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Archive for the ‘Communication’ Category

Is the Problem Identified, the Problem Solved?

Wednesday, March 24th, 2010

A year ago, Congress asked for a plan that would provide affordable broadband service to all America’s citizens. On March 16th, the Federal Communications Commission responded with a non-sequitur: a national wireless plan which is good in its way, but which largely fails to tackle the problem it was asked to solve.

from Plans for Broadband, Pipe Dream, The Economist, March 20th-26th 2010

The first step in every problem solving situation is the perverbial, “The problem identified is the problem solved” challenge. In essence, if we fail at identifying the real problem, we’re certain to fail at the problem solving side of the equation. But what happens when we identify the problem correctly, but for some reason, the solution veers off-course? The solution delivered solves a different problem - this appears to be what happen to the FCC above. And despite how brilliant the solution is, the problem to the identified problem goes unresolved.   

Has this happened to you? Unfortunately, I’m concerned that “the problem identified, isn’t the problem solved” scenario occurs more often than we might think. And this is a problem!

How can we avoid embarrassing outcomes like this?

  1. Identify the deliverables: What is the deliverable, then hold individuals and the group accountable to the desired outcome.
  2. Frequent check-ins: Surprising moments occur when leaders don’t stop by and inquire. We need to ask questions like, “Tell me, how are things going?” and “If you could give me a snapshot of your progress to date, what would it be.”
  3. Project updates: Receiving tangible updates that align with progress to date information is essential.

By the time the solution is prepared and delivered, there should never be a surprise! And if there is a surprise, the problem needs to be identified and resolved, so it doesn’t happen in the future.

Have you ever had a similar situation?  

 

Wrestling With Alligators

Tuesday, November 17th, 2009

Several years ago I sat with my son watching The Jeff Corwin Experience or The Crocodile Hunter on Animal Planet TV.  One series placed Jeff Corwin as a reality TV host on a program called, King of the Jungle.  The press release stated, “12 Men and Women with Backgrounds as Animal Experts Compete in Thrilling Challenges to Win Their Own Show on Animal Planet.”

The setting for King of the Jungle placed contestants in real life situations and were judged on their skills relating to knowledge, on-screen presence, physical ability, and their capability to work under pressure.  I happened to watch Day 7 of the show when only 6 participants remained.  One of the goals for the day - removal of a 6-foot alligator from a grassy field, and placing it in a crate for transport to a new habitat.  The second part - provide a compelling on-camera story surrounding the various aspects of the: who, what where, why and how of the situation.

As I sat watching the program, it became apparent that the participants were more adept and interested in wrestling alligators, than they were about telling the story surrounding the event.  Each participant’s dialogue was generally weak, and their ability to engage their audience in a journey of excitement and intrigue lacking.  But the anticipation of wrestling an alligator, now that was a component that seemed exhilarating to all.

If I were to look inside most organizations, their inclination is to wrestle with alligators.  When staring into the jaws of a dangerous-looking management challenge, our proclivity is to take control of the situation.  Identify the barrier, and then blast away.  All the time, leading the charge as if we were wrestling an alligator.  But as the producer of King of the Jungle pointed out, this doesn’t make for good TV (nor does it make for a viable leadership style).  The host (leader) must engage their audience through their participation and then commit to telling a compelling and memorable story.  Here are some thoughts worth consideration:

  •  Whether you’re wrestling with alligators or building a company; every great company must possess strong communication skills at each level of the organization; instilling messages that permeate the organization, and the organization ultimately permeates the message. Great communication is not just necessary; it is absolutely essential!
  • Great organizations consistently match their corporate identity with their reputation. Dissonance is not an option - for it only breeds discontent. Unity is the only option to pursue. Even when organizations experience adversity, they realize they must remain true to their convictions, by walking their talk. When this occurs, organizational performance excels. Turnover diminishes. Job satisfaction increases.
  • Within leadership circles, the term Authentic Leadership has taken root. In essence, authenticity requires a high degree of trust. With trust, people believe in you, your vision, and the course you set. They jump on board willingly, realizing the values shared create a common bond of purpose. The social capital earned will minimize the fallout if hard times come, or when significant changes are implemented. Organizations that live a life where employees are Number One, will also find a high degree of trust amongst them.

 Whether you’re a leader or an alligator wrestler, the goals should be the same.  Leaders will guide their team toward a successful outcome, and provide the dialogue from which everyone can learn from the experience.  If you are successful, maybe you too can be lead your organization as if you were “King of the Jungle.”

 Happy Alligator Hunting

Chrysler & its Silent Problems

Sunday, November 1st, 2009

Cash for Clunkers. Automotive Bailouts. Clean Car Technology Investements. Saturn Fails. Everyone knows the domestic automotive industry has been in a turmoil for many years, but I have to wonder, “Is there anyone steering the ship at GM, Toyota, & Chrysler?” I have mentioned repeatedly that GM, Toyota & Chrysler have been huge silent problem sinkholes for years. They’ve had cultures where problems were avoided and their silence embraced. This is a huge challenge in today’s marketplace.

In today’s paper I couldn’t help but read an AP article titled, “Why so quiet Chrysler execs?” Its a silent problem expose at its finest. Here are few of the excerpts.

