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  • Poor Leadership Practices Cost You Cu...
    Poor Leadership Practices Cost You Customers

    Last month one of my blog posts discussed the impact of poor leadership on revenues. Today I’ll discuss the impact of poor leadership on the customer experience. Each [...]

    Read more
  • Is Your Target Success or Significanc...
    Is Your Target Success or Significance?

    In my work with senior executives, a key question that I ask is, “What are you trying to accomplish: success or significance?” It’s a more difficult quest [...]

    Read more
  • Keep Everyone “In The Loop̶...
    Keep Everyone “In The Loop”

    In my work with Blanchard clients, one of the most frequently mentioned challenges in client organizations is “communication.” It’s a broad term – t [...]

    Read more
  • Resolved: Demonstrate Effective Leade...
    Resolved: Demonstrate Effective Leadership

    It’s time to draft your New Year’s Resolutions for 2012. What goals will you set for yourself in your professional life for the next twelve months? Most of us h [...]

    Read more
  • Layaway Angels Create Well-Being
    Layaway Angels Create Well-Being

    These past three years have been hard on families all over the globe. The recession has generated difficult circumstances for anyone touched by unemployment, foreclosures, [...]

    Read more
  • Be A Values-Aligned Leader
    Be A Values-Aligned Leader

    The new year is only weeks away. Traditionally this is a time to reflect on the past year’s accomplishments and missed opportunities, then plan for a more effective a [...]

    Read more
  • Poor Leadership Practices Cost You Mo...
    Poor Leadership Practices Cost You Money

    In a recent webinar, Blanchard program director and senior researcher David Witt presented findings from his analysis of data from over 200 companies that have completed Bl [...]

    Read more
  • Make Sure You’re Spinning the R...
    Make Sure You’re Spinning the RIGHT Plates

    When I was a little boy, our family gathered around the black-and-white TV set on Sunday nights in Southern California to watch The Ed Sullivan Show. Sullivan hosted a var [...]

    Read more
  • Leaders Condemn or Condone Behavior
    Leaders Condemn or Condone Behavior

    Thursday of last week was the USA’s Thanksgiving holiday. The day typically includes family, food, and pro football, all three in great quantities. A play during one [...]

    Read more
  • Great Leaders Do Not Lie.
    Great Leaders Do Not Lie.

    Recently, I overheard two frontline supervisors talking about a meeting they attended a few days earlier. At that meeting, senior leaders of the division shared upcoming pl [...]

    Read more
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Poor Leadership Practices Cost You Customers

Jan23
2012
Leave a Comment Written by Chris Edmonds

Last month one of my blog posts discussed the impact of poor leadership on revenues. Today I’ll discuss the impact of poor leadership on the customer experience.

Each year since 2006, MSN Money (with the help of polling house IBOPE|Zogby) conduct customer service surveys to identify the 10 worst service providers as well as the 10 best.

You will not be surprised at the top 10 best service providers – nor at the worst 10. All of us are consumers who experience great service periodically, terrible service periodically, and mediocre service far too frequently. We see disengaged employees “going through the motions” more often than not.

In the complete listing of company rankings, Zogby identified which aspects of customer service were most important to respondents. Aspects and the percentage of respondents that ranked it as “most important” were:

  • Knowledgeable staff (47.0%)
  • Friendly staff (14.7%)
  • Readily available staff (12.5%)
  • Service after a sale (12.4%)
  • Flexible return/exchange policies (8.0%)
  • None; the product is all that matters (2.6%)
  • Not sure (2.6%)

The top four responses all relate to customer interactions with staff (over 86% of responses!). This data supports our experience and our research: the customer experience is entirely driven by how employees treat customers.

Effective Leadership Creates Inspired Employees

The Ken Blanchard Companies has been studying the impact of leadership on customer service for many years. This research, titled “The Leadership-Profit Chain,” links leadership to three positive outcomes desired by all companies: employee work passion, customer loyalty, and financial success.

