Saturday, February 25, 2006

Create Large Chunks of Time
By: Brian Tracy

This strategy requires a commitment from you to work at scheduled times on large tasks. Most of the really important work you do requires large chunks of unbroken time to complete. Your ability to create and carve out these blocks of high value, highly productive time, is central to your ability to make a significant contribution to your work and to your life.

Start Immediately on Number One
Successful salespeople set aside a specific time period each day to phone prospects. Rather than procrastinating or delaying on a task that they don’t particularly like, they resolve that they will phone for one solid hour between 10 and 11 AM and they then discipline themselves to follow through on their resolutions. Many business executives set aside a specific time each day to call customers directly to get feedback

Create Specific Amounts of Time
Some people allocate specific 30-60 minute time periods each day for exercise. Many people read in the great books 15 minutes each night before retiring. In this way, over time, they eventually read dozens of the best books ever written. The key to the success of this method of working in specific time segments is for you to plan your day in advance and specifically schedule a fixed time period for a particular activity or task. You make work appointments with yourself and then discipline yourself to keep them. You set aside thirty, sixty and ninety minute time segments that you use to work on and complete important tasks.

Create Preplanned Periods
Many highly productive people schedule specific activities in preplanned time slots all day long. These people build their work lives around accomplishing key tasks one at a time. As a result, they become more and more productive and eventually produce two times, three times and five times as much as the average person.

Action Exercises
Here are two things you can do immediately to put these ideas into action.
First, organize each day to create large chunks of time you can use for key task completion.

Second, make a written appointment with yourself to work on a key task at a specific time

Managing change by small steps

It is said that people don't like change. Certainly many change programmes fail because people do not embrace change and consciously or unconsciously reject recommendations that would lead to a better performance.

We live in a world of change and most people embrace the benefits without even noticing. The last Christmas season recorded huge growth in purchases on the Internet. Google, e-Bay, Amazon are not only part of our language but are an increasingly normal part of our daily life - home as well as work. Postal services that were facing loss of traffic with e-mails replacing letters are now experiencing growth of the small packets and parcels of the e-commerce market.
Broadband now has more than 50% market share of the telephone market in the UK and other countries.

We have had video players, DVDs, mobile phones, satellite television. iTunes has exploded onto the music market and we now have an "iPod generation".

In Europe we have seen the growth of cheap flights, with pioneers Easyjet and Ryanair setting a trend that is spreading around the world.

And if you look at clothes, then last year's fashions have always been out of date; people seize on the latest thing.

So, how do we reconcile these changes with the fear of change? What are the characteristics of these changes?

They are voluntary
People adopt them when they are ready
They are seen as benefits
People follow early adopters.

In summary, they are viral, they occur as the sum of many small individual decisions, rather than a major change imposed from above. And together they support and feed off each other.
I went to a talk by Adrian Shooter, Chairman of Chiltern Railways, last year at which he was comparing the success of his own railway service between Birmingham and London and the enormous cost and time overruns of the West Coast Main Line upgrade between London, Birmingham and beyond. The one was a massive scheme national scheme; Shooter's was a combination of many small developments. He also had a big vision, but he bought a train at a time, upgraded a station here and extended a car park there. Over the last few years Chiltern Railways has doubled the frequency, reduced travel time, increased train length and kept ticket prices way below the competition. They also have the highest passenger satisfaction.

Sometimes revolution is necessary, but normally evolution is more effective.

It is good for a man to be proud of his son; and I am fortunate to have a son who loves what he does and is good at it. He has a particular talent that I have observed since he was at junior school. He is able to stand outside himself and observe – and be satisfied with what he sees. We call this the ability to third position. He has been learning the skills of team leader, running two teams in parallel, so I asked him how he does it. His simple description is this week's Coaching
Notes.

Saturday, February 18, 2006

How Do We Earn Employee Loyalty When More Money Isn't Enough?

How do we earn our employees' loyalty--and more importantly, preserve it? Our bank has lost a number of key employees to competitors during the past five months. We were prepared to match the departing employees' competing salary offers, to no avail. We want to stem the tide, but we aren't sure if these defections are based in a lack of company loyalty, or if we're losing out because our competitors offer better jobs, better opportunities for advancement or a better working environment.
—Hate Losing Them, finance/insurance/real estate, Muscat, Oman

No. 1: You cannot buy loyalty, so forget matching competing offers. Once an employee has decided to leave, the emotional bond is broken. Your first step is to begin the diagnosis. Are you conducting exit interviews? If not, consider hiring an outside service--professionals, not telemarketers--to ask questions that will yield honest, candid answers about why people are leaving.
Step two involves conducting a survey of remaining employees. Again, it's better to hire professionals from outside the firm. Don't try to do this in-house, as employees may not feel the level of trust required to give you meaningful feedback. Although you may be in a highly competitive market, you need to understand how employees perceive the experience of working for your company. Is it something they value?
This knowledge should provide a clearer picture of how your work environment is creating conditions that prompt--perhaps even encourage--people to leave for other jobs. Your job: Develop strategies that strengthen your defenses and make deliberate improvements to become a less toxic, more attractive employer.
Bonus hint: Employee retention is a management responsibility, not a human resources responsibility. Do your managers understand their retention role? Are they trained and equipped to perform it? You'll need to get at the root of these questions too.
SOURCE: Roger E. Herman, the Herman Group, author of Keeping Good People, Greensboro, North Carolina, January 22, 2006.

Don't Hope Friend...Decide
by Michael Hargrove

While waiting to pick up a friend at the airport in Portland, Oregon, I had one of those life changing experiences that you hear other people talk about. You know, the kind that sneaks up on you unexpectedly? Well, this one occurred a mere two feet away from me! Straining to locate my friend among the passengers deplaning through the jet way, I noticed a man coming toward me carrying two light bags. He stopped right next to me to greet his family.

First, he motioned to his youngest son (maybe six years old) as he laid down his bags. They gave each other a long, and movingly loving hug. As they separated enough to look in each other's face, I heard the father say, "It's so good to see you, son. I missed you so much!" His son smiled somewhat shyly, diverted his eyes, and replied softly, "Me too, Dad!"

Then the man stood up, gazed in the eyes of his oldest son (maybe 9) and while cupping his son's face in his hands he said, "You're already quite the young man. I love you very much Zach!" They too hugged a most loving, tender hug. His son said nothing. No reply was necessary.
While this was happening, a baby girl (perhaps one or one and a half) was squirming excitedly in her mother's arms, never once taking her little eyes off the wonderful sight of her returning father. The man said, "Hi baby girl!" as he gently took the child from her mother. He quickly kissed her face all over and then held her close to his chest while rocking her from side to side. The little girl instantly relaxed and simply laid her head on his shoulder and remained motionless in total pure contentment.

After several moments, he handed his daughter to his oldest son and declared, "I've saved the best for last!" and proceeded to give his wife the longest, most passionate kiss I ever remember seeing. He gazed into her eyes for several seconds and then quietly said, "I love you so much!". They stared into each other's eyes, beaming big smiles at one another, while holding both hands. For an instant, they reminded me of newlyweds but I knew by the age of their kids that they couldn't be. I puzzled about it for a moment, then realized how totally engrossed I was in the wonderful display of unconditional love not more than an arm's length away from me. I suddenly felt uncomfortable, as if I were invading something sacred, but was amazed to hear my own voice nervously ask, "Wow! How long have you two been married?"

"Been together fourteen years total, married twelve of those." he replied without breaking his gaze from his lovely wife's face.

"Well then, how long have you been away?" I asked. The man finally looked at me, still beaming his joyous smile and told me, "Two whole days!"
Two days?! I was stunned! I was certain by the intensity of the greeting I just witnessed that he'd been gone for at least several weeks, if not months, and I know my _expression betrayed me. So, I said almost offhandedly, hoping to end my intrusion with some semblance of grace (and to get back to searching for my friend), "I hope my marriage is still that passionate after twelve years!"

The man suddenly stopped smiling. He looked me straight in the eye, and with an intensity that burned right into my soul, he told me something that left me a different person. He told me, "Don't hope friend...decide." Then he flashed me his wonderful smile again, shook my hand and said, "God bless!". With that, he and his family turned and energetically strode away together.
I was still watching that special man and his exceptional family walk just out of sight when my friend came up to me and asked, "What'cha looking at?" Without hesitating, and with a curious sense of certainty, I replied, "My future!"

