OK, any of us familiar with Chick-Fil-A restaurants know the yummy goodness of their chicken sandwiches and waffle fries. However, the stand-alone deliciousness of the food can not actually be separated from the quality of customer service. If I lived in Lenoir, North Carolina, for instance, I would drive across town to dine at operator Mike Sheley’s Chick-Fil-A. His character, kindness, and community commitment infuse his staff. “It’s my pleasure” is part of their heart language and also our customer experience.
My loyalty to Southwest Airlines is similar. The free bag check and cheap fares definitely matter as I choose what airlines to book. Then there is the customer service as fleshed out in Southwest employees like Candace Hewitt. She reached out to me, sitting at the gate, in a time of grieving over two years ago…and she still does from time to time.
That’s the kind of employee that inspires customer loyalty to a company.
Companies these days are often focused sharply on business processes that streamline innovation and the quality and availability of the product or service. Competition is a constant stressor.
What if we are missing the opportunity to nurture our hidden customers? The employees themselves.
Thought leader Michael Lowenstein researches and writes extensively on this. This making employees “ambassadors” of our companies. For those interested in exploring what he and others recommend, I’ve included links below.
In brief, if you’re thinking this might be an issue to address, here are Lowenstein’s recommendations for building such a workplace philosophy and ethic:
Some years ago, my colleague Jill Griffin and I identified nine ‘best practices’ for generating employee behavior which extends beyond loyalty to contribution and commitment.
1. Build a Climate of Trust – That Works Both Ways 2. Train, Train, Train and Cross-Train 3. Make Sure Each Employee Has A Career Path 4. Provide Frequent Evaluations and Reviews 5. Seek To Inform, Seek To Debrief 6. Recognize and Reward Initiative 7. Ask Employees What They Want 8. By All Means, Have Fun 9. Hire The Right Employees In The First Place
To build more of the first best practice, employee trust and empowerment, into the company culture, consider the following:
• Insure staff trust and empowerment are key values in the firm’s mission and vision statements • Practice effective story-telling • Create company rites and rituals that help reinforce the rewards of employee trust • Maintain a free flow of information between management and staff to reinforce the trust factor and help prevent negative communication and gossip. • Actively expose all employees to customers’ perception of experience value • Teach senior managers the importance of ‘walking the talk’ and inspiring employee trust. – Michael Lowenstein
Whatever our company or organization, cultivating practices which enhance employee loyalty will yield the fruit of customer loyalty. Whether or not we can measure that, in the end, the former is a worthy goal all on its own.
Sanborn uses his experience of a mail carrier named Fred as the hero of his story. Fred, because of his commitment to personal care and service, elevates a seemingly mundane job into the stuff of excellence and fulfillment. On the long drive over, I opened the book and re-read the bits of wisdom we can learn from such a person’s character. We actually have such a mail carrier in our daily lives, and the mail delivery when he is on vacation is very different than when he is on the job.
[Our leader guy friend is a deep thinker who actually referred us to one of his favorite books as well: The 33 Strategies of Warby Robert Greene. When we returned home we promptly ordered it and will be reading it by mid-week. Our friend can easily read the little book we gave him in a quick evening. My re-reading it on the drive over stirred its wisdom in my heart and my desire to share it with you as well. One day, I’ll share what Robert Greene teaches us from The 33 Strategies of War.]
The Fred Factor includes five distinctive features:Photo Credit: SlideShare
We can determine to deliver excellence in our action and attitude at work, no matter our situation. Mail carrier Fred demonstrated that and modeled the content for Sanborn’s book.
Just to give you a taste of his writing, I list four quotes from the book:
1) “When those who know are able to show, those who learn are able to grow.” – Mark Sanborn
A clear lesson here is to note your personnel who have shown mastery in their work and make opportunities for them to mentor those who are eager learners. It is a perfect win-win. Leadership development is an often-discussed topic but isn’t always executed in effective ways.
2) “When people feel that their contributions are unappreciated, they will stop trying. And when that happens, innovation dies.” – Mark Sanborn
Excellent employees don’t need appreciation or acknowledgement to keep them at the task. However, over time, they will weary of the task (and the vision meant to inspire innovation) if they don’t see how what they do fits in the larger picture. One strategy that prevents stagnation or disengagement is going back to 1) – teaming up mentors and those ready to learn.
3) “You are the spark that sets others on fire when you initiate.” – Mark Sanborn
Initiative is rewarded in a culture where there is freedom to create and ownership of work. Control is at a minimum and inclusion in problem-solving is high. For us as employees, nurturing our initiative is huge. For us as leaders, we do ourselves and our employees good when we guard against waning initiative.