This research identified two types of required leadership: strategic and operational. Strategic leadership is clarity of vision, values, culture, and opportunities the company chooses to pursue. Operational leadership is how day-to-day activities support company strategy. It includes policies and procedures, leadership behaviors, and perceptions of fairness and justice within the organization’s operation.

Every leader throughout the organization must provide the appropriate mix of strategic and operational leadership. A frontline supervisor must be able to answer questions about the current strategy; a senior leader must be able to speak intelligently about the fairness of policies and procedures.

The appropriate application of strategic and operational leadership is shown to increase employee discretionary effort, proactive problem-solving, and demonstrated care about customers.

Inspired Employees Create Customer Loyalty

Customer loyalty is primarily impacted by their relationship with employees. Are employees knowledgable, friendly, available, and as responsive after the sale as before the sale? To a lesser extent, strategic and operational leadership can impact customer loyalty. If you have seamless, trusting return policies, loyalty grows. If you have unfair policies that demonstrate distrust of  customers and take too much time to exchange a product, loyalty erodes.

Leadership efforts alone do not create profits. Profits are the applause your company earns by creating inspired employees who “wow” their customers every day.

The research is clear. Inspire employees with the right mix of strategic and operational leadership. Those employees will create loyal customers that generate profits . . . which enable you to pay employees well, offer great benefits, celebrate employee efforts and accomplishment, etc. That’s a positive cycle every company desires.

What is your experience with the elements of the Leadership-Profit Chain? Add your thoughts in the comments section below.

Get your FREE EXCERPT of Chris’ #CORPORATE CULTURE tweet book and enter our contest to win the whole ebook FREE!

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Posted in Culture - Tagged Accountability, Employee work passion, Results, Servant leadership

Is Your Target Success or Significance?

Jan16
2012
4 Comments Written by Chris Edmonds

In my work with senior executives, a key question that I ask is, “What are you trying to accomplish: success or significance?” It’s a more difficult question than it seems on the surface.

The “success to significance” journey originated with Bob Buford, founder of the Halftime organization.

Most leaders’ performance is measured on success metrics – net profits, market share, sales growth, etc. These tangible targets are important and desired outcomes for businesses and their leaders. Profits help their enterprise remain viable.

AND, what are the logical consequences of leaders being held accountable only for success metrics? The result is a leadership population (around the globe) that is exclusively focused on success; little else matters in their world.

Often leaders will respond to my question with, “What do you mean, significance?” I try to get them to tell me what significance is, to them. I facilitate a conversation about their personal purpose and about their values. I ask whether the work they do each day enables them to live that purpose & those values – or not.

I ask them to describe how they and their business contribute to the well-being of their company’s key players: employees, of stakeholders, of customers, and of the communities where they do business. I help leaders understand that profits are not “ends” in themselves; they are a “means” to make a positive difference to their key players.

I ask leaders if they’d be satisfied, today, with their current legacy: “Would you rather to be known for the profits you create or the social good you generate?”

Many – not all – of the leaders I coach make this shift to significance.

Significance Requires Thinking “Outside The Lines”

Managing for significance means leaders must buck established trends. They must accept that standard practices hold them to success metrics, so, in addition to their success expectations, they create significance metrics.

There are three key steps to creating an organization that equally values & delivers success and significance. Your organization likely already has success metrics in place; we’ll focus on creating significance metrics.

  1. Define a Significance Vision
    You must first create a clearly defined vision for significance. A vision statement is a description of your organization’s desired future state. Your vision sets a target for how your company will operate when the desired state is fully acted upon. A sample significance vision might be “our company is the leader in creating social benefit in our county.”
  2. Create Significance Metrics
    With your vision in place, set specific goals and standards that, when accomplished, will create observable traction towards increasing significance. Sample metrics might include volunteering at least 1,000 person-hours to three specific non-profit organizations in your community, building at least two homes for Habitat for Humanity, or granting five $2,000 college scholarships to needy and deserving students.
  3. Celebrate Significance Accomplishments
    Once metrics are in place, regularly celebrate both effort towards goals AND goal accomplishment. Leaders must make a BIG DEAL out of this new significance emphasis. Share success stories in both town hall meetings and in newsletters. Look at celebrating these accomplishments as a proactive campaign for significance.

