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Leadership Lessons From My Dad

(Powerful leadership lessons are learned from everywhere.  In a sporadic series of blogs, I am going to explore the people that taught me those lessons.  Some will be expected, others may not. Thanks for reading!)
My father was a larger than life figure. He was monumentally successful, at times overbearing, always respectful and extremely loyal. It was an odd mix of being gregarious and contemplative.  Regretfully, he died just as I was becoming an adult.
 
My father came to America with $22 in his pocket. He was determined to build a new life and fulfill his American dream.  By the time he died he had done all he had set out to do and more.
 
Just a few of his accomplishments:

• Chairman of the Civil Engineer Department at IIT
• On the President’s Earthquake Council (advising the President of the US about earthquake issues)
• Established one of the first Asian Indian group in American.  Was instrumental in getting Asian as a designation on the US Census.
 
The thing I remember about my father was how resolute he was.  Often not for himself or his desires, but those of others.  He was not fearless but was on behalf of others.  He spoke with corporate executives, Senators, Presidents, college students and janitors with the same courtesy and respect.  His friends were loyal and, I was told, even if you didn’t like him you respected him.
 
In the last six weeks of his life, we talked a lot about his learning and legacy.  I was determined to soak it all in.  Many of those lessons are unconsciously a part of who I am as a person.  There are three that helped to shape what I believe and practice as a leader.
 
DO WHAT YOU SAY YOU WILL

“Your word is the most important thing you have, make sure you live up to it”.
 
For my father, reputation was everything.  He felt like he had an obligation to fulfill on promises he made, regardless of the consequences.
 
QUICK STORY
There was a time when he promised a family friend he would loan him money to start a business.  We were not rich and the money was tight. But, my father found a way to get the money together he promised.  Even after he found out that the business idea was no good, he still loaned the money to his friend.  Some might say it was stupid.  Heck, even my Dad thought it wasn’t the best idea.  But he told them he would give them the money, so he did.
 
“I promised them”, he told me, “When I promise that is like a guarantee. You can take it to the bank”
 
In the end, his friend’s idea was a bust. But, something interesting happened.  My father was able to earn the money he loaned quickly with some fortuitous work. And, his friend never forgot that promise.  In fact, many of my Dad’s friends never forgot that.  He was repaid with good will for a lifetime.
 
Leaders do what they say they will.  Even if it’s hard or makes them uncomfortable
 
BE RUTHLESSLY COMPASSIONATE
My father always gave his honest opinion, even if you didn’t want it.  He used to tell me,

“If you ask me a question, I’ll give you an honest answer whether you like it or not”.
 
There were many times I didn’t.  But, I always knew I could count on him for the truth.  The funny thing about him was that he told you the truth in a way you could hear it and so it would sink in.
 
He was ruthless with the truth.  He would tell you something didn’t look good on you or that the food wasn’t good or that idea you had was horrible. If you asked, he would tell you.  But, he was always compassionate.  He told the truth in a way that people would accept it and act on it.
 
QUICK STORY
There was a student of my father that was brilliant but brittle.  My father used to say he was one of the smartest students he ever had.  This student asked my father about some work he was doing on his thesis.  My father told him the truth.  He found flaws that the student hadn’t thought of and made it clear how disappointed he was in the student’s thinking.  But, as soon as he got done giving his answer, my father smiled and said
 
“Let’s make this better together. You are on the right track and I know you do this.  I want you do come here every day for the next week. We will work on this and make it airtight.  I have faith in you”
 
Leaders tell the truth, but do it so that people can hear it AND take action on it.  
 
BE BOLD
No one would ever accuse my father of being shy.  Regardless of who you were, if he wanted to talk with you he would.  He was fearless, or so I thought.  During those last six weeks he told me a secret about his boldness with people –
 
“I don’t do things for me.  There are always others that I am speaking for or doing on behalf of”
 
Whenever my father stood up to a politician or corporate board, it was never about him.  He was doing it to support someone else that couldn’t.  At least that is what he believed.  It gave him strength and purpose.  It gave him energy and a seemingly “bullet proofness” that let him do things most people would not.
 
QUICK STORY
After the terrible explosion at the Union Carbide plant in Bhopal, India, my father met with the Union Carbide leadership.  He worked with them to provide some restitution for the victims and their families.  He never vilified the company, but also did not let them shirk their responsibility.  In the end, both Union Carbide and the victim’s families thanked him. When I asked him about it, he told me, “It was never about me.  That is what made me bold and gave me the resolve to carry it through”
 
Leaders are bold.  They take action and face adversities.  But, their boldness is not for them.  It is always to behalf of others.  Doing for others gives you strength and conviction!
 
