leadership dot #2196: tower

When people leave an organization those left behind bear the burden of the departure, but except in rare instances, the organization carries on despite the vacancies. I liken this to a Jenga tower.

Even with pieces (people) missing, the essence of the structure remains. The tower is resilient and can handle a few holes, but when this occurs all actions require significantly more time and effort to be executed. The more pieces missing, the higher the stress level.

Some pieces can be removed without impact, but others are key pieces that create great instability for what remains. Neither Jenga or an organization has unlimited capacity to absorb departures, and at a given point, the tower will fall. It’s much easier in the game than in reality to pick up the pieces and rebuild, but some organizational leaders act as if there is no distinction.

If you have staff vacancies, Jenga can be a useful analogy to help the continuing staff to put the departures into perspective. With a piece or two missing, the situation isn’t as dire as it may first seem. But Jenga can also help you as a leader to remember that the overall situation becomes more precarious with each piece that is removed.

 

leadership dot #2195: braving

I am working on a major project with a colleague and we divided up the tasks equitably. Some tasks he is doing 100% and I am taking on other tasks, but we were both comfortable with the contribution of each other.

External events recently caused some circumstances to change, but we plodded on with the same workload distribution. Ironically, both of us recognized the need to realign some responsibilities but were hesitant to broach the subject: one for fear of being seen as doing too little and the other for fear of being seen as taking over or taking on too much. Once the topic was raised, we were able to quickly, amicably and appropriately shift who was doing what. It will make for a better project in the end and go a long way toward saving our sanity on the road to get there.

We often make asking for help harder than it should be. We internalize it as a sign of weakness when instead it is a sign of strength. It reminded me of the BRAVING acronym promoted by Brene Brown as a litmus test to define and develop trust-filled relationships. The “N” stands for NonJudgment: “I can ask for what I need, and you can ask for what you need. We can talk about how we feel without judgment.”  I was grateful that I could have such a conversation focused on solutions instead of drama or guilt.

The next time your circumstances change and you need to adjust your responsibilities, I hope you find yourself in a partnership where a foundation of BRAVING has been established. Start today to cultivate it in all your relationships that matter.

leadership dot #2194: next

One of the key functions of a successful person is their ability to manage the day-to-day while simultaneously thinking about tomorrow. It’s harder than it seems. There are so many demands on time at the moment that we often become engrossed in it and forget about what comes next.

For example:

>Entrepreneurs need to be thinking about who their next client is even when they are busy working for their current customer.

>Project managers need to plan ahead as to what supplies they will need before they go to reach for them.

>Supervisors must be developing strategy and acquiring resources long before their staff will need to implement the plans.

Consider the techniques that you can use to help yourself think longer term in the midst of short-term busyness. Maybe it’s a desk calendar that displays the following month or a multi-month calendar on your wall. Perhaps it is a Gantt chart or software display of future deadlines. It could be a journal that allows for dreaming, or a weekly planning meeting that shifts the focus to the coming weeks instead of today.

No matter your method, you need to follow the mantra of the West Wing’s President Jed Bartlet and ask yourself “what’s next?” – not just about what is in the next moment, but for the long-term moments after that. If you’re the leader (of yourself or your organization), your job description is the only one that includes thinking about tomorrow.

leadership dot #2193: a toast

In a college bookstore, they had a shelf of mugs emblazoned with the school name and “Mom” or “Dad” or “Grandparent.” I’ll bet they have been selling this same style of mugs since the ivy first started growing on the side of the building.

Mom/Dad/Grandparent mugs are vestiges of a traditional school environment that is disappearing. Where are the mugs that say: Daughter, Step-Mom, Aunt or Husband in recognition of the non-traditional family and growing adult/graduate enrollment? Why isn’t the school courting Sister or Brother as a way to fuel their pipeline for future student populations? What about the mugs that use colloquial references to parents: Pops, Gramps, Nana or Momma? Or in languages that represent a large portion of their student body: Padre, Madre, Mare, Papi, Maman, Baba?

Today as we celebrate Father’s Day, think of all the dads who should be recognized, and also the other members of the family who support you. There may not be a mug for Step-Dad or Uncle, but for many people, those relationships have been invaluable. Raise whatever glass you have in a toast to them.

 

leadership dot #2192: schedule

I have a friend who just had surgery and was told to make follow up appointments ten days and four weeks after coming home from the hospital. When she called to make those appointments, she was told there were no openings for six weeks.

After a series of frustrating phone calls, she reached the doctor’s nurse, who, of course, got her scheduled.

When services you provide are designed to be used as a series, why not package them that way? When someone makes an appointment for this surgery, at that time schedule the two follow up visits. When you buy a new set of tires, at that time schedule the re-torquing that is necessary after 100 miles. When you book a photography session, at that time book the session to review your proofs.