4) “Faithfully doing your best, independent of the support, acknowledgment, or reward of others, is a key determinant in a fulfilling career.” – Mark Sanborn
At the end of the day, for all of us, we are the masters of our own work, in terms of excellence. The greatest challenge to how our day goes is our own attitude. We all know this. Still, it’s easy for us to allow the negative impact of others diminish who we are or what we do. We are wise to keep learning on the job, especially from folks like Fred (and writer Mark Sanborn).
The Energizer Bunny is an iconic symbol of its own message: “It just keeps going and going…” Such is our belief in high capacity employees and volunteers. In fact, the default is never imagine these tireless folks could run out of steam.Photo Credit: Sarah_Ackerman, Flickr
They don’t usually. However, there are situations when their “keep going and going” is out the door.
[High capacity: Nieuwhof describes these folks as those who “can attract other capable leaders; don’t drop balls; love a challenge; constantly overperform”.]
This content is easily generalized to the workplace.
Before we launch into Nieuwhof’s observations, let’s celebrate high capacity folks for a moment. Even as you read this, you may be thinking of a colleague or fellow volunteer who immediately came to mind. That person who stays long at-task after others have lost interest, determined to figure out the solution or finish the project. That person we count on to be “a rising tide that lifts all boats”. That person who carries the ball or puts all she has in the game as if the outcome depends on her. Dependable, tireless, and visionary. Like in the classroom, we in leadership roles too often focus on others more than these because 1) others are either more needy or more demanding, and 2) we figure these “energized” ones don’t need our oversight.Photo Credit: Pixabay
We communicate core values in this, whether we’re aware or not. Nieuwhof’s insight and counsel are much-needed in a high-pressure workplace or organization. For leaders who themselves are already stretched, we count on our high capacity folks to stay at the work they love and we focus our energy elsewhere. Actually, the return on such our investment here, as prescribed by Nieuwhof, would work to our advantage.
The challenge isn’t big enough. – When the role is too well-defined and task-oriented with little scope for a broader impact, high capacity individuals may lose interest. It’s less that they have to matter (to the larger organization) but that their work matters…and they can see that by the trust given to them in the challenge.
Your vision, mission and strategy are fuzzy. – Nieuwhof defines these as:“Mission is the what. Vision is the why. Strategy is the how.” If high capacity individuals are clear on the why, they can engage with the mission and go all crazy with the generation and execution of strategy. Leaders are wise to set vision and then let loose these folks to get after it.
You’re disorganized. – Plenty of us struggle with being organized. It can come with the chaotic schedule of leaders and managers. As we work with our high capacity employees and volunteers, we are wise to focus on providing them with what they need to be successful (direction, resources, right people at the table – including those in charge, on occasion). As time-consuming as this may seem, the outcomes will always be worth it.
You let people off the hook too easily. – Nieuwhof doesn’t mean this in a mean-spirited way. Without intention, we can find ourselves modeling a low-accountability, slacker-friendly work ethic. Not because it is what we value but because our own heavy work-load keeps us from moving our personnel (or volunteers) to the next level of performance. We talk about it (in meetings galore) but we struggle to truly expect it in a real (work)life situation. We keep depending on our high performers to carry the bulk of the workload. High capacity individuals don’t necessarily mind the work but they crave high standards. They see the value and want it for themselves and for those they work alongside. Again, not in a mean way but in a genuinely caring way.
You’re not giving them enough personal time. – Ouch! Where on our full to busting schedules are we going to insert time to touch base with our high capacity folks? We’re talking minutes here – fractions of time in a workweek – that will yield way more than we think. Dropping a meeting or two off our schedule to add face-time with these individuals will speak volumes to how you value them and what they bring. “Unless you’re intentional, you’ll end up spending most of your time with your most problematic people and the least amount of time with your highest performing people. Flip that.” – Carey Nieuwhof
You don’t have enough other high capacity volunteers (or employees) around them. – We make a grave error in judgment when we think our high performers just want to be left alone to do their work. These individuals are often energized by others like them. They welcome opportunities to learn from and encourage each other. Turn over large projects to these folks and give them the authority and resources to run them together. Then give them the perks of such responsibility – they present on the project; their names are linked to the project; they travel to represent the project. Is it because high capacity individuals need the recognition or significance such a collaboration gives them? No. They have already had the satisfaction of doing a good work with valued coworkers. What this does is to say to the company, organization or world that their bosses truly know and publicly value their contribution. That matters.
A lot to chew on on a Monday morning. Thanks, Carey Nieuwhof. Please write another piece on how you apply this wisdom in your own workplace.
[By the way, y’all, don’t miss the Carey’s commentary on his 6 reasons AND the comments at the end of his blog – so good!]
Friday! Tonight, in the Richmond area, we have our first hard freeze this Fall. That means Dave finishes picking our peppers from the garden. He hopes the greens will survive. It’s a beautiful day – sunny and breezy – with showers of brightly colored leaves covering the grass. Both stained glass windows and patchwork quilts come to mind in this feast for the eyes. Hope your Friday is as lovely. Here are my faves for the week. Enjoy.
