As the world of work evolves, and the line between personal and work hours continues to blur, the concept of setting boundaries probably feels completely elusive, especially for business owners and managers.

You want to make yourself available to your team (especially if they’re hybrid or remote) and appease your clients, but all this does is keep you in “survival mode” and inches you closer to burnout every day. The thought of telling your clients “no” or shutting down a request from your team is probably overwhelming and anxiety-inducing, as it could mean losing a valuable team member or a lucrative account.

But – setting boundaries doesn’t have to be a black-and-white exercise. You can still show your clients and your team that you care without giving them every ounce of your time and energy.

Here are 3 ways to set boundaries without feeling like a “bad” manager or leader:

Create rules for communication

The technologies available to us today have skyrocketed our productivity, but they’ve also inadvertently forced every employee and manager to be “on-call” 24/7. The ease of simply picking up the phone and sending a text when you remember that request you meant to ask someone about earlier results in a constant barrage of information for employees that leaves them feeling overwhelmed and often resentful.

The key to avoiding this slippery slope is to create and implement rules AND a purpose for every single communication channel within your organization. Setting boundaries with communication can include:

• Physical office hours: Don’t tell your employees that you have an ‘open-door policy’ without setting some type of limitations around it. Let them know WHEN they can approach you, WHAT information they should have prepared, and HOW to present it to you so that you can be fully present and expedite the matter effectively.
• Email protocols: It’s difficult to control when your employees receive or send emails, but you can create deadlines for when certain types of email requests need to be addressed. You can even go a step further and create templates for emails so that when your staff (or you) receive them, you know exactly how to interpret them and respond accordingly.
• Chat, project management, & feedback tools: The nature of these types of applications and softwares make it challenging to set boundaries, but the key is to build a system around using them so that the dissemination of information isn’t just a free-for-all. Enforce some hard Do-not-disturb times and clearly outline what types of requests merit breaking this protocol (i.e. what’s urgent vs. what’s not).

Offer a trade-off instead of a flat “no”

The best way to start setting boundaries with your employees or clients is to focus on their wants and needs so you can give them a “yes” for something else. Not only does this show that you’re there to support them, but it keeps the door open for future negotiations.

• For employees: Imagine a scenario where an employee requests a deadline extension. A flat ‘no’ might demotivate them, but a trade-off, such as additional resources or a slight adjustment with clear limitations, can be more effective. Understanding what can be negotiated and what cannot is essential in these situations.
• For clients: If a client asks you for a service or an exception that is outside of the scope of what you offer, you can relay this to them, but then ask what they wish to prioritize. Not only does this give the client autonomy, but it might even open up opportunities to upsell more lucrative services that are a better fit for them.

By being solution-oriented and taking their unique situation into account, you can bypass the usual defensiveness and resistance that you’d get by simply telling them “no.”

Outline and enforce clear escalation protocols

Not every problem requires a manager’s intervention. Defining clear steps for when an issue should be escalated helps in maintaining order and efficiency. These guidelines should include the types of issues that warrant escalation and the appropriate channels and steps to take to do so.

It’s also important to ask for backup from your manager or business partner when you’re faced with resistance from an employee or client. Your leader must be on the same page as you when it comes to setting boundaries, and should serve as a shield for edge-case situations.

Escalation protocols will likely evolve as your business or team grows, but it’s crucial to do two things consistently to keep things from getting out of hand:

• Educate your team: Provide training and clear instructions on what constitutes an exception and when and how to escalate an issue. The more detailed you are, the better – you want them to feel empowered to handle these situations and not have to bother you to step in ever single time.
• Perform regular reviews: Not every employee will be immediately comfortable with these protocols, so it’s your responsibility to check in and make sure that they have the support and guidance they need to be able to initiate escalations with confidence. You might also find that certain situations that were deemed worthy of escalation no longer are, or vice versa.

It may be tempting to create a laundry list of potential escalation criteria, but remember that you want these to be at a minimum. If you have a clear and complete process for every vertical in your business, then escalation should stay at a minimum.

Conclusion: Setting boundaries doesn’t make you a “bad” boss

It empowers your team to thrive without your constant intervention. Setting boundaries as a manager doesn’t mean shutting down communication or being perceived as unapproachable. It’s about establishing a framework where respect for personal time, effective communication, and efficient problem-solving coexist harmoniously.

By setting clear boundaries in communication, approaching difficult conversations with the potential for trade-offs, and creating well-defined protocols for escalation and support, managers can foster a work environment that is both productive and respectful.

As we navigate the complexities of modern management, let us remember that boundaries are not barriers. They are the guidelines that enable us to perform at our best while respecting and valuing the contributions of our colleagues and clients.

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If you’re struggling with setting boundaries with your team or clients, and want to learn more about how coaching can help, send me an email at [email protected] or click the button below to book a discovery call.