Join the conversation. Have you or someone you know been bullied in the workplace?
FOX 26 Talks About Your Bully Stories
Friday, November 19, 2010
Wednesday, November 10, 2010
Top Leaders Continually Learn From Their Team
Managers who want to engage their employees must stay connected with them
Top Leaders Continually Learn From Their Team
Top Leaders Continually Learn From Their Team
Thursday, October 7, 2010
Back to Blogging
Well, my little break from blogging is over. As many of you know I took a little break to concentrate on writing my book, "Doing the Opposite." Now that the book is completed and published, it is time to get back to sharing insights and information.
If you have not already read the article in today's Houston Chronicle, I urged you to take a look at the importance of networking. If you are looking to build your career or reinvent yourself, now is the time to stop being afraid and start networking.
http://www.chron.com/disp/story.mpl/headline/biz/7235347.html
Cheers to your Success!
Tuesday, April 20, 2010
Tuesday, April 13, 2010
Which is Better: Being the Boss or Being a Leader?
"The difference between a boss and a leader...a boss says 'go', a leader says 'let's go!'" --E.M. Kelly
When I was younger, I always wanted to be the boss of someone or something. I remember trying to give orders to everyone and everything from our family pets, the dolls in my room and even the other kids on the playground. If I was playing a game with my brother or cousins, I remember always wanting to be the one in charge (gee, if you were to ask my husband, he would probably say little has changed!).
As I have grown older and have been fortunate enough to have been in positions of leadership, I have learned that there is a big difference in being the boss and in being a leader and for the record, I choose the latter. Here are a few insights I have learned along the way that has helped shaped my way of thinking:
1. The boss gets respect; the leader earns it.
2. The boss depends upon authority; the leader on good will.
3. The boss inspires fear; the leader inspires enthusiasm and motivates.
4. The boss says ‘ME; the leader says ‘WE.’
5. The boss places blame; the leader takes responsibility.
6. The boss tells you how; the leader shows you how.
7. The boss shows who is wrong; the leader shows what is wrong.
8. The boss depends on their title; the leader depends on others.
9. The boss says ‘Go’; the leader says ‘Let’s go.’
10. The boss is a risk; the leader takes them.
When I reflect back on the question, would I rather be a boss or a leader, I am glad that that the little kid in me who always wanted to be the boss grew up into the adult who knows it is more important to be a leader.
When I was younger, I always wanted to be the boss of someone or something. I remember trying to give orders to everyone and everything from our family pets, the dolls in my room and even the other kids on the playground. If I was playing a game with my brother or cousins, I remember always wanting to be the one in charge (gee, if you were to ask my husband, he would probably say little has changed!).
As I have grown older and have been fortunate enough to have been in positions of leadership, I have learned that there is a big difference in being the boss and in being a leader and for the record, I choose the latter. Here are a few insights I have learned along the way that has helped shaped my way of thinking:
1. The boss gets respect; the leader earns it.
2. The boss depends upon authority; the leader on good will.
3. The boss inspires fear; the leader inspires enthusiasm and motivates.
4. The boss says ‘ME; the leader says ‘WE.’
5. The boss places blame; the leader takes responsibility.
6. The boss tells you how; the leader shows you how.
7. The boss shows who is wrong; the leader shows what is wrong.
8. The boss depends on their title; the leader depends on others.
9. The boss says ‘Go’; the leader says ‘Let’s go.’
10. The boss is a risk; the leader takes them.
When I reflect back on the question, would I rather be a boss or a leader, I am glad that that the little kid in me who always wanted to be the boss grew up into the adult who knows it is more important to be a leader.
Transition and Adapting to a New (and Happier) Normal
Last week, I received three different invitations to speak at three different events on various topics. At first, I thought I was being invited because the conference coordinators had gotten wind about my book coming out this summer and that they were inviting me to speak about the leadership insights I wrote about in the book. Generally, when I am invited to speak, the topics are leadership, customer service and lately, workplace bullying. However, this last call took me by surprise.
I was asked to speak to a group of seasoned executives who have recently been faced with job loss and/or in the midst of a career transition. Clearly, I thought he had called the wrong person. Why would you want me to speak about something that I am currently experiencing myself? Heck, I am still figuring it all out for myself!
As we discussed the topics of how transitioning and facing obstacles can lead you towards following your passion and greater opportunities in greater detail, it finally clicked. We discussed my move from Ohio to Texas a few years back. I had initially thought it was my dream job, only to find out that it was more like a nightmare which began and ended in less than two years. I will spare you all of the details but suffice it to say that the transition provided me with enough material to write several books on ineffective leadership and why it is important to start “doing the opposite”.
During the course of our conversation, I stated that my transitions have allowed me to learn that it is okay to adapt to a new normal, when he suddenly exclaimed, “That’s it!” “What’s it?” I asked. “That is the topic that we want you to talk to our group about. Adapting to a New Normal!” he replied.
Although the presentation is still a few months away, I have been thinking about how to structure my talk so that the message inspires and motivates the audience. Yes, I moved over 1,400 miles away from my family and friends (and certainly out of my comfort zone) for what I thought was greener pastures, but reflecting back, the move was a necessary part of my journey which is leading me down the path that I now follow.
Yes, it is hard to lose a job, but sometimes that loss is the vehicle needed to see and follow your true passions. Yes, I have met some wonderful people since moving to Texas and now I have an opportunity to realize that I need to get out and meet more to build my network and grow as a person and as a professional. Do I have regrets? The answer is NO! Do I miss the nice salary that afforded me the ability to vacation when I wanted, shop where I wanted and dine out as often as I wanted? Sometimes maybe, (wish I could have purchased that Tiffany’s bracelet I wanted the other day) but at the end of the day, when all is said and done, I am glad I am in a stage of transition where I am able to create and adapt to a new (and happier!) normal.
I was asked to speak to a group of seasoned executives who have recently been faced with job loss and/or in the midst of a career transition. Clearly, I thought he had called the wrong person. Why would you want me to speak about something that I am currently experiencing myself? Heck, I am still figuring it all out for myself!
As we discussed the topics of how transitioning and facing obstacles can lead you towards following your passion and greater opportunities in greater detail, it finally clicked. We discussed my move from Ohio to Texas a few years back. I had initially thought it was my dream job, only to find out that it was more like a nightmare which began and ended in less than two years. I will spare you all of the details but suffice it to say that the transition provided me with enough material to write several books on ineffective leadership and why it is important to start “doing the opposite”.
During the course of our conversation, I stated that my transitions have allowed me to learn that it is okay to adapt to a new normal, when he suddenly exclaimed, “That’s it!” “What’s it?” I asked. “That is the topic that we want you to talk to our group about. Adapting to a New Normal!” he replied.
Although the presentation is still a few months away, I have been thinking about how to structure my talk so that the message inspires and motivates the audience. Yes, I moved over 1,400 miles away from my family and friends (and certainly out of my comfort zone) for what I thought was greener pastures, but reflecting back, the move was a necessary part of my journey which is leading me down the path that I now follow.
Yes, it is hard to lose a job, but sometimes that loss is the vehicle needed to see and follow your true passions. Yes, I have met some wonderful people since moving to Texas and now I have an opportunity to realize that I need to get out and meet more to build my network and grow as a person and as a professional. Do I have regrets? The answer is NO! Do I miss the nice salary that afforded me the ability to vacation when I wanted, shop where I wanted and dine out as often as I wanted? Sometimes maybe, (wish I could have purchased that Tiffany’s bracelet I wanted the other day) but at the end of the day, when all is said and done, I am glad I am in a stage of transition where I am able to create and adapt to a new (and happier!) normal.
