Category: Culture

Market leaders are extremists

No lack of ambitions
When you read the annual reports or websites of companies, you will notice that there is no lack of ambitions. Just see how often you come across the following phrase: “Company X has a leading position…”, “Company Y is the market leader in….”.

There are, of course, more companies with the ambition to be a market leader than there are actually market leaders. After all, it is easier to declare yourself the market leader than to actually be it. But responsive organizations grow from within, with self-awareness and confidence. It is good to have a solid ambition, but with that comes the question of what the ambition of your organization means in practice.

The game and the rules
Long ago, after I had ended a relationship, a good friend gave me a book as an uplifting gesture: ‘If love is a game, these are the rules’. The writer, Chérie Carter-Scott, approached the subject like a game. Assuming that understanding and applying the rules of the game will increase your chances of lasting success in love and relationships. In the context of entrepreneurship, this is an interesting perspective: if ‘market leadership’ is the game, what are the rules? And are you willing to do what it takes to realize your ambitions?

Mercilessly hard
Companies that are leading in their market (segment) come in many shapes and sizes. A great diversity is possible in the way in which market leadership is shaped – in terms of market share, quality, turnover, cost leadership, service or innovation. In that respect, the first rule is that market leaders find and go their own way. Heading for their own, unique, vision of the products and services they provide. That is the starting point for exceptional results that ultimately lead to market leadership. But this requires a quality that is just as important: the ability to do it. That means sticking mercilessly to that vision and the principles of quality. To the extreme.

Extremists
In our earlier blog ‘The blessings of micromanagement’ we already discussed that extreme attention to detail leads to extreme quality. You could say that market leaders are extremists. In the good sense of the word.

For example, Djops is an employment agency with its own vision on quality: the company wants to be the best and strives that customers and temporary workers experience this every time. That is why, for example, every temporary worker is personally brought to the customer by a Djops employee at the start of an assignment. To ensure that everything is in order for a good execution of the work. Employees are therefore endlessly pointed out how important it is to always fulfill the quality promise (‘starting inside means winning outside’ is the motto). That extra attention takes a lot of effort and energy. Every day. But it leads to distinctive quality that is experienced. As one client put it: “Temporary workers often complain about their employment agency, but never about Djops”.

Steve Jobs is known to have had an extreme vision vision on design: the inside of a PC must also be visually well designed and neatly arranged. Does it matter? Yes, because “mercilessly” following this rule contributes to the best possible user experience; even when you have to open your PC once, the product looks great. Which is fully aligned with the vision and mission of the company: to realize the best user experience, by providing the best service and fantastic products.

Jumbo Supermarkets goes very far when it comes to customer service: at the start of the supermarket chain, they investigated the main reasons for dissatisfaction among supermarket customers. It turned out there were seven. Waiting times at the checkout, for example. Or a large assortment, but just not the one brand that you like. Jumbo turned these ‘dissatisfiers’ around and turned them into seven ‘customer certainties’. Some of these are extreme from a traditional retailer’s point of view. If one customer wants a product of a specific brand that is not sold, it will be bought specifically for that person. And are you number four in line at the cash register when not all cash registers are open? Then you get your groceries for free! Jumbo’s extreme behavior when it comes to service and exceeding customer expectations has contributed to the supermarket fast growth for years.

New Year’s resolutions
It takes a lot of effort to realize extreme ambitions – whether you are an employment agency, a computer manufacturer or supermarket. But it always delivers distinctiveness that pays off in market position and growth.

This requires more than that unique vision or that far-reaching idea: the discipline and the ability to actually do it.

In other words, the most important rules of the game ‘Market leadership’ are comparable to the annual good intentions: you should not only have them, but above all: follow through. Every day.

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From resistance to aspiration

Details make perfection
In the previous blog we discussed the blessings of micromanagement: if you want to be the best, it pays to go into great detail. “Details make perfection, and perfection is not a detail,” said Leonardo da Vinci, and that also applies to top-quality products and services.

