Category Archives: leadership

Throw away the ladder and start climbing

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Do organisations and companies really still talk about the ‘career ladder’?  Well, it seems they do. They still live on in the minds of people and, some companies and organisations do still promise rising talent a fast-track route up the ladder, in return for loyalty and extended service.

Reading Leadership Freak’s post today,  I was inspired by a much more meaningful metaphor for the 21st Century than the ‘career ladder’  –  that of “The Climbing Wall”.

photo source: journal.davidbyrne.com

Multi-directional  While ladders are unidirectional, stifling and create ‘log-jams’, on a climbing wall you may move laterally as well as vertically. You may even choose to take a downward step in order to gain a more favourable foothold that will help propel you on an upward journey.

Keeping Options Open  The climbing wall allows you, at times, to have your feet in two different places. Having ‘a foot in two camps’ as you navigate your career, allows you to weigh up your next best move. This may temporarily be challenging, but It keeps your options open, and provides greater flexibility. We are increasingly seeing people operate in this way in the world of work, having more than one job, straddling disciplines, and changing career more often.  The possible routes you can take on a wall are endless, limited only by your imagination, while the traditional ladder concept makes it difficult to change, typically forcing you to come off the ladder and start again on a new one.

photo source: photography.nationalgeographic.com

Cooperation  You also have more opportunity to cooperate while on a climbing wall than you do on a ladder. People can more easily climb side by side, learning from a mentor perhaps, or with a coach who is simultaneously supporting and challenging.  You can also see people who may be in your way, you can take detours and move around them, rather than sit patiently waiting for them to move up the ladder ahead of you.

Breadth and Diversity  Multi-directional “wall climbing” in organisations, connects you with so many more people, aiding diversity, creativity and collaboration. Of course, we need deep specialists, and, in some technical areas, such as medicine, engineering or law, it is important that people become ‘expert’ in their chosen discipline.  However,  everyone can benefit from a broad awareness of other functions and disciplines, helping them become even more successful in their chosen speciality in the long run.

In today’s economic climate, possessing  a breadth of skills and experience is vital, and being ready and prepared to move in different directions, as circumstances change, is an essential asset.  Waiting your turn on the ladder, blinkered to what is going on around, is a dangerous strategy, leaving you exposed in a rapidly changing world.  In evolution, those best able to adapt, survive. Being fleet of foot, multi-skilled and able (and willing) to change direction, are the attributes that will help people thrive in this rapidly-changing and increasingly unpredictable world.

To discuss your future career aspirations and consider how you can enhance the flexibility, resilience and adaptability you will need to succeed, simply submit your contact details on the Contact Us page and I will be delighted to contact you for an initial chat.

Woody – Leading without authority

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2012 is the 100 years anniversary of the birth of Woody Guthrie. Woody is a legend and is recognised as the “grand-daddy” of folk music tradition. But he was much more than that. He was a poet, a writer, and a social commentator. He spoke out against injustice at a time when it was dangerous to do so. He inspired new generations of musicians, from Bob Dylan to The Clash.

I attended a tribute and celebration to Woody this week in the traditional coal-mining community of Treorchy in the South Wales valleys.  This was led by Billy Bragg, who has worked closely with Woody’s daughter Nora, to put music to lyrics by her father that had never been recorded. Billy, like Woody, is a songwriter and performer in the Guthrie mould.  Politically active, angry about injustice, optimistic about humanity.  It was a touching, funny and moving tribute, where Bragg warmly and respectfully held up a lens into Woody’s world and into his incredible mind.


His legacy is enormous and more than I could ever do justice in this short post.  To discover more about Woody go check out the official website.  I do, however, want to highlight some words he penned that he called his New Years Rulin’s. These words were written as simple resolutions, and, although simple, are both profound and meaningful words of wisdom that would not look out of place in any self-respecting ‘self-help’ book….This is a selection of his Rulin’s (for a look at his original list in full go to this link)

  • “Dream Good”
  • “Stay Glad”
  • “Keep Hoping Machine Running”
  • “Love Everybody”
  • “Make up your Mind”
  • “Read lots Good Books”
  • “Learn People Better”
  • “Help win War – beat Fascism”       (note: Woody was not afraid to dream big and believe that his music could achieve big things. He famously had the words “This machine kills fascists” written on his guitar).