About the Author:
© Copyright 1997 by Michael D. Hargrove. All rights reserved. Used with author's permission.

Friday, February 17, 2006

"Mistakes are painful when they happen, but years later a collection of mistakes is what is called experience."
Denis Waitley

Creative Goal-Setting for Kids and Teens
by Denis Waitley

An Indian guide who displayed uncanny skills in navigating the rugged regions of the Southwest was asked how he did it. "What is your secret of being an expert tracker and trail-blazer?" a visitor asked him.The guide answered: "There is no secret. One must only possess the far vision and the near look. The first step is to determine where you want to go. Then you must be sure that each step you take is a step in that direction."
A dream is what you would like for life to be.
A Goal is what you intend to make happen.

A goal is the near look; what, specifically, you intend to do on a daily basis to get there.
No matter what their current ages, try to determine the sensory learning style of each of your children: visual, auditory, or kinesthetic.

Visual learners understand and remember best what they see.
Auditory learners prefer to hear and verbalize in order to comprehend.
Kinesthetic learners need to involve touch and movement into the processing of new concepts, and to learn by doing.
All of these styles have some overlap because we all use hearing, seeing and doing. But keep these styles in mind when you stimulate your children’s creative and goal-setting activities.

To build a pattern of positive expectations for your children, they need a way to keep score. Children know they are doing well when the task or project is well defined and the goals are clearly stated.

How can a child experience the thrill of hitting the bull's eye, when he or she doesn't know what the target is? Kids need to see the end before they begin a task or they will lose interest. When you are giving your child a task, such as cleaning her room, be specific in telling her what you want her to do and when you want it done and stick to it.

By providing a clear and specific ending, your child can look forward to enjoying time with her friends when the task is completed.

Goals are the target of success! Who you see is who you'll be. What you set is what you get.

Help your kids get the far vision, the dream.
Help them get the near look, the steps and action plans that pave the road to their dreams.

Participate in your children's games, problem-solving exercises, field trips and creative projects. Instead of telling them how things work, help them learn to discover the "hows" and "whys."

Help your children dream about their future.

Set the example by jotting down and cutting pictures out to describe family dreams.

Assist them in defining their own goals and writing them down on index cards. Post the cards in their bedroom or on a board where they can see and review their goals daily.

Help your kids prioritize their goals.

Have them consider their goals in the order of their importance.

Place beside each written goal, a proposed target date for the attainment of that goal.

Help your child make plans.

Unfortunately, many kids view problems as insurmountable mountains. Your role as parents is to help them view problems as opportunities. Teach them to go over, around, under or to bore a hole right through their roadblocks.

Show children how to prepare a daily "to do" list. In the evening, help prepare a list of a few important things to do the following day. At the end of the day, help them review their progress. By using index cards, you can use a file box to store daily activity cards.

Monthly, quarterly and yearly, let them go through the cards in the box, to see all they have accomplished through step-by-step actions.

Help your kids to visualize, in advance, what the accomplishment of their goals looks and feels like.
Bedtime is an ideal setting, where you can see in their imaginations where they want to be, what they want to do, and things they will have to work and save for to get.

Build goals and evaluations around the school year. When you go over your child's report card, discuss the goals that he set for himself and how he is doing toward achieving those goals.

Share with your child any comments teachers might have regarding his grades.
Kids need rewards and behavior that gets rewarded gets repeated, especially if they understand that the reward is coming when the goal is accomplished.
Rewards do not have to be strictly financial, but can be going out for an ice cream or whatever your child enjoys doing. By rewarding goal directed behavior, you are providing additional incentive to achieve almost any goal.

Dr. Denis Waitley is one of the most respected authors and keynote lecturers in the world. His audio program The Psychology of Winning is the all-time, best-selling program on personal success. He has studied and counseled leaders in every field from top executives to astronauts, from Olympic champions to youth groups. He is the author of 16 non-fiction books including NY Times' best-sellers Seeds of Greatness and Being the Best. A founding member of the National Council on Self-Esteem and the President's Council on Vocational Education, he recently received the "Youth Flame Award" by the National Council on Youth Leadership for his contribution to teen development. As the former chairman of psychology on the US Olympic Sports Medicine Council, Denis is responsible for performance enhancement of all Olympic athletes. He is the father of six children and eleven grandchildren.This article was excerpted from Dr. Denis Waitley and Dr. Maryann Rosenthal's newest release, The Seeds of Greatness - The Value-based, Family Enrichment System for the 21st Century to learn more go to http://parenting.jimrohn.com or call 800-929-0434.

Wednesday, February 15, 2006

Ten Ways to Reintroduce Leadership Skills into your Management Style
By Martin Haworth

Managers manage and leaders lead - so it has always been. But the problem for managers is that sometimes they need to use their leadership skills as well.

Working as a manager, and by having the title, implies that all you do is manage what is going on around you. As they say, 'you can only manage people and not things', which is all well and good.
Yet good managers need to show at least some leadership skills as well, so that instead of picking up a series of tasks to 'do' each day, you are able to take a broader, longer term view as well.
But in recent years, control; processes; planning; rules; audits and more seem to have returned to the management culture after just a few enlightened years, as panic has set in over short-term profitability, at the expense of long-term cultural sustainability.

Now is the time for leadership elements to be revisited, in day-to-day management.
To simplify some of the skills that managers need to utilize from the leadership toolkit, here are ten ideas that will help with growth of longer-term performance, rather than mere survival.

Look Forward
You can be more than getting through today. By taking a little time to see what you are aiming for and why, you will enable a better framework for progress and have to fire-fight less over time.

Succession Plan
Once you have a better picture of where you are going you will be able to take a call on who you need and with what attributes. Then you can tell if you have the people you need - or not. And do something about it.

Clear a Path
In a leadership role you make it easier for your people to do their jobs and get the work done effectively and efficiently. Different from managing and just expecting the tasks to be done, you pave a way through the myriad of calls upon your people's priorities to focus on the long term goals as well as the day job.

Be an Influence
Your role becomes one where relationships are vital, both with your own people and those who directly impact on what they are striving for. You evolve excellent people skills by creating conversations where you listen, truly hear and take the actions you need to, with whoever and wherever you need to.

Provide Resources
With a better vision for the future of your business or organization, you can 'get' that investment above the short-term is really important, so as long as that investment of people; time; resources is truly long-term value-creating, you have the clout to take that risk.

Do Less Doing
As a manager, you find it really easy to be part of the doing. Yet you have great people already. So to build on their skills you start to give them better training and support - and then get out of their way. Mistakes are OK - especially when learning comes from it.

Utilize Team Strengths
If you are able to stand back a little from managing in the day job, you start to have the time to recognize where your round pegs are in square holes. Once you spot this, you can realign your people so that they work best where their strengths are. With everyone valuing each other for what they contribute.

Challenge the Norm
With a better long-term vision for the future, you can truly see what is getting in the way of that achievement. You can raise questions up the management line which will make effort far more productive and focus on the outputs which are truly valuable and not remain in the historic.

Develop Your People
With the future in mind and the possibilities for your key people to fill that need, you can create opportunities to expand capabilities, though broader experiences; training; new responsibilities; role rotation etc. Managers don't tend to do this, because they are short-term survival focused.

Measure Against the Big Picture
Decision making become much easier because you have a clear future vision for your business or organization (and even at team level). Every decision, big or small is measured against the longer term. And you are able to cultivate that characteristic in your people as you go.
Finally, Go with Your Gut, because leadership, encompassed within the day to day business you are involved in, gives you sensitivities which you can use.

By being clear in where you are going, you develop a sixth sense; a gut judgement about decisions which are aligned with goals. An invaluable tool which becomes second nature
Above all a manager recognizing that there is another level to the day job, finds it hugely rewarding and developmental in itself. Building enthusiasm, commitment and focus into what can become mundane and boring.

A rejuvenated manager, using just a few leadership skills from time to time is a valuable asset.
Which won't do your career goals any harm at all either!

Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, http://www.coaching-businesses-to-success.com/ ...helping you, to help your people, to help your business grow...

Five Ingredients To Improve Team Performance
By Ryan Leibowitz

All great minds think alike, and so do great managers when it comes to managing their teams and employees. So what is the secret sauce that allows for world class team performance? It has nothing to do with numbers, tools, software, or latest business fads. It all boils down to the soft skills. Here are 5 ingredients to kick start your managerial skills along with team performance:

1. Motivation: find out what makes your employees tick, and then once that’s done, use it to boost their motivation level in a way that will encourage them to use their strengths for the task at hand.