So micromanaging products and services pays off, but micromanaging people does not: it distracts and undermines self-confidence. Moreover, nobody likes it when people are constantly told in detail what to do and how. People thrive when they can indulge in a task that suits their talents and ambitions, with a certain degree of autonomy, in good cooperation with colleagues.

Resistance
The micromanager’s urge to control creates resistance. Because people feel affected in their autonomy, while they want to have the feeling that they are masters of their situation. In addition, people under micromanagers experience insufficient recognition. And that is a basic social need: people want to be seen for who they are and what they can do. Lack of recognition also causes resistance.

Out of the stranglehold
How do you get out of the stranglehold of the urge to control? How can you achieve your goals without the resistance that a micromanager typically evokes? Without giving yourself and others the feeling that you have to interfere ‘really on everything’ in order to get the work done properly? How do you involve people in your ambition for quality and results?

Trust
In micromanagement, the self-confidence of team members is undermined because they experience insufficient confidence in their qualities. The primary task of management is to build that trust. You do this by being explicit about the qualities you value in your team members and the potential you see in them. One of the most influential thinkers in the field of leadership, Stephen Covey, once summed it up like this: “Leadership is communicating the value and potential of people so clear that they will eventually see for themselves.”

Whenever I work with others I experience how true this statement is and how much people need to be confirmed in their qualities and potential. We live in a society that is disproportionately focused on mistakes and imperfections. More than on potential. Early on in primary school, children learn how much “mistakes” their work contains. But which perspective is better for self-confidence, “two wrong” or “twelve right”? Whenever I ask people about their qualities, I always notice that they are much better able to name their ‘bad’ qualities and ‘weaknesses’ than to talk about their strengths and potential. But when we only talk about their talents, possibilities and ambitions, the relationship transforms: people feel understood, seen and recognized and a better energy is created. The energy of trust.

Team
At team level, the principle is the same as with individuals. I regularly apply the following to teams I work with to build trust and engagement: after we have developed a strategy or change plan, I ask the team members to imagine it is five years later. And that all ambitions and goals from the plan have been achieved. Then I ask the people to write an email to each other, also dated five years later, in which they describe three things:

  • why they are so proud of the organization;
  • what they value in each of the other team members;
  • what they value most in themselves.

It is arranged in such a way that everyone receives all emails at exactly the same time. They are invariably full of positive energy, ambition, enthusiasm and appreciation. The potential that people see together is very tangible1. When the team members have done this, there is always a noticeable increase in energy: there is more appreciation, trust and fun. And that is reflected in the cooperation and better results.

1 This approach is inspired by Benjamin Zander’s YouTube lecture “How to give an A” and the book “The Art of Possibility”, which he co-wrote with his wife Rosamunde (Penguin Books, 2000).

Aspiration
Through such a way of collaborating and forming ambitions – primarily based on possibilities and appreciation – you unleash an aspiration in the team. The aspiration to realize ambitions together, to realize goals, to grow. Aspiration is a much more powerful source of energy than resistance. Resistance lowers the team’s energy, atmosphere and agility. Aspiration increases energy, enthusiasm and decisiveness.

Now the team is ‘on the road’ to realize its ambitions. It is important to maintain the energy and to allow both the individual employees and the team to come into their own. In addition, they benefit more from a facilitating manager who supports, advises and coaches them than from a controlling micromanager. But managers who have arrived at this point will have little interest in the arduous path of micromanagement, which saps too much energy and fun from all involved.

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The Blessings of Micromanagement

Micromanagement can be defined as a management style characterized by the need for extreme control and attention to detail. In general, this style has a negative connotation, especially because the attention to details gives the employees of the manager in question a constant pressure – ‘is ​​it never good enough’, ‘is it never finished’? – and a perceived lack of freedom.

