Successful Supervisor 44 – Managing Change for Results

September 17, 2017

John F. Kennedy once said,

“Change is the law of life. And those who look only to the past or present are certain to miss the future.”

In any organization, change is a given, so every supervisor has a choice: she can either choose to endure the changes or she can learn to manage the changes in order to thrive.

This article is about the tools needed to manage change in a proactive and pragmatic way.

For the supervisor the challenge is to not only learn to manage change in her own mind but also teach the people who report to her how to deal with change.

Simply stated, there is no option to avoid change, but there are effective ways to deal with it. The following tips are things that I find helpful when teaching leaders to manage change.

1. Help people understand the need for change

The best way to describe this tip is the old “boiled frog” analogy. If you place a frog into boiling water, it will feel the heat immediately and jump out. But, if you put a frog into a pan of cool water and slowly heat it up, the frog will sit there and boil to death.

It becomes used to the heat and cannot feel the danger until it’s too late. Good supervisors make sure that people feel the “heat” early enough.

2. Communicate a compelling vision of the future

It is incumbent on the supervisor to not only let people know they will be better off once they reach the vision but that it is worth the effort to get there.

In other words, if the supervisor extols the benefits of the view that awaits from the top of Mount Everest, but fails to generate enough enthusiasm to make the arduous climb worth it, the vision is worthless.

I wrote in one of my books that

“Leaders are the artists who paint the vision of the future on the canvass of today’s paradigm.”

This means that not only must the image itself be compelling but the supervisor must paint a pathway to the future to make it real.

3. Build an environment of TRUST

Supervisors interact with many people and build trust-based relationships with each of them. Trust between people can be compared to a bank account, where actions consistent with shared values represent deposits and inconsistent actions represent withdrawals.

Every action, word, or decision between individuals either adds to or detracts from the balance. It is a very sensitive system that can be affected even by subconscious thoughts or small gestures.

Making small or medium deposits is easy, but large deposits are rare. I advocate a four-step plan to build trust with people that I call “reinforcing candor.”

a. Start by laying a firm foundation with your team. Identify the values of your group along with a clear vision, behavior expectations and strategic plan.

b. Encourage people to tell you any time they believe your actions are not congruent with your foundation.

c. Reinforce them every time they do it, no matter how challenging that is. Make them glad they told you about it.

d. Take appropriate corrective action or help people think through the apparent paradox.

4. Value diverse opinions

People closest to the work generally have the best solutions. Supervisors need to tap into the creative ideas of everyone in the organization to allow successful change initiatives.

This also allows people to “own” the change process rather than perceive it as a management “trick” to get more work for less money.

5. Ability to accept risk

No progress is made without some kind of risk. As a supervisor, you need to empower people so they feel free to try and not get squashed if they fail.

Tolerate setbacks along the road to success and don’t lose faith in the eventual outcome.

Try to manage the risk so the consequences are minor, if failure occurs. For example, have a back up plan in place for changes that involve risk.

6. Build a reinforcing culture

Many groups struggle in a kind of hell where people hate and try to undermine one another at every turn. They snipe at each other and “blow people in,” just to see them suffer or to get even for some perceived sin done to them. What an awful environment to live and work in, yet it is far too common.

Contrast this with a group that builds each other up and delights in each other’s successes. These groups have much more fun. They enjoy interfacing with their comrades at work. They are also about twice as productive!

You see them together outside work for social events and there are close family-type relationships in evidence. Hugging is spontaneous.

Let your reinforcement be joyous and spontaneous. Let people help you make it special. Reinforcement is the most powerful elixir available to a supervisor.

Don’t shy away from it because it’s difficult or you’ve made mistakes in the past; embrace it.

7. Integrate new methods into the culture

Document new procedures in a user friendly way; avoid long complex manuals that nobody has the time to read. Have a check list for new employees and make sure they understand the culture. Reinforce consistent behaviors.