I am a stronger person and more compassionate leader because of the lessons my father taught me.  I am thankful for each day that I had the privilege of having him in my life.
 
Where did your lessons in leadership come from?

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

Lessons In Leadership From My Step-Dad

(Powerful leadership lessons are learned from everywhere.  In a sporadic series of blogs, I am going to explore the people that taught me those lessons.  Some will be expected, others may not. Thanks for reading!)
 
My step-dad, Leroy, has been in my life for almost as long as my biological father was. He and my father are a lot alike.  He grew up poor and had to work his way to success with will, determination and skill.  They took two different paths, but reached success nonetheless.
 
Leroy created, built and ran one of the most successful bridal registries in America, selling china, stemware, collectibles, etc.  Although, it is likely that he would have been monumentally successful in whatever profession he chose.
 
Outside of only a few people I’ve known, he was singularly focused on being the very best at what he did.  Not good, not better than others, but the very best.
 
Leroy has taught me so many lessons about striving to be the best and leadership.  Luckily for me, he continues to share them, but here are the top three so far

DON’T JUST TAKE IT
There is no one that I have seen overcome adversity with more fight than Leroy.  He is the true embodiment of “when life gives you lemons, make lemonade, lemon crème pie, and grow a lemon tree. That’ll show life to give you lemons.” (or something like that).
 
Life is full of twists, changes, body blows and slip ups.  He once told me:
 

“The worst thing you can do is wonder why they happened.  They did.  Get up and move on.”
 
Every time something bad happened in Leroy’s life, he kept going.  It might have made him sad or mad.  He never stopped moving forward.  He kept routines that gave him comfort, pushed forward and grew stronger as an outcome! Pain is temporary if you learn why it happened and keep moving forward.
 
Lesson – Life is full of challenges.  Leaders meet them head on.  Some they will win, some they will lose. Both are valuable.  Both are fleeting. Keep growing and motivating those around you.
 
GIVE MORE THAN YOU PROMISED
“Consistently give people better service than they are expecting.”
 
I remember him telling that to a young salesperson.  But, that was his philosophy about everything.  Leroy built his business not with fancy advertising or marketing campaigns, but referrals.  He networked before networking was even a verb.
 
The reason people gave referrals to work with Leroy was because he always over-delivered.  He always knew what they wanted.  He always made them feel special.
 
But it wasn’t just at work.  He did that at his church, with his alma mater, charities, and anything that involved people.  He didn’t give to get.  He gave because he loves it.  People want to work with a giver.  His success is proof of that.
 
Lesson – Leaders give of themselves freely, willingly and with joy expecting nothing in return.  They know it will all work out in the end.
 
IT’S ALL BASED ON THE CUSTOMER
Leroy’s simple philosophy about leadership is the cornerstone of any free market economy.  It’s all about the customer.  I came up with a phrase about linking employees to customers called “Line of Sight” based on a conversation with him.
 
“Each and every person in a company (or store) should have a direct line to the customer.  If they don’t play a part, somehow, in gaining or retaining customers, why are they there?”
 
Why indeed.  In the end, no matter what fancy shmancy new management fad comes along, companies can’t be successful unless they are gaining and retaining customers.  Leroy saw that and built everything around them.

• Processes weren’t made efficient for the employees, but easy for the customer
• Policies were based on what was best for the customer
• Store hours built around customers

Sounds almost too easy, but each and every employee in Leroy’s store knew how they impacted the customer.  As research has shown, organizations that do a great job of this are more successful than those that don’t.
 
Everything revolves around gaining and retaining customers. That clarity starts with the leader.  They need to understand and then ensure that their team understands.  Simple, powerful and elegant.
 
Leroy is a good man, who has always treated me with respect. He’s taught me that leadership starts with a good moral compass and a focusing on the “true north” of business, customers.
 
Where have you learned your unexpected leadership lessons?

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

Leadership Lessons From My Dog

Pets, for many of us, are extensions of our families. They comfort us when we are sick, protect us and are happy to see us.  In many ways, they are a great representation of a servant leader.
 

A servant-leader focuses primarily on the growth and well-being of people and the communities to which they belong. … The servant-leader shares power, puts the needs of others first and helps people develop and perform as highly as possible. –Robert Greenleaf
 
Okay, it’s not exact, but not that far of a stretch, right?  I’ve been fortunate to have a lot of these furry friends in my life.  Both in my home and volunteering to help their lives be a little better.  The one that taught me the most was a coonhound mix we called Cadoo.  He was brilliant and surprisingly taught me a thing or two about how to be a better person and leader.

