The HOW of Implementing Innovation

Well what a fun bunch at today's workshop! 

How to implement innovation was the topic of the day for us at Liquid Learning's Tertiary Education Teaching and Learning Innovation Conference 2013.

I was fully stoked to have a group of about 30 switched-on, participative and smart people taking part.

Wish you all every success in using the tips 'n' tools from today's session to Make Some SHIFT Happen!

Here's a reminder of the highlights from today's talk:

And here's a link to the paper that I'd offered with a more in-depth exploration of using the HOW to bring people along on your project implementation and innovative practices: People Engagement That Works

If you enjoyed today's session and want to keep in touch I'd be delighted to connect with you on LinkedIn. 

And there's a tmconsultancy page on facebook - pop by and give it a like, if you like!

What's working well? How to finish strong in 2010!

September is upon us - a good time of year to pause and reflect. Below are some ideas on how you can build on the best of what you've done so far this year and finish strong in 2010.

Let me start by extending a special warm welcome to recent email subscribers to the blog feed (if you're not yet a subscriber, you can get posts from the tmc blog sent to you automatically, just go to the top-right side of this page and enter your email address under Get blog updates sent to your email or, if you prefer, click on the Get blog updates by RSS feed button).

Wow, how time passes! It's been weeks since my last post. I found myself getting agitated, about to give myself a bit of a kicking for not writing as often as I wanted to. Then I thought, "Well, that's pretty pointless now, isn't it? What would work better?" ...and so I gained the inspiration for today's post.

How's your 2010 shaping up? 

Here we are entering the final third of the year...

Yes, September: in the northern half of the world it's back-to-school time, meanwhile for those of us in the south it's spring and our thoughts are turning to how much work needs to get done before we can spend a few well-deserved summer days down at the beach!

Either way, it's a good time to take a moment and think about what you want from the rest of this year, and how you will make it happen... 


Here's a three-step activity that in just 15 minutes will help you recharge your batteries and be ready to tear into 2011...

Try the September Summary - A 15-min thought-game...

Take a piece of paper and pen and have a go with this thought-game:

1. Looking back over 2010 so far, list three things that went really well - accomplishments or actions that you're particularly happy about, proud of, or that bring a smile to your face. (If you find yourself focusing exclusively on work-related things, remember to include non-work stuff too!)
   
2. Now for each of these, list the skills, talents, resources and abilities that helped you to make these things happen. Write down as many of these as you can think of, as you reflect on what you did that worked really well to make your three things happen. (You can also write down the names of other people who played a part in these achievements, just make sure that you clearly identify the things that you did in particular to make it happen.)
   
3. Finally, think of as many ways as you can of how you will apply these skills, talents, resources and abilities to accomplish the things you want to do over the next 4 months (and on into 2011). This must include a few small, concrete actions that you want to take - but don't stop there! Other ideas might be: conversations with some of the people you identified in the previous step (for example, to say thanks for their help and point out what you appreciated about the part they played), new challenges that you'd like to undertake with "year end 2010" as a deadline, or anything else that comes into your head. 

List, sketch, doodle, mindmap, write poems, whatever you like. For the final step, set yourself the goal of a minimum 10 ideas/actions and see how many more you can do than that (20+ is not unusual...remember that when each one is a manageable size they're MUCH more likely to actually happen).

Finally, be sure to share your comments below about what you enjoyed, discovered, were surprised by, or found useful in this little thought-game.

Happy September and enjoy the rest of the ride in 2010!

How Coaching Works - neat little video

Kudos to @Wellcoaches and "Coach Meg" for this little gem I found today. (It's more fun if your speakers are turned on!)

I like the way it briefly and cleverly highlights a couple key concepts about good coaching:

• the need to start by defining a solvable problem (one for which you can define a solution in crisp, everyday terms and is subject to your influence)
• for you to experience a "growth-promoting relationship" with a coach, you need to be in the driver's seat with the autonomy to feel like you are master of your own fate
• along the way, the coach provides different tools to help you explore your options and make choices as you begin to map your personal change journey 
• a good coach will also offer needed external perspective, reframing your experience and serving as a sounding board for you "think out loud" and test your ideas
• if at first you don't succeed...your coach is there to help you rebound and then try something different that's more likely to get you closer to your goals

Hope you enjoy it!
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Copycats - "Use What Works" principle in action

"Imitation is the sincerest of flattery." ~ Charles Caleb Colton

Harvard Business Review's got a podcast series that talks about (you guessed it) business and management ideas as well as some of the books recently published in the field.

In his HBR podcast, Oded Shenkar talks about his latest book Copycats: How Smart Companies Use Imitation to Gain a Strategic Edge.

I think he does a great job of redeeming the concept of being a "copycat" - something that often has negative connotations of unfairly taking advantage of someone else's sweat and labour.

So when is imitation OK...and when it is just a blatant rip-off?

Take Shenkar's example: he stirs it up a little by stating that Apple, usually thought of as an avant-garde innovator, is actually an imitator in many ways. Apple's value-add comes from improved user-friendliness and intuitive interfaces...plus of course the aesthetics and geek-tech-wow-factor.

Therein lies the difference. Imitation is ripping-off when it fails to add value and improve upon the concept being imitated.

After all, it's natural: children learn through imitation. And of course it's true, "there's nothing new under the sun." Progress results not when we waste time reinventing the wheel but when we creatvely apply a principle that lies at the heart of a solution-focused approach - "Use What Works" - with the intelligent addition of "...and make it work better!"
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Highlights of EE conf in Sydney

"Culture eats strategy for lunch. You can have a good strategy but if you don't have the culture and enabling systems to implement that strategy you will fail." 

~Dick Clark, CEO Merck USA

The second in the series of Australian "National HR Solutions & Strategies Summits" on Employee Engagement takes us to Sydney and a surprise change of venue to the Grace Hotel with its neo-Gothic exterior and Art Deco interior. 

Like the previous week in Melbourne, this conference delivered the goods with a series of insightful case studies and useful lessons on the people side of business. My favourite quote of the day is listed above; in what follows are some further highlights.

