Category Archives: Business

Are we seeing the start of a democratic revolution?

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I’ve been on assignment in the USA for the last year; and want it or not, I’ve been an innocent bystander to the American election. What a show! The interesting thing is, very few people actually believed Donald Trump would make it this far. He seems to have caught a lot of people by surprise; why is he so popular? Deepak Chopra offered an interesting perspective on this the other night in an interview. He believes that Trump represents the “collective shadow” of the American people. He went on to explain that we all have a dark side. That side of us may be bigoted, racist, misogynistic, ageist, or even angry; we generally suppress our shadow in our day-to-day interactions for we have learned that it is improper or not politically correct; and so we tend to hide it. What Trump does through his speeches and is appeal to our dark side, our shadow, and speak out the things many think but our uncomfortable advocating. It is an interesting thought and I’m sure there is some truth to it but I also believe there is more to this story.

Over the last 40 years, the incomes (in real terms) of the American middle class have been declining. Recent articles by the Pew research center support this. Politicians seem to be more interested in lining their own pockets than looking out for the good of their constituents, and once upon a time there was at least some level of bi-partisanship when it came to big issues. In fact a 2015 survey shows a broad distrust in government. Journalism used to be a noble profession, journalist kept politicians and big corporations in check. But with the downfall of newsprint, news organizations are too dependent on advertisers to be controversial. Besides, the election cycle is a bonanza for them; the closer the race the more money is spent on advertising. Last summer NPR predicted that the 2016 election campaign will see roughly 4.4 billion$ spent on advertising. People are just simply dissatisfied and fed up.

Europeans are not much better, they are witnessing wave after wave of immigrants settling in their countries but never really assimilating, and therefore feel threatened. The EU bureaucrats keep coming up with new rules that infringe on people’s traditions and way of living, farmers can’t slaughter their own animals even though it may be for private consumption. The small guys are being pushed out to ensure the big corporations can get a bigger share. In fact Europeans are even worst off because the people dreaming up all the new regulations are not even elected officials! The elected members of the European council don’t have much influence over what goes on in Brussels. That is left to the European commission who’s task, amongst others, is to manage the 23 000 European civil servants.

I believe we are entering an age where people are expressing their dissatisfaction through their votes, a democratic revolution. This is the movement that gave us the Brexit and will probably give us Donald Trump as the next president of the USA.

How many followers do you have?

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Managers push Leaders pull

Managers push
Leaders pull

It has been a hectic winter. Two assignments later, on different continents (not to mention Christmas and then Easter), I realized I have been neglecting my blog and I must apologize for that. Nevertheless, even though my assignments have been quite different a similar theme has emerged. That theme is the importance of leadership and the difference between managers and leaders.

 

Ok I know this is nothing knew and a lot has been written on this subject, but somehow I still run into this issue almost everywhere I go. I guess one of the biggest reasons for this is that true leaders tend to be controversial, they tend not follow orders like a manager would but to seek purpose and understanding; and that can get uncomfortable for senior management. Besides, in the business world, people will rarely get promoted for the leadership abilities but rather for their knowledge of the process. The sad reality is though: the higher you get, in an organization, the more leadership skills you need and the less important your management skills become. It is impossible for a CEO to control everything that goes on in his/her organization, they have to inspire trust and rely on their subordinates. The CEO, who tries to control everything, may run a tight ship but they will inevitably be weak on vision, strategy and direction as they will be too busy trying to control everything.

There is nothing worst for morale than employees doubting the capabilities of their senior management/leadership. They either don’t feel understood, or worst, they feel management just does not care about them. This is why, if nothing else, walking the shop floor is probably the easiest action that can be taken by managers/leaders to reinforce communications and inspire trust. By walking around the plant/area, not only do you make yourself visible and give people the opportunity to engage you in conversation; you can also observe how people work, how they maintain their area of responsibility or pick up on issues you can follow up with managers responsible for the area. However, a word of caution, you need to engage people during your tour, if all you do is walk around without talking to anyone, you are projecting the image of a spy and will be treated as such.

People generally look for role models to emulate. Your role as a leader is to be that role model. Your job is to create purpose for their work, enable them to contribute and provide feedback to help them grow. Managers have subordinates, leaders have followers; how many followers do you have?

“HEIGH-HO, HEIGH-HO, IT’S OFF TO WORK WE GO!”