1) Concerning Hobbits – The Lord of the Rings film trilogy was a very big deal in our growing-up family. When these films came out, we wanted our kids (then middle-school and high school aged) to read the books first. The Hobbit and The Lord of the Rings novels by J. R. R. Tolkien. Surprisingly, our kids did, along with their dad re-reading these classics. They were captivated by the stories and the courage and endurance of the characters. The Hobbits were especially endearing as they were tiny folk, carried along by a grand mission. Much beyond their physical abilities but not beyond their great hearts.
This past week, Nathan Mills, at Beyond the Guitar, arranged the film theme Concerning Hobbits. Composed by Howard Shore, this melody captures the sweetness and hominess of the Hobbits. There is a rise to crescendo in Mills’ arrangement that also speaks to the willingness of the wee Hobbits to rise to battle when necessary.
I’m reminded of the Hobbit Samwise Gamgee’s role in the novel and film. Two quotes follow – one about him by the author and one by him:
“One tiny Hobbit against all the evil the world could muster. A sane being would have given up, but Samwise burned with a magnificent madness, a glowing obsession to surmount every obstacle, to find Frodo, destroy the Ring, and cleanse Middle Earth of its festering malignancy. He knew he would try again. Fail, perhaps. And try once more. A thousand, thousand times if need be, but he would not give up the quest.” – J. R. R. Tolkien
“There’s some good in this world, Mr. Frodo, and it’s worth fighting for.” – SamwisePhoto Credit: Pinterest
2) Flag at Half Staff – It seems our country’s flag is at half staff too frequently these days. This month we remember our military on Veterans Day and many businesses and private homes will display the American flag in honor of these men and women who served our country.
When a flag is flown at half staff it usually relates to the death of someone significant to all Americans.Photo Credit: Wikimedia Commons
This tragedy has reminded us again of the brevity of life, the great value of life and community, and how important it is to reach out always to our neighbors. We grieve with our neighbors in Texas.
Yesterday our flags were at half staff for them:
Governor’s Flag Order for the Commonwealth of Virginia
Pursuant to President Trump’s Presidential Proclamation to lower the United States flag, I do hereby order that the flags of the United States of America and the Commonwealth of Virginia are to be flown at half-staff over the state Capitol and all local, state, and federal buildings and grounds to honor the victims of the attack in Sutherland Springs, Texas, on November 5, 2017.
I hereby order that the flags shall be lowered until sunset, November 9, 2017.
3) Relational Shock Absorbers – I’d like us to consider for a moment the great gift of relational shock absorbers. Those people in our lives who are safe. Those people who sometimes take the brunt of our outbursts or brooding, without returning evil for evil and without inserting their own drama into what we’ve created. I am NOT talking about people who “just take” our bad behavior out of fear or insecurity or their own struggle. That’s codependence and doesn’t help heal either party.
What I am talking about is those in our lives who are rock-solid in their care for us, who recognize that we are not our best selves at that moment, and who refuse to think ill of us. They don’t make whatever issue is going on…about them. Relational shock absorbers are those in our lives who give space and grace, who hug instead of withhold, who listen for the truth behind the tantrum, and who love us forever. No trade-ins. Ever. Our mom was one of those in our lives…I have a long list of others. Give a shout-out to some of yours in the Comments. Photo Credit: Vimeo
4) Leader Smarts – It is so easy for us to become better at our work if we want it badly enough. Pursuing higher education in leadership or business administration is definitely one way. Or searching out leadership mentors online is another way accessible to all of us. Marcel Schwantes is one of my go-to guys, especially related to servant leadership. In a recent piece for Inc., he makes a case for why employees quit, and what leaders can do to keep them.
5) Making Family Happen – Everybody’s busy. I get that. So how do we make family happen without it being an undue burden on our loved ones, either our children or theirs?
I’m trying to figure this out and would love any wisdom from you willing to share (please comment below). Just this past week, we experienced a generous dose of “making family happen”.
Dave and I traveled to Georgia for a family visit, and it was a sweet touch-point with many we loved there. Like our trips to visit our Delaware family, this one brought all sorts of beauty and kindnesses which will sooth our hearts for many months to come.
In all our married life, we have never lived close to family – sometimes states away, and sometimes countries apart. I have always missed that drop-in nearness with loved ones. Now with both parents gone, my hope is that we next generations will carry on relationships that matter. The traditions may change some, but as long as there are sweet memories…that’s a big part of making family happen. I’m very thankful for a brother and sister-in-law who made family happen for us this past week…and all the younguns who could.
