You Know, A Little Empathy Could Go A Long Way

Yesterday I was working with a couple of leaders and we were discussing what goes wrong during a change effort.  I provided an example of another company I had worked with that had acquired a new company and I was helping to integrate the employees into the new company.

As you can imagine, the employees of this company had a lot of fear, angst, concern, and apprehension about this acquisition.  Overall, they were happy because they were being purchased by a larger, more profitable company.  But of course, they were also fearful.  Other than the obvious, "Oh my gosh, everything is going to change" some of their other concerns included:

• Will I have a job?
• Will my job be vastly different than it is now?
• Will I have to move my family to a new location?
• Will I have a new boss?
• Will my new boss be a jerk?
• If my insurance changes, will I still be able to buy the medicine for my chronically ill child?
• Will they be flexible regarding my family commitments?

 

You get the picture.  The list is very long and varies according to the employee.  The bottom line is they are scared and need reassurance.  And a one time meeting where you provide reassurance isn't enough.  Trust takes time and basically, you are asking these employees to trust an entirely new organization and all the leaders within it.  

Implementing Change on a Micro Level
Let's translate this into a change effort you are implementing - regardless of how big or how small.  When it comes to implementing change, the same fears resurface that I listed above (well, maybe not the insurance fear).  Whatever new software, process, or leader change you are making brings up all those fears listed.  This is where a little empathy (and communication) can go a long way.  Put yourself in their shoes.  Try to imagine what they might be feeling.  And then address those fears head on as best you can.  Don't wait for them to ask you if they are going to lose their job or if the implementation will not allow them to attend a soccer game.  Open up the lines of communication.  And let me give you a couple of tips.

• Never, never, never say "I know just how you feel."  You don't.  Unless you are exactly in the same stage of life with them, dealing with the exact same issues at both home and work, and have the exact same past experiences that you are drawing from, you don't know how they feel and insulting to them to say you do.  Instead say something to like "I can imagine this must be very stressful and concerning for you.  Help me understand how I can help you feel better about this."
• Implement an Open Door policy.  For some reason, during change efforts, there are a lot more closed door meetings.  This causes even more fear.  Make sure your employees know they can come and talk to you about any concerns they have during or after the change.  And make yourself available more.  
• Tell them what you know.  Knowledge is power.  People hate change because they feel powerless.  Give them as much power as possible by telling them everything you can tell them about the change.  I understand you can't often share everything but share everything you can share.  
• Communicate more.  Remember, people need more reassurance during a change.  This isn't a one time communication.  Have more staff meetings, more Q&A questions.  Too often, people shut down the communication during change and that just encourages rumors and unnecessary fear.  
• Most importantly, empathize with their fears.  Take the time to listen and really hear what they are saying.  Address the fears you can.  Sometimes just listening is all they need.  I know it takes time but it is time well spent.  We are human being and have human emotions.  Don't lose sight of this fact.

Having a little empathy can take you a long way in building trust as a leader.  Try implementing some of these tips and I guarantee it will help.

Mari

Are We Having Fun Yet?

Life is serious business.  And business is even more serious (if that's even possible).  Do you think anyone really wants to spend 8, 10, or 12 hours a day someplace that's boring, frustrating, and/or the people have no sense of humor whatsoever?  As a leader, when you hear laughter at work, that should be music to your ears.  And as a human being, lie is short, and if you aren't having fun at work, you might want to reconsider your approach to work.  

I never did a day's work in my life. It was all fun.

Thomas A. Edison

Are You Having Fun?

Let's face it, you are the leader.  If you aren't having fun, it's likely nobody else is either.  It kind of reminds me of that saying "when mama's not happy, nobody's happy."  You are responsible for the mood at work just like stay at home moms are largely responsible for the mood in the home.  

A business has to be involving, it has to be fun,

 and it has to exercise your creative instincts.

Richard Branson

Just because you may not be having fun right now doesn't mean you have to switch jobs (although that is one option).  The great thing about life is we can choose to have fun right where we are.  And contrary to popular belief, we can have fun and still be highly productive. Some tips for having more fun:

• Lighten up a little and let others tease you.
• Do something that makes you happy during the day.  I mean really makes you happy.  More like joyous.  
• Laugh at yourself and your own stupid mistakes.
• Take a mental break and focus on a place you've been when you were most at peace.
• Do something for your team members that you know would make them happy.

Sometimes in our quest to make more money, meet the customer's demands, and make our productivity numbers, we lose sight of the human experience.  Don't forget to be human at work too.

