DISCOMFORT AND DISCOURTESY

“The challenge of leadership is to be strong, but not rude; be kind, but not weak; be bold, but not bully; be thoughtful, but not lazy; be humble, but not timid; be proud, but not arrogant; have humor, but without folly.”

- Jim Rohn

“Never be bullied into silence. Never allow yourself to be made a victim. Accept no one's definition of your life, but define yourself.” -Harvey S. Firestone

No organizational Leader will deny the omnipresent pressure to perform and produce demonstrable results. Regardless of whether I am speaking with for profit or nonprofit Leaders, I often hear common variations on the old cliche' "you're only as good as your last victory." Financial targets, including fundraising and budgets, may lead as the obvious sources, but public perception, growth, and market competition contribute to the array of factors driving Leaders to seek ever better personal and organizational performance.

Historically, there are two basic models of sustainable performance and growth. One variation is built upon personal integrity, leading to strong interpersonal trust among colleagues, and a shared commitment to long-term objectives, respect for human capital, and an integrated approach to how the organization fits into the larger community. The second variation is built upon personal ego, leading to weak interpersonal trust, and a fractured commitment within the management ranks to short-term results and professional survival. This second culture is characterized further by burn-out, turnover among mid-level and senior-level Leaders, further weakening day-to-day trust and commitment within the hourly ranks of the organization.

A colleague of mine told me of a corporate CEO in the health care field who absolutely refused to set an out-of-office message on his voicemail or email. During the engagement, my colleague inquired of the CEO's direct reports about the anomaly which she had discovered when she knew the CEO was away on a Mediterranean cruise and couldn't possibly have been in the office. The Senior Leadership revealed that it was the CEO's practice to appear always "on duty" and that on more than one occasion he had expressed that it was his opinion that every member of the company's management should always be available to engage in work activities.

My colleague further analyzed the effect this practice had upon the organization. Because the message being telegraphed well beyond the executive suite was that work always took priority over personal matters, mid-level managers remained on-edge, since no evening, no weekend, no week of vacation truly every allowed for renewal and refreshment. The human dimension was negatively impacted at every level of the organization. Years later, when the health care concern succumbed to a merger following a sharp decrease in its market capitalization, my colleague wondered to herself what effect the Skinner Box culture had on its downfall.

As Stephen M.R. Covey illustrated in "The Speed of Trust", there is a high cost to an organization, a community, a church or a family when an environment of low trust is allowed to fester. And, yet, low trust organizations continue to exist, seeking to exact profit, growth, and productivity from every other possible source except strengthening the culture of interpersonal trust.


TODAY'S QUESTION: Are you exercising firm and balanced leadership to achieve long-term trust and performance, or has your management style devolved into brash bullying bent on achieving short-term gains at all costs?

SEEK THE OVERLOOKED

"Thinking is the hardest work there is, which is probably the reason why so few engage in it."  --Henry Ford

"Everything should be made as simple as possible, but not simpler."  --Albert Einstein

The outcome was clear: investigate, analyze and document the cause of the disrupted sales volume for the Board of Directors of this historically successful organization.

I began where I generally begin...walking around, listening, observing, open to opportunities to chat. Frankly, my approach causes consternation among middle management, who assume that I will lend my ear and stamp with credence every corporate crank who has an axe to grind against the organization.  The well-meaning human resource folks fret that I'll offend someone, disrupt the precipitous workplace harmony, or stir discord amongst the rank and file.  The employees know I'm on site, whether formally or through the grapevine.

Fear not! While open to all comers, my process is designed to cull and filter the substance from the strange and irrelevant. But initially one knows not what is relevant, as seemingly random and disjointed observations and phrases are often the signposts to the heart of the matter.

Yes, I was prepared that morning for the usual parade of cranks (employees who gripe about every aspect of the organization) and entertainers (employees and managers sent to sell me on the saintly nature of the organization). Every organization has them, much as every organization has an address, so I don't build my research upon the cranks' and entertainers' musings.

The copy machine...the coffee pot...the lunch room...the mail room...now THAT'S where the real dialogue begins to take place. Takes time to build trust. The substantive discussions begin with simple polite openings and simple open-ended questions. A few notes, no names recorded, only generic positions for reference.

• Some of the most reliable employees to begin are in the mail room, the porter and the receptionist--they provide a framework of Who's Who in the organization.
• The valued individual I seek is the "organizational historian", that employee who has been employed there for decades, and is able to provide anecdotal pathways through organizational culture shifts, economic cycles, and senior management turnover.
• My formal scheduled interviews with key senior managers were certainly framed by their knowledge that their Board had engaged me, but my objectivity and good-naturedness served to alleviate most concerns early in our discussions.

Once filtered to remove bias, much insightful data was collected and analyzed. I am cautious to canvas a broad spectrum of the organization before I draw initial conclusions, so as to reduce the myopic tendency to "find exactly what I thought I'd find."  The objective is always to aid the organization toward self-examination and improvement, not to simply write a neat report. As we will explore in subsequent installments, I unearthed some fascinating structural and cultural factors during this research.

