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The four things people want from workplace leadership

Psychologists figured it out long ago. Oliver James, author of the new book Affluenza, says there are four things we need to live our lives in a fulfilled way. I’ll avoid the word ‘happily’ as there’s a whole science of happiness growing up at the moment and I’m not sure about some of it.

Here are the four things:

1. Security (so, no impulsive, volatile, unpredictable managers who like to keep people on their toes, thanks)
2. Community (so let people network to their heart’s content and contribute and be part of things)
3. Effectiveness (People want to do not just be done to, to see what effect they are having and know it is useful. So, again, let them contribute and use the best of their abilities and have a clear line of sight to how that links to the overall aims of the organization)
4. Autonomy and Authenticity (Let people make decisions. Let them be themselves.)

That last point, on autonomy and authenticity – constantly crops up in surveys of what makes a great place to work where people are engaged, inspired and stretch themselves, from McKinsey surveys to Southwest Airlines’ internal surveys of their people.

So, formal leaders in an organisation just need to create that environment and then get out of the way and let people lead the business for you.


FREE Chapter: Love and leadership

There’s a Valentine’s Day present for you if you click on the big red tab at the top of the page that says ‘Feb’s free chapter’. It’s a preview chapter from The 60 Second Leader book called What’s love got to do with it? Should only take 60 seconds to read and contains insights on love and leadership from Rudy Giuliani, Ken Blanchard, Colonel Tim Collins, Herb Kelleher, Niccolo Machiavelli and me.


Leading together: leadership isn’t one person

“When Benjamin Zander took the Youth Philharmonic Orchestra to Cuba in 1999, they began their concert in Havana playing two pieces with the National Youth Orchestra of Cuba. An American and a Cuban child shared the music at each music stand.

The first piece, written by Guido Lopez Gavillan, the conductor of the Cuban orchestra, was colourful and brilliant. Ben Zander had decided not to prepare his young musicians in advance; he wanted them to learn the piece from the composer himself.

Maestro Lopez Gavillan began rehearsing his work, but it was quickly evident that its complex Cuban rhythms were beyond the American kids; they’d never seen anything like it, and they simply couldn’t play it. After giving it his best, the conductor resigned himself to failure. “I’m afraid this isn’t going to work,” he said from the podium. “We have to cancel the performance.”

Ben Zander couldn’t accept this outcome, wouldn’t accept this outcome; one of the most important parts of the tour was the opportunity for the Cuban and the American kids to play together. He leapt to the stage and took over.

Through an interpreter, he said to the young Cuban musicians, “Your job is to teach these rhythms to your stand partner.” And to the Americans, he said, “Just give yourselves over to the leaders sitting next to you. You will get the support you need.”

Then he asked Guido Lopez Gavillan to try again.

Imagine what ensued. The focus shifted from the conductor to the orchestra itself. The young Cubans “became fantastically energized, exuberantly conducting with their instruments, each leading along his American stand partner enthusiastically. The American kids, basking in the lavish attention, gave themselves … to the process, and began to play the rhythms the way they were (meant) to be played.” The maestro was well pleased.

Then it was Ben Zander’s turn. He had chosen to conduct Bernstein’s overture to Candide, a “fiendishly difficult little masterpiece.” The music is so tricky to play that he had sent the score down to Havana three months earlier, to give the Cuban kids a chance to prepare. But asked if they had enjoyed learning it, he got only a blank stare. As it turned out, the music had been languishing at the Havana central Post Office. The Cubans had never seen it.

Maestro Zander felt his panic rise; The American kids had taken months to learn it. Standing before the orchestra, frozen, he suddenly realized that the young musicians seated expectantly before him were smiling. Why not? Now it was the young Americans’ turn to lead. Springing to life, they led their stand partners … and it came off perfectly.”

I’m sure you don’t need any words from me here on the need to take Ben Zander’s core principle and use it to to energize your own approach to leadership – let people teach and lead each other rather than trying to control what they do from ‘above’.

Source: The Cuba story is from The Power of Possibility, by Kim K. Crawford Harvie. Kim’s story is from Rosamund and Ben Zander’s book The Art of Possibility.