DON’T WORRY SO MUCH ABOUT TOMORROW

This is true for many dogs, but Cadoo had this ability to enjoy the moment he was in to the fullest.  He wasn’t concerned about the next day or really the minute after the one he was in.  Not to say that didn’t cause him trouble at times, but for the most part he was so interested in you that what ever happened next didn’t matter.  The full on attention he gave whom ever was with is something I take with me to this day.  I try with all my might to be “in the moment” and not worry about the next moment.  As a leader it helps you learn about the people on your team and get clarity about how to serve them better.

Leaders focus on the moment they are in.  When it is time to plan, they focus on planning.  When it is time to act, they focus on acting. When it is time to listen, the listen. Trying to do all things at one time means none get done well.
 
IT’S OKAY TO HAVE A SHORT MEMORY ABOUT THE SMALL STUFF
No matter what you did to Cadoo, he was always happy and didn’t hold any grudges. As long as the net result of the relationship was good, he was of the “forgive and forget” mentality.
 
He also didn’t let things going wrong bother him for long. I always marveled at his resilience.  It is a skill I am honing to this day.
 
Unless its something really bad, grudges are a lot of work to maintain. Don’t hold on to things. Remember people treat you like you expect them to.
 
What about the bad people that try to do you harm, you ask?  How do you avoid getting hurt by them?  Well, my trusty Cadoo followed what is not being uncovered in science – intuition
 

When you see a tiny detail of a familiar design, you instantly recognize the larger composition—and that’s what we regard as a flash of intuition. – Helen Fisher, PhD
 
He knew fairly quickly who he could trust and who he couldn’t or shouldn’t.  Of course the gut is not always right, but getting it wrong hones your “intuition” even more.

Leaders act on the sum of the relationship not just the last interaction. 
 
BE EXCITED, BE REALLY EXCITED
Cadoo was excited about everything. The funny thing was that the more excited he was the more excited everyone was. Coming home, greeting guests, watching TV, and really just about everything else. His excitement made everything more fun. Of course, it is not appropriate to be enthusiastic about everything.  But in most cases, enthusiasm makes everything better.  It is contagious and enables teams/groups to accomplish more.
 

Enthusiasm spells the difference between mediocrity and accomplishment.” ― Norman Vincent Peale
 
Leaders need to be enthusiastic about their role, their team and the impact they have.  It makes a difference.
 
Watching the joy that Cadoo had in each moment, regardless of what he was going always made me envy him. He could relax a room and sense danger just by being 100% present.  Yes, we all have much more to worry about than a simple dog.  But, I know I am a better husband, leader, parent and consultant by learning from him.
What are some of your unexpected leadership lessons?

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

What I’ve Learned From The Ultimate Blog Challenge

Over the past 31 days I have participated in the Ultimate Blog Challenge. The goal was to increase blog traffic and readership.  But the lessons I’ve learned are even  more powerful:
 
1. The best time to write is when you have time to do it
2. There really is no such thing as writer’s block.  If you are stuck, start writing.  Eventually you’ll get unstuck
3. Not every single thing you write has to be a masterpiece
4. There are a lot of really amazing writers. All with a variety of styles.  There is no better, only different
5. Everyone has something important to say
6. Writing a lot helps you get better at it
7. There are, literally, thousands of topics to write about
8. The worst thing you can say to yourself is I’m not capable
9. No one will agree or disagree with you if you have nothing to say
10. Your toughest critic will be yourself (at least mine is)

Thank you Michele Scism and Michelle Shaeffer for putting this challenge together.
 
Do you want to start blogging more and increase traffic to your site?  Take the challenge.  The only regret you will have is if you don’t ever try.

(You could have a regret if you kick a beehive or poke a sleeping bear, but those are exceptions to the rule)
 
Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

How To Lead People You Don’t Agree With

POLITICS AND RELIGION…

These are two topics that many people suggestion should stay “non-topics” in a polite society.

FIGHTIN’ WORDS
Following politics in any country shows the passion that people have for their points of view. In the recent election for US
President, the voting populace was severely divided.

Families fought and friendships ended.

But, what about at work?  Can you lead someone that you disagree with politically, religiously or otherwise?

Religion and politics are the third rail of work.  No one is supposed to talk about themor be upset about differences.

But is this realistic?  No.

Diversity and the global nature of work have caused an integration of people that, left to their own devices, might not associate with each other otherwise.

LEADING THROUGH OPINIONS
So, if we have to work with and lead people we don’t agree with how do we do it? 

WHY IS IT HARD TO DO?

There are two main reasons it’s hard to work with those that you disagree.

