My Sports Bet

I’m a baseball fan – a Dodger fan to be specific, and I typically don’t pay much attention to other sporting events or teams.   But, I’m betting on UCLA football this year.  Why?  Because I heard about Jim Mora’s efforts to build his team during pre-season camp.  Beyond the drills and the practice, coach Mora instilled another principal about building a team – getting to know each other off the field.  I respect this, because I also understand the importance of building relationships – it’s what I see as the change agent in a business’ success.  

 

Coach Mora did this by discouraging the use of cell phones during the two week training camp in San Bernadino.  Some assistant coaches took it a step further, actually confiscating the phones of some players.  The message was clear – if you want to work well as a team, you need to bond.  You need to be on the same page.  You need to get away from connecting with people via text and Facebook, and start building relations with those who are on your team- literally and figuratively.  Likewise, true in business.    

Spending time together, making eye contact, listening to each other's stories.  These are the things that will help a team learn about each other.  And as they do, players (just as co-workers) will begin to anticipate each other’s responses and reactions.  Their intuitions will develop, as will their capacity to understand each other.  I expect they will become more comfortable at being direct and honest, and likewise, more capable of showing compassion to their fellow teammates.  By developing their connections off the field, the Bruins are insuring their success on the field. 

The message is simple:  Teams need to work together, to support one another, and to be aligned in their goals and their methodologies.  A lesson that rings true both on the field, and in the office.

Are Metrics Killing Morale?

Metrics.  They’re everywhere.  They’re ubiquitous and overused.  And they’re killing us in the workplace. 

Before entering into private practice, I worked for a non-profit organization that decided to begin a new reporting protocol to track the services used by our client population.  That might sound reasonable, except that a similar program was already in place, and the original reports were not being replaced by this new, more time-consuming one.   Further, there was no clear purpose or benefit for the added information.  Our already over-worked team was shaken at the idea of being asked to duplicate their time-consuming paperwork. 

My husband, an IT professional, has experienced different challenges with metrics.  He has been asked to track and report on the usage of each piece of equipment (information that he notes has never led to change) and each client interaction.  The latter with the unfortunate focus (and reward) being on the number of clients served.  This client-service tracking led some techs to reduce their customer service or take costly short-cuts.  In this case, the metrics incentivized poor service.   

And while working with clients, I have learned of similar challenges and frustrations that were tied to seemingly irrelevant record keeping and tracking.  Some of these situations were at the core of staff member conflicts, taking the form of insubordination, or inter-team conflicts.   

Looking at the above situations, the use of metrics brought about an increase in workplace tensions and conflict, a lowering of productivity and morale, and a reduction in customer service and satisfaction.   How did this happen?  Aren’t metrics supposed to help us improve processes, customer service, and profitability?   As I see it, yes and no.  

Yes, they can (potentially) help us improve these things, but no, they aren’t always the right answer for accomplishing the goal.   

Here’s the limitation - Metrics cannot take the place of good management, careful oversight, or involved, committed employees.  They cannot make necessary inferences and watch for confirmation of the results.  These qualities are why we prefer a person for customer service over an automated system.  And these human elements are at the core of eliminating theft, building productivity, and enhancing customer interaction.  Humans have the ability to ask a question, seek more information when needed, interpret, intuit, and comprehend.  Data limits this – and us.   

If we really want to bring about important change, or track concerns or issues in the workforce, we need to communicate this to our managers and employees.  We must enlist their intelligence, creativity and support in accomplishing the goals intended.  We need to engage them in planning, and conversely, we need to listen to their needs.  To accomplish our goals and build a strong team, we need to bring about change in a cohesive way; One that allows for unguarded information sharing, open communication and reciprocal trust.  Only then can we begin to work collectively to reaching our goals – and only then will the goals actually matter.

What Matters Most (to me)?

I have a novel approach to the New Year’s Resolution and it’s my own goal for 2014.  Forget the typical resolutions.  My plan?  To do less, to take on less, and with that goal - to be more present.

It sounds easy, but I think this will be one of my hardest resolutions yet.  It starts by taking stock of what I am doing.  Here’s what I know:  I am busy – to a near chaotic level – most of the time.  I don’t even know what’s taking up my time.  Is it purposeful?  Is it necessary? 
And I see it all around me.  We are better connected worldwide, and yet less connected to those we see face to face: our neighbors, co-workers, and friends.  We can shop online at any time day or night (saving us time, right?) but are too busy to get together with those we care about. 