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Did you ever wish your employees would come to work singing that tune! Well maybe not, but I’m sure you can conjure the image in your mind and I’m sure it has a certain appeal. After all, your employees are the ones you create the value in your products and services; so it makes sense to want to keep them motivated.

As the industrial and then electronics revolution evolved work evolved along with it.  Today’s employees are less relied on for labour and manual operation than their grand parents. As machines and equipment replaced manual operations the employee’s role changed along with it. Today’s employees are relied upon to keep the machines and process running. At first it was with wrenches and screwdrivers now it’s with a touch screen. Work simply evolves along with technology. Nowadays, if you want to stain competitive, you need to invest in people. You may go out and get some specialist for a certain task but technology is changing so fast nowadays that today’s specialist is tomorrow’s dinosaur. So hiring employee with learning skills and development potential is your real insurance policy to sustained growth.

If we look at one of the best, if not “the best”, employer of our times, Google, we can learn something interesting. It ‘s not what you might think. When asked what made employees at Google happy, the number one reason was:” they feel that the work itself is rewarding”.  Google provides meaningful work for its employees. Sure it also goes out of it’s way to provide a conducive environment that fosters creativity and it encourages the creative process.  By it’s actions Google the three key ingredients to happy and motivated employees:

-Meaningful work that is rewarding

-An opportunity to participate and contribute

-Feedback for good work in the form of perks, freedom and a good remuneration.

Are you providing the same to your employees?

Are you trustworthy?

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trust2

Recent events in my life have reminded me about the importance of trust. No matter what relationship you look at, business or personal, trust is the key component of its foundation.  No trust, no meaningful relationship; the importance of building trust cannot be underestimated.  Nevertheless, trust is not a subject that is taught, or even covered for that matter, in schools. Sure our parents, or elders, can talk about their experiences with the subject as they sum up what they have learned but it is generally abstract and not necessarily relevant to your own situation.

Fortunately research has been made on the subject. In their 2001 best selling book “The trusted advisor”, Charles H. Green, David H. Maister and Robert M. Galford present a simple, but effective, way to understand the dynamics of trust. Through their research the authors of the book have develop the “Trust Equation”. This simple formula covers the important components that dictate whether you will trust someone or not. The equation goes like this:

Trust_equation

By increasing the elements in the numerator you increase trust whilst by increasing the denominator you reduce or undermine trust.  Although the book was written with business relationships in mind, I have found that it applies to our personal lives as well.   But to really understand the formula we need to look at, and understand, all its variables.

Credibility – has to do with whether one can be believed or not.  Can one present credentials to support their credibility.  Although it is sometimes also referred to as “the words one speaks”, I find it important to consider the other aspects of communication as well.  Classical NLP (Neuro-linguistic Programming) emphasizes that words only make up a small portion of real communication. In his 1994 article, in Anchor Point magazine, Dr. Buzz Johnson claimed that words only make up 7% of communication intonation 38% and body language 55%.  Although more recent studies have challenged the accuracy of the results the concept remains valid: words make up a much smaller percentage than intonation and body language.  This is why I find that all three components of communication need to be considered. Let’s face it you may have a good story but if you are hesitant when you tell it, I will have a hard time believing you. Therefore intonation and body language are also important components of credibility.

Reliability – Has to do with your actions, can you be depended on to deliver what you promise. In business you can think of things like, being on time or following up and sending the material you promised. In your personal life, it often comes down to you being consequent. Are your kids or partner used to you saying something than doing something else or do they “know” that when you have said something you will not change your mind or soften up and cave in somewhere along the way.

Intimacy – has to do with your ability to connect with people and give them a sense of security. While I trained my fellow consultants I used to tell to develop their observation skills; pick up clues in someone’s office about themselves and their personal lives. This could be things like the diploma that hangs on their wall, which university is it from, perhaps you went to the same university; or a family picture, which enables you to ask about their kids and share your own experiences with children; or a vacation picture skiing and you are an avid skier yourself. Whatever the case, someone’s office generally holds clues about their personal lives and the fact that they are on display gives you permission to bring them into the conversation and explore how you can connect with them; ultimately raising the level of intimacy.