Extreme attention to detail also carries the risk of losing sight of the big picture and more important priorities. And, last but not least: work as such does not become more pleasant when people are ‘micromanaged’.
Is there nothing positive to report about micromanagement? It just depends how you look at it…

Eleven Madison Park
There is an interesting documentary series on Netflix: Seven Days Out. This 2018 series documents the events – and the accompanying excitement, setbacks and dramas – seven days leading up to a major event in sports, fashion and aerospace, among others. One of the episodes is devoted to Eleven Madison Park, at that time voted the best restaurant in the world and in possession of three Michelin stars. The owners, Chef Daniel Humm and General Manager Will Guidara explain that they are driven by the ambition to be the best restaurant in the world. The documentary records how they work in great detail to prepare the restaurant, seven days before its reopening after a renovation. Halfway through the episode, Guidara gives his view on their quality ambitions: “We see excellence as thousands of perfectly executed details. If you can focus on every single detail, and not on the whole, then you start to get somewhere.” To illustrate this, Guidara gives a concrete example: “Every plate in the restaurant is placed in such a way that the logo at the bottom of the plate is turned towards you”. In such a way that if you turn the plate over, you see the logo of the tableware neatly upright. Will Guidara says about this: “Does anyone notice? No. Why does it matter? It means that when we put up signs, we do it with more intention .”

Intention as a driver for quality and perfection to a level that no one notices anymore. Except maybe that one person wondering what the tableware brand is… anyway, the micromanagement of the owners of Eleven Madison Park has created one of the most successful restaurants in the world.

Pixar Studios
Pixar Studios is also a good example of micromanagement. Pixar is one of the most successful film studios and an organization in which creativity and quality are embedded in the organizational culture. All aspects of every film are meticulously scrutinized and produced, from idea to realization. For example, production teams hold daily review meetings in which the development of an animation film is discussed. The team members are expected to assess the work of their colleagues in great detail and without restraint: what is wrong, what is missing, what is unclear in the animations? And every few months, the progress of production of the entire film is reviewed higher up in the organization. According to the same principle: what is not good, what is missing, how can it be improved? All this with one goal: “to make a great film, with great people”. Because that’s Pixar’s mission. And with results, because Pixar’s films are all blockbusters and have won many awards.

Thrive because of micromanagement
How come in these examples the teams and organizations do not perish because of micromanagement, but thrive because of it? That’s because micromanagement focuses on the quality of products and services – not the way people do their jobs.

Conscious culture
This requires a corporate culture in which it is clear to everyone that the quality of the end result is what matters most. Every aspect of the product or service is evaluated in detail and (continuously) improved. It also means a high degree of psychological safety: it is safe for people to speak out and experiment. Or to make mistakes. “Fail early, fail fast.” is one of Pixar’s mottos, because when it’s safe to make mistakes, progress is made faster.


You can micro-manage things, but not people
Quality is about details. And the higher the quality ambitions of your organization, the more attention should be paid to ever smaller details. In the case of a restaurant, it may concern the placement of the crockery, in an animation film it may be about the detail of a shadow in the drawing. Because extreme attention to the details of a product leads to extreme quality.

That is the area where micromanagement pays off. This can only be done sustainably in a working environment in which employees are involved in the ambitions of the organization and at the same time can give substance to their work in their own way. In other words: a thousand perfectly executed details give you distinctive character. People give up on people who try to micro-manage them. But things can micro-managed just fine.

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Avoid the Beethoven mistake

Companies that have the most agility and resilience create differentiation. This requires responsive organizations that effectively anticipate changing (market) conditions and adapt organically. For this to be possible, a number of principles apply. These relate to employees, teams, departments and the way in which they work together. To become more responsive, a culture and behavioral change is often required. It is often assumed that realizing this change is closely related to structures and processes. But nothing is less true.