‘They need me everywhere’. The myth of the indispensable leader

I’ve been researching the leadership style of Ben Zander, the orchestra conductor , as he is coming to talk at Leaders in London (logo above is a link) in November.

Came across this story that Zander tells:

“The near-mythical orchestra conductor Herbert von Karajan was reputed to have jumped into a taxi outside the opera house and shouted to the driver, “Hurry, hurry!” “Very good, sir,” said the driver. “Where to?” “It doesn’t matter,” said von Karajan impatiently. “They need me everywhere!” SOURCE: Ben and Rosamund Zander, from their book The Art of Possibility. Sound like any managers you know? You, maybe? What, not even a little bit? Spend a couple of minutes on the story from Ben Zander, below, for some insight into how making yourself dispensable rather than indispensable actually energizes your people to take the lead themselves.


Things discovered by accident

I heard Charles Dunstone, CEO of Carphone Warehouse, recently explain how texting is an accidental market – The text function on the phone wasn’t intended for customer-to-customer communication. It was put on there so telecoms engineers could communicate with customers to keep them updated about fixes.

As your organisation comes up with all kinds of innovation processes for ‘industrialising’ innovation to keep ahead of customer wants, spare a thought for the role of randomness, as with these Things Discovered By Accident, from Fast Company magazine:

“The list of things created by accident is certainly impressive;

Aspirin,
Band-Aids,
Diners Club,
DNA finger printing,
dynamite,
inoculation,
jelly,
Lamborghini,
microwave ovens,
nylon,
penicillin,
velcro and
Vodafone.”

I’m not sure how ‘Lamborghini’ or even ‘Vodafone’was discovered as an accident: “Oh, look, we dropped the molten metal and it’s formed itself into a 500 brakehorsepower car by accident. Let’s call it a Lamborghini Diablo!.” But, anyway…

As well as randomness, there’s the totally unexpected innovative opportunity if you watch how how customers use existing products. Gary Hamel, the strategy guru and a previous speaker at ecsw’s European Conference on Customer Management, cites the example of the microwave manufacturer who put webcams in student dorms to see how the students used their product.

They discovered that their microwaves were being used by students to dry their pants after doing the laundry. And, yes, microwave clothes dryers are on the way as a result. Keep an eye on those customers: they’re a strange lot.


Feb Edition of One A Day For Customers

UPDATE: The February edition of One A Day…For Customers, my monthly self-directed action learning series, is now available. Click on the little orange Feb book cover in the masthead of this site, above, to view it. This is a monthly handbook of bottom-up change: coaxing your frontline people into continuous improvement in your customer service with one new tip or insight a day plus ‘action learning’ pages to help them put the tip into action. Top-down change doesn’t work. This series is a low-cost system (£1 or $2 per week per person) of action training – learning by doing – in which your front line people drive customer-centred change themselves.


Stalin wasn’t Stalin. Lenin wasn’t Lenin. If ‘Gaia’ wasn’t Gaia. What’s in a name?

This post is a musing. Be warned.

My geography professor friend Dave told me recently how James Lovelock came up with the name Gaia for his theory that the earth acts like a living organism, and has regretted the name ever since.

Apparently he was in a pub (possibly – in a village, anyway, so maybe in the village pub)with his friend William Golding (yes, Lord of the Flies author William Golding) and explained the new theory to Golding, who promptly told him he should call it Gaia.

They may have had a few pints beforehand, because Lovelock misheard him and for half an hour was trying to figure out why Golding had told him to name his theory after a water funnel that appears in particular seas in the southern hemisphere (called a ‘gyre’ – I’ve probably mis-spelt it. Geographers chuckle at this kind of thing) and how on earth Golding knew the word.

When the confusion was cleared up – that he should name his theory after the idea of an earth spirit or goddess – he agreed. And now regrets it.

You see Lovelock was a serious NASA scientist – a leader in his field and a master of hard facts. But, that name has trailed mysticism in its wake and ever since he has been ‘tainted’ with the aura of a hippy scientist. This, he feels, hindered his message from getting through to hard-nosed politicians and the rest of the scientific community.

Now we know Gaia theory is probably right. But we might have come to that conclusion ten years earlier if he had given it a different name.

The power of names, it occurs to me, cannot be over-stated. Lenin, Molotov, Trotsky, Stalin…These were not real names. They were acquired. They had to be, as these revolutionary leaders had to disguise who they really were in the years they worked under cover.