2. Goal Setting: It’s not only important for you as their manager or leader to know the company vision or project vision. It’s important to communicate this from the onset and to constantly direct that towards the goal. Make them feel like they are part of the business and not merely hired hands.

3. Praise: It is in people’s nature to want to be appreciated, show your appreciation from anything as simple as a verbal acknowledgement to a bonus in pay.

4. Feedback: provide constructive criticism as necessary but be sure to throw in some great praise in between for the good points and the potential you see your employees reaching.

5. Management: have an open door policy in general; make yourself a resource and not just a manager of human resources. Become a model of that performance from which you want your employees and team to achieve.
Simple right? So is creating a fitness regimen, easy on paper, trickier in practice. But the more you do it, the better you become for yourself, for your employees, and for your business.


==============================================================
12 Tips and Reminders for Team Members To Enjoy Their Team Experiences More
By Kevin Eikenberry

Warning: The ideas that follow work. Don’t be fooled by their simplicity. For experienced team members and team leaders some of these tips may seem obvious. Sometimes however it is the obvious things we forget about or don’t apply. As you read the list think about your past experiences and determine which of these ideas would have made your team experiences more effective and productive.

1. Know your roles, purpose, boundaries and resources. Teams need to first know their purpose, the role of each team member, what they are responsible for (and what is outside their scope) and what resources they have at their disposal. Once they know these things they need to remember them! Team Leaders can help by setting a clear purpose up front. The team can build processes to keep their roles and scope in focus. And as a team progresses, the resources required may change. Teams should try to succeed with their original resources, but should engage the team leader to provide additional resources when needed.

2. Assume the best about people. People on teams will do and say things you don’t understand or agree with. Always start from an assumption that their motives are team-based and their goals are consistent with team goals. Too often a comment or action will be misinterpreted leading to rifts, factions and dysfunctional behaviors. If you don’t understand a person’s perspective or comments, ask them for clarification rather than making your own assumptions based on your biases.

3. Be patient and caring. Teams sometimes need time to get going or get unstuck. As a team leader or any member of the team, be patient. Individual members of the team might not get on board with an idea or decision as rapidly as you so be patient and give them some time.

4. Maintain a sense of urgency. Patience is important, but teams also need to maintain a sense of urgency. Too often teams get bogged down in the process, spend too long on small points, or languish for any number of other reasons. Give the team time to work things out, but always keep the timeline in mind and move towards completion.

5. Take time to plan your meetings. Want the best way to increase the productivity of your team? Spend more time planning your meetings. Meetings cost time, money and emotional and physical energy. Improve the return on that investment by having clear objectives and plans for every meeting and by letting everyone see that plan (agenda) before the meeting so they can be prepared to succeed.

6. Be willing to ask for and accept help. Being on a team means being a part of the team. Be willing to ask for help on a particular task or decision. When help is offered don’t be proud - let people help. It will build relationships and help the team succeed more quickly.

7. Share. Your ideas, your thoughts, your experiences. Sharing these things are critical to a team developing synergy. Without the willingness to share, a team is just a collection of individuals. And as the work is completed, be willing to share the accolades and success as well.

8. Be willing to give feedback. Sometimes people will do something that bothers you or other team members. Be willing to give the person feedback on their behaviors. Equally important, when people shine or have done something very valuable, let them know that too! Effective timely feedback helps a team avoid breakdowns and provides the information needed for continuous improvement.

9. Fix the problem, not the blame. Problems will occur. Use them as a way to assess progress and as an opportunity for learning, rather than as a chance to assign blame. After learning what can be learned, let the situation go and focus the team’s energies forward, not on the problem or issue.

10. Involve the right people at the right times. Sometimes teams need outside help and expertise. Go get it! Get the right people involved to make decisions and the right people involved to implement those decisions.

11. Keep the big picture in view. Teams often get lost in procedures, small problems or on any other sort of "rabbit trail." Don’t lose track of the big picture. Remember the goals and purposes for the team and continue to bring yourself and the team back to those purposes. Keeping the big picture in view will smooth out many of the bumps in a team’s road and reduce the time and effort required to reach success.

12. Be proactive. These tips are for team leaders but not just for team leaders. Everyone on a team has a responsibility for team success. Be willing to ask the hard question, encourage the team to have better meeting planning, give the feedback and more. Highly effective teams are made up of highly effective, proactive team members.

As I mentioned at the top of this article, think about which of these tips you could apply with the greatest immediate impact. Resolve to take the appropriate action based on that determination and you will be taking positive step towards more effective teamwork.

Kevin is the President of The Kevin Eikenberry Group, a learning consulting company that helps their Clients reach their potential through a variety of training, consulting and speaking services.


==================================================================
A "Must Do" Tactic to Improve Your Team Motivation Skills
By Alan Fairweather

Has this ever happened to you? You go to speak to your boss, or a colleague, a friend or even someone in your family and you feel they're not listening. How does that make you feel - not very good I suspect.

When I bring this up in a team motivation seminar, some managers start to feel a litle bit uncomfortable.

If you want to motivate and have a good relationship with the people in your team, your customers, colleagues, friends and family, then you need to be a good listener.
You need to look and sound like you're listening. When face to face you need to look interested, nod your head and keep good eye contact. Over the phone you need to make the occasional - "Uh-Huh - I see."

I've seen managers, when faced with a problem from a team member, start to do something else, like work on the computer. I've also heard managers say - "It's okay, I can do two things at once, I can listen to you and work on the computer."

Maybe you can, but the message your team member gets is - "My problem isn't that important, my manager just isn't interested."

When you're spending time with people you need to give them your full attention. You need to look them in the eye, concentrate on them and make them feel that what they say is important and deserves your attention.

As well as looking interested in your team member's or your customer's problem, it's a good idea to write it down. I've fallen into the trap of thinking - "I'll remember that when I get back to the office and I'll check on it." However, one person I was with said - "You wont do anything about what I've said Alan because you wont remember it." From that point on I wrote things down.
It's also a good idea to paraphrase - to repeat back what the person has said to ensure your understanding and let them know you've been listening.

It may seem like a simple thing but it's very important to use names. You could say in response to a problem from a team member - "I'll speak to the accounts department about that."
Its far better to say - "I'll speak to the accounts department about that Susan, thank you for bringing it to my attention." That's a much better way for a motivating manager to act.

A person's name is one of the warmest sounds they hear. It says - "I recognize you as an individual." However, don't overdo it as it may come across as patronizing.

So just some food for thought - many people believe that to be a good motivator you need to be a good speaker when in fact - you need to be a great listener.

Discover the "3" Secrets of team motivation. Alan Fairweather - "The Motivation Doctor" -is the author of "How to get More Sales by Motivating Your Team" To receive your free newsletter and free ebooks, visit: www.howtogetmoresales.com

Competing against the best

February 6, 2006 @ 2:56 pm

Edit This Filed under: customer, Customer evangelism

Your competitor is recognized as the best in your industry, with the best product and the best service.

Your competitor has strong word of mouth and what seems to be an endless stream of evangelism.

Just how are you supposed to compete with that?