Are Your Employees Having Fun?

When it comes to retention of great employees there is a mis-perception that it's all about money.  Throw more money at them and they'll stay.  Yet when you ask people why they are leaving it often has to do with the available opportunities and the environment.  We've all heard that people leave bosses not organizations.  That's not always true but there definitely is some truth to it.  And I don't know about you but I'm much more likely to stay someplace where I enjoy the atmosphere and the people.  


People want to laugh.  People need to laugh.  It's a great stress reliever and it's fun.  And most people are drawn to others that make them laugh.  I'm not suggesting you should allow your people to laugh all day but it may benefit you to create an environment that is fun, enthusiastic, and allows others to enjoy life just a bit.  Wouldn't we all be more interested in getting to work in the morning if we knew we were going to have fun with others while  working?  Hey, they might even want to stay longer! Fun and work no longer have to  be mutually exclusive.  As a matter of fact they shouldn't be.  


And hey if you have been so serious for so long that you don't even know how to have fun at work anymore, ask your employees - I'm sure they will be full of creative solutions for you.


Mari

Are You A Trustworthy Leader?

Leaders often struggle with trusting their subordinates and sometimes that lack of trust is warranted.  However, today's blog is all about you and whether or not you can be trusted as a leader.  

Once placed in a leadership position some leaders take the approach of "I'm the boss, you have to do what I say."  And then they wonder why employees don't actively get on board when they launch a new initiative.  Or why people seem to be sabotaging their efforts.  Or why there doesn't  seem to be any sense of loyalty in the organization.  

If there is one thing I've learned in my rather short life, it is that in order for people to follow you, they have to trust you.  Leadership is all about "leading" which would imply people want to follow.  But are they?  Are they following because they trust you or because they have to.  If it's the latter, you won't ever have loyalty.  Today, I want you to think about the answers to a few questions only you can answer and the impact those answers have on the level of trust others have in you.

1.  Do you do what you say you are going to do?  If you tell someone you will send them something, do you?  If you promise to schedule a meeting about XYZ topic, do you?  If you tell someone you will revisit a topic at a later date, do you?  

2.  Do you practice what you preach?  If you expect others to be on time for meetings, are you?  If you expect others to meet their deadlines, do you?  If you expect others to continually learn and grow as leaders, are you doing the same?

3.  Do you keep confidences?  Do your employees feel like they can come to you and you will do everything in your power to help them?  Do you only share information on a need to know basis?

4.  Can your employees trust that every decision you make each day is in their best interest as well as the company?  In a nut shell, can they have the confidence that you have their back?

By starting with a focus on the above questions and ensuring your actions are trustworthy on a daily basis, you'll gain more trust.  Remember, once you lose trust it is very hard to build it back up.  It's not impossible but it does take a candid apology and a change in behavior.  If you want your team to follow you, make sure they trust you.  And if you don't know what it would take to gain their trust, ask them.  

Mari

Learning from KU Basketball Team

I don't watch sports very often but when I do, I can't help but analyze the dynamics and leadership of the team.  It's a curse really.  Years ago, I played sports.  Throughout my professional career I've heard the analogies between sports and business.  Those analogies were largely about winning.  Although I have to admit, winning is the goal for all business endeavors, I picked up more from watching the KU vs. MU nail biter than just winning.

  

Being a blog about leadership I want to focus first on the coach and his role as it relates to a business leader.  If you watch Bill Self as the leader and you hear what the team members say about him, it's not surprising that KU does so well.   KU was down by 19 points in the first half of this particular game - the largest deficit in program history.  They came back to win by one point in overtime.  This was on their home court.  


Just about every sports announcer that televises NCAA says being in the KU stadium (Allen Fieldhouse) is at the top of their list as an announcer.  Why?  The fans are amazingly enthusiastic.  We'll get to that in a minute though. 


 At the press conference after the game, one of the players was asked what the coach said at half time that made them turn the game around.  His response was very thoughtful and calm.  I don't have a quote but he said something to the effect of "He told us games are won one play at a time.  Settle down and focus on each play."  The announcer even asked if there were stern words and the player responded "No.  He knows we're professionals and we know what we need to do."  You never get the sense from Bill Self that he's yelling and screaming at the team.  That's not to say he never does but I'm guessing it's the exception rather than the rule.  There is just this calm peace.  They practice, he makes sure he has the right players in the right spots, he makes sure they have the training and tools they need to succeed and then he trusts them to play the game.  You notice he doesn't run out on the court and play the game with them.  He guides and directs them from the sidelines.  And with 8 consecutive Big 12 Championship trophies, he must be doing something right.  