The Beethoven Mistake
In his book “Our Inner Ape”, biologist Frans de Waal discusses the relationship between the behavior of great apes and humans. He explains that for a long time people’s morals were explained by religion or culture and not by nature. Because by nature people would have no morals. But we now know that even great apes have a moral sense. According to De Waal, the earlier assumption arose out of confusion: because natural selection is a cruel and ruthless process of elimination, it was argued that it must produce cruel and ruthless creatures. In other words: the process is confused with the result. De Waal calls this ‘The Beethoven mistake’: Beethoven composed great and unparalleled music. You wouldn’t expect such a person to be unkempt and sleazy and living in a dirty and smelly house. Yet that was the case.

Confusion of process with result
In doing so, De Waal points out a fallacy that is often made in change projects: the tendency to develop structures or processes in the assumption that the intended behavioral change will arise naturally from this. But processes and structures are inconclusive about the success of cooperation between people.

Why is that?
Processes and structures work according to the laws of logic. You can set up a mechanical production process in such a way that the quality is statistically almost perfect. Six sigma is based on it. But people function according to ‘psychologica’ with their motivations, conditionings and (unconscious) beliefs.

As a result, collaboration in organizations is always a bit of a ‘black box’. You make agreements about objectives, responsibilities, tasks, way of working, et cetera. But just like with a football team, it is not yet certain how the match will develop and what the exact result will be. The outcome is largely determined by responsiveness: how events and setbacks along the way are dealt with.

Responsiveness and motivation
Effective behavioral change occurs when teams are given the space and freedom to determine the implementation of the plan themselves, based on a shared vision and goals. People are motivated to do this when their work matches their ambitions (am I doing what I want to do?) and talents (am I doing what I can do?). It is important that there is room for personal interpretation and a certain degree of autonomy.

Motivated employees connect easily, take responsibility and come up with solutions to problems themselves. As the production manager of a factory once put it: “If I let the employees focus on delivering the products to our customers on time, they are smart enough to order the necessary parts on time.”

Breeding ground to inspire change
It works the same way with behavioral change: the task of management is more facilitating than guiding. Aimed at the right breeding ground for change. One that brings people together and inspires change.

This requires managers to let go of control of the process and focus on the motivation of the people in the team and their mutual relationships. Employees need growth and inspiration and derive their meaning from the extent to which they are challenged and contribute to success. Not following processes ‘as such’. Successful managers understand this and focus on the emotional dynamics between people. As a result, they bring people together and create the right atmosphere. The creativity and connection that arises as a result often produces astonishing results. It is not without reason that there is increasing interest in working with self-managing teams.

Realizing the unique potential
In nature, the simple rule is that organisms exist by surviving and reproducing. How they accomplish this is left open. That is why nature has such a great diversity. The same law applies to responsive organizations: successful behavioral change ties in with the unique potential of an organization and can take many forms. Good processes and structures are of course helpful, but not decisive. Or, as De Waal puts it: ‘the process does not specify the path to success any more than the interior of a house in Vienna tells us what kind of music is coming out the window’.

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The art of letting Go

In one of the previous blogs we discussed the transition in the field of management: from so-called “directive” to “facilitating” leadership. Managers are not the people who tell the team what to do, “make it perform” and “get the results.” The starting point is that the team can do that very well itself. Provided a number of conditions are met. For example, there must be clarity about the objectives, the team must be complete and there must be a clear division of tasks. The focus is on every individual coming into his or her own and that there is psychological safety so that the team can develop freely.

What often comes up in discussions about facilitating leadership is that managers should be able, and dare, to “let go”. Does this mean that you are not interfering with anything anymore? That you let everyone have their own way, and see what that leads up to?

That is by no means letting go. But for managers who are used to planning, directing and controlling it may feel like that. Because it’s a habit. And habitual behavior is persistent: even though you believe that working differently is good, it feels uncomfortable, and maybe even scary, because you’re not used to it. Which is why it is a good thing to consider what letting go exactly is in a management context.

To this end, we make a distinction between “desire” and “intention”. They are two states of mind, or attitudes, that are very similar but differ in one important aspect.