1. You see parts of yourself and your beliefs that you don’t really like
“The reason you can’t stand that person in the first place, is that they remind you of what you can’t stand about yourself.- Peter Bregman

2. It causes you to question your beliefs
Any time someone has a worldview or set of beliefs that are different than yours, it calls your beliefs into question.  That is never easy or comfortable.  But, unless its something fundamental like “thou shall not kill”, it can give you different perspective and help you see the world through other’s eyes.

So what do you do about it?

ENGAGE AND FINDING COMMON GROUND
Work hard to find things to agree and work together on.  There are often more similarities than differences between people. Organizations and teams are ripe with a variety areas to have common ground:

• Team goals
• Project completion
• Project outcomes
• Company success
• Professional growth

Regularly explore and expand on them.

Whenever I take on a new team, I always meet with each person and spend time exploring our commonalities.  This way we can begin to build on those right away.  Differences come easily. If they show up after you’ve already built a foundation of commonalities, they are less likely to impact how work together effectively.

FOCUS ON WHAT THEY DO WELL
No matter what you think of someone’s views, they often are exceptional, or at least capable, in a few areas.  When leading someone that you don’t agree with it’s important to keep those skills at the forefront when working with them.
Otherwise, the people you don’t agree with will become stereotypes.

Conservatives will seem militant; liberals will seem noncommittal, etc.  This occurs because of a phenomenon called “self fulfilling prophecy.”

“A self-fulfilling prophecy is a thought or expectation that occurs because it has been thought. For example, when a teacher assumes that a certain student is not intelligent, the teacher might give that student less positive attention and more negative attention, resulting in poorer performance by the student….. Our behavior can affect others, particularly people over whom we have authority or with whom we spend significant amounts of time.” ~ GoodTherapy.com
The problem is that it can impact the folks we lead and work with. Working with people that are different than us can make us better if we let it.  Remember to focus on each person’s positives.

DON’T DWELL ON WHAT YOU DON’T AGREE
When there is an area or topic that you don’t agree with someone about, don’t make it the focal point of your relationship.

It is not healthy and makes the team less productive.

• Time spent trying to change an opinion that doesn’t impact the success or failure of the team is time wasted.
• Move on and focus on activities THAT WILL PRODUCE RESULTS.
• Surprisingly, people are much more tolerant of others when they are winning.
• Focus on being a high performance team creates tolerance.

SEEKING OUT THEIR OPINION
Some of the very best advice given is from folks that you don’t agree with politically or philosophically.  Their opinion is unvarnished. Compliments are more sincere, criticism more pointed and solutions more clear.
People that think differently than you come at issues, problems, etc. from a perspective you don’t have.
It provides for rich ideas that you might not think of on your own or with someone who thinks like you. Actively seek out opinions of those you don’t agree with, you will develop better solutions and become a better person in the process.

FIGHTIN’ FAIR
In order to have a high performing team or organization, ideas and solutions must come from everywhere.  People must feel free to share their thoughts without worrying about self-censoring their own beliefs.  This stifles creativity and tamps down productivity.

• Stick up for their right to have an opinion different than yours and of others.
• Champion the voice of those that you don’t agree with.
• Make sure they have the platform to speak and share ideas.

Real leaders and partners give voice to everyone on the team, not just the ones that are the same religion or political affiliation.

Being a leader means that you will work with all kinds of people, those that you agree with and those you don’t. You are creating a legacy with every interaction. What is it that you are creating?
 
Originally posted on Linked2Leadership.com.  Please visit them to read this and other awesome blogs!

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

Speaking In Absolutes – The Down Side Of Always And Never

There are two words that should be used sparingly, if at all, as a leader always and never.
 
WHAT’S THE PROBLEM WITH USING ALWAYS AND NEVER?

Always and never are words that are part of the “all or nothing thinking” in cognitive distortion.
 
Cognitive distortions — where your mind puts a ‘spin’ on the events you see, and attaches a not-so-objective interpretation to what you experience.
 
In all or nothing thinking, there is no grey area.  There is no room for improvement or understanding.  Therefore, using words like these lead to stifling growth and hindering innovation.
 
Always and never are: 

• Not really quantifiable words and generally are a a matter of opinion.
• Charged with innuendo and accusation
 
Always and never can 

• Make someone defensive
• Encourage someone to ignore a compliment
• Indicate laziness of thought
 
As leaders , using words like these indicate a lack of interest improving. If we want to create a high performance team that is accountable and driven, it’s time to retire words like always and never.
 
 
WHAT TO USE INSTEAD?
 