The engagement journey continues…
 

Reporter: "What do you think of Western civilization?"
Gandhi: "I think it would be a good idea."
 

Sophie Crawford-Jones of PwC gave us an informative overview of how the concept of engagement has developed over the past four decades as well as her thoughts on where it’s going over the next few years. While I like with the theoretical construct Sophie offered, I also think it’s fair to say that, whatever the next big thing in engagement is likely to be in 2010 and beyond, organizations still have a great deal of work to do in the here-and-now. 

Or to paraphrase Gandhi: while many more people nowadays are familiar with the concept of people engagement, effective engagement practice is often still in its early days.
 

Who’s telling your story?
 

The good news is that, as organizations seek to create a culture that invites greater engagement with their people, there are some practices that have proven helpful. Several examples were given of how leaders and managers used compelling stories to link people’s proven resilience in the past in ways that help to get them through hard times today with a clear vision of the future. 

This narrative approach acknowledges the reality that every moment is an engagement opportunity. It's not just an "HR responsibility" but needs to involve senior leadership and happen at all levels of the organization. And it’s not one-off events or even CEO roadshows that do it - effective engagement lives and breathes in your culture and must be related to every single thing that people do in the business.
 

It’s great to have a CEO who "gets it" and even better to have one who can tell engaging stories. It’s also true that stories can only gain currency and influence people’s daily behaviour when they are told and retold. That requires leaders and managers throughout your organization who also "get it", who can spread the influence of those stories with equally motivating effect. In other words, it falls to your people managers to engage your people.
 

In this quest to develop people managers into effective engagement allies, I was heartened to hear how one organization is getting some good results. Josie Gosling gave NineMSN’s answer to making this happen, with what they call communication champions. The idea is as genius as it is simple: there are already a handful of people in your organization that everybody else asks to explain and clarify what’s going on. These people are "naturals" - they have a talent for communication and/or the status and influence within the organization’s social networks that make their voices stand out. 

Let me quickly note two useful principles at work here: 1) a use what works (or solution-focused) approach helps you get fast results by working with people’s strengths, in this case communication "naturals", and 2) the realization that these communication/influencing talents can be found anywhere in your organization and don’t necessarily have anything to do with role or positional power.
 

Once you’ve identified these people…make them your new best friends! Do everything you can to develop their natural abilities (through mentoring, coaching and skills-building) and have the courage to "give it to ‘em straight" by making them part of the inner circle of communication practice. Giving them the big-picture perspective behind the messages will help them communicate better and, in turn, model the kind of engaging communication behaviour you want happening in your organization.
 

Setting the Stage for Success
 

Once the story of your organization is captured and consciously promoted, it will start to become clear which actors may not have a part to play in future performance. In both Sydney and Melbourne, conference speakers repeatedly made the point that low turnover can actually be a bad thing. As much as you need to actively retain your best people, you also need a standard practice to move out poor contributors.
 

Doing so in a grown-up and dignified way not only shows your commitment to do right by the people who ultimately leave - it can have a powerfully positive effect on those who stay. What's more, when a difficult situation is finally addressed the relief is palpable ("Well thank god…we've been talking about this for ages, now it’s finally behind us!"). 

As Chris Disley of Mars Food Australia pointed out, managers who can effectively manage low performers and disengaged people out of the organization actually get higher engagement scores as a result.
 

Chris also shared a crucial conversations exercise in which team members are asked, "If you left the company today to start your own business, who would you take with you…?" Naturally you need to contextualize the conversation and make clear this is a though-exercise, not an invitation to jump ship! While potentially confronting, such a process of rank-ordering people’s contribution from greatest to least can be a vital step toward having the kind of open and honest conversations that need to happen in effective teams.
 

Skills + behaviours = great performance
 

Finally, besides offering the quote that heads this post, Jason Flanagan of BT Financial Group gave some ideas on how to engage with your talented up-and-comers. He described how "high-potential" staff are matched with internal projects that tackle real business problems (e.g. bureaucracy-busting, new product development, etc.). Here I’d like to introduce a distinction that helps make sense of why this is a great example of people development that’s engaging too.
 

A skill is defined as "the ability to do something well" and is essentially the knowledge gained when for example you learn a tool, process or concept on a course. A behaviour, however, is "the way in which one acts or conducts oneself, especially toward others" and manifests in the actual application of skills and knowledge - in real business contexts, on an ongoing basis.
 

So giving your top talent projects in the business is a great idea because it ticks many boxes:

• they get the recognition they deserve (often worth as much or more than money) and a chance to strut their stuff
• as they work on the project there’s a chance to identify skills gaps that may emerge and target them for further development (so you can send them on courses, e.g. effective communication skills, project management and the like)
• perhaps most importantly, projects offer a practical way to apply their skills in real-world business contexts; combined with an effective mentoring/coaching program this means they learn a skill, give it a go through "live" application, talk through the results, then make needed adjustments (a double-loop learning process crucial to embedding a skill as an ongoing behaviour)
• and all this development is not extra-curricular and in addition to their day-job, but sits within the organization and produces useful outcomes for the organization.

In sum, these were a couple of informative and useful conferences, filled with "war-stories" and good ideas from HR and Comms professionals. Their stories clearly made the point that your engagement strategy will stand or fall based on the ability of your people managers to make it real as they engage with people. The stories that are alive in your organization will grow and thrive to the degree that you’ve got talented managers breathing life into them - so it makes sense to set them up for success. 

And for those who don’t have a part to play in your story’s future, you need to actively do what’s right for them and your organization by applying the other basic use what works principle: if something’s not working, stop doing it!
 

Hope you found these ideas useful and they take you a few steps closer to good people engagement, increased contribution and better business results.

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Thoughts and themes from an EE conf in Melbourne

Just wrapped up the Melbourne Employee Engagement conference and a couple of clear themes emerged:

• There's great value to be gained in giving your people access to the senior leaders in your organization - if that's not possible, remember that it's your people managers who will need to carry your engagement efforts.
  