How appropriate might these simple guidelines be to leaders, in all walks of life, today?

Woody Guthrie was a special kind of leader. He had no formal authority, he had no position of power.  He did not command political position, nor did he operate within corporate, government or religious frameworks. Yet, he Continue reading →

Employee Engagement and the Half-Time Team Talk

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Employee Engagement. Hackneyed phrase or holy grail? Having recently read the MacLeod/Clarke report to the British Government (Engaging for Success: enhancing performance through employee engagement) on the subject, I am convinced that a) there is currently no better way of describing it and b) it is fundamentally important. To quote from the opening section, “If it is how the workforce performs that determines to a large extent whether companies or organisations succeed, then whether or not the workforce is positively encouraged to perform at its best should be a prime consideration for every leader and manager, and be placed at the heart of business strategy.”

I will leave you to delve into the rich findings, recommendations and case studies in the report, and I do recommend it to anyone with a passing interest in the subject of employee engagement. Here, I will simply draw out some of the barriers organisations feel inhibit effective engagement, together with the key principles highlighted that are imperative for successful implementation.

Barriers

  • Lack of Awareness.  Some leaders are not aware of employee engagement and what it can do for them. Others are reluctant to get involved, concerned that it may be seen as too ‘soft or fluffy’.
  • Uncertainty about Starting.  Some who are interested are unsure how to get involved and started, sometimes fearful that it has to involve ‘buying a product’ and therefore entail expense.
  • Culture.  The prevailing culture and working practices get in the way of delivering engagement, even when leaders place great emphasis on it. Managers may not share the belief, and attempts to implement can be resisted.
  • Underestimating engagement. Some see employee engagement as another job on a tick-list that is achieved when the annual staff survey is completed.

Enablers

  • Leadership.  The importance of a Leadership vision (or ‘strategic narrative’ as it is described in the report) cannot be overstated. A widespread understanding of purpose, and each person having a clear view of how their role contributes to that purpose is paramount.
  • Engaging Managers.  While it is key that Leaders set the purpose, vision and direction, it is the engaged manager who is at the “heart of success” in any workforce.  As one contributor to the report said, “the line manager is the lens through which I see the company and the company sees me.”
  • Voice.  Providing employees with a voice – so that they are listened to, are not fearful of raising issues, know that their views will be heard and could be used to help define and change the direction of the organisation.  This is, of course, a cultural challenge for many organisations where ‘token gesture’ attempts to implement ‘speak up’ policies have failed to penetrate the DNA.
  • Integrity.   Consistency across the organisation between stated values and behaviours. “If an employee sees the stated values of an organisation being lived by the leadership and colleagues, a sense of trust in the organisation is more likely to be developed, and this constitutes a powerful enabler of engagement.”

Regular readers of my posts will know that I enjoy looking to sport for leadership lessons and parallels. So, this week, my attention turns to Continue reading →

Don’t let Goals dilute your Purpose

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There are many words used to describe the things we do and the reasons we do them.  Objectives, targets, vision, dreams, goals, purpose, KPIs (ugh!), and I’m sure you can think of more.

Let me simplify this down to just two on this list.  Purpose and Goals.  Goals can play an important role in ensuring we stay focused. They provide us with milestones on a longer journey. They help us maintain momentum during periods when we might otherwise be distracted or lose some sight of our purpose. Goals on their own, without a bigger purpose, however, can cause us to drift aimlessly. It is important to periodically ask yourself the question “What purpose does achieving this goal serve?”

Too many leaders, managers, and teams of people in our corporations, find themselves participating in the annual game of concocting targets, objectives and goals, which then dominate meeting agendas, reviews and reports, often taking on a life of their own, and a level of importance that detracts from what ought be the real ‘purpose’ of the business.