That's the challenged posed by Yountville, Calif.-based French Laundry, which many people consider the best restaurant in the United States. After spending some time in Northern California last week, I had the incredible good fortune to see first-hand how the French Laundry rules the high-end food chain of the restaurant business.
The French Laundry does not feed the masses. It's a single location, and you'll find it in a neighborhood of homes in a well-groomed small building that many probably mistake for a house. There's no visible sign, just a preponderance of cars parked in the street nearby. Each night, it only serves about 70-80 people, whose dining experience lasts 3-4 hours. It takes at least two months to secure a reservation.
With multiple James Beard awards and best-of designations under his belt since opening in 1994, chef and proprietor Thomas Keller has established an influential reputation via the evangelism of critics and customers.
About an hour away in Healdsburg, Calif., is Cyrus. It's also situated among the wealthy enclave of wineries and tourists who travel with generous credit limits. Like the Laundry, Cyrus also serves about 70-80 people per night over the course of several hours. Its chef is very talented but less well-known.
Operating restaurants like Cyrus and French Laundry is expensive, especially when 500-700 plates of food are reaching some 70 diners, and each table is occupied by one set of customers the entire night. So here's how Cyrus competes against its biggest and most dominant competitor:
1. Match your competitor's exceptional quality. The food at both restaurants was cooked perfectly and beautifully presented. Both delivered flawless service. By matching the quality of its better-known competitor, Cyrus removes the primary barriers of opposition.
2. Allow your customers to customize. The French Laundry offers three prix-fixe menus of nine courses each. Cyrus allows its customers to choose their number of courses and the dishes.
3. Do something buzzworthy in the first few minutes.As the Cyrus hostess leads you from the bar/reception area, she stops just inside the dining room. There, she picks up a white Zsa-Zsa telephone and says into it: "Chef, the McConnell party is here for table 42. Please send someone out to greet them." It's startling and unexpected. Who calls the chef to say a guest has arrived? It was great theater. Restaurant reviewers can't help but talk about it.
4. Do something buzzworthy again within minutes.Within seconds after being seated, a well-suited server arrives at the table pushing a large cart stocked with champagne and caviar and offers one or both. It's like arriving at a food spa. The immediate availability of food and drink is pretty remarkable and unlike any other dining experience I've had.
5. Work harder to nurture customer relationships. Cyrus co-owner Nick Peyton is also a server at the restaurant. His presentation to a nearby table about various cheeses he was preparing was educational if not entertaining. He spent about 15 minutes at the end of our meal asking about our assessment. He was quite happy to talk about his restaurant's philosophy, too. Then he invited us to tour the kitchen. Our server at the French Laundry (Kevin) was also quite knowledgeable and friendly and invited us to the kitchen. But talking with Nick was like spending time with the CEO.
In a competitive framework, Cyrus meets the high expectations set by its better-known competitor. Being less expensive doesn't hurt Cyrus, but lower price alone does not establish a leadership position. That's why Cyrus stands out with the Chef Phone and champagne & caviar cart. Both tactics and its point-for-point quality certainly had the locals buzzing.

Sunday, February 12, 2006

Achievement Management
How To Achieve Great Results – the Art, Science, and Practice

What Goals are Worth Achieving?

"Nothing limits achievement like small thinking; nothing expands possibilities like unleashed thinking." – William Ward

Goals worth achieving are mission-oriented goals. Channeling your grand vision into a specific direction and action makes the difference between being an idle dreamer and being a person with a mission.

Setting Your Goals
Knowing What You Want

"You can have anything you really want but you cannot have everything you want

What Goals are Worth Achieving?Goals worth achieving are mission-oriented goals. Channeling your grand vision into a specific direction and action makes the difference between being an idle dreamer and being a person with a mission.

"The achievement of one goal should be the starting point of another" - Alexander Graham Bell


Effective Goals are:

Stretching, but
Achievable

Some Criteria for Setting Your Goal:

What personal qualities or skills do you need to accelerate your business or personal success right now?

What obstacle (internal or external) is preventing you from achieving what you want?

If you had it, what quality or skill would benefit you and the other key people in your life, whether at work or at home?

What have you observed or heard or sensed in others that you wish you had for yourself?

What is something that when you consider the possibility of having it you feel really excited or emotional, i.e. what is something to which you already feel really attached, something that is compelling in its attraction for you?

--------------------------------------------------------------------------------------------
There Is No Failure – Only Feedback
Failure is not an accident - it's the result of interactions in a system. It has structure and sequence. NLP teaches you to habitually take a systemic view of things - to look at the different elements in a situation as parts of a system which functions for good or ill.
If things go wrong, don't wait for others to change - start change with yourself. If what you're doing isn't working, do something different. Learning from feedback means that you are more likely to be flexible rather than rigid in your dealings with yourself and others.

Dealing with Failure
How To Avoid Stupid Failures and Grow by Learning from Failures

"Failure is the opportunity to begin again more intelligently"
– Henry Ford

Failure as a Primary Vehicle for Success
"If you give people freedom to innovate, the freedom to experiment, the freedom to succeed, then you must also give them the freedom to fail. According to Deepak Seethi of AT&T, the organization of tomorrow will demand mistakes and failures. It is only by trying lots of initiatives that we can improve our chances that one of them will be a star."6
Failure provides a great learning opportunity and should be viewed as a very lifeblood of success. "Although most people hate to be labeled a failure and love to be labeled a success, it is only through seeming failure that most of life's greatest successes are achieved. Usually, "failure" or "success" is almost entirely in the eye of the beholder... Failure is very often a misperception about the difference between what exists and goes unnoticed (such as growth and learning when we fall short of reaching a goal) and what is realized later (longer term success)."5
Differentiate Between Noble Failure and Stupid Failure
David Pottruck, the CEO of Charles Schwab, says: "The idea that failure is okay is ridiculous. I am not going to go around the company and reward someone for failing. But here at Schwab we differentiate between noble failure and stupid failure."1
Charles Schwab has a set of criteria for defining noble failure. Noble failure occur when:
you have a good plan and know what you're doing, you've thought everything through carefully, and have implemented with sufficient management discipline, that if you look back in review, you'd conclude it was thoughtfully done
you have a reasonable contingency plan to deal with any initial failure and the contingency plan must have been implemented
you need to debrief yourself and ask what you can learn from the experience that will lead your company to be smarter next time.
Charles Schwab journals their failures and lessons they've learned. They maintain also a display of failed innovations and created a videotape for employee orientation. "When celebration of noble failure becomes institutionalized, people within the organization are more willing to reassess earlier decisions1" and take corrective measures.

Preventing Failure
Failure is not an accident – it's the result of interactions in a system. It has structure and sequence. NLP teaches you to habitually take a systemic view of things - to look at the different elements in a situation as parts of a system which functions for good or ill. This system involves people and a sequence of events, thoughts, feelings, actions and interactions. "Once you understand how the system is working – for or against you – you have a means of structuring things differently in the future, so you can avoid 'failure' again."2

Case in Point: Abraham Lincoln
Failed in business in '31. Defeated for the legislature in '32. Again failed in business in '34. Sweetheart died in '35. Had a nervous breakdown in '36. Defeated in election in '38. Defeated for Congress in '43. Defeated for Congress in '46. Defeated for Congress in '48. Defeated for Senate in '55. Defeated for Vice President in '56. Defeated for Senate in '58. Elected President in '60... This man was Abraham Lincoln.
Case in Point: Microsoft
Many costly Microsoft product failures provided the learning and opportunity for development of many of Microsoft's biggest successes. Examples include:
Many apparently wasted years working on a failed database called Omega resulted in the development of the most popular desktop database, Microsoft Access.
Millions of dollars and countless hours invested in a joint operating system project with IBM that was discontinued led to the operating system Windows NT.
A failed multiplan spreadsheet that made little headway against Lotus 1-2-3 provided learning that helped in the development of Microsoft Excel, an advanced graphic spreadsheet that leads the competition.4
Case in Point: Jacuzzi
"In the 1950s the Jacuzzi brothers invented a whirlpool bath to treat people with arthritis. Although the product worked, it was a sales flop. Very few people in the target market, sufferers from arthritis, could afford the expensive bath. So the idea languished until they tried relaunching the same product for a different market – as a luxury item for the wealthy. It became a big success."6

Case in Point: Dell Computer Corporation
"At Dell, innovation is all about taking risks and learning from failure," writes Michael Dell7, the Founder & CEO of Dell Computer Corporation. "Today, we're well known for inventory management, logistics, supply chain management, and such, but that wasn't always the case. Back in 1989, we had a very large disaster – large, at least, for the small company we were at the time. The personal computer industry was making the transition to a new type of memory chip, and we found ourselves stuck with far too many of the old kind. That was a costly mistake, and it took us about a year to recover, but we learned from it. The failure led us to develop a new way to manage inventory, and we went from being last place in the minor leagues to where we now win the World Series every year."


