Trust the Process

This week I had the opportunity to facilitate the first of two planning sessions for a client. Diverse individuals came together to discuss where they were going as an organization. The conversation was rich and resulted in a clear direction. Guided by their values, vision and mission, it was amazing to observe the process.

One of the things I have learned in my over 20 years of coaching and consulting, is to trust the process. This intention will make the difference between a successful and unsuccessful outcome(s). The following suggestions will also help:

1. Set an intention to trust the process.

2. See yourself in partnership with the client. The process is a collaboration.

3. Establish operating principles for the group process. I utilize four adapted from the book The Fourfold Way by Angeles Arrien. They are show up, speak the truth, listen to what has heart and meaning and be open to outcome.

4. Determine what pre-work, if any needs, to be completed prior to the session. This optimizes the time spent with the group.

5. Complete each session with a temperature check (how do you feel about the process) and one take-away.

6. As the facilitator, keep the ego and any personal agendas out of the process.

Trust the process may be a cliche. However when it comes to working with groups, it is critical to a successful outcome. How well do you trust the process in your organization?

The Value of 360 Feedback

Assessment is a critical piece to beginning an executive coaching assignment. One form of assessment is a 360 feedback instrument that gathers data from boss, peers, direct reports and self. The data is compiled into a report and presented to the individual being coached. I have been using a 360 feedback tool for over 15 years.

There has been much written about the value of this instrument. I believe this tool provides great value if positioned well. It is instrumental in helping the executive grow and develop as a leader. Let me offer some suggestions when utilizing this tool:

1. Clearly explain the purpose of the 360 feedback tool.
2. Educate the appropriate parties on the benefit of the instrument.
3. Stress the importance of the feedback for continued growth and development.
4. Provide a sample report.
5. Provide a sample letter that can be sent to all respondents explaining the purpose and the value to the individual.
6. Stress the confidentiality of individual responses (with the exception of boss).
7. Allow a minimum of 60 minutes (usually 90) to review the results with the coachee.
8. Ask open-ended questions to allow her/him to interpret the results.
9. Provide additional feedback, when necessary.
10. Use the information to determine additional goals to be addressed through the coaching process.

As for sharing the results with the coachee's supervisor, I believe it is really the responsibility of the individual, not the coach, to provide the information. However, the coach may be present to support the individual in sharing the results.

At times, we all need feedback. The 360 feedback instrument is one way to provide that feedback, particularly in a coaching situation.

How has a 360 feedback tool been utilized in your organization?

Designing a Dispute Resolution System

According to the Mediation Training Institute (MTI), exit interviews revealed that chronic, unresolved conflict is a decisive factor in 50% of all employee departures. Additionally, a study of practicing managers showed that 42% of their time was spent reaching agreement with others when conflict occurred (Watson and Hoffman). These two statistics alone reveal the cost of conflict to organizations in loss of personnel, productivity, and overall effectiveness.

How do organizations begin to address these costs? The answer can be found in designing a dispute resolution system. A well-designed system prevents, identifies and resolves conflict. It is comprehensive and provides earlier resolution of issues. It provides employees with multiple options and access points for conflict resolution.

There are seven steps to the design process as outlined by Mares-Dixon & Associates as follows:

Step I: Provide a proposal that defines the scope of work.
Step II: Form the design team and develop the plan.
Step III: Conduct a situational analysis and develop a diagnosis.
Step IV: Redesign an existing system or design a new system.
Step V: Develop support for the new system.
Step VI: Implement the new system.
Step VII: Operate and Evaluate the new system.

Although designing a dispute resolution system requires a commitment of time, energy and money it is well worth the long term benefits. The system empowers employees to resolve conflict on their own, and provides additional support and alternatives when they cannot.

Dr. Tony Picchioni, the Director of the Dispute Resolution Program at SMU once said, "Peace is not the absence of conflict. It is managed conflict. How well is your organization managing its conflict right now?

What Do You Value???

This week I had the opportunity to work with a client on developing the organizational values. It was an amazing experience to facilitate and watch a diverse group of individuals come together, and in a very short time identify and define their top values.

In the book by James Collins and Jerry I. Porras, Built to Last; Successful Habits of Visionary Companies , the authors stress the importance of developing three to six core values. Core values are defined as "the organization's essential and enduring tenets-a small set of general guiding principles; not to be confused with specific cultural or operating practices; not to be compromised for financial gain or short-term expediency (Collins and Porras)".