And when they win, he is just as excited as they are (see image above).

Now let's talk about the fans.  I was sitting in my living room watching the game but I could feel the energy, support, and excitement from the stadium.  At certain points the camera focused on a device indicating the decibel level of the room.  Let's relate that to business and the importance of having an enthusiastic and excited team.  What does it take to have a team that bands together?  Using the KU game as an example - a common purpose and a sense that you are a part of that win in even the smallest way, simply by being present.  The fans in the stands weren't playing the game but they were very much a part of it.  Can you imagine what that must feel like to know that everyone around you wants to see you succeed?  Maybe I'm a bit Pollyanna but I don't understand why we can't have that atmosphere at work.  As a leader, you can create that atmosphere by being inclusive, enthusiastic, and creating the common purpose.  

I could go on and on making the comparisons but I've promised myself ti make my blog posts a little more digestible (i.e. not so long).  If you are a leader, think about the concept of a winning team, engaging your team, treating them like professionals and trusting they want to win just as much as you want them to.  More than anything else, help them to stay focused on the goal.  


Mari

Are You Being Held Accountable?

Have you ever noticed how some people tell the whole world their New Years' resolutions and then others just keep it to themselves as if it's top secret information?  

When it comes to setting goals, some of us need a little more accountability than others.  I know for me personally, it was a lot easier to accomplish my goals when I had a boss making sure I stayed on task.  And I've also noticed that when I'm not totally committed to the possibility of achieving a goal, I tend to keep it to myself.  No sense announcing to the whole world I've failed miserably.  

The reality is we are much more successful in accomplishing our goals when we have someone keeping us accountable.  I'm going to make an assumption that if you are in a leadership position you've heard of the acronym SMART (specific, measurable, action-oriented, realistic, and time-bound) when it comes to goal setting.  So let's focus on accountability of those goals.    


Whether it is a personal goal, a business goal, or a professional goal, it stands to reason that you are more likely to accomplish it if you enlist the help of others to hold you accountable.  I like to choose a like minded person that I know will not let me off the hook, no matter how angry I get at their nagging.  It's a little easier when you work for a company that has your goals tied to your annual merit increase or bonus.  Not quite so easy when it's a personal goal, professional, or business goal and your the owner.


A coach is an excellent option to keeping you on track and holding you accountable.  There are many personal and professional coaches that are willing to work with you to accomplish your dreams and goals.  


I'm going to enlist the help of each of you, my readers, to help me accomplish one of my goals this year.  I am publicly announcing in this post that I plan to blog for 365 consecutive days.  I have no idea what I can possibly write to you about every single day but I'll no doubt become a better blogger in the process.  I'm asking you to hold me accountable.  I need your support with this one because it's one of those goals that I listed above where we don't tell people because we aren't sure we can do it.  This is actually day 4 and I thought about it for a couple of weeks before even embarking on 4 consecutive days.  


If you need an accountability partner let me know.  Remember this - if you really want to accomplish your goals, make sure there is someone that will hold you accountable.  

Great Leaders Ask Great Questions

You probably thought what makes great leaders so great is their amazing public speaking skills, decisiveness, the right look, and a perfectly tailored suit.  Well, I have to admit I do love to see a leader that resembles George Clooney in a tailored suit.  Although I may love looking at someone like George, looks don't make the leader.  

Great leaders are known for their ability to make tough decisions, especially when nobody else is willing to do it.  How do you think they are able to make those tough decisions?  They don't just go around making decisions all day without the information they need.  First, they ask great questions! They ask great questions of themselves as well as others.  


Watch them in meetings.  I mean the truly great leaders.  They are listening and watching.  They know what to look and listen for regarding impact to the business, the people, and the board of directors.  They know they have to trust  their people but they also have to ask tough questions to determine how to handle the issue at hand.  They are masters at asking the best questions.  

We could all learn from asking more questions instead of talking so much.  I walked into a hotel recently after the end of a long day of meetings and the desk clerk enthusiastically said, "Welcome back!"  Then she looked at me very seriously and asked "Did you get everything accomplished that you wanted to get accomplished today?"  I was baffled by the question because I am virtually never asked this question.  It was a perfect example of a great question.  Let me quickly define a great question.


