Prepare, Care, Dare

Several of the businesses that I am privileged to work with complete feedback forms following our coaching days, very similar to the Net Promoter Score (NPS) methodology.

Recently, a colleague asked for my “magic formula” for getting such consistently high ratings on these feedback forms.

I didn’t have any formula or magic to reveal, yet, upon reflection, the following three “process” components most likely led to the constructive feedback received from my promoters:

1. Prepare: in advance of every session with a client, a significant amount of review time is devoted in preparation for the discussion.  This includes studying notes from prior meetings and discussions, recent emails, Smartsheet and/or financial updates before our time together. Further, a written agenda prepared in advance of that session, ensures that the critical topics and action items are always addressed.
2. Care: the level of preparation described above is a natural by-product of caring for the customer enough to achieve the status of “Trusted Advisor.” In order to optimize successful, meaningful, and valuable long-term relationships with others (personal and professional) elements of trust, likability and genuine care must be in place.
3. Dare: this final component entails challenging clients to “Do what they say they are going to do.”  One of the primary roles of a coach or consultant is that of accountability mentor. Obtaining results requires planning and execution. Diligent, specific, and often, uncomfortable follow-up will help ensure that the critical activities that have to occur don’t get lost in the “busyness of business.“

Although I’ve approached this from the perspective of a coach or consultant, I believe that this three-step process is applicable for use in multiple scenarios, both personal and professional. Whatever situation you may be currently “managing,” perhaps “prepare, care and dare” can help get you from here to there.

 

Execution Excellence

In the press of business (and life), it is so easy to get caught up in things, to feel trapped in the “whirlwind,” and become overwhelmed by all that is going on in “your world.”

The rapid evolution of technology during our current stage of the “Information Age” makes it even more challenging to stay focused and deliver on our commitments.

Among certain individuals, there exists what I consider to be a truly exceptional trait, an oddity that, given my personal experience, exists in about 10 % of the business professionals that I have worked with and/or coached…

“doing what they say they are going to do,

and by when they say they are going to do it!”

Given this ultra-competitive world in which we live, it amazes me how often people or businesses are slow to, or in some cases don’t, follow-up on requests, obligations, vows, inquiries, etc.

Those unique people who indeed do what they say, and within the time frame that they promise, truly separate themselves from the majority who either are delinquent with, or worse yet, abandon their commitments.

Here’s a closing thought…perhaps we should consider delivering more than what we promise, faster than it is expected!

Performance Management: Ongoing Feedback vs. Reviews

In reference to a prior blog on “The Review”, this process is often challenging and ineffective in terms of generating the desired performance improvement that Managers are seeking.

The traditional performance appraisal reviews past performance, and is often an inaccurate reflection of true performance due to:

• inadequate preparation or effort,
• poor documentation or record keeping,
• any number of biases.

I believe that what really matters to is to provide your employees with input that leads to the development of their skills, which ultimately benefits them personally as well as serving the organization’s future.

There is much discussion in HR circles about eliminating the annual or semi-annual review process altogether. Such a change should foster more frequent conversations and updates about an employee’s performance, which is what most workers want.

Constant, ONGOING coaching and feedback is one of the keys toward achieving continuous employee growth and development.

I’m not saying micro-management, but rather taking the time to ensure that every employee:

• understands the clear expectations surrounding their role and responsibilities,
• knows where they stand in terms of their performance,
• and has a vision of how to grow and improve.

Performance Management: The “Review”

Years of experience in “enduring” the employee performance review process, coupled with facilitating many training sessions to client businesses on the topic, has validated one common denominator: the Managers and Employees alike involved in this ritual have a general, mutual dislike for this obligatory activity!

Performance management entails a desire to develop individuals who have the necessary competence to achieve organizational and individual objectives.

Performance reviews are one element of this development process, with the ultimate goal being for the employee to improve the quality and efficiency of their contributions to the organization.

If conducted properly, this will serve as a springboard for elevating that employee’s productivity and morale.

The frustration surrounding the review process typically arises from a combination of factors including:

• seeing the procedure as a task versus a development opportunity
• unclear expectations surrounding job responsibilities
• insincere feedback or evaluations
• poor preparation
• lack of diligence in documenting ongoing performance
• inconsistent communication
• not caring!

Give this some thought during your next round of appraisals to consider if you can possibly yield more meaningful results that will benefit both you and your team.

Opportunity Awaits – Priorities Create

Personality assessments indicate that I am a driven and targeted individual, the type of person who tends to be more “task” oriented than “people” focused.