In my own life I recognize other elements.  I don’t sleep enough.  I feel compromised in spending time with my husband and children.  And yet I still feel pushed to do more. 

Perhaps you are experiencing the same pressures on your time, and feeling the same need to evaluate.

Here’s my plan (at least the start of it). 

1.      Take stock of what I’m doing now.  I’m going to take one week (nights and weekends included) to pay attention to the details of how I spend my time.  I will jot down notes throughout each day of what I am doing with my time.  I will likewise make a list of those less frequent but often time-consuming activities like managing my QuickBooks.

2.      Charting and categorizing.  Next I’m going to set aside a day to pour over those notes.  I’m going to create categories to identify how my time is spent, and how much time is spent on each activity.  I will also jot down the purpose (short or long term) for engaging in each behavior, and its potential value to me or others. 

3.      Analyze the results.  Now seeing where and how my time is spent, where do changes need to be made?  Am I spending too much time on a particular business activity?  Do I have a good balance between personal time and business time?  Am I operating on each during the right hours of the day?  Are my activities necessary and purposeful?  Am I wasting time online?  So many questions that I cannot answer until I survey my time.

4.      Identify what I want.  Once I know what I am doing, it’s easier to evaluate what I’d like to be doing (with a realistic sense of how I currently spend my time).  How much time do I want to spend on business activities?  Do I want to devote nights and weekends exclusively to family?  How often do I want to go to the gym?  What does my preferred week (hour by hour) really look like?

5.      Create a new plan (I hope this part will be fun). Once I identify what I am doing, and what I’d like to be doing, I hope to be able to create a schedule that works for me.  Perhaps this will be liberating as I realize that I don’t have time to participate in that discussion group I felt pressured to join, or to attend that function clear across town.  It may also mean committing to an undisturbed four hours of prep time for a program that I typically spend six hours preparing.  As I become aware of how my time is spent, compared to how I’d like to spend it, I can make those tough decisions without feeling compromised.

6.      Making it work.  In creating a new plan, I also need to find a way to make it workable.  I’ll look to see what activities can be delegated to others.  Perhaps a subordinate can do the research; another parent can maintain the volunteer list; my husband can do the grocery shopping.  Other items may need to be released.  Maybe I need to limit my time connecting with friends/colleagues on social media, give up writing a fresh article for each newsletter I write, or stop using QuickBooks to account for every dollar I spend.

7.      Making peace with my choices.  As I choose what to change, delegate or let go of, I am sure to experience feelings of sadness or frustration.  Change is hard.  But I must also take stock of what I will be getting in exchange for these sacrifices:  A better work/life balance; a clearer sense of my own purposeful activity; more time with my husband and children. 

I have a hunch that as I manage my way through these 7 steps, I will start to feel more in control of my time and happier with my daily activities.  Whether you need to make changes personally, professionally, or (like me) across the board, choosing to do less may be the best choice you can make.

State of the...Company

Every January our Commander in Chief presents a State of the Union or Inaugural Address.  Setting your own political ideologies aside, business leaders should take note of the address and the purpose behind it.  This address is a leadership strategy – one that can be implemented within any company, team, or organization.   The Inaugural Address or State of the Union inspires, explains, motivates, and builds enthusiasm for what is both desired and possible. 

Translate that to a business model, and you are offering your staff a glimpse into your views on the recent past and your goals for the coming year.  You are building a sense of unity, a feeling of pride, and a desire to give the best of oneself in those who hear your own address.  Do you acknowledge the hard times?  Yes.  Will you sometimes have to acknowledge that there may be more hard times to come?  Yes.  But you also have this forum to explain what you can/will do to lessen the impact of these hard times and to plant seeds of hope for the positive changes that are on the way.

The “State of the Company” address may be the one time each year you address your staff or team in this manner, so make it count.  Be sure to include:

1.     Gratitude for their commitment to your company, team, or organization.
2.     Recognition for their hard work and effort to reach goals.
3.     Awareness of any difficulties of the past year (or more if this is your first such address).
4.     Appreciation for the success and accomplishments of the past year (or longer).
5.     Goals and/or changes to come in the year ahead.
6.     An acknowledgement of what it will take to reach those goals (of them and you).
7.     A request for their commitment to making those goals or changes happen.
8.     Repeat of Gratitude – this time with a focus on moving forward.

Strong leadership requires communication, inspiration, a vision for the future, and a building of trust – both up the corporate ladder and down.  As you craft and deliver your “State of the Company” keep these ideals in mind.

If we can be of help in addressing these and other leadership challenges, through executive coaching, training, or other services, please contact us.