The Path to Management is More Than Just a Title: Be Careful What You Ask For
The other day I received a phone call from a gentleman who used to work for me. It had been some time since we last spoke and I was eager to catch up on what was going on in his life and career. He shared with me that he is frustrated in his current role at his company and was in search of something more fulfilling. I asked if he had started applying for positions that better suited his interests and skills, and he replied that he had been looking both internally and externally but had not found anything yet.
As the conversation went on, I asked what type of position he was looking for and he replied that he wanted to get into “management”. In his current role, he is a customer service representative and has held similar positions like that in the past. From what I remember of his work experience, he has not held a position that involved management responsibilities, so I asked (hoping not to offend him), “Why management?”
Like many people I have spoken to over the years that have expressed a desire to break into management but who have unfortunately lacked the experience needed to get their foot in the door, I offered a few suggestions that may help him make his transition a little smoother, if in fact, he decides to follow the management career path.
1. Ask someone in a leadership role if they would be willing to mentor you and discuss the benefits, as well as the disadvantages of being in management
2. Familiarize yourself with key characteristics involved in not only managing, but managing effectively.
3. Assess your current skill set and determine what skills you still need to develop in order to be an effective leader.
4. Look towards a leader you admire and ask if they would mind if you shadowed them so that you could see what they do on a daily basis.
5. Informally interview people who report to someone you regard as an effective leader and see how they perceive that person’s leadership capabilities to be.
Remember that becoming a leader is more than a title and a nicer paycheck; it is a responsibility that comes with many ups and downs. When leaders are leading effectively and things are going well, it can be one of the most rewarding roles in the world. But when things are not going so well, that is when you learn that the path to management can be a bumpy road at times …so just be careful what you ask for.
As the conversation went on, I asked what type of position he was looking for and he replied that he wanted to get into “management”. In his current role, he is a customer service representative and has held similar positions like that in the past. From what I remember of his work experience, he has not held a position that involved management responsibilities, so I asked (hoping not to offend him), “Why management?”
Like many people I have spoken to over the years that have expressed a desire to break into management but who have unfortunately lacked the experience needed to get their foot in the door, I offered a few suggestions that may help him make his transition a little smoother, if in fact, he decides to follow the management career path.
1. Ask someone in a leadership role if they would be willing to mentor you and discuss the benefits, as well as the disadvantages of being in management
2. Familiarize yourself with key characteristics involved in not only managing, but managing effectively.
3. Assess your current skill set and determine what skills you still need to develop in order to be an effective leader.
4. Look towards a leader you admire and ask if they would mind if you shadowed them so that you could see what they do on a daily basis.
5. Informally interview people who report to someone you regard as an effective leader and see how they perceive that person’s leadership capabilities to be.
Remember that becoming a leader is more than a title and a nicer paycheck; it is a responsibility that comes with many ups and downs. When leaders are leading effectively and things are going well, it can be one of the most rewarding roles in the world. But when things are not going so well, that is when you learn that the path to management can be a bumpy road at times …so just be careful what you ask for.
Friday, April 9, 2010
The Secret’s Out: The Mean Kids in School Today Will Become the Workplace Bullies Tomorrow
Lately, I have been hearing more and more about the topic of bullying. Obviously, it is no longer one of the best kept secrets as it used to be; in fact, it seems more like it is heading toward an epidemic than it is simply being exposed. The questions that need to be asked are: How likely are the mean kids that are enrolled in schools today heading towards becoming the workplace bullies of tomorrow? From my point of view I would have to say it is very likely.
In the Schools
In elementary school, we will sometimes dismiss actions of the playground bully as being innocent child play. Parents are quick to say, “Oh, you know how kids are.” Or “It’s just innocent playing.” But lately, sadly, that is not necessarily the case. Look at Phoebe Prince, a girl who committed suicide after repeatedly being bullied by her classmates. To make matters worse, one of the “cyber bully” moms blamed the victim stating that she called her daughter names. . http://www.newser.com/story/84778/bullys-mom-blames-dead-girl-for-own-suicide.html
The reality is that these same kids will eventually become adults who are going to enter the workplace and exhibit some of the same behaviors they are currently exhibiting in schools. Like a lot of workplaces, the school leaders have an obligation to “manage” their students and act on reports of a problem, yet in most cases where bullying is involved, they did nothing to stop the problem. The system and the leaders failed and were ineffective.
In the Workplace
Some experts will say that bullies enjoy tearing people down which makes them feel more confident, more superior and more in control, while others will say that the bully may actually see their abusive and assertive behavior as a sign of effective leadership.
The Workplace Bullying Institute has conducted and published very interesting research and is working hard to bring a bad situation to light. They also have provided insights that I feel are worth sharing regarding what bullying is and startling statistics that reinforces their point.
What is Workplace Bullying?
Workplace Bullying was defined as repeated mistreatment. It is not simply incivility, rudeness or misperceptions. It is repeated mistreatment: sabotage by others that prevented work from getting done, verbal abuse, threatening conduct, intimidation, humiliation.
Key Findings
• 37% of workers have been bullied
• Most bullies are bosses (72%)
• 60% of bullies are women
• Women bullies target women in 71% of cases
• Bullying is 4 times more prevalent than illegal harassment
• 62% of employers ignore the problem
• 45% of Targets suffer stress-related health problems
• 40% of bullied individuals never tell their employers
• Only 3% of bullied people file lawsuits
Source:
http://www.workplacebullying.org/research/zogbyflyer_2010.pdf
What can Organizations Do?
1. If you do not currently have anti- harassment policy in place that addresses bullying behavior, the time has come to put one in place.
2. Communicate your policies and zero tolerance concerning bullying and other types of harassment throughout all levels of the organization.
3. Provide training and hold leaders accountable for their actions and the actions of their employees.
4. Be familiar with tactics commonly used by bullies. If you see it going on in your organization, address it immediately. (http://xpectresults.blogspot.com/2010/03/workplace-bullying-or-simply.html)
5. Screen prospective leadership candidates carefully as part of your recruitment and hiring practice, ensuring that they have they ability to lead and motivate others (assessment tools are a great place to start).
6. If and when a bully slips through the cracks, address the behaviors immediately; do not wait for them to make improvements on their own.
7. Lastly, if you witness or are experiencing bullying in the workplace, act immediately and bring it to the attention of people in the organization that can do something about it.
Regardless of your title or position in an organization, workplace bulling is not okay under any circumstances.
In the Schools
In elementary school, we will sometimes dismiss actions of the playground bully as being innocent child play. Parents are quick to say, “Oh, you know how kids are.” Or “It’s just innocent playing.” But lately, sadly, that is not necessarily the case. Look at Phoebe Prince, a girl who committed suicide after repeatedly being bullied by her classmates. To make matters worse, one of the “cyber bully” moms blamed the victim stating that she called her daughter names. . http://www.newser.com/story/84778/bullys-mom-blames-dead-girl-for-own-suicide.html
The reality is that these same kids will eventually become adults who are going to enter the workplace and exhibit some of the same behaviors they are currently exhibiting in schools. Like a lot of workplaces, the school leaders have an obligation to “manage” their students and act on reports of a problem, yet in most cases where bullying is involved, they did nothing to stop the problem. The system and the leaders failed and were ineffective.
In the Workplace
Some experts will say that bullies enjoy tearing people down which makes them feel more confident, more superior and more in control, while others will say that the bully may actually see their abusive and assertive behavior as a sign of effective leadership.
The Workplace Bullying Institute has conducted and published very interesting research and is working hard to bring a bad situation to light. They also have provided insights that I feel are worth sharing regarding what bullying is and startling statistics that reinforces their point.
What is Workplace Bullying?
Workplace Bullying was defined as repeated mistreatment. It is not simply incivility, rudeness or misperceptions. It is repeated mistreatment: sabotage by others that prevented work from getting done, verbal abuse, threatening conduct, intimidation, humiliation.