Pearls of Wisdom
East

Failure is the foundation of success, and the means by which it is achieved.
Lao Tzu

Be not ashamed of mistakes and thus make them crimes.
Confucius

Freedom is not worth having if it does not include the freedom to make mistakes.
– Mahatma Gandhi

Many people dream of success. To me success can only achieved through repeated failure and introspection. In fact, success represents the 1% of your work that results from the 99% that is called failure.
– Soichiro Honda

West

In the West, our fixation on success discourages us from risk taking because it values success over learning, and it abhors failure whether we learn from it or not.
– Parker Palmer

That which does not kill us makes us stronger.
– Marlon Brando

Sometimes life hits you in the head with a brick. Don't lose faith.
– Steve Jobs, Founder, Apple Computer

I have not failed 700 times. I have not failed once. I have succeeded in proving those 700 ways will not work. When I have eliminated the ways that will not work, I will find the way that will work.
– Thomas Edison

I have learned throughout my life as a composer chiefly through my mistakes and pursuits of false assumptions, not my exposure to founts of wisdom and knowledge.
– Igor Stravinski

Once you embrace unpleasant news not as negative but as evidence of a need for change, you aren't defeated by it. You're learning from it.
– Bill Gates


There is No Failure – Only Feedback

How do you react when, in your opinion, things go wrong? Do you:
persist in doing the same thing over and over until, if ever, you get it right? or
think it over and decide what you can do differently for a better result next time?
Don't wait for others to change – start change with yourself. If what you're doing isn't working, do something different. Learning from feedback means that you are more likely to be flexible rather than rigid in your dealings with yourself and others.


Turning Failures into Opportunities: The Three Steps
Get rid of all negative emotions – and lean: There is no failure, only feedback!
"I have not failed 700 times. I have not failed once. I have succeeded in proving those 700 ways will not work. When I have eliminated the ways that will not work, I will find the way that will work." – Thomas Edison
Go into a fresh-start mindset – more intelligently: Given the situation you are in now as a starting point, consider various options: what opportunities for and a roadmap to ultimate success can you see or imagine?
Take different views of the situation: Having looked at the scene from your view, look at it from different perspectives, try each of these views:
an optimist's view;
a pessimist's view;
an anarchist's view;
an architect's view;
a child's view;
a poet's view;
a strategist's view;
a competitor's view;
a customer's view;
a supplier's view;
Salvador Dali's view;
Charles Darwin's view.


=================================================================
Self-Motivation

You can achieve everything you have ever wanted to have, experience, or become. The power has and always will be within you, but nothing will happen until you get and stay motivated to make something happen, to change your life and achieve your desires.

NLP Solutions: Creating Well-Formed Outcomes
Identifying and establishing well-formed outcomes is the starting point of your journey to success. The intended outcome should not be negative (something you would like to avoid), it should be positive (something you do want to achieve). Focusing on a positive outcome creates a much more engaging concept and gives you a clear indication of your commitment. "If you don't make the choice for yourself in any aspect of your life then, by default, someone else will make it for you."1
Achieving Progress by Applying 80/20 Principle
The 80/20 Principle asserts that a minority (20%) of causes, inputs or effort usually lead to a majority (80%) of the result, outputs or rewards. A few things are important; most are not. 80/20 Principle is inherently optimistic because it reveals a state of affairs that is seriously below what it should be and shows the direction towards a better state. To achieve progress and multiply your output, you must give power to the 20% of resources that really matter in terms of achievement, and get the remaining 80% up to a reasonable level. "Progress takes you to a new and much higher level. But, even at this level, there will still typically be an 80/20 distribution of outputs/inputs. So you can progress again to a much higher level."5...More
Delivering Achievements through Coaching
Coaching brings more humanity into the workplace. "Effective coaching in the workplace delivers achievement, fulfillment and joy from which both the individual and organization benefit:"4 Achievement means "the delivery extraordinary results, organizational and individual goals achieved, strategies, project and plans executed. It suggests effectiveness, creativity, and innovation. Effective coaching delivers achievement, which is sustainable. Because of the emphasis on learning and because the confidence of the player (the coachee) is enhanced ('I worked it out for myself!') the increase in performance is typically sustained for a longer period and will impact on areas that were not directly the subject of coaching."4

Emotional Intelligence (EI)
"Emotional Intelligence" refers to your capacity to recognize your own feelings and those of others, for motivating yourself and for managing emotions well in yourself and in your relationships. "It describes abilities distinct from, but complementary to, academic intelligence, the purely cognitive capabilities measured by IQ. Many people who are book smart but lack emotional intelligence end up working for people who have lower IQs than they but who excel in emotional intelligence skills."3...More
Effective Management: Strategic Achievement
The two interwoven parts of strategic achievement are formulation and implementation. While both parts are essential to achieving superior organizational performance, the implementing strategy is where most companies succeed or fail.

"To be effective, a leader must successfully influence the way people influence themselves" -
Charles S. Mans & Henry P. Sims, Jr.

Super-Leadership:
Leading Others to Lead Themselves


Why Super-Leadership?
Super-leadership is a new form of leadership for the era of
knowledge-based enterprises distinguished by flat organizational structures and employee empowerment. A super-leader is one who leads others to lead themselves through designing and implementing the system that allows and teaches employees to be self-leaders.
"The function of leadership is to produce more leaders, not more followers" (Ralph Nader)
Empowered Self-Leadership
The best organizations have a theory and practice of leadership that subscribes to and promotes the concept that leadership exists at all levels within the organization. "Everyone provides leadership for those responsibilities that have been assigned to them. For the the highest performing organizations, even the lowest-ranked staff within an organization must assume leadership and attention to detail for their responsibilities in a manner similar to the most senior and powerful2".
With super-leadership, followers are treated - and become - self-leaders.


Key Benefits of Super-Leadership:

high team performance and flexibility
high follower development and self-confidence
high team creativity and innovation
high long-term performance
high ability of the team to work independently in absence of leader

The Top Ten Ways to Stay Focused on Your Objectives

People often ask me what I think are the most important keys to achieving successful outcomes. There are many, but the one thing that I see as being the most essential—and often ignored—is consistency.

Any worthwhile, challenging goal requires sustained effort. Doing the things necessary for a day or two isn't hard. Where most people fall down is in stringing those days together and thereby creating the progress, the momentum, and ultimately, the successful accomplishment.

What follows are ten ways to maintain your focus, your energy and your optimism while pursuing your goal. They've worked for me and they'll work for you. When I've employed all of these components, I've never failed to achieve my intention.

1. Have Powerful Reasons. With a strong enough reason you can and will find the how and the wherewithal to achieve your reward. Reasons plus belief keep you motivated. When you're excited about your goal, it doesn't seem like work. If you're not excited, your efforts will require more discipline and energy. Make sure it's YOUR goal. Make sure it excites you. And then act enthusiastically.

2. Write Your Objectives Down. This is a critical step. Don't think it, ink it. When you write your goals down, they appear not only on paper, but they become indelibly written upon your consciousness.

3. Visualize. "See" your objective already in existence. Nothing can withstand the power of a clear, multi-sensory vision of what you are intending. What does it look like? What will people be saying about it? How will you feel? The more detailed and "real" you can make your vision, the more powerful it will be. It will operate like a magnet and draw forth all kinds of things you never thought possible.

4. Affirm Your Success. Speak your goal into existence. An affirmation is a present-tense, positive statement of your intended outcome. I now have achieved ______________ (fill in the blank). The more sensory rich you can make your affirmations, the more effective they will be. All of these techniques help you to feel the presence of your objective and build belief.

5. Make a Plan of Action. To achieve and stay focused upon your objective, create an action plan. What are the steps you will take to get you from where you are to where you want to be? Your strategies will likely change as you go along, so set your goals in concrete and your plans in sand. Keep your eye on the goal, but remain flexible in your path to it.

6. Measure Your Progress. You can't change what you don't measure. Create mechanisms that will allow you to see your progress. Use charts. Log your actions. Use anything that will encourage you by allowing you to objectively track your progress. We all need feedback—it's the breakfast of champions.

7. Maintain a Support System. Have a Master Mind Group. Use the Buddy System. Surround yourself with people who will encourage and challenge you. Be accountable to someone other than yourself. Read positive books. Review past successes.

8. Focus On Only a Few Goals at a Time. You can achieve anything you desire, but not EVERYTHING you desire. Concentrate your efforts and your energy on just a few. I might have dozens of goals and projects, but I keep three key goals in the forefront of my mind.

9. Take Action Every Day. An important objective warrants daily attention. A 400-page novel is not written all at once. To many, writing a 400-page novel would be overwhelming. But a little over a page a day will get it done in a year. Every goal can be broken down into doable tasks done consistently.

10. Celebrate Your Milestones. Mark your successes and acknowledge yourself for your progress. As you achieve one goal, you can see better and believe more easily in the accomplishment of others. You deserve to succeed and you deserve to celebrate your successes.