Desire
With a desire you are attached to the result you want to achieve. That means that you experience positive emotions when that result is achieved and negative emotions when it is not. Compare it to a child who has set his sight on the latest game console for his birthday: the greater the desire, the greater the joy or disappointment when the wish is or is not fulfilled. The intensity of the emotion is directly proportional to the intensity of the desire.

Intention
When you are not attached to the result you want, then there is an intention. When you act from intentions, your attitude is open to the results that emerge. You do have a result in mind (the intention), but you are not emotionally affected by the actual result because you are not attached to it. This makes you accept the result as it is. You do not resist the outcome. But that does not mean that you are apathetic or that you will give up. Because you remain open and curious about further possibilities and what to do next – and as a result you create agility and creativity …

In daily management practice, many things are not going as well as planned or budgeted. Viewed from the perspective of desire, they all harbor disappointments.

Disappointment is a form of resistance to reality. People who act from intentions do not have that resistance. They accept the results and will therefore look at them more freely. As a result, they are better able to see how things can further be improved: the lack of desire and resistance automatically means an open mind and a creative attitude: “OK, this is what we have achieved, why and how do we make it better?”

Management
The difference between “directive management” and “letting go” is comparable to this. You put together your team. Obviously there are objectives. You want to go somewhere. And you give the team the autonomy to decide how they are going to achieve that goal and what actions they will to take. If necessary, you give advice. And you coach the team members. But then you “release” them to do the work. And you wait and see what the results of their actions are. With an open mind: your intention on the goal, and accepting what is to come.

Attitude
The difference between both management styles is a small difference in attitude. There is no difference in ambition level. The attitude of “letting go” ensures that the team can freely do what it does best. It leads to a world of difference in spirit within teams, motivation of those involved and responsiveness of the organization.

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Why do you do the things you do?

Responsive organizations have the ability to change from within. You could call that organic. Change is not managed, but inspired. There are four starting points to realize this. They are about people, their motivations and mutual relationships.

First of all, the people make the difference – not the plans, structures, KPIs or work processes. It is the task of leadership to allow people to come to their own in a safe environment. This is not about directive leadership that tells people what to do, but ‘facilitating leadership’ which is based on autonomy, responsibility and motivation. A third premise is that there is no uniform formula, method or approach for success: every organization finds out for itself what its unique potential is and how it can be realized. And finally, they rely on the belief that people have a tremendous capacity to contribute to change, provided you address their intrinsic motivation.

Golden Circles
In many discussions with clients about their mission and positioning, Simon Sinek’s “Golden Circles” come up. These circles are about the “Why”, “How” and “What” of an organization.

The stronger the “Why” of a company, organization, or person, the stronger its energy and appeal. In his famous Ted Talk, Sinek explains that companies, organizations and people with a strong and clear “Why” achieve more and have a stronger attraction to other people than those who focus primarily on the “What” or “How”. He uses appealing examples from, among others, the Wright Brothers, Martin Luther King and computer company Apple.

Simon Sinek’s Golden Circles

The art of connection
Simon Sinek’s “Why” goes deeper than the mere raison d’être of an organization. For leadership, the art is to connect this with the “Why” of their employees. In other words: their motives for their actions and decisions.

Facilitating leaders act from a strong awareness of their employees and their motivation. They intend to inspire and stimulate them, and get them moving together. In doing so, they create the conditions for positive change. Which works better, and is more fun, than telling people what needs to be achieved and how they must do it.

Good decisions with the wrong motive do not lead to the desired results
Often strategic decisions are taken that seem very good at first sight but are based on the wrong motive.

Example: companies such as Semco or Favi have made a name for themselves with self-managing teams. This led, among other things, to the disappearance of a lot of management at these organizations. Their approach was praised and copied by many other companies. Their argument often was: “We can save costs with this.”