Key Findings
• 37% of workers have been bullied
• Most bullies are bosses (72%)
• 60% of bullies are women
• Women bullies target women in 71% of cases
• Bullying is 4 times more prevalent than illegal harassment
• 62% of employers ignore the problem
• 45% of Targets suffer stress-related health problems
• 40% of bullied individuals never tell their employers
• Only 3% of bullied people file lawsuits
Source:
http://www.workplacebullying.org/research/zogbyflyer_2010.pdf
What can Organizations Do?
1. If you do not currently have anti- harassment policy in place that addresses bullying behavior, the time has come to put one in place.
2. Communicate your policies and zero tolerance concerning bullying and other types of harassment throughout all levels of the organization.
3. Provide training and hold leaders accountable for their actions and the actions of their employees.
4. Be familiar with tactics commonly used by bullies. If you see it going on in your organization, address it immediately. (http://xpectresults.blogspot.com/2010/03/workplace-bullying-or-simply.html)
5. Screen prospective leadership candidates carefully as part of your recruitment and hiring practice, ensuring that they have they ability to lead and motivate others (assessment tools are a great place to start).
6. If and when a bully slips through the cracks, address the behaviors immediately; do not wait for them to make improvements on their own.
7. Lastly, if you witness or are experiencing bullying in the workplace, act immediately and bring it to the attention of people in the organization that can do something about it.
Regardless of your title or position in an organization, workplace bulling is not okay under any circumstances.
Monday, March 29, 2010
Real Leaders; Create Blueprints to Success
"I am the master of my fate; I am the captain of my soul."
William E. Henley
A couple of years ago I found myself at a crossroad in my career. I had a job that I hated, but was making more money that I could have ever dreamed of. For some, the money part would have made the rest more manageable, but for me I felt like I was not living my purpose and passion. I was simply not happy at that point on my career. I knew that it was time for me to make decisions concerning the future direction of my career, but I also knew that I needed the guidance of someone more experienced than I was. I contacted my mentor, Keith; explained my situation and asked for his advice.
Always willing to listen, he advised me that I need to create a blueprint for my career. Sensing my confusion, he explained that your career blueprint is similar to any other type of blueprint. Simply put, you look at what the end should look like and you begin to work backwards. Initially, I did not understand but he explained that I should picture myself at the end of my career and envision what that looks like (What I will be doing or what job or role I will be retiring from). Next, he told me to look at where I was currently and basically to fill in the middle, working my way backwards. It finally clicked. Just like we write down goals and plan for the future, often we need to map out a career blueprint to help us figure out where we want to go from here.
That advice and most importantly, creating that blueprint, helped me realize what I needed to do and what steps I needed to take to get there. What started out as a crossroad actually became the path that will lead my success.
William E. Henley
A couple of years ago I found myself at a crossroad in my career. I had a job that I hated, but was making more money that I could have ever dreamed of. For some, the money part would have made the rest more manageable, but for me I felt like I was not living my purpose and passion. I was simply not happy at that point on my career. I knew that it was time for me to make decisions concerning the future direction of my career, but I also knew that I needed the guidance of someone more experienced than I was. I contacted my mentor, Keith; explained my situation and asked for his advice.
Always willing to listen, he advised me that I need to create a blueprint for my career. Sensing my confusion, he explained that your career blueprint is similar to any other type of blueprint. Simply put, you look at what the end should look like and you begin to work backwards. Initially, I did not understand but he explained that I should picture myself at the end of my career and envision what that looks like (What I will be doing or what job or role I will be retiring from). Next, he told me to look at where I was currently and basically to fill in the middle, working my way backwards. It finally clicked. Just like we write down goals and plan for the future, often we need to map out a career blueprint to help us figure out where we want to go from here.
That advice and most importantly, creating that blueprint, helped me realize what I needed to do and what steps I needed to take to get there. What started out as a crossroad actually became the path that will lead my success.
Friday, March 26, 2010
Real Leadership Tips; Change Starts with Us
Clearly, it was not by accident that when Gandhi set out to be a change agent in the world, he looked inward and started with himself first. As leaders, how many of us look inward in order to make an impact outward?
Prior to my first position in leadership, I was a customer service representative who made a lot of mistakes. I was young (no excuse) and I did not take my job seriously. Instead of focusing on meeting my performance goals, I focused more on being popular and hanging out with the “in crowd.” Clearly not leadership material.
It wasn’t until I was passed up for a position doing the job I was currently doing in a interim role that I realized that I needed to take a closer look at how I was performing. If I didn’t start taking my job seriously, not only would I find myself in a position that could leave me without a job, but I would continuously be passed up for opportunities to advance.
I would have no one to blame but myself. It was only after I began to take my job seriously, became accountable for my actions and my performance and looked inward to see what changes I needed to make that things started to change for me.
We all have the ability to be the change we want to see in the world; whether that world is the workplace, classroom or elsewhere, it must first start with us.
Prior to my first position in leadership, I was a customer service representative who made a lot of mistakes. I was young (no excuse) and I did not take my job seriously. Instead of focusing on meeting my performance goals, I focused more on being popular and hanging out with the “in crowd.” Clearly not leadership material.
It wasn’t until I was passed up for a position doing the job I was currently doing in a interim role that I realized that I needed to take a closer look at how I was performing. If I didn’t start taking my job seriously, not only would I find myself in a position that could leave me without a job, but I would continuously be passed up for opportunities to advance.
I would have no one to blame but myself. It was only after I began to take my job seriously, became accountable for my actions and my performance and looked inward to see what changes I needed to make that things started to change for me.
We all have the ability to be the change we want to see in the world; whether that world is the workplace, classroom or elsewhere, it must first start with us.
Thursday, March 25, 2010
Workplace Bullying or Simply Ineffective Leadership?
Recently, I responded to the question, “Is bullying in the workplace on the rise?” Below is how I responded to the question as well as a list I came across outlining 25 tactics commonly used by workplace bullies.
I believe workplace bullying is on the rise and agree with the previous responses. In fact, it is becoming such a concern that bills are being introduced (Healthy Workforce Act) to address the issue.
Workplace bullying is a form of harassment that companies must address as they would any other harassment concerns. Leaders who bully are liabilities for the companies they work for, not only due to the possible legal ramifications, but the impact it has on the overall organization. Like many, I have had the misfortune in the past of either working for or with someone who views bullying as a leadership trait when in reality it is a tactic that demonstrates insecurities, inflated egos, fear, inexperience and a need for power or control.
Below are additional insights I found to be interesting:
Research by the Workplace Bullying Institute suggests that the following are the most common 25 tactics used by workplace bullies.
1. Falsely accused someone of "errors" not actually made (71 percent).
2. Stared, glared, was nonverbally intimidating and was clearly showing hostility (68 percent).
3. Discounted the person's thoughts or feelings ("oh, that's silly") in meetings (64 percent).
4. Used the "silent treatment" to "ice out" and separate from others (64 percent).
5. Exhibited presumably uncontrollable mood swings in front of the group (61 percent).
6. Made up own rules on the fly that even she/he did not follow (61 percent).
7. Disregarded satisfactory or exemplary quality of completed work despite evidence (58 percent).
8. Harshly and constantly criticized having a different standard for the target (57 percent).
9. Started, or failed to stop, destructive rumors or gossip about the person (56 percent).
10. Encouraged people to turn against the person being tormented (55 percent).
11. Singled out and isolated one person from coworkers, either socially or physically (54 percent).
12. Publicly displayed gross, undignified, but not illegal, behavior (53 percent).
13. Yelled, screamed, threw tantrums in front of others to humiliate a person (53 percent).
14. Stole credit for work done by others (plagiarism) (47 percent).
15. Abused the evaluation process by lying about the person's performance (46 percent).
16. Declared target "insubordinate" for failing to follow arbitrary commands (46 percent).
17. Used confidential information about a person to humiliate privately or publicly (45 percent).
18. Retaliated against the person after a complaint was filed (45 percent).
19. Made verbal put-downs/insults based on gender, race, accent or language, disability (44 percent).Age is another factor.
