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A Quick Lesson in Business Communication

Communication Tip: If it’s not the project manager or the project team, then who?
By Tina Schuelke, Executive Director
Change Management Communications Center LLC | www.cmccfoxvalley.com

Most of our clients are surprised when we coach them about communication plans. The most unanticipated part of our conversation about communication plans is centered on revealing best practices pertaining to senders and receivers of communications.

Research about business communication and more specifically, communication about change, shows us that employees have two preferred senders. A sender is the person delivering the message. The preferred sender is determined by the kind of message being communicated. Surprisingly missing on the preferred sender list is the project team. Employees are not fond of, and are less open to hearing information and direction about changes from the project team assigned to the change. One of the most common mistakes we see in communication plans for projects and major changes is that communications are being sent or presented directly by the project manager or the project team.

Here are some research-based tips to help you use the best sender in your communication plans for leading change:

Contact Change Management Communications Center today to co-create a communication plan for your project that ensures your audiences are open to hearing and taking positive action with the messages you need to deliver about the changes you are leading. Effective change communication is our forte.

Change Management Communications Center is a business consulting firm that specializes in change management. We help leaders and organizations build their authentic leadership styles and change competencies so they realize higher profits from the changes they lead and invest in.

Leadership * Succession Planning * Strategic Planning * Business Model Design * Executive Coaching * Process Improvement * Teambuilding * Innovation

www.cmccfoxvalley.com
Oshkosh, WI | Milwaukee, WI
(920)651-1144

How to Be an Effective Group Leader

Why Dominating Leaders Kill Teams

Dominating leaders tend to stifle creative ideas that might otherwise emerge from group discussions thus making the teams less productive.

Francesca Gino is an Associate Professor in the Negotiations, Organizations, and Markets Unit at Harvard Business School.  In the November 13, 2013 edition for “Working Knowledge” published by the Harvard Business School, Michael Blanding discusses Professor Gino’s series of studies in which she and her colleagues, Leigh Plunkett Tost of the University of Michigan and Richard P. Larrick of Duke University found that when leaders are focused on their own sense of power, they can hurt the performance of their teams—but with an important catch. The effects only occur when leaders are actually in a position of power.

Usually when we think about groups, we think that a strong leader naturally improves the functioning of the team. Professors Gino, Tost and Larrick explore this in depth in their article “When Power Makes Others Speechless: The Negative Impact of Leader Power on Team Performance”. In their work they differentiate between a “subjective sense of power,” that is, when someone thinks they have control over others, and actual power, when someone has formal authority over compensation, promotions, how resources are allocated or how decisions are made. Actual power and as sense of power often go hand in hand, but not always.

Sometimes in a group situation without a formal leader, a leadership role can be assumed by a person who believes he or she has superior knowledge or skills. The researchers found that in cases when someone felt powerful but was not recognized as being in a position of authority, team members were able to override that person’s domination of the conversation and add their own input.

As I would expect, they found that in the best performing groups, the leader orchestrates the conversation, and gets everyone talking. In other words, strong leaders can and do improve team performance when they go into a situation with a sense of humility about their own relative power.

On the other end of the spectrum, poor performing teams were dominated by a leader who made his power known, controlling the conversation and stifling input from the non-leader members of the group.

In conclusion, Professors Gino, Tost and Larrick suggest there is a powerful opportunity to improve performance just by making leaders aware of the dangers of hogging airtime in a discussion.

“I want to believe that oftentimes we behave the way we do because we are not aware of the effects of our actions,” says Gino. “Bringing this type of awareness to leaders walking into group decision-making situations could set up a different process whereby they benefit from what others have to offer.”

They further conclude that being aware of the negative effects generated by an overpowering leader can make non-leaders feel more empowered to assert their own point of view—whether or not the person dominating the conversation is a formal leader.  I believe that this requires the non-leaders to trust that the leader with power will not exercise that power against them.

It is no surprise to me that getting leaders to listen to others and to facilitate a productive group discussion is powerful indeed.

Read the complete article, here.

Company Tune Up | Mid-Year Business Review

While my TEC groups perform this business review at the beginning of the year, given the state of the economy it is prudent to revisit this again.