What Great Questions Do

• Make us think (How do you think we compare to "competitor"?  Did you get everything accomplished you wanted to today?)
• Cause us to learn without even thinking.  We are much more capable of learning when asked relevant questions so we can formulate our own conclusions than being told what to think or worse yet, what you think (What would do you think could have been better about that presentation?  What could you  have done differently?  How do you think Joe might respond to that approach?)
• Inspire a change (How could we meet this challenge?  What could we have done differently?  What will we do to meet this deadline?)

How have you noticed questions impacting others?  What questions do you find useful?  I'd love to hear your ideas.  

Mari

Do You Have A Heart For Your People?

I have the opportunity to work with a variety of leaders in a variety of industries.  Currently I am working with a leader that has a tremendous heart for his employees.  Virtually every decision he makes is based on how it will affect or impact his employees.  Although it brings challenges with it, I have to admit it's a refreshing change.   He truly cares about every single person that works in his organization.  The question then becomes, why is this so refreshing?

The business world has become consumed with increasing revenue.  There is nothing wrong with increasing revenue - that's what business is about.  However, one could question we have become so obsessed with growth that we have lost sight of the humans that work to accomplish the goal.  Have we become so cold and dehumanized that we don't have the time to care about the fact that our top sales guy's wife just left him? Are we so focused on the goal that we don't notice Joan looks like she hasn't slept in days?  Do we expect everyone's personal life to be kept completely separate from work and they should compartmentalize their day?  Are we so busy that we've lost sight of the human element in the work place?

It is okay to care about your people.  As a matter of fact, you will be a much better leader if you can be a human leader.  Your people are much better able to give you all they have if they know you genuinely care about them.  That doesn't mean you need to now play the role of psychologist and counselor.  It does mean you have to care enough to ask about their family, their interests, and their aspirations.  You may just find you enjoy being human after all.  

Working with Gen Y?

Gen Y (aka the Millenials) is a bit of a mystery to us Boomers and Gen Xers.  They seem to have different values, are on the internet all the time, and don't seem to care much about having an actual conversation.  This can be confusing, frustrating, and tiresome.  On the other hand, as leaders, we know our role is to attract, motivate, inspire, and retain these people and for many of us, we are at a loss.

"They just don't seem to fit in" one leader said.  

"They are always on the internet."

"It's difficult to connect to them."

For the first time in history we potentially have four generations working alongside each other.  If we thought our parents didn't understand us - consider working with three generations.

Don Tapscott has done an excellent job in providing a great deal of research regarding Gen Y (aka the Millenials).  Check out his book "Growing Up Digital" if you want more info (http://www.growingupdigital.com/).  For a quick reference guide on how to attract, retain, and work with this group, read below.

• Very technologically savvy - utilize this to your advantage.  Ask for their advice.  Have them teach others in the department. 
• Can find anything on the internet and quickly - utilize them to research trends, new processes, find equipment, and people.  They have spent their entire lives on their internet and know how to use it.  
• Expect excellent technology at work - iPhones, Droids, laptops - these are all basic equipment for Gen Y and regardless of their position, they expect to have and use their technology throughout the day.
• Well Connected - you may think they never talk to people but they are connecting all day long - through Facebook, twitter, and instant message.  This is their preferred method of conversation.  They don't want to sit through long meetings.  They can connect and collaborate in virtual chat rooms just as easily.  
• Cliff Notes Version - This is a cliff notes era.  What I mean by that is they are accustomed to communicating in short bits of information and you will lose them with long, drawn out conversations and meetings.  They don't watch entire television shows, they go on youtube.com and watch the highlights.  They don't read entire books, they get their information through short blog posts.  We have to be aware of this in the workplace.  
• Intellectually Smart - Tapscott's research suggest this generation may have an increased IQ of up to 20 points simply based on the amount of information available to this generation.
• Socially Awkward - At least in the traditional way we think of socializing, this group can be awkward.  Tapscott's research also suggest the EQ (ability to relate to others) of this generation could be down an equal amount.  They may have a very difficult time with conflict resolution and getting along with others in the workplace.  
• Creative - This generation is smart, creative, and their critical thinking skills are exceptional.  They spent their lives filtering through information and discerning what is accurate and true.  Include this generation in your problem solving discussions and be willing to listen to their ideas.  

The key is not to label anyone with all of these traits but be aware of them as you work with Gen Y.  You may want to reconsider your technology policy and not be so quick to push these individuals aside simply because they are young.  They have a lot to offer if you can get past the differences.  

Getting Buy In

One Key Element of Implementing Change Successfully is getting buy in, otherwise known as getting people in the boat.  Depending on the change, this buy in may be necessary from customers, employees, peers, or senior management.  Too often, leaders make the mistake of bullying through a change with resulting mutiny on the ship.