Let me use an example from Continue reading →

Unassailable Leads. The Agony and the Ecstasy.

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I’ve just witnessed yet another fascinating weekend of sport, and it never fails to throw up intriguing twists and turns whilst shining a light into the deepest recesses of the human psyche.  Watching people at the very top of their sport perform under the spotlight and scrutiny of millions, not to mention billions around the world on TV, reveals so much about what makes humans tick.

Two very different sports, golf and cycling, and two leaders with what most people considered to be unassailable leads in major events.  One went on to finish the job, while the other, sadly for him, suffered a ‘meltdown’ as he saw the finishing line in sight.   What can we learn from these two events, and what was going on for these two athletes at those crucial moments?

For those of you who were not glued to these events, here is a brief summary.

Adam Scott, an Australian golfer, led the The Open (sometimes know as the British Open), by a very comfortable margin on the final day’s play. If he were to defend his lead, it would be his first ever ‘Major’ triumph.  At one point he held a 6 shot lead, and no-one in the rest of the field was making any serious inroads into his lead. One or two players made the occasional threat, only to falter again at the next hole. Meanwhile, Scott played like the ice-man. He was focused, calm and very much playing ‘in the present’. He was not getting excited and was playing a very ‘safe’ game, staying out of all trouble. With 4 holes to go, he still had a 4 shot lead.  Up ahead of him Ernie Els, the popular and experienced South African with previous Major wins to his name, was quietly picking off the occasional birdie on the back 9 holes, but none of the experts, commentators or crowd, really foresaw what was about to happen.   Scott, who had barely put a foot wrong during the previous 4 days, bogied the last 4 holes.  Els, from nowhere, was The Open champion.  The crowd were stunned.

Photograph courtesy of Reuters 

At the same time, about 500 miles further south, history was being made in Paris. Bradley Wiggins, a British cyclist, became the first man from his country to ever win the famous Tour de France in its 99 years history. Wiggins had held the yellow (leaders) jersey from very early on in the 3 weeks long race, and his lead had been considered unassailable for the previous 4 or 5 days.  Only after the penultimate stage, when Wiggins reinforced his lead, did he allow himself the luxury of acknowledging that, barring a disaster, victory would be his in the Champs Elysees. But, he still had work to do on the final day, and his focus was on helping his team-mate, Mark Cavendish, to win the final stage. He was successful in this, setting up Cavendish for a final sprint finish that saw him race to his fourth stage victory in four years in Paris. A short while later, Wiggins stood on the top of the podium to be crowned the 2012 Tour de France champion.

In a recent post I touched on the importance of the Inner Game, in sport, and in life. Success, and staying focused, depends hugely on being able to quieten the ‘inner voice’. Avoiding the twin enemies of success – regret and anxiety – is vital to ‘play your best game’. I have no way of being sure what Adam Scott was experiencing, as his bogey count rose during those final few holes, but I am willing to bet that either regret at the choices he had just made, or anxiety about how he would ‘recover’ and play his next shot (or both), started to occupy his thinking.  He was playing a lonely Inner Game all by himself, in full view of a global audience, and, on this occasion he was unable to come through and take the big prize.

Wiggins’ Inner Game was played to perfection. He allowed himself only a very brief moment of anticipating his victory, before  refocusing his attention on the task of helping his team-mate to a final-day stage victory.

Photograph courtesy of Christophe Ena/AP. http://keepingscore.blogs.time.com/2012/07/22/britains-bradley-wiggins-wins-tour-de-france/ 

So, what lessons can we take away from the amazing Tour de France victory achieved by Bradley Wiggins and his team? Continue reading →

Leadership without accountability. Let’s hope it’s just a ‘glitch’?

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Following the Enron and Worldcom scandals of a decade or so ago, we might have been excused of thinking that a new era of more authentic, honest and open leadership would beckon.  Unfortunately, the last few years have demonstrated that no industry, or walk of life, is immune from deep-rooted dubious leadership.  One simply has to mention politics (expenses scandals), journalism (the Levenson inquiry), banking (sub-prime lending) and pharmaceuticals (drug use fraud) to reinforce the breadth and depth of the malaise.

