Showing posts with label honesty. Show all posts
Showing posts with label honesty. Show all posts

Thursday, July 29, 2010

Leading Change

"It is not the critic who counts: not the man who points out how the strong man stumbles or where the doer of deeds could have done better.

The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood, who strives valiantly, who errs and comes up short again and again, because there is no effort without error or shortcoming, but who knows the great enthusiasms, the great devotions, who spends himself for a worthy cause; who, at the best, knows, in the end, the triumph of high achievement, and who, at the worst, if he fails, at least he fails while daring greatly, so that his place shall never be with those cold and timid souls who knew neither victory nor defeat."

— Theodore Roosevelt, "Citizenship in a Republic," Paris, April 23, 1910

A truly authentic leader is going to stir things up by waving a flag in the face of mediocrity. She is not going to protect the status quo - that's the definition of a manager. He is going to be a catalyst that spurs people to action around a central vision - not just maintenance of a dusty concept. He will help his people proudly answer "why" they work and "why" their work matters. She will continuously plant the flag a little further along the trail than the day before...


Monday, June 14, 2010

5 Quick Ways to Ruin
the Learning Experience

I confess. I'm feeling a little snarky today.

I was reading an article about one organization's challenges and thought I would lay them out as "what not to do" guide. Evidently, this company had not analyzed its behavior to see what you and I might clearly see, patterns of behavior that belong on the "don't" list...

  1. Close Your Eyes! Facts can be ugly things. Hide from the research and unvarnished truth by taking comfort in the kind of pseudo-truthiness found in internal research and staged interviews.

  2. Fudge a Little! Transparency is for losers. Let your marketing team ignore the facts as they create materials. Why not invite your legal team to lead the organization?

  3. Obfuscate! Confuse your customers by creating a social media forum that has no relationship to the real service experience. Better yet, invite feedback and then hide any unpleasant opinions. Don’t forget to kill the messenger with a dull user survey.

  4. Waffle! Why take a stand? Commit minimal resources to any new service, process or loyalty program, only to drop it months later as you accuse some manager of random incompetence.

  5. Duck and Cover! Pull a “turtle” when challenges seem too difficult. Simply go back to doing things the way they have always been done. It feels so much safer to hide behind statistics.
Hopefully you won't run into this group. They seem programmed to demoralize their employees while they bumble up the customer experience!