Research has revealed when a congruence exists between individual and organizational values there is a significant payoff for leaders as follows (Kouzes and Posner):
-Their revenue grew more than four times faster.
-Their rate of job creation was seven times higher.
-Their stock prices grew twelve times faster
-Their profit performance was 750% higher.

It is evident that clearly articulating values is critical to an organization's success. However, there is more to identifying and defining values. The organization must also communicate and live those values on a consistent and ongoing basis. Ultimately, every decision is measured against those very values.

In closing, Visionary Company's do not ask, "What should we value?" But instead, "What do we actually value deep down to our toes (Collins and Porras)?"

What does your organization value deep down to its toes?

Quote for the Day

Occassionally a powerful quote can say more than a well written blog. There is a quote by Benjamin Disraeli that reminds me to be vigilant in my thinking as follows:

"Nurture your mind with great thoughts, for you will never go higher than you think."

What thoughts are preventing you from developing your full potential?

Leadership and Planning

In the early months of a new year, new resolutions, intentions and plans are initiated. For many individuals and organizations a new year represents a time of renewed hope. As I think about organizations this time of year, I wonder how many well prepared plans are implemented? Or, how many plans sit on the shelf until the next planning process?

During a recent conversation with a CEO, he told me that as long as the vision and mission are clearly articulated and everyone is on board, he has no real need for a formal strategic planning process. There are pros and cons to both sides of the planning debate.

There are however, visionary companies that have habits or practices that prosper them over long periods of time even with the many changes in their business life cycle. Companies such as 3M, American Express, General Electric and others create a core ideology while balancing that with an envisioned future. According to the research done by James C. Collins and Jerry I. Porras in Built to Last, the following process leads to long term success:

• Have a clearly defined set of core values. Core values are the organizations's essential and enduring tenets (Collins and Porras, 73) They suggest only three to five values.
• Have a clearly articulated purpose. This is the fundamental reason for a company's existence beyond just making money (76).
• Create BHAGs (big hairy audacious goals) as a way to stimulate progress. As Collins and Porras point out, a BHAG engages people. It reaches out and grabs them in the gut. It is tangible, energizing and highly focused. People "get it" right away and it takes little or no explanation (94). It is a clear and compelling goal that is understood by those internal to the organization.
• Create vivid descriptions of the BHAGs. This will allow the individuals within the organization to clearly visualize the end result.

Both authors emphasize the importance of maintaing the core ideology while striving for progress. Although there are many ways to maintain and sustain long term success, as a leader you must decide what is best for your organization.

Dynamic Dialogue

One of my favorite tools is "Dynamic Dialogue". It is an excellent decision making and problem solving process that can be utilized with individuals and teams. With the Dynamic Dialogue, model, multiple aspects of an issue are examined. At the heart of its success is clear definition of the problem or situation to be resolved.

A manufacturing client of mine had been struggling for five years as to whether or not to add a third shift. After spending an afternoon working through the model, the leadership team was able to make a decision.

An overview of the Dynamic Dialogue process is as follows:

1. Clearly describe the situation.
2. Feelings: How do you feel? Feelings often drive us whether we are consciously aware of them or not. It is important to allow expression of the feelings connected to the given situation or problem.
3. Facts/Data: What happened? These are the concrete, objective facts of the situation, and include the history, concrete experiences, and past actions.
4. Thoughts: What do you think it means? These include our conclusions, opinions, beliefs, assumptions, interpretations, explanations and theories. There are times when people turn their thoughts into the facts.For example,I was working with leaders across an organization. One individual was describing an employee as "lazy" and considered that a fact.When I asked the question what made you think that the employee was lazy, she then began to describe the facts. Lazy was her conclusion about the employee.
5. Goals: What do you want to have happen? These are intentions, values, dreams, desires, and ideals. In most cases there are always common goals to be found.
6. Ways/Means: How are you going to do it? This includes plans, actions, methods, tools, strategies, resources and timelines.
   

A team can choose to begin anywhere in the process. It is not necessary to dialogue in a certain order. Dynamic Dialogue is one more tool for leaders throughout organizations. How will Dynamic Dialogue help your organization?