Self-orientation – has to do with where your focus lies, particularly with yourself. Since it is the denominator, the less self oriented you are, the better. You may have scored very well on all the variables above but if your counterpart has a sense that you are only thinking about yourself this will strongly undermine their trust in you. You probably have heard the saying: “The truth in selling is that you succeed more at sales when you stop trying to sell. When all you focus on is helping prospects, they trust you more and buy from you more as well.”[i]

In todays world of scams and politicians trust is hard to come by. It seems that greed, and or the hunger for power, will push people to, and often over, the limits of integrity and morals.  People get blinded by the illusion that money and wealth can bring them happiness, and will often sell their souls in the process; only to wake up one day in a big house and an empty life. Money can always buy you “fair weather friends” but it can’t buy you real friendship.

How are you approaching the innovation challenge?

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We live today in ever faster changing times. The industrial, technical and   telecommunication revolution of the end of the last century are quickly being followed by the information and social connectivity revolutions. It has never been easier to learn, create and share.  Whilst a lot has been written about deconstructing businesses and their business models. We have witnessed giants like Eastman Kodak, or Encyclopedia Britannica, who have failed to develop and market innovative products and services as their traditional business models were doomed were being destroyed. There are countless other examples of all sizes and national backgrounds; and they all share something in common: a failure to adapt to changing times, a failure to innovate.  But you better get ready because the next revolution will be the innovation revolution.

But wait innovation “today “is not was it was 20 years ago, it has evolved. Perhaps the best example of a modern innovative company is Apple.  Under Steve Job’s leadership, they explored and exploited other innovation dimensions such as customer experience through: design, quality, ease of use, shops and distribution.  Innovation today is not only about  new and improved products, it’s about the way we see our customers and how well we understand their needs and how we can serve them. Even if the foundation for any successful business is a quality product, there are many other aspects of our offering where a little innovation can gain us a competitive advantage.  It would be foolish to ignore it.

So how to approach the innovation challenge?

Start by understanding “who” your customers are?  It’s ok to serve everyone who wants your product, but its better if you know understand your customer’s buying patterns. Because when you understand, you can better target them with specials and offers that can boost your bottom line.

Once you know whom you are targeting, reflect on their needs. A good tool to help you put things into perspective is the KANO Model. By reflecting, categorizing and weighing and comparing your product/service attributes vs your competitors you can create a clear picture of where you stand. Because over time product attributes have a tendency to move down from delighters to performance and then basics, you can also use the tool to map your innovation strategy for each product over multiple product generation.

Kanomodel

You a can also use the KANO tool for the next phase: mapping the results of your customer’s experience and that of your competitors.

The next phase is to reflect on your customer’s experience.  Ask them for feedback and engage and prompt them to give you ideas; “put your self in their shoes”.   This is can often be a problem as the contacts you have at your customers are rarely the ones using your products.  You will have to put some effort into your initiative if you want real feedback for the users of your product. Sophisticated companies strive to understand the internal dynamics of their customers as to identify the influencers, stakeholders and decision makers with regards to their products. Not getting any complaints from the shop floor maybe the kind of minimal criteria needed to stay in the game, other times it requires a lot more than that.  Whichever approach you pick, to learn about your customers and their organisations, it is important to remember that the rule here is not  “More is better” but rather the opposite “less is more”. For it is important that your customers see actions out of your questions and survey; otherwise they will lose interest and won’t give feedback anymore; you are wasting their time. Just remember that when you ask for feedback you should give feedback in return.

The real news is that individuals and small business entrepreneurs can also use these tools to discover opportunities around them, services that are not being fulfilled or other innovative offerings. By playing to their strengths and turning their weaknesses into advantages they can carve niches out of otherwise saturated markets and distinguish themselves from their competitors just by thinking through their approach to innovation.

Are you using a leadership mirror?

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Courtesy of Dreamwallsglass.com

Courtesy of Dreamwallsglass.com

I recently read a McKinsey Quarterly article on “Why leadership-development programs fail”. The article highlights several factors that, while appearing obvious on the surface, are often misunderstood: overlooking context, decoupling reflection from real work, underestimating mind-sets and failing to measure results.

Since I have personal experience of some of these pitfalls, I thought I could enhance the lessons from the McKinsey article by sharing some of my observations; thus, enabling you to make the right decisions when it comes to developing leaders within your own organisation.

Let’s start with the first pitfall: overlooking context. The article points out that a brilliant leader in one situation may not perform well in another. Although this is not unusual, it makes you wonder whether that person was a real leader to start with. Real leaders are able to anticipate and adapt to any situation because they carry more than one arrow in their quiver. Just because a formula worked in the past does not mean it will work forever. Different situations demand different approaches and tools. Versatility is an important trait of good leadership. People who stick to the tried and proven approach often do so because they are comfortable with it or, even worse, because they don’t know what else to do – not exactly a sign of strong leadership.