• High salaries and a great safety record only get you so far in engaging your people. If they have to "park their brain at the gate" and get their intrinsic satisfaction (i.e. happiness and real engagement, a.k.a. "flow" experiences) from activities outside work, you've still got your work cut out for you as an organization.
  
• Acquisitions and mergers are a fast way to grow a company and gain needed technology and market share. M&A's attract lots of "bean counters" looking to realize efficiencies...equally important (and too-often forgotten) is the need for people-positive engagement practices. No company ever cut its way to greatness and in the final analysis it's people who make the competitive difference. Great to hear about practical ways to demonstrate the value of the intangible people dimension.
  
• A compelling presentation reminded us all of the power of stories to engage and motivate people. In the same vein, you'll find a tmc-related example of practical application of storytelling in an organizational setting (combined with the solution-focused technique The Affirm) here.
  
• One of my favourite quotes of the conference was from Michael Specht: It's not a social media problem, it's a management problem. If you don't trust your people, if they're already wasting time in other ways, and you give them social media tools - they're just going to go play. Highlights the role of technology as not only an enabler but an accelerator of what's already happening in the organization - hence also an amplifier. If you're disconnected from your people no amount of social media will reverse that trend.
  
• My equally favourite quote of the conference: Change programs [to improve people engagement] are not a sprint. They're a marathon. Enjoyed the insight offered that when leaders and manages fail to communicate using "formal channels," the result is not silence; instead the "informal" communication channels (i.e. the rumour mill) move in to fill the vacuum. For me the interesting question becomes: given that conversations in your organization are happening all the time - what can you do to get positive conversations working for you?

Those are my highlights from the Melbourne conference - tune in next week for an overview of both conferences.

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People Engagement sessions in Melbourne and Sydney

I'm presenting a couple of sessions at this year's "National HR Solutions/Strategies Summit" happening on 13-14 May at the Bayview on the Park in Melbourne and on 17-18 May at the Amora Jamison Hotel in Sydney.*

The sessions are entitled, "It's not Business. It's Personal" - People Engagement that works, on how to use the people-centred practices of Appreciative Inquiry and the Solutions Focus to turn engagement strategy into everyday reality. 

There's a white paper on the subject too, a version of which will be available via this blog in the near future.

For the moment, here's an excerpt from the report summary below:

High people engagement is a hard thing to get right but the payoffs are tremendous – in monetary and nonmonetary terms, including:

•  improved operating income and higher profitability 

• better company performance 

• lower staff turnover, absenteeism and sick leave 

• better customer satisfaction and increased sales

Engagement describes a relationship and, like any relationship, it takes time and constant attention to nurture its development. And business-as-usual doesn’t cut it. Because it’s not business, it’s personal.

Making business personal means having a people-positive culture. Appreciative Inquiry and the Solutions Focus offer practical, action-based ways to quickly bring out the best in your people and, by extension, your organization.

The Solutions Focus in particular is such a SIMPLE (though not easy!) approach that people quickly find themselves asking different questions and interacting in more positive and productive ways. And so “the way we do things around here” starts to shift in ways that actively engage people, because they’re the ones doing the shifting.

Your organization’s engagement strategy will stand or fall based on the ability of your people managers to make it real as they engage with people. Think of the numerous touch-points in your organization where engagement is created (or lost) every day. Equipping your people managers (a.k.a. your engagement allies) with these AI and SF tools can speed up that shift toward a healthy engagement culture.

Remember the engagement gold standard: when your culture fosters adult, two- way relationships between leaders/managers and employees, in which challenges are met and goals achieved, you get good people engagement, increased contribution and better business results.

Turn the “soft stuff” of human behaviour into your competitive advantage by engaging the whole person: make your business personal.

Apprentice week 4 analysis, RWA: Coaching for high performance

Summary: Today's post reviews episode 4 of The Apprentice Australia and offers a Real-World Application (RWA) on "Coaching individuals for high performance," in organizations and on their own.

To learn more about how tmc coaching can help you and your organization, read this 2-page overview on tmc coaching, learn about the Solution-Focused coaching style, or simply email Todd.


Review of episode 4: Pub Nights in Mudgee

The Boss: Mark Bouris
In the time between last week's episode and this one it seems Mark Bouris has reflected upon and/or received good counsel about his decision making in the Boardroom. I suspect this week we're starting to see more of the good judgment that's made him an Australian business success story.

This time in the Boardroom when both Heather and MaryAnn took full responsibility for aspects of their team's shortcomings - with MaryAnn even offering to forfeit Team Pinnacle's clear victory on ethical grounds - Mr Bouris praised rather than punished their displays of accountability. In addition he came down much harder on potentially misleading advertising and in so doing remedied the errors in judgement that I thought he made last week.

Another development in the Mark Bouris' style this week was what I think is a useful shift in perspective. Rather than pressing each team's Project Lead to talk about the "weakest link" in their team, Mr Bouris made several comments on the positive traits he saw in team members - which recalls the ideas offered in the analysis of episode 2 on giving feedback using the Affirm technique.

Offering someone positive feedback doesn't mean you close the door on pointing out his/her areas of development (which we've all got!). On the contrary, it's a highly effective way to help the person stay on top of his/her emotional reactions and win the Battle inside their Brain.

Neuroscience is beginning to offer hard evidence to help explain what we implicitly know from lived experience. In particular, it suggests that the "Command and Control" approach isn't an effective way to motivate, develop or lead people. When we feel threatened and get defensive our capacity to pay attention, take in new information and process it creatively essentially disappears.

In The Apprentice format, the people who get the most feedback in the Boardroom on their performance (and especially areas for development) are typically the three who are up for elimination. True, this ensures they will pay close attention to what's said, but for one of them the feedback will come too late to be effectively applied in further weeks. This week's trio on the hotseat were from Team Eventus.

