Regenerate!

Learning Leadership skills or improving them requires important changes in the ‘wiring’ of our brains. Thinking like walking style  is driven by habits formed.

Some of the important changes required in thinking of leaders are:

-capturing reality comprehensively and  while avoiding various biases and pre-conceived notions. By habit we take a very narrow and biased view.

-zero based thinking or thinking based on first principles. But we find it easier start with some ‘known’ base and come to conclusions fast.

-developing clarity and conviction about values. We are in agreement with values in general but we are used to applying them real situations.

-being in touch with own and others feelings and generating energy from them. Our education (most of it) is heavily biased towards left brain thinking. Our right brains need to be wired in!

-ability to dream big

-communicate and communicate. We always underestimate this need.

-bias for action.

These thinking habits can be formed by ‘thinking’ in above ways in relation to own work.

Miskin sent me an intersting article on unlearning & learning

This article says that generally unlearning (not really unlearning) happens through non-use and for this new thinking habits need to be formed and practiced. Very relevant.

Learning Leadership programs and coaching help learners in all this. Coaching is particularly useful since only a neutral and knowledgeable person can help one with observing and correcting thinking habits.

Take a look.

Many thanks Miskin for a nice article.

Yesterday I met a bright young man. He is remarkable in many ways. An NID (National Institute of Design) alumnus,  he runs a small outfit for conducting research in customer experiences. He has as his mentor (sort of) a senior business leader. This mentor of his had asked him to get in touch with me regarding some business idea that he had. ” Meet Hemant, he has done some very intersting work in user interfaces design ..”, his mentor had told him.

The young man said that he was approached by a reputed and well established company (not in customer research space) for setting up their customer research group. “should I take this up?”, he asked me.

Before this, he had told me his story. He wanted to be an artist, but his parents ‘pushed’ him into NID. As if that can be done! Any ways, once out of NID, he discovered that ‘design’ is subjective and clients put up only that much money as much they can without worrying about returns. He found that while many design firms talk about ‘researching customers’ mostly the design that they like are back fitted into the ‘research’.

He said that clients treat research as real and are willing to pay for it if done properly. That is the reason he focused on research.

Now about his proposal. I told him, ’since you believe in research and clients pay for it, the proposal should be pursued. ‘However, ‘ I cautioned him, ‘It will be good idea to decide what all you will not do and that can include design itself…. Also please find out whether the company is serious about it and that it is not just someone’s whim.’

He nodded.

You would have noticed many remarkable things about this young man. Remarkable indeed.

Think of the company which approached him. Isn’t the company also remarkable?

That is the point.  People like this young man and the company which approached him embody the changes.

“We are the best brand in this vertical for delivery of enterprise  computing and we have a global delivery model -this is what our VP told the that big prospective client. I was required to attend our presentation” Mitchell said sounding unhappy.  John nodded as he pressed the cappuccino button for her.

“Do you know what is so special about our brand?”

John looked bank. He said,” Mitchell, this is a typical elevator pitch”

“Is the elevator pitch valid only for the duration of the transit? I constantly get clients’ reminders for pending work and for fixing errors. It is very frustrating. I do not know what a brand means and I no longer wish to know”

It is just as well that the coffee machine capers are not heard in the elevators. For the VP has perhaps no clue to what a brand really stands for. His brand is the market leader so it has to be the best as far as he is concerned.

There are not many companies who can afford to be smug about their market leadership. There are none.

It takes a while to think and act on what a brand really means and how to get there.

Branding is what your customers think about you  and what they think about your market offerings in simple words (great \ so so \ mediocre \ very reliable  and  meticulous \etc). It is obvious that, what customers think flows directly from your offerings and their delivery processes and other customer touching processes.

If these processes are not lead by effective leaders and are not geared to fulfil your promises to customers, your brand value will start slipping and your people will not stand behind your brand.

Coffee machine capers are more potent than elevator pitches. Pay heed.

Learning Leadership offers e-learning and e-coaching services that help in dealing with above issues. Its Regenerative Leadership  model covers business process improvement competencies. On-site or face-to-face engagements are also available in the US and in India.

The chances are that you never come back to it. That’s your fear, so you try to attend to every mail and every call in real time. You stay late and carry your blackberry and your laptop around. (Why do you need both?)

Deep down somewhere, you know that you are not the boss. Those mails, calls, and now sms or tweets are setting your agenda. But at other times you let your designation fool you.

This is not another piece on time management, it is about you taking a lead.

If think reading mail or responding to calls and messages is work, think again.

Let us be ruthless about what qualifies as work:  Work of value happens when you execute a repeatable process generating a result that is of value (expressed in money terms or through ready acceptance for subsequent value generation) for someone inside or outside the organization. OK, there is more. If you do a one time activity that clearly supports the above kind process then that too is work of value-though indirect.

Work of value happens only through processes and projects.