Cost-effectiveness is important, but that was not the motive of the aforementioned organizations. It was the conviction that people in the workplace are perfectly capable of planning, organizing and executing their work. For themselves and together. No manager had to decide on that. That motive was the foundation for successful change in these examples. But when the motive is all about costs, that becomes the focus of change. It will not improve the way the organization performs. On the contrary: changes made with the wrong motive rarely lead to good results.

The litmus test
So the “why” is about the intrinsic motives of organizations just as much as it is about people’s behavior. Try it out when you speak to an applicant again. Or suppliers who pitch for your business: ask people why they do the work they do or why they have made certain decisions. TheIr answer immediately gives a good idea of ​the kind of people you are dealing with. I once had to choose between three research agencies for a global market study. I asked all three contacts why they were doing this work. Two thought for a moment and repeated their sales pitch. It was about “added value”, “insights through research”. All true, but it was not an answer to the question. Besides that, what they told me I already knew from their websites. Their answers made them look similar. And above all: they did not inspire me. On the contrary! The third person replied immediately and from the bottom of her heart, “Theo, that’s very simple. I just love to do research and understand data. I wouldn’t want to do anything else.” In this simple answer, the motivation and energy were palpable. I did not have to think long about choosing this party. This resulted in an inspiring collaboration that lasted a long time and provided our company with a lot of “data-driven” insights.

2,600 years ago Buddha already spoke about this. One of the pillars of his teaching is “the right intention” or “the right motive”. People like Simon Sinek make us understand better that this is a universal principle that helps to realize coherence in organizations and achieve great results. Why do you do the things you do?

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Monkey See. Monkey Do.

Psychological safety is something people must experience.
Anyone who has children will agree: children copy what you do. Because your behavior as a parent is exemplary. This is a natural principle. It is stronger than words: you can explain to a child that it has to tidy up his room. But if you always make a mess of it yourself, that becomes reference. Not the words, but the deeds. It is no different in organizations.

Psychological safety
There is growing attention for psychological safety in organizations. An organization is psychologically safe, when people feel accepted and included by it. This is reflected in, among other things, employees who are open about their opinions and ideas. And colleagues who are inclined to admit mistakes – because the organization stands behind them and helps them solve problems.

This attention arose specifically after a study by Google into the effectiveness of teams. A few years ago they researched 180 teams, with the question: how can you develop the perfect team? Psychological safety emerged as the basic condition for well-functioning teams: people must experience their team and organization as “safe”. Only then will they take “risks.” Such as expressing their opinion. Or experiment. And – inevitably – make mistakes to learn how to improve things. That’s how teams and organizations learn and grow.

Are you serious?
Psychological safety is therefore a precondition for developing responsive organizations. Here lies an important task for management. But how do you do that?

For this, employees first look at their management: to what extent are they serious when it comes to psychological safety? Is it just words or also actions? Example behavior is of the utmost importance here to confirm that the organization is really safe. Or not.

In addition, managers should refrain from using their position of power to “enforce” certain behavior. Because that is the ultimate signal for employees that the organization is not safe – and people will hide back into their shell, in one way or the other.

Ford
The book “Insight1” gives a good example of this dynamic: in 2006 Ford Motor Company was in a deep crisis. Ford had lost 25% market share in the previous 15 years, and that year the company lost $ 17 billion. The new CEO, Alan Mulally found a deep-rooted culture of fear in which people put their careers above the interests of the company. Needless to say there was much resistance to change. Mulally wanted to transform the corporate culture, starting with his executive team. He encouraged members to be open about anything that went wrong. To his surprise, managers continued to report stubbornly positive about their activities. Week after week. Despite the huge losses, nothing seemed to go wrong ….

1 Insight: The Surprising Truth About How Others See Us, How We See Ourselves And Why The Answers Matter More Than We Think, Tasha Eurich, 2018

The reason for this was the deep-rooted culture of fear, in which mistakes were not tolerated. No one ever felt safe reporting problems under the former CEO. Until a manager could not escape reporting a major problem with one of the new models, which meant that production had to be halted temporarily. The person in question had actually already prepared mentally for his dismissal after the meeting. But Mulally complimented the manager on his openness and asked the other team members how they could help.

