"Punish Inaction"

I've become a major fan of Dev Patnaik's book Wired to Care: How Companies Prosper When They Create Widespread Empathy I'm looking forward to interviewing Dev tomorrow for an upcoming People and Projects Podcast episode.

Don't wait for the interview--get the book now and start reading.

While prepping for the interview I came across what I expect to be my favorite quote for this entire month, from a recent article Dev wrote for BusinessWeek.

The quote is credited to Stanford University engineering professor Jim Adams who said, "Good companies reward success, punish failure, and ignore inaction. Great companies reward success and failure and punish inaction."

This hits on a common theme in both my interview with Michael Roberto about his book Know What You Don't Know: How Great Leaders Prevent Problems Before They Happen and in my discussion with Ralph Heath, author of Celebrating Failure: The Power of Taking Risks, Making Mistakes and Thinking Big: we too often seek first to punish failure instead of learn from it.

Yet the even greater wisdom of the quote has to do with how we deal with inaction. You be the judge. How have you seen inaction most often handled?

Tolerated? Expected? Ignored? Seriously. How many times have you said, "I thought of that years ago!" as someone makes money off an idea you had in the shower but went down the drain because you didn't take action.

"Punish inaction."

Do you want to excel at delivering projects and leading teams? Take those strong words to heart today. And don't just consider the inaction of those on your teams and the stakeholders you work with.

You and I both need to look in the mirror to consider the inaction that has been holding us back.

Do you want to make big things happen this year? Reward success. Enthusiastically learn from mistakes. And develop a disdain for inaction.

P.S. Have you still not taken action on getting a copy of Dev's book? :)

Labels: accountability, Books I Love, executives, innovation, learning, managing stakeholders, mistakes, podcast, project management, teambuilding, teams

posted by Andy at 1:52 PM  

"Trillion is the new billion"

It's a key message in my book Navigating the Winds of Change: Staying on Course in Business & in Life: Perspective matters.

It's so easy to lose perspective. Whether you're trying to convince a boss to make a change or trying to evaluate if a government reform idea is a good deal or not, getting a sense of perspective can make all the difference.

Frankly, I have trouble visualizing a trillion of anything. As reported this last week, the White House predicts a deficit of $1.841 trillion dollars for the current fiscal year.

Seems like a really big number. To get some perspective, how does that compare to some previous years? The biggest deficit for any fiscal year on record is $454.8 billion, rung up in fiscal 2008. So we're predicting to be $1.4 trillion dollars worse than the worst year on record. Yet as bad as that sounds, I still find it difficult to get my arms around how big a trillion really is.

Often a picture can serve up perspective more effectively. Here are a couple examples that illustrate a trillion dollars:

• From PageTutor.com
• From YouTube

This posting is not about whether health care reform or stimulus spending is a good idea or not. It's not about left vs. right or Republicans vs. Democrats.

Here's my point: when you hear any leader (whether in government or in business) throwing around numbers that are difficult to comprehend, try to get perspective using a picture. It will help you better evaluate the long-term implications of their statements.

Labels: accountability, communication, culture, illusion, integrity, managing change

posted by Andy at 4:51 PM  

Strategic Misrepresentation?

I was doing some research today on project cost overruns. Unfortunately, there is no shortage of high-profile examples of massive project failures when it comes to cost.

I was particularly intrigued by an article entitled "Underestimating Costs in Public Works Projects: Error or Lie?" by Bent Flyvbjerg, Mette Skamris Holm, and Søren Buhl. Just the term underestimating instead of overrun caught my eye.

Yet even more interesting was a conclusion they put forward in their paper: "Cost underestimation cannot be explained by error and seems to be best explained by strategic misrepresentation, i.e. lying."

Strategic misrepresentation? That could be the most creative way of saying lying that I've heard in quite a while!

"In case after case, planners, engineers, and economists told Wachs that they had had to 'cook' forecasts in order to produce numbers that would satisfy their superiors and get projects started, whether or not the numbers could be justified on technical grounds...."

As we discuss in our project management workshops, reality has this annoying way of always winning. Bad news doesn't get better over time. If your project is struggling, rather than trying to find creative ways to cook up a batch of strategic misrepresentation, how about applying that creativity into innovative solutions to get back on schedule.

