Leadership Barometer 8 Not Playing Games

July 23, 2019

Here is a quick way to assess the quality of a leader.

Build a real environment

Many people describe the actions and decisions of their leader as a kind of game.  There is an agenda going on in the head of the leader, but the true intent is often hidden from view.

This situation is common in all parts of our society from C-Level executives, to politicians, clergy, academics, lawyers, accountants, law enforcement, and really every corner of society.

Another symptom is that the story changes from day to day without any apparent provocation or believable explanation. People try to guess what the leader really wants, only to be embarrassed or disappointed when they make a wrong assumption.  It is a common break room discussion for people to speculate what the leader is trying to accomplish by the latest pronouncement.

The contrast with this pattern when there is an excellent leader at the helm could not be more clear.  Great leaders do not play games. They build a culture of trust, where people know the objectives, and all actions are in alignment with those objectives. Workers know what is going on in the mind of the leader and are expected to point out anything that would seem to deviate from the plan.

This condition leads to maximum engagement of everyone because there is no need for second guessing.

Do not assume people know

It is important for any leader to not assume people know the intent.  Since all actions are totally rational in the mind of the leaders, it is a simple leap to figure that other people can connect the dots as well.  You can tell when people are confused by their body language.

A puzzled look on the face is the easy way to spot the confusion. Great leaders are constantly trying to sniff out any possibility of misinterpretation, so they can take immediate corrective actions.

Poor leaders go ahead blindly, assuming that everyone will figure out why a certain action was taken. Sometimes they are astonished to discover significant confusion and wonder why motivation is so low.

That disconnect becomes the acid test of a good leader on this dimension. If there are rarely or never any need to go back and explain an action or statement, then this leader is communicating well and not playing head games with people. In that environment, trust will grow strong, and it will endure.

Put a high premium on direct information, and always verify that people understand not only what you are advocating but why you think that is the wise path. That verification allows people to challenge anything that seems to be out of the expected so that corrections can be made before damage is done.

Bob Whipple is CEO of Leadergrow Inc., a company dedicated to growing leaders. He speaks and conducts seminars on building trust in organizations.

 


Leadership Barometer 4 Absence of Fear

June 24, 2019

Here is a quick and easy way to measure the caliber of any leader.

Lack of Fear

Fear is the enemy of trust, and trust is what you must foster in order to be a great leader.  My favorite quote on this connection is “The absence of fear is the incubator of trust.”

In any group, if the leader creates an environment where there is very low fear, the trust will grow to a high level.  It is as reliable and unstoppable as the mold on last week’s bread.

Good leaders create an environment where there is less fear. That does not mean there is never any fear within the organization.

Sometimes scary stuff is needed in order for the organization to survive. But in those times of uncertainty, great leaders redouble their communication activities to keep people aware of what is going on.

In draconian times, it is the lack of solid reliable information that causes the most fear. When leaders are as transparent as possible, it leads to open communication. This practice means lower fear, and higher trust, even when things are not pleasant.

Nature hates a vacuum. If you have a bare spot in your lawn, nature will quickly fill it in with something, usually weeds. If you take a bucket of water out of a pond, nature will fill in the “hole” immediately. When you open a can of coffee, you hear the rush of air coming in to replace the vacuum.

So it is with people, if there is a void of information, people will find something to fill in the void – usually “weeds.”

That is why rumors attenuate in a culture of high trust. There is no fuel to keep the fires of gossip going. Leaders keep people informed of what is going on all the time. This transparency helps people vent their fears and focus on the tasks at hand, even if they are involved with unpleasant things.

Eliminating fear is much more than just sharing information openly.  Most fear in organizations comes from the feeling that it is not safe to voice a concern, especially if it is about something the leader wants to do.

There is ample evidence in most organizations that people who voice their concerns about what the leader is doing get punished in numerous ways. They learn to hold their observations inside rather than risk getting clobbered.

Trust cannot grow when people are fearful, so in most organizations, it is the lack of ability to be candid with the leader that hampers the growth of trust.

Contrast this pattern with one where the leader is enlightened to welcome and REWARD people for their candor, even if it is contrary to what the leader thinks is right at the moment.  In that kind of culture, trust grows because fear is extinguished.

If you see an organization where people know it is safe to express their opinions (in an appropriate way and time) it is the result of a great leader at work. If you see an organization where people are afraid to speak their truth, the leader of that organization is weak and has a potential to change and grow into a stronger leader.

 

Bob Whipple is CEO of Leadergrow Inc., a company dedicated to growing leaders. He speaks and conducts seminars on building trust in organizations. He can be reached at bwhipple@leadergrow.com or 585-392-7763.


