Tag Archives: communication

Challenging the Status Quo

“Group and organizational dynamics tend to pull organizations toward average or below average performance.  Psychological inertia tends to make innovation unlikely.”

“The status quo tends to defeat meaningful change because people are constrained by their basic nature and the “rules” of the environment they work in – Said another way, people don’t like change because it upsets their world and causes chaos.  Every system strives hard to maintain itself and resist change.”

[Chaun Mikuleza]

This past week I was in Milwaukee for a series of senior leadership meetings.  A key topic of our meetings was around the continued transformation of the business to one that can operate as a “fast and agile company”.  This week’s quotes are from a presentation one of my colleagues gave in those meetings around the importance of developing a “culture of change”.  They struck me as worth sharing with you, as I have always embraced the concept of change.

Change is never an easy thing.  And yes, there must be a balance to how much change you push.  But in truth, change is necessary.  Innovation cannot occur without change…without challenging the status quo.  Without it, organizations are doomed to gravitate toward mediocrity.

I can recall past resistance to change in many of the organizations I’ve worked for and with – be it technology, new processes, or simply changes to the organizational structure.  “Stop changing things and let us catch our breath”, and “why would we need to do that…we already have a good process” were two of the many responses I recall.  But looking back, there is no question those changes were beneficial to those organizations.

If an organization is to truly become a market leader in its industry, it must evolve.  It must change.  And it must create a “culture of change.”

Be Part of the Solution

“Why is it that every time a smart person needs help to solve a problem, they look everywhere except their own mind?”

[Quote from a 1957 Manpower operating manual]

This is a particularly telling quote one of my colleagues at ManpowerGroup found and highlighted to me last week.  It’s a particularly telling quote, as it really highlights the responsibility we all have as team members and leaders to contribute to the solution, not the problem.  Note the timeless nature of the quote – from an operations manual back in 1957!

This reminds me of a funny story one of my former colleagues told me that is worth repeating.  He was telling me about a boss he once had [we’ll call her Suzy to protect the innocent] who drove home the message of leadership and responsibility, particularly around offering potential solutions to problems and not relying on others to solve those problems.  The story goes like this:

“I remember when I first started working for Suzy.  The first time I had an issue arise, I called Suzy and said, ‘Suzy, I have this problem, what should I do?’ Suzy then responded, ‘well, what options have you considered?’  ‘None’, I said, ‘that’s why I called you.’  To which Suzy offered two or three solutions.

The next time I brought a problem to Suzy I got the same thing.  ‘Well, what options have you considered?’, said Suzy.  ‘None’, I said again, ‘that’s why I called you.’  To which Suzy sighed and again offered a few solutions.

The third time I brought a problem to Suzy, she again asked, ‘Well, what options have you considered?’, to which I again replied, ‘none, that’s why I called you.’  The phone immediately went dead.  So I called Suzy back and said, ‘we must have been cut off.’  ‘No’, Suzy replied.  ‘I hung up on you’.  ‘Why?’, I asked.  ‘Well, if you aren’t going to bring some options to solve the issues you raise, I don’t need you as a leader.’”.

A bit of a harsh lesson, to be fair.  But the story does highlight an important point.  Leadership isn’t about always having the right answer, but it is about taking the time to explore potential answers and not just highlight problems.

Every day you will be faced with challenges.  Your job in supporting your customers inherently requires you to face such challenges and issues on almost a daily basis.  So ask yourself this simple question – Are you acting as a leader and part of the solution, or looking to everyone else for the answer?

Managing by Objective

“It is direction that determines destination, not intention”

[Andy Andrews]

Since we are at the beginning of the calendar year, and for many organizations, the beginning of their fiscal year, I thought I would focus on the importance of organizational vision, alignment and a plan to win as this posting’s leadership message.

One of the cultural leadership traits I have always tried to develop in organizations I manage is the concept of “Manage By Objective.”  This cultural principle essentially highlights the importance of knowing your destination, developing a plan to get there, and creating the focus that ensures you reach those objectives.

But as this week’s leadership quote notes, “it is direction that determines the destination, not intention.”  In order to achieve that destination, you must ensure the proper direction and have the right focus to ensure continued to progress toward that destination.

Most organizations have not figured this out.  Surprisingly, many slumber along thinking that the same old approach will work year in and year out.  They think to themselves, “as long as we keep doing what we do the future will happen as it should”.  They don’t have a plan.  And when they do, its ill-conceived and much more aspirational than practical.

For an organization to succeed, it must build a culture of direction.  It must be aligned.  It must know where it is going, and it must have a plan to get there.  And I’m not talking about a financial plan, I’m talking about a plan that lays out very specifically what the key objectives and priorities are, and what will constitute success.

How do you lead your organization?  Have you created a vision, a strategy, and a plan of how to get there?  Or do you simply hope that through motivation and encouragement the organization will somehow find its way?

Jobs’ Seven Rules of Success

For this week’s Leadership Thought, I thought we might pay tribute to one of the world’s greatest innovators, Steve Jobs.  With his recent passing, much has been said and written about the power of his leadership and his relentless focus on innovation.  The following article from Carmine Gallo provides a great summary of what he calls Steve Jobs‘ seven rules of success.  It’s worth a read:

STEVE JOBS AND THE SEVEN RULES OF SUCCESS, BY CARMINE GALLO | October 14, 2011

Steve Jobs’ impact on your life cannot be overestimated. His innovations have likely touched nearly every aspect — computers, movies, music and mobile. As a communications coach, I learned from Jobs that a presentation can, indeed, inspire. For entrepreneurs, Jobs’ greatest legacy is the set of principles that drove his success.

