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Impact Elements Discussion 46

July 6, 2013 Headline News, Leadership 1 Comment Email Email

egtmedia59Good day and welcome back to Impact: Elements. We continue with our discussions this week with a look at our Top Ten.

There is much that we cover in Impact: Elements, much that we have discussed over the past year in these columns. We believe that all of the topics that we have presented are important and the concepts beneficial. Many of the thoughts that we have shared we hope that you have put into practice. But yet there are many we expect that you have not adopted in your organization or embraced in your way of thinking. And if that is indeed the case this week I’m going to suggest ten that I really hope you will. Our Top Ten:

Truth

Trust

The Values Are Not What You SaySuccess Compass English JPEG

Values + Behaviors = Culture

Selection

Heart

Authority

The Art of War

Profit Does Not Equal Success

The Primary Function

 

Truth.  “For the great enemy of truth is very often not the lie—deliberate, contrived and dishonest—but the myth—persistent, persuasive and unrealistic.  Too often we hold fast to the clichés of our forebears.  We subject all facts to a prefabricated set of interpretations.  We enjoy the comfort of opinion without the discomfort of thought.” By definition truth is conformity to fact or actuality. We suggest that many of us often think of truth as black or white. We want to think of things in a yes or no way. Many times, however, truth is clouded by perception. The occasions where individuals “enjoy the comfort of opinion without the discomfort of thought”, where myths, gossip and part truths are accepted as fact are the occasions where the truth becomes lost in the gray area.

If we have accomplished anything these past months one is we hope that we have helped you to “Open Your Minds”. We hope to have helped you open them in many ways but surely hope that we have helped you open them in a way that you no longer “hold fast to the clichés of our forebears”, in a way that you and those that you lead are prepared to accept the discomfort of thought and avoid the comfort of opinion.

Trust. Trust is not being afraid even if you are vulnerable.  Decisions that create impact, that yield benefit require risk, vulnerability. Generally, the greater the potential benefit, the greater the risk. Trust is not being afraid even if you are vulnerable.  Trust in your peers, your colleagues, your associates enable you to accept that risk, that vulnerability without fear.

Many weeks ago we asked you to identify your core values and to define what those values meant to you. We offered many thoughts and shared the thoughts of others at that time. I hope that Trust specifically was included in the values that you embraced and that it has and is becoming more than a nice word on a poster on a wall somewhere. In the ever-changing world in which we live and do business innovation is an absolute must or you will be left behind. Innovation requires risk and where there is no trust risk will not be assumed.

The Values Are Not What You Say, They Are What You Do. “Above all, words alone are not enough. The United States is a peaceful nation. And where our strength and determination are clear, our words need merely to convey conviction, not belligerence. If we are strong, our strength will speak for itself. If we are weak, words will be of no help.”

Identifying and defining your core values was the beginning, a very necessary beginning. But you cannot stop there, the values need to be more than words on paper. To be your true values they must be reflected in the behaviors of all within the organization and that has to start with the behaviors of leadership.

Values Plus Behaviors Equal Culture. Organizational culture results from the blending of the values that exist in an organization and the way that those values are displayed by the behaviors of the members of the organization. Cultures exist in every organization, often times they are just allowed to happen, to develop.  But cultures can be influenced, their development can be given direction.

Your corporate culture is the one thing that the competition cannot duplicate. There are many organizational cultures that exist where the members will not “climb the ladder” simply because that’s not the way that things are done around there. If you haven’t, please do take appropriate and immediate steps to influence your culture to better enable those that you are privileged to lead to “climb the ladder” in search of the fruits at the other end. 

Selection. “When selecting individuals to join this community, or entrusting them with the responsibilities of leadership, we must value:

Integrity above motivation,

Motivation above capacity,

Capacity above wisdom,

Wisdom above experience,

Experience above knowledge,

Knowledge above training,

What must be known and considered is not a list of claimed positions or achievements, but the qualities and characteristics of a person”.

Source Unknown

The selection decision is amongst the most important of decisions that a leader is tasked with. We are talking about the selection of members that are asked to join the community and the selection decision of members that might be asked to leave the community. When making these decisions we hope that they are made with integrity at the top of the list of the most valued traits and characteristics.

Heart. The Human Element is composed of three factors-Knowledge, Form and Heart. Knowledge can be acquired. Form can be taught. Heart has to come from within.

Heart is what might be called emotion, enthusiasm or even passion.  When dealing with customers do the people of your organization do their very best to make the customer feel they are doing business with a special organization and being served by special people?  Do they serve the customers with emotion, with enthusiasm, with a passion to supply the very best possible service?

A challenge that leaders and organizations face is to offer the best possible customer experience by filling the quality triangle through the enthusiastic and the passionate efforts of the people of the organization.

Knowledge is important and form says a lot about professionalism. But true service comes from the heart. Nothing can do more to provide a wonderful customer experience than service from the heart.

Authority. Leadership requires authority. Authority is the ability to make other people do what you want them to do, and is basically of two kinds, power and influence.

People in leadership positions fall back on power when they lack the influence to persuade people to follow them.  This is the weakest form of persuasion. Power is derived from physical strength, the law, economic resources and hierarchical position. Its strength lies in the ability to compel people to do what they may not wish to do, because of a coercive condition-the ability to injure, to damage the follower economically, to withhold favor, or to restrain the freedom of the follower.

Influence power on the other hand, is the ability to bring people to conclude that they want to follow the leader. It may be derived from knowledge, reputation or prior relationships. The influence position of personal relationship is simply this: People who feel a bond toward the would-be leader will be inclined to follow, in support of continuing the bond. Where knowledge, reputation and relationship are all present in the leader, then that individual can harness the followers’ capabilities, excitement and energy, which are likely to be given freely.

Leaders with integrity exercise their position of authority with care and restraint. Wise and effective leaders rely on the authority of influence, which emerges from relationships built on trust and respect. This is the ability to persuade, to inspire and to encourage.  This is integrity centered authority.

The Art of War. Sun Tzu writes that the “True hallmark of skill is to win the battle without even fighting.” It is to create such loyalty that the thought of using the competition is one that never enters the mind of the customer.

We suggest that the way to do so is by not being better than your contemporaries, your predecessors or your competition, but by being better than yourself.

     Profit Does Not Equal Success. “Profitability is a necessary condition for existence and a means to more important ends, but it is not the end in itself for many of the visionary companies. Profit is like oxygen, food, water, and blood for the body; they are not the point of life, but without them there is no life.”

George Merck tells us that the focus needs to be on the customer. Focus on the product and the service that you provide with the customer in mind and according to Mr. Merck, the profits will never fail to follow.

The Primary Function. In our very first week together we introduced this thought: “The primary function of every individual of every organization is the acquisition and the retention of customers.” The thoughts and concepts that we have introduced over our many months together can and will help you create an environment, an organizational culture where all members of the team can and will be committed to the accomplishment of the primary function.

As always we thank you for your interest in Impact: Elements and for your time each week. We hope that this week’s review of our Top Ten was helpful and thought provoking. Next week we will continue as we begin the Application and Action portion of our work together. Until then, aloha.

Written by : Bill Hurley

Currently there is "1 comment" on this Article:

  1. kimb says:

    Wonderful series thank u for the insights.

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