Catch People Doing Something Right

Several years ago I needed to perform a complicated banking transaction on a certain day but wasn’t going to be able to arrive during lobby hours. Having worked as a bank teller back in the day, I knew it would probably prove an impossible request. But to my surprise the bank informed me it would be no problem and they would have an envelope waiting for me in the drive-through.

Another time I was responsible for opening up a restaurant in the morning. When I turned on the lights, I couldn’t believe how shiny everything looked. The place was cleaner than I had ever seen it before. I had to ask around to see who had gone above and beyond.

Yet another time, I needed some repairs done to my car but was on a tight schedule. The mechanic drove me home after I dropped off my car, then called to update me, took my payment over the phone and left my car where I could pick it up at my leisure when my schedule allowed.

Most people are used to getting caught – but it’s usually for doing something wrong. In fact, we’ve become so used to low standards and poor customer experiences that we often expect it. But in each of these cases I shared, the culprit hadn’t done anything wrong, they had done something above and beyond.

What do you do when that happens?

Fishing

Let me answer that question for you. You catch people doing something right. Here’s why it’s so important.

What “the Boob Grabber” Taught Me About Leadership Legacy

I took a college class one semester from a guest instructor who had recently been the president of a large and influential organization. His presidency had lasted over twenty years and he had overseen numerous high-profile change initiatives. I enjoyed the class immensely and was really challenged in my leadership thinking. I even remember staying after class to share some theories I was working on and get his input.

So when I called up a friend who had been associated with the organization this man had led, I couldn’t have been more shocked at what he told me.

Footprint

7.5 New Year’s Leadership Resolutions

This year has just about come to a close. The Type As among us are probably wrapping up their goals and planning for the new year (if they aren’t finished already). The rest will catch up. Maybe.

I saw a great post from Mark Miller last week on New Year’s resolutions for leaders – and it really challenged my thinking. I’m not sure what your leadership goals are for the new year, but if you haven’t thought about it, I’d suggest picking something from these ideas below.

New Years Resolutions

Wanted: Optimists!

Is the glass half empty or half full?

You’ve undoubtedly been asked this rhetorical question before. Apparently how you answer is supposed to quickly reveal whether you are an optimist or a pessimist – and perhaps a lot more about your inner worldview.

I’m not sure what the “right” answer to the the glass question is – although I always think it should somehow depend on what’s in the glass to begin with. But when it comes to being an optimist, I’m am sure of this: optimists are in high demand.

Here’s why.

Glass Half Full

Leadership Profile: Malala Yousafzai

One of the leadership questions I often hear is this: how can I be a leader when I’m so young?

I can’t think of a better example to share than this month’s leadership profile Malala Yousafzai.

Malala YousufzaiI first heard of Malala when it was reported the Taliban in Pakistan’s Swat Valley had attempted to assassinate the then 15 year-old girl on her way home from school, shooting her in the face at point blank range in October, 2012. Her only “crime” was standing up and speaking out for the education rights of girls in the region. After an amazing recovery in Birmingham, England, Malala slowly but surely redoubled her efforts to speak out on behalf of education equality. Her book I Am Malala was released one year after her assassination attempt and she was the youngest person ever to be nominated for a Nobel Peace Prize.

Malala’s media story has yet to peak, but I believe there are several takeaways from a leadership front as well, particularly for young leaders. Here they are:

The Day an Exec Showed Me Up

Several years ago when I was in graduate school, I invested a summer at a major restaurant franchise with the hopes of landing a corporate role after I graduated. I worked with an incredible operator who went out of his way to help me build my network with the corporate staff. Through one of the connections he shared, an area director agreed to stop by the restaurant to chat with me one Friday.

I still haven’t forgotten that day, but not for the reasons you might expect.

Businessmen Climbing

How Do You Diagnose an Organization?

You’ve just been assigned to fix a problem or design a solution for an organization, department or team. Maybe you’ve been brought in as a consultant or joined a cross-functional task force. Regardless, management wants results. Where do you start?