Significance metrics must be held as equally valuable to success metrics. The most effective leaders hold all staff accountable for both.

What does significance mean to you? Does your company have “significance metrics”? Share your insights in the comments section below.

Get your FREE excerpt of Chris’ #CORPORATE CULTURE tweet book and enter the contest for the entire ebook!

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Posted in Culture - Tagged Alignment, Authentic leadership, Culture, Results, Values

Keep Everyone “In The Loop”

Jan09
2012
5 Comments Written by Chris Edmonds

In my work with Blanchard clients, one of the most frequently mentioned challenges in client organizations is “communication.” It’s a broad term – too broad to understand exactly what the issues are. When I ask for specifics, I typically hear things like, “I don’t understand what our strategy is,” and “I have no idea why my boss made decision ‘X’,” and “Our work has changed immensely; how do we know if we’re headed down the right path today or not?”

When staff do not understand your company strategy, struggle to make sense of decisions, or don’t understand where they fit in the scheme of things, they worry. They gossip. They may even invent plausible “stories” to make sense of the plans, decisions, and actions they see leaders make. Time spent on these worries erodes employee productivity and employee passion for their work and their customers.

Every company faces these same communications challenges. In the Ken Blanchard Companies, we have over 350 employees in offices across the globe (San Diego; Toronto; London; Singapore) and in home offices in these and many other countries. Some of us can work independently for months without engaging with any other Blanchard colleagues face to face.

Given our global workforce, it is tough to ensure that every Blanchard associate knows what they need to know about the company’s strategy, key goals, department objectives, client needs, colleague needs, and more. I know I get completely focused on what’s on my to do list (“What’s the dress code for this week’s client engagement? What time is my flight tomorrow?”) and not pay attention to what colleagues are doing or facing.

Keep People Informed, Proactively

Our chief spiritual officer (yes, that’s his actual title), Ken Blanchard, has a unique way of keeping all staff, around the globe, informed about what’s happening in our company. Ken leaves a voicemail to every employee, each Monday through Friday morning.

Ken lets us know where he’s at (often with clients), what he’s doing, and even “what’s come clear to him” in the last 24 hours. As one of the planet’s most brilliant minds, lots of cool stuff comes clear to him regularly.

Ken also informs us about structural changes, players in new roles, great work by Blanchard associates, and sometimes asks for prayers/positive vibes if associates (or their family members) are challenged by health issues.

It’s quite a discipline for Ken, given his travels and commitments, but he makes it a priority to leave us his morning messages. (Periodically when he’s out of the country he asks for volunteers to cover for him!)

Create Many Communications Channels

Besides Ken’s daily messages, our company has multiple other communications avenues in place. They include:

  • Quarterly all-company meetings that are broadcast (audio/video) from our Escondido, CA, USA headquarters.
  • Regular 1:1 meetings between leaders and followers. These meetings are follower-driven to ensure that direct reports get their questions answered, immediately.
  • An online website where associates can review recorded all-company meetings, review team performance, learn about client successes, or even dive into new products that are in the pipeline.

Ours is not  a perfect system but it works well in our culture. The trick is for you to find mechanisms like these that proactively and effectively educate staff about strategy, goals, opportunities, celebrations, and more. When complaints about communications issues are less frequent, you’re on the right track.

What communications mechanisms work well for you and your company? Share them in the comments section below.

Get your FREE EXCERPT of Chris’ book, #CORPORATE CULTURE tweet, and enter our monthly contest to win the entire ebook.

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Posted in Culture - Tagged Alignment, Culture, Servant leadership, Values

Resolved: Demonstrate Effective Leadership

Jan02
2012
Leave a Comment Written by Chris Edmonds

It’s time to draft your New Year’s Resolutions for 2012. What goals will you set for yourself in your professional life for the next twelve months?

Most of us have a hard time keeping our New Year’s Resolutions. Slashdot did an informal poll of readers a year ago and discovered 67% of respondents kept less than HALF their resolutions. Our tendency is to set New Year’s Resolutions but not change our behavior to accommodate desired outcomes.

