Small Initiatives - People, Process, Technology ... sensible!

A Message to the Messenger

Ka Small — Tue, 13 May 2008 16:41:50 +0000

Organizations are comprised of people, processes and technology. Finding the right mix for operational excellence is similar to what any good chef must do to produce an exquisite culinary dish. Managers must understand that communication is more than sharing a thought, idea or opinion. It is the art of interpretation and inspiration. It provides direction for goal attainment or business achievement. It is important enough to demand its place as a core competency necessary for effective organizational management.

If you've ever seen an episode of Hell's Kitchen you know that individuals compete for a top chef position in one of Gordon Ramsey's restaurants. I call it the Survivor show for chefs. Ramsey makes Survivor host, Jeff Probst, look like a lamb in newborn purity waiting for its milk. There is not one contestant on HK that has any doubt about what Ramsey means by his tone, word choice (they can't be repeated here) and what he's saying. He knows who his audience is, what they expect and what he wants them to do. Ramsey is visual, audible and credible to each contestant or they don't last long on his show. It's perceptive intention.

Management communication doesn't require the extreme measures used by Ramsey. But it does require managers to be capable of delivering a consistent message about a process, decision, product or goal to employees, boards, customers or suppliers. Each audience has varying expectations and communication requirements. So how does a manager deliver a consistent message to diverse audiences?

A successful manager understands the powerful combination of listening, consistency, verbal and nonverbal communication, interpretation and inspirational sincerity. But most importantly a manager understands that words carry a significant bearing on the message. Consistency is best preserved by use of standard English because words used within its context have historical standing and broader acceptance of definition by the target audience. Standard English is more likely to be interpreted by the audience as intended (tone aside for now) by the person delivering the message. With a few exceptions, trendy buzzwords are created and used by industry pundits to make statements or take positions which tend to fade as interest wanes.

If a manager desires relevance then understanding the ingredients to effective communication is not an option, it's a requirement. Business is dependent upon it. As the balance of people, processes and technology change, managers must be prepared to understand and embrace the challenges encountered daily. For at the end of the day, we are defined by our actions and words. Our survival is determined by our ability to communicate. As Goethe (1729 - 1832) succinctly stated, "When ideas fail, words come in very handy."

Follow The Leader

Ka Small — Mon, 12 May 2008 19:20:12 +0000

There are plenty of books, experts and opinions on leaders today. I'm not going to attempt to join the fray. I would prefer to challenge your ideas and definitions of what constitutes a good leader. Will you follow along for a minute?

I believe that right and wrong is inherent to man's nature just as purpose is. We want to achieve, to believe in something, maybe not at the same time but we want to fulfill a purpose, to feel like we matter or can at least make a difference. In order to fulfill a purpose or grasp a goal we must have knowledge - we must learn. Our mind requires it, processes it, needs it, and even demands it. Our spirit requires hope to move forward and keep fighting when it seems we can't. We may claim fame to individualism but it is society that collectively moves the country forward. We are under the influence of those who would stand above average and cause us to question our purpose, goals and reasons. They challenge our best. They frustrate us or motivate us. They make us want to be them or get far away from them. They make us proud or they embarrass us. They help us trust or they instill distrust. They inspire dreams or they crush hopes. Successful leaders understand the human potential and how to tap into it in order to perform not manipulate. They help us achieve, and in their wake leave an imprint of accomplishment, pride and purpose. Understand leadership and you will understand the human potential and ultimately how to serve it.

Transactional, authentic and transformational leaders are among the most effective. Allow me to explain.

Transactional leaders are more likely to approach the business as a strategic planner, meaning the sleeves get rolled up with an eye on results. A leader possessing these qualities may ask what tasks need to get done and develop a plan to get them done. This is a position high in control, organization, responsibility (and accountability) for actions and effective communication of plans. Rewards are dependent on results and tend to be successful in the short-term. A transactional leader looks at what components are right for the organization and help achieve results.

Authentic leaders are best described as those who have a well-developed self competency. They exhibit ethical behavior and understand how to communicate. In other words, they know their strengths, weaknesses and act upon their personal values and belief systems in business decisions. They can direct or encourage participation as necessary to move the business forward. Authentic leaders influence follower attitudes and behaviors with performance standards that may be higher to attain but employees believe can be reached. Authentic doesn't mean easy but translates into the ability to relate, create hope, build trust, and remain positive when the going gets tough. These leaders don't believe it is themselves that improve the situation but individuals. Authentic leadership is empowerment and optimism - not control and manipulation. This leadership type believes that diversity in ideas, solutions and human capital can improve a situation that helps individuals feel better about themselves.

Transformational leadership is the crème de'la crème. These leaders understand how the future impacts the company and inspires employees to embrace new possibilities. Transformational leaders focus on developing others to lead or become better leaders. They encourage employees to learn through reward and challenge. These leader types are most often described as assertive risk-takers who seize upon new opportunities and shake off processes and practices no longer relevant. Transformational leaders are creative, thoughtful, and understand how technology, culture, investors, and external factors impact the company. Most importantly, these leaders use every available power source to communicate a shared vision and goals.