Generally, always and never are used when giving feedback of some kind. Using words like these indicates that there has been time between the reason for feedback and the feedback itself. Often, there multiple occurrences of the issue before the feedback that includes always/never.
 
Instead of always or never, use a structure to ensure that feedback can help people develop, grow, improve and become more effective
 
1.     Let them know the reason for the feedback – Context is key.  Giving adults the reason you want to speak with them gives a frame of reference. They don’t have to wonder “what is this all about”. Depending on the type of feedback – praise or constructive – you may want to ask a question like –
 
“How do you think XYZ went?”
 
2.     Let them know the specific issue is:
Praise –

“I want to talk to you about your excellent work on XYZ”
 
Counsel  –
“Why do you think the meeting took the turn it did?”
 
3. Let them know the impact of their actions
Praise –
“You attention to detail and leadership shaved 3 weeks off the implementation”
 
 
Counsel –
“Getting defensive in the meeting shut down conversation.  It delayed our progress on the project and undermined our relationship with our business partner”
 
4.     Point out something about them that you see
 
Praise –
“Your ability to lead others really shows through”
 
Counsel –
“I know that when you get upset its really your passion for doing a great job that shows through”
 
5. Use the conversation to develop and promote feedback
Praise – Congratulate them and ask them  –> Why they took the actions they did
 
   
“Thanks again for making this project successful.  What had you decide to create the job aids like you did?”
 
Counsel- Let them know you are dedicated to their success and ask –>What actions they will take to create solutions?
 
“I really want you to be successful and am glad we could talk about this.  What’s the first thing you actions are you going to take to correct XYZ?”
 
During the course of these conversations,  ’always’ and ‘never’ should not be used. There is really no place for them.  

Providing feedback is one of the most important parts of being a leader.  It drives development and growth.
 
What other commonly used words get in the way of leadership development?

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

Doing Well By Doing Good

This past week I had the great privilege of training leaders from the Cancer Treatment Centers of America (CTCA).  Out of the hundreds of organizations I’ve had the chance to work with, CTCA is truly unique. They have dedicated employees working to support people diagnosed with cancer, and they are exceptionally successful all at the same time.
 
CTCA is one of the few organizations that makes a difference, creates a great place to work, and yet still does well financially.  This is a rarity in the for-profit world.  Although in practice their methods are complex, their success boils down to just a handful of guiding principles.
 
They are the embodiment of the maxim, “Doing well by doing good”
 
PEOPLE VERSUS PROFIT (PATIENT CENTERED)
Between sessions I was fortunate enough to get a tour of one of their newer facilities. The very layout of the building showcased CTCA ‘s emphasis on patient-centered care. According to my tour guide, CTCA’s CEO is focused on making sure patients come first.   Even if they can no longer pay for treatments, CTCA still grants patients necessary care.
 
“The more we take care of people, the busier we get. We never worry about the money. We only worry about the patient.”
 
What if every organization focused all of its energy on creating the most spectacular customer experience this way?  If they strived to ensure the customer was always taken care of, would they have to worry about where their next customer was coming from?  Or would customers be so passionate about the organization, that not only would they never use a competitor, but they would also encourage their friends to become customers, too?
 
One could say that CTCA is in a unique industry, with an inherent emphasis on care and understanding, – but if every organization was just as concerned about the customer experience, wouldn’t we all be better off?
 
CTCA clearly understands that putting patients first is the most efficient way to manage their care and dramatically increase the rate of success.  They go to great lengths in making sure the patient feels more like a person, and not just a number.
 
CTCA continues to grow and achieve success because they leverage the idea of being patient-centered.  They do well by doing good.
 
LINE OF SIGHT (MOTHER STANDARD)

When I got the chance to meet people within the facility, I wanted to test this idea of patient-centered care.  It was easy for me to see how nurses and doctors might have this mindset, but I actually found that every single employee felt they were playing a significant role in delivering the very best care possible.
 
From the security guard, to the person that manages the salad bar, to the folks in the gift center: everyone believed it was his or her job to ensure better care.  This was one of the best examples of each and every person knowing their impact on gaining and retaining customers.
 
See, CTCA prides itself on giving what they call the “Mother Standard.”  In essence, this means giving every patient the same care you would give to your mother (or any other family member).  In every action, this ideal is considered.  This is CTCA’s way of linking each employee to the end customer – their line of sight. Employees thus connect with the meaning in their job every day, and meaningfulness correlates to the profit and productivity of an organization.
 