You’re reading a blog on leadership and corporate culture, so I will suggest a leadership resolution for your list. If embraced, it will enable a workplace of better relationships, higher performance, positive customer experiences, and higher profits.

The resolution is “I will demonstrate effective leadership, every day.”

Monitor The Effectiveness of Your Leadership Efforts

Every person in an organization provides leadership. Some are formal leaders; all are informal leaders. Only when every player, every influencer, demonstrates these best practices can organizations reap the highest rewards.

There are three keys to increasing your leadership effectiveness. Each of the three best practices are vitally important and must be acted upon daily.

  • Clear Expectations – First, set and communicate your team’s strategy for the performance period (typically for your organization’s fiscal year). Once your strategy has been formalized, align team goals and team member goals to that strategy. Ensure that team member goals are aligned to team goals. Finally, set values expectations in the form of defined valued behaviors. These clarify how good corporate citizens treat employees, customers, and stakeholders.
    Monitor the clarity of these expectations often (at least monthly).
  • Total Accountability – With expectations clear, hold yourself and others accountable for their agreed-to goals. Practice consistent and proactive consequence management: praise goal effort and accomplishment as well as good citizenship (positive consequences), and redirect activities and behaviors that do not align with performance or values expectations (negative consequences).
    Monitor consistent accountability for expectations regularly (at least monthly).
  • Positive Relationships – Great relationships between peers and between bosses and followers do not happen naturally. Competition, pride, and ego can create a work environment where lousy relationships are the norm. Great relationships require listening, honesty, celebration, and validation of effort, contribution, and citizenship.
    Monitor your progress in regular one-on-one meetings. Schedule (and HOLD) one-on-one meetings (twice a month or more) with your boss and, if you are a formal leader, with each follower. Make it a point to discuss not only progress towards goals but progress towards a respectful, positive relationship.

Manage this resolution like you would any other desired outcome. Allocate formal time each week (1-2 hours) for specific activities that will increase your influencing effectiveness. Set goals for each of the areas above and regularly monitor your progress, as suggested in the bullets above.

One additional mechanism might keep you on track: share your “effective leadership” plan and goals with a trusted peer or boss. Ask them to help you monitor your progress and help hold you accountable.

Have I forgotten another critical area for effective leadership? Add your thoughts in the comments section below.

Look for Chris’ upcoming #POSITIVITY AT WORK tweet book, to be released by THiNKaha books this month.

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Posted in Culture - Tagged Accountability, Alignment, Behaviors, Culture, Results, Values

Layaway Angels Create Well-Being

Dec26
2011
Written by Chris Edmonds

These past three years have been hard on families all over the globe. The recession has generated difficult circumstances for anyone touched by unemployment, foreclosures, and worse. Though the global economy has begun to recover, optimism about the future is not widely held.

Into this mix come holiday season stories of “layaway angels” here in the USA. Shoppers put gifts “on layaway,” set safely aside for a limited time to enable the shopper to pay as they can (weekly, for example). For Christmas layaway, the total due had to be paid this week. Anonymous givers/”angels” have sought out layaway staff at K-mart, Target, Walmart, and other stores in their communities and, without fanfare, paid off the majority of the money owed (and in many cases, paid off balances completely).

This week in Denver, CO, burglars broke into a family home and stole nearly every Christmas gift under their tree, a loss of over $700. Less than 24 hours after the story aired on the local newscast, viewers/”angels” contributed gifts plus over $5,000 cash for the family.

These examples of genuine, unselfish giving inspire us (especially since we typically see more frustration and polarization in society than we see giving!). What is powerful is the fact that giving not only benefits the receiver, but it strongly contributes to the giver’s own psychological well being.

Giving Creates Positive Emotion & Positive Health

A 2007 working paper published by the Harvard Business School titled “Feeling Good about Giving: The Benefits (and Costs) of Self-Interested Charitable Behavior,” examined a variety of studies about giving and it’s impact. Their analysis validated that “happier people give more and giving makes people happier, such that happiness and giving may operate in a positive feedback loop (with happier people giving more, getting happier, and giving even more).”