As the holidays of Thanksgiving and Christmas quickly come, I hope for all of us that we can lean in – to God and each other. Photo Credit: Wikimedia Commons
When we see individuals in the military with some form of Special Forces training and experience, we are captivated and sorely aware of how different they are from most of us. That level of discipline, courage, expertise and physicality is uncommon. Nothing I ever imagined for myself. Still what can we learn from these leaders that we can apply to life and work?
Although the book Extreme Ownership was published in 2015, it was unknown to me until this weekend. Thanks to my Twitter feed and then reading some reviews, I ordered my own personal copy. The authors, and former Navy SEAL team commanders, Jocko Willink and Leif Babin are heroes and the stuff of legend.
[OK…I haven’t read the book yet…pre-ordered the latest edition coming out November 21, 2017. however, the reviews and summaries (listed in the links below) have already been so informative, I will gush away even before reading the book. So sink your teeth into these bits below until we have both read the book…or have you already read it?]
The phrase extreme ownership really tantalized because it spoke to my own leader heart. It resonates with servant leadership which is hard to fathom as a norm in military structure and authority. The idea of everyone on a team, in an organization, owning their part of a vision or operation is thrilling to me. It makes sense that this would, of course, lead to highest performance…provided…and this is imperative: the leadership, up and down the organization, is equipping each team member, communicating thoroughly, and sharing decision-making as appropriate.
“Without a team – a group of individuals working to accomplish a mission – there can be no leadership. The only meaningful measure for a leader is whether the team succeeds or fails.”
“For leaders, the humility to admit and own mistakes and develop a plan to overcome them is essential to success. The best leaders are not driven by ego or personal agendas. They are simply focused on the mission and how best to accomplish it.”
“Leaders must own everything in their world. There is no one else to blame.”
“There are only two types of leaders: effective and ineffective. Effective leaders that lead successful, high-performance teams exhibit Extreme Ownership. Anything else is simply ineffective. Anything else is bad leadership.”
“Leadership isn’t one person leading a team. It is a group of leaders working together, up and down the chain of command, to lead.”
“Ego clouds and disrupts everything: the planning process, the ability to take good advice, and the ability to accept constructive criticism. It can even stifle someone’s sense of self-preservation. Often, the most difficult ego to deal with is your own.”
“As a leader, it doesn’t matter how well you feel you have presented the information or communicated an order, plan, tactic, or strategy. If your team doesn’t get it, you have not kept things simple and you have failed. You must brief to ensure the lowest common denominator on the team understands.”
“Human beings are generally not capable of managing more than six to ten people.”
“Trust is not blindly given. It must be built over time. Situations will sometimes require that the boss walk away from a problem and let junior leaders solve it, even if the boss knows he might solve it more efficiently.”
Business leader Tom Niesen also lists his takeaways from the book, and they align nicely with the other summaries I read:
Mission (Commander’s Intent and Effectiveness)
It is on the leader! (Assuming a good “hire,” now, it is the leader).
Extreme Ownership – everyone believes in the “why”, understands the “why”, and then pursues the “what”. Beginning with the leader. But, everyone “owns it all”.
Get rid of the undermining, not-carrying-the-load, under-performer [this should be a rare necessity in extreme ownership but it can happen].
Get very good at information sharing.
Simplify! Keep it simple. (Not simplistic – simple).
Communicate – thoroughly communicate. Up and down and all around. Confirm that the communication was sent and received and understood.
I hope these two summaries (and others in the links below) will whet your appetite to consider reading Willink’s and Babin’s book. Especially consider taking steps toward extreme ownership in your business or organization.
Sometimes, we struggle in leadership to trust those around us to speak into decisions or even to carry out their assignments without us hovering. Worse is when we just don’t trust others and, as a result, take too much responsibility on ourselves or just a few trusted members of the team. I’ve learned through my life to take joy in the many…even with all its messiness.
If we want processes neat and tidy, we must hold tight to control and keep our trust to a very few colleagues.
Extreme ownership requires a great deal from leaders. We must operate with wisdom and excellence to fully equip our teams and then to give them the freedom to execute. Clear and full communication, up and down the command chain, greases the tracks for this kind of operation. Shouldering personal responsibility at all levels is also crucial, but the key is ultimately the executive leader takes full responsibility in the end…especially if something goes wrong.
I love this concept of extreme ownership. Who’s with me? Fortunately we can apply these principles without having to go through the grueling process of being a Navy SEAL. Thanks, Gentlemen, for your incredible service.Photo Credit: Wikimedia Commons
As I write the sun’s going down on another work week. Friday came and has almost gone as the days shorten in Fall. Before the day passes into the weekend, here are my favorite finds of the week.
1) Super Mario Brothers – Just in time for the Christmas shopping season, Nintendo is releasing its latest version of the popular video game series: Super Mario Brothers Odyssey. Nathan Mills, of Beyond the Guitar, has played these games for much of his life. So many memories.
