Leadership Excellence

Lessons from the Health Care Town Meetings

Whatever your political persuasion, or indeed your position on health care reform (or is it health care insurance reform), the town hall meetings are instructive as applies to leadership and meetings.

Beginning with a diverse and divisive group of attendees, the moderators are faced with the challenge of gaining and maintaining trust with the audience.  Ouch ! Trust has broken down in many of these venues because the politico has one agenda -- to defend health care legislation - and the attendees have more than one topic on their mind.

Secondly, and this is the critical issue. One of the components of a successful Q and A is the ability of the moderator to be concise, accurate, knowledgeable, and to connect with the audience.  In the absence of these criteria being met, an audience or a group of employees, with either tune out the speaker or turn into a surly, antagonistic mob.   In fact, with a suspicious audience in tow, the listeners become adversarial with objectivity and respect having left the premises.

Lesson learned: as a corporate leader, come to the meeting prepared to identify the needs and wants of your audience, knowledgeable about the topic at hand, and with the skills to related to your audience.

Winter's Leadership

The silence of snow piled high in the woodlands: drifting snow creating hazards for squirrels, and salmon red surise and sunsets create  a almost indescribable landscape. Benaeath my snowshoes are the frozen lakes with languid bass and blue gills,

Leadership of two different types are necessary to servive the 6 months long winters.... the strong, adaptabile type that has a recurring vison of what the fututre brings... and begins to prepare 6 months in advance for the changes to come..... The second is the quiet, observant leader who keeps to themself... remaining below the suface..while getting stronger and surving through the life threatening chaos of an unpredicatable season...

Which leader are you  ?????( let's hear from you)>

Dr Martin Luther King Jr-a leader for us to follow

Dr. Martin Luther King Jr. is recognized as one of the true leaders of the 20th century in the USA. In the midst of the Civil Rights movement which gave voice to many leaders, how did Dr. King stand head and shoulders above others. 

Was it his speech making skills? The ability to create vivid imagery? The capacity to create a mood among 10s as well as 10 ,people -- to be one with the audience---and them with him? His mezmerizing cadence -- the capactity to speak lyrically with the music and drama of the moment.

Was it his ability to enage the haters and bigots in places like Skokie IL? Knowing that without risk there is no gain--and knowing he was protected by a Greater Power... The sheer force of his will that he superimposed on lesser beings.

Was it his unflinching vision.  Aware of what he wanted: where he was going, and aware of the ultimate price he might have to pay.

Connectedness.  The phrase " walk the walk and talk the talk".. His modeling behavior drew millions to his side.

Think about it --- Martin Luther King Junior possessed and exemplified the characteristics of what makes a successful leader... he can teach all of us many lessons.

Leadership and the Dress Code Model

The New York Times carried an interesting article " The Flip Flops In the Next Cubicle  by Matt Villano    " in the business section of the October 15,2006 edition.

Discussions relating to "dress codes" have been around for ever.Statements in employee handbooks regarding appearnce range from the generic to the specific ( no tank tops, spandex etc etc). 

Why do some firms have "issues" regarding dress codes and others do not? Ever since struggling with " short skirts and DA haircuts" as a school administrator in the 60's, I've thought about the "why".

Metal fabrication plants, IT think tanks. medical clinics,etc... these disparate groups can be included in a singular observation.   ( I know - a colleague of mine will read this and ascribe my findings to "task orientation)....dress code parameters and their implementation are established by senior leaders.  Do senior leaders dress in a manner to be modeled by employees? SOMETIMES....  Do senior leaders in those firms where there is no " dress code issue" communicate dress code parameters in an authentic, believable, and trusting way ? ALWAYS .... Don't do as I do only as I say works ONLY where there are legitimate, believable reasons for the differential.

No volumne of policies: or company meeting speeches will change dress code behavior if leadership is not believable.  Hiring people who subscribe to the principle of responsible followership is a viable starting point... hire rebels and you get rebellious behavior ( this is not the same as hiring people who think differently than the interviewer).  If you don't permit purple hair -- it is recommended the leader not have purple hair - or nose rings etc etc.

Performance Evaluations -- The biggest heartbreakers

Let's be honest .... in suryvey after survey, my training participants tell me the two human resource activities they dread are : employee terminations and performance reviews.