20. Assigned undesirable work as punishment (44 percent).
21. Created unrealistic demands (workload, deadlines, duties) for person singled out (44 percent).
22. Launched a baseless campaign to oust the person; effort not stopped by the employer (43 percent).
23. Encouraged the person to quit or transfer rather than to face more mistreatment (43 percent).
24. Sabotaged the person's contribution to a team goal and reward (41 percent).
25. Ensured failure of person's project by not performing required tasks, such as sign-offs, taking calls, working with collaborators (40 percent).
I believe workplace bullying is on the rise and agree with the previous responses. In fact, it is becoming such a concern that bills are being introduced (Healthy Workforce Act) to address the issue.
Workplace bullying is a form of harassment that companies must address as they would any other harassment concerns. Leaders who bully are liabilities for the companies they work for, not only due to the possible legal ramifications, but the impact it has on the overall organization. Like many, I have had the misfortune in the past of either working for or with someone who views bullying as a leadership trait when in reality it is a tactic that demonstrates insecurities, inflated egos, fear, inexperience and a need for power or control.
Below are additional insights I found to be interesting:
Research by the Workplace Bullying Institute suggests that the following are the most common 25 tactics used by workplace bullies.
1. Falsely accused someone of "errors" not actually made (71 percent).
2. Stared, glared, was nonverbally intimidating and was clearly showing hostility (68 percent).
3. Discounted the person's thoughts or feelings ("oh, that's silly") in meetings (64 percent).
4. Used the "silent treatment" to "ice out" and separate from others (64 percent).
5. Exhibited presumably uncontrollable mood swings in front of the group (61 percent).
6. Made up own rules on the fly that even she/he did not follow (61 percent).
7. Disregarded satisfactory or exemplary quality of completed work despite evidence (58 percent).
8. Harshly and constantly criticized having a different standard for the target (57 percent).
9. Started, or failed to stop, destructive rumors or gossip about the person (56 percent).
10. Encouraged people to turn against the person being tormented (55 percent).
11. Singled out and isolated one person from coworkers, either socially or physically (54 percent).
12. Publicly displayed gross, undignified, but not illegal, behavior (53 percent).
13. Yelled, screamed, threw tantrums in front of others to humiliate a person (53 percent).
14. Stole credit for work done by others (plagiarism) (47 percent).
15. Abused the evaluation process by lying about the person's performance (46 percent).
16. Declared target "insubordinate" for failing to follow arbitrary commands (46 percent).
17. Used confidential information about a person to humiliate privately or publicly (45 percent).
18. Retaliated against the person after a complaint was filed (45 percent).
19. Made verbal put-downs/insults based on gender, race, accent or language, disability (44 percent).Age is another factor.
20. Assigned undesirable work as punishment (44 percent).
21. Created unrealistic demands (workload, deadlines, duties) for person singled out (44 percent).
22. Launched a baseless campaign to oust the person; effort not stopped by the employer (43 percent).
23. Encouraged the person to quit or transfer rather than to face more mistreatment (43 percent).
24. Sabotaged the person's contribution to a team goal and reward (41 percent).
25. Ensured failure of person's project by not performing required tasks, such as sign-offs, taking calls, working with collaborators (40 percent).
Tuesday, March 23, 2010
Never Forget Where You Came From
Recently, I completed the draft of my book, “Doing the Opposite: Insights for New Leadership Success”. Part of the approach I took was to interview several leaders and business executives, gathering their input and advice to be included in the book.
One of the executives I wanted to mention in my book is deceased, but his widow was willing to share insights as to the type of leader her husband was. As we wrapped up the interview, I asked her one final question, “Your husband was obviously very well respected and he accomplished many firsts in his career, but what is the one factor that contributed the most to his success?” She responded, “He never forgot where he came from”.
She shared with me how he grew up in economically challenging times and although his family did not have much, he appreciated what they had. He faced many adversities in his life, whether it was as a star college athlete in the 50’s, fighting for civil rights or climbing the corporate ladder… yet he never forgot where he came from.
Sometimes we get so caught up in the titles we hold, the positions we are looking to secure and difficulties we are facing that we don’t always take time to look back and remember where we came from. Sometimes, they hold the key to where we are going.
One of the executives I wanted to mention in my book is deceased, but his widow was willing to share insights as to the type of leader her husband was. As we wrapped up the interview, I asked her one final question, “Your husband was obviously very well respected and he accomplished many firsts in his career, but what is the one factor that contributed the most to his success?” She responded, “He never forgot where he came from”.
She shared with me how he grew up in economically challenging times and although his family did not have much, he appreciated what they had. He faced many adversities in his life, whether it was as a star college athlete in the 50’s, fighting for civil rights or climbing the corporate ladder… yet he never forgot where he came from.
Sometimes we get so caught up in the titles we hold, the positions we are looking to secure and difficulties we are facing that we don’t always take time to look back and remember where we came from. Sometimes, they hold the key to where we are going.
Thursday, March 11, 2010
Customer Service Through the Customers Eyes
Recently, my brother went to the eye doctor for a routine eye exam and found out that he needed glasses. After the initial shock wore off, he headed to a vision store to get his prescription filled. He recently started a new job and with that came a new insurance card. After shopping around the store and selecting the frames he wanted to purchase, he gave his insurance card to the sales clerk. With a few key strokes on the computer the clerk came back and informed him that his benefits were not effective until 2012.
Knowing that there must be a mistake, my brother informed the clerk that he just signed up for the insurance less than a month ago and that he had never used the insurance before. The clerk suggested he contact the insurance provider and investigate the problem on his own.
One of the qualities I admire most about my brother is his passion for customer service. He has worked in various customer service related capacities during his career and like me, appreciates it when he receives exceptional service. Obviously this was not the case in this situation. As we discussed what the clerk could have done in this situation, we came up with a short list that may have resulted in a different outcome.
1. When in doubt, assume that your customers are telling the truth
2. Go the extra mile, pick up the telephone and investigate on behalf of the customer
3. Don’t make the customer do the job that you were hired to do
4. Act like you care; it takes very little to show understanding and empathy for others
5. Value your customers; if you don’t, the store down the street will
It doesn’t matter if the product you are purchasing involves glasses, a car or even something as small as a candy bar. Customer service and delivering a quality experience is the one factor that determines if you will have a customer for life or if they will head straight to your competitors.
If you have a customer service experience you would like to share, let me know.
Knowing that there must be a mistake, my brother informed the clerk that he just signed up for the insurance less than a month ago and that he had never used the insurance before. The clerk suggested he contact the insurance provider and investigate the problem on his own.
One of the qualities I admire most about my brother is his passion for customer service. He has worked in various customer service related capacities during his career and like me, appreciates it when he receives exceptional service. Obviously this was not the case in this situation. As we discussed what the clerk could have done in this situation, we came up with a short list that may have resulted in a different outcome.
1. When in doubt, assume that your customers are telling the truth
2. Go the extra mile, pick up the telephone and investigate on behalf of the customer
3. Don’t make the customer do the job that you were hired to do
4. Act like you care; it takes very little to show understanding and empathy for others
5. Value your customers; if you don’t, the store down the street will
It doesn’t matter if the product you are purchasing involves glasses, a car or even something as small as a candy bar. Customer service and delivering a quality experience is the one factor that determines if you will have a customer for life or if they will head straight to your competitors.
If you have a customer service experience you would like to share, let me know.