We all spend too much of our time doing follow up: resending the emails that are not answered, chasing down the forms that are not submitted, waiting for the calls that go unreturned. Don’t add scheduling to the list. When you know there will be a part 2 or part 3, treat it all as one action to add to your calendar.

leadership dot #2191: embrace

As tempting as public water fountains are, many cities have long restricted people from playing in therm. After decades of fighting against the natural tendency to play in the water, cities are now encouraging it by building splash pads in parks and recreation areas. Splash pads allow children (of all ages) to gravitate toward the jets of water and play in the shooting fountains.

In a similar vein, athletic teams once attempted to restrict fans from sharing video clips or posting images to social media accounts, but now the NBA is cultivating this type of engagement. Basketball’s chief marketing officer sees social media as an opportunity and she has worked to engage people on all social channels. In addition to happy fans, the NBA has seen a rise in viewership, sponsorship and has 60+ million followers on Facebook/Twitter.

For decades, live concert performances prohibited cameras or any type of recordings, but with the proliferation of cameras on phones, some entertainers have decided to embrace the access instead of trying to restrict it. Many concerts now feature hashtags and posed photographic moments as bands encourage sharing.

Think of the behaviors that are happening in your organization that are causing you to fight a losing battle – something that is difficult to enforce and costs you good will in the process. Maybe it is prohibiting dogs on trails in your city, banning betting on sports or restricting outside food from your venue. What would be the effect if you made a splash and embraced the behavior instead?

Source for NBA information:  Most Creative People: Pam El, for scoring with NBA fans, Fast Company, Summer 2018, p. 26.

leadership dot #2190: adrift

The movie Adrift recounts the tale of Tami Oldham and Richard Sharp’s journey sailing across the Pacific from Tahiti en route to San Diego. When the pair encounters Hurricane Raymond and the boat suffers serious damage, they find themselves in the middle of the ocean without communication or full sails.

At this point, Tami makes the decision to aim for Hawaii instead of San Diego. The islands are an additional 600 miles away, but the wind and currents are pulling in this direction and she believes it will aid in her travels. She alters the boat’s course and was rescued after 41 days with Hawaii in sight.

In your organization, I wonder how many decisions are made without taking the winds or current into account. People continue to forge on, doing what is in the plan or what seems like the shortest path without ever considering that a change in direction may be the best option in the end. The best route isn’t always the most obvious one.

Don’t wait for a hurricane to reassess your path.

leadership dot #2189: sign

I’ve been enduring road construction near my home and each week brings a new traffic pattern or set of conditions. There are so many changes that the contractor has resorted to covering up signs with duct tape or ignoring the signage all together.

This one appropriately describes the situation – there may be work or it may be closed – it just depends.

I wonder if organizational employees sometimes feel like this is the mantra of their management. Something is going on, but no one is sure what that is. Leaders send mixed signals or unclear messages which, in many cases, is worse than not communicating at all.

Messages that fluctuate depending on which way the (leadership) wind is blowing cause more confusion than necessary. Help your employees know which road to take by providing accurate and timely information instead of leaving them to guess.

 

leadership dot #2188: return

At the risk of TMI, let’s leave it that my puppy is having some issues with her stool and the veterinarian recommended that I switch food. I have on hand a new 40# bag of food, auto-shipped from Chewy.com that I figured I was stuck with, but when I was on the website ordering new food, I noticed a “Returns” tab, so I gave them a call.

In less than two minutes (literally), I had received a $50 refund for my food and told to donate the unopened bag to the Humane Society on Chewy’s behalf. Before I hung up, I had an email with the credit and another canceling my auto-ship. No questions asked, no hassle, just “have a great day.” Wow.

Chewy’s refund policy says: “We want you to be delighted, enchanted, blown away, jubilant, thrilled, ecstatic, tickled pink, euphoric, overjoyed, pleasantly surprised, elated, flying high, excited, and definitely over the moon about your experience with us. Our policy is simple: If you’re not 100% totally, completely, and unconditionally satisfied for any reason whatsoever, return it! We’ll give you a complete refund. Oh ya, we’ll also pay for the return shipping.”

 Why does working with a company that delivers such stellar service have to be the exception rather than the norm? In the dog eat dog world of retail sales, Chewy has found a way to distinguish themselves as Best in Show. Take a lesson from them on how to truly treat your customers so that, like me, they’ll be wagging their tail with happiness over the ease of their transactions.

leadership dot #2187: noticed

I handled the logistics for a recent event, and at the end of the day, the organizer asked the participants if there was anything else they needed for the next day’s gathering. “I’d love some Mountain Dew!” one attendee said – a nod to the early hour at which her travel began.

So, of course, the next day there was Mountain Dew. No big deal.

Only it was. The presence of the beverage was reflected in the event evaluation – but not by the participant who requested it. Another attendee wrote: “I noticed the Mountain Dew,” read the evaluation. “You kept your promises.”

It reminded me of my time on campus when we conducted a student opinion survey. Among the multitude of suggestions, one was to put a pencil sharpener in the main classroom building. We did so almost immediately. The presence of that $10 item garnered us more goodwill than some of the more expensive solutions because it happened right away and showed that we really were listening.

Responsive actions may seem little to you, but they are anything but in the lives of others.