Situation Analysis: (The Current Reality)

  • Lessons learned in the past year are:
  • What decisions would I/we have changed in the past year?
  • How successful have I/we been in achieving goals and objectives?

Strategic Analysis: (Where, What, Why)

  •  What is my vision?
  • Our “Why”? (This will usually embrace all elements of your business and should be consistent with your personal goals, purpose and values.)
  • Our corporate mission is:
  • Our values and behaviors are:
  • Forces driving change in our industry are:
  • Our three most direct competitors are:
  • Our major strengths are:
  • Our major weaknesses are:
  • These major threats confront us:
  • These major opportunities are available to us:
  • Our critical success factors that have made us successful to date are:

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When this business review is completed, running this past a peer group can result in a very dynamic discussion.

How We Will Operate | B. Charles Ames Series

How We Will Operate

This is the fourth in a series of posts that will describe what the CEO Reliance Electric thought about basic commitments, how the organization was going to operate and ground rules for managers. Once again, all the content of this article is based on the work of B. Charles Ames as outlined in his management manifesto titled Basic Management Concepts dated January 14, 1974.

Reliance Electric was a $1 billion conglomerate at the time our company was acquired.  They had been on a run of successful acquisitions for several years.  They owned about a hundred companies producing electric motors, power transmission equipment, retail food packaging and weighing equipment, telecommunications equipment, and more.

How do you run a conglomerate with a wide range of diverse businesses . . . effectively?  Ames wrote the following.

  • In light of Reliance Electric’s girth, the Divisions of the company needed to work together to take advantage of lessor endowed competitors.
  • The company centralized “certain functions” when it was economically advantageous.  The interests of the corporation trumped those of any individual Division.
  • Reliance followed a uniform set of administrative policies throughout all operations.  Human Resources, for example, would be managed consistently throughout the organization.

So far, so good.  Here is where it gets interesting. Ames was clear here:

  • The company would not force integration where it didn’t make sense or seek consistency among the Divisions without regard to individual differences of the Divisions.
  • The company would not impose corporate policies on decisions without seeking into from the Divisions.

What Ames wanted us to do was gain a competitive advantage from our size and diversity, without messing around with the basic integrity of the divisional profit center concept.  An interesting balancing act, to be sure.  And, the basic business strategy of the company.  Because Ames wrote it down and distributed it all of us, we knew what was expected.

B. Chuck Ames and his wife Jay currently manage the Ames Family Foundation.  They divide their time between a home in Vero Beach, Florida and a second home in a suburb of Cleveland.  

 

Getting Referrals Isn’t That Hard

As we work with sales professionals, we regularly preach about the importance of getting referrals. Many feel uncomfortable asking for referrals from new customers. As with so many things, the easiest way to get referrals is to ask for them. It becomes surprisingly easy the more you practice.

Let’s look at the last time you completed selling a solution to a new customer. You are wrapping up the conversation. Everyone is feeling really good about the process. They are pleased with you and your company, and you feel confident that they will be happy with the results.

Now that you’ve established a strong new relationship, this is the perfect time to capitalize on it.  But do NOT make the common mistake of asking “Do you know anyone else I should be talking to about my product/service?” More than likely, that will produce the typical response of “Gee, no, I don’t” or “Hmm, let me think about it and get back to you.”

It is so much easier for someone to make a referral if they know the type of businesses or people you want to add to your portfolio of customers. You’ve done this homework already and know the type of customers that have been most successful for you. You have targeted customers by job title, annual company sales, location, approximate size, and other factors. Now, just use these characteristics when you ask for a referral. Try something like this:

“Martha, my best customers are those I have found from a referral. I’d like to describe my preferred customer. Would you be so kind as to just jot down the names that come to mind as you hear those qualities? “

After you’ve finished describing your preferred customer and a list has been created, ask for some details. Don’t overdo it. Get basic contact information and permission to use your new customer’s name when contacting the referral.

Failed Change Initiatives Come Down To The CEO

 Most TEC-involved CEOs and organization leaders are well aware of the elements that need to be in place to create change initiatives.  In today’s world, change comes more rapidly than ever.

But by and large, these initiatives are not sufficiently successful … at least they don’t reach the performance levels we aspired to.