But I guess this also proves the point that a generic approach to leadership development – the one size fits all attitude – is not appropriate. Everyone is different; someone’s strength is someone else’s weakness. This almost guarantees that in a classroom setting someone will be bored. This may also help explain why the article points out that adults retain just ten per cent of what they learn in the classroom. Personally, instead of trying to fight against this phenomenon, I prefer to use it to our advantage by pairing up executives who display the opposite strengths and weaknesses. For example, someone with great personal skills could be matched with someone who has difficulties with people but who is brilliant at strategic thinking. This not only helps individuals, it strengthens the leadership team by reinforcing the bonds between senior leaders. This approach also helps bridge the second pitfall – decoupling reflection from real work – because it provides leaders with time to reflect and analyse their own performance in a non-threatening setting. It also encourages growth and development because it allows leaders to monitor their progress – thereby addressing the last pitfall of failing to measure results.

The remaining pitfall – underestimating mind-sets – is more difficult to deal with. In most organisations, there exists a huge gap between the top floor and the shop floor. Leaders are so far removed from the day-to-day activities of the organisation that they have often lost their sense of reality. This misunderstanding frequently leads to suboptimal policies and plays to internal politics and infighting. Without understanding the real organisational dynamic behind undesirable behaviours, it is unlikely that sustainable behavioural change can be achieved. As the article points out, people’s actions are often derived from entrenched beliefs, which regularly go unquestioned simply because they are so obvious. This is where consultants – who are not tainted by years of “business as usual” – can add considerable value. They can provide an unbiased view of reality and identify the drivers of undesirable behaviours. Consultants provide leaders with a unique opportunity to look at themselves in the mirror and map out the shortest way to get results.

Francis Lambert – Zabok, 20 January 2014

Does your organisation have a codex?

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Pirate Codex for 8 year olds

Pirate Codex for 8 year olds

The other evening I sat down in front of the television with my eldest son. The first film in the Pirates of the Caribbean series was playing and, although I had seen the film on numerous occasions, I was just looking forward to us spending some time together. We were not disappointed and had a great evening. But what caught my attention was the part where the governor’s daughter invoked the right of “Parley” from the Pirate Code when she was captured by Captain Barbossa’s crew. Wow, even pirates have a code of conduct! Come to think of it, so do the Mafia and many other successful organisations nowadays.

As we have learned, a code of conduct can be a powerful motivator and engagement tool when used properly; in fact, it is the foundation of most religions – an example being the 10 Commandments, the ultimate code of conduct. So, what is it about them that makes them effective?

Clarity – Both the rules and the consequences of not following the rules are clear, and everyone knows and understands them. Knowing the boundaries of the framework in which we live and/or work promotes trust.

Common understanding  ­–­ Being able to trust that everyone else in the organisation will follow the same rules reinforces our sense of security.

Fairness – The rules are the same for all. A sense of justice is achieved by everyone living and working by the same guidelines, no matter what their position is in the organisation.

Nowadays, it’s not surprising that companies strive to establish common values and a distinct culture, as they have understood the power of codes of conduct. But beware – codes of conduct are like a double-edged sword: for all the positive energy that they can bring about, there is a lot of damage that they can do, as well. Only those prepared to follow all three points above can succeed.

If the rules are complicated and not clear, leaving room for interpretation, then people will invariably interpret situations differently, and this will ultimately undermine trust. If they can’t be sure that everyone is acting according to the rules, then people will become insecure and secretive. If the rules are not applied to everyone, then there will be no role models and no justice – sooner or later, this results in a “what can I get away with” attitude.

Francis Lambert – Zabok, 31 October 2013

Are You Seeing the Forest through the Trees?

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Grand_Portage_Trail_Sign

Probably one of my favourite things about growing up in Canada was summer camp: one full month of outdoor activities and getting close to nature. The highlight of the adventure was the canoe expedition. The camp’s duration was dictated by the age of the participants: 2 days and 1 night for the 6-year-olds and up to 20 days for the 16-year-olds. First, we were put into pairs, then we were off: paddling in the different lakes, setting up camp – the next day, more paddling. The slowly changing landscape in various shades of green, mixed with the peace and tranquillity of the lake and the steady rhythm of the paddling, was sometimes hypnotic and provided many daydreams. But it was not all fun and games. The “portage” – from the French word porter meaning to carry – was a nightmare: we had to carry not only all our gear and backpacks, but also the stupid canoe. The woods were infested with mosquitos, and with the canoe on your shoulders you couldn’t even swat them away. It was enough to drive you mad – and a real test of character. But we went through it – and by the third day of not washing with soap the mosquitos had stopped bothering us.

