Few companies have found the holy grail of management: High Employee Engagement. In the average company, about 32 percent of employees are actively engaged in their work, and about 20 percent actively disrupt operations. But for those who figure it out, the rewards are unmistakable. Companies who score Continue reading
Have you noticed that the presidential race is fueled by anger?
Tuesday was primary election day in Maryland, and I voted for a losing candidate. He isn’t angry about the right things for enough people. People of all stripes feel that their rights are being violated and declare, “it’s ‘s not fair!”
It’s difficult to be angry about the same things as everyone else because people are mostly angry with others who are angry with them.
Frustration, anger, and bitterness know no bounds. We all carry and nourish them everywhere we go—home, work, and to the ballpark, and it is easy to see the havoc they wreak.
Somehow we have deluded ourselves into believing that politicians are responsible for and capable of making life fair and for ensuring that our “rights” are never violated. So, we “run” to politicians who share our brand of anger, huddle with like-minded malcontents for affirmation, and harden ourselves against “them,” whoever “them” are. We run into angry arms for justice. To me, that is inane.
The unyielding insistence on being treated “fairly” is foolish. We ourselves don’t always treat others fairly and cry out for understanding when we don’t. So, really, we don’t always want fairness. We don’t want our just desserts once we realize what they are.
The “fairness economy” is a losing system; it feeds self-centeredness, bitterness, and resentment. Humans have a penchant for distorting reality and esteeming themselves more highly than we ought to. Psychologists even have names for our distortions, e.g., self-serving bias, self-enhancement bias, self-confirming bias, and the ultimate attribution error. When others don’t treat us in accordance with our rosy self-portraits, it feels demeaning, and our anger is aroused. Then a battle ensues.
What if we didn’t make “getting our due” the supreme rule in life? What if we pursued a more noble cause in our businesses?
The apostle Paul commended people to live in the “servant economy” when he wrote:
Can patriotic American capitalists make this a guiding principle instead of “getting my due”? Would that be contradictory? I think not.
- When salesmen count their customers more significant than themselves, the customer is helped, sales are made, and loyalty is won.
- When leaders consider their staff’s needs above theirs, people are treated with dignity and appreciation; they grow; they take risks and support their leader and his/her goals.
- When team members look out for their boss, the team tackles problems, overcomes challenges, and meets their goals.
- When colleagues look out for each other, trust is built, people learn, and the work climate is positive and productive.
If we would esteem others more highly than ourselves at work, we would take a giant step away from anger and towards reconciliation. “If” is a big word though. There is a reason why people turn to politicians for justice. It’s easier to toss the burden on someone else rather than to carry it personally.
I want to live in the servant economy. How about you? Which economy do you want to live in – fairness, servant, or another?
I have an enviable job; I get to help leaders figure out how to create productive, prosperous workplaces. Yesterday, Amanda Gianotti of Allogram Inc., and I spoke with the Women in Business at the Hunt Valley Business Forum. Our topic was Cultivating the Heart of Appreciation.
It is such a rich topic that we didn’t have time to answer all of our audience’s questions, so I’d like to provide forum for questions and commentary on the topic.
Here are a few of the questions that came-up during and after our presentation. Please let us know what is on your mind.
Q. If I work with someone who isn’t a great performer, should I still show them appreciation?
A. Yes. Appreciating and rewarding people are not necessarily the same thing, though they can be. Appreciation is about valuing people for who they are and how they were made. Rewards are for motivating.
Everyone is “deficient” in some way(s). It is easy for us to allow our frustration with others to blind us to their value. People who show sincere appreciation for others are able to exercise influence and leadership. Those who don’t have a much harder go of it.
Q. You said that everyone has a language of appreciation; how do I know someone’s language?
A. That’s the million dollar question! We generally find that people have a primary language and often a secondary language that speaks to them most clearly. A person tends to give what they want. A person who frequently encourages others is likely to have “Words of Affirmation” as their language. If you notice that a person frequently asks how they can help or readily jumps in to serve, he or she likely to understand “Acts of Service,” and that is the language you should speak to them.
What are your questions?
Christmas and the end of the fiscal year are fast approaching. That has a lot of people thinking about “employee appreciation.” Visions of parties, bonuses, promotions and sugar plum fairies are dancing through senior managers’ heads.
Parties can be a lot of fun, especially when people already feel good about each other and the company. Bonuses and promotions are fantastic, but they can be as elusive as sugar plum fairies as well. That’s okay because while parties, bonuses, and promotions are nice, they don’t always speak “I value you,” as much as you might think.
So, what can a manager give to show appreciation?