MOVING PEOPLE (MISSION DRIVEN)

In Daniel Pink’s latest book, ‘To Sell is Human,’ one of the first things he points out is that the consumer is now equipped with as much, if not more, information about the service or product than the person who is doing the selling.  Customers are continuously seeking out organizations that “walk their talk” – mere gimmicks aren’t enough  to sell products anymore.
 
CTCA is one of the few organizations that really seems to take action and make decisions based on their mission:
 

“CTCA is the home of integrative and compassionate cancer care.  We never stop searching for and providing powerful and innovative therapies to heal the whole person, improve quality of life and restore hope.”
 
Given their industry, their mission is unique because there is no talk of a cure or of ending cancer.  It’s all about the person they are caring for.  Without a doubt, they deliver the very best care using the most state-of-the-art equipment available, but the driving force is their mission.
 
It is highly unlikely that many organizations could emulate CTCA, because they are such a unique business, but some lessons can be taken from their example:
 
• If organizations use laser-like focus on making their products, processes, and programs customer-oriented, customers will not only develop loyalty, but also draw friends and family in as well.
• If organizations strive to ensure that each and every employee clearly understands how their job impacts gaining and retaining customers, employees would know how meaningful their roles are. This would increase innovation, loyalty, and efficiency, – and unleash employee passion.
• If organizations design a mission that truly represents their unique value proposition and customer focus, it could – and should – impact actions and decisions. Customers want to work with organizations that walk their talk.
 
What are your customers saying about your processes and employees?  Do they believe your organization is as focused on them as you have promised to be?
 
Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

Cubicles And Collaboration

There has been quite a bit written lately about office space design.  Mostly, the points of view are about what encourages collaboration and “effective use of space”. However there seems to be little thought about the impact of it on current employees.  Collaboration is monumentally important.  There is almost nothing done in an organization today that isn’t done as a team.  But, collaboration can’t be forced or mandated.  Collaboration is a function of the people and dynamic on a team.  It has to be encouraged, fostered, etc.  
 
Effective use of office space really is about the type of work that your organization does and how changing it might impact your current employees.
 
THE DREADED CUBICLE

Cubicles are accepted practice.  It is really unclear why though.  For the most part, cubicles are associated with the worst part of work.  Based on a very unscientific study, the three biggest issues with cubicles:
 
1. THEY GIVE A FALSE SENSE OF PRIVACY –
For some reason employers give half walls between employees to allow for a sense of privacy.  But, they don’t really give privacy at all.  People can’t really have conversations or phone calls that aren’t heard by others.  Although there are “walls” there is no real privacy.
 
2. PROMOTE CLASSISM
Unless each and every person in the organization has a cubicle, they indicate the differences in hierarchy of an organization.  There are some organizations where employees and managers are in cubes, but the managers have BIGGER cubes.  It is a physical reminder that not everyone is equal in the organization.
 
3. DEMOTE INNOVATION
Cubicles not only don’t allow for much privacy, but they don’t allow for much innovation either.  The separation between employees is not enough to have private conversations and therefore lessens the opportunity for spontaneous collaboration.  Noise is frowned upon in many “cubicle farms”.  Trying to solve problems together is difficult when there is little room for collaboration.
 
HOW ABOUT “OPEN SPACE”
 
The newest trend in creating more “collaborative” offices is open space. Essentially, it removes all the barriers between employees  so they have to sit right next to each other, sometimes around a common table, to get work done.  The theory is that this will increase employee contact and enable great collaboration.  But there are some inherent problems with open space workplaces:

1. IT IS NEARLY IMPOSSIBLE FOR EMPLOYEES TO THINK THROUGH PROBLEMS AND CONTEMPLATE –

Cramming everyone into the same space actually decreases the ability to think.
 

 
When you’re in an open office, your brain becomes perceptually loaded,” said Steven Orfield, president of Orfield Laboratories, a Minneapolis-based architectural and product-research firm.
 
Increased stress levels decrease our abilities to think clearly.  Our ideas become muddled and we actually get less done.
 
2. THEY ARE A NOT CONDUCIVE TO “NON-EXTROVERTS”
 
This is all great if you’re an extrovert, as Gensler’s Erik Lucken wisely observes in his essay, “The Unsung Office Hero.” But, as he cautions, “For the estimated 25 percent of the population who are introverts, the future workplace as described above is a daunting prospect…. Putting an introvert in a dense, open-office plan is like forcing the proverbial square peg into the round hole.” – Allison Arieff
 
SO WHAT IS THE RIGHT ANSWER TO CREATE A GREAT WORKPLACE THAT ENGENDERS COLLABORATION?