Why?

In his TEC presentations, Michael Canic of Bridgeway Leadership, Denver, provides a litany of required efforts under the headings of the right environment, focus and people.  But we get all that.  We do it, at least most of it.  So, why don’t our people make it happen?

He was asked about the top three reasons after a recent presentation.  They are, in his consulting experience:

1.  CEO Commitment

We say we are, but we actually aren’t.  Canic says, “There is a massive difference between the will to win, and the will to do what it takes to win.”  We earnestly put in place the roadmap for the change initiative and make assignments to our most competent direct reports, with touch base sessions.  But then we get distracted with all the other demands on our time.  We fail to give the impression that the change effort is a “must”.  We send a “mixed message.”  The energy we initially created subsides.

What the CEO has to do, he says, is have just one major commitment at a time … and focus relentlessly on it.  There might be three important ones, but deal with them sequentially.  It will be CEO attention that makes them happen, he says.  By your paying attention, people take responsibility to perform on schedule.

2.  CEO Capability

Simply, this means that some important elements aren’t put in place.  The CEO doesn’t know about them, or doesn’t feel they’re important to the initiative.  We’re good at knowing the technical things that have to happen, but not the “people” things.  These include knowing that people really do understand the purpose … what success looks like … have the knowledge and skills to do what’s expected of them … that they know what’s expected and by when … that they get affirmation … and help when they have a problem.  Simple things when we say them … but often missed.  Have a very visible Master Calendar, showing initiatives, champions and timelines, and manage to it.  It shows people the whole process is being managed, and they see where their part fits in.

As Canic says, what YOU do as CEO is not as important as what your PEOPLE experience.  Don’t assume.

3.  CEO Control of His/Her EGO

Too often, he says, CEOs compromise their own forward success by reflecting their past success in how they comport themselves, in their demeanor.  People recognize this immediately.  You aren’t on the same “level” with them, not on the same “team” with them … and it affects their commitment.  Successful change leaders hold their egos in check.  They put what’s necessary in place, and then spend the rest of their time being a servant, helping others to be successful.

Interestingly, he notes, all failed change initiatives come down to the CEO!

 

WAIT: Why Am I Talking? | The Power of Silence in Business

The Sounds of Silence

“If we were meant to talk more than listen, we would have two mouths and one ear” is a famous Mark Twain quote, one that is good to reflect on when communicating in business.  Leaders that excel at active listening possess a critical asset that will elevate them from good to great.  That element however is often the hardest to grasp and incorporate into day-to-day interactions.  Why is it so hard to listen effectively?a

Most business leaders are very driven individuals, constantly moving forward with great intensity and a deep desire to perform.  This stereotype is well ingrained in our business culture.  The profile of a successful leader rarely includes appreciating and practicing the art of being a good listener.  BTW – have you ever seen a CEO  position description include “must be an excellent listener”?

True listening (not just waiting to speak) presents an opportunity to evaluate, process and uncover clues to solve problems and create strategic advantage.  Chances are when listening in earnest we will  learn something new or be motivated to think about an issue or topic differently, particularly when engaging individuals who view the world differently.  The best solutions and strategies can result from these diverse exchanges. Without this experience we might never grow and improve as business people!

The benefits of having those skills when interacting with colleagues and associates are many. Someone who is an authentic listener can and does evoke a higher level of trust within a relationship.  And, trusting relationships are priceless. When individuals feel that they have been heard, leaders are much more effective at inspiring professional development and overall performance.

So why is it so hard to shut up and listen?  It takes work. Wanting to be a better listener is a start.  A tip?  Recently a fellow TEC Chair shared this acronym. I think is terrific and use it as a reminder.  WAIT: Why Am I Talking?

Unexpected Business Lessons from Artist Henri Matisse

Thanks Matisse!