Beyond happiness, giving creates well-being in both the receiver and the giver. In my studies of positive psychology, I have learned how vital positive environments are to human well-being. My upcoming book, #POSITIVITY AT WORK tweet, co-authored with the fabulous Lisa Zigarmi, provides insights on how leaders and team members can “tweak” their behavior to increase positive benefit to peers, followers, and themselves.

You don’t have to pay off someone’s layaway purchase to create positivity. Here are suggestions from our book that are easy to do and generate great positive benefit for you and others:

  • Express your appreciation, awe, and inspiration with people at work. This ups your positive emotion while strengthening your relationships.
  • Giving specific and authentic praise to others simultaneously affirms them AND awakens the best in you.
  • Make someone you work with feel like THEY are your priority today. Give them your FULL attention. Listen with the intent to understand.
  • There are 10 ways to give: celebrate, listen, generate, forgive, show courage, humor, respect, compassion, loyalty, or creativity.
  • Current research finds giving improves the givers’ energy, morale, self-esteem, positive affect, and overall sense of well-being.

What other ways can you give authentically to others? Please add your thoughts in the comments section below.

Download your FREE excerpt of Chris’ newest book, #CORPORATE CULTURE tweet.

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Posted in Culture - Tagged Behaviors, Culture, Employee work passion, Values

Be A Values-Aligned Leader

Dec19
2011
Written by Chris Edmonds

The new year is only weeks away. Traditionally this is a time to reflect on the past year’s accomplishments and missed opportunities, then plan for a more effective approach for the coming year.

A few New Year’s Eve’s ago a culture client used this reflection time to design an approach for consistent values-aligned leadership. John’s thoughts became an important touchstone for their organization’s culture journey. I share these “best practices” to hopefully inspire your reflections and planning for a more values-aligned 2012.

Live Our Company’s Values & Behaviors, Every Day

Creating clear values expectations, defined in behavioral terms, is a foundational step for Blanchard’s proven culture change process. Defining behavioralized values is hard work. Once values are published, the focus shifts to holding all staff – including oneself – accountable for demonstrating valued behaviors. This requires constant diligence. John described three key drivers to demonstrating company values. A leader must:

  • reflect daily on his/her interactions with individuals, asking “to what extent did I consistently model our valued behaviors today?” Celebrate what s/he did well, then design an approach to align interactions where improvement is needed.
  • craft personal leadership stories from his/her interactions with others and share them with staff members and teams. His/her intent is to demonstrate that company valued behaviors are not just for him/her as a leader but they apply to everyone in the organization at all times, in all interactions.
  • ask for and authentically listen to feedback from others to learn what s/he does well and to identify ways to more effectively live company valued behaviors.

Create Meaning For Every Team Member

Reflect regularly to answer these questions honestly. A leader must ask him/herself, “In all interactions with individuals and teams, how well did I:

  • explain how their individual goals done well help enable team and company goals to be accomplished?”
  • describe how their work and their job, is worthwhile to company staff, customers, and stakeholders?”
  • demonstrate how all plans, decisions, and actions are guided by our values?”

Build A Skilled Workforce

Reflection continues: “In all interactions with individuals and teams, how well did I:

  • provide skill building where required so employees know how to do their jobs efficiently?”
  • delegate authority to talented and values-aligned employees so they can act ‘in the moment’?”
  • listen to and respect each team member’s thoughts, feelings, and needs?”

Celebrate Progress and Accomplishment

Reflection continues: “In all interactions with individuals and teams, how well did I:

  • praise team member’s efforts? (and not wait until the job is DONE before doing so)”
  • find and share success stories of teams throughout the company so all staff know we’re of ‘one mind, one heart, and one voice’?”
  • demonstrate optimism about goals, efforts, and opportunity?”

Take time before 2012 begins to reflect on these questions. Demonstrating values-aligned leadership leads to higher performance, better customer experiences, and passionate employees.

How might you be a more values-aligned leader next year? Share your thoughts in the comments section below.