 1.     DON’T RELY ON THE MAGIC OF SPACE TO DRIVE, ENCOURAGE OR ENFORCE COLLABORATION.
Although this seems like a no-brainer, the fact that so many organizations seem to jump on any bandwagon to encourage collaboration makes it necessary to say.  It is similar to believing that buying a treadmill or stair master will make you lose weight.  Just like buying a piece of equipment can’t magically make the pounds drop off, altering space alone will do little to encourage people to work together more effectively.
 
2.     IF OFFICE SPACE IS GOING TO BE REDESIGNED TO ENCOURAGE COLLABORATION GET EVERYONE INVOLVED IN DESIGNING IT AND MAKE SURE EVERYONE PARTAKES IN THE CHANGES
Yes, that’s right. Get everyone to provide input on how to make the office more collaborative.  It’s not about implementing every idea, but people want to have a say in where they spend the majority of their day.  Just like any change, if the people impacted are  involved, they are more likely to be on board.  And, make sure that every single person, from CEO to new hire, participate in the new office layout.  If employees are going to be working in an “open space” then the executives should too.
 
3.     BE MORE COLLABORATIVE.
Duh! If collaboration is important show it.  Don’t just change office layout and say “now be collaborative”.  Remember that treadmill? That’s similar to saying, see that treadmill?  Now get in shape!  Pretty stupid right?  If collaboration is important:

• Train managers to promote and encourage collaboration
• Develop collaboration as a skill
• Reward collaboration
• Knock down silos
 
Office space is important.  It can encourage collaboration and camaraderie.  But, not every company is Google or Facebook.  

Their cultures are designed around a specific style of work.  That is why the “open space” works for them.  Think about what is best for your organization and do that.  Don’t just copy the latest trend. That won’t make more collaboration it will just create more disengagement.
 
What do you think?

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

Lessons In Leadership From My Wife

(Powerful leadership lessons are learned from everywhere.  In a sporadic series of blogs, I am going to explore the people that taught me those lessons.  Some will be expected, others may not. Thanks for reading!)
 
I consider myself a lucky man.  Not only did I marry a beautiful, smart and funny woman.  Thankfully, she is also a  great teacher.   My management career started when I was pretty young.  I got the opportunity to lead teams of very smart folks that were my former peers. My wife helped me avoid a lot of pain and jumpstart a team that was in trouble by giving me some simple advice.
 
“Nobody like a know it all.  Listen first, then make decisions.  Never forget, you are not better than anyone else”
 
Sagely advice, no?  That advice led me to 5 tactics that I used as a leader and talk about to my clients all the time.
 
1. BE HUMBLE
Humility is a powerful tool.
 

“Humility is often perceived as a weakness when, in fact, it can be a tremendous asset. The leader who is humble rarely allows the power of their position to cloud their judgement. The leader who recognizes they are not perfect creates an environment where those around them feel comfortable making mistakes and taking chances.” – LeRoy McCarty

It is SO important to be humble.  It opens up possibility for others and increases the success of the team.
A humble leader is secure enough to recognize his or her weaknesses and to seek the input and talents of others. By being receptive to outside ideas and assistance, creative leaders open up new avenues for the organization and for their employees.- Doug Guthrie
 
2. LISTEN, NO LISTEN

Yes, everyone knows how important listening is.  We’ve heard it so many times we’ve stopped listening about listening.  But, listening changes a leader in profound ways.

When I took over a new team that was floundering, I sat down with each member of the team and asked ‘What would you do if you were me”.  They gave me great advice.  Simple, elegant solutions that no one else heard because they thought the team was not effective.  But they were, given the chance. As soon as I started implementing their ideas, the turnaround was dramatic.  The magic is I didn’t actually do anything except listen to them.
 
3. DON’T BE A KNOW IT ALL, ADMIT WHEN YOU DON’T KNOW OR WHEN YOU ARE WRONG

Somehow we’ve been conditioned to believe the leaders know the answers.  My wife saw that I was struggling with this.  She is never afraid to admit when she doesn’t know.  What I learned from that was people didn’t see that as weakness but as strength.  People want to help, if you don’t know they are willing to lend you their expertise. But you have to ask.
 

As a leader, you don’t need to have all the answers or have superhuman traits. Instead you need to focus on asking the right questions, engaging your team and focusing on what you’re actually doing.  – Robert Kaplan
 
4. BE DECISIVE
Once it is time to make a decision, make it.  Don’t hem and haw.  Don’t analyze things to death.  Act.  Of course, it is important to think about things, gather facts, listen to experts, weight outcomes and all of that.  But, people want their leaders to act.  It is not always perfect or even the correct path.  But some action is better than the agony of waiting and doing nothing.
The important thing is to admit when you have made an incorrect decision and ask for assistance in correcting it or choosing a new path.
 