Leadership Barometer 2 Level of Trust

June 11, 2019

There are hundreds of assessments for leaders. The content and quality of these assessments vary greatly.

You can spend a lot of time and money taking surveys to tell you the quality of your leadership. There are a few leading indicators that can be used to give a pretty good picture of the overall quality of your leadership.

These are not good for diagnosing problems or specifying corrective action, but they can tell you where you stand quickly. Here is one of my favorite measures.

Level of Trust

Good leaders create a legacy of trust within their organization. I have written elsewhere on the numerous hallmarks of an organization with trust as opposed to one that has no trust. But is there a quick and dirty kind of litmus test for trust? Think about how you would know if an organization has high trust.

You can do extensive surveys on the climate or call in an expensive consultant to study every nook and cranny of the organization, but that is not necessary.

All you need to do is walk into a meeting that is going on and observe what you see for about 5 minutes. You can get a very accurate view of the level of trust in what Malcolm Gladwell calls a “thin slice” of a few minutes watching a group.

1. Overall Body Language

Look at how the people sit. Are they leaning back with arms crossed and rigid necks, or are they basically leaning either in or toward the other people next to them?

2. Facial Expressions

Observe the look on the faces of people in the meeting. Can you see pain and agony, like they do not want to be there but are forced to endure the agony till the boss adjourns?

3. Tone of Voice

Listen to how people address each other. Is there a biting sarcasm that seeks to gain personal advantage by making other people in the room look small or do the people show genuine respect and even affection for each other?

4. Respect for the Leader

See how individuals interact with the leader. Is it obvious that everyone is trying to help the leader or are they trying to trip her up or catch her in a mistake? Do the participants show a genuine respect for the leader?

5. Lack of Fear

Is there a willingness to speak up if there is something not sitting right – for anyone, or is there a cold atmosphere of fear where people know they will get clobbered if they contradict the leader?

6. High Initiative

If there is work to be done are there eager volunteers or does everyone sit quiet like non-bidders at an auction?

7. Attitude

Is the spirit of the meeting one of doom and gloom or is the group feeling like masters of their own fate, even when times are rough?

These are just seven signs you can observe in only a few minutes that will tell you the level of trust within the group. That trust level is an accurate reflection of the caliber of the leader.

I used to tell people that I could tell the climate of an organization within 30 seconds of watching a meeting. You can actually see it in the body language of the participants. Would you agree with this assessment?

Bob Whipple is CEO of Leadergrow Inc., a company dedicated to growing leaders. He speaks and conducts seminars on building trust in organizations. He can be reached at bwhipple@leadergrow.com or 585-392-7763.


The Benefits of a High Trust Environment

March 26, 2019

The advantages of working in a high trust environment are evident to everyone from the CEO to the shop floor, from suppliers to customers, and even the competition. Building and maintaining trust within any organization pays off with many benefits.

Here are 12 benefits of working in a high trust culture:

1. Problems are easier to solve – because the energy is on the real problem, and people are not afraid to suggest creative solutions.
2. Focus is on the mission – rather than interpersonal protection.
3. Efficient Communication – less need to “spin” information.
4. Less unrest – little need for damage control.
5. Passion for the work – that is obvious to customers.
6. A real environment – no need to play head games.
7. People respect each other – less bickering and wasting time.
8. Fewer distractions – things get done right the first time.
9. Leaders allowed to be human – can make a mistake and not get derailed.
10. Developing people – emphasis on being the best possible.
11. Reinforcement works better – because it is not perceived as manipulative.
12. People enjoy work – the atmosphere is light and sometimes even fun.

With advantages like these, it is not hard to figure out why high trust groups out perform low trust organizations dramatically. There have been many studies that indicate the leverage you get with a high trust group over a low trust one is at least three times. That is why it is common for groups to more than double productivity in less that a year if the leaders know how to build trust.

There are dozens of leadership behaviors that will develop higher trust. An example would be to do what you say (“walk your talk”). I believe the most powerful leadership behavior that will develop higher trust is to create a safe environment. My quote for this phenomenon is “The absence of fear is the incubator of trust.”

Creating a culture of low fear is not rocket science at all. Leaders simply need to make people understand that they will not be put down for sharing their opinions as long as it is done in an appropriate way and time. I call this action “reinforcing candor,” because the person needs to feel welcome to share a contrary view without fear. Leaders who can accomplish this kind of culture will have the advantages listed above.
Work to consistently build, maintain, and repair trust in your organization. I believe the leverage in doing so is the most significant path to greatness in any organization.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.TheTrust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 600 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


The Link Between Trust and Motivation

March 19, 2019

How many times a week do you hear leaders say, “We’ve got to motivate our people?” Those words and the actions they generate seldom lead to a sustained improvement in motivation. The above phrase is one of the most common phrases leaders or managers use every day. So what’s wrong with it?