Tuesday, March 9, 2010
Is Denial the New Leadership Standard?
Like many people, I have been closely following the news concerning Toyota and the complete mess they seemed to have brought on themselves. I am also finding myself becoming very irritated by the actions and prior inactions of the executives at Toyota. The other week, a segment on ABC News highlighted a test that was conducted to prove that there is an electrical problem causing the cars to accelerate. On Monday, Toyota executives held a press conference stating that they had conducted their own experiment and that the findings featured on the news segment were wrong. To take that a step further, Toyota not only conducted the test on their own line of vehicles but also did so with other manufactures vehicles. I see several factors wrong with this scenario, but most of all I see that Toyota’s real problem continues to stem from ineffective leadership within their organization.
Here are five things companies and those in leadership positions should not do when being faced with a PR nightmare, diminished consumer confidence and a tarnished image:
1. Spend more time denying that a problem exists and looking for others to blame verses spending time accepting responsibility and correcting what is wrong.
2. Fail or wait extended periods of time to acknowledge that a problem exists and minimize it when others begin to criticize you.
3. Not listening to your customers or following up on their feedback; several months, multiple complaints’ and even death occurred before Toyota acknowledged that they were aware of a problem.
4. Feel that just because your ship is sinking, you might as well take others down with you. Obviously Toyota’s competitors are experiencing an increase in vehicle sales because of this situation, but it is not necessary to conduct a test using their vehicles when your cars are the ones with the issue.
5. Focus on sales and profits in the midst of a disaster. I think this statement speaks for itself.
As with any organization, a company is only as good as the people who are leading it. There are several key competencies that effective leaders possess, but denial is not one of them.
Let me know what you think.
Here are five things companies and those in leadership positions should not do when being faced with a PR nightmare, diminished consumer confidence and a tarnished image:
1. Spend more time denying that a problem exists and looking for others to blame verses spending time accepting responsibility and correcting what is wrong.
2. Fail or wait extended periods of time to acknowledge that a problem exists and minimize it when others begin to criticize you.
3. Not listening to your customers or following up on their feedback; several months, multiple complaints’ and even death occurred before Toyota acknowledged that they were aware of a problem.
4. Feel that just because your ship is sinking, you might as well take others down with you. Obviously Toyota’s competitors are experiencing an increase in vehicle sales because of this situation, but it is not necessary to conduct a test using their vehicles when your cars are the ones with the issue.
5. Focus on sales and profits in the midst of a disaster. I think this statement speaks for itself.
As with any organization, a company is only as good as the people who are leading it. There are several key competencies that effective leaders possess, but denial is not one of them.
Let me know what you think.
Wednesday, February 24, 2010
Undercover Boss: The Missed Opportunity
After viewing a couple of episodes of the new series Undercover Boss, I decided that I would do a little investigating on my own to see if the series would have an impact on one of the businesses featured. The other week, after the segment featuring the CEO of Hooters aired, my family and I decided to have dinner at one of the local restaurants
On my way to the bathroom and all throughout the restaurant there were fliers promoting the CEO’s appearance on the new show, so I decided to ask my server a few questions while we waited for our food to arrive. I was curious to know if the images portrayed on the show were accurate, you know… the one where one of the managers, Jim Bob, subjected the woman to a line up to make sure they looked “hot” enough, wore the right make-up, etc. Our server stated that they did.
I also inquired if it was true that all of the shirts came in sizes such as xx-small and small only and she indicated that they did but there was once a server that wore a large. I asked are they made to play humiliating games in order to leave early for the day and she said that although they are not subjected to the extremes highlighted on the show such as eating beans off of a plate with your hands behind your back, they too were subjected to these types of games similar to what they show highlighted.
As a female and mother of two young girls, although I love the food at Hooters it appears to me that they are in desperate need of not only sensitivity training but they also are in need of more effective leadership. I watched the way the CEO attempted to address the manager Jim Bob concerning his degrading treatment of his employees and frankly, I felt that the reprimand fell a little short in my book.
If I were to have walked into the restaurant and heard that yes, the workers were being treated with little to no respect but after the show aired had made a commitment to change as was indicated in the staged ending/pep rally, then I would believe that the show would serve a worthwhile purpose in invoking real change in an organization. Being highlighted on the show, of course, is an opportunity to showcase your organization and let people know who and what you do, but the opportunity to make a real difference and change for the better is the biggest opportunity and that seems to have been a missed opportunity in this case.
On my way to the bathroom and all throughout the restaurant there were fliers promoting the CEO’s appearance on the new show, so I decided to ask my server a few questions while we waited for our food to arrive. I was curious to know if the images portrayed on the show were accurate, you know… the one where one of the managers, Jim Bob, subjected the woman to a line up to make sure they looked “hot” enough, wore the right make-up, etc. Our server stated that they did.
I also inquired if it was true that all of the shirts came in sizes such as xx-small and small only and she indicated that they did but there was once a server that wore a large. I asked are they made to play humiliating games in order to leave early for the day and she said that although they are not subjected to the extremes highlighted on the show such as eating beans off of a plate with your hands behind your back, they too were subjected to these types of games similar to what they show highlighted.
As a female and mother of two young girls, although I love the food at Hooters it appears to me that they are in desperate need of not only sensitivity training but they also are in need of more effective leadership. I watched the way the CEO attempted to address the manager Jim Bob concerning his degrading treatment of his employees and frankly, I felt that the reprimand fell a little short in my book.
If I were to have walked into the restaurant and heard that yes, the workers were being treated with little to no respect but after the show aired had made a commitment to change as was indicated in the staged ending/pep rally, then I would believe that the show would serve a worthwhile purpose in invoking real change in an organization. Being highlighted on the show, of course, is an opportunity to showcase your organization and let people know who and what you do, but the opportunity to make a real difference and change for the better is the biggest opportunity and that seems to have been a missed opportunity in this case.
Wednesday, February 3, 2010
Undercover Boss: Maybe More Leaders need a “Whiff of Reality”
I am not a big fan of reality shows (ok, there is one that I am completely addicted to… The Real Housewives of Atlanta, but don’t tell anyone!) but there is one show I am looking forward to seeing when it debuts.
The series premiere of “Undercover Boss” will have cameras following Larry O'Donnell, the President and C.O.O. of Waste Management, while he cleans port-a-potties, picks up roadside trash and empties garbage cans.
Mr. O’Donnell was recently interviewed by a reporter, Christine Hall with the Houston Business Journal and based on his comments it is safe to say that Mr. O’Donnell walked away with a whole new perspective and more importantly, lessons that can be passed on to new and upcoming leaders. A few insights I took away:
• The ones at the top are only as good as those who are not. Rarely does a company executive get an opportunity to dig in and get their hands dirty while performing the work that others are performing on behalf of their companies. Getting in the trenches, stepping out of the confines of the corner office provides a real view from the top.
• Your decisions really do impact others- It is easy to make a decision and never follow the trail to see where it ends up. Making decisions and seeing the reality of them will provide invaluable insights as to how grateful we should be to those doing the work day in and day out.
• You set the tone for how people enjoy their jobs. Waste management is just that, dealing day in and out in waste. In this case, regardless of the task, employees were able to approach their jobs with a positive attitude and a desire to do well.
It is rare that an executive seizes an opportunity to get a “whiff of reality,” but as leaders (and more importantly for those new and upcoming leaders), it’s important to stay grounded, in touch with the realities going on in your organization and to never lose sight of the people that are working hard every day to make your company great.
The series premiere of “Undercover Boss” will have cameras following Larry O'Donnell, the President and C.O.O. of Waste Management, while he cleans port-a-potties, picks up roadside trash and empties garbage cans.
