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  • Integrity Takes Intention & Dedi...
    Integrity Takes Intention & Dedication

    I’ve been engaged with an aspiring leader for a couple of months, providing coaching about effective leadership in three contexts: self, leading others, and leading [...]

    Read more
  • Plot Your Path to Ethical Behavior
    Plot Your Path to Ethical Behavior

    This past week the World Economic Forum was held in Davos, Switzerland. The mood was somber, as it should be, given the current state of the global economy. A recent USA To [...]

    Read more
  • 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
KEEP IN TOUCH

Integrity Takes Intention & Dedication

Feb06
2012
2 Comments Written by Chris Edmonds

Copyright istockphoto.com

I’ve been engaged with an aspiring leader for a couple of months, providing coaching about effective leadership in three contexts: self, leading others, and leading teams. I love these coaching engagements with leaders because I learn as much as I guide!

When coaching, I am challenged to take proven best practices and present them in ways that are relevant to the leader’s reality. I may think my coaching is brilliant, but if the leader isn’t behaving differently after my coaching, I’m not doing any earthly good.

As an executive coach, I can only be effective if my suggestions (what I call my “poking and prodding behind the scenes”) are embraced by the leader during their influencing moments with others. If the leader I’m coaching influences more effectively over time, generating better performance AND better relationships with every direct report, then I’m doing my job well.

A Question of Integrity

As is often the case in my coaching conversations, our discussion centered upon integrity. I define integrity as “doing what you say you will do.” A person maintains their integrity when they make commitments intentionally, fully aware of what they are promising to deliver (quality level, within budget, by “X” date, etc.).

Proactive communication maintains your integrity. If you learn you might miss a deadline, communicate that possibility as soon as you know. Inform everyone who will be impacted by that missed deadline.

Your integrity lies in YOUR hands. It is built up and maintained (or torn down and eroded) based upon your promises made and your promises kept, day in and day out.

The Scenario

“When people I work with don’t deliver what they said they’d deliver, I’m left up a creek without a paddle,” my client stated. As I learned more about this particular situation, it was obvious that a key player was covering two people’s jobs. She was overwhelmed with too many tasks, and her commitments were falling through the cracks. This player meant well but her missed targets were causing 1) havoc with other’s commitments, and 2) reduced trust in anything she promised.

My client indicated that he’d mentioned the missed commitments to her before. Her attitude was, “I’m doing the best that I can.” He said she seemed resigned to missing promises due to her “unfair” workload. He knows she doesn’t intend to cause these issues but the problems continue to occur.

I described the impact of this woman’s behavior by stating, “Integrity is eroded by even ONE commitment dropped, and is maintained or enhanced by ALL commitments being kept.”

I certainly understand the volume of work this woman is trying to manage, AND, promises are promises. I’d rather the overwhelmed player be bold with saying, “OK, I can do this new task. Which of these other six I’m doing shall I set aside so I can do this new one?” If s/he says, “Sure, I can do that,” a promise has been made. Once you make a commitment, dedicate your head, heart, and hands to ensure that commitment is honored.

Even one missed commitment compromises one’s integrity. You cannot take responsibility for others’ behavior – but you can certainly be fully present to proactively manage your promises.

What is your experience with integrity issues or “stars” in the workplace? Join in the conversation in the comments section below.

Get your FREE excerpt of Chris’ #CORPORATE CULTURE tweet book and enter a contest for a free ebook copy.

Photo © iStockphoto.com/shapechange

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Posted in Culture - Tagged Accountability, Behaviors, Integrity, Values

Plot Your Path to Ethical Behavior

Jan30
2012
2 Comments Written by Chris Edmonds

This past week the World Economic Forum was held in Davos, Switzerland. The mood was somber, as it should be, given the current state of the global economy.

A recent USA Today article featured forum founder Klaus Schwab lamenting excesses resulting in economic turmoil and public unrest. He’s quoted as saying, “Free markets have to serve society,” and that a “lack of inclusiveness in the capitalist system” has generated these issues.

“We have sinned,” he declared, noting that this year’s forum would emphasize ethics and “resetting the moral compass of the world’s business and political community.” Hopefully the 45 world leaders in attendance will come away with “one heart, one mind, and one voice” with a plan to align economic policy and reality so service to society is the norm.

That is a longer term solution. In the short term, what can you do to ensure you behave ethically – in your own eyes and in those who observe your plans, decisions, and actions – each day?

Blanchard’s Ethics Check

In their book, The Power of Ethical Management, Ken Blanchard and Norman Vincent Peale propose a simple ethics check. Analyzing the answers to these three questions can help clarify whether your behavior is ethical, in your and others’ eyes.

  1. Is it legal?
    The first question in the Ethics Check is founded upon society’s “rules and regulations.” Most of the rules and regulations we live under are well-known; broadly held rules and regulations enable civility and forward-movement. A lack of broadly held rules creates chaos. An example? Driving rules. In the USA we drive in the right-hand lane in cars with driving controls on the left side front seat. Drop us in the UK, though, and our norms will be rattled! If an action is in accord with local, widely-held, community rules, the answer to this question must be “yes.”
  2. Is it fair?
    The second question includes others in the ethics equation. This avenue explores how well the action serves others. If an unfair advantage is gained, the answer to this question must be “no.” Note also that an action may be legal but, if it is unfair, it separates rather than aligns heads, hearts, and hands of those impacted by the plan, decision, or action.
  3. How does it make you feel about yourself?
    The last question in the Ethics Check invites public scrutiny, asking “How would you feel if your actions were published in the local newspaper or local news station?” If you or your family read about your actions and felt that you took advantage, were selfish, or won without honor, the answer to this question must be “no.”

Ethical Behavior Requires MORE Than Your Assessment

No matter your role (leader or follower) in your organization (be it a company or even a family), everything you do either helps, hinders, or hurts a positive, inspiring environment in which to operate. Your behavior will either serve society (your family or company) or it will not.

Realize that your plans, decisions, and actions will be observed by others and they will have an opinion about how ethically you’re behaving. Great leaders and great contributors create a safe environment for feedback. They seek others insights on how their behavior is perceived.

Asking is not risky. Asking is simply a means to learning how you are seen. To be seen as a highly ethical player in your environment, your actions may need refinement.

What is your experience with ethical (or not so) bosses or team members? Join in the conversation in the comments section below.

Chris’ new book, #POSITIVITY AT WORK tweet, is set for release in February ’12.

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

Poor Leadership Practices Cost You Customers

Jan23
2012
2 Comments 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
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
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.

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