This week in the Boardroom

As Team Eventus Project Lead, Heather again exhibited the sort of controlling behaviour that she did in episode 2 when she was put in charge of designing the cereal box graphics. This week did not use a consultative decision-making style and instead quickly arrived at what she thought was the "right" decision on the price for the evening. This was followed by a lot of positive talk (e.g. This is going to be great! It's going to be awesome! Why wouldn't anyone come to a night like this?! etc.) to convince herself and presumably her team that this was the right decision, but this positivity had the effect of making it hard for her team to tell her that they all thought the price was too high.

What ended up happening was the team fell victim to the psychological error of confirmation bias. They saw only the information that confirmed Heather's pre-existing decision about the price - information that ultimately proved inaccurate, since on the night people were unwilling to pay such a high price for the product on offer. Despite a last-minute inspiration to raise more money with a raffle in the bar, her team lost by over $1,000 ($2,814 vs. $3,930).

In the Boardroom Heather was credited with being "passionate and optimistic" but this loss caused her to "eat humble pie". Asked why she should stay, Heather could muster little more than, "I have so much more to give". She was advised by Mr Bouris to improve her management skills, which I'd suggest would among other things involve her learning to hear other people out rather than jumping prematurely to the one, "right" decision. This is a team member with great potential but as Mr Bouris suggested, could definitely benefit from some coaching to frankly assess her own strengths and weaknesses and clearly identify what she has to offer.

This week smooth-talking charmer Gavin missed a trick by failing to think of the table sponsorships idea - a financial blunder that cost his team the victory. Though in the Boardroom he made much of "putting his hand in" and actively participate in every project, and though he was credited with confidence and persuasiveness, he was faulted for seeming unwilling to take accountability when things fail to work out as planned.

As before, Gavin needs to do more than look good and speak well. Mr Bouris pointed out that he is "the guy the team looks toward" when they need leadership and stated, "You've been too measured...I want to see the real Gavin, I want to see the best come out of you from now on." While he is clearly strong at the intangible areas of relationship development and team building, a development area for Gavin continues to be producing tangible practical results - in this case, setting a course of action and sticking to it, not getting distracted by the dancing girls, costumes, making friends and doing deals. While clearly adept at playing to this strengths, Gavin could usefully be coached to become aware of his blindspots and formulate a course of action that addresses them.

It was hard not to feel for Blake this week, whose halting performance in the Boardroom exhibited a clear lack of confidence, even a bewilderment at what was happening around him, and a lack of energy to fight for his own survival. He was faulted by Mr Bouris for not stepping up on decisions and for flying under the radar, which Blake said he "does not do on purpose." Yet when asked why he should stay could only muster: "I don't have the background [in marketing]...I have skills but not experience. [...] I'm here to work for an organization I can build a career out of" - hardly a compelling case of value-add to Mr Bouris' organization.

Self-doubt of this sort is normal and we all experience it occasionally (otherwise we'd risk becoming thoughtless automatons or egomaniacs). The time and place to express it, however, is not the kill-or-be-killed Boardroom setting. This is a clear case of someone whose performance is slipping and could benefit from coaching. A coach could help Blake to a) identify what he wants and b) develop an practical action plan that plays to his strengths, to help him focus less on apologizing for what he can't do and get the best results from those things that he does well.


Real-World Application (RWA): Coaching for high performance

I liked the moment when Mark Bouris mused aloud, "there's some positives there, we've got to try to figure out how we get the best out of them." Above I've suggested some ways that coaching could help develop these three people. Similarly, in previous reviews I've highlighted personality and character traits that would be useful to explore and develop in a coaching conversation.

When I speak to people about coaching, however, I notice there's a lot of confusion about the subject. Since coaching came into vogue in the business world some years ago there's been an explosion in both the different kinds of coaching on offer (executive-, business-, skills-, team-, behavioural-, personal-, life-, sports-, health-, and even dating-coaching!) and the sheer number of people who now call what they do "coaching"...with widely varying degrees of expertise. There seem to be a lot of misconceptions these days about what a coach does and how the coaching process works.

Here are my views on coaching - what it is, what it isn't, and what it can do for you and your organization.

"Hey, I don't need therapy!!"
Some people shy away from coaching because they think it's going to get all soupy, emotional or just too personal...like some kind of therapy or counselling. Broadly speaking, while therapy tends to focus on feelings and experiences related to past events, coaching is oriented towards goal setting and encourages you to move forward. So you don't have to be sick to get better: while therapy aims at helping a dysfunctional person to become functional, coaching helps a functional person to achieve high performance and is action-oriented. The focus is on where your are right now, where you want to be, and how you can get yourself there.

"How's that different from having a mentor?"
Mentoring differs from coaching in both the type of expertise on offer and the nature of the relationship. A mentor typically has years of experience in the field, someone who is able to offer advice from the perspective of "been there, done that." The means the mentor is usually older and more experienced than the person being mentored and the relationship is more teacher-pupil. An important difference from coaching, then, is that a coach does not need any expertise in the client's field of work, while a mentor provides the perspective of "when I was in your shoes and facing the same situation, here's what I did...."

Coaching for high performance
A coach works in side-by-side with you to explore your current situation with the objective of identifying what you want to achieve and creating a plan of action to help you get there. In this process the coach does not have to be an expert in the client’s business - the client is the expert. The coach's expertise in this partnership is to serve as a sounding board and to occasionally reflect back certain information (like recurring themes or patterns).

Note, however, that the coach does not have the answers. The coach's role is to ask useful, thought-provoking questions - ones that encourage you to find your own answers and clarify your own thinking. The real value of a coach is to help you draw on your own wisdom and insight, arriving at your own conclusions and resolve to address the situation with practical action.

In this way a great coach is a little bit like Lao Tzu's definition of a great leader: "...he who the people barely know exists and, when his work is done and his aim fulfilled, people will say: we did it ourselves." Or as renowned psychologist Carl Rogers is credited with saying, "in order to truly help someone we must be able to enter their lives, help them resolve their issues and then exit their lives without them ever knowing we were there."