When he arranges and performs some of composer Koji Kondo‘s themes, you will hear the love and sweet nostalgia, in his playing.Check it out.
2) Great Television – So many viewing options these days with cable channels, Netflix, etc. It is amazing to me how many great shows are on TV right now, without us viewers having to be bombarded with vulgar language, and so much sex and violence. Three of my absolute favorite shows are on the regular networks. They are The Good Doctor (ABC), This Is Us (NBC), and Blue Bloods (CBS). Photo Credit: Facebook, International Business News, CBS
The writers on these shows really seem to know their audiences. Intelligent, touching, and riveting stories. I’m not going into all the reasons why these shows are favorites today, but I would love to know why you love these or other shows (please share in the Comments below).
3) Not Hoarding – In the last two weeks, I’ve been working on a project that has required much manpower and discernment. It relates to clearing out a much-loved property left “as is”, in order for the next occupants to use the space. The word “hoarding” has been thrown around several times, and I’d like to address the use of that word in today’s culture. Actual hoarding is a painful, psychologically and socially debilitating disorder.
To call anyone a hoarder is insensitive. It’s not a word that should be used casually to judge people. What some would call hoarders are actually resourceful, frugal, or innovative.
Financial planner Amy Jo Lauber posted a great piece on this: There’s a Fine Line Between Being Resourceful and Being a Hoarder. On the surface, some could appear to be hoarders, but their reasons for holding onto things make a difference. My mom and dad had two sheds full of tools and treasures when Mom died. As we cleared out those sheds, I was reminded of her reasons for having the things she had in storage – it was always to bless others. She didn’t hold onto things because they gave her some measure of comfort or stability. They were in storage and in transition, on their way to others…and she just didn’t get to finish. After she died, Dad began going through his tools and did give most of them away to family members and friends.
It’s easy to just judge people as hoarders if you don’t know them well. A key to determining if it’s not hoarding is to look for margin. Are there chairs to sit in and room to maneuver in your home or that of your friends and family? Is the kitchen usable? Can you park cars in the garage (of course, the garage is sometimes used for storage? Are material things barriers to relationships or are they just stuff?
Stuff management requires from its owner time and energy. However, so does shopping (and the finances) for replacements for the things discarded.
To judge others based on how they deal with their stuff can be as misguided as the old addiction of trying to “keep up with the Joneses”. However, we would be just as culpable if we negatively judge those who don’t hold onto things. I hope this makes sense; I’m wrestling with it this week…wanting to understand both sides.
4) Thrifting – Don’t you love discovering great finds in thrift stores? This sort of thing goes along with “not hoarding” as we reuse, repurpose, recycle. Here’s a sweet story about thrifting. One of my favorite thrift shops is West End Thrift in Richmond, Virginia. It’s just been open since the Spring of 2017. When it first opened, one of the promotions was new wedding dresses at thrift store prices.Photo Credit: Facebook
The story goes that these dresses were donated by a consignment shop owner who was retiring. She apparently had final ownership of the dresses and gave them to West End Thrift. I was only in the store once when a young woman took advantage of this great deal. She had been in the store in the Spring and had seen a dress she loved… but didn’t buy it (for whatever reasons). More recently she dropped back by, and inquired if it was still available (doubting such a possibility). The dress was still there and fit her beautifully. Here’s this lovely young woman, and a handful of store volunteers, and about the same number of customers – who in that moment were like her moms, sisters, and friends. Complete with tears and picture-taking. What we pass on to a thrift store often becomes someone else’s affordable find. Love it!
5) Simple Pleasures – Lastly, can I just go on a minute about the simple pleasures of life? God is so kind to give most moments – and even days – of complete joy. Often, these pleasures require no special planning nor a ton of resources. They are just part of this amazing gift of life. Here are a few of mine from this week:
Visits with grandchildren (if you don’t have any yourself, borrow some – their moms would probably be grateful to share).
Have you ever been in a situation where you felt wisdom, understanding, and experience were being drained right out of you? As if you were getting stupider and stupider? That can happen…or at least the sense of it happening is so strong it might as well be real. Some of this we must own ourselves, and some of it is owned by our leaders.
I’ve had this experience…in fact, just yesterday. Worst is when I see it happening in the lives of people I love…Actually whether they are known to me or not, watching people being devalued or treated as inferior to others just plain makes me mad. I want to know when and how to intervene when that happens and in an appropriate manner.
I first heard her speak at the Global Leadership Summit this year. This engaging young woman clearly has had multipliers in her own life and has obviously learned from some diminishers as well.