There is clearly no single, or simple, answer to what is a serious global leadership problem, but one particular story in recent weeks highlighted to me an area where leaders could at least make a start on recovering some of the confidence and trust that will take a long time to regain.  I am talking about those two pillars of leadership – responsibility and accountability.

I was dismayed to hear the statements coming out from Stephen Hester, the chief executive of RBS, last week, following the serious systems outage that caused so much concern, inconvenience and, in some cases, hardship to so many customers. After several days of uncertainty as to when the problem would be resolved, during which various spokes-people provided updates and assurances that everything was being done to bring the systems back, Mr. Hester appeared in front of the cameras, and described the problem as a software ‘glitch’. Oh dear!  This was, in my view, a complete abrogation of responsibility and accountabilty, and an insult to so many people’s intelligence.  (see attached for the anger that such simplistic responses can stir up).

One does not need to be fully aware of the precise details of the software or technology issues that RBS faced to know that dismissing the issue as a ‘glitch’ is to miss so many points about the important role of leadership.

From my experience of the IT industry, all technology & software problems can be tracked back to a failure of leadership at one level or other.

  • Who took the final decisions on how the software upgrade was to be implemented?
  • Who looked at the risk analysis and made decisions about back-ups, back-out plans, the operational window for the upgrade, the resources to be put into testing before going live?
  • Going back further in the timeline, where did the buck stop on decisions made about which technology to run with? Were compromises made, and technical advice dismissed on the basis of cost?
  • Were any other (more costly perhaps) recommendations by the front-line operational teams overruled by the executive team?
  • Is the culture within the organisation one where technicians and software engineering team leaders are encouraged and empowered to speak up and warn that things may go wrong?
  • Or are they living in a climate of fear for their jobs, resulting in them keeping their heads down, even if they are worried about some aspect of deployment procedure?
  • Was the upgrade managed by outsourced staff or contractors, perhaps with less intimate knowledge of the complexities of legacy system interfaces? Who made the decision to outsource and lay off in-house IT people to save costs?

Whatever, the answers to these, and many more questions that could be asked in a post-implementation review, the issue is that Continue reading →

Leading Small Countries to Big Futures. Reflections from the edges of Europe.

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I have recently returned from visiting two European countries in quick succession. The first, Scotland, is in the far North West of Europe, and has much in common with Norway and Iceland, while the other, Albania, is in the South East of the continent, and has more in common with Greece and Serbia. Two countries in stark contrast to one another in so many ways, but also with many intriguing parallels. Both are proud countries with long and rich histories, of similar relative size and population, both with rich energy reserves not yet fully explored and exploited, and both at a cross-roads in their respective journeys. The contrasts, on the other hand, are stark.

Albania is a country which has remained fiercely independent through turbulent times. When former Yugoslavia tried to annex the country, it formed alliances first with Russia and later with China, but gave up on both of these super-powers to create an isolationist state. Scotland on the other hand gave up its independence in the early 1700s, joining a Union with England, Wales & Northern Ireland to form today’s United Kingdom.

Albania is currently seeking to come in from the cold with a long term plan to join the EU. It has a long way to go to satisfy the many conditions required, even to become a ‘candidate state’. There are massive improvements required on the economy, human rights, open & transparent democratic elections, infrastructure, and more.  Scotland, meanwhile, has a proud and reputable tradition in its standards of education and democracy, as well as in its finance and legal systems. It is currently engaged in a national and UK-wide debate on whether its future is best served as an independent state once again, or to continue as part of a union within the United Kingdom.

What particularly fascinates me about these countries, and the significance of their respective moments in history, is how their Leadership will choose to navigate the challenges that will be thrown at them, and how they will communicate the key messages that they believe will bring people with them.