How can organizations and individuals benefit from coaching?
While it's tricky to put a precise ROI on an intangible service like coaching, here are a few stats that have been compiled over time:

• A study of Fortune 100 executives found that coaching resulted in an ROI of almost six times the program cost as well as a 77% improvement in relationships, 67% improvement in teamwork, 61% improvement in job satisfaction, 48% improvement in quality. (Manchester Consulting Group)
• Productivity increased by 88 percent when coaching was combined with training, as compared to a 22 percent increase with training alone. (International Personnel Management Association)
• A study of a Fortune 500 telecommunications company found that executive coaching resulted in a 529 percent ROI. (MetrixGlobal)
• Productivity among salespeople who had participated in an intensive coaching program rose by an average of 35 percent (Metropolitan Life Insurance Company)

Related previous posts:
Analysis of episode 1, RWA: Foundation & Force
Preview of episode 2, RWA: Conflict Management
Apprentice week 2 analysis, RWA: Giving/Receiving Feedback using Head & Heart
Apprentice week 3 analysis, RWAs: Team Leadership and Setting a Team Culture

Credits: I gained useful insight and the ROI stats, from Dutchcoach. Photo of Heather by Richard Polden.

tmc continues to expand and develop - latest update

And now we'll pause for these brief messages...

I've long advised my clients: in a time of change, even if you've nothing to say, you gotta say that there's nothing to say...

Rather than leave the tmc blog to languish, I am writing this post to let readers know that there will be a short interruption in regular posting over the next few weeks, so that the posts that do appear will do so on a more sporadic basis.

Ultimately, the blog will migrate to the soon-to-be-launched tmconsultancy website though it's not yet clear what will happen to the content already posted on this blog and the subscriber list that it's attracted. When those decisions have been made I will be sure to alert subscribers to any changes that will affect them.

In the meantime, a short reading list
To keep your nimble minds occupied, below are links to some recent stories that I've found to be of interest. Who knows, they may yet become blog posts as well but for the moment I offer them for your edification and amusement.

We learn more from success than failure - which supports a central tenet of solution-focused practice: it's important to emphasize when things go well and what people do right instaead of dwelling on what's wrong/barriers/obstacles/blamestorming, etc.: http://web.mit.edu/newsoffice/2009/successes-0729.html

Old folks tend to be happier folks (see the original press release with a link to the research article here) - essentially as people grow older their experiences enable them to put things in perspective and de-dramatize things that might otherwise seem to be a Very Big Deal. This is similar to the process of how we accumulate the consolation prize of old age: wisdom. In a previous post (What are you thinking? Choose Wisely!) I talked about how people tend to become the way they consistently behave, or: momentary states can become enduring personality traits.

Finally, a recent paper by authors at the consultancy McKinsey & Co. entitled The Irrational Side of Change Management is, I think, a laudable effort at explaining why rational change management models fail to grasp the inherent complexity of human behavioural interaction. Or to put it plainly: people ain't machines. They don't have "levers" and "drivers" or even pumps and pistons, though they do have hearts and legs, and are happy to engage the latter if the former aren't (but that's another article). The McKinsey piece works because it acknowledges two systems at work in human decision-making...though rather than "irrational vs. rational" let's substitute emotional limbic and rational cortical - the two systems that run in parallel (or sometimes competitively) in the brain.

OK happy reading and more news as it develops!
(NB: You can also follow me on twitter for occasional updates on tmc doings.)
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Presentations at EBTA, IAF Europe, NeuroPower Symposium

September this year will be a busy month for Todd, who will present at three conferences in Europe and Australia.

Imagine - EBTA 2009

At this year's annual conference of the European Brief Therapy Association in Helsinki on 04-06 September, Todd will present a 90-minute workshop entitled Making Integral Theory practical, or, Wilber in the real world

Abstract: Integral Theory is a powerful explanatory theory (it is, after all, based on Ken Wilber's ambitious book "A Theory of Everything") but how can we practically apply it for people and organizations? And what is the link to Solutions Focus practice in particular?



In this session you will: a) learn how to apply this theory to coaching, consulting and communications in real-world settings b) experience the benefit these insights can bring as you share your ideas and thoughts with fellow participants c) discover how to apply the knowledge to your own practice. No previous knowledge of Integral Theory required.

You can register to attend this conference here.

IAF Europe 2009

The 2009 conference of the International Association of Facilitators Europe in Oxford, UK runs from 18-20 September. Todd is presenting two interactive 90-minute sessions: The facilitator as coach and Identify and deliver on your personal brand.

You can register to attend this conference here.

NeuroPower Symposium

A symposium to be held in Sydney on 24-25 September will explore the practical management, leadership and organizational applications of what the latest neuroscience insights and brain research are telling us about human behaviour and social interaction.

The event features Peter Burow (Australian consultant and developer of the NeuroPower system) and Professor Matthew Lieberman, an expert in the field of Social Cognitive Neuroscience who co-directs the SCN Lab at the UCLA Department of Psychology.

At the symposium Todd will present a case study of his work over a two-year period with a management team at Lloyds TSB Bank in London.
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A positive New Year's resolution for 2009

Greetings from one of the places where the New Year 2009 had its earliest beginnings: Sydney, Australia. I sincerely wish my readers health, happiness, growth and learning this year - and I hope that you look forward to achieving your goals even as you appreciate the good things that happened for you in 2008.

At this moment of good intentions, hopefulness and a fresh start to the year, I'd like to suggest a New Year's Resolution that I know will bring delight and greater happiness to those who decide to have a go.

Like most things that consistently work well, it is based on common sense and is not very complicated. In my work with both individuals and groups of people, one of the things that has most often delivered positive outcomes and, well, there's no other word for it, a "feel-good" atmosphere is: the practice of offering sincere, positive feedback to other people.

The Affirm

The technique that describes how to do this most effectively comes from the world of solution-focused practice and is described in the book The Solutions Focus: Making Coaching and Change Simple (Jackson/McKergow 2002, 2007).