Being decisive under tough situations while being responsible for the results is often cited as true leadership. – Bizmu
 
5. BE HUMAN
It is so easy to forget some of the struggles of employees.  There was a time when you weren’t privy to information.  There was a time when you weren’t asked your opinion about how to handle situations. Never forget that there was a time you were not a leader.
 
Never forget that there was a time you were not a leader. Don’t think that you are above other and be human.  –
 
In turbulent times, we need our leaders to be more human than ever too. Kerry Bunker
 
Leadership was easier, more fun and I was more effective because I took on this advice. The funny thing is that I had to “unlearn” a lot of things that other managers had told me.  But, I’m glad I did. I’m pretty sure my team was too.  
 
Where do you learn unexpected lessons of leadership?  What relationships provide you with valuable insight?

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

Leadership Lessons From My Ex-Wife

(Powerful leadership lessons are learned from everywhere.  In a sporadic series of blogs, I am going to explore the people that taught me those lessons.  Some will be expected, others may not. Thanks for reading!)
 
Although my first marriage didn’t end well, I was fortunate to come out of it relatively unscathed.  It taught me a lot about how to build relationships and how to be a leader.  You could say that my ex-wife gave me great insight of what not to do.
 
1. DON’T PROMISE WHAT YOU CAN’T DELIVER –
Admittedly, we were having some issues before the end.  We decided that we needed to take on something, like a project, together.  The theory was that we were going to have to rely on each other and in the end see each other in a different light.  Let’s just say that didn’t work. I signed up to lead a big volunteer effort with the understanding that she would be joining me taking on some of the work.  I made my commitment taking on a HUGE role to recruit volunteers and donors.  Then…she backed out.  She said it was “too stressful” and “too much extra time”.
 
But, I couldn’t back out.  I grit my teeth and took on the extra work.  In the end, it worked out really well. I made excellent contacts, learned a lot about being more efficient and helped a great cause.  It also taught me the importance of doing what you say you will. It not only undermines relationships, but plants the seed that you can’t be trusted.
 

 
2. MAKE SURE THE PEOPLE IMPORTANT TO YOU KNOW THEY ARE IMPORTANT
 
Have you ever worked with someone that never told you what you did was important even though they gave you all the hard projects and asked you to take on all the difficult tasks?  Try living with them.
 
Leaders, people need to know that that you SEE what they do matters.  Yes, there are people that will tell you “the work is my reward”.  But, even they will feel put upon if their hard work and great effort is not acknowledged in some way.
 
My ex-wife never said thank you for the things that I (or others close to her) did.  Mind you, I wasn’t looking for a parade or surprise party (although that might have been nice).  But, it would have been nice to know that she thought what I did mattered or made her life a little better.  I’m actually kind of thankful she didn’t though.  It made me double my efforts to make sure the people that I worked with and my friends knew that I appreciated them.  I wrote a lot of thank you notes, sent thank you emails and did a lot of public recognition for my team.  Not to say that my team(s) would’ve taken a bullet for me, but they knew I had their backs.
 
 
 
3. IT’S NOT WHAT YOU SAY, IT’S WHAT YOU DO

This is an oldie but a goodie. My ex-wife (and me too if I’m being honest) was notorious for saying she would be somewhere or do something and not follow through.
 
She told me that she just felt bad saying no and people felt better when you said yes. She had no intention of doing what she agreed to and would figure out an excuse later.  At first, I thought that was kind of brilliant. You didn’t have to be honest, could make everyone happy and still get to watch the Fear Factor marathon.  But, I noticed that people stopped asking us to do things.  We weren’t getting invited to parties, weddings, etc.  I also noticed that my team started to skip asking me things as well.  Taking my ex-wife’s advice had led to a one-way trip to “lonely-ville”.  One Monday, I learned of a team outing that everyone attended, except me.  They had gone to a place I loved but assumed I would just cancel and didn’t invite me.  I was mortified to learn that by not dealing with telling people no, I was forcing myself into “hermitness”.
 
That’s the day I stopped doing that entirely.  What a gift that lesson was.  From that point on, I worked on making sure I did what I said I would.  Sometimes that meant saying no, making some people unhappy or disappointed.  Remarkably, I started to get invited to things again, both at work and with friends.
 

 
Although some of these lessons were tough to learn, I became a better leader and a better person because of them. I’ve never forgotten the importance of honoring relationships.  They are the cornerstone of making a great workplace and a great life.  
 
Where do you learn unexpected lessons of leadership?  What relationships provide you with valuable insight?

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

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