Lack of Understanding

The phrase shows a lack of understanding about what motivation is and how it is achieved. Leaders make a mistake when they use perks to increase motivation by making people happier, like handing out free candy. They put a manipulative spin on the subject of motivation that backfires for several reasons:

1. Historical Research

The notion that improving things in the workplace will somehow make people more motivated is flawed. Over 50 years ago, Frederick Herzberg taught us that increasing the so-called “hygiene factors”  (read that more candy) is a good way to reduce dissatisfaction in the workplace, but a poor way to increase motivation.

Why? – because things like picnics, pizza parties, hat days, bonuses, new furniture, etc. often help people become happier, but they do little to impact the reason they are motivated to do their best work. That impetus comes from a different source.

2. Less is More

It is imagined that heaping nice things on top of people it will improve their attitude leading to higher motivation. The only lasting way to improve attitude is to build a better culture.

3. Bribery is not Motivation

It is difficult to motivate another person. You can scare a person into compliance, but that’s not motivation, it is fear. You can bribe a person into feeling happy, but that’s not motivation it is temporary euphoria that is quickly replaced by a “what have you done for me lately” mentality.

4. Motivation is a Personal Choice

Individuals will gladly accept any kind of freebie the boss is willing to grant, but the reason they go the extra mile is a personal choice based on the level of motivational factors, not the size of the goodie bag.

5. Focus on a Better Culture

Smart leaders focus on the culture first. They seek to build an environment of TRUST and improve the motivating factors, such as authority, reinforcement, growth, and responsibility. With these precursors, motivation within people will grow. It will be enhanced if some nice perks are added, but the perks alone do not create motivation.

Why do I make this distinction? I believe motivation comes from within each of us. As a manager or leader, I do not believe you or anyone else can motivate other people. What you can do is create a process or culture whereby employees will decide to become motivated to perform at peak levels.

6. Don’t use the Word Motivate as a Verb

How can you tell when a leader has the wrong attitude about motivation? A clear signal is when the word “motivate” is used as a verb – for example, “Let’s see if we can motivate the team by offering a bonus.” It is as if “motivate” is something a leader can “do to” the workers.

If you seek to change other people’s attitude about their relationship to work with goodies, you are going to be disappointed frequently. Using the word “motivation” as a noun usually shows a better understanding – “Let’s increase the motivation in our workforce by giving the team more responsibility to make its own decisions.”

What an Environment of TRUST Feels Like

The way to create the best environment for personal motivation to grow is to create a culture of TRUST and affection within the organization. Doing this helps people become motivated because:

• They feel a part of a winning team and do not want to let the team down. Being a winner is fun.

• They feel both intrinsic and extrinsic rewards when they are doing their best work.

• They appreciate their co-workers and seek ways to help them physically and emotionally.

• They understand the goals of the organization and are personally committed to help as much as they can in the pursuit of the goals because they know that when the organization does better, they do better personally.

• They truly enjoy the social interactions with people they work with. They feel that going to work is a little like going bowling, except the physical work is different. They are distributing computers instead of rolling a ball at wooden pins.

• They deeply respect their leaders and want them to be successful.

• They feel like they are part owners of the company and want it to succeed. By doing so, they bring success to themselves and their friends at work.

• They feel recognized for their many contributions and feel wonderful about that. If there is a picnic or a cash bonus, that is just the icing on the cake – not the cake itself.

An organization where all people are pursuing a common vision in an environment of trust has a sustainable competitive advantage due to high employee motivation. How do you achieve that kind of culture?

Tips to Achieve higher Trust

Building a culture of high trust requires that leaders stop trying to manipulate people and build a real environment. Excellent leaders create a solid framework of values, vision, mission, behaviors, and strategy.

The key to building trust is to allow people to point out seemingly incongruent behavior on the part of the leader without fear of reprisal. This requires leaders to suppress their ego needs to be right all the time and acknowledge their fallibility.

When people are reinforced for voicing their truth, even if it is uncomfortable for the boss, trust will grow. The quote I use to emphasize this is “The absence of fear is the incubator of trust.”

With this approach you have a powerful correcting force when people believe things aren’t right. If something is out of line, they will tell you, enabling modification before much damage is done. Now you have an environment where honest feelings are shared and there are no large trust issues. People in your organization will instinctively choose to become more motivated because they are working in the right kind of atmosphere.

