The Badge Of Courage

The Badge Of Courage. What a fitting term. Mr Fisher was indeed referring to City leaders who dared not to be political and to be weird. I happen to live in the being unique camp but the two terms are closely related in my opinion. So how does this relate to business and change management? Closer than you think.
My affiliation with a Change Management company leads me to believe the last thing we want to project to our clients is they could fail. We must all agree there is risk in change but in most instances it's better than not changing. Keeping things as they are is really going backwards. It may be as simple as changing processes within an organization to a complete overhaul of how the company or organization is managed and delivers its services or products. Ether way this takes courage. Mr. Fisher also focused on collaboration of organizations putting the best talent from each company on a team that can add value to each organization taking each company to a higher level. Everyone wins.
I see this in the call centre business here in Canada where a sharing of successes and open discussions of the future takes the industry to a higher level resulting in providing greater service for our customers. Everyone wins. To my American readers I should point out that many of the members of the Canadian Association are in fact American companies. Why do the American Corporations join. It's because we share our successes and not hide it from our competitors. Business in general south of the border is a much more combative stunting growth as the race is to hold a competitive edge leaving the others to play catch up. That being said there are industries such as the cellular and automotive business where competition is fierce and this privacy is fully understandable.
Lets think of this possibility. What could be accomplished if non competitive companies from different business sectors shared their process and talents. This is not a novel idea as this already takes place as owners of small business create their own board of directors through business clubs. They learn from each other. The key ingredient here is they all accept and welcome change.
If you or your company is stuck, it's time you venture out and take a look around. What can you change to make your company more efficient. What can you change to be more attractive to your current and prospective customers. Your customers want you to be fresh and creative. More importantly your staff wants to be challenged to help improve both themselves and the company. Employees do not want to be drones. They want to be valued for what they bring to the company. They want to be part of a successful team. Make change your trusted friend and watch all things around you soar, including yourself.

Uncomfortable Topics - How to Start a Difficult Conversation

The best leaders don't bring up the fact they are the leader. Successful companies and organizations have many leaders within their walls. The Captain is not always the top scorer or production leader. The best leaders help their team achieve great heights both as individuals and collectively. All this without having to mention their authority. How you ask? It's because it is never about them. Great leaders create trust. Where there is trust there is healthy conversation about performance and outcomes without fear of being judged by those you report to.
The business world is full of buzz words like "Buy In" " Team Effort" "Peak Performance" and yes, " Leadership". The days of " The beatings will continue until moral increases" are long past. Within the walls of business there exists staff who do not live up to their commitments and are not held accountable. I believe one reason is the lack of leadership skills. The inability to have a difficult conversation with a direct report can result in a host of problems within an organization. So whats the trick here? How do you get started with that difficult conversation that will lead to a healthy conclusion and a healthy working relationship.
I suggest you consider the following at the outset of a difficult conversation.

1. Ask for a meeting with the individual in person quietly and not in front of other staff members.
2. Make every effort not to have the conversation across your desk. Configure your office or space that creates a conversation and not a you work for me feeling.
3. Spend time considering how you will open the conversation with out challenging the employee creating a defensive atmosphere.
4. If the employee missed a deadline there is a usually a valid reason in their mind. The employee may have had too much on their plate but were unable say no "I don't have time" or This will impact the out come of another project I am working on. In short find the best way to have them explain why. This will allow the two of you to find a common solution.
5. Ask open ended questions during the conversation avoiding questions that can be answered in yes or no.

There can be hundreds of reasons why staff members under perform, miss deadlines or behave badly. There is no cookie cutter solution as each situation will have it's own set of circumstances. The key is to create a feeling of trust from both the leader and the staff member. Where there is trust there will be honest conversations and both parties have a willingness to help each other reach their common and personal objectives.

Do You Fix A Problem Or Create A Solution?

This past week I attended the National Convention for Call Centers in Montreal. The name of the organization is CAMX. I have met over the years at these conventions some amazing people who have become very successful in our industry. My article this week is about a comment made by John Ratliff, the CEO of Appletree during a presentation he made to the convention attendees. John asked this question during his presentation. "Do you fix a problem or create a solution"?

To me the answer was easy however I also needed to ask the question why to fully appreciate its intention. It's understanding the question where the solution lies. There are loads of problem solvers out there who love to fix things. It's human nature. Very gratifying. To John's point though getting something fixed is not permanent. It can break or go wrong again tomorrow. Creating a solution to the problem brings you closer to making the problem go away indefinitely. Here in lies the game changer.

John really got my attention when he threw this out. What an interesting perspective. My interpretation from a success point of view is it brings us all closer to removing things that repeatedly get in the way of our personal success. At the most simple level when we fix a problem we are reacting to an event or thing that went wrong. When we create a solution we are both fixing the problem and insuring that the problem does not keep returning. Problem solvers are working in their business and solutions driven individuals are working on their business. Simply put. When you work in your business you are just a cog in the wheel. When you are working on your business you are the one who tunes the engine.

I my opinion the most difficult part of making the change to the solution approach is to schedule the time to fully understand why the problem occurred. We must also understand that creating a long-term solution takes planning. Once we find the solution we must prepare a policy or instruction manual on how do deal with the issue should it arise again. The purpose being that someone else can deal with the problem and not just one person. In business, if there is more than one person who can address the problem then we have removed the weakest link. Mr. Ratliff had insisted that one must ask the "why" question five times to really start to understand why this happened. Asking the question why is the first part to creating the solution.

When we create a solution to personal problems and issues we are better able to focus on things that will take us to greater heights. What we want in our pursuit of overall success is to remove the things that keep us in a state of limiting beliefs. Our lives can be easily controlled by reacting to obstacles. If we remove the reoccurring obstacles we have created a solution. This will allow us to spend more of our time doing proactive activities that will bring us success. Success lives in the activities we do toward making us grow.