blog.
Lessons from the Management Consulting World
Being a management consultant has its perks. For one thing, we can be selective of our clients. If we’re good at our jobs, clients will also seek out those with exceptional academic qualifications, professional experience, and problem-solving skills.
Angry People
(This post first published on Substack on March 14).
Lashing out at people does not help anyone.
The People Problem
Much has been written about good and bad leadership and, specifically, how good leaders build and promote thriving organizations, while bad leaders quickly kill any progress.
I recently had an experience with bad leadership (really bad leadership!) and saw firsthand how bad leadership was made worse by the organization’s own people – the very assets that organizations hold dear. While poor leadership is one thing – and there are ways to manage this issue – the organization’s assets – its people – can sometimes do more damage to the organization than its inept leaders.
In an organization where I was recently involved, here is what I observed about its people…
Learning at Work
How is your work day going? What have you learned from your job, from your peers? If you aren’t learning at work, how rewarding is your job, really? In addition to working to maintain a satisfactory standard of living, informal learning at work adds to an individual’s work satisfaction.
The Dark Side of Electronic Communication
Individuals and organizations alike still rely on electronic mail (e-mail) as a primary communication tool to conduct business. A 2003 study, still relevant by today’s standards, by associate professors Raymond Friedman and Steven Currall, caution about using e-mail to resolve conflicts. While they do not specifically mention it, using other media for the same purpose should also give one pause.
Drugs and Workplace Productivity
Productivity doesn’t just happen. It takes focus and sustained effort to accomplish work tasks. However, the amount of focus and effort varies, depending on the difficulty of the task.
The opposite is also true. That is, non-productivity does “just happen.” It is so easy to be non-productive – that’s why many of us can slide into a weekend of rest and relaxation without any effort!
But while at work, it is important to do our best to be as productive as possible. And in order to do that, it is equally important to respect our bodies and not use substances that can inhibit our work performance. Ever.
Service - Now!
When you’re in line waiting for service, how long is too long?
Studies show that on average, waiting more than three minutes is too long. And customers that wait more than three minutes? There is a strong likelihood that they are dealing with the only available service provider. If customers have choices, they will leave.
This is not good news for providers of service.
Types of Clients
Let’s face it. There are clients and then there are clients. The great clients (or customers) are those that are ready, willing, and able to work with experts to achieve organizational efficiencies.
And then there are clients who fall short on anything from initial meeting to following through with an expert’s recommendations – these latter clients are wasting not only the expert’s time, but their own, as well.
As experts in our various fields of work, we have all run into a variety of clients. Here are some of the more common types – if you’re a client, maybe you see yourself in one or more of these descriptions:…
Open Office - Productivity Enabler or Slasher?
Today, about 70 percent of employees in the U.S. work in open offices. Despite this high number, you may be surprised to learn that the open office concept is not the be-all and end-all for everyone. Success depends on personal work styles and personalities and how well workers can adapt to the high level of distraction served up by open offices.
Bridging the Gap between Training and Proficiency
Now that your staff completed training in your organization’s newest program, everyone knows what to do and how to do it. This is a reasonable expectation, but the reality is that training does not mean that learning has occurred. Even less so, there is no guarantee of proficiency.
Solving Problems using an A3
An “A3” is an international size piece of paper, approximately 11-by-17 inches. Using an A3 is an effective way to present a situation – a story that anyone can understand – all on one page.
It is a visual tool for problem-solving because it presents all of the main elements in a condensed space, allowing for on-the-spot review. It is a powerful management process encouraging learning through a scientific approach to problem solving. It includes a description of the current conditions, goals, analysis, and an action plan for implementing solutions.
There is no standard format for an A3. Each A3 suits the situation. At the end of this blog, a detailed example is provided that you can use and modify to suit your organization's situation.
Out with the Old; In with the New
Here’s a surprising fact: Most of us have NO difficulty accepting change. And this is despite the fact that 80 percent of change initiatives fail first time out of the gate. What’s wrong with this picture, you ask?
It appears that the difficulty in implementing change is not in accepting the idea. The difficulty is in the sustained practice or application of the idea (or improvement initiative). In other words, the problem with our reaction to change does not relate to our ability to let new ideas in. The problem is in getting our old ideas out.
Leveraging the Power of Stakeholders
Do you know that excitement that goes along with your great idea for improving your organization’s processes? From great idea to project charter, the momentum you have is at a peak when you present your project charter to the project champion for approval.
At this point, your project can go one of two ways: it gets approved by the champion or it gets denied. If it gets approved, great! You're on your way to making change. If it gets denied, there is a strong likelihood that you did not engage and secure the support of all stakeholders.
We often talk about engaging and getting “buy-in” from stakeholders. But what, exactly, does this mean? And who are these stakeholders? And what is their interest in your project?
Facilitating through the Storm
Let’s face it. Anyone with any amount of facilitation skill can lead a group that is performing well. That’s the good part.
But what about groups perpetually stuck in storming? These groups pose bad and ugly scenarios that must be resolved before the group can perform. In fact, a group stuck in storming can be a facilitator’s worst nightmare (no matter how skilled he or she happens to be).
Resistance is Futile
For Star Trek fans, the title of this blog will feel familiar. The show’s alien species, the Borg, made the saying “resistance is futile” famous in popular culture. The saying is a core concept in the Borg’s quest for perfection through a forced assimilation of individuals.
These forced assimilations have no place in the real world, but sometimes organizational change initiatives might feel like the Borg is in control. It does not have to be this way.
Motivating for Change
Conventional organizational change usually fails. That’s because you and your employees look at things differently.
In traditional organizations, employers expect employees to do what they are told (i.e., their jobs for which they are paid). Some leaders still believe that the way to motivate people to change is to tell them, or persuade them. This stems from an early age of having expectations imposed on us—first by our parents and teachers and later, by our employers.
But times have changed.
The Problem with Collaboration
Why would anyone think that collaboration is a problem? After all, aren’t we all supposed to be playing nice in the sandbox? Maybe; but what most people don’t realize is that overuse of collaboration (“over-consultation”) can lead to underperformance and low productivity.
Preventing Projects from Going Sideways
Your project is humming along when, without warning, the scope expands. In the consulting world, this may or may not be a good thing. Within organizations, however, scope creep can be a real problem—usually hurting the bottom line.
The secret to controlling scope creep is to control it from day one of the project. This means ensuring that you thoroughly understand the project’s deliverables and carefully tracking that all efforts go into only those deliverables. As soon as you notice work being done outside of the scope, stop the project. Examine why things are off track and work on re-focusing the project.
Interpersonal Communication and Productivity
Stephen Covey got it right—Seek first to understand, then to be understood. Many of us forget the importance of truly trying to understand the speaker before offering up our comments. Without this understanding, we set ourselves up for ineffective interpersonal communication.
What happens when we don’t understand the message? We jump to conclusions and we misdiagnose. This is like diagnosing symptoms as problems, rather than getting to the root of the symptoms to find the problems. Our tendency to rush to fix what’s on the surface can get us into trouble. This is why communication is so important.
Letting Go
When was the last time you tried something new? How did it make you feel? If you’re adventurous, you probably felt thrilled. If you’re fearful, you are probably still wondering if the experience was worth the risk. So it is with organizations. Adventurous (or proactive) organizations thrive; the fearful (or reactive) survive—just barely.
Organizations (and individuals) that cannot let go of “dead ideas” are doomed to failure. Think about how many processes your organization manages every day. How many of these processes are preventing you and your staff from being maximally productive? Why aren’t the processes updated? Is it because everyone is so overworked that there is no time to address the issue?