Achieving a state where all people are fully engaged is a large undertaking. It requires tremendous focus and leadership to achieve. It cannot be something you do on Tuesday afternoons when you have special meetings, or by holding employee picnics. Consistently build higher trust by reinforcing people when they express themselves and you will experience higher and sustained motivation.

 

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust.  He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 600 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations.  For more information, or to bring Bob in to speak at your next event, contact him at www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


Successful Supervisor 21 – The Importance of Trust

April 8, 2017

In my seminars on trust, I always do an exercise that illustrates the pivotal importance of trust in any organization.

In this experiential exercise I split the group up into small discussion groups and give each group a different dimension to work on by answering the following question: for your dimension, can you contrast what it is like to try to accomplish it if you are working with a high trust group versus a low trust group?

I could think up dozens of dimensions to explore, but to keep the exercise bounded in terms of time, I use only nine dimensions with groups. Here is a list of the nine dimensions along with my comments on the contrast of trying to do them in a high versus low trust group.

1. Solving Problems

In organizations of high trust, problems are dealt with easily and efficiently. In low trust organizations, problems become huge obstacles as leaders work to unscramble the mess to find out who said what or who caused the problem to spiral out of control.

Often feelings are hurt or long term damage in relationships occurs. While problems exist in any environment, they take many times longer to resolve if there is low trust.

In addition, the creative ideas of people are more readily accessible to the group when people aren’t afraid to speak their minds.

Sometimes a lack of trust can cause small problems to bloom into first class disasters.

A good example of this progression is the Challenger Disaster in 1986. The Rogers Commission (1987) found that NASA’s organizational culture and decision making process were key contributing factors of the accident. Technicians who were aware of a problem did not feel it was safe to bring it up due to low trust levels.

2. Focused Energy

People in organizations with high trust do not need to be defensive. They focus energy on accomplishing the Vision and Mission of the organization. Their energy is directed toward the customer and against the competition.

In low trust organizations, people are myopic and waste energy due to infighting and politics. Their focus is on internal squabbles and destructive turf battles.

Bad blood between people creates a litany of issues that distract supervision from the pursuit of excellence. Instead, they play referee to a bunch of adult workers who often act like children.

Trust leads to constancy of purpose as well as focus. In Managing People is Like Herding Cats (1999), Warren Bennis wrote: “A recent study showed people would rather follow individuals they can count on, even when they disagree with their viewpoint, than people they agree with but who shift positions frequently. I cannot emphasize enough the significance of constancy and focus.” (p.85)

3. Efficient Communication

When trust is high, the communication process is efficient, as leaders freely share valuable insights about business conditions and strategy.

In low trust organizations, rumors and gossip zap around the organization like laser beams in a hall of mirrors. Before long, leaders are blinded with problems coming from every direction. Trying to control the rumors takes energy away from the mission and strategy.

High trust organizations rely on solid, believable communication, while the atmosphere in low trust groups is usually one of damage control and minimizing employee unrest.

Since people’s reality is what they believe rather than what is objectively happening, the need for damage control in low trust groups is often a huge burden. Not only is verbal communication enhanced by trust, all forms of communication including e-mail, body language, and listening are improved by trust.

In A Contrarian’s Guide to Leadership, Steven B. Sample (2002) discusses the concept of Artful Listening which enables a leader to “…see things through the eyes of his followers while at the same time seeing things from his own perspective” (p.22). He calls this skill “seeing double.” Sample stresses that Artful Listening is enabled by trust.

4. Retaining Customers

Workers in high trust organizations have a passion for their work that is obvious to customers. When trust is lacking, workers often display apathy toward the company that is transparent to customers.

Most of us have experienced this apathy while sitting in a restaurant where the service is poor. If there is a low trust environment, we feel an uncomfortable tension that discourages our future return to that establishment.

All it takes is the roll of eyes or some shoddy body language to send valuable customers looking for alternatives.

5. A “Real” Environment

People who work in high trust environments describe the atmosphere as being “real.” They are not playing games with one another in a futile attempt to outdo or embarrass the other person.

Rather, they are focused toward a common goal that permeates all activities. When something is real, people know it and respond positively.

When trust is high, people might not always like each other, but they have great respect for each other. That means, they work to support and reinforce the good deeds done by fellow workers rather than try to find sarcastic or belittling remarks to make about them.

The reduction of infighting creates hours of extra time spent achieving business results.

6. Saving Time and Reducing Costs

High trust organizations get things done more quickly because there are fewer distractions. There is no need to double check everything because people generally do things right.

In areas of low trust, there is a constant need to spin things to be acceptable and then to explain what the spin means. This takes time, which drives costs up.