I somewhat reluctantly (I am now embarrassed to say) attended the Henri Matisse retrospective at the Minneapolis Institute of Art. I freely admit to a limited appreciation for art, but this was a fantastic exhibition. And Matisse offered up some unexpected business lessons:

 “Each picture as I finish it, seems like the best thing I have ever done…. and yet after a while I am not so sure. It is like taking a train to Marseille. One knows where one wants to go. Each painting completed is like a station—just so much nearer the goal. The time comes when the painter is apt to feel he has at last arrived. Then, if he is honest, he realizes two things—either that he has not arrived at all or that Marseille… is not where he wanted to go anyway, and he must push farther on.” – Henri Matisse

The artist’s quote illuminates the business canvas. Like why we, and the organizations we create, are in a constant state of change, chaos, and renewal. Which helps me understand why I have never met a satisfied, successful CEO. Which helps me appreciate the best CEO’s I know who take extreme pleasure in the journey, including the ups and downs, and treat the achievement of a goal simply as a part of the process.

Successful enterprises, and the CEOs who run them, embrace as compatible equals both evolution and stability; they neither fear, nor overly celebrate, the moments of light and dark that ultimately lead to business excellence.

A contemporary artist of a different sort, Steve Jobs, said: “If you haven’t found it yet, keep looking. Don’t settle. As with all matters of the heart, you’ll know when you find it. And, like any great relationship, it just gets better and better as the years roll on.”

 

 

 

 

Leadership: Thinking, Being, Doing | Becoming a Better Leader, Father, Husband, Friend and Person.

Armed with an extensive study guide, we are revisiting Lee Thayer’s book Leadership: Thinking, Being, Doing with all my TEC groups.  A very worthwhile exercise for becoming a better leader, father, husband, friend and person.

Leadership, Learning and Habits.

How does being judgmental get in the way of learning?  In every form of communication you will ever engage in with other people there is an old piece of unconventional wisdom that says,

You do not see the world as it is.

You see the world as you are.

 

This fits in with the discussion of “habits” offered as part of the launching pad for learning how to think like leaders think.  The first and last leadership lesson is:

We are led by our habits of feeling, of thinking, of perceiving,
and of understanding.

 

We don’t “have” our habits. They “have” us. They do what they do, go where they go, and we are left to clean up the aftermath. They are rarely something we are consciously aware of, particularly in advance. They are the shakers and movers of our lives. All of our being, doing, knowing, having, and saying are driven by our habits. They get entrenched because they get exercised—not intentionally, but by default. Our habits are like the default settings on your computer. They take over. They do what they do, with no commands or control by you.

Leaders know this beyond any doubt they might muster. They know they are “led” by their habits. So they know that to get to where they want to go, they have to have the kinds of habits that will take them there. Learning to be a pianist, or a tennis player, or a surgeon requires you to develop the kinds of habits that take over so you can concentrate on the anomalies and on the fine tuning. If you had to walk without thousands of built-in habits for doing so, you couldn’t do it. You would literally be unable to walk under conscious control.

Much more on this later . . .

Stress Ain’t Good For You

Companies and organizations that survived the “Great Recession” did so because of perseverance, effort and focus. However, there is a price to pay for everything and perhaps the price in this case is a lot more stress. And yes, this is an understandable outcome – do more with less, work additional hours, a sense of uncertainty, disrupted sleep, it all adds up to stress.

Recently a growing number of people have mentioned to me how stressed they are. They tell me stress plays a larger part of their professional as well as personal lives. For some, stress is affecting their health, outlook of life, quality of family activities and on and on.

So, I listen and am reminded of how I used to get consumed by life situations and feel stressed from time-to-time.

Here is a simple method I learned years ago to alleviate stress and bring some calmness into my life.

Each of us possesses a wonderful tool to calm us whenever and wherever we notice we are upset, angry and allowing ourselves to get stressed out. You have access to this tool every second of every day as long as you live. It is simple, costs nothing, is always your choice and will make a difference!

Intentional Breathing

Breathe in . . .

Breathe out . . .

Breathe in . . .

Breathe out . . .

Breathe in . . .

Breathe out . . .

Just pause for a few minutes and remember anger is not a good strategy for solving problems instead choose to intentionally breathe, stay relaxed and alert for better decision making.

Try intentional breathing the next time you find yourself edgy and ready to get stressed . . . get better results instead.

The TEC slogan for many years has been Better Leaders, Better Decisions, Better Results.

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Looking for more quick fixes to stress? Check out this article by Harvard Medical School – Mini-Relaxation Exercises: A quick fix in stressful moments