Managers, or anyone for that matter, can always give the gift of SUVS. It doesn’t cost much, if anything, at all. In honor of Employee Appreciation Day 2015, the Kronos Workforce Institute commissioned a survey of U.S employees. They found that what most people want in their workplace stocking is recognition for what they do. More than anything else people want others to see and appreciate that they are: 1) doing a good job like 90+ percent of the time, and 2) that their valued talents are contributing to the company’s success.
The Key to SUVs is:
See the people around you notice how they are made and what they contribute to the work community. This is easier said than done. The busyness of work and preoccupation with our own wants are formidable barriers to noticing others.
Understand: Study people to learn their motives, values, talents, and their Languages of Appreciation. Be curious about what you notice and explore it rather than glossing over it.
Value: Many of us are inclined to critique others, especially when they are not like us. Since there are about 7.3 billion people in the world, this is an inherently flawed approach. We have generational differences, gender differences, personality differences and dozens of different differences! While there are most certainly things that are morally right and wrong, good and bad, better and worse, many of us confuse our likeness as the standard. It is far wiser to look for the beauty in those differences.
Savor people like a fine wine. Just like fine wine, I am told, people are complex. There is much to enjoy about them if you take the time to dwell on their fine qualities.
The great thing about SUVS is that you can’t give it just at the Christmas party or just on Employee Appreciation Day. It takes time to See, Understand, Value and Savor people, and when you do gratitude will flow naturally from you. Hopefully, you will be able express it in a Language of Appreciation that people understand!
Succession planning is a perennial concern in the ranks of executives, and rightly so. The wave of boomers retiring was slowed by the seven-year downturn, but we have now emerged from the great recession. Though many people have not fully recovered, the reprieve can’t last forever.
Succession Planning = Growing Wisdom
The purpose of succession planning is to nurture wisdom so future leaders, at all levels, will be competent to make good decisions. Now that information is ubiquitous (and overwhelming), knowledge is not THE differentiator for effective decision-making that it once was. Today, we need wise people who define problems cogently, work collaboratively, and find creative solutions.
That begs the question, how do we “grow” wise, creative, collaborative people? Is there a program for that?
Yes. There are many, but none can replace the “real thing.”
Formal programs are often poor institutional replacements for organic relationships and processes. Sure, mentoring programs, annual nine-box reviews, and competency-based training programs are beneficial. In fact, I make my living helping clients with these very programs, but they are only supplements to the natural and organic dynamics of teams. Supplements do very little when the soil itself is depleted.
Wisdom is learned most effectively from organic processes like:
- Experience Solving Problems – including successes and failures,
- Story Telling – hearing tales of yore from the elders,
- Imagining – dreaming up ideas for what might work,
- Reflection – personally and in teams, and
- it is increased exponentially from feedback.
But who has time for story-telling, imagination, and reflection? Todays’ technology-infused marketplace requires pragmatism and fast action. Without continual learning, however, action solves yesterday’s problems, and people quickly grow obsolete.
Sustainable success requires business processes designed for action and learning.
What if your work methods were co-generational? What if work processes could create and distribute both “product” and wisdom? It is not only possible; it is a reality for many companies. Here are six ways to make it your reality:
1. Design Jobs for Teams
Many jobs provide liberal amounts of autonomy, which, not coincidentally, is highly prized by Gen Xers. There is much to be said about the motivational power of autonomy, but it can also hinder the learning that comes from diversity. The power of autonomy is the amount of input and control released to people. Instead of releasing control to individuals, release control to teams. Then, require them to make decisions together. For example, you could make the team unit rather than the individual responsible and accountable for sales, delivery, and service. To ensure it sticks, reward performance based on both individual and team results.
2. Multi-level Working Teams
With all the talk about diversity, I don’t hear much discussion of experience as an important facet of diversity. If you want “junior” people to learn, they have to be in on the action where they get experience and can rub elbows with the experts. Novices learn by exchanging ideas with more experienced people while they work – not by being told what to do or by watching from afar.
3. Player Coaches
First-line supervisors are commonly working supervisors. It is less common for mid and senior-level leaders to sit down and think-through problems with staff. While often rusty in technical matters, experienced leaders have perspective, problem-solving approaches, and social awareness. In other words, they have wisdom, and it’s their responsibility to share it. Leaders can be player coaches by joining teams as working members, conducting round-table discussions, participating in training program, and teaching leadership courses.
4. Safe Team Meetings
Meetings are like liver. Hardly anyone likes them, but they contain essential minerals. Just like liver, if you don’t prepare well and tend to the climate, meetings leave a bitter taste in your mouth. Meetings should be a safe place for communicating and solving work problems. Take team meetings seriously: meet regularly, prepare, bring problems to the forefront, enforce the ground rules, and listen.