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The trail was often poorly marked, but after making a few unnecessary detours in the mosquito-infested woods I learnt very quickly how to read a map and use a compass, always looking for the shortest possible way through the woods or the best way to pick up the supposed trail. The interesting thing about a map is that it provides a “bird’s eye” view of the terrain, giving you information about what lies ahead of you – things that you may not be able to see at that moment in time. It gave us a view of the forest. Although we may not have been able to see the other lake, we started our portage, confident that it lay about 800 m to the west, just beyond the hill. We took our bearings with the compass, picked a point in the distance and started walking. Once we had reached that point, we repeated the process until we had reached our destination – the other lake. It’s easy to see the parallels to classic management theory:

1)    Vision:            Reaching our camp site safe and sound

2)    Mission:          Getting there one hour before nightfall

3)    Milestones:

  1. Paddle across the lake to where the trail starts
  2. Portage through the mosquito-infested wood
  3. Paddle to camp site
  4. Set up camp

But, as you can imagine, management theory often differs from reality. So, what is the problem? The bloody canoe! You see, when you walk around wearing a canoe as a hat, you can’t see more than two metres in front of you. It makes it kind of hard to get your bearings and pick a point in the distance. In reality, as 12-year-olds, my partner and I were victims of our own size and youth. Only one person should carry the canoe; that way, you can tip it back and see where you are going. The two-man approach is just not a good option in the woods, but it seemed like our only option at the time – neither of us had the strength to carry the canoe alone. Needless to say, we struggled; we just could not see the forest through the trees. Although we had a map and we knew there was a lake a short walk away, our struggles with the canoe demanded all our attention and drained our energy.

So often in business, we see a similar picture. We all have some kind of canoe to deal with, something that impedes us from seeing the bigger picture by sucking up all of our attention, and, because we get distracted, we lose sight of the objective and the task at hand. In our example, the problem was obvious: the canoe. Although it took us a few frustrating trials, we did figure out a way to make the task easier for ourselves, in the end.

In a business situation, becoming aware of the issues and forces that are obstructing your view of the forest should be your top priority – only then can you deal with them. (That is, of course, if you have already defined where you want to go and what your objectives are.) In most companies, the real boss – the CEO – sits just too far from where the value is created. As commander in chief of the organisation, his role is – like it or not – to give purpose to the jobs of the employees. Failure to do so results in an uncommitted workforce – people just putting in their time for their pay cheque, without much concern for waste, quality or efficiency. Sure, you can invest in quality systems, define standards and measure against them – in an attempt to maintain a high standard of work – but if you can’t get your people committed to their work, you will never make it to the top. You give purpose to people’s jobs by, first of all, sharing a set of values and mores; after all, knowing what to expect from each other gives everyone a sense of security. Therefore, describe the conditions under which the company is operating; talk about the competitive landscape, the strategy and how everyone plays their part in its execution, but, more importantly, break down the task into small enough chunks so that progress can be measured. After all, it is in the day-to-day activities along the value chain where the vision gets realised. If you are not aware of what is obstructing you, then you have little chance of success.

Francis Lambert – Zabok, 18 August 2013

What do you think is the most important thing in life?

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I bet that many of you will be surprised by my answer. If you are thinking water, honour, love or maybe money, you are wrong. I’m not saying that those are not important; they are just not the most important. The most important thing in life is breathing. Stop laughing – I know what you are thinking, breathing is just too obvious. But there is breathing and there is “breathing”; let me explain.

The kind of breathing you are thinking of is the instinct we have to breathe in air and stay alive; whereas the kind of breathing I’m referring to is conscious breathing – or simply put, breathing exercises. The ability to control your breathing has not only physical but also psychological benefits. By controlling your breathing you are able to stay in control of a situation that may otherwise get out-of-hand. Being able to control your breathing means that you can better control your emotions by raising your awareness of the situation.