8. Foster constancy of purpose

Effective change programs require constancy of purpose. Avoid the “flavor of the month.” Expect setbacks as part of the process and don’t jump ship to a new program when things get rough. Don’t call it a “program”. Instead refer to it as our culture.

9. Understand the psychology of change

If you think of change as a system, you can help people through the process more quickly. Recognize there will be times of confusion or anger, and use the energy to propel the process forward rather than slow it down.
I favor using the Kűbler-Ross Model of the five stages of grief to help teams move through the phases of dealing with change. The stages are:

1) Denial,

2) Anger,

3) Bargaining,

4) Depression, and

5) Acceptance.

I have found that using this model to explain why people are struggling at times with a change helps them move toward acceptance much faster.

Being a supervisor carries a mandate that you help manage the change process so improvements can be made without having the people become dysfunctional in the process.

It is your responsibility to accomplish change on a frequent basis. Using the nine tips above will make it possible for you to excel at this critical leadership skill.

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


Successful Supervisor Part 6 – Pulling Rank

December 26, 2016

Think back to when you were a child and you wanted to bend the rules. For example, maybe you wanted to eat a big ice cream cone an hour before dinner. You probably remember a parent saying “No, you can’t eat one now, you’ll spoil your appetite.”

Then, being a child who knew what he wanted, you would persist and start to whine. “Why is it important that I have a good appetite?” Back and forth you would go with your parent trying every kind of logic you could think of until finally the parent said some form of “You cannot do it because I said so. I am the parent and you are the child, so forget about it.”

Now think about how you felt about that logic. If you were like me, you probably went off muttering something like, “It’s not fair. Someday I’ll be the parent; then I can do what I want.”

Supervisors who pull rank in order to get people to do something are playing the parent-child game, and the employees can be heard muttering to their friends about it in the break rooms. The tactic can work to force a specific behavior or result, but the supervisor will pay dearly in the end.

Pulling rank on people almost always results in lower morale and lower performance with people, so why do so many supervisors use it? Let’s peel back this issue and dissect several things that have a bearing on this conundrum.

You might believe that supervisors have forgotten how it feels to be outranked, but that is not a valid reason because every supervisor has a boss and several others above that person. It is likely that she has the same feelings about some of the things she is ordered to do.

Pulling rank is about obtaining power through position. It is certainly possible to do, but there are definite negative side effects. When people are forced by rank to do something, it demeans them and robs them of their dignity, so they are instinctively vengeful.

When you pull rank to get people to do what you want done, it “feeds the hog.” Let me explain what the “hog” is. In the lumber industry, after they fell a tree and cut into usable boards, there is some scrap wood with bark still on it.

There are various outlets for this byproduct. One method is to use a giant wood chipper and feed the unusable boards into this so-called “hog” to make them into small chips that can be compressed for pellet fuel or used as mulch or to make paper products.

One sawmill supervisor was using a lot of command and control tactics with his shift workers in order to get them to perform. Since the boss had the higher rank, they were forced to comply, which they begrudgingly did.

But the minute the boss left the immediate area, the workers started feeding the good boards into the “hog.” By “feeding the hog,” these workers were getting their revenge on the supervisor in ways he could not easily detect.

Motivation to do the right thing is not enhanced by a command and control approach to people. Oh sure, you can force them to do what you say, but you will regret it later.

The better way is to inspire motivation inside the workers to do things the right way because they are convinced it is to their benefit to do so. They become intrinsically motivated to do what the supervisor wants to have done. We will discuss motivation in more depth in a future segment. For this article let me just list several ideas to create intrinsic motivation so that the supervisor doesn’t need to resort to pulling rank.

Create a culture of trust

This technique was discussed in a prior article. It works because with the right culture, the supervisor is not operating in a hostile atmosphere. People are willing to listen and to extend themselves because they are treated well.

Share a compelling vision

If people clearly see that they are better off doing what the supervisor is suggesting, then they would be foolish to resist. People understand that work is work, but they will willingly extend the needed effort if they see they will benefit by it personally or achieve an inspiring goal.