Download your FREE excerpt of Chris’ newest book, #CORPORATE CULTURE tweet.

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Posted in Culture - Tagged Accountability, Alignment, Authentic leadership, Servant leadership, Values

Poor Leadership Practices Cost You Money

Dec12
2011
Written by Chris Edmonds

In a recent webinar, Blanchard program director and senior researcher David Witt presented findings from his analysis of data from over 200 companies that have completed Blanchard’s “Cost of Doing Nothing” calculator.

The companies in this mix range in size from 10 employees to thousands of employees from across the globe, from dozens of different industries. What is startling is that – despite the vast differences in size, locale, and businesses – these companies share common issues driven primarily by poor leadership.

The High Cost of Poor Leadership

Dave reports that companies in this study average losses of $1,000,000 annually driven entirely by the impact of poor leadership. Let’s look more closely at this data. The “Cost of Doing Nothing” calculator is built upon three desirable outcomes for companies: customer satisfaction, employee productivity, and employee retention.

The companies in this study described gaps in each of these key areas:

  • A 14-point customer service gap – organizations that completed the calculator determined that they were operating at a 75% positive customer satisfaction rate. Their desired positive customer satisfaction rate was 89%.
  • A 16-point employee productivity gap - companies in the study reported a 70% employee productivity ranking yet they desired an 86% employee productivity target.
  • A 45-point (!) employee retention gap – companies reported average employee turnover at 62%. The desired maximum employee turnover target for these organizations was 17%.

What is hopefully apparent to you as you look at these three desirable outcomes – customer satisfaction, employee productivity, and employee retention – is that each of these is highly driven by individual employees choosing to apply (or not apply) their discretionary energy.

Leaders have a HUGE impact on employee discretionary energy. When leaders demonstrate these proven behaviors, discretionary energy soars:

  • Trust and respect
  • Listening skills
  • Relationship skills (they get along with others)
  • Frequent recognition and celebration of staff effort & accomplishment
  • Hold themselves and their staff accountable

One more benefit of the above behaviors – when employees are treated this way, they have an easy time treating their customers the same way.

Leadership Effectiveness Creates Positive People, Passion, & Performance

Blanchard’s experience and research indicates that most organizations operate today with a 5-10% productivity “drag” that more effective leadership practices can eliminate. In one of our client organizations, analysis revealed that the company achieved a 5-12% increase in productivity among direct reports of managers who attended Blanchard’s leadership development program and began using the new skills they had learned.

Imagine the positive impact that consistent effective leadership behaviors can have on your organization’s people, passion, and performance!

Leadership effectiveness doesn’t happen casually. Organizations must be very clear about their strategy (vision, values, focus) then ensure leaders, managers, and supervisors consistently educate, delegate, inspire, cheer, and challenge their staff to make that strategy come to fruition. When leaders value and honor the contributions their team members provide, traction and momentum towards service, productivity, and retention occurs.

What is your experience with the impact of effective (or not so effective) leadership in the workplace? Add your thoughts in the comments section below.

Download your FREE excerpt of Chris’ newest book, #CORPORATE CULTURE tweet.

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Posted in Culture - Tagged Accountability, Behaviors, Customer Service, Employee work passion, Results

Make Sure You’re Spinning the RIGHT Plates

Dec05
2011
Written by Chris Edmonds

When I was a little boy, our family gathered around the black-and-white TV set on Sunday nights in Southern California to watch The Ed Sullivan Show. Sullivan hosted a variety program that exposed American audiences to dozens of stars, novelty acts, and bands over the years.

One particular act stands out in my mind. A vaudeville performer came out on stage where there were at least a sixty 5′ tall dowels in stands. This gentleman – with a lovely assistant – had 3 minutes to SPIN PLATES on the end of these dowels. ON NATIONAL TELEVISION. Watching this guy, I was convinced that I, too, could be a big star! (That never quite worked out for me.)

You’re “Spinning Plates” in the Workplace

Every one of us – from senior leaders to front line staff – spin plates at work. Our plates represent key goals and tasks we’ve been charged with. Our plates might also include activities like teamwork, good corporate citizenship, office politics, putting up with stupid policies and procedures, etc. Positive things and not-so-positive things.