You may remember that in my blog entitled “The Duality of Individuality” I wrote about the constant struggle we have in our mind between our two brains – the rational and the emotional. I compared this struggle to a rider (the rational) trying to ride an elephant (the emotional). By controlling the act of breathing, the rider maintains control of the elephant.

I believe the real value you get out of breathing properly is a raised awareness. Because you’re mindful of your breathing, each time you take a breath, you consciously correct your breathing technique and, as a result, you raise your general awareness and consciousness. Put it this way, to tame an elephant you require lots of practice and patience. Every opportunity you get to exercise your will over the elephant, and get away with it, you take a step forward. Good breathing habits are just a positive side effect.

Francis Lambert – Zabok, 23 June 2013

Keeping up expectations

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“If you paint in your mind a picture of bright and happy expectations, you put yourself into a condition conducive to your goal.” Norman Vincent Peale

You may have heard me talking about my wife and how we are complete opposites. I like to see it as a “yin-yang” relationship. Of course this also means there is constant tension, which is both good and bad. Good because we are always exploring the limits of our individual comfort zones, and bad because this process requires an endless amount of patience and understanding. One of our recent debates was about a weekend escape I’d planned for the two of us. After 20 years of marriage, I finally convinced my wife that it was okay to leave our kids at home alone. (Our eldest will be 18 in September, and his brother is only 17 months younger.) Eventually, it was agreed that we should go somewhere for the weekend – but where?  This seemed to be an impossible question to answer; there were just too many variables. In the end we conquered our indecisiveness: we just got into the car and left. I figured we would get as far as Zagreb (which is about 25 km away) and then make our decision just where the motorway splits in two. I’m all for adventure and this was certainly testing the limits of my comfort zone. Deep down I believed my wife was afraid of being disappointed; however, not knowing where we were going to end up meant that we had no expectations.

But it is one thing for my wife to choose not to have expectations about her vacation, it’s another when this becomes your guiding principle. Expectations are the carrots that dangle in front of mankind; they pull evolution forward. We see them at the personal level, for instance, a scientist would not perform an experiment if he did not expect some kind of result, or you would not go on a diet if you did not expect to lose weight. However, we also see them at the societal level, where expectations are derived from religious norms and beliefs and guide our social maturity. Expectations are the seeds of hypotheses and science.

You may ask yourself why I chose to write about this; after all, there is nothing new here. But you may be surprised to discover that I regularly observe missed opportunities that are simply due to low expectations. I have also realised that setting proper expectations feeds the “Strength of the Workplace” model of Marcus Buckingham and Curt Coffman, published in their book First Break All The Rules. The model depicts three main elements of employee satisfaction: meaningful work, opportunity to contribute and feedback for good work. Setting expectations reinforces all three elements and enables employee growth and development. The same is true for personal development. Expectations of one’s own performance – be it about staying in shape, attaining at school or triumphing on the sports field – dictates one’s success. Without expectations there are no champions. It is through having expectations that progress is made and learning takes place. You see, expectations allow you to calibrate your efforts and set “smart” (Specific, Measurable, Achievable, Relevant, Timely) objectives that will help you overcome challenges along the way to your goal.

In consulting, one of our favourite tools is getting people to describe what a perfect day would look like and how others would know it was a perfect day. Similarly, we like to ask the “consulting genie question”: if you had three wishes, what would you change about your work, in terms of your job and the company you work for? This line of questioning raises awareness and helps create a vivid image of an ideal situation – even if it’s only a dream at that moment.

By creating a contrasting image of a better environment we raise awareness, which allows us to see the deficiencies and opportunities for improvement in the current work environment. Once we have this information we know where we’re heading. It is then a simple task to divide our journey into several stages, each with its own milestone. These stages, in turn, will get broken down further into smaller measurable criteria and units that will provide the basis for your planning.

It is easy to set expectations for yourself and your team when the purpose is clear, the task is meaningful and you are contributing to make things better. The other vital ingredient is feedback: expectations don’t work if you don’t measure results or don’t get any feedback about your effort. It is all very well if we diligently measure our performance using certain indicators; what is crucial is that we seek an explanation for any deviation from that which we had expected. The indicators you use to measure performance will take on a new meaning when you not only understand them but also are able to influence them with the quality of your work. Analyse the deviation and learn from it, no matter whether it’s positive or negative in its outcome; that is the essence of continuous improvement.

Francis Lambert – Zabok, 12 June 2013