In The Speed of Trust, Stephen M.R. Covey relates that when trust is low, organizations pay a kind of “tax.” This tax increases costs and reduces speed (Covey, 2006).

7. Perfection not Required

A culture of high trust relieves leaders from the need to be perfect. Where trust is high, people will understand the intent of a communication even if the words were phrased poorly.

In low trust groups, the leader must be perfect because people are poised to spring on every misstep or misstatement to prove the leader is not trustworthy. Without trust, speaking to groups of people is like walking on egg shells.

The irony is that leaders should be glad when people are vocal about apparent inconsistencies between actions and values. People will not do so unless the leader has created an environment of trust.

This phenomenon was described by Noel Tichy (1997) in The Cycle of Leadership as follows: “The truth is that the leader gets nailed to the wall for failing to live the values only if he or she has created an open and honest shop. More often, people simply become demoralized and ignore the values just as the leader does” (p. 43).

8. More Development and Growth

In low trust organizations, people stagnate because there is little emphasis placed on growth. All of the energy is spent jousting between individuals and groups.

High trust groups emphasize development, so there is a constant focus on personal and organizational growth, as described in Treat People Right (Edward Lawler, 2003).

 

9. Better Reinforcement

When trust is high, positive reinforcement works because it is sincere and well executed.

In low trust organizations, reinforcement is often considered phony, manipulative, or duplicitous, which lowers morale. Without trust, attempts to improve motivation through reinforcement programs often backfire.

The trick is to get people to want to do the right thing through reinforcement.

Ken Blanchard (2002) in Whale Done wrote “Instead of building dependency on others for a reward, you want people to do the right thing because they themselves enjoy it” (p. 56).

Once groups wrestle with these nine dimensions and contrast what it is like to operate as part of a high trust group versus a low trust one, they understand the immense impact that trust has on every aspect of how an organization operates.

Simply put, if you have high trust, all aspects of the organization work well, but with low trust, nothing works as expected.

Seek to build trust at every level all of the time. If trust becomes compromised for any reason, move swiftly to repair it (the subject of a future article).

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


Trading Off Long and Short Term

August 25, 2013

360 DegreeA conundrum for most leaders is the issue of long term versus short term results. Most western cultures reward executives based on the short term result. Eastern cultures tend to have a longer view of performance, but even there, patience for short term problems wears thin.

It is easy to say, “Well, you need to do both,” which is a kind of cop out statement. Of course both are needed. If you fail to do right by the long term there is no future for the entity, but if you fail in the short term, there may be no future for you.

Compensation plans for most senior leaders have tended to favor the short term focus. Ethical or legal problems crop up when the pressure for quarterly numbers becomes too great. There are hundreds of stories where companies have pulled material from inventory and called them “sales.” This is an example of an unethical behavior that ultimately causes a crash. Reason: When accounts are juggled in an effort to maximize the short term, the organization is already on a slippery slope. The difference has to be made up sometime, so the long term is in jeopardy.

When you recognize the temptation to “shade” earnings to look most favorable is like a drug, it is easy to see how large corporations get caught in a whirlpool that eventually pulls them under. The Sarbanes Oxley Act was one attempt to make it more difficult to cheat on short term results. In fact, SOX worked! It is more difficult to cheat, but it is also much more expensive to operate, and cheating is still possible. It simply requires more creativity. We should not depend on legislative band-aids to save our corporations.

There is ample evidence that doing business in an ethical manner with a balance of emphasis between long and short term goals is not only more comfortable, it is much more profitable. The Conscious Capitalism Movement is one example of how organizations are finding ways to become more secure, more profitable, and more ethical at the same time. By working to satisfy the needs of all stakeholders rather than just the shareholders, a kind of self-balancing situation arises that is clearly good for business both short term and long term.

John Mackey and Raj Sisodia wrote a book entitled Conscious Capitalism that has started an entire movement. They stress the balance of having all decisions work to satisfy all six stakeholders: 1) Stockholders, 2) Customers, 3) Employees, 4) Suppliers, 5) Community, and 6) Environment. Balancing the needs of all stakeholders gives a better chance at making rational decisions that balance the short and long term benefits to not only the corporation but to society as a whole.

The entire Conscious Capitalism model includes much more than just considering the six stakeholders in decision making. The full model includes:

1. Developing core values and a higher purpose
2. Instilling higher leadership
3. Integrating the needs of all stakeholders
4. Developing a conscious culture of management

The Conscious Capitalism Model is a great way to view business, and I recommend the book to any leader who feels habitually caught between the long term and short term decisions that drive them crazy. It is a very good read that makes a convincing case that doing things the right way from the start is not only less stressful, but far more profitable and sustainable.