Articulate a common and aggressive goal

Goals can be burdensome or inspiring depending on how they are presented to people. Stretch goals are often better than mediocre goals, simply because they bring out a desire to reach and stretch. People often rise to incredible levels of performance if they are challenged by a leader they truly respect.

Build a sense of team spirit

People work better collectively when there is a spirit of love and good feelings between the individuals. When the boss tries to demand performance, it creates an instantly hostile environment. If some team spirit does develop in that environment, it will be the workers banding together against the boss. That leads to all forms of sabotage in order to “get even” with the supervisor. Smart supervisors understand that they are on the same team as the workers and build rapport with themselves included in the team spirit.

Reinforce right behavior

Sincere reinforcement done “the right way” is the best way to perpetuate good performance. When the supervisor has an attitude of trying to catch people doing good things so she can praise them, the atmosphere becomes less of a sweat shop and more of a congenial or cheerful workplace.

Advocate for people and their needs

If the supervisor becomes known as a person who will “go to bat” for the desires of her workers with higher up management, it displays that she is a strong advocate for their well being. That does not mean she always needs to take the side of the workers in every conversation, but at least people know she will do her best to argue their case in higher management discussions. That behavior breeds respect, and respect is the fuel required for an engaged workforce.

Study Emotional Intelligence

The ability to work well with people at all levels and read them accurately is an essential ingredient of good leadership at all levels. It shows most starkly at the supervisor position. If she is able to read the emotions of people, even before they verbalize them, then she will manage the daily situations for better outcomes rather than constantly putting out emotional fires. That is a huge advantage.

There are dozens of other things that can be done to allow a supervisor to obtain sustained excellent performance without having to resort to rank. The above list is a good starter kit that will allow any supervisor to do a fine job as she hones her craft, through experience, to become a master leader.

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


Playing Carnival Games at Work

August 1, 2016

Do you know leaders who solve problems daily? Of course; all leaders do this. Isn’t that the major function of leaders? When leaders solve problems, the organization performs better and employees get along better together.

Solving problems is critical to business success. Unfortunately, in many situations leaders spend all of their time solving problems and reacting to crises, so it becomes like the carnival game of “Whack-a-Mole”.

I believe the ideal day for a high caliber leader consists of making sure the entire organization is grounded with a set of values and behaviors that everyone agrees to follow.

The entire population knows their mission and has internalized the vision as to where they are going in the future.

They recognize there are a number of change cycles from where they are in order to achieve the vision, so they have developed a great strategy with tactics and measures to help them chart the path to success.

All of these things are part of the strategic process that is a prime responsibility for all leaders. Leaders should be spending the bulk of their time creating and reinforcing the strategic plan and creating the culture.

Unfortunately, there is a paradox in most organizations where the leader is served up a never-ending supply of problems to resolve. Let’s picture a leader named Alice.

She comes to work on a typical day with 2-3 problems left over from the previous night. Her calendar is jammed with meetings to report on the status of problems or work on emergency situations.

She “inherits” several new problems or crises every day. Sometimes the problems are waiting for her outside her door when she arrives in the morning. There are certain to be several new ones when she looks at her inbox.

She instinctively knows the organization could run a lot better, but there is simply no time to even work on a good strategic plan. So, poor Alice runs herself ragged and just keeps her head out of the water on most days.

She goes home exhausted, kicks the dog, and tries to clear out a few more issues online before going to bed.

I call this condition the “Executive Whack-A-Mole” syndrome, after the famous carnival game. Every time a mole comes out of one of the holes you whack it down, but there are others emerging all the time. You can never get them all down at the same time, and they keep coming up faster and faster.

This problem is not universal, but it is far too common in most organizations. There is a way out of the game, but it requires courage and vision. The way out is to invest time creating an improved culture and workflow within the organization.

Leaders need to see their prime role as creators of culture and systems, not just problem solvers. Developing an environment of higher trust is an investment that pays off many times over the cost. This shift in mindset has numerous advantages.