With the global recession, staffing has become leaner in many organizations. Running lean means all staff spin even more plates than in the past.

We spend a great deal of time at work trying to keep all these plates spinning. It’s no wonder many people leave work at the end of their day or shift exhausted.

Which Plates DESERVE Your Attention?

Every player in an organization needs to proactively evaluate whether or not they are spinning plates that no longer serve their company, their customers, and their stakeholders. Often staff don’t even realize that they are investing valuable time on activities that do not actually provide value. They’re doing things because “they’ve always done it that way.”

How does one know which plates deserve the time, energy, and brain cells you’re expending?

Consider these key elements to assess which plates deserve your attention:

  • Do these activities align with your organization’s core purpose & values? Every organization needs to have a stated “reason for being,” a statement that describes why it exists, how it serves customers, etc. In addition, every organization needs to define HOW it will go about delivering on their “promise,” their reason for being. With these statements in place, they can be used as the foundation for assessing what activities deserve time, energy, and focus. If activities do not have a direct positive impact on the daily demonstration of organization’s core purpose and values, those activities may not deserve your attention.
  • Do these activities align with your organization’s defined strategies? With clearly defined strategies communicated and agreed to, one can evaluate the extent to which daily activities contribute to traction on those strategies. If activities do not demonstrate direct benefit to defined strategies, consider them for the “don’t do” pile.
  • Do these activities align with your personal purpose & values? With your personal purpose & values defined, you can assess the degree of alignment you have with the organization’s purpose and values. You can assess the degree of alignment with the organization’s strategies. If you find poor alignment, you may choose to remove yourself, at your earliest convenience, so you may find a more aligned workplace.

If these foundational pieces are NOT in place, EVERY ACTIVITY may seem beneficial. Do the analysis and invest in beneficial activities.

What is your experience with “spinning plates” in the workplace? Add your thoughts in the comments section below.

Download your FREE excerpt of Chris’ newest book, #CORPORATE CULTURE tweet.

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Posted in Culture - Tagged Accountability, Alignment, Culture, Results, Values

Leaders Condemn or Condone Behavior

Nov28
2011
Written by Chris Edmonds

Thursday of last week was the USA’s Thanksgiving holiday. The day typically includes family, food, and pro football, all three in great quantities.

A play during one game revealed the responsibility that leaders have to hold their staff accountable for desired behavior, at all times.

You may search YouTube for video clips of the play. Detroit Lions defensive tackle Ndamukong Suh slams the Green Bay Packers player’s head to the turf – twice – then stomps on his opponent’s arm in anger. The referees penalized the Lions for Suh’s unsportsmanlike conduct and ejected Suh from the game.

The NFL has not yet announced whether Suh’s behavior will earn him a fine or suspension (I think both are required in this case). What prompts this post was a comment that ex-coach Bill Cowher made about the incident. Cowher said, “The coach either condemns or condones a player’s behavior. It’s up to the coach to quash behavior he doesn’t want on the field and encourage behavior he does want on the field.”

 Leaders Drive What Behavior is OK in the Workplace

We see this happen all too often in organizations. Leaders typically focus entirely on performance and results. They do not naturally emphasize HOW results will be accomplished, which requires defining what values and behaviors “good corporate citizens” must demonstrate in the workplace.

The result of this “performance-only” emphasis? Blanchard’s research and experience indicates that:

  • Performance occurs most consistently when the boss is watching. Performance is inconsistent when the boss is not present.
  • People treat internal and external customers as “less-than-equal” more often than not.
  • Power struggles occur, driven by managers and staff, which creates a workplace of fear and intimidation.
  • The application of discretionary energy by employees towards goal accomplishmen is rare; too often it is absent.

Great Leaders Are BOLD about Performance and Values Expectations

Leaving values to chance means leaders see a wide range of behaviors in their workplace. If a leader want a high performing, values-aligned team, that leader must create the foundation with clear goals AND clear valued beahviors.