Albania, since being free of the stranglehold of communism and isolationism, has rapidly become a country of massive contrasts and disparity. Top of the range German and Japanese cars share the (under-developed) roads with donkeys and hand-pulled carts. The gap between rich and poor is enormous and appears to be widening. The ‘ruling class’ is accused of corruption, and that includes the current Leader, Sali Berisha. Trust in leadership is in short supply and yet the people remain optimistic, perhaps still buoyed by the recency of their freedom from the oppressive chains of communism that led to their world isolation. The challenge for the leadership in Albania will be to harness and nurture that optimism, and not exploit it, and to work relentlessly to gain trust and credibility.

Scotland is very different, and its Leadership faces a different type of battle. Scotland has been part of a union for over 300 years. The Scots people have a reputation for being cautious, pragmatic and, some say, dour. Scots do not heap praise on its famous and successful sons and daughters. They like to keep people in their place and ensure they do not get ideas above their station. This is a national characteristic. Alex Salmond, the current leader in the Scottish Parliament, who is keen to persuade the nation of the benefits independence will bring, will need to find ways to energise and mobilise the people, and overcome the culturally entrenched tendency to accept the status quo After all, it’s easier to stay where one is; our brains are wired to resist change. No matter how unsatisfied we may be (short of a life-threatening situation), our brains will do their best to convince us that what got us here is working, so “why change anything”?

What Scotland does have in its favour is its history of egalitarianism. It is a country with a heritage of social justice and fairness, and is coming from a better starting point in terms of the gap between the richest and poorest being relatively narrow, when compared with Albania.

So, why do I stress this particular point? Continue reading →

How to create Success out of Failure

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Some of the greatest opportunities to promote loyalty or repair damaged reputations arise from negative situations.
I am reminded of the example of a well-known US airline that put special effort into repairing damage caused by customer-impacting failures.  When flights were delayed, whether caused directly by the airline or not, special processes kicked in. Extra staff ensured that regular communication updates were provided to customers, not via the usual impersonal and indiscernible ‘Tannoy’, but in person, by a trained and sympathetic member of the airline customer service team. Anyone worried about connecting flights or about getting messages to friends or relatives who may have been waiting at the other end were given extra attention, and all efforts made to assure that connections would be held, and people contacted on passenger’s behalf. When people arrived, more members of the airline were on hand; a) to apologise once again, in person, for the inconvenience caused and b) to find out if there was any other help or assistance that could be provided in making connections, collecting baggage or accessing other airport services.  Finally, passenger’s contact details were taken so that they could be followed up with at a later date.

Now, my experience from situations where things fail badly at airports is that getting up to date and accurate information can be pretty difficult, and knowledgeable members of staff are hard to find (almost as if they go in to hiding!).  This is a huge opportunity missed. The airline, in the example just described, reported excellent customer retention, very good onward reference rates (i.e. people tell their friends what a good carrier they are), and much better than average customer satisfaction levels, despite the initial experience being a negative one.

No company or organisation sets out to deliver poor customer experiences, but inevitably things can and will go wrong. How these situations are handled is a huge differentiator.  People will and do forgive poor experiences (providing they do not happen too often) if they sense that they are being treated fairly, with respect and that the company genuinely goes out of its way to make things right.  Leaders possess a huge responsibility ensuring their people understand and appreciate the positive potential difficult situations present. Great leaders expect high standards of attentiveness to be delivered at all times, and will role-model and encourage the desired behaviours at every opportunity.

The following list of practices is by no means exhaustive, but will go a long way to ensuring customer service reputations are repaired when things go wrong.

  1. Take responsibility – even if a third-party is at fault or circumstances are outside of your control. After all they are YOUR customers.
  2. Say sorry.  Apologise and demonstrate genuine understanding of the frustrations people are feeling.
  3. Communicate regularly, in as direct (human) a way as possible, with updates about the situation – even if nothing has changed, it is worth sharing that with people, so that they do not have to make assumptions or speak to each other and feed on rumours.
  4. Seek feedback and information that will help you learn and improve from the experience – and let customers know that their input to this process is valued and respected.
  5. Follow up with customers after the event. Check that they got to their destination safely, let them know you are working on improving things for the future, demonstrate that what happened was not acceptable and fell short of the kind of service you would want for them.