This made it clear to the team that it was truly safe to face facts, discuss problems and resolve them together. This exemplary behavior turned out to be the “turning point” in the culture that Mulally had been pursuing for months. And that contributed to Ford’s recovery, which returned to profitability in 2009 in the midst of the economic crisis. Incidentally, at that time the only one of the big three car manufacturers in the United States.

Seize the moment with exemplary behavior
You can of course include psychological safety in the values ​​of your company. You can communicate about it and tell people how important it is. However, it will only exist if and when it is experienced by the organization. And especially at times when that safety matters. For example, when something goes seriously wrong, when someone comes up with a seemingly absurd idea or in a conflict situation. At that moment you as a manager have the opportunity to seize the moment, with the behavior that you propagate. As with raising children, psychological safety must be demonstrated.

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Balance your team with five principles

The blog ‘In the flow’ discusses the first step to developing responsive teams: creating the circumstances which help every employee to come into their own. Here it is also discussed how you can practically map out to what extent people are in the right place in their team:

Example of mapping of team members

Coherence
Once this is done, you want the team to start moving together. What is needed for that? Numerous books have been written on team performance and leadership. In that regard, there are many roads that lead to Rome.

But at the basis of all teams are five systemic principles. When these are met, a team can perform in balance. Systemic principles directly contain the root causes of the behavior, the results and symptoms of (im)balance in any team. And these you can observe like the tip of an iceberg: the systemic principles lie beneath the surface of the water.

  1. Clear goals
    Just as a vision & mission give direction and energy to an organization, clear goals give direction and inspiration to a team. This seems to speak for itself. Yet there appear to be many teams for which it is not clear what exactly they want to achieve with each other. What they do every day may be clear, but a lack of inspiring goals leads to a lack of energy and inspiration.
  2. Complete team
    Every team in an organization needs to fulfill a certain number of roles. Just like any sports team has a certain number of players, each with their own position and role. In the blog ‘In the flow’, we discuss how important focus is for employees to come into their own. When the necessary roles in teams are not properly filled, employees rarely succeed in achieving their full potential, simply because there is insufficient time and space to focus properly. This also applies in the event of overcrowding the different roles in a team.
  3. Division of roles
    When the roles are not clearly divided and there is no proper order of responsibilities, an imbalance arises. For example, people “sit in each other’s seats” and take on tasks that actually do not belong to them. Think of the manager who is too actively involved in the execution. Or vice versa: an employee who makes decisions for which she is actually not authorized. The demarcation of roles, tasks and responsibilities provides clarity and overview. An important task for facilitating leaders is to help people make them clear and help team members adhere to them.
  4. Recognition of history
    Everything that happens in an organization has a cause and an effect. This applies to successes and setbacks. Organizations generally have little difficulty in acknowledging their successes. This is different with setbacks. And when these are “shoved under the carpet”, it drains good energy from the employees involved. Example: a manager of a team is suddenly fired. No clarity is given to the team about the reason. Chances are then that no successive manager will have a good chance of being successful. Simply because, systemically, there is still something in the way. Only when clarity is given to the team about the causes of the dismissal, and both the team and the dismissed manager receive the recognition they deserve, can the team move on.
  5. Balance of give and take
    In every team people come to get and bring something. In energetic, well-functioning teams this ‘ give and take’ is in balance. Ideally, people go home with just as much energy at the end of the day as at the beginning. When people give too much (energy) and do not get enough in return, symptoms such as fatigue or stress kick in. People who have trouble staying in their role (see principle #3) and hardly dare to say “no” often suffer from this. But there can also be an imbalance in people who can say ‘no’ very well – for example because they are structurally dissatisfied with their role. When one of the other systemic principles is not properly adhered to, it often shows first in the balance of give and take.