But – and I was a historian for a while so this has always fascinated me – would the cult of leadership around Stalin have been quite as unbreakable if he did not go under his chosen name, which means “Man of Steel” and instead was known by his Georgian provincial name of Iosif Vissarionovich Dzhugashvili…

Malcolm Gladwell has written convincingly in Blink how we sub-consciously defer to taller leaders, including research that shows if you are tall you are more likely to become a leader and be paid more. These sub-conscious cues – height, sex, even name – carry more weight in success or failure as a leader than we might think they do.

So, maybe the first thing you should do if you aspire to be a successful leader (of yourself and of others) is change your name…


PS…and if Django wasn’t Reinhardt

Dave (see post below) , is a brilliant fiddle player and told me another story…How the Germans were advancing on Paris and Stefan Grappelli knocked on Django Reinhardt’s door to warn him to run, as they would be in Paris any minute. (They were both playing in the Hot Club of Paris, I think, at the time – Grappelli and Reinhardt, that is).

Reinhardt, who had been asleep, stuck his head out the window and said he’d be along in a minute. Grappelli escaped. Reinhardt went back to bed.

Reinhardt woke up to the German occupation of Paris and, being a gipsy, realised this was not a good place to be. He managed to get to the border with Switzerland, hiding in the back of a truck, but was ordered out by an SS officer.

The officer asked his name. “Oh, Reinhardt the famous guitarist?” said the officer, a music lover. And instead of being sent to a concentration camp with every other gipsy the SS captured, Reinhardt was sent back to Paris to play for the Germans.

On such tiny, apparently inconsequential matters do life or death turn. Because, as Dave told me that story, I instantly wondered (see ‘the power of names’, below) if Django’s fate would have gone the other way if Reinhardt had not, by chance, been such a Germanic-sounding name…


There are no little things

“Sometimes when I think of the tremendous consequences that come from little things, I think…there are no little things.” – Bruce Barton.

He’s right. When most organizations look similar to customers, it’s the small things that make you stand out in their eyes.

Here’s an example…

Virgin Atlantic has a number of legendary employees who epitomize Virgin Flair (the personality they look for in employees and then allow them to express). One was Sue Rawlings, an in-flight attendant. People at Virgin still talk about her years after she left the organization.

Just before serving the ice-cream that Virgin offers to passengers when they are watching the in-flight movie, Sue would duck into the galley, smear ice cream all around her mouth, then emerge and start serving.

As she moved down the cabin, she would pronounce very loudly, so people would look up as she passed, “I never touch this stuff myself as I’m watching my weight, but people tell me it’s delicious. Enjoy!”

The effect was a wave of laughter that moved down the cabin with her, as passengers looked up from plugging in their headphones or fiddling with the volume control in preparation for the movie, and saw the ice-cream smeared around her face.

Is this a big thing? Of course not. Is it expensive to do? Of course not. Is it a memorable customer experience that those passengers talked about to family, friends and everyone else they met for ages afterwards? Of course it is.

Virgin pioneered ice-creams with in-flight movies. And Sue Rawlings added further to the experience for passengers. Compared with the cost of a Boeing 747, the cost of serving ice-cream is virtually nothing. Yet it is the small thing – the small extra – that differentiates here because all the other airlines fly Boeing 747s, too.

As Seth Godin puts it in his new book title, Small is the New Big. You don’t have to spend a lot to stand out from the competition in your customers’ eyes and provide them with a memorable customer experience that makes them want to come back for more.

You just need some imagination and personality.

Source: The Sue Rawlings story was told to me by Lyell Strambi, Executive Director at Virgin Atlantic, and I used it in my book Seven Secrets of Inspired Leaders.


Why I don’t like NLP

I’ve just re-found an article on Richard Bandler, the former cocaine addict who was once tried for murder and who admits to being “a little bit sociopathic”…and who is the co-creator of Neuro Linguistic Programming.

It’s by Jon Ronson of the UK newspaper the Guardian and re-reading it reminded me why I do not like NLP and the way it has spread like wildfire through business and is seen by some as a tool to aid better leadership (it’s not).

The article is here. Judge for yourself.