First, carving out time where the entire team can work on trust issues will result in less friction between people in the future. Since many of the “problems” have to do with people being unable to work together efficiently, this investment pays off in two ways.

1) Employees work better together with fewer problems, and

2) employee satisfaction improves, resulting in greater productivity.

Second, by focusing on teamwork, the leader emphasizes that all employees are capable of solving the inevitable business problems. The leader has many willing hands to lighten the load of problem solving in the future.

The employees feel good about having greater responsibility as well. They become empowered and trusted to handle many situations previously delegated upward to the leader.

Third, the tendency toward executive burnout is greatly reduced when there is time set aside to work on the culture. Getting out of the “rat race” every few weeks to think about what is happening is cathartic. People have the opportunity to vent and rebuild relationships in a “safe” atmosphere.

In some situations this is best handled with the help of an outside expert schooled in conflict resolution.

Having a facilitator is especially important if the leader is part of the problem. Working on the culture is usually expanded to include better strategic planning and vision definition. Now employees have a stronger stake in the future of the organization because they helped define it. This ownership means they will put forth more effort to make it a reality.

When working with executives, I nudge them to consider devoting 15-20% of their calendar time each quarter working to develop an improved culture of trust. That means scheduling their time and that of their team to get away from the office and do some systems and capability building looking at the bigger picture.

When I suggest this, most executives look at me as if I am from another planet. They will say something like, “You must be insane. We could not possibly carve out that much time to be away from the office. You obviously do not have a clue how busy I am.” I simply tell them to enjoy their “Whack-a-mole” game because, with their perspective, there is no way out of it.

In the time crunch on every executive, many believe it is impossible to invest as much as a full day every three or four weeks. They are too busy solving problems and crises.

However, those leaders who do carve out that much time, find the payoff is far greater than the investment. It leads to a stronger, more productive, and less problem-filled organization. It also leads to fewer health problems due to burnout.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of: Trust in Transition: Navigating Organizational Change, The Trust Factor: Advanced Leadership for Professionals, Understanding E-Body Language: Building Trust Online, Leading with Trust is Like Sailing Downwind, and Trust in Transition: Navigating Organizational Change.

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

 


End Manager and Worker Misalignment

May 21, 2016

Between my own consulting and online teaching of MBA students all over the world, I have been fortunate to study the cultures of literally thousands of organizations: large and small, profit and not for profit, government, and NGOs.

Once I get past the window dressing of how these organizations wish to appear to the outside world, I find some hurtful things that are common. One of the most frequent problems is a kind of “we versus they” thinking between the management levels and the workers. This article examines why this symptom is so common and suggests eight ways to mitigate the problem.

The fundamental cause of what I call the “two sides mentality” is a lack of true alignment. Most organizations have invested big bucks into developing a “strategy,” which includes things like Values, Vision, Mission, Purpose, Key Result Areas, Tactics, and Measures. These essential elements are usually developed by small teams of managers who cloister themselves away in a hotel or something for a few days to bang out the strategy.

Then, as the ink is drying on the pages, the discussion turns to how this brilliant plan is going to be communicated to the mass of workers in order to get “buy in” from the people “in the trenches.” Eventually there is a “roll out” of the information which inevitably is communicated BY the managers TO the workers. Notice the hackneyed expressions I used above are the actual words that are used, even today in the real world – amazing! If you listen, you will hear them.

The presentation is given to half-asleep people who are sitting in neat rows trying not to yawn. The data dump is followed by a few polite questions, and then everybody files out of the conference room and goes to lunch. The managers meet in their own dining space and congratulate themselves on clarifying the strategy and getting buy-in from the workers.

In reality, what happened is that the managers illustrated, once again, that they are clueless about how the culture is created by their actions, not their words. Their attempt to get everybody “on the same page” only served to drive the wedge between the management team and the people doing the work deeper. How is it possible for managers to miss the reality that they are doing the same thing hoping for a different result?