We-can-make-this-up: 5 of the most dangerous words in project management. It's not that you can't. It's just that hope is rarely a good strategy. And that's what we see way too often.

Check out our Lipstick on a Pig: How Illusion Leads to Crisis keynote. It's perfect for a company meeting, retreat, or association gathering. We can help your teams learn to lead and deliver.

Labels: accountability, crisis, denial, illusion, keynotes, risk management

posted by Andy at 10:25 PM  

"I'm not cheating! I'm showing my genius!"

I couldn't help but see the irony of two headlines on my browser homepage this morning. The first is a reference to Bernard Madhoff, that he will plead guilty to swindling people out of billions of dollars through his Ponzi scheme.

How refreshing. Finally, a criminal who isn't claiming he's a victim....

The second headline reads "Why Student Cheating Has an Upside."

What?

The article talks about the disconnect between students who insist that being honest and honorable is important yet overwhelmingly admit that they lie to their parents and teachers as well as cheat on tests.

As author Martha Brockenbrough suggests, those who care about our future leaders should find this discouraging. "Kids are shredding their ethics, but not that many feel bad about it." In fact, many "reported that they thought cheaters were more likely to succeed in life."

Brockenbrough relates how cheaters are getting more clever. Indeed technology is providing opportunities to cheat in ways that were not available when I walked the halls.

Yet she goes further: there's an upside to all this cheating. It demonstrates creative genius! Though she points out she's not advocating cheating, she goes on to equate clever approaches to cheating with innovative advances for mankind.

Interesting. When do we cross the line from a healthy break from status quo to becoming a cheat. After all, aren't we encouraged by Marcus Buckingham to "break all the rules?"

Bernie Madhoff is a genius. He kept his scam going for years. He had an innovative approach but it ended up inflicting serious pain across a wide swath of people around the world. Creative genius? Sure. Cheat? Absolutely.

Innovation looks at status quo in a new way and makes the workplace, the world, or a product better, often for the long term. Cheating provides a shortcut to personal gain (or a way to avoid short-term personal pain) with long term negative consequences.

And those consequences are not just experienced by the cheater.

I take exception to the students who think cheaters are more successful. Though it could appear that way in the short term, just look at the headlines to find another cheater soon to be behind bars.

Tempted to cut a corner today? Feeling compelled to exaggerate contributions to accomplishments on your resume? Wondering if you should just slather some lipstick on a status report to management about a project that is really a pig?

Let's not kid ourselves. That's not creative genius. Let's call it what it is: cheating.

Labels: accountability, choices, innovation, integrity, Lipstick on a Pig

posted by Andy at 7:34 AM  

How to Say "No" (Without Saying "No")

So, how do you say "No" when doing so feels like it could be, say, a career limiting move? Advice abounds, often over-simplifying the stakes by not taking into account the complexities of saying "No" to someone like a boss or by not giving specific enough strategies.

In a recent newsletter article I give some practical ways to say "No" without saying the letters N-O.

Here's your chance to join the conversation: How do you handle situations when everything inside of you wants to say "No", but there are other pressures to say Yes?

Add a comment to this blog entry to share your insights.

Labels: accountability, conflict, denial, executives, influence, leadership, managing up, project sponsors

posted by Andy at 12:03 PM  

Career Advice from the Top

Part of our leadership development approach is to give participants an opportunity to interact with top level executives. We have found enormous value in getting aspiring leaders face-to-face with people who are sitting in the chair and to learn from their successes and mistakes.

A recent CIO Magazine article shares some career lessons from top IT executives. Regardless of whether or not you are in IT, each of the brief entries provide insights that can be helpful to your career development.

Is it possible we get too comfortable? Or perhaps think we must have our entire career mapped out like a project plan? Is it a good career move to take the hit for a failed project? How important is it to actually be interested--even in love--with what you do? The article shares insights on these topics and more.

Interested in taking your career to the next level? Our Leadership Fast Track Program can be an important next step to prepare you! Click here for details.