Steven Miranda on Overcoming Resistance to Change

Published on November 21, 2005

Lucent Asia’s former HR head and visiting Sasin professor talks to KI Woo about executing change.

As Thai companies strive to be more globally competitive, the need to implement change effectively is readily recognised as a necessary strategy.
However, as these companies and organisations begin implementing change processes, many of them face hostile confrontation from entrenched organisational structures and legacy-ridden corporate cultures.

Recently, Steven Miranda – a visiting ChulalongkornUniversity Sasin BusinessSchool professor – told The Nation that entrenched hierarchies in many organisations often made change a difficult process, especially if experts were brought in from the outside.

“Change is complicated because many people tend to overvalue what they currently have,” he said.
Consequently, when new processes are introduced many people tend to think that the existing structure, the existing team and the current way of doing things are invaluable to the organisation. “At the same time, they tend to undervalue any proposed changes,” Miranda said.

Miranda, who spent more than two decades with AT&T and its Lucent spin-off – including a final stint as Lucent Asia’s HR head, where he was responsible for all the human-resource aspects of more than 11,000 employees throughout the region – said that anyone experiencing major life changes underwent a similar process. “For instance, anyone contemplating marriage or awaiting the birth of a first child usually experiences a lot of anxiety prior to the event.”
However, he added, once the event occurs, the results were usually quite different from what was previously feared. “Oftentimes the results are better than expected.”

Miranda teaches several courses a year at Sasin’s MSc in Human Resource Management Program on behalf of the US-based Society for Human Resource Management (SHRM), which is headquartered in Alexandria, Virginia. “We are Sasin’s partner in offering their graduate HR program,” he said.

Currently, he serves as the SHRM’s chief human-resource and strategic-planning officer. “The SHRM is the world’s largest association devoted to human-resource management and currently has more than 200,000 individual members worldwide in more than 100 countries,” he said.

To implement change effectively, particularly for an entrenched organisation, Miranda said the most critical element was management’s genuine desire to implement any changes.
“Management must clearly communicate the strategic goals of the proposed changes and – most importantly – motivate the people in the organisation to accept and implement the changes.”

Miranda also said that companies should not try to radically change an existing culture. “The organisation should initially focus on changing a couple of major items and ensure that the culture gradually moves toward a different direction,” he said.

According to Miranda, most companies seek to implement change when they realise that what they are doing is not working. “However, at the same many of them don’t have a clear vision of what they want to change into.”

The most critical step for any organisation contemplating change, he said, was taking the initial step to start the project. Miranda also said that it was not necessary to have an ideal solution in mind before a company embarked on any change process. “I think that is something the organisation must work towards.”

As with life itself, Miranda said that change was a whole discovery process. “It’s a matter of taking the first step, but we should have some type of end in mind.”

The entire change process, he added, was a matter of discovery as you go along. “Leadership is the ability to take what you know and then figure out what you have to do to close any gaps.”
Great leaders, in his view, also have the ability to develop and implement innovative ways to accomplish the overall objective.

Saturday, February 11, 2006

The Dance of Creativity
November 5, 2001


Choreographer Mark Morris is famous for his boundless talent and versatility. But what can business leaders learn from him? In this interview excerpt, Harvard Business Review senior editor Diane L. Coutu finds out.

by Diane L. Coutu


To understand how a manager might approach the challenges of genius, senior editor Diane L. Coutu recently visited choreographer and dancer Mark Morris at his home in Manhattan. If anyone deserves the label of genius, it is Morris. At an age when most children are still trying to color within the lines, he was already choreographing dances. By 15, he had composed his first ballet. In 1980, he formed the Mark Morris Dance Group—a collection of often unconventional-looking dancers who, in 1988, were invited to become Belgium's national dance company. There, Morris created some of modern dance's most enduring works. When he returned to the United States in 1991, Morris was awarded a MacArthur Fellowship (popularly called the "genius grant"), and today the Mark Morris Dance Group is widely considered to be the most exciting company in the business.


In a three-hour conversation, Morris talked about the realities of living with genius—from the inside as well as the outside.

Coutu: "Creativity" is the hottest buzzword in business today: Everybody wants to be creative, not just artists. Is something forced about this push for creativity?

Morris: Oh, it's all so completely phony. Look at education: There's this horrible homogenization going on—everybody has got to be special. So if it's somebody's birthday in grade school, then you have to celebrate everybody's birthday, all year long. Everyone gets absolutely equal treatment; nobody is allowed to stick out—whether it's because they are behaving badly or are brilliantly smart. Everyone has to be of equal value intellectually, artistically, and creatively; it makes me want to scream. There's this irrepressible drive toward mediocrity; everything seems to be degenerating into a kind of middlebrow "world-class." Singers like Charlotte Church, bless her little heart and love her, and Andrea Bocelli are important for popular culture. But come on, these people are not world-class singers, and they will never be. I'm sorry. The very designation "world-class" drives me nuts.

Q: Do you think businesspeople can be creative?

A: They can, but it's important to distinguish between creativity and art. The most common form of creativity is problem solving: You can't get the truck through the tunnel, so you let the air out of the tires. I presume that businesspeople are very good at this kind of creativity, which is also important in dance. If I keep running into you on stage, I have to figure out what I'm doing wrong.
By contrast, art depends on whether you can invent something from very little. That's the way it is with me. I can make up a dance just by listening to music. I can invent an entire canon of works that didn't exist before. Of course, skill and learning are also involved, but art goes beyond skill.

Q: In the creative process, do you ever seek advice or feedback from other people?

I think the reason we're so popular with audiences is that we don't lie or bluster.
—Mark Morris

A: I talk to my friends. But there's a lot that I don't talk about because it's not word stuff, it's dance stuff, and dance is communicated primarily nonverbally. Of course, on some pieces, my very, very close advisers and friends have said to me, "Mark, the ending is wrong. You're cheating everybody."
And then I really did think about what they said. A few times, I even tried another ending because of what I heard. But invariably the new ending was retarded in some way: For instance, everybody started laughing at a part that was so not funny to me. So even though I do listen to other people's opinions, over the years, I have come to trust my own instincts more.

Q: How much do you consider your audience when you make a dance?

A: A lot. After all, I'm in the entertainment business, and we are putting on a show. For me, dance is quintessentially a theater thing, we're all about pretense. We dance wearing makeup and costumes. We try to please people. And yet, paradoxically, I know that if I try to make up something just to wow an audience, I'm doomed to fail. It just doesn't work. Indeed, if I find myself trying too hard to tweak and adjust things in order to deliver a message to please a particular audience, then I know something is wrong. I don't create a Protestant or a Catholic dance. I just do a dance—and let the audience take away from that whatever they want. There is a quotation I love that says, "My work isn't for everyone, it's for anyone." That is so true for me.

Q: What do you think accounts for your company's success?

A: I think the reason we are so popular with audiences is we don't lie or bluster. We don't inflate ourselves. The dancers dance honestly—that's the best thing I can say about them. Indeed, one of the things I scream about the most is "fake, fake, fake," or "chicken, chicken, chicken." I want the dancers to reach a level of authenticity that is surprising—not only to audiences but also to themselves. In the end, we have to mean what we're doing or else it's all worthless.
That's the point about genius, really. It involves both skill and honesty. Consider Maria Callas, whom we all loved and adored even though she was singing so horribly flat half the time. Yet she had this terrific authenticity. Horowitz made lots of mistakes playing the piano, but it worked because it's not about playing note perfect. That doesn't mean that you have to be touchingly imperfect to be a genius, but you do have to be real. And that's the essence of my company: We are real people who are incredibly skilled.

Excerpted with permission from "Genius at Work," Harvard Business Review, Vol. 79, No. 9, October 2001.


==================================================================

A Master Class on Emotion

As an artist, Mark Morris is a master at communication. At a time when executives are being told that they must constantly—and authentically—communicate their ideas and feelings, Morris has much to teach us.

"One of the most important things I've learned in my work is that you don't get emotional to communicate emotion. A fabulous mezzo-soprano friend of mine once told me that the last way to make people cry is to cry yourself. You can't cry when you're singing because you get all choked up and everything shuts down. Deep communication is not an emotional free-for-all.
That's why I, personally, am opposed to the method school of acting, where actors are encouraged to immerse themselves in their feelings. I think self-expression is terribly overrated; I prefer communication. Of course, it may be fun for a three-year-old to spin and spin until she falls down, but it gets a little irritating if you're the uncle watching. That's not communication, it's something else. The same is true of a lot of music, which is why most garage bands are still playing in garages.