The fact that some organizations actually do achieve true alignment of purpose throughout the organization (my personal estimate is less than 20% do) gives me hope that not only is it possible, but with excellent leadership it is easier and faster than the conventional route. Organizations that achieve true alignment always blow away groups that have fractured perspectives.

In their book “Triple Crown Leadership: Building Excellent, Ethical, and Enduring Organizations,” Bob and Gregg Vanourek have a whole chapter on alignment. It is an excellent model. One key point they make is that the elements of the strategy need to be developed collaboratively. Great leaders know that for people to truly embrace a concept, they must put their fingerprints on it while it is being developed. The authors write about how the alignment is a kind of cascade rather than a lay on. The principles and information are generated organically and developed carefully by the whole team over time.

The collaborative process allows all people in the organization to feel true ownership of the plan, which becomes the foundation for alignment. It is alignment that erases the feeling of one side versus the other, because we all understand what we are trying to do and are pulling in the same direction. So how can leaders create this kind of culture? Here are eight ideas that can help any organization reduce the “we versus they” thinking and thereby obtain the full energy that is latent in the entire team.

1. Leaders need to listen more

In the urgency to survive and the reality of a flat world, it is a real challenge to make the effort and take the time to engage people at all levels about the future direction. Of primary importance, it is necessary to agree upon a set of values that the entire team not only adopts but pledges 100% to live by, even when it is difficult. It is not enough to simply state the values. For true alignment, all of the values must be demonstrated by all people all the time.

Clarifying a compelling vision of the future is equally vital. If every person in the organization feels that he or she is going to be much better off once the vision is achieved, you have a powerful force multiplier for alignment.

2. Involve everyone in identifying the direction

As ideas are put forth, look for common themes and keep working the information into a model where each person feels ownership. Once people realize they are actually part of the generation process, they will be much more inclined to embrace the final product. When one part of the strategy seems impossible, don’t discard it. Rather, examine the blockage and get creative with a way to accomplish it anyway in an ethical, values-based way.

3. Don’t say things you cannot do

So often I see a values plaque in the lobby of a company indicating “People are our most important asset,” only to find the managers in the back conference room trying to figure out details of the impending downsizing. Once a stated value reveals managerial hypocrisy, it does more harm than good to put it on the plaque. It fosters a “They say it, but they don’t mean it” mentality that enables “us versus them” and works against the alignment.

4. Don’t “Roll Out” the “Program”

I have found that having a big roll out program is often the kiss of death. Employees smell a lay-on coming a mile away, and they will go to the meeting with earplugs firmly inserted. A roll out meeting may allow managers to check the box called “communicate” but it does little to build alignment. Instead of the big fanfare, share the information at small family groups with good opportunity for dialog, and indicate this was derived by all of us. Stress that the information on the strategy is how we intend to conduct ourselves from now on. Repeat that information at every possible point and illustrate it when decisions are based on it. For example, a manager might say, “We have recommended this vendor as the supplier for our parts because their demonstrated integrity matches our own value of integrity.”

5. Be willing to admit mistakes

In changing a culture, there will be small, or sometimes big, mistakes made along the way. The world is a messy place, and it is impossible to reach perfection. But, as Vince Lombardi once said, “If we chase perfection we can catch excellence.” When managers are willing to admit they made a mistake along the way, it demonstrates to people they are sincere about the culture change. Also when managers admit their vulnerability and do not punish people for pointing out apparent inconsistencies, it builds higher trust because it reduces fear in the workplace. Lower fear means less opportunity for “we versus they” thinking.

6. Build and value trust

Trust becomes the glue that holds the whole organization together in good times and in difficult times. The culture of any organization is a reflection of the behaviors of the senior leaders more than any other single factor. If the culture is split so the workers do not trust management, then every initiative, strategy, and outcome will be compromised. Leaders need to understand and step up to this incredible challenge. True alignment requires the attention and effort of everyone on the team, but the leaders set the tone and model the way.