Labels: accountability, executives, Information Technology, leadership, managing up, mistakes

posted by Andy at 7:54 AM  

What Shamu Can Teach You About Your Boss

One of the dirty little secrets of managing is that, over time, you'll do more managing up and out than down. But that's easier said than done. What are some important lessons learned about managing up?

I recommend Dan and Chip Heath's article in FastCompany entitled, "Your Boss is a Monkey". They take lessons from Amy Sutherland's book What Shamu Taught Me About Life, Love, and Marriage and apply them to managing "another irritable mammal: your boss."

A couple observations that aligns with how we coach leaders:

• Every interaction is training. We are constantly sending out signals to those we work with. I'm not talking about some mystical energy here. Rather, we are constantly reinforcing lessons to those around us. If we let Bob slip in 2 hours late each morning without any discussion, you've taught Bob and everyone else around him a lesson: getting to work on time isn't really that important. If we keep delivering miracles to make up for lack of process in the organization, we reinforce the belief that all that process stuff is a waste of time. What messages have you inadvertently been sending lately?




• Reinforce good behavior! This seems so obvious but we often miss opportunities to catch people doing things right! We can be black belt whiners, for sure. Reinforcing your positive expectations of people can lead to them living and performing up to your expectations. Call out the good when you see it.

I'd like to think that we humans are less susceptible to the type of manipulation that the authors are suggesting. Yet in practice I've seen it work over and over. I'm working with a coaching client right now that is learning to flip her boss a mango when he delegates instead of micro-manages. Over time, I'm optimistic there will be progress.

Keep in mind that the "monkey" article's advice to "ignore the bad behavior" has limitations. There's wisdom in not over-reacting. Counting to 10 (or 100) has saved many careers!

Yet "apparent indifference" does not always "smother the fire." In fact, for some bosses, it will pour fuel on the fire as it sends the signal that you don't care. Though the Heaths discount aligning styles and expectations as techniques, there is enormous leverage in understanding the art and science of such approaches. They are too critical to chalk up as "goody-two-shoe" training grovel.

Want to learn practical skills on how to manage up more effectively? Join our Leadership Fast Track Program starting in June! Click here for details!

Labels: accountability, conflict, executives, influence, leadership, learning, managing up, personality styles

posted by Andy at 10:34 AM  

What Shamu Can Teach You About Your Boss

One of the dirty little secrets of managing is that, over time, you'll do more managing up and out than down. But that's easier said than done. What are some important lessons learned about managing up?

I recommend Dan and Chip Heath's article in FastCompany entitled, "Your Boss is a Monkey". They take lessons from Amy Sutherland's book What Shamu Taught Me About Life, Love, and Marriage and apply them to managing "another irritable mammal: your boss."

A couple observations that aligns with how we coach leaders:

• Every interaction is training. We are constantly sending out signals to those we work with. I'm not talking about some mystical energy here. Rather, we are constantly reinforcing lessons to those around us. If we let Bob slip in 2 hours late each morning without any discussion, you've taught Bob and everyone else around him a lesson: getting to work on time isn't really that important. If we keep delivering miracles to make up for lack of process in the organization, we reinforce the belief that all that process stuff is a waste of time. What messages have you inadvertently been sending lately?




• Reinforce good behavior! This seems so obvious but we often miss opportunities to catch people doing things right! We can be black belt whiners, for sure. Reinforcing your positive expectations of people can lead to them living and performing up to your expectations. Call out the good when you see it.

I'd like to think that we humans are less susceptible to the type of manipulation that the authors are suggesting. Yet in practice I've seen it work over and over. I'm working with a coaching client right now that is learning to flip her boss a mango when he delegates instead of micro-manages. Over time, I'm optimistic there will be progress.

Keep in mind that the "monkey" article's advice to "ignore the bad behavior" has limitations. There's wisdom in not over-reacting. Counting to 10 (or 100) has saved many careers!

Yet "apparent indifference" does not always "smother the fire." In fact, for some bosses, it will pour fuel on the fire as it sends the signal that you don't care. Though the Heaths discount aligning styles and expectations as techniques, there is enormous leverage in understanding the art and science of such approaches. They are too critical to chalk up as "goody-two-shoe" training grovel.