People can get on board and help move the change effort in the right direction only if they feel included, empowered, and hopeful about the change.

It doesn't matter if you want to change the color of the lobby wall, implement an entirely new computer system, or change the direction of the company, the aforementioned statement still applies - people can only help move you closer to the goal when they feel empowered, included, and hopeful about the change.

Nobody likes to feel like someone else's personal agenda is being forced on them.  

Empowered - Give me control of something!
Empowered means they need to feel some control in the situation.  From the Sr. Vice President to the Janitor, they need to feel empowered to make a certain amount of decisions regarding this change.  They need to feel important enough that you would not only ask their opinion, you would give them the autonomy to make decisions within their scope of responsibility.  Think about it.  That's one very big reason we resist change - because it makes us feel powerless, out of control.  And nobody likes to feel powerless.  If you want buy in, find a way to empower each and every person in some way.  Empower them to take issues to someone that can help while implementing the change.  Empower them to make decisions.  And empower them by utilizing their suggestions throughout the change process.




Included - I want to be part of the process!
Unfortunately, change often feels like you (or some other manager who doesn't have enough to do) had a great idea and now you want me to implement it. One way to gain buy in and have a successful change implementation is to include as many people as possible in the strategic planning of the change. Start including people as early as possible.  And include your naysayers and most likely to oppose the change individuals early, you will be better off in the long run.  These people are likely the loudest and may be the strongest influencers.  If you can get them on board early, they will fight the battles for you.  Start having little "what if" conversations with people.  Ask for their opinions.  


Many companies choose to work out all the details of a change implementation and then dump it on the employees.  The employees are angry and frustrated.  Often it isn't the change itself that makes them angry, it's the lack of inclusion.  It's feeling insignificant and unimportant.  

Hopeful - Give me hope this is going to work and be a good thing for us!
As human beings we all want hope.  That's why we watch pop culture shows like The Voice, American Idol - and movies like The Blind Side and Rocky.  We also want hope at work.  We want to know that all our effort will pay off.  We want to know this change will be good in the long run.  We want confirmation that we will still be important after implementation of the change.  

5 Steps Toward Implementing Change

We all know change is difficult.  Most people do not like change.  Even when people seemingly want a change, there is still a great deal of stress involved in the process.  Fortunately, there are ways to implement change more effectively.  Read on for five steps to help you implement change more effectively.

Bullying people through a change effort may get the job accomplished but at what cost?  We all know change is inevitable yet there are ways to implement change in a humane and considerate way and ways to implement in a not so respectful and considerate way.  I'd like to focus on the positive.  


The first thing you have to remember when implementing change is your employees have not had the time to adjust to the change that you likely have had.  Oftentimes, you have been involved in discussions for months before an actual change is implemented.  As much as you possibly can, provide them time for the change to sink in.  Keep that in mind as you work through the following steps.


1.  Communicate, Communicate, Communicate
Communicating more is always better than not communicating at all.  Tell them everything you possible can.  And tell them when there are things you can't share.  They need to be able to trust you through this change.  If there are things you can't share just tell them so but assure them you will share everything you possibly can.  Plan to communicate more frequently.  Plan to tell them the details of the smallest decisions.  


2.  Be aware of your Non-Verbal Communication.
Remember your employees are reading your Non-Verbal Communication as well as your verbal.  During a change effort, your employees are watching you more closely.  When you come out of a meeting with a pained look on your face, they notice.  And they will make up what you don't share.   Be aware of all the communication you are sharing - both verbally and non-verbally.


3.  Make time for fun during the change.  Change is stressful.  Find ways to have fun at work.  Encourage others to have fun.  This could be team outing or a meeting where you provide goofy awards to people.  Ask the team to come up with ways to have fun at work to help all of you get through the change.  

4.  Celebrate Small Wins.  Whether you are implementing a new computer system or preparing for a reorganization, find ways to celebrate as a team.  Keep the focus on the work to be accomplished and reward the smallest successes.  


5.  Keep people focused on the task.  While implementing change you will likely have several, if not many, people that would rather derail the efforts for whatever reason.  Keep the focus on the tasks to be completed each day instead of on the trials and difficulties of implementing the change.  That doesn't mean you ignore the problems but it does mean you help everyone to focus on what is going well rather than what isn't.  


Following these five steps will help immensely in dealing with the change effort.  What steps have you taken to implement change more successfully?  I would love to hear your ideas.


Mari