Just like in medicine, the last thing a change practitioner should do is prescribe before diagnosing. You don’t want to “fix” the wrong problem. That usually just makes things worse and hurts your credibility.

So how do you diagnose an organization?

Stethoscope Doctor1

Leadership Profile: Jack Welch

I first heard Jack Welch speak at the Leadercast Seminar in 2013. Even though he was over a decade into retirement and in his upper 70s, Welch’s rich enthusiasm for business and leadership took the audience (and the moderator) by storm. In raising General Electric’s value by over 4000% in his twenty years as CEO, Welch has to be considered one of the iconic American business men of the second half of the 20th century. What surprised me was how much fun he seemed to have in the process.

The greatest part of Welch’s contribution may be in the form of giving back – by sharing his knowledge of business and management with all sorts of audience and through various speaking engagements and books he’s written in his retirement. Here’s a snip-it of what I picked up.

Image by Joshua Zumbrun

Image by Joshua Zumbrun

Dramatize Your Ideas!

I don’t think I’ll ever forget one particular college history class. As a business major, I wasn’t extremely invested and the class took place right after lunch. I remember one student team was scheduled to give a presentation on Ancient Roman civilization. Just as I was about to zone out, the back door burst open and a student with a plastic helmet, a sword and a cape came tearing through the classroom. Hot on his heals came another student in a lion outfit. The lion made a diving tackle right in the narrow aisle between our desks, but the gladiator fought him off, stabbed him and then chased him back into the hallway, slamming the door behind him.

Now I was wide awake and ready to learn about Ancient Rome.

This story illustrates the effects drama can have on our words. Oftentimes, it’s not what we say, but how we say it that makes a difference. Here’s why:

Drama Masks

It Doesn’t Matter How Much You Care

When I first began studying leadership years ago, I’d find myself in conversations when someone would invariably share a leadership challenge with me. Sometimes, I’d even know how to solve it. I’d usually reference a book or an idea I had recently studied. Sometimes in my enthusiasm, I’d even go out and purchase the resource for them. Unfortunately, when I followed up a few weeks later to find out what had happened, they had rarely bothered to look at what I had provided them.

Several years later, I got a lead role on a consulting assignment to develop a plan to significantly improve an organization’s corporate culture. In fact, I was told this was my chance to “really shape the project.” I spent the next few months analyzing employee survey data, referencing strategic plans and carefully crafting a solution. Finally I got to present my plan to a senior client in a boardroom meeting and was thrilled when he accepted it. Now it was time to get to work. But much to my chagrin, a bigger problem soon emerged: no one wanted to take responsibility for seeing the plan through.

These experiences confirmed for me a simple but poignant lesson: you can’t want something for other people more than they want it for themselves. It doesn’t matter how much you care if they don’t.

Caring Hands

Capture Any Audience Using the “Magic Formula”

I was standing in front of a roomful of corporate employees about to launch into my training session. I knew the course content had the potential to make a strong impact in their communication and relationships and I had some specific learning goals for the group. But I resisted the urge to dive straight in. Instead, I shared a brief but vivid story about a time the principles I was about to teach had produced an incredibly positive result for me. Only then did I transition to the learning objectives and the course content. Just before I finished, I referenced my story once again and encouraged them to use the new principles we had learned and highlighted an obvious way it would benefit them.

verbal communication

I learned the “Magic Formula” from Dale Carnegie. It involves three parts: an incident, an action and a benefit. Whether your presentation is two minutes long or an hour, the Magic Formula provides a reliable structure and clarifies the action we encourage the audience to take. Here’s how it works.

3 Things Strategic Leaders ALWAYS Do

Hopefully you’ve given significant thought to the questions “what is a leader?” and “what do leaders do?” Almost everyone has an opinion. Folks who value execution say, “leaders should drive results.” Folks who value relationships say, “Leadership should inspire others to reach their potential.” Folks who value authority say, “leaders should run a tight ship,” while folks who value team development simply say, “leaders serve.”

GPS

How do you answer the question?