TODAY'S QUESTION:  Do YOU have the courage to take YOUR organization down the path of self-examination to remove the impediments to progress and unleash next-generational growth?

THE JOURNEY OF ORGANIZATIONAL SELF-EXAMINATION

"Motivation is everything. You can do the work of two people, but you can't be two people. Instead, you have to inspire the next guy down the line and get him to inspire his people." — Lee Iacocca


“A great leader needs to love and respect people, and he needs to be comfortable with himself and with the world. He also needs to be able to forgive himself and others. In other words, a leader needs grace.”  — Leo Hindery Jr.

 
I was recently reminded of an engagement I undertook several years ago at the behest of a Board of Directors of a successful organization that had then recently begun to experience declining sales volume. Though revenue and capitalization portrayed a public face of continued market dominance, internally the Directors suspected that the rivets would soon loosen, exposing an otherwise weakened hull.
 
The Directors expressed concerns about strengthened competitors in the marketplace; potential customer service weakness; a mismanaged sales force driven only by incentives; suspected failure to adequately update the product offering; and marketing and advertising miscues. After respectfully listening to their description of the situation, taking notes where appropriate, I was asked if I'd accept the task of investigating, analyzing and documenting the cause of the disrupted sales volume?
 
I responded with the one litmus test I apply to all situations no matter whether I'm coaching an individual on a spiritual journey or coaching a commercial enterprise to achieve market dominance: "Will I be afforded unrestrained access and opportunity to go anywhere in the company, speak to anyone in the company, and assimilate my findings no matter how difficult it may be to receive my message?"
 
Understandably this well-bred, well-educated team of business leaders drew back for a moment, even asking me to leave the room for a few minutes while they discussed the matter of my stipulation. But, upon discussing the relative importance of turning the proverbial ship around, and in light of my reputation for tact and even-handedness, I was invited back into the room to proceed with our mutual discussion.
 
I approach every relationship that I'm invited into by my Friends (my clients) as if we've entered Lent. Much as Lent occurs every year, and is much-needed by sinners such as me each and every year, so, too, do organizations of every size and industry require periodic self-examination, lest they become too confident in their own self-directed path to extinction.
 
We will continue to discuss journey on which this particular engagement led me, the Directors, and their organization, for there were many a-ha moments that have provided many learning experiences for them and me henceforth.
 
TODAY'S QUESTION:  Are you committed to the recurring personal, professional and organizational Lenten journey required to reach your, your employees', your stakeholders', and your audience's full potential?

FAMILY FOUNDATIONS BUILD UPON THE BEDROCK OF FAITH

One of the symptoms of an approaching nervous breakdown is the belief that one's work is terribly important. ~Bertrand Russell

To us, family means putting your arms around each other and being there. ~Barbara Bush



It's been an ironic paradox that the more I have been sought by my Friends, my clients, while continuing to maintain my Family balance and Faith as my core Principles, the less time I have devoted to writing. I jokingly remind myself that there will be time enough for writing when clients cease to engage me.

Reflecting back upon my last article nearly five months ago--and smiling at the mutually-profitable connections I have made with new Friends as a result--I find myself today once again applying those same timeless lessons to myself amidst a Family situation many of us have faced.

...Last evening, following a day focused upon a thoroughly-fulfilling Process Improvement engagement for a corporate client, I arrived home with just enough time to eat Supper and chat with my beautiful Bride before we were to depart for Mass. After Mass, I would have attended a Commission meeting before heading back home for the night.

God had a different plan for me and my Family the moment our six-year-old Daughter called us from upstairs following the sudden onset of a stomach bug. Details can be spared, but needless to say we embraced and comforted our tear-stricken Daughter, then set to sharing duties as my Bride attended to the bath and I to the carpet cleaning.

Without hesitation, I sent word soon after that I would not be in attendance at my meeting, and recognizing that the following day would not avail our daughter of school attendance, I cancelled my schedule for the following day to be exactly where I needed to be. My Bride made necessary phone calls to notify school, teacher, etc. of our Daughter's impending absence, and arranged to take the second day off if necessary.

Yes, we three were awakened several times throughout the overnight...changing bedding, washing up, comforting our Patient. Today I have laundered much bedding, bath linen, and clothing--not quite the project and meetings in which I had engaged the prior day. But today I have persevered and smiled as our Daughter, between uncharacteristic naps, has optimistically and whimsically declared war on the germs that have derailed her.

I am exactly where God, my Bride, and our Daughter need me to be today. We only have today, as there are no promises of tomorrow. In my business, I strive to always stay within the client's budget; to exceed expectations; to execute the deliverables ahead of schedule--BUT above all, I make no apologies for having built my Family's foundation upon the bedrock of our Faith. I am accountable to God today and at my final hour as I stand before Him at Judgment to faithfully recount my Stewardship of his Entrustment to me.

...Yes, I conduct my business with that very same level of Integrity. Tomorrow I will be serving my Friends again in one-on-one and group sessions to achieve their outcomes, but ever at my core will be my Principles of which I have been most fully reminded this day. Thank You, Lord, for a Life: Fully Lived!

TODAY'S QUESTION:  Do we recognize God's Will for us in Life's "interruptions" and "inconveniences"?