Now, if you examine what you call as work with help above filters, you may have horror on hand. Much of what passes as work is nothing but reminders, repetitions, repairs, and rework.

One CEO whom I was coaching, told me to reschedule our coaching session due to year end sales pressure. I said, ‘Fine. But what is your Head of Sales doing and why do sales need last minute pushing?” “Oh you know how it is..” The CEO was repeating the work that his head of sales was doing. The head of sales was doing a good turn to the organization. He was repeating what his sales executive was doing or supposed to be doing.

I was walking on a shop floor and I could not spot some supervisors. I peeped in the production manager’s cabin. He was away in stores, I was told. ‘Oh there were errors in the parts received..and the supervisors were busy in the quality department for getting clearances”, I learned from him later.

“We have decided to leverage our factory space and the idle machining capacity by taking up job work” another CEO who was heading a machinery business told me. They had a good product portfolio. “But how did you reach this conclusion? Is that your strategy?”, I asked. “That was not our strategy (till yesterday) but it has become necessary” , was his answer. So they were undoing and trying to repair their own strategy. Their machinery portfolio was crying for attention while they had a good customer base.

Think carefully before you brag or wallow about your work or overwork. You may horror on hand!

If something like the above happens with you or around you, you need to take lead and improvise on you leadership skills and build a good agenda. You can do with some coaching too. You can make a big difference.

“My people work really hard. Many of my top managers stay up late and then take their laptops home. But somehow we are not turning out any superlative performance. Our customers think we are ok type. Our employees…the other day I overheard one of our bright team leaders say -Oh! forget what the client says. Listen to your boss..  I was shocked.  I do not understand…”

Somewhere deep in her mind the CEO knows something is not right. Many things may not be right. But there is always the next meeting, the next budget, the next forecast, the next report, and the explanations to be given.

Why do your top managers have to slog? Why do your brightest people appear to have given in?

There are more than one factors behind all this. But I think there is one factor which is almost always there. And one can always get down to doing something about it.

This factor is your business processes.

Now when was the last time you used this phrase? During the ISO 9001 or CMM audit? While pitching for a deal? Or while waxing eloquent on the “learning process”?

What if you take this ‘processes’ thing more seriously and actual start getting a fix on them by

-defining some key business processes e.g. client acquisition, order fulfillment, recruitment (call it talent acquisition if you feel better that way), complaint resolution, product creation etc. Your gut feeling will tell you which are the top two or three vital processes for you as of now.

-fixing some process performance parameters, guess current values, and fix a goal

-appointing some as process leaders and form a team of players

-give them powers and resources to run and to improve processes

-ask your top managers and experts to step back and provide support when needed or take direct process responsibility as process leaders

-review process performance and improvement actions in routine management reviews (you can leave out many other review points)

It is not easy.  But if you stick to it you will be amazed to find performance going up and yes, good (talented) people and not so good people will get marked. Many borderline cases will improve and you will know what to do with the remaining minority.

Process management provides your leaders powerful levers to for shifting gears for future. It makes them leaders.

“When Ajit joined our team there was a great hope. After all, he not only had top rated education but he had also worked at the market leader in our industry. I was very proud to net him. But six months have passed and I no more enjoy meeting him”

CEOs go through such disappointments.

Here are some thoughts before you go for your next prize catch:

-Agreed, Ajit came from the same industry. But working with the market leader can be quite different than working for a company which is trying to come up with better offerings. Being a market leader means that the way things are compared by customers has been set already. On the other hand, at a company offering some thing new, you have to change customers’ benchmarks. Your star recruit may not have done this before.

-Ajit’s excellent education: Great. But your company has been built around people with education from different kind of institutions. You culture is that of looking around and learning by trying things out. Ajit is not used to that. He tends to take many things for granted. That would be a cause of some friction between Ajeet and your other people.  And Ajeet being perceived as a new star would have increased the distance further.

It does not mean that a CEO should only recruit ‘our types’. Quite the opposite. People ‘not like us’ can be a good addition if what they bring adds to the business.One should know what it is.

But how does one find this about new comers when one does not know own people well enough -going by those botched up cases of promoting the favorites?

First thing to do is raise your own capability of developing people -you will start understanding people much better. A good resource for this can be Learning Leadership -it is flexible, accessible, and affordable.

The second thing to do is to prepare yourself well before you start looking for new people. If you do the first one well you will have much to build on for this.

What to do about Ajit who is unfortunately so off-color now?

Perhaps a short assignment to investigate competitive landscape to come up with some ground up thinking might bring him out of his shell? Perhaps.

Any more guesses?

I conducted a workshop Leadership -How Regenerate and Rejuvenate Your Business at the Renal Unit of K.E.M. Hospital, Pune, India on Nov. 16, 2009. The renal unit’s team had identified the need for delivering better services to patients by upgrading their staff’s leadership skills, improving inter-relationships  amongst the staff and team spirit.