Want to learn practical skills on how to manage up more effectively? Join our Leadership Fast Track Program starting in June! Click here for details!

Labels: accountability, influence, leadership, personality styles

posted by Andy at 9:00 AM  

Leadership Lessons from William A. Osborne

A recent Crain's Chicago Business "Talking Business" episode included an interview with the Chairman and CEO of Northern Trust, Bill Osborne. I've had the distinct pleasure of facilitating training & offsite meetings for the Northern, as well as some executive coaching. You can often learn a lot about a leader by what people in their organization say about him or her. Here are some things I consistently hear people say about Bill:

• "He's so personable."
• "He's very approachable."
• "He doesn't talk down to you."
• "He's very down-to-earth."
• "He's sharp. He knows the business."

Here are some notes from the brief video:

• You're not a leader if you're not respected. We continually need to be reminded that we're not a leader simply because of our title. In many of our leadership workshops (such as Influence & Accountability for Project Success), we discuss the difference between positional power (you follow me because of my position) and personal power (you follow me because of who I am). There are times when leaders need to exercise their positional power, but the most effective leaders for the long-term are those who have a well-developed arsenal of personal power. One of the keys to increasing your personal power is increasing the respect others have for you, and respect is something that is earned day-by-day, decision-by-decision, one interaction with a person at a time. Contact us to learn how we can help you better develop your influence.
  

• Leaders are visible and accessible. Bill spends half of his time visiting offices, meeting with employees. I don't remember meeting a partner (what the Northern calls their employees) who had been with the organization for more than a year that has not met Bill. We coach leaders to Manage By Wandering Around, which sounds a lot like Manage By Walking Around, with some subtle differences. Wandering implies less of an agenda, with the true agenda being available for interaction. The ivory tower syndrome hits too many leaders, often due to death by meeting. Certainly you are required to participate in more than you share of meetings, but you must carve out time to be on the floor, available to team members.

• Leaders listen to all levels. I appreciated Bill's comments about not simply listening to his direct reports. It's been observed there's an inverse relationship between someone's level in the organization and their ability to see reality! We can joke about that, but the truth is that reality is often obscured in the executive ranks because the food chain under them overly massages the information to the point that it bears only a shadow's resemblance to the original message.
  

• Leaders learn from others. Though Caterpillar and Northern Trust are quite different enterprises, Bill provides a good example of how serving on the Caterpillar board has benefited his business. Too many leaders have the mindset that they already have the answers, and stop actively working to learn from others. In discussions with friends and colleagues in other companies, ask them questions about the business. Try to understand the business models and operating principles. Intentionally watch for ideas you can apply to how you manage your areas of responsibility.

I strongly suggest you invest the time to learn from one of the great leaders in the banking industry, Bill Osborne.

Labels: accountability, executives, illusion, leadership, learning, listening, reality

posted by Andy at 4:22 PM  

Almost like O.J. Running Through the Terminal

Here's the situation.... My son and I have boarded an American Airlines flight, headed for Miami. He realizes he doesn't have his coat with him. We suspect it was left in the Admirals Club(R) but don't know for sure.

We certainly don't need the coat for this trip but we don't want it to be lost. It's too late to try and de-plane, run to the Club, and get back in time for the flight. Missing the flight isn't an option either.

I call my wife who then calls the Admirals Club. A woman named Renee Ribant answers the phone, understands the issue, then goes and finds the coat.

And then the incredible thing happens. She runs to our flight's gate (which was not close), gets there before the airplane door closes (literally within a minute or so), and convinces the reluctant gate agent to bring the coat onboard. As we're about to be pushed away from the gate, a flight attendant hands us the coat.

In a world where examples of lousy customer service abound, I was impressed. I spend enough time in Admirals Clubs to know that the Renee's that work there don't typically have a lot of time on their hands. I intersect with enough service industry people to know many, even if they had the time, wouldn't "O.J." through the terminal for a coat.

But then there's Renee. Guess what will go through my mind when it's time to re-up for my Admirals Club membership this fall?

Do you have a great customer service story? Post it as a comment. It's good for us all to be reminded that "above and beyond" customer service still lives.

Labels: accountability, customer service

posted by Andy at 12:43 PM