Creating a culture and mind-set amongst the workforce that lives these values, will generate a “word of mouth” buzz and demonstrate that they care. This in turn will build loyalty amongst existing customers, and generate new customers, especially those who have experienced badly handled situations by competitors.

When will we stop just surviving?

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We become what we focus on.  The surest way to create a habit (for good or for bad) is to focus relentlessly on repeating the same patterns of behaviour and thinking.  And that’s what worries me.  Our companies and organisations have been ploughing pretty much the same furrow for a long time now.

The malaise that has hung over the economy for several years has created a series of habits within our executive population that has seen them become ‘expert’ in running affairs in a very particular way.  Yes, houses needed to be put in order, cost reductions (probably overdue in some areas) were necessary, educating the entire workforce in seeking efficiencies was sensible, and asking tough questions about what was core business for the future, have all been necessary and useful exercises.

So, what’s my concern?  Well, let’s imagine fictitious Company A.  Here, people have stayed in this mindset for too long, to the exclusion of other ways of thinking, a habit has been formed, which has become harder and harder to break. The senior executives and middle managers have become obsessed by cost reduction spreadsheet reviews, incidental expenditure policy changes, efficiency targets that become embroiled in inter-department disputes about double-counting savings, and the policing of travel bans. Accompanying this ‘inward-looking’ focus they have been swamped by demands for more and more metrics, reports and updates to satisfy themselves, and every layer of management, that things are on track, and people are doing what is expected of them. Of course, this has generated an atmosphere which is lacking in trust, resulting in duplicated reporting, with departments wanting to make sure that their own house is in order before sharing numbers to the wider organisation where they may be exposed.

I make no apology, for painting such a depressing picture of what I suggest is the reality of  day to day life in companies, and government departments, up and down countries, in various parts of the world at this time. This all amounts to ‘Managing for Survival’, when what is called for is a mindset of ‘Leading to Grow’.

You may even recognise some of this in your own company or in your own behaviour?  It’s my guess that many executives and middle managers have lost focus and believe that how they are operating is ‘how things are meant to be’. It has taken everyone down in to the engine-room of the ship, leaving no-one on deck or on the bridge, looking out for new land, or blue skies. It has become Continue reading →

Are you a popular Leader? Then what are you doing wrong?

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If you want to be popular, leadership is probably not for you. At least, not if you want to do it right.

Leading is all about challenging the way things are. If nothing needs changing, if everything is alright the way it is, then fine, enjoy it while it lasts. Of course, people will instinctively resist suggestions that things need to change. Any attempt to challenge the things that people hold dear, such as habits, routines and traditions will be met with strong feelings, opposition, and possibly even aggression. Yes, leading can be dangerous.

But, taking popular decisions to appease those feelings, keeping people sweet, and avoiding the tough messages is not leadership. Leading involves disturbing people, putting provocative ideas out there, and challenging people to face up to tough realities.

Of course, good leaders do not do these things for kicks. They risk upsetting people and being unpopular in order to get people to take responsibility for solving their own problems, taking tough decisions, and facing up to the adaptive work that is always required in any change process.
Leaders who get seduced by people’s appeals to do the fixing for them, to come up with
the answers for them, and to take all the tough decisions, are doing both themselves and the people a major disservice.  Themselves, because ultimately they will be blamed when things do not work out, and the people, because they will have been robbed of a chance to grow, learn and adapt.

Every day, people in all walks of life, have the opportunity to lead and they choose not to.  When you sit in a meeting room and watch and hear people dance around the real issue, you could be the one who calls attention to it. By doing so, you could lead the meeting in a more constructive and adaptive direction. But, you choose not to. It could prove unpopular. You might upset people. Meanwhile, the issue will stay unresolved,and remain the ‘elephant in the room’ for months. More than likely, others are going through the same thought process as you, and everyone loses.

The dangers of leading are well researched and documented in Leadership on the Line by Ronald Heifetz & Marty Linsky.

So, what does it take to be a ‘brave’ Leader – Continue reading →