The workshop consisted of selected workouts from Leaning Leadership’s various programs. Doctors, counselors, and other staff of the renal unit participated in this workshop. The participants liked the broad and in depth coverage of leadership principles and workouts that were directly relevant for their work situations.

This workshop once again showed the applicability of Learning Leadership’s learning methods to various sectors and to people with diverse backgrounds.

Sounds familiar. The signs were all there.

She would come up to you and make some good suggestions. You would say ‘great’ and give her a know-all look and an indulgent smile. She would speak with conviction in meetings.  But she would not get a clear mandate from you. At the times of important decisions, she would observe you silently but relentlessly. You would of course indulge her once in a while.

Then one day she quits and you say ‘Oh!I was going to promote her.’ You even make an offer to her. But she has a better opportunity and she has made up her mind.

Sounds familiar. But preventing this takes much more.
-Do you promote people for performance (you can see that) or for potential (not obvious)? One needs to be clear on what additional competencies are needed to perform the next job. Your people too need to be clear about what do they need to learn for their advancement. Read this career planning.
-Do you have an ongoing mechanism for finding out the leadership potential of your people? And for ‘improving’ their potential? For knowing more about a tried leadership development process available, register at Learning Leadership and join the free program Leadership -learning, coaching, and developing.

If you do not a have a confident YES as an answer to each of the questions the above familiar incident might also be a recurrent one.  It is difficult to handle talented people as compared to the mediocre. The mediocre would be happy to plod around.

The talented people must be engaged with twin challenges of learning new skills and taking on more responsibilities. They also need to be coached well.

Learning Leadership brings such leadership coaching to your people through the internet.

There is no suitable way of making this expression applicable to both the genders. My apologies to talented women executives.  CEOs have their favorites. It is only human to take a liking to someone and develop some trust and comfort with the chosen few. CEO’s have good reasons for this.

The least a CEO, could do is to invest something in your favorite executives. A CEO could for example-

-send them to a Management Development or Executive Education program of a reputed institute and hope that this helps them to develop to those leadership skills needed to shoulder more responsibilities

-send them to an outdoor adventure learning program and hope that they pick up team building and communication skills etc.

-send them on another posting to add to their experience and hope that they pick the skills needed for the higher position

-send them on paid vacation and hope that this motivates them to learn those skills by themselves

-make them understudy of an existing senior person and hope that the current manager is indeed a role model

CEOs try above or variants of the above techniques. But not many give a thought to coaching a person in real work situations, partly because there is not much awareness and partly because executive coaching tends to be very expensive and impractical given the need for physical meetings.

But the fact remains that putting an executive through paces of systematic leadership thinking applied to work situations and with support by an experienced business leader as a coach can be very effective.

In workout based coaching programs, executive need to put in hard thinking about their responsibilities and the coach gives further impetus to their thinking through comments. All this provides opportunity for improvisation and evidence for learning.

You can take a look at Learning Leadership.

The web based workouts and coaching offer a very efficient, affordable, and flexible method for result oriented leadership development.

Give it a try.

You are a CEO and you are weighing options for filling up the position of the Operations Head, which has fallen vacant because the previous occupant left his job. The previous occupant could not cope with the job pressure.

You have a couple of successful project leaders.  Should you chose one of them or should you look beyond?

The usual tendency is to reward good performers by a promotion. That would seem fair. But it is better to ask yourselves some questions. Here are they and some thoughts too.

What are the additional skills that the Operations Head needs to have over above what a competent project leader needs to have?

I think that the foremost skill a good operations head must have is the ability to assess, select, and develop competent project leaders. A strong project leader may be good in use of project management tools and may also be resourceful in solving day to day problems. The operations head, on the other hand, needs to be skilled in dealing with longer term needs like developing more versatile pool of resources, establishing ealry warning systems, cost management etc.

Another critical skill that an operations head needs to have is the ability to influence things horizontally. Even a good project leader may not have been tested on this.

One more skill that project leaders may not get tested on is the ability to diagnose (processes) and take preventive actions.

Why did the previous head fail to meet job pressures?

It is likely that the previous occupant of this post lacked the above skills. It is also possible that your operations group lacks some capabilities that are needed to meet client needs. It is possible that the previous head did not have the diagnostic skills to spot the deficiencies and skills to build new capabilities in your team.

It is very risky to choose someone for promotion on the basis of success in previous job. The risks go beyond immediate failures. Sometimes hardworking people overcome their lack of above skills by resorting to working extra hard (but still in their old areas of comfort), making their people to work unreasonably harder, and other such heroic methods. These can be damaging -talented people may leave, your organization may become more susceptible to shocks.

What is the way out?

1. For every important leadership position, identify differentiating skills needed at that level compared to lower levels. See e.g. Career Planning. Use these to evaluate candidates.

2. Establish ongoing leadership development programs. These programs will not only develop people but they will also provide you with more informed answers when you evaluate people for promotions.