Employee terminations --no one is happy: a lose /lose situation. Angst is understandable.

Performance evaluations -- the "dread" is akin to " fear". A causal factor of fear is the "unknown".. Generally speaking, managers verbalize " I am afraid of the employee's reaction".  A legitimate fear. 

Why?  Many managers meet with employees, individually, ONLY during the performance review. YES! Estimated  confidential, one on one time per year spent with the employee is 15 minutes.  What type of relationship can be developed on 15 minutes per year ??

Therefore , the manager doesn't know the employee as an individual. Equally significant - unless the employee is ranked as one of the top 10% or bottom 10% in performance, the manager hasn't had a perceived need to discuss job duties, responsibilites, quantity of production, changes in technology, how the company's mission is changing etc etc. Now we have a 2nd information deficit.

Thirdly, how does the employee rate their performance. Unless the manager asks -- they don't know. 

So here comes the heartbreak - the stage is set for a mutiple train wreck.  A collision based on lack of information, interest, and relationship.  Yes, the  manager has a right to be fearful -- but this contretemp could be avoided.

Leadership in Green Bay Packer Country

Let me put myself at risk by making an unscientific observation. But first, yes a few disclaimers.  My opinions on the subject are purely anecdotal,,, and based on observation. Secondly, a relative newcomer to Wisconsin, the  observations come from an acute awareness of the seeming : "addictive" attitude of residents towards a singular Pro Football team. Third,  there may be learned scientific studies on this subject- I haven't researched the topic.

As background information, it is helpful to note that Green Bay Packer football is a 24/7, 365 day a year phenomena in Wisconsin.  The personal lives of players, their off season preparation, contributions to charity, the mowing of grass in Mississippi by Brett Favre, etc are discussed with an intensity of life and death matters.  Speculation regarding the retirement of the quarterback consumed the media for months.  Packer memorabilia and the stadium renovation ranks up there with the signing of an international peace treaty.

Thousands, and I have this on good authority, give of their annual vacations to visit Packer training camp in August.. and thus the frenzy begins. Houses and cars painted in gold and green. Going to church, synagogue, a wedding --make sure you wear your Packer hats, jerseys and jackets.

Losers for decades, the Packers won the SuperBowl within the last decade.. thus increasing the rising temperature of fandom expectations.  The past several years has seen a steady decline ( last year 4 wins and 12 losses ) with a current 0 wins and 2 losses start in 2006.

One of the leadership challenges in Packer land is motivating a large component of the workforce which has a central social life focus on the performance of their surrogate heros - the Green Bay Packers.  With each loss, the mood becomes more dour. Mondays and Tuesday's are pervasively quiet -- no one wants to discuss Sunday's performance.  By the end of the week the homegrown analysts are hoping for the best - and psychologically preparing for the worst as game day approaches.

A leadership challenge- to motivate employees when their loyalty and psychic energy is focused on an entity other than their job.  A challenge to create a positive atmosphere in the face of what is seen as a natural calamity. A challenge to focus on quality production and customer service when the mood is gray and foreboding.

In all honesty, many in leadership capacities do not have answers to these challenges.

The power of leadership suggestion

Patsi Krakoff, Psy.D recently posted " Four Ageements With Yourself". A listing and explanation of four principles for living a life of value.

Her 1st of four principles is " Be impeccable with your word".  This truly resonated with in considering a simmering level of distrust at a client. Employees didn't exhibit a " storm the Bastille - everyone to the barricades" type of behavior. On the other hand, there isn't a postitive esprit de corps ( gee- 2 French references in one paragraph).

Employee interviews indicated a climate of managers and employees alike engaging in gossiping.  Yes, there was a certain amount of mailicious gossiping, but most was petty... adolescent chattering... The gossiping took on a world of its own, a type of putdowns which were intended to create comradery. The net effect -- a sense of unease and suspicion with trust being a casualty. The firm's leaders opted in as well -- seeing this as a way to " become one of the boys". 

Secondly, work directions, instructions, and in particular " bad news or challenges for heightened production/quality etc" weere couched in phrases such as " I hate to request this", or " I'm sorry that you need to work harder", or " It's not your fault the customer requires greater perfection etc etc".  This self deprecation, utilized with the intent of relieving the pain of higher expectations, masked the true intent of the message.