Folks like me tend to maintain a detailed task list…some form of grass catcher document that is potentially used to control our personal and professional life.  However, a challenge arises when our overachiever mindset creates a manuscript that neither Superman nor  Tony Robbins could get accomplished!

The essential component in making this tool an effective resource is to thoroughly review, and consequently prioritize, the activities that we are focused on accomplishing.  The process I’ve used for decades is the A,B,C,1,2,3 ranking method promoted by the likes of Day Timer and Steven Covey.

This philosophy prescribes that we must focus on the most urgent, important actions that will deliver the maximum benefit to ourselves, our business, our world.

The key is to discern between what’s truly important versus the trivial, and then have the self-discipline to concentrate one’s energy on those activities that will get you somewhere.

 

 

High-Leverage Activities – Doing What Matters!

While working with my business clients, it has become evident that there is pain and frustration resulting from apparently not having enough time for getting the most important business-related activities completed.

Certainly, daily operational requirements coupled with the speed of technology can create an environment wherein we may fall into the “reactive” versus “proactive” mode.  Thus, we tend to allow that proverbial “whirlwind” of activity to take control of our how our time gets spent..

Consequently, excuses begin to enter into the picture, as we justify our lack of execution as being the bi-product of too many tasks to be completed coupled with too many interruptions.

As emphasized in my blog on the 6 P’s  (Proper Prior Planning Produces Professional Performance), it is imperative that YOU CHOOSE to control the what, when, where, and why of how you spend YOUR valuable time & energy.

Do what matters!  Resolve to perform the most important high-leverage activities that will deliver the maximum return on your effort.

Action or Anchor?

When facing challenges and adversity, my experience shows three common leadership responses:

1. Face and accept the situation head on and proactively figure out how to correct or improve it.
2. Accept it as fate and hope that it will somehow get better or resolve itself.
3. Find fault with other people or circumstances and enter into the “blame game.”

I suppose you could classify these three reactions as aggressive, passive or victim!

Genuine Leadership includes the qualities of honesty, candor and accountability.  To act any other way beyond #1 above is NOT Leadership!

As the old saying goes, you can be part of the problem or part of the solution.

Facing situations for what they are, diligently thinking and managing through the crisis, while making unemotional fact-based decisions is the most constructive strategy for moving forward.

Freedom & Empowerment – Mandela Style

Former President Bill Clinton served during Nelson Mandela’s rise to power in South Africa, and maintained a relationship and friendship with him that exceeded 20 years.

Clinton noted that Mandela taught him many lessons, including that “freedom was limited when other people are not also freed and empowered”.  This rule has an application in the business environment as well as society in general, as referenced in an earlier blog on empowerment, “95 % of the time, they’ll do right”.

All indications are that Mandela consistently led with a philosophy of love, caring and reinforcement!

What an improvement for all concerned if every leader was able to demonstrate similar  traits.

“Man”-age “Up”

One of the lessons learned early on during my career was that if you didn’t like the way you were being managed by your supervisor, do something constructive about it!

Too many employees complain about their “boss”…how they are treated, the lack of feedback or interaction, no direction, only hearing the negative, etc.  Rather than whining or complaining, or worse yet tolerating the situation in order to “collect that paycheck”, influence change.

Strong performers will complete their required duties and obligations, quickly and efficiently, and then challenge their leader for what’s next?

Instead of waiting on “the person in charge” to give you stimulating assignments, provide direction or deliver performance feedback, take the initiative to manage them by being tenacious in pursuing, and requiring, your job enlargement and enrichment.

Hold that “boss” accountable for doing their job in growing your career, both personally and professionally! That is an obligation of any leader worthy of the title.

The Talent “Four-Step”

Human capital is arguably the most important asset of any business.

By definition, Human capital (i.e. “Talent“) encompasses a company’s stock of competencies, knowledge, skills, abilities, creativity and experience, combined to ultimately accomplish the achievement of desired organizational goals and objectives.

As indicated by the diagram, an ideal Talent process flow starts with the business plan, followed by sourcing, development and then retention.

This cycle remains an ongoing progression as the business operation utilizes succession planning to realize ongoing, continuous talent development and improvement.

Upcoming blogs will delve into specifics surrounding each of the individual talent four-step components. 

Regardless, the model is fairly self-explanatory and should be implemented by everyone interested in optimizing their talent management methodology.

Consider how your current routine aligns with this approach?