Mr. O’Donnell was recently interviewed by a reporter, Christine Hall with the Houston Business Journal and based on his comments it is safe to say that Mr. O’Donnell walked away with a whole new perspective and more importantly, lessons that can be passed on to new and upcoming leaders. A few insights I took away:
• The ones at the top are only as good as those who are not. Rarely does a company executive get an opportunity to dig in and get their hands dirty while performing the work that others are performing on behalf of their companies. Getting in the trenches, stepping out of the confines of the corner office provides a real view from the top.
• Your decisions really do impact others- It is easy to make a decision and never follow the trail to see where it ends up. Making decisions and seeing the reality of them will provide invaluable insights as to how grateful we should be to those doing the work day in and day out.
• You set the tone for how people enjoy their jobs. Waste management is just that, dealing day in and out in waste. In this case, regardless of the task, employees were able to approach their jobs with a positive attitude and a desire to do well.
It is rare that an executive seizes an opportunity to get a “whiff of reality,” but as leaders (and more importantly for those new and upcoming leaders), it’s important to stay grounded, in touch with the realities going on in your organization and to never lose sight of the people that are working hard every day to make your company great.
Tuesday, February 2, 2010
Being Inspired by Quotes…And Other Words of Wisdom
I often reflect on quotes that I have heard over the years and found that many have inspired me to become a better person and leader. Some quotes are written by famous authors and poets, while others come from everyday people who have a strong message they want to communicate… like the one my mother always said to me when I acted up as a child: “I brought you into this world, I can take you out.” OK, maybe that was more of a threat instead of a quote.
I thought it would be interesting to share with you a few quotes that for various reasons helped guide and shape the way I approach business, education, people and life.
“A goal is a dream with a deadline”, Napoleon Hill- I have learned the importance of not only setting personal and professional goals for myself (no more New Year’s resolutions!), but being specific on how and what I need to do to achieve them.
"When people show you who they are, believe them." - Maya Angelou. This is a good reminder to judge people on their actions and not merely on their words.
Management is doing things right; leadership is doing the right things. -Peter F. Drucker. There is an age- old question that has been debated for many years: Is there a difference between leading and managing? Depending on whom you ask, you will get a variety of answers in support of both. But for me, leading people and helping them find their way is more effective than telling them how to do things the way I think they should be done.
Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand. - General Colin Powell. When I was in the military, there was an acronym I must have heard every single day during training; K.I.S.S, which stands for many things depending on who is saying it. Keep it short and simple, Keep it short and sweet or my favorite yelled many times by my drill sergeants; Keep it simple, stupid! Life does not have to be as complicated as we sometimes make it.
Like me, many people have been influenced by the power of words and wisdom passed down to them from others, so I ask you: What quotes have inspired you and how?
I thought it would be interesting to share with you a few quotes that for various reasons helped guide and shape the way I approach business, education, people and life.
“A goal is a dream with a deadline”, Napoleon Hill- I have learned the importance of not only setting personal and professional goals for myself (no more New Year’s resolutions!), but being specific on how and what I need to do to achieve them.
"When people show you who they are, believe them." - Maya Angelou. This is a good reminder to judge people on their actions and not merely on their words.
Management is doing things right; leadership is doing the right things. -Peter F. Drucker. There is an age- old question that has been debated for many years: Is there a difference between leading and managing? Depending on whom you ask, you will get a variety of answers in support of both. But for me, leading people and helping them find their way is more effective than telling them how to do things the way I think they should be done.
Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand. - General Colin Powell. When I was in the military, there was an acronym I must have heard every single day during training; K.I.S.S, which stands for many things depending on who is saying it. Keep it short and simple, Keep it short and sweet or my favorite yelled many times by my drill sergeants; Keep it simple, stupid! Life does not have to be as complicated as we sometimes make it.
Like me, many people have been influenced by the power of words and wisdom passed down to them from others, so I ask you: What quotes have inspired you and how?
Thursday, January 28, 2010
A List of Inspiring Leaders and One You May Have Missed
I just read a great article in Business Week addressing the leading and inspiring of people, especially during times of challenge. The article displayed pictures of inspirational leaders: Warren Buffet, Bill Gates, Ursula Burns and of course, my all time favorite, Oprah Winfrey. You can read the article in its entirety, but below are a few reasons why I agree with the names on the list. For length’s sake I have focused on four inspiring leaders, but there are several more that are wonderful, as well. Hats off to the author, Alaina Love, who saw that the message of inspirational leadership is one worth sharing.
Oprah Winfrey: She tops my list for several reasons and not just because I have been a fan of her show and her message for the nearly 25 years she has been on TV. Oprah really has the ability to inspire the entrepreneur in all of us. It is one thing when people talk the talk, but as Ms. Love pointed out, she is willing to reinvent herself and explore new outlets to deliver her message.
Ursula Burns, CEO of Xerox: Today she is recognized as a transformational leader who is taking Xerox to a higher level. While many have used the title “The first African American female to head up a major US corporation,” I see her as a woman who exemplifies the characteristics of an aspiring leader. Risk taker, thought leader, change maker.
Warren Buffett- He is calm, reasonable and confident in his actions to move investment strategies forward. His actions inspire a sense of resolve that careful thorough, strategic planning and a sense of thinking before you act builds trust.
Bill Gates, Leaders who inspire also know the importance of paying it forward. What I like about Bill Gates is that he sees problems outside of his organization that have an impact on the world and transfers his business abilities and passion to work towards solving those problems.
The thing that I have realized is that inspirational leaders exist all around us. Yes, there are some leaders that are not very effective but for every one that is not, you will probably find 5 that are. If you have the ability to take risks, put others before yourself, are a servant, humble, driven and the list can go on… then you do not have to look far. Just get up, go to the mirror and smile. You just found one.
Oprah Winfrey: She tops my list for several reasons and not just because I have been a fan of her show and her message for the nearly 25 years she has been on TV. Oprah really has the ability to inspire the entrepreneur in all of us. It is one thing when people talk the talk, but as Ms. Love pointed out, she is willing to reinvent herself and explore new outlets to deliver her message.
Ursula Burns, CEO of Xerox: Today she is recognized as a transformational leader who is taking Xerox to a higher level. While many have used the title “The first African American female to head up a major US corporation,” I see her as a woman who exemplifies the characteristics of an aspiring leader. Risk taker, thought leader, change maker.
Warren Buffett- He is calm, reasonable and confident in his actions to move investment strategies forward. His actions inspire a sense of resolve that careful thorough, strategic planning and a sense of thinking before you act builds trust.
Bill Gates, Leaders who inspire also know the importance of paying it forward. What I like about Bill Gates is that he sees problems outside of his organization that have an impact on the world and transfers his business abilities and passion to work towards solving those problems.
The thing that I have realized is that inspirational leaders exist all around us. Yes, there are some leaders that are not very effective but for every one that is not, you will probably find 5 that are. If you have the ability to take risks, put others before yourself, are a servant, humble, driven and the list can go on… then you do not have to look far. Just get up, go to the mirror and smile. You just found one.
Wednesday, January 27, 2010
Toyota: A Lesson in Ineffective Leadership?
To say that Toyota is in the midst of a PR nightmare would probably be considered an understatement. I have been a loyal Toyota owner for many years, as has every member of my family, but as of this week I find myself questioning why… and if I will remain a Toyota owner. The unfortunate events that ultimately led to a massive recall should not have occurred and it would not have, if those in leadership positions would have demonstrated effective leadership principles.
Bob Daly, Toyota Motor Sales U.S.A, senior vice president, recently recorded a video in which he denounced the critics who reported that several Toyota vehicles were unsafe and could have potentially been the cause of several accidents and deaths. http://www.youtube.com/watch?v=ogwHePDVoaw.