The Affirm is a deceptively simple, yet highly effective tool, one that is based on the principle that people feel better (and in organizational terms perform better) when they are appreciated and their strengths, talents and attributes are noticed in a positive way. Giving sincere, positive feedback is one of the most underrated tools in the box. It seems we are stronger at spotting mistakes and homing in on what’s wrong or not so good. And yet how many of us do not warm to the praise of those around us and feel pretty good as a result?

So is this just a matter of giving compliments willy-nilly to anyone and everyone?

Well, no.

You'll have noted by now that I've mentioned the word "sincere" several times. To identify the sort of compliments that leave people deflated and cynical, rather than buoyed-up and energetic, I invite you to imagine the manager who delivers, with the emphatic two-thumbs-up gesture, a loud: "You guys are GREAT!" Such a comment misses the mark entirely because it is insincere, it's unspecific and it's so open-ended as to be totally irrelevant to the receiver.

By contrast, Affirms work as effective positive feedback because they are:

• Authentic and sincere,
• Specific and detailed,
• Relevant to the context

So if, using these points as a guide, we were to coach our well-meaning manager in the example above, he might revise his comment to the team to sound something like, "I think it's great the way you guys worked together to get that widget proposal delivered yesterday - even though there were different ideas on how to get it done, I really like how you managed to build on each other's contributions and produce high-quality work despite a really short lead-time. Well done!"

By cleansing the practice of complimenting others from the stink of insincerity, this technique helps to create a more positive environment, one where it's OK to give and to receive sincere positive feedback and to look for what's working rather than what's not working. It's not only a great way to mind your use of language to help spread some happiness and positivity in the world, it's an absolutely essential ingredient in effective engagement of people and the creation of high-performance teams in the workplace.

Most astoundingly, it can even be used to turn around some quite negative situations. If someone is complaining or "having a moan" about something, you can even Affirm them in such a way that they actually feel heard and are more likely to stop moaning and get on with something more productive!

Because you affirm the person's underlying strength, talent or attribute rather than the moan itself (which is really just a symptom, a transient reactive emotional state they've been triggered into) you actually enable the person to get back in touch with their higher cognitive and more noble qualities. With a gentle prod you can help them become more resourceful and actually get on the path to solving their own problems instead of inflicting them on everyone around them.

Check out this Affirm activity as an example of how this can play out in real life - from my own experience, I've had great results introducing it to people who very quickly get in the spirit of things and revelled in the challenge of finding the person's positive noble qualities lurking beneath even the most cantankerous moaning and bellyaching.

I wish you every success with your Affirming in 2009!
TM

What makes you stronger? Resilience & meaning-making

Traditional Western psychology suggests that the cause of people’s psychological problems lies in what happened to them in the past. According to this view, at some point early in each person’s childhood something “bad” happens (a trauma or an unfulfilled need). As a result, that person will spend the rest of his or her life repressing, compensating, avoiding or exhibiting any number of other problematic behaviour patterns based on reaction to that initial “bad” thing.

And so we get the simplistic and linear equation:

difficult childhood = problems as an adult

and the corollary:

adult with problems = adult must have had a difficult childhood.

Yet there are countless examples all over the world of people who have had terrible experiences as children – including those displaced by war, famine, poverty and other extreme situations – and yet they have managed to develop into well-adjusted and even happy people. Meanwhile, sadly, there are people who struggle with serious problems as adults who had relatively happy childhoods.

So the linear equation does not hold true – there seems to be something else at work here.


Resilience and meaning-making

Resilience describes the human being’s ability to survive, recover and persevere against various obstacles and threats.

Some people are made stronger rather than weaker by their past life experiences – how does this happen? Interestingly, much of it has to do with the story that you tell yourself about what happened.

Our brains are meaning-making machines. It’s a process that happens automatically and continually. What this means is that we constantly create narratives to make sense of our lives and the world.

The good news is that since we each write our own narrative or story about the world, it is entirely within our ability to change that narrative to create one that serves us better as we grow and develop through life.

You can create a narrative that promotes self-respect and hope without distorting the facts. This is a more comforting and optimistic view than the problem-focused approach most often used in traditional psychology – but is this just being a Pollyanna slapping a happy face on tragic situations?

No it’s not.


Was mich nicht umbringt, macht mich staerker

“What does not destroy me, makes me stronger.”
- Friedrich Nietzsche


In his excellent book It’s Never too late to have a Happy Childhood, Ben Furman cites research on how people recover from catastrophe and crisis which suggests the key factor in recovery is how people choose to make meaning of what happened.

After a bank robbery, for example, it is important that the staff has a chance to talk about what happened immediately and that everyone present during the robbery receives positive feedback. Everyone should be able to think that their reactions were meaningful, or at least understanding and normal in the circumstances. They should realize that each of them acted the best they could in that situation. [p52]

Taking this example to the wider context of how people make sense of childhood traumas and past problems in life, Furman continues:

The past is a story we can tell ourselves in many different ways. By paying attention to the methods that have helped us survive, we can start respecting ourselves and reminiscing about our difficult past with feelings of pride rather than regret. [p56]

You’re not “broken”

Admittedly, “bad” things do happen to people. The view offered in traditional Western psychology is that people are somehow “broken” or “defective” as a result and their life’s task is therefore to overcome past traumas.

What if it’s the case that people are capable of all things, but circumstances and “bad” events cause them to play to certain of their talents and abilities more than others? This is quite a different view, which suggests: people are not broken, they’re just not accessing everything that they were born capable of doing. So faced with life’s challenges, people develop “strong suits,” their default, habitual mode of behaviour - but there is absolutely nothing to suggest that they cannot develop their full potential and diversify across the full range of human abilities.

Viewed in this way, our past difficulties become a rich source of evidence for our own coping abilities and resilience in the face of adversity. We can rewrite our narrative to describe how the things that did not destroy us have in fact made us stronger and better able to withstand adversity. Furthermore, we can explore the full range of our talents and how they can help us to grow into well-adjusted and fully-functioning human beings.

We can come to view our past hardships as something of a gift. I heard a proverb once that is, I think, of Chinese origin:

One disease, long life; no disease, short life.