7. Don’t get derailed by short term thinking

The daily and monthly pressures of any business will test the resolve of the team. In his program “Life is a Journey,” Brian Tracy points out that “obstacles are not put there to obstruct but to instruct.” The whole team needs to learn from the challenges and focus on the long term vision to navigate the speed bumps with grace. The very reason for having a strategy in the first place is to focus energy on the big picture when the vicissitudes of the real world try to blow us off course.

8. Celebrate the small wins as well as the big ones

The atmosphere can be moved from surviving an oppressive string of burdensome crosses to bear to one of hitting the tops of the waves as we water ski to victory. The trick is to recognize and appreciate all of the good things that are going on. Teach people that the reinforcement should come from all levels, not just the managers. Once the workers start practicing reinforcement of others, magic things begin to happen.

There are numerous other ideas and helpful tips that can add to the success of the team. The main point of this article is that it is possible to create real alignment where everyone in the organization is truly excited about what is being accomplished, and that culture eliminates the “we versus they” mentality between workers and managers. I wish more organizations could experience the fantastic boost to performance and the true joy of working in such an environment. It all rests on the quality of leaders to create that kind of culture.

Bob Whipple is CEO of Leadergrow, Inc. an organization dedicated to growing leaders. He can be reached at bwhipple@leadergrow.com 585-392-7763. Website http://www.leadergrow.com BLOG http://www.thetrustambassador.com He is author of the following books: The Trust Factor: Advanced Leadership for Professionals, Understanding E-Body Language: Building Trust Online, Leading with Trust is Like Sailing Downwind, and Trust in Transition: Navigating Organizational Change.


Trust and Focus

July 25, 2015

VisionI claim to be able to accurately determine the level of trust in a group by just observing the interactions of people in the group for about 10-30 seconds. It is not hard at all. You just have to pay attention to what people are saying.

If you observe a team, and people are talking about the vision they are trying to accomplish or the new product they are launching, then you are likely observing a high trust group. That is because their focus is outward on what they are trying to accomplish.

Instead, if you observe people at work and they are talking about each other, usually in negative or defensive terms, chances are good that team is a low trust group.

If people are myopic and focus their energy inward defensively rather than outward with a positive attitude, it shows a lack of interpersonal trust.

Let’s take the exact same condition going on within a manufacturing unit and evesdrop on a short break room conversation:

Low Trust Group – No wonder we are falling behind, Fred and Margaret are more interested in their love affair than in doing their part of the work. We will never get there if they don’t pull their load, but management is so clueless they don’t see the problem.

High Trust Group – I think we are going to make the aggressive target for customer service this month. This will make three months in a row we have met their needs. Even though Fred and Margaret get starry-eyed sometimes, they are making a good contribution to production.

You don’t need to be a PhD to accurately identify the level of trust in a group. Simply pay attention to the words being used on a daily basis. It is a dead giveaway that can be applied very quickly. You will find it to be remarkably accurate.

Exercise for you: Try keeping track for a day by making hash marks on a 3X5 inch card. When you hear constructive comments about satisfying customers or pursuing the vision, put a mark on the right side of the card.

If you hear griping conversations about the other team members slacking off, or managers messing up, put the mark on the left side. At the end of the day, simply count up the marks, and you will have a good approximation of the trust level in that area.

It is not just the words but also the body language that shows the attitudes of people toward their fellow workers. It is very easy to detect supportive and positive feelings and even easier to see hatred or lack of care.

People working together day to day project their level of interpersonal comfort and trust, but most people ignore the signal. Now that you know the secret, pay attention to what people are saying and you will have better insights.


 

The preceding was derived from an episode in “Building Trust,” a 30 part video series by Bob Whipple “The Trust Ambassador.” To view three short (3 minutes each) examples at no cost go to http://www.avanoo.com/first3/517


Write Them Down

May 16, 2015

Writing businessmanAs I visit companies of all types and sizes, I am intrigued with the number of organizations that have not committed their strategy into written form. I ask if they have values, and often they start talking about honesty, integrity, customer focus, or employee satisfaction. I get some vague statements about ethics thrown in for good measure.