On the inside cover of Wiseman’s book Multipliers, she defines two terms: “Diminishers” and “Multipliers”:
“The first type drain intelligence, energy, and capability from the ones around them and always need to be the smartest ones in the room. These are idea killers, the energy sappers, the diminishers of talent and commitment. On the other side of the spectrum are leaders who use their intelligence to amplify the smarts and capabilities of the people around them…These are the leaders who inspire employees to stretch themselves to deliver results that surpass expectations.” – Liz Wiseman
[Sidebar – Diminishers are not necessarily evil people. Their focus could be so tuned to the endgame that people and processes get lost in the pursuit. It’s possible some are accidental diminishers. Hopefully they will have an “aha!” moment, maybe through the multipliers in their own lives. They, too, could change their habits and disciplines.]Photo Credit: Multipliers Books
A diminisher (accidental or not) holds tightly to control, is exclusive (tribal) in her relationships, gives rationale that seems well-thought-out but demeans the hearer, wants the stage, breaks down trust, and lacks care or respect for those in her charge. I shudder at the possibility that I could become such a person…but it is possible for any of us to stray into the relational style of a diminisher.
A hard-wired diminisher may not be able to change – wouldn’t see her thinking or methods as a problem, in fact, sees them as part of how she ended up in charge. However, an accidental diminisher could recover…if he saw what was happening…through over-work, too much responsibility, or having personally experienced the ill of diminishing and taking on its qualities without being aware.
I want to always be a multiplier – one who genuinely cares for people, who inspires confidence in others, who sees the possibilities, who risks by giving over control to another, who stirs thinking and enlarges the lives of those in his/her circle of influence…a circle that’s widely inclusive.
Being a leader is a humbling, stretching experience and, for the sake of those under your watch in your workplace or organization, we want to offer the best leadership we can, right? However, we can all fall prey to habits over time that diminish others.
Shift from giving answers to asking questions. The best leaders don’t provide all the answers, they ask the right questions.
Dispense your ideas in small doses. If you are an idea guy who is prone to tossing out more ideas than anyone can catch, you have “the gift of gab.” Try articulating your ideas in increments. Introduce fewer ideas and leave white space. First, it creates room for others to contribute, and second, your words will be heard more frequently and will be more influential.
Expect complete work. People learn best when they are fully accountable and face the consequences of their work. Ask people to go beyond pointing out problems. Ask them to find a solution. By wrestling with it themselves, they’ll grow their capability and be able to operate more independently.
Wiseman also talks about effective leaders (or multipliers) as operating in the role of change agents – do we reserve the right to make the final decision every time or do we wrestle through decisions with those most affected by them? The latter can definitely be more messy but is also more effective and honoring.
“Multipliers invoke each person’s unique intelligence and create an atmosphere of genius—innovation, productive effort, and collective intelligence…He’ll outstretch all your capabilities to make it happen. He is highly demanding, but you feel great. You know you are signing up for something that will challenge you on a daily basis for many years to come. You will challenge yourself and all your capabilities…Exhilarating, exhausting, challenging, gratifying. He’s a big source of energy. He is a source of power and a tail-wind for what we do.” – Liz Wiseman
Thank you, Liz Wiseman. You are a wise woman (I’m sure you get this all the time…couldn’t resist). Thank you, to all those multipliers in my life’s journey.
Read Wiseman’s book. I’d love to hear your stories of multipliers in your life…and any diminishers that you learned from but (hopefully) were not diminished in the season you were together…maybe you became a multiplier in that person’s life. Journey strong, Friends.*
Two workplace scenarios. The first is when either the manager or the team is super excited about a goal, and action items are determined and given to just the right team member and calendared for quick turnaround. Photo Credit: JSC
The second scenario is when either the manager or the team is super excited about a goal, then one or the other digs in their heels. The meeting ends with no clear shared responsibilities, no movement forward, no hope of change.Photo Credit: GangplankHQ, Flickr
Sigh…all the most excellent strategic planning can take place inside a conference room…and without execution. Essentially, nothing happened there.
I’ve had both kinds of team experiences and want to focus on the former one above. Talk about high employee morale when a group of colleagues operate as a finely tuned machine and the yield is high-quality productivity.
When you go to the website, you actually are able to immediately grow in your understanding of how to influence execution in your company. The video below is an incredible teaching tool – 17 minutes of powerful content on execution:
In brief, their 4 disciplines of execution are:
Focus on the wildly important goals (WIGs). The day-to-day operations always stand against those game-changer goals. Determine to be unyielding on the highest-priority goals (1-3 maximum).
Act on the Lead Measure. [New terminology for me.] The lag measure is the goal itself. The lead measure is what you can influence to accomplish the lag measure. Lead measures are the leverage used to get to the lag measure (goal). Lead measures are “predictive and influenceable“.
Create a compelling scoreboard. I appreciate the wisdom of this (Chris McChesney describes it so well in video above). The scoreboard is not for the manager. It’s all about the players at this juncture, and it should feel like a game. [Actually an element of fun and energy incorporated. What a concept!] The scoreboard would be simple, highly visible and the players (employees) should be able to tell right away from the scoreboard whether they are winning or losing toward meeting the goal.