While I realize that Mr. Daly is in charge of sales, and as such, the bottom line profit is his main objective, there are some things that you just don’t do:
1. You never take for granted that your customers will remain loyal to you- If an organization cannot show you that they care about you and your safety, chances are they don’t.
2. Don’t make excuses-There are a lot of companies that have been faced with recalls. They handled them with grace and were able to recover. Remember Tylenol?
3. Get all of the facts first- Do not post a video stating that the critics are wrong and then proceed to downplay the severity of a problem. Dig deeper and exhaust every possible resource that will substantiate your denials.
4. Place value on people verses profits-Profits can be recouped; people and loyalty to your company are irreplaceable.
5. Be accountable and take action- One bad report is one too many, yet when you look at how much time has elapsed since the time of this massive recall, it is clear that a sense of urgency was warranted but did not occur.
We talk a lot about what it takes to be effective leaders, but in this case, Toyota has provided an example of what you should not do as a leader.
Bob Daly, Toyota Motor Sales U.S.A, senior vice president, recently recorded a video in which he denounced the critics who reported that several Toyota vehicles were unsafe and could have potentially been the cause of several accidents and deaths. http://www.youtube.com/watch?v=ogwHePDVoaw.
While I realize that Mr. Daly is in charge of sales, and as such, the bottom line profit is his main objective, there are some things that you just don’t do:
1. You never take for granted that your customers will remain loyal to you- If an organization cannot show you that they care about you and your safety, chances are they don’t.
2. Don’t make excuses-There are a lot of companies that have been faced with recalls. They handled them with grace and were able to recover. Remember Tylenol?
3. Get all of the facts first- Do not post a video stating that the critics are wrong and then proceed to downplay the severity of a problem. Dig deeper and exhaust every possible resource that will substantiate your denials.
4. Place value on people verses profits-Profits can be recouped; people and loyalty to your company are irreplaceable.
5. Be accountable and take action- One bad report is one too many, yet when you look at how much time has elapsed since the time of this massive recall, it is clear that a sense of urgency was warranted but did not occur.
We talk a lot about what it takes to be effective leaders, but in this case, Toyota has provided an example of what you should not do as a leader.
Dominos Pizza: How to Suck and Succeed
Hats off to Dominos Pizza! It is rare that you will run across an organization that is in the process of reinventing themselves by admitting that they suck but that they might be on to something. For the record, I have to admit that I stopped eating Dominos Pizza several years ago because they were right…their pizza really did suck. Although it may have taken them 50 years to figure out what many customers already knew, the fact that they are choosing to act on it now is a sign that the company is on the right track.
In the case of Domino’s, obviously their profits will increase …simply because they are choosing to put their dough where their mouth is, no pun intended.
Let’s take a look at what they are doing right:
1. They have created a top-down strategy looking inward and long-term. Dave Brandon, CEO, set the direction for the company and communicated the vision on where they are and where they want to be in the future
2. They analyzed the data- Domino’s realized that there was a significant number of people who ordered from them once and never again. For many customers, 10-20 years had passed since they ordered a pizza. They analyzed the high marks including delivery and speed but noticed that inferior taste painted a bad overall picture.
3. They listened to consumers-You will never get an answer if you don’t ask the question. With data in-hand, Domino’s looked at where they scored the lowest, read comments posted online by former customers and held focus groups to gather feedback.
4. They capitalized on strengths and are addressing weaknesses-they are looking inward to see what works well and where opportunities for improvement exist. This is the first step to improvement.
5. They are changing the perception-They recognize that perception of some is the realty for most. Setting out to change people’s perception one person at a time is key to rebuilding trust and gaining loyalty.
At the end of the day, business is business whether your product is a pizza, education, offering a service, etc…and if you are not looking constantly for opportunities to reinvent your organization you are simply leaving dough on the table.
In the case of Domino’s, obviously their profits will increase …simply because they are choosing to put their dough where their mouth is, no pun intended.
Let’s take a look at what they are doing right:
1. They have created a top-down strategy looking inward and long-term. Dave Brandon, CEO, set the direction for the company and communicated the vision on where they are and where they want to be in the future
2. They analyzed the data- Domino’s realized that there was a significant number of people who ordered from them once and never again. For many customers, 10-20 years had passed since they ordered a pizza. They analyzed the high marks including delivery and speed but noticed that inferior taste painted a bad overall picture.
3. They listened to consumers-You will never get an answer if you don’t ask the question. With data in-hand, Domino’s looked at where they scored the lowest, read comments posted online by former customers and held focus groups to gather feedback.
4. They capitalized on strengths and are addressing weaknesses-they are looking inward to see what works well and where opportunities for improvement exist. This is the first step to improvement.
5. They are changing the perception-They recognize that perception of some is the realty for most. Setting out to change people’s perception one person at a time is key to rebuilding trust and gaining loyalty.
At the end of the day, business is business whether your product is a pizza, education, offering a service, etc…and if you are not looking constantly for opportunities to reinvent your organization you are simply leaving dough on the table.
Monday, January 25, 2010
Is Transparency the New Buzz Word?
The other day, I was talking to a very good friend of mine who said his organization was experiencing a lot of change and he was unsure of how it would all turn out. Knowing that my friend is a hard worker who performs at levels higher than the executives in his organization, I assured him that he would be fine and had nothing to be concerned with.
Like most companies, the leadership in the company had committed to running a transparent organization; one based on open and honest communications, sharing information and involving others in the decision-making process. Yet, at the end of the day, saying and doing are still two different things.
Here are a few insights on ways that organizations can begin to “practice what they preach”:
• Communicate from the top down- Understand that people want information. They do not want to be surprised about the current and future state of the organization.
• Build trust among stakeholders- People are more inclined to support an organization when the people leading the group act in a manner that shows they are trustworthy.
• Encourage participation- While decisions can be made individually, allowing others to participate in driving the organization forward and allowing others to collaborate in the process yields greater results than acting alone.
Transparency in an organization should not be casually thrown around as a buzz word; instead, it should be the platform for how business is done!
Like most companies, the leadership in the company had committed to running a transparent organization; one based on open and honest communications, sharing information and involving others in the decision-making process. Yet, at the end of the day, saying and doing are still two different things.
Here are a few insights on ways that organizations can begin to “practice what they preach”:
• Communicate from the top down- Understand that people want information. They do not want to be surprised about the current and future state of the organization.
• Build trust among stakeholders- People are more inclined to support an organization when the people leading the group act in a manner that shows they are trustworthy.
• Encourage participation- While decisions can be made individually, allowing others to participate in driving the organization forward and allowing others to collaborate in the process yields greater results than acting alone.
Transparency in an organization should not be casually thrown around as a buzz word; instead, it should be the platform for how business is done!
Do You Believe Your Own Hype?
The other week I was watching Meryl Streep accept the golden globe for best actress. During her speech she gave thanks to her late mother and said that she taught her what it was like to be confident in her skills and abilities and still remain humble. After the speech, a reporter commented that it must be very hard to be a celebrated figure and remain humble. Ms. Steep responded, “It is easy to remain humble, it is harder to be confident.”
That comment reminded me of a farewell speech given by a former colleague of mine who was leaving the college that we both worked at. Kathryn remarked how people often ask her how she does what she does while still remaining humble. It was widely known that her position was a high profile position in the college and she was well-regarded by the public, staff and the community. Her position also afforded her the luxury of working directly with celebrities, candidates for presidents and very high profile people. It is easy to see why people would assume that it is difficult for someone so high-profile and confident to remain humble.
She responded to the question that she remained humble because she did not believe the hype. How powerful and a sure sign of a true leader!
So, as leaders how do we remain confident and yet not believe the hype that can sometime cause us to lose focus and get off course?
1. Perform with a purpose- In Kathryn’s case; her purpose was to bring awareness to the college and the wonderful things it had to offer. She knew the value education would have for people who attended, but sometimes the message is clearer when it comes from someone else.