Over the years, I’ve become a student of sorts of Jobs’ career and life. Here’s my take on the rules and values underpinning his success. Any of us can adopt them to unleash our “inner Steve Jobs.”

  1. Do what you love. Jobs once said, “People with passion can change the world for the better.” Asked about the advice he would offer would-be entrepreneurs, he said, “I’d get a job as a busboy or something until I figured out what I was really passionate about.” That’s how much it meant to him. Passion is everything.
  2. Put a dent in the universe. Jobs believed in the power of vision. He once asked then-Pepsi President, John Sculley, “Do you want to spend your life selling sugar water or do you want to change the world?” Don’t lose sight of the big vision.
  3. Make connections. Jobs once said creativity is connecting things. He meant that people with a broad set of life experiences can often see things that others miss. He took calligraphy classes that didn’t have any practical use in his life — until he built the Macintosh. Jobs traveled to India and Asia. He studied design and hospitality. Don’t live in a bubble. Connect ideas from different fields.
  4. Say no to 1,000 things. Jobs was as proud of what Apple chose not to do as he was of what Apple did. When he returned to Apple in 1997, he took a company with 350 products and reduced them to 10 products in a two-year period. Why? So he could put the “A-Team” on each product. What are you saying “no” to?  
  5. Create insanely different experiences. Jobs also sought innovation in the customer-service experience. When he first came up with the concept for the Apple Stores, he said they would be different because instead of just moving boxes, the stores would enrich lives. Everything about the experience you have when you walk into an Apple store is intended to enrich your life and to create an emotional connection between you and the Apple brand. What are you doing to enrich the lives of your customers?
  6. Master the message. You can have the greatest idea in the world, but if you can’t communicate your ideas, it doesn’t matter. Jobs was the world’s greatest corporate storyteller. Instead of simply delivering a presentation like most people do, he informed, he educated, he inspired and he entertained, all in one presentation.
  7. Sell dreams, not products. Jobs captured our imagination because he really understood his customer. He knew that tablets would not capture our imaginations if they were too complicated. The result? One button on the front of an iPad. It’s so simple, a 2-year-old can use it. Your customers don’t care about your product. They care about themselves, their hopes, their ambitions. Jobs taught us that if you help your customers reach their dreams, you’ll win them over.

There’s one story that I think sums up Jobs’ career at Apple. An executive who had the job of reinventing the Disney Store once called up Jobs and asked for advice. His counsel? Dream bigger. I think that’s the best advice he could leave us with. See genius in your craziness, believe in yourself, believe in your vision, and be constantly prepared to defend those ideas.

Change Your World

“Change your words, change your world.” – [Story of a Sign by Alonso Alvarez Barreda]

One of my fellow colleagues in Europe sent this YouTube video to me recently, and I thought it worth featuring in my leadership message. This is one of the more powerful messages I have ever seen put to video. Crisp, clear…kind of slaps you in the face. If you have not already seen this video, it is worth a watch.

Here’s the URL:

It’s interesting how often I get pulled in to resolve a situation that boils down to one simple issue – the message. Perhaps we ought to spend a little less time thinking about WHAT we are going to communicate, and a little more around HOW we are going to communicate it. Food for thought.

Communication is Critical

“The less people know, the more they yell”    [Seth Godin]

On many occasions, I have referenced quotes on communication as part of my Leadership Thought.  The reason is that communication is so vital to success in business – to culture, to attitude, and to perception (including that of the customer).  This week’s quote helps drive that point home.

To highlight the importance of communication, and in particular this week’s quote, I’d like to share a brief story.  Last week I went to the doctor for a scheduled visit.  After sitting in the waiting room for over an hour, the office staff informed me I would have to reschedule the appointment for later in the week.  At my return visit, I also waited over an hour before seeing my doctor.  Note the difference in my reactions to the two separate appointments:

Despite the wait time on my first visit, I did not leave frustrated.  I was comfortable the office staff had done all they could do.  After the second visit, I left frustrated and disappointed.  I even snapped back at the doctor when he finally showed up.

What was the difference in the two appointments and my differing reactions?  During the first appointment, the receptionist made it a point to communicate to me every 10-15 minutes on the status and reasons for the delay.  During the second appointment, not a single one of the nurses or doctors bothered to explain the delay.  Two separate appointments to the same business, and two dramatically different outcomes.

See what I mean?

Gauge Your Impact

“Isn’t it interesting the effect we have on people, even when we don’t know it.”  – [Bart Starr]

Recently I was in a discussion with one of my leadership team members remarking on how some of our staff were working unreasonable hours trying to keep up with competing priorities.  So I asked the question…”when did I make that a priority”?  His response:  “The team presumes EVERYTHING you ask them to do is top priority, unless you tell them otherwise”.  Wow!  That response literally slapped me in the face!

This week’s quote goes miles to crystalize this dilemma.  It isn’t always in the words we say, but many times it’s in our actions, both past and present, that often impact others.  Are you aware of the effect you have on your team members, your clients, and your suppliers?  Stop and think about it a minute…and make sure the effect you have on others (even when you don’t know it) isn’t creating unintended consequences.