Then I ask where the values are written. Sometimes the leader can pull a dusty old paper out of a drawer where the items vaguely resemble what I was just told.

More often I am told the values are posted in the conference room and the break room. I go and look, and there is indeed a slightly-torn or smudged paper on the bulletin board.

If I ask the employees about them, they tell me “Oh yes, we have the values posted, but “they” do not follow them.” If the values are posted but not followed, they do more harm than good, because they serve as a reminder of the hypocrisy.

There are several organizations where the words are in the minds of the executives but not even written on paper, let alone implanted in the hearts of the employees where they can do some good.

The three simple rules with values are 1) write them down, 2) talk about them every possible chance, and 3) follow them. If you are missing any of these three steps, then you are forfeiting most of the power of having values in the first place.

The exact same discussion applies to the vision of an organization. If the vision is not committed to writing and included in discussions with employees, it loses its power to direct the daily activities of the population to move toward the future with confidence.

These two things are most important to write down, but I believe the entire strategy should be committed to written form. That would include the following things at a minimum: vision, mission, values, behaviors, strategies, tactics, and measures.

Many organizations make a production out of generating the strategy that the resulting tome is way too heavy for the employees to lift, let alone read and understand.

I usually reduce the entire strategic framework to a single sheet of paper. On the front side we have the vision, mission, values and behaviors.

On the reverse side there is neat array of the top 4-6 strategies (too many strategies defeats the purpose of focusing effort) along with a few major tactics for each strategy and precisely what measure we intend to use to track our progress for each tactic. I like to laminate the document as a way to indicate legitimacy.

Usually the entire process of developing the single sheet framework takes from 8-16 hours of interface time with a management team. That is enough time to engage everyone in the process and far less that the burdensome six to 18 month process that creates open hatred for the process among the staff.

If you drive an efficient and high energy process to create the strategy for your organization and commit the resulting framework to paper then you have a much higher chance of being a successful organization.


Focus on Trust Level

March 28, 2015

VisionI claim to be able to accurately determine the level of trust in a group by just observing the interactions of people in the group for about 10-30 seconds. It is not hard at all. You just have to pay attention to what people are saying.

If you observe a team, and people are talking about the vision they are trying to accomplish or the new product they are launching, then you are likely observing a high trust group. That is because their focus is outward on what they are trying to accomplish.

Instead, if you observe people at work and they are talking about each other, usually in negative or defensive terms, chances are good that team is a low trust group. If people are myopic and focus their energy inward defensively rather than outward with a positive attitude, it shows a lack of interpersonal trust.

Let’s take the exact same condition going on within a manufacturing unit and evesdrop on a short break room conversation:

Low Trust Group – No wonder we are falling behind, Fred and Margaret are more interested in their love affair than in doing their part of the work. We will never get there if they don’t pull their load, but management is so clueless they don’t see the problem.

High Trust Group – I think we are going to make the aggressive target for customer service this month. This will make three months in a row we have met their needs. Even though Fred and Margaret get starry-eyed sometimes, they are making a good contribution to production.

You don’t need to be a PhD to accurately identify the level of trust in a group. Simply pay attention to the words being used on a daily basis. It is a dead giveaway that can be applied very quickly. You will find it to be remarkably accurate.

Try keeping track for a day by making hash marks on a 3X5 inch card. When you hear constructive comments about satisfying customers or pursuing the vision, put a mark on the right side of the card.

If you hear griping conversations about the other team members slacking off, or managers messing up, put the mark on the left side.

At the end of the day, simply count up the marks, and you will have a good approximation of the trust level in that area.

It is not just the words but also the body language that shows the attitudes of people toward their fellow workers. It is very easy to detect supportive and positive feelings and even easier to see hatred or lack of care.

People working together day to day project their level of interpersonal comfort and trust, but most people ignore the signal. Now that you know the secret, pay attention to what people are saying and you will have better insights.