5. Dialogue without Decision
This is a serious discussion of issues with the intent to explore and understand that is separate from decision-making and action planning. For many people, the urge to decide and act is compelling; anything else feels like a waste of time. Engaging in Dialogue without Decision is a deliberate business process that recognizes learning, knowledge, and wisdom as valuable inputs and outputs of work. When you conduct Dialogue without Decision Meetings, you help establish learning, listening, and critical thinking as core company values.
6. Post-mortem Sessions
Debriefs, post-action reviews and post-mortem sessions are “common” among best-in-class companies. But their value depends largely upon how you conduct them. To get maximum learning from these sessions, focus the conversation on “what we noticed” and “how we interpreted it” rather than “what we did.” This will uncover and test the veracity of your guiding theories. The learning that results will improve the speed and quality of future decisions.
Succession Planning will remain a perennial concern as long as executives rely on programs like knowledge management systems, succession planning, and leadership training as their main developmental tools. Leaders will find they get better results using co-generational work processes, which derive learning from the work experience and from social interactions that encourage story-telling, imagining, and reflection. You may believe that you can’t afford such fanciful whims, but that is just your imagination.
- glued to their “phones,” and
- need constant stroking.
Remember Who You Were?
If you are a Baby Boomer – a hippie, turned me generation, turned soccer mom, your generation ushered in free-love, drugs, the broken family, and Wall Street excess. You also integrated the workforce – giving women and minorities a step on the corporate ladder. If you are a Gen X – a latchkey kid, turned MTV fan, turned slacker, turned free agent, your generation gave the word “cynical” a whole new face, established the grunge culture, and wore the mullet. You also introduced work-life balance, turned our focus to business results rather than time and tenure, and renewed the country’s entrepreneurial spirit. Who you were isn’t who you turned out to be. In fact, you were never fully who others thought you were. So let’s give our successors a break. What do you say? Maybe they aren’t exactly like us – nor are they entirely who people say they are. Instead, let’s have a productive conversation about engaging them in the important work of our organizations. After all, that’s exactly what we all want.
Do you believe that you are a gemstone? What about everyone around you – do you believe that they are also gems? No matter what generation you belong to, you are a brilliant jewel. You were formed and cut by mighty forces: the events and pressures of your era – war, prosperity, depression, family structure, layoffs, technological booms, terrorism, etc. A gem is a precious stone no matter when, where, or how it was created. All rubies share the same essential characteristics. The same is true of people. Generations tend to be driven by a common set of values and needs. Chief among them are:
|♦ Autonomy/Choice||♦ Learning/Growth||♦ Challenge|
|♦ Meaningful Work||♦ Relationships||♦ Accomplishment|
These drivers are like the facets of a gem: they reflect the light brilliantly or dully depending on where the light hits the stone. Each generation tends to value some work conditions more than other generations and will shine brightly when the light hits their best facets. Millennials tend to place a relatively higher value on relationships, personal growth, and meaningful work than their predecessors. As a result, they sparkle brightly when they:
- work socially – on cohesive teams that are focused on important work
- have the freedom to work wherever they choose
- have access to leaders so they can engage, learn, and get feedback
- see real opportunity to grow and progress.
So what if they need more feedback than their predecessors? That’s how people learn. The dearth of feedback from leaders is the main reason why employees and results stagnate. If prior generations sought and gave less of it, perhaps it was because they were less savvy learners and more fearful about looking stupid than their younger counterparts. So what if Millennials think it is crazy to be tied to a cubicle to get work done or to put in face time just to appear committed? It’s crazy! People are more productive when they have the freedom to complete work in a way that suits them. Besides, they have been working from “wherever” their whole lives. So what if Millennials want to see a future for themselves and refuse to put the company in the driver seat of their careers? They learned well from their parents who, through layoffs and pay freezes, discovered that you can’t tie your future to the company. Instead, you have to make it yourself.
So, what is the Gen X or Boomer manager to do? In this light, the answer is apparent. Shine the light on what makes Millennials sparkle brilliantly. This generation will comprise 50% of the workforce in six short years (2020) and you will need to know how to work with them – as your employee, or as your boss.
As it turns out, the practices you need to help Millennials shine work well for your whole team:
- Invite them into conversations about business challenges, and give honest feedback on their ideas about those challenges.
- Build automated and personal feedback loops into work processes so they always know how well they are doing.
- Learn the language of mentoring.
- Restructure work processes to make them more team-oriented. Include experienced people on the team as role models for the less experienced folks.
- Call a meeting to talk with your team about a flexible work schedule. Explain that you want to give them all the flexibility they want, as long as all of your business needs continue to be met. Then, define your business needs as team, and ask them to come up with scheduling guidelines or a team schedule.
- Invite them to offer technology solutions for making the work environment more flexible and efficient.
Any jeweler will tell you to shine the light on a gem’s best facets. The same is true for people. Shine the light on what makes them sparkle rather than what makes you sparkle.