At the risk of inviting the ire of a great number of readers and trainers, I am once again opting for the dissenting opinion on a controversial topic. I absolutely hate the use of the “sandwich” technique in delivering constructive feedback. Here’s why and here’s my guidance to help you throw away this leader’s crutch and to start delivering clear, polite feedback that supports behavioral change.
There is a fascinating article on Change Management in a recent issue (Issue 2/2009) of the McKinsey Quarterly (subscription required) by Carolyn Aiken and Scott Keller, entitled: “The Irrational Side of Change Management.”
And while much has been written over the years on this important and vexing topic, the authors offer some insights and ideas that they describe as counter-intuitive, but potentially helpful in improving your odds of success with these initiatives. This article alone was for me worth the hefty annual subscription price.
For this second installment of the business rules that my friend Paul Byrne and I derived from watching the movie the Memphis Belle (see my first installment: Management Lessons from the Memphis Belle-Rule #1), I am departing from the order in which we originally wrote the rules.
Instead, because it is a concept so fundamental to our success in anything we do, I am jumping to Rules 11, 16 and 19, all of which underscore the importance of being totally “mission aware”. Without a sense of our mission, the rest of the rules are meaningless.
Something’s gone horribly wrong with our pre-established convictions and our comfortable understanding of the old rules of business and management. There was no memo. The new rules are not written in stone anywhere, and in fact they are changing so quickly, that by the time you understand and write them down, they’ve changed yet again. Heck, a good number of firms and leaders never optimized under the old rules, and now look at what they are facing!
It’s time to overthrow the archaic, dysfunctional leadership and management practices of the past!
Welcome back for this week’s double-shot of leadership motivation. I’m taking my leadership cues this week from Michael Beers, a Harvard Professor with a forthcoming book: High Commitment, High Performance: How to Build a Resilient Organization for Sustained Advantage.
While I’m not certain that a Harvard Professor is the first one that I seek out to help me lead my way out of a crisis, I like what he has to say. Mr. Beer’s focus is on building high performance teams and organizations on the back of what he describes as high commitment leaders.
It seems that Yogi Berra was right (that’s the former Yankee player and manager, not the Jellystone Park character on the lookout for a quick meal).
One of the reasons that so much business writing and advice sounds familiar is that we conveniently keep repeating the same mistakes over and over again, allowing new generations of pundits to dispense similar advice in new packaging.
In a short piece entitled Learning from Heroes found in the March, 2009 Harvard Business Review, Jack Covert and Todd Satterson suggest that this recurring pattern in business actually mirrors the hero’s journey found in mythology.
It’s easy to focus on the bad news. Everyone’s talking about it. We’re bombarded with news flashes and human disaster stories as the layoffs mount and the foreclosures climb. And make no doubt about it, these are tough times, but let’s start giving some coverage to the firms, leaders and entrepreneurs that have turned off the news channels and are too busy building or rebuilding to worry about the dire forecasts.
For a good dose of “can do” spirit, get out of your office and go talk with some smart people working to strengthen, build or start businesses. I’m doing just that, and here’s why I continue to be optimistic:
Of my many quirks, one that I actually enjoy is my unceasing study of customer service. I love to observe customer service interactions and I’ve made it a habit to try and figure out why the good ones are good and the bad ones so miserable. Here are a few thoughts and few light-hearted examples to for managers everywhere to learn from.
As I continue on my career respite from managing a business that’s not mine, I’m increasingly conscious of the significant gap between the needs and ideas of employees and the attention and interest of senior managers. There are so many remarkable ideas and thoughts on improving performance that never see the light of day that it is staggering. I offer five suggestions for driving change when you’re not in charge. I’m hoping that readers will add a few more of their own.
We were discussing the failure of many organizations to stop old ways of doing things, even in the face of overwhelming proof that the old ways don’t work. My student mentioned that the appointment of a new CEO last year had at first been encouraging until it was clear that nothing would truly change. This unfortunate event is all too common.