Leaders were not impeccable with their words....with this transparent fabrication of communications evident to the employees. Dr. Krakoff says" Use the power of your word in the direction of truth and love"..  Excellent advice.

Oh yes,  there is good news.  The executive staff of the above referenced firm has inititated a self audit. Being impeccable with their word is a day to day goal --with accountability to each other ... and confidential discussions when these communication parameters are violated.

Trust - What is it?

According to Webster, the word TRUST is probably of Scandinavian origin and means"assured reliance on the character, ability, strength or truth of someone or something".

Interesting ---

It's a long standing axiom that truth takes time and effort to build, and can be immediately lost.  The "assured reliance" term in the definiiton is especially striking. There are no preconditions, caveats, disclaimers . The reliance is explicit, known, and specifically understood. The breadth of the reliance to include essential factors of human relations such as character, ability, strength  or truth is so encompassing as to deliver a challenge to both leaders and followers.

As "role models", leaders are expected to be trusted AND to trust others.  Trust is earned by those who follow... it is not a parliamentary right to be legislated or taken for granted by some House of Lords.  Leaders need to cultivate the two way dialogue called trust.  Trust taken for granted is fools folly. When the chips are down, deadlines are imposing, and difficult decisions are on the horizion, leaders learn if they have earned "trust" or compliance.  What have you earned? And what are you willing to sacrifice to gain the trust of all those with whom you come in contact?

Service Above Self

Being a Rotarian, the mantra - Service Above Self - rings in ones ears week in and week out.  I live in a small wisconsin town: in the heart of lakes, antique stores, and yes, tourists.

Most of the tourists are flat-landers: translated they arrive here from an even flatter part of the plains - namely Illinois.  Our 3 stoplight town with minimal parking spaces is a common getaway (although now with Walmart, Lowes, Starbucks etc. we may be losing our charm - but that's another story.

Having finished my weely visit to the post office complete with chatting with postmistress Lois regarding the weather , the Green Bay Packers, and most importantly her grand children, I sauntered down the steps to see a Cadillac Escalade parked horizontally in 3 parallel parking stalls.  The jewel laden driver was unbending herself from the drivers seat.  What to do? 

The Illinois plates were not a dead give away.... our town has hundreds of repeat visitors. Knowing that the police department is only 1/2 block away, I gingerly approached our guest... Say, I said, enjoying your stay ?  Oh sure we always do was her response. 

Well, I volunteered,  you can save yourself a 50 dollar ticket and a $150 tow charge if you park around the corner (less than 25 yards away).. Stunned and pleased ... these folks in Wisconsin really do care about their neighbors... was the facial reaction.

Why thank you sunny she said ( I'm 65 with snow white hair),... and pulled out a $100 bill...no thanks I said and began to walk away... but in the city we pay for favors like yours... Gosh I thought, a small act of kindness -- and seeing her smile -- priceless.

Let's all have a comforting weekend.

Leadership & The Absence of Doubt

I had the priviledge of being in a small group meeting conducted by the late Hubert Humphrey.  The subject matter related to what was then called the employment of the handicapped.  Being fascinated with political figures in general, and leadership attributes specifically, my thoughts turned to the question of how does a guy from Minnesota become Vice President of the United States? Smarts? Luck? Money? Charisma?

Prepared for the meeting, Hubert Humphrey dominated the meeting. Not by his position, but by the sheer force of his personality.  Positive and smiling, absolutely. Yet there was more ... a sense of confidence, and an absence of doubt.  An air of confidence that this leader knew the complexities of the issue, knew the needs of the people in attendance, and could plan, organize and implement strategies to attain the darn near impossilble.

This comes to mind as the stark contrast to a CEO who claims he is being victimized by his staff.  his staff" doesn't appreciate" how hard he works and what he has done to build the company.  One of the core issues... DOUBT. He doubts his employees, his customers, and more saliently doubts himself.  Imagine Franklin Roosevelt conveying timidity.  Or Jack Galvin giving up at Motorola. 

The fog of doubt is more than just self confidence.  It's inner strength .. which leaders convey and followers seek.