I take this to mean: if you never face adversity, you will be more likely to succumb to the first major problem you encounter; whereas, if you have been strengthened by the things that have challenged but not destroyed you, your resilience is much greater.

The thought I like best from Furman’s book is that everyone is due a certain amount of happiness in life. If you didn’t have that happiness in your childhood and early life, imagine how much more you can expect to find later in your life!

Wishing the world were other than it is gives you nothing more than a potent recipe for unhappiness...acting to make it what you want is a step toward happiness and satisfaction. So – get started on rewriting your narrative today!
TM

Global outbreaks of Framework Fatigue and Model Mania

In my recent travels across Australia, the UK, Canada and Asia, I've been talking to businesspeople and consultants about what tools and consulting approaches help them to achieve practical and sustained results - in their lives and in their businesses. In these conversations I have noticed two trends: framework fatigue and model mania.

Framework Fatigue

There are many, many models, personality profiling tools, psychometric assessments, systems and frameworks in the marketplace today. You've doubtless heard of them, possibly used them, possibly been subjected to them. To name just a handful:

• MBTI - Myers-Briggs Type Indicator
• JTI - Jung Type Indicator
  
• KTS - Keirsey Temperament Sorter
• FIRO - Fundamental Interpersonal Relations Orientation
  
• DISC - four quadrant behavioural model
  
• NLP - Neuro-Linguistic Programming
• EI - Emotional Intelligence
  
• AI - Appreciative Inquiry
• SF - the Solutions Focus
• CBT - Cognitive Behavioural Therapy
• BT - Brief Therapy
• NVC - Non-Violent Communication
• VIA Signature Strengths Survey
  
• MBS - Management by Strengths
• Strengthsfinder by Marcus Buckingham (Gallup)
• SDI - Strengths Deployment Inventory
  
• HBDI - Herrmann Brain Dominance Indicator
• Systems thinking (e.g. Senge's Learning Organization)
  
• ICP - InterCultural Competence Profiler
• ILA - InterCultural Leadership Assessment
• Belbin Team (Roles) Inventory, a.k.a. Self-perception Inventory
• LSI/OCI - Life Styles Inventory/Organizational Culture Index (Human Synergistics)
  
• LGAT - Large Group Awareness Training (Landmark Forum, Goldzone)
  
• (...and the list goes on...)
  

Are you starting to get a case of information overload? Well that's what framework fatigue feels like. So that you can find your way out of this maze, and in the spirit of full disclosure, I'll give my view.

I have used some of the frameworks listed above in my own consulting practice to good effect with clients, notably Solutions Focus, Strengthsfinder, NVC, some systems thinking and some of the ones based on Jungian psychology. Of the others I can say that most are sound, useful and provide some insight to certain areas of human behaviour and performance. Then there are the bad apples; a few have decidedly poor reputations.

Model Mania

You may have had the experience where, despite their better natures and good intentions, enthusiastic people skilled in a given framework, system or method will claim for it explanatory powers far beyond what the thing was ever built to do.

This is model mania: the belief that the entire world can be understood through a particular lens, often to the exclusion of most (if not all) others.

In the famous turn of phrase offered by the American financier and Presidential advisor Bernard Baruch: "If all you have is a hammer, everything looks like a nail."

I've always been partial to a 'toolkit' approach, and in my consulting engagements always look to 'make it fresh' for each new client, using the tools appropriate to the context and issues present each time.

For those of you faced with so many available options and with so many of those options claiming to be all things to all people, how do you know which one does what, let alone which one works? I offer the following checklists, the first one what to beware of, and the second what to look for.

Checklist: what to watch out for

If you observe the following, it's time to ask some hard questions. If the framework, model or system:

• Actively fosters long-term dependence on the consultant or service providers
• Features a lot of hard-sell and constant expectations of signing up for more 'advanced classes'
• Uses processes that are done 'to' you rather than 'with' you
• Keeps materials, tools and mechanics of the actual processes a tightly-guarded secret from you
  
• Categorically condemns certain forms of human behaviour while others are lauded in an unqualified manner (i.e. stop all 'red' and 'green' behaviours in favour of doing only 'blue' ones)
• Encourages you to recruit others (family, friends, colleagues) in an ever-widening, Borg-like assimilation process
• Makes far-reaching explanatory claims across all aspects of human behaviour, as seen through a single keyhole view
  

Checklist: what to look for

To get the best long-term value and real results from your time and money invested, you should reasonably expect the following from an explanatory framework focused on human behaviour:

• Transparent - the tools are put in your hands for you to use for yourself with guided tuition
• Holistic - it has language that works 'from the boardroom to the boilerroom' and all the moving parts work well together
• Integrated - the framework features both internal consistency and an ability to coexist harmoniously with other explanatory models in your existing 'toolkit'
• Humanistic - its tenets line up with what the great traditions and civilizations of the past have had to say about human behaviour, personality and group interaction
• Scientific - uses the latest neuroscientific insights on brain function in a practical applicable way
• Empowering - offers insights to identify blind spots and reactive behaviours, in order to break repetitive patterns of unhelpful behaviour and help you achieve what you want for yourself
• Positive - is based on the belief you are not 'broken' and focuses on helping people achieve all they are capable of being by accessing their particular gifts and talents
• Developmental - describes the process toward personal integration and realization of one's full potential
• Interactive - more than a model for self-awareness, it gives you the tools to better interact with others and relate to them emotionally, cognitively and behaviourally
• Versatile - has application to the fields of self development, effective communication, management skills, fostering better leadership, transformational change in organizations, interpersonal relations, negotiation, sales skills, persuasion and influencing, difficult conversations...
• Practical - results-focused and applicable from the very first day of training

Having used and studied most of the frameworks on the long list at the top of this post, I can say that I have yet to see one that ticks all the boxes of the list immediately as well as the NeuroPower framework.