Create a cadence of accountability. Everybody is going to love this! 20-minute meetings are calendared every week, at the same time. All the people in the room have “skin in the game”. This meeting is sharply focused on 3 things (related to the lead measures only): each person reports on the week before; reviews/updates the scoreboard; makes commitments for coming week. That’s it! How streamlined and forward-moving, is that?!
Many years ago, I was on a work team that was given the responsibility and liberty to determine what else was needed in the formation of a comprehensive cancer center. We had many places already in place – excellent medical and nursing care, an engaged community, and a charitable foundation to provide extra resources for taking us to a state-of-the-art cancer center.
3 nurses – Kay, Kathy, and I – had the question to answer of “Why Else?” What else did we need? We worked together on the planning and execution of comprehensive support services and education. Each of us brought our own giftings – I had vision and ideas, Kay was an influential nurse manager, and Kathy was detail-oriented and had a gift for taking a project to completion. Some of the services that came out of those problem-solving sessions are still embedded deeply into the DNA of that cancer center today.
Start at 6:17 minutes in (if you don’t want story and context), and you will hear his wisdom about the importance of radical truthfulness and radical transparency.
“One of the greatest tragedies of mankind: People arrogantly, naively holding opinions in their minds that are wrong…and acting on them, and not putting them out there to stress-test them, and that’s a tragedy.” – Ray Dalio
“Collective decision-making is so much better than individual decision-making if it’s done well.” – Ray Dalio
Kathy, Kay, and I had that sort of team relationship – radical truthfulness and radical transparency.
Whether you are part of a team, or an independent entrepreneur, there are excellent principles here.
If you want to take an honest and critical look at your team or company’s success in operation, you have great helps here – in the FranklinCovey’s counsel, in Ray Dalio’s discoveries and in the philosophies of business leaders like Steve Jobs. I’d also like to add anything on teaming by Patrick Lencioni.
I would love to hear how you get to execution…because until you do, it’s just meetings upon meetings.
Please add in Comments below any other resources that have proved helpful to you in getting to effective execution with the added impact of high morale in getting to goal.
YouTube Video – 4 Disciplines of Execution – Gwinnett Medical Center – This was personally very satisfying and encouraging for me. My dad was a patient at this medical center during the time when there were banners flying everywhere about it being one of the top medical centers in the country. At the same time, we family members stayed with him around the clock, because nurses did not come when we called, nor were other services offered with any communication that my dad or we mattered to staff. To see that they also came to recognize this was a problem and took effective steps to correct it was exciting.
What a wonder to see neighbors helping neighbors…even among the poorest of the poor. Rachel Stern describes the impact of this beautiful phenomenon below:
Natalie Simpson, chair of the Department of Operations Management and Strategy in the School of Management, says there really is no good evacuation plan when it comes to major disasters in densely populated areas. Simpson, who studies on-the-ground first-response and disaster preparedness, says the reality is that when a disaster gets beyond a certain size, there will never be enough professional help. It will take everybody…
“We’ve already gotten remarkably stronger at channeling people’s individual efforts to support the larger response,” Simpson says. “This is very evident right now as we watch fleets of boats continue to save people in Houston.
“When it comes to disaster preparedness, we are experiencing a dawning of awareness. Everyone must solve large problems together. The key is motivating and empowering everybody to feel confident enough to start solving what little part of this big, messy thing they can on their own.”
2) Leadership Scorecard – If we’re honest, we can be pretty analytical and judgmental when it comes to our leaders’ character and performance. I’m no fan of scorecards, but Frank Sonnenberg has developed one that we would be wise to use. Not just on our leaders – absolutely not – but on ourselves as well.Photo Credit: Frank Sonnenberg
The only leader I know who could ace this scorecard would be Jesus. However, it shows areas we might have blind spots in and in Sonnenberg’s article he goes into detail about the various components of being an effective emotionally intelligent leader. Worth a look, for sure. Any of these areas you struggle in? Please also share (in the Comments below) any examples of leaders you have experienced who demonstrate this sort of excellence.
3) Better Together Cultures – When we lived in North Africa, I had the privilege of working with a great group of parents who founded a parent-teacher organization for our children’s school. It was a relatively new concept there. Well, in a positive sense. We determined to keep it from being an arena for airing complaints but rather a movement for good in our school. For families, staff, and the community around us. We named our organization Better Together.I think I learned at an early age, and beginning with my mom, that so much more can be accomplished in an environment of inclusion where people genuinely care for and trust each other. Serving goes deeper and celebrating comes naturally. Nurturing a culture of better together at work or in any organization is worth the effort and the risk.