A lot of people don't understand that controlling emotion is an essential part of any performer's bag of tricks. Here's a beautiful example of what I mean. I was once in Tokyo and we were bumped from the plane and forced to spend the night near a mall at the outskirts of the city. One shop had a display of about 1,000 TVs for sale. On every one was the same image: a geisha crying with a handkerchief. I watched this picture for several minutes. I couldn't believe how moving it was, this woman painted white and crying. After a few minutes, the camera came in for a close-up, and I realized that the crying geisha was a puppet, it was a chunk of wood that a 75-year-old guy was manipulating. It made such an impression on me that I have never forgotten it. When it comes to emotion, you see, mastery—and not indulgence—is everything."


Excerpted with permission from "Genius at Work," Harvard Business Review, Vol. 79, No. 9, October 2001.

Friday, February 10, 2006

The CM Checklist
The table below describes each of the components of the CM Checklist, answering why the element is important and providing keys to be successful.

Change management planning

Why is this element important?

Use of a proven methodology, process and tools was cited as the number two contributor to success in the 2005 best practices benchmarking study
Further analysis of the data shows a direct correlation between the use of a structured methodology and change management effectiveness
More people are using a structured approach – up from 34% in the 2003 study to 55% in the 2005 study


Keys to implementation

Use a structured and planned approach
Ensure that you have the necessary resources
Begin your change management activities at the beginning of the project, not as an afterthought or add-on

Change management readiness

Why is this important?
Assessments let you know where you are today
Assessments signal what you need to do next
The ‘right’ amount of change management depends on both the change you are implementing and the groups that are experiencing change

Keys to implementation

Don’t assess for the sake of assessing – be sure that the outputs of any assessment you do are going to give you important insights and impact your future actions
Customize your change management strategy and plans to fit with the specific change you are managing

Sponsorship

Why is this important?
Sponsorship was cited as the number one success factor in each of the last four benchmarking studies, over seven years of research with more than 900 participants from 59 countries around the world
In the latest study, nearly half of all participants rated their sponsors' understanding and execution as moderate to poor

Keys to implementation

Don’t assume your sponsors know what it means to be an effective sponsor of change – there are often gaps in sponsor knowledge
Sponsorship is more than signing a name at the bottom of a project charter; it involves active and visible participation with the project team, employees and other senior leaders

Communication

Why is this important?
Communication (while not the only element of effective change management) will be critical for building awareness and desire to change throughout the organization
Effective communication was cited as the number three critical success factor in the 2005 study

Keys to implementation

The most effective communication is face-to-face, as identified in the last two benchmarking studies – don’t rely exclusively on ‘broadcast’ forms of written and electronic communication
There are two key senders of change messages – senior business leaders (messages about the impact of the change on the organization) and immediate supervisors (messages about the impact of the change on the individual - What's In It For Me or WIIFM)

Coaching

Why is this important?
The role of immediate supervisors during change is critical – they are the preferred sender of messages about how the change impacts an individual and they play a central role in identifying and managing resistance
Middle managers were cited as one of the main resistors to change in the last benchmarking study – engaging them as coaches helps to address some of the main causes of manager resistance

Keys to implementation

As with sponsors, don’t assume that managers know what it means to be an effective coach – even some of the best managers are not effective change managers (without the knowledge and support you provide)
Give coaches the information they need to be the senders of key messages about how the change will impact individuals

Resistance

Why is this important?
Resistance to change by employees and managers has been cited as the top obstacle to project success in the last two benchmarking studies
The most common reasons for resistance are not tied to the solution you are implementing – they are often related to the current state and the (mis)information in the organization

Keys to implementation

Be proactive about managing resistance, identify what it might look like and where it might come from
You can often prevent or mitigate the most common causes of resistance by simply thinking through your change management activities earlier in the change lifecycle

Reinforcement

Why is this important?
If people revert back to the old way of doing things after implementation, you have not only wasted time and resources but your solution does not generate the benefit (or ROI) that you expected
Reinforcement is often overlooked on many change efforts

Keys to implementation

Reinforcement keeps changes in place – it is the bridge between the period of change (the transition state) and how things will be done after implementation (the future state)
Be proactive, systematic and explicit when developing the mechanisms to reinforce the change
Engage sponsors and coaches – they will be keys to creating the expectation that change will be maintained


Key takeaways

Be proactive about managing change

Don’t wait until it is time to ‘go live’ – you can accelerate change and minimize the disruption by thinking ahead
Be systematic about managing change
The people side of your change is too important to be left up to chance
Would you manage a project haphazardly? Then why would you try to manage change this way?
Be complete when managing change
There are several different dimensions where completeness is required:
The organizational tools you use to manage change
The timeframe for applying change management
The different groups involved with effectively managing change

Change management IS NOT:
Just communication
Just addressing resistance
Just training
Just sponsorship
Just assessing
Just identifying and mitigating risk
Just informing people

Change management IS:
A holistic approach to accelerating change adoption in an organization
Understanding individual and organizational change, and what tools you have to influence change
Defined: the process, tools and techniques to manage the people-side of business change to achieve the required business outcome, and to realize the business change effectively within the social infrastructure of the workplace.


Thursday, February 09, 2006

Egos, emotions, and errors

16 Jan 2006 Dan Bobinski

It's sad, really. After so much research on the benefits of Emotional Intelligence, too many managers and leaders continue to ignore the facts. They're stuck in their old patterns of intimidation and coercion, demoralizing employees and creating attitudes of grudging compliance.

Consider this interaction that occurred recently at a high-level meeting:

Manager: Wouldn't it be a good idea if we got input from our more experienced technicians on how to implement this new solution?

Senior Executive: I'm not going to waste my time with that. I'm the bottom line authority here, and if I say 'do it,' I expect the project to get done. Now go get this project implemented.
According to the manager that related this scenario to me, the senior executive was popping his veins. He was truly upset that anyone would challenge his right to dictate what was going to happen.

Emotional Intelligence means being intelligent about the emotions, values, and expectations of all concerned and making the best decision based on those observations.

Using this definition, the senior executive in the above example showed no emotional intelligence whatsoever. He firmly believed that simply because he held a senior position, he could throw his ego (and his title) around and people should do what he wanted.

What people want is to have input into important decisions
Granted, the executive certainly had the right to make such a decision. In fact, such an approach can be quite efficient; but it's rarely effective. The long term consequences can have a tremendously negative impact. People can become apathetic or grudgingly compliant toward what they're being told to do. What people want - especially those with solid knowledge about their profession - is to have input into important decisions.

Unfortunately, some leaders and managers don't care. They don't think about how people might lose commitment and stop investing their best efforts. They don't realize that people want to give input and feel like their opinions matter.

The result? Wasted resources. Missed opportunities. Less effective results.

Consider Marie, a mid-level supervisor for a national hotel chain. She's been with her company seven years, and each year her performance review noted that she'd gone over and above the call of duty in providing exceptional customer service.

Unfortunately, after tearing some ligaments during a horse-riding accident, Marie needed surgery. Upon informing her boss that she might need to be off work for six weeks, Marie received a shock. "I don't know if I can hold your job that long," her boss blurted out. No attempt was made to ask if Marie thought she could contribute while she was out. Just a blanket statement that her job might be in jeopardy.

"It's hard devoting yourself to people with power issues," Marie told me. "They have to be in control all the time." She went on to tell me that she'd had a plan to help through telecommuting, but after her manager bowled her over, she felt like giving up.

Essentially, it's a huge mistake to ignore the intellect and motivations of people. The idea that employees can't contribute to problem-solving is an error. A manager's or leader's ego may insist on the right to dictate actions, but the true impact of that often creates more damage than the action seeks to solve.

The point to remember is Emotional Intelligence is learnable. All that needs to happen is for managers and leaders to see the benefit of doing so.

Perhaps a financial benefit might provide motivation for some. Consider two managers who didn't get along. Although the company was profitable, egos reigned and production wasn't optimal. When company leaders and managers underwent training in Emotional Intelligence, it sunk in, albeit slowly. Six months after the program, one of the leaders approached me with the following:

"It used to be that I didn't care what happened in [the other person's] department. But after the training I realized that we simply had different work styles. So I chose to work with this guy instead of against him, and together we now make decisions that save the company more than $20,000 per day."