What is most positive about it is that I have not needed to 'unlearn' any of my previous training. The NeuroPower framework (as developed by author and strategist Peter Burow) is an integrated toolkit of useful and practical tools based on neuroscience and brain function. There is plenty of room for other tools and methods that you are already using and that work - because if they work, they must by definition line up in significant ways with brain function.

In this way NeuroPower happily coexists along with other methods and systems...though it's possible that once you have experienced its holistic nature and powerful explanatory insights into human behaviour, it may become your preferred toolkit for any number of applications!

As always, to find out more you can email me to talk about how I am using NeuroPower in my work with clients around the world.
TM

Great Expectations = Great Results

Most of us are familiar in broad terms with the placebo effect, a case of mind- over-matter whereby pills or treatments with no medicinal value produce results that are experienced by the patient as real.

Is it the pill, or the person? Medicine...or mind?

A recent New Scientist article, “The power of belief,” (23 Aug 2008) described some recent research on the placebo effect that I believe effectively points up the power of the mind to produce results based on the power of expectation.

The article outlines the role that expectation and the mind play in the physiological processes that have traditionally been the exclusive domain of evidence-based (and fairly mechanistic models of) medical and pharmacological practice.

“The very act of administering a drug activates a complex cascade of biochemical events in the patient’s brain,” states the article, whereby a drug interacts with “expectation-activated molecules.”

In one case a painkiller was administered without the patients’ knowledge and actually had no effect – the speculation being that the administration of the drug actually requires a reaction whereby the mind stimulates the production of the body’s own natural painkilling endorphins.

Even with drugs that do have direct effects independently of patients’ expectations, the strength of these effects can be similarly influenced by expectations. For example, if you do not tell people they are getting an injection of morphine, you need to inject at least 12 mg to get a painkilling effect, compared to a much lower dose if you tell them what they are getting.

And in an experiment based on reported experiences of pain sensations along a spectrum from mild to severe, the subject had been conditioned to expect that all shocks administered in conjunction with a flash of green light would be mild while shocks with a red light would be severe.

At the end of the experiment, he reported all shocks – even those at the severe end of the spectrum, to be mild because they were accompanied by the green light. His expectation had been set by the positive suggestion and in the end produced results that he experienced as real. Bear in mind: this effect took place even though the subject knew that the experiment concerned the placebo effect.



In a scenario closer to home, my brother Trent in Canada told me today that he had tried something new with his son. Before his son’s recent hockey tournament, Trent told his son that he believed in him, that he knew he would do a great job and would play his absolute best, and that no matter what the outcome, he was proud of him for being in the tournament.




His son Mitch went on to play his best games ever during a series in which his team was undefeated. A coach remarked that Mitch should have had the tournament puck and been MVP for the calibre of play he exhibited – like nothing he’d ever seen Mitch do before.

Contrast this with the dads you see screaming at their kids from the side of the football pitch, telling them everything they’re doing wrong and how they should change. I can tell you which dad most kids would rather have at their games – and I think most of us would feel the same.

The lesson seems clear: focusing on what people do well and providing an expectation of a positive outcome engages people’s brains and minds in the task at hand, helping them tap into their full potential to produce great results.

TM

What would you rather do: change…or grow?

Last week I posed the following question as a poll: “Imagine you are asked the following question by someone significant in your life - a loved one, girl/boyfriend, spouse, colleague, or your boss: What would you rather do, change...or grow?” With thanks to poll respondents, 80% of people said they preferred the idea of growing to that of changing. Now I’d like to offer a few of my thoughts on this subject below.

You’ve heard the old saying, “people don’t change, not really”? Well, there's good reason why it's true. In neuroscience terms, we are creatures of habit. The parts of the brain that enable us to practice discernment and make complex compare-and-contrast decisions are very energy-hungry. So to free up vital resources, the brain automates as many cognitive processes as possible.

As an example, have you ever arrived at a place you’ve driven to many times, like your workplace or girlfriend’s house, and been totally unable to recall your drive over? That’s because your brain automated the series of actions required to drive there, to the point that you can do the drive with hardly any conscious (energy-consuming) attention. If something unexpected happened of course you’d react, but otherwise you’re largely on autopilot and your brain energy is devoted to other thoughts.

Problem is, sometimes our well-established habits no longer serve us very well. Since it’s futile to do the same thing over and over and expect different results, what’s sometimes required to achieve our desired goals is behaviour that’s different from what we have habitually done.

Now, whether it’s in a relationship or business setting, asking a person to “change” can easily be understood to imply that there is something “wrong” with him or her. On this view, our resistance to change stems from a belief that we’re somehow not “good enough” as we are.

So how can people get to do things differently in order to achieve a different outcome in their lives?

Recently as I struggled with a very troublesome issue and expressed impatience with my own efforts, a friend and mentor said to me, “You know, you’re more powerful than you realize.”

This bit of frank and direct feedback stopped me in my tracks. Notice he did not say, “You know, you really need to change your approach” and proceed to give (mostly unwelcome) advice on how I might go about doing so; rather I experienced this an invitation to tap into resources that I already possessed.

I mention this because one of the central axioms behind the work that I and my associates do with the NeuroPower framework (developed by author and strategist Peter Burow), particularly as it relates to this thorny area of change, is that people aren’t “broken.” This is a profoundly solution-focused and positive view of people that focuses on strengths, resources, skills and attributes – where they are already in evidence and how to bring out more of them in individuals and groups.

With this in mind, we no longer have to insist that people change who they have been up to now. They are not “broken” and must be doing something right to have gotten as far as they have in their lives already.

The value of the “people aren’t broken” approach is that it puts the focus on growing into something that you are already capable of being and in the process learning more about yourself and your interactions.

In other words, this is not about rejecting fundamental parts of oneself, including habits that have been years in the making, in a process of soul-wrenching change; it’s about getting beyond behaviours that no longer serve us well by realizing that we are currently only expressing a small part of our full human capability.

With this I am getting into the task of integrating personality and character - subjects that I touched upon in last Friday’s post and that I’ll surely return to in future posts.

Thanks for coming by, stay tuned for more!
TM