[Search inside DebMillswriter for “Better Together” and you’ll see my fascination and concern/hopefulness in the topic.]
“…many people view networking as the path to accomplishment, forgetting that accomplishments make it easier to network.
When you create something exciting, you don’t have to rely on charisma or name-drop mutual acquaintances to get your foot in the door. The door opens to you. Sponsors, mentors, investors, and collaborators gravitate toward people who demonstrate potential, and a portfolio is a stronger signal than a promise.
It’s possible to develop a network by becoming the kind of person who never eats alone, who wins friends and influences people. But introverts rejoice: there’s another way. You can become the kind of person who invests time in doing excellent work and sharing your knowledge with others.“ – Adam Grant
He has much more to say on networks along with fascinating stories. Read more here.
5) Bread – Can we just take a minute to sing the praises of bread? There may be some countries in the world where bread isn’t a staple, but I’m glad to have lived places where it is. In fact, everywhere I have ever been, it is a staple. From Southern biscuits (best eaten with gravy) and cornbread, Mexican corn tortillas, Egyptian baladipocket bread, Ethiopian sour-dough injera, British seeded breads, French croissants and baguettes, Tunisian flatbread, and Moroccan khboz and msemen…and I could go on. Don’t you just love the pull and chew in bread.
Ironically, bread isn’t a part of my diet currently…BUT it’s a part of every food memory I have associated with happy times with family and friends, here and overseas. So…a new grocery store with a European bakery opened here recently. Lidl‘s bread loveliness is with us. When bread comes back into my diet, it will come from there…or my daughter’s bread machine.
Those are my Friday Faves. How about yours? It’s raining out there in our “neck of the woods”. Be safe and be kind to each other…we never know what is really going on in each other’s lives.
Today’s workplace bends with the culture. Historical and current contexts are present in our work culture, whether or not we acknowledge it. What if our culture has lost its interest in history…in experience… in the wisdom of the ages? What does that mean for those of us in the workplace, when cultural context isn’t seasoned by what we learn from the past? What does history teach us about leadership, about work, about each other?
When I think of audacious leaders, by definition, they can be two different sorts of folks:
Courageous bold risk-takers, or
Arrogant, impudent decision-makers
A negatively audacious leader demands followership. A positively audacious leader, in his own way, also demands followership. Still the most followable leader is the one who leads with both courage AND care.
Hopefully your experience of audacity in leadership is the most a positive one (as will be spelled out more below). Two things leaders always communicate, either positively or negatively, is that “work matters” and “people matter”. Context and history both matter, also, even though the trend in thinking is toward the ever-changing “latest and greatest”.
I am sounding really old here, but fortunately those who speak with much greater authority across the business world are starting to sound the same clarion call. Take Steve Farber and Paul Sohn.
What do they say about radical, audacious history-changing leadership?
In leadership coach Steve Farber‘s article What Is Extreme Leadership?, he talks about taking a “radical leap”. He asks the question: “What can I do, right now, regardless of what others around here are or are not doing, to change my piece of this world/company/organization for the better”?
I love Farber’s definition of extreme (audacious) leadership and I’ve had the great fortune of working with leaders like that.
Paul Sohn, also a leadership coach, write about a bold leadership model – one that incorporates the practices and wisdom of Jesus of Nazareth.
[Sidebar: It’s a shame that most think of Jesus as belonging to Christianity. I wonder, even, if only Christians read to this point of the piece. There is so much to learn and appreciate in the teachings of Jesus. Being put off by how we as clay-footed believers represent him at times is part of our dilemma today. Please don’t miss the wisdom and understanding his life offers to all of us.]
“If you want to build a ship, don’t drum up people to collect wood and don’t assign them tasks and work, but rather teach them to long for the endless immensity of the sea.”
“One will weave the canvas; another will fell a tree by the light of his ax. Yet another will forge nails, and there will be others who observe the stars to learn how to navigate. And yet all will be as one. Building a boat isn’t about weaving canvas, forging nails, or reading the sky. It’s about giving a shared taste for the sea, by the light of which you will see nothing contradictory but rather a community of love.” – Antoine de Saint-Exupery
This is such a beautiful picture of audacious leadership in the most positive sense. We who work together to develop a product or deliver a service can create something better together. Not only is the product or service better suited for the customer, but we are changed in the process.Photo Credit: George Couros, Flickr
I do actually think it matters who the leader is, because our whole culture moves and shifts in response to who’s making decisions. However, we can determine (as leaders or as team players) to honor and elevate one another…as servant leader Jesus demonstrated in his life and teaching. We can build capacity, caring, and community, as Farber and Sohn prescribe, in how we lead and work.
We look back to what history has taught us; we consider the context of current culture; and we work forward to, hopefully, a better future. It’s only in giving up, that we fail. Be audacious in moving forward. It’s Monday…lots can happen.