Twenty thousand per day? Even if they do that only five days a year, the payoff is huge.
What it takes is managers seeing that ideas and solutions other than their own need to be considered. They have to set aside their egos. They need to want to learn. And they have to be willing to choose new patterns of employee interaction.

It's possible. I see it all the time. And it's the intelligent thing to do.

The Real Power Model consists of six stages of power. The stages are cumulative, with each building upon the other. According to this model you re-experience the stages at various times in your life. Each time you revisit a stage you experience it in a deeper way. Think of your life as an ever widening spiral.


According to this model, as you develop you move from stages of external power to stages of internal power.

External:
Stage 1, Powerlessness
Stage 2, Power by Association
Stage 3, Power by Achievement

Internal:
Stage 4, Power by Reflection
The Wall
Stage 5, Power by Purpose
Stage 6, Power by Wisdom

Personal power in organizations increases when leaders have both external and internal power and when people begin leading from their souls rather than positions of authority.
If you would like to purchase a self scoring profile that measures your stages of personal power


The first half (Stages 1-3) of the leadership journey

External power (the capacity to act) is represented by confidence, competence, expertise, titles, success, degrees, stature, money, self-esteem and recognition.
Marshaling resources
Meeting goals
Managing people
Making things happen
Achieving cultural success
Making a living

The second half (stages 4-6) of the leadership journey
In the second half of the journey we integrate external power (the capacity to act) with internal power (the capacity to reflect). Internal power emerges out of our inner self, our souls, our deepest values, and is more related to who we really are and what our life purposes are.

Finding meaning and a sense of calling in our work
Exploring our inner passion
Creating long-lasting effects
Rooted in spirituality, community and connectedness
Making a living work
Learn about soulful leaders
Who are no longer limited by their own minds and imaginations
Who have the courage to significantly change the world for the better
Who face their shadows, the parts of themselves that are hidden and that they project onto other people

Learn about the requirements of soulful leadership
Requires courage
Asks that you let go
Asks that you face your deepest fears
Asks that you relinquish your ego

Discover
Where you are personally and to appreciate where others(customers, colleagues, supervisors and employees) are who may be at a stage different from yours
Stage 1, Powerlessness
Stage 2, Power by Association
Stage 3, Power by Achievement
Stage 4, Power by Reflection
The Wall
Stage 5, Power by Purpose
Stage 6, Power by Wisdom

Jim Collins and Level 5 Leadership

03 Jan 2006 Des Dearlove & Stuart Crainer


Jim Collins, ranked #6 in the Thinkers 50 2005 ranking of management gurus, is best known for his highly influential books Built To Last: Successful Habits of Visionary Companies (1994) co-authored with fellow Stanford academic Jerry Porras and recent bestseller Good To Great: Why Some Companies Make the Leap…And Others Don't, (2001).

In his latest book, Good to Great, Jim Collins examines how a good company becomes an exceptional company. The book introduces a new term to the leadership lexicon – Level 5 leadership.

Level 5 refers to the highest level in a hierarchy of executive capabilities. Leaders at the other four levels may be successful, but are unable to elevate companies from mediocrity to sustained excellence.

Level 5 leadership challenges the assumption that transforming companies from good to great requires larger-than-life-leaders. The leaders that came out on top in Collins' five-year study were relatively unknown outside their industries. The findings appear to signal a shift of emphasis away from the hero to the anti-hero.

According to Collins, humility is a key ingredient of Level 5 leadership. His simple formula is Humility + Will = Level 5. "Level 5 leaders are a study in duality", notes Collins, "modest and wilful, shy and fearless."

Jim Collins spoke to Stuart Crainer.

Do you think we have come to adopt a CEO-centric view of business in recent years?

In general I have had a bias against a CEO-centric view of the world. Leadership answers often strike me as over simplistic and in danger of covering up too many variables. If a company does really well we say it was great leadership; if it doesn't do well we say the leadership wasn't as great as we thought.
Leadership answers often strike me as over simplistic and in danger of covering up too many variables
I see leadership as our version of the dark ages. In the 16th century whenever we didn't understand something – an earthquake or crops failing, or disease – we would ascribe it to God. But then came the Enlightenment and we discovered new areas of Physics, and Chemistry, so we could offer different explanations for earthquakes and crop failures.
In the 20th and 21st Century, when we're looking at the social world, the Man-made world, we are still in the dark ages. This is shown by our predilection for looking for leadership answers. Leadership is to the 20th Century what God was to the 16th Century. If you stop looking for answers that are always either God or leadership you will find other underlying factors.


Has this view of leadership influenced your research?

In our research I've always said let's discount the role of the leader so we can find the other factors. Let's assume there are other things to discover – laws of physics. So going down that path, the Level 5 Leadership finding which came out in Good to Great, was not what I expected to find.
The research team said that the CEOs of these companies had a huge impact on whether they shifted from one level to another, whether they went from the good level to the great level. My reply was that the comparison companies also had leaders, exceptional leadership in many cases, but the companies ended up not performing as well.
But the research team pushed back at me. They suggested that I was looking at this as a digital idea - you are either a great leader or you are not, and that's the critical question. But instead it's much more nuanced.
That eventually led to the idea that leadership is an evolving series of capabilities and levels of maturity. So it's not a leadership or not question, it's a "what stage of leadership" question – and what level of maturity are you.


So this is where the Level 5 idea came from?

Yes. This led to the insight that those companies that over time tend to produce the best most sustained results have the characteristics that we put at Level 5, and other companies tend to have leaders who are stuck at Level 4.
So the answer wasn't leadership; the real answer was, are you a Level 4 leader, or a Level 3 leader, or a Level 5 leader? And that then led to the question "what are those characteristics of the Level 5?"

What were your conclusions?

It came down to one essential definition. The central dimension for Level 5 is a leader who is ambitious first and foremost for the cause, for the company, for the work, not for himself or herself; and has an absolutely terrifying iron will to make good on that ambition.
It is that combination, the fact that it is not about them, it's not first and foremost for them, it is for the company and its long-term interests, of which they are just a part. But it is not a meekness; it is not a weakness; it is not a wallflower type. It's the other side of the coin

Someone who puts the company before most other things?

They are people who will fire their brother or sister to make the company great. They will bet the company. They will put their own lives through the worst of circumstances, if that is what it takes. They will even step away from the CEO role. They will do whatever it takes to make the company great. No matter how painful, no matter how emotionally stressing the decision has to be, they have the will to do it. It is that very unusual combination, which separates out the Level 5 leaders.

You once said that if you had to pick the all-time greatest CEO you would choose Charles Coffin, the very first CEO of GE back in 1892. Who else is on your list of CEO all-time greats?

Well I don't comment on active CEOs for a variety of reasons. But I can give you some thoughts based on the companies I have researched enough to have a view on, so it doesn't necessarily include all companies in the world. These are ten based on the following criteria: performance; impact; reputation resilience; and ultimately longevity.

The ten that stand out from history are, in reverse order:

David Packard, HP;
Katherine Graham, who took the Washington Post to greatness;
William McKnight, who invented the idea of managing for innovation at 3M back in the 1940s and 50s;
David Maxwell, who got Fannie Mae back on the road;
Jim Burke, CEO at Johnson & Johnson during the Tylenol crisis – his great insight was that he had the company prepared for crisis before the crisis came;
Darwin Smith, at Kimberly Clark. Number four would be:
George Merck of Merck, a supreme example of a great CEO – in terms of understanding what the whole definition of a corporation's role in society should be; then
Sam Walton of Wal-Mart;
Bill Allen of Boeing, who took over when Boeing had lost 90 percent of its revenue overnight at the end of WWII, and they didn't make a single commercial aircraft. It is an amazing story. Building what, up until the 1990s at least, was the greatest aircraft manufacturer in the world. The track record is extraordinary and he was a classic Level 5.
And at number one:

Charles Coffin, GE.

I picked Charles Coffin because he stood out. He built the stage on which all the other CEOs played. He created the system. He was the first to invent and put in place systematic management development as a process.
If you stand back and think about it, that's one of the great inventions of the 20th century. He was also the one who instituted the first industrial research and development laboratory. An extraordinary contribution to the organisational field. That's why the number one position goes to Coffin.


http://www.management-issues.com/display_page.asp?section=mentors&id=2899