If you're thinking that style is overrated and leadership doesn't matter like it used to, why do words from these leaders continue to resonate?

"Some people wonder all their lives if they've made a difference. The Marines don't have that problem." Ronald Reagan
"For even the Son of Man came not to have service rendered to Him, but to serve, and to give His life as a ransom for many." Jesus Christ
"Management is doing things right; leadership is doing the right thing." Peter F. Drucker
"The very essence of leadership is that you have to have vision. You can't blow an uncertain trumpet." Theodore M. Hesburgh
"It is only one who is thoroughly acquainted with the evils of war that can thoroughly understand the profitable way of carrying it on." Sun Tzu, The Art of War

Take a moment to examine your leadership. Be honest and be willing to make the changes necessary to become relevant. Follow the leader becomes much more than a childhood memory, it becomes a fulfilling reality of purpose.

Expect More

Ka Small — Mon, 12 May 2008 18:55:45 +0000

Most companies develop tag lines to differentiate themselves from the competition with a catchy phrase or word. Everyone recalls Nike's Just Do It. But I would be willing to bet that most consumers take a cynical view of tag line promises based upon the common service experience that rarely delivers on the promise.

If you've not seen the Regions Bank commercials recently then it's probably due to the fact you're outside its current markets. The ads feature customers riding lime green bikes to their financial destinations. The closing tag is "Expect More". Skepticism goes into high gear at such promises; however, a recent experience with a Regions employee shifted my revved up reaction into neutral.

If you are the parent of a college student then you are familiar with the inevitable call for help when the checking account balance takes a torpedo-like dive into negative territory. Mistakes happen, although not often with this particular student. Regions, like other financial institutions, pays the larger items before the smaller ones. The result are cascading fees for the five dollar midnight food raids at the corner convenient store or late hour drive-thrus. My advice was to visit the closest branch manager to discuss the situation.

I remain firmly grounded in my customer relevance theory. Larger financial institutions struggle with this simply for the fact that size makes it difficult to monitor every decision unless it can be traced financially. Fee refunds are contained out of necessity but in doing so creative solutions are limited. The offer to reverse one fee out of six didn't surprise me but please read on for a lesson in customer relevance.

For the consumer that doesn't abuse the checking account, the rungs on the customer satisfaction ladder aren't used much. This means one doesn't have to go far up the management structure to obtain satisfaction. In this case, my call to the regional manager, Sherrie Addington, was amazing! She listened and then she delivered a creative solution that delivered Regions promise. The fees were reversed and put into a savings account. Since our son doesn't normally overdraw his account this was a win-win for everyone. Sherrie's solution jump-started his savings, kept the fees in the bank along with his direct deposit, increased the relationship and grounded his loyalty.

Folks, this isn't common. It's much easier for employees to say no. I offer this advice to the executives at Regions Bank - hang on to Sherrie. It wasn't your advertising that made me believe I could expect more, it was Sherrie.

LinkedNotSoIn?

Jay Small — Fri, 02 May 2008 18:55:45 +0000

Anyone else had issues getting into LinkedIn the past few days? I've received a couple of invitations I wanted to act on this week, and both times, from two separate places, with access to other sites working fine, I've been unable to get there.
That includes attempts in the past few minutes (writing this Friday afternoon at 2:55 p.m. Eastern time).

Maybe I should be thankful, but LI is the only social network I've ever felt met any practical expectations.

Update (11 a.m. Eastern time, Sunday, 5/4): LinkedIn is back as of this morning. I didn't check before now, so I don't know when service was restored or why it was down in the first place -- assuming it was down for anyone else but me.

Technical excellence via hand work

Jay Small — Wed, 30 Apr 2008 23:14:26 +0000

A Slashdot post points to an online discussion with Khoi Vinh, design guru at NYTimes.com, in which Vinh is asked how the team there maintains visual consistency. His answer, in part:

"It's our preference to use a text editor, like HomeSite, TextPad or
TextMate, to 'hand code' everything, rather than to use a WYSIWYG (what
you see is what you get) HTML and CSS authoring program, like
Dreamweaver. We just find it yields better and faster results."

Like I keep saying, people ... like I keep saying.

Can we all go home then?

Jay Small — Fri, 18 Apr 2008 15:25:47 +0000

CNET reports the folks at AT&T (I was about to say "the eggheads" or "the boffins," but the spokesman quoted is from legislative affairs) claim the Internet will hit its capacity by 2010 if big bucks aren't invested in infrastructure.

Makes me think of that home broadband commercial from a few years back, where the guy browses all the way to the "end of the Internet." Hmm ... was that an AT&T commercial? A self-fulfilling prophecy, perhaps?

All I can say is, if we get to that point where we really have filled up all the pipes, you all can panic if you choose. I'd prefer to just pull a Forrest Gump, stop and say: "I'm pretty tired ... I think I'll go home now."