Chrysler has been sending its dealers back to class, reminding them about the importance of courtesy and communication. Always return phone calls. Limit wait times. Open doors for customers. But the automaker isn’t following its own advice.
Dealers are left to wonder what they’ll be selling this time next year, even as they struggle to unload unpopular models from their lots.
The lack of communication is a symptom of an automaker so focused on its grand plan that it may be overlooking the basics of running the business. The lack of information is compounded by frequent shuffling of managers.
Dealers are impatient for details of Marchionne’s five-year plan - to be announced on Nove. 4. Many say calls to headquarters have gone unreturned…
The silence is a sign that Fiat was unprepared to take over Chrysler, said Aaron Bragman, an auto industry analyst  with IHS Global Insight.

This story simply reinforces what I and many already knew, “Chrysler is in Trouble!” The reason they’re in trouble is multifold, especially the lack of leadership. I however am convinced that a major source of their demise relates to the silent problems that have been allowed to fester and morph and multiply over weeks, months and decades. Silent Problems are the equivalent of the hemlock tonic being passed around and consumed in too many organizations.

The way out of the woods is dfficult. The means to staying out of the woods is to complete a Silent Problem Audit, and begin to address the silent problem issues before they turn into a Without Warning Event.

The Fog Factor

Monday, September 21st, 2009

communicationHave you ever wondered how communication impacts organizational performance?

Well if you haven’t, you should, because recent studies by Rittenhouse Rankings indicates there is a direct connection. For over 10 years, Rittenhouse has evaluated approximately 100 CEO shareholder letters of Fortune 500 companies.  And the research reveals there is a direct correlation between stock performance and communication clarity. For instance:

Companies with CEOs ranked low in candor tend to articulate less coherent strategies and therefore, undermine execution in producing desired results. Given the value-building benefits of authentic and clear CEO communication, boards of directors have a duty to select new candidates that set an example for candor throughout the corporation.  Rittenhouse Rankings President, L. J. Rittenhouse

Rittenhouse Rankings Inc. released results of its 2008 survey of CEO Candor (www.RittenhouseRankings.com) and confirmed today that only 16 percent of CEOs offered reasoned and balanced outlook disclosure in their letters to shareholders. In addition, the researchers reported that points deducted for corporate Fog, including jargon, clichés, spin and confusion, increased 17 percent from 2007. The toxic component of this Fog, a measure of highly confusing statements, increased to 80 percent of the total, up from 68 percent in 2007. L.J. Rittenhouse, President of Rittenhouse Rankings, said, “These findings reveal that CEOs are less able or willing to credibly communicate an understanding of their businesses.”  Rittenhouse Press Release

Although Rittenhouse’s research is focused on Fortune 500 companies, I believe her findings in general apply to every organization, big and small. For instance I was recently asked to write an article for another web site, I titled it, “Your Toughest Race.” In business, the toughest race too often ties back to communication.Consequently, it should be of little surprise that “communication” is one of the five areas where silent problems reside. And therefore, one of the biggest and most effective means of moving your organization forward as this economy rebounds is to work diligently on making your communication more candid and effective. This means:

  • Candid communication is better than communication that has been candied over.
  • Be clear, concise and get to the point.
  • Avoid generalizations and fog where the communication message can be easilty lost or misunderstood
  • Speak in plain English (or whatever language is communicated). Avoid jargon and other words and phrases that diminish the clarity of the message.

Clarity of communication is a leadership and management tool that must be embraced. Each of us understands this, yet I’m constantly challenged by how ineffective communication can become - even from the leader of the pack.

Bottom Line: Communication is the cornerstone of organizational performance and effectiveness. If your organization is a little weak on the performance scale, communication is always a good place to start your undercover work.

Disguised as Unimportant

Sunday, July 26th, 2009

This morning I picked up a piece of mail that arrived in my mailbox yesterday. It looked like (plain envelope with a simple return address) and felt like a piece of junk mail. You know the type where amazing offers are delivered like a new credit card or high speed internet service. As I was cleaning off the table I picked it up and at the last second decided to open it. Okay, there wasn’t much news worth reading in the Sunday paper this morning. As I opened it, I was surprised to see a pair of baseball tickets for a St Louis Cardinals game my son and I have scheduled to see at the end of August. I know I was warned in the ordering process that the tickets would be mailed in a plain envelope, yet that isn’t the point. The point is, over time were conditioned to pick out  stuff that is unimportant and discard it accordingly. And my baseball tickets were halfway to the garbage can before I realized their importance.

Why is this story relevant?

In my book Without Warning, I present that communication is one area where silent problems commonly reside. And one of the reasons communication is such a challenge is because each of our employees are conditioned to discard the junk mail (i.e. messages) coming their way. Today, we have more communication tools at our disposal, yet communication effectiveness continues to decline. Part of the reason being, we have too much noise in our lives and in our workplace. And the way we overcome this is to filter out the junk mail, which from time to time means we discard important stuff without opening it.

Bottom Line: Beware, just because we sent it, spoke it or communicated it, doesn’t mean it was heard. Find methods to bring your communication effectiveness up a notch. And remember, repetition is still an important tool in the communication toolbox.

Be the one to see it coming!

The first leadership book to point out the problem, then hand-deliver the solution.

Without Warning - Rondey Johnson

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