2. Remember that you are not a team of one- When you give respect, you become respected. Giving thanks to those who help you along the way and being appreciative of the assistance given to you by others goes a long way.
3. Help others along the way-If as a leader, you are doing your job well, if and you decide to move on to better opportunities, you should have set the stage for someone to fill your shoes.
4. Stay true to who you are- Don’t try to be something that you are not. Be true to your beliefs and values and carry those with you even when you are away from the office.
5. Let your work speak for itself-Sometimes people are not always recognized for the accomplishments or attributes they bring to a job, but that should not hamper your abilities to recognize your own contributions and awareness that you are a person of value.
Sometimes it can be easy to “believe the hype,” and become a little absorbed in what is going on around you or what you are doing at the moment but the most important things to remember are to stay focused, stay committed and don’t lose sight of your purpose and what you are really here to do. In other words… Don’t believe the hype!
That comment reminded me of a farewell speech given by a former colleague of mine who was leaving the college that we both worked at. Kathryn remarked how people often ask her how she does what she does while still remaining humble. It was widely known that her position was a high profile position in the college and she was well-regarded by the public, staff and the community. Her position also afforded her the luxury of working directly with celebrities, candidates for presidents and very high profile people. It is easy to see why people would assume that it is difficult for someone so high-profile and confident to remain humble.
She responded to the question that she remained humble because she did not believe the hype. How powerful and a sure sign of a true leader!
So, as leaders how do we remain confident and yet not believe the hype that can sometime cause us to lose focus and get off course?
1. Perform with a purpose- In Kathryn’s case; her purpose was to bring awareness to the college and the wonderful things it had to offer. She knew the value education would have for people who attended, but sometimes the message is clearer when it comes from someone else.
2. Remember that you are not a team of one- When you give respect, you become respected. Giving thanks to those who help you along the way and being appreciative of the assistance given to you by others goes a long way.
3. Help others along the way-If as a leader, you are doing your job well, if and you decide to move on to better opportunities, you should have set the stage for someone to fill your shoes.
4. Stay true to who you are- Don’t try to be something that you are not. Be true to your beliefs and values and carry those with you even when you are away from the office.
5. Let your work speak for itself-Sometimes people are not always recognized for the accomplishments or attributes they bring to a job, but that should not hamper your abilities to recognize your own contributions and awareness that you are a person of value.
Sometimes it can be easy to “believe the hype,” and become a little absorbed in what is going on around you or what you are doing at the moment but the most important things to remember are to stay focused, stay committed and don’t lose sight of your purpose and what you are really here to do. In other words… Don’t believe the hype!
Sunday, January 17, 2010
The Conversation Continues from the other 50%...True Leaders Are…???
When you read articles stating that almost 50% of workers are dissatisfied with their jobs and that one of the primary causes is poor leadership, sitting idly by and doing nothing is the worst thing you can do. This is why I have chosen to share insights from leaders who graciously agreed to share their insights with me and who do not fall within that dissatisfied 50%. True leaders do exist and are thriving! They are either running very successful businesses, contributing positively to society and their communities or they are working to make other businesses better. If you have insights that you think would be valuable to other leaders or a leadership, we want to hear from you!
Made, Not Born.
“If you observe preschoolers, you will notice the confidence they have when they start school. They all sing their songs with energy, glee and without regard to how they are viewed by classmates. As they get older, fewer kids willingly sing along. Somewhere along the way they lost confidence or were told they were not good at singing. Regaining confidence takes a lot of hard work and belief in who you are.
We now compete globally for jobs, resources and technology. True Leaders learn that education, knowledge, values diversity, calculated risks, relevant skills and a positive attitude are key. Not allowing others to impact your attitude and drive is critical. The ability to remain focused and committed is very important. There are many management styles that work and it is important for you not to embrace a style that will not complement who you are. There will only be one Jack Welch, Bill Gates or Warren Buffett.
Today’s leaders need to be more visionary in their approach to business. They should be finalizing business plans for 2015 and not 2010.
Each of our footprints are unique. Lead the way”!
-Greg Ikner
President; The AGA Group LLC
Made, Not Born.
“If you observe preschoolers, you will notice the confidence they have when they start school. They all sing their songs with energy, glee and without regard to how they are viewed by classmates. As they get older, fewer kids willingly sing along. Somewhere along the way they lost confidence or were told they were not good at singing. Regaining confidence takes a lot of hard work and belief in who you are.
We now compete globally for jobs, resources and technology. True Leaders learn that education, knowledge, values diversity, calculated risks, relevant skills and a positive attitude are key. Not allowing others to impact your attitude and drive is critical. The ability to remain focused and committed is very important. There are many management styles that work and it is important for you not to embrace a style that will not complement who you are. There will only be one Jack Welch, Bill Gates or Warren Buffett.
Today’s leaders need to be more visionary in their approach to business. They should be finalizing business plans for 2015 and not 2010.
Each of our footprints are unique. Lead the way”!
-Greg Ikner
President; The AGA Group LLC
Thursday, January 7, 2010
True Leaders are... Who said you can’t learn from the best? Just ask a Linked In Executive Group
Earlier this week, I posted a question on Linked In asking members to finish the following statement; “True Leaders are… “. To say that I was completely blown away with number of responses I received to what I thought was a simple question would be an understatement. The advice, knowledge and wisdom people were willing to share (some I privately emailed and asked if I could use their comments) took me by complete shock.
That brings me to the second part of my story, one of the executives I was fortunate enough to connect within this group; Greg Ikner, President of The AGA Group granted me permission to use his responses, which will be featured along with others who have granted me permission in future posts. Mr. Ikner brought up a good point that although that one question prompted a huge amount of responses that were very thoughtful, honest and clearly the advice of expert leaders, there are still employees that are dissatisfied with their jobs and went on to note one of the main causes was due to poor leadership.
We both agreed that the poor leaders referred to in this article are obviously not a member of this group who responded to my question but that prompted me to think even more that we cannot let the conversation stop there. It is obvious to me that if 50% of the workers are saying things such as their leader does not listen to them, they are not attentive to their needs, they do not have a concept of what it takes to be a team player etc.., then the conversation cannot stop with just comments posted in a Linked In group.
I have to wonder, if the poor leaders were heeding the advice of real leaders who are good at what they do or excuse my pun, “Doing the Opposite” of what poor leaders are doing; that number would probably drop in half. I encourage you to let’s keep the conversation going. Poor or ineffective leaders do not know they are poor leaders or they choose not to acknowledge it but they need to take heed, because the secret is out.
That brings me to the second part of my story, one of the executives I was fortunate enough to connect within this group; Greg Ikner, President of The AGA Group granted me permission to use his responses, which will be featured along with others who have granted me permission in future posts. Mr. Ikner brought up a good point that although that one question prompted a huge amount of responses that were very thoughtful, honest and clearly the advice of expert leaders, there are still employees that are dissatisfied with their jobs and went on to note one of the main causes was due to poor leadership.
We both agreed that the poor leaders referred to in this article are obviously not a member of this group who responded to my question but that prompted me to think even more that we cannot let the conversation stop there. It is obvious to me that if 50% of the workers are saying things such as their leader does not listen to them, they are not attentive to their needs, they do not have a concept of what it takes to be a team player etc.., then the conversation cannot stop with just comments posted in a Linked In group.
I have to wonder, if the poor leaders were heeding the advice of real leaders who are good at what they do or excuse my pun, “Doing the Opposite” of what poor leaders are doing; that number would probably drop in half. I encourage you to let’s keep the conversation going. Poor or ineffective leaders do not know they are poor leaders or they choose not to acknowledge it but they need to take heed, because the secret is out.
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