beating my head against the brick wall that was getting anyone else to step up and take responsibility for anything.”

How do I spot this before it’s too late?
Part of being the GM includes an unwritten commitment to your members that you will make sure the rest of your leadership team has the responsibility, authority and accountability to handle their respective areas.  Therefore, you MUST make sure that among your GM duties you include your due diligence.  Kick the tires, shake the branches and see what turns up.

  1. Talk to your members.  I’m sure you’re probably running heroics, or BGs or whiling away the hours getting that fishing feast while in Mumble with your teammates/members.
  2. Try to recall the last time you had an in-depth conversation with your officer.
    • Did they prompt the conversation or did you?
    • How many solutions did they present to the problems your team was encountering?
    • How many of those solutions have been implemented?
  3. Review how organized/engaged their part of the team is on your forums. If this is something that is important to you or your guild community, your officers should be on top of it.
  4. Lastly, think of what you would be doing if you were in their position.  Don’t think that just because you don’t play healer, you can’t tell a healing officer what to do.  Management skills are not class-specific, and chances are you were once doing their job.  At minimum, you will come up with some ideas to discuss next time you talk to them. At best you’ll see that there are opportunities that you both can capitalize upon.

How do I prevent this?

The first step in preventing anything, is to clearly state your expectations upfront.  After all, human nature dictates that people will operate to the level that is expected of them, and if you don’t set that bar, you’re asking them to decide how to run your guild.  You and I both know that the reason you promoted someone to a position of authority is because you trust their opinion, intelligence, communication skills and reliability.  So the only thing missing is your guidance/structure to tell them how you want these skills applied.

  • Rule #1: Do NOT promote all your friends.
  • Rule #2: DO promote everyone you can trust in your absence
  • If Rules 1 & 2 overlap, you should either make more friends are trust more people.
  • Clearly define the duties of each officer position
  • Grant them authority to do their job as they see fit. Nobody can do a job well if they think they have to ask permission.
  • Agree upon how often you expect feedback from them. Ex: Post-Raid Debriefings, Weekly Status Reports or End-of-Tier strategy sessions.
  • Make sure their position is easy enough for the rest of your team to understand. You don’t want anyone saying “what does he do again” or “he’s an officer just because he’s friends with XYZ, he doesn’t do anything”.  
  • Make sure they are NOT the type of person who settles for just doing their job description.  Good leaders appreciate new talent and new ideas.  Encourage those people who could probably do your job.  They will keep you fresh and your team will benefit.
  • Let them know that it’s acceptable to come to you for help BEFORE a fail.  
  • Establish a routine or set reminders for yourself to remember to review these steps and refine them where needed.

Next week we will continue and discuss what you can do once you’ve spotted the problem.

As always, comments, suggestions and questions are appreciated.  Also, the CD of my stand-up routine is available at the table by the door.  I’m here all week.  Tip your waitress!

Tough Call: Time vs Talent

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803068_47829639aWelcome back for another episode of Tough Call with me, Viktory.  Today I want to discuss roster evaluation, and specifically, two factors to look at when examining your depth charts.

You do have a depth chart for your raid positions right?

… Please tell me you have a depth chart for your various raid roles and you’re not just bringing whoever shows up first …

(For anyone who doesn’t get the sport analogy, a depth chart basically lists each position and ranks the players have that position in order. You have your go-to guy/gal, the back-up, the back-back-up, etc.)

Editor’s Note: Before we go any further, if you are of the steadfast opinion that nobody deserves to be benched, or that your best friends deserve a spot in every raid, you will likely want to stop now.

Okay, so let’s say you’ve got your full raid roster in front of you and you’re trying to figure out who’s going to make the cut and get a stable spot in your 25-man raid. Obviously you have certain roles you need to fill (tanks, healers, melee, ranged) and certain skills you need players to possess in those roles (AoE heals, interrupts, soak tank, kiting, etc).  You’ve got a lot of criteria to look at when deciding who is THE BEST player for you to bring to your raid. 

(Remember, “take the player, not the class” implies “take the best possible player”.

One of the more common downfalls I’ve seen leaders suffer, and one of the worst traps I’ve seen players try to spring on their Raid Leader, is the substitution of Time for Talent/Aptitude.

A few weeks ago I told you that “preparation is king”, and while that still holds true, by now you should be seeing who actually knows what’s expected of them, and who’s just reading a script.  In fact, if we think of raiding like a foreign language, we can come up with three archetypes.

Native Speakers

Some players have a lot of natural talent.  These players are the mage who always does crazy DPS and makes it look easy, the guy who plays a utility spec and still manages to do competitive DPS, the healer who can instinctively spot issues with the raid and react in a clutch moment (see Matticus in his prime*).  Everyone loves to have these guys around, especially when they don’t act entitled or get lazy because they think they’re too good to need to put in the grunt work.

*Note: I said “see”, not “listen to”.  He’s a horrible story-teller.

Fluent Professionals

Other players have to work hard to produce the output you’re looking for.  Think Rudy here, the guy with a lot of heart who does his homework and gives you the results you’re looking for.  As a leader you know that he’s always reading up on the relevant websites, maybe talking to other progression raiders who play his spec, and is constantly seeking ways to improve.  Through their effort, they are just as good, or nearly as good as your top tier guys.  The key here is that you DO see them improving, carrying their load, and not causing wipes.

I think a “perfect raid” is filled with a solid mix of these two personalities.  However, we need to minimize or weed-out the last group:

Tourists

The personality to absolutely avoid is the “trained noob”, to borrow a term from Pure Pwnage.  These are players who bring sub-par skill, spend a lot of time logged on, but instead of learning and absorbing their class mechanics, they may have only learned the accepted boss strat.  These are the guys at the cafe with their French-to-English dictionary out, trying to look-up each word the waiter just said, because they were not expecting that response.

Players like this will present a liability to your raid anytime things deviate from the norm.  Get bad RNG on a boss, or timers that don’t line up with the abilities the boss is using, and you can bet that these players will be toast.  Customize the Tankspot strat to meet the capabilities of your raid, and you just may find these guys out of position and thoroughly confused.

Don’t be fooled by people who have a lot of time and very little aptitude.  It all comes down to who can get the job done. 

It is up to you, as part of raid management, to spot the player who may have raid knowledge, but not raid awareness, and figure out a solution.  Determining who’s a “fluent professional” and who’s just a “tourist” will help boost your raid output (and morale) immensely. 

If it’s my call, I’d put that person as far back on my depth chart as possible, only bringing them when I must class-stack, or when other players are missing, and I’d definitely keep recruitment open until I found a good core that was made up all “native speakers” and “fluent professionals”.

Please leave any questions or suggestions for future topics neatly stacked in the comments below.  Shoot, if you’re so inclined, leave details of your most epic knitting accomplishment, too. Those are always cool.