All sports teams start with the same ultimate goal – winning the championship. What separates good teams from great teams is not exclusively the clarity of the goal and each team member’s commitment to that goal – it is goal clarity and team commitment to great team practices that enables consistent team performance and values alignment.

Here is a terrific example of a pro team’s ground rules. The Stalulfur Football Team in Iceland’s Division 3 league outlines sixteen specific “citizenship” practices. Imagine if Suh was a player on a team with these valued behaviors so clearly defined. Ground rules such as “play with discipline and enthusiasm,” “put the team first,” and “show respect for opponents, officials, and fans” might drive different behaviors from Suh on the field.

Detroit Lions head coach Jim Schwartz is at a crossroads. Will he continue to condone Suh’s behavior or will he condemn it, demanding exceptional sportsmanship from all players on the field and off? Only time will tell.

What is your experience with “unsportsmanlike conduct” in the workplace? Add your thoughts in the comments section below.

Download your FREE excerpt of Chris’ newest book, #CORPORATE CULTURE tweet.

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Posted in Culture - Tagged Accountability, Alignment, Culture, Results, Values

Great Leaders Do Not Lie.

Nov21
2011
Written by Chris Edmonds

Recently, I overheard two frontline supervisors talking about a meeting they attended a few days earlier. At that meeting, senior leaders of the division shared upcoming plans (layoffs) for cutting expenses. The senior leaders explained that they would announce the plan in a week, once the details were ironed out. The senior leaders closed the meeting with the demand that nothing be said about the upcoming layoffs.

One supervisor said to the other, “What are we going to do? We can’t tell our direct reports what we know.”

Told to Play Dumb

The concerned supervisor – not as tenured as the supervisor he was talking to – said, “When something like this gets announced, my team members are convinced that I knew what was coming. Sometimes I do – but like at this meeting, I’ve been told to ‘play dumb.’”

I cannot pretend to understand all the dynamics at play in every organization on the planet. However, I am quite confident that great leaders do not lie. Nor do they ask their managers to lie. The costs are simply too great.

Lies Create a House of Cards

When a senior leader is discovered to have lied, those lies erode:

  • Trust – followers learn that they cannot trust what those leaders tell them. If some of what they hear turns out to be untrue, they quickly go to the assumption that “little of what we hear is true.” That perception becomes fact to those players.
  • Respect – followers feel disrespected because senior leaders have not trusted them with the potential “bad news.” When key plans, decisions, and actions are withheld from employees, respect dims quickly.
  • Credibility – senior leaders’ plans, decisions, and actions tell followers exactly what the senior leaders’ values are. If those leaders do not “do what they say they will do,” their credibility is lost. Un-credible leaders inspire fear and mailaise, not confidence and accomplishment.

Without trust, respect, and credibility, little discretionary energy will be applied to workplace project, goals, and tasks. These issues can take years to recover from – if a senior leader can recover, at all.

Be Honest & Transparent

One lie begets ten other lies which support the first. It gets complicated to keep track of who was told what! Don’t spend your time juggling lies; spend your time being honest and transparent.

Honesty & transparency means you let your team know what the context is for your plans, decisions, and actions. Educate others about the issues and opportunities before you – and do so regularly, not right before a tough decision gets announced.

Education about the business issues and opportunities you face enables talented staff to put their brains to work – and they may surprise you with a different way to solve problems with less impact on your workforce, your customers, or your stakeholders.

If you can’t be honest & transparent – and there are scenarios where you cannot disclose details of every possibility – what should you do? The conversation between the two supervisors ended when the more experienced supervisor put his hand on the shoulder of the concerned supervisor and said, “I tell them what I can. If I’ve been told that I cannot tell details, I explain that I’ve not been given the authority to  disclose what our senior leaders are considering. My team may not be happy about it, but at least I’m not saying ‘I don’t know’ – which is a lie.”

I couldn’t have said it better. What is your experience with untruths in the workplace? Add your thoughts in the comments section below.

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Posted in Culture - Tagged Authentic leadership, Culture, Employee work passion, Results, Values
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