Systems seek balance – if necessary with unpleasant symptoms
Building responsive organizations is a bottom up process. It starts with seeing to it that employees take the right place in their teams. Subsequently, justice to the (universal) systemic principles of team effectiveness must be done. When a team is not in balance, all kinds of symptoms arise. For example, a high turnover rate of people. Often, management tends to address these symptoms. For example with an employee satisfaction survey. Or an “employer branding” campaign. However, as long as the systemic cause of the symptom in question is not resolved, the imbalance will remain. Such symptoms are what fever is in the flu: a reaction of the system to find its balance. Because systems seek their own “balance”. If necessary with unpleasant symptoms.

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In the flow

Your organization wants to become more responsive. To this end, the vision & mission have been thoroughly revised, a strategic plan has been developed. In short: the “why”, “how” and “what” have been established. Everything has been shared with the employees, their feedback has been processed and there is wide support. How do you know whether your organization is able to make the plans come true? Where do you start then?

The basis
An organization or team can only perform well if a number of conditions are met. The basis is that every individual can come into his or her own. Compare it to a football team: one or two players who do not play in the right position or have an off-day, can destroy the performance of the entire team.

How can you create the conditions that allow employees to come into their own?

Flow
If you achieve your full potential, often you are in a state of “flow”. You become so absorbed in your activities that you forget the time. In such a state you feel great and perform best. We have all experienced that at one time or another. The concept of “flow” was invented by the psychologist Mihaly Csikszentmihaly.

Characteristics
He described the characteristics of flow in his book: “Flow: the psychology of optimal experience”. We will not consider all of these characteristics here, because several are the result of a state of flow. For example, the lack of a sense of time or a strong sense of well-being. We focus on the four characteristics that can be influenced: willingness, ability, focus and feedback:

  1. Are people doing what you want to do? This is about people’s motivation. If the organization’s vision, mission and objectives are aligned with this, people have found a place where they can spend their ambitions and energy well.
  2. Are people doing what you can do? Does the job fit well with the talents and skills? If people are not challenged enough, they will get bored. When too much is asked of them, they get stressed.
  3. Can people focus well on their tasks and responsibilities? For some organizations, “death by meeting” or “death by email” applies. Or there is so much uncertainty about the demarcation of responsibilities that people are too busy with each other’s tasks. Constant distraction does not improve the quality of the work or the well-being of employees.
  4. Continuous feedback is important to keep people engaged and motivated. They need to know how they are doing and how they can improve. This is not about the (semi)annual appraisal: if feedback is continuous and properly applied, it is also a mechanism that improves the quality and spirit in the team.

Get it going
The aforementioned factors help people to get into their flow. The starting point is mapping the position of each employee on them. So there is a clear picture for each team which employees are in the right place or not. The following diagram is a summary example of what such a mapping might look like. Other HR factors could also be included, like in this example the fit with the team or the professional maturity of team members:

Example of mapping of individuals in a certain team

A number of things become clear immediately. For the entire team, the feedback must be improved: there is too much orange or red here. The employees do not know enough about how they are doing. On an individual level, a number of other things become clear: Melissa does what she wants to do, but still has a lot to learn (“Can” and “Professional Maturity” are both not good yet). For Brian and Julie the question is whether they fit into the team. Brian has the capabilities (“Can” is green), but does he really want this role? And for Julie, she is doing what she wants, but, at least for now, is lacking skills or capabilities.

From this overview, the team can develop and grow. For example, based on the personal development plans of each employee and a plan for the team, possibly supplemented with a change in team composition. Now, each individual can come into his or her own and alignment is obtained with the whole of the organization.

The next step is to make sure every team is functioning properly. In other words: flow at team level. That’s what next week’s blog will be about.

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Slow is fast

The holy grail of (tech) trends
Big data and Artificial Intelligence (AI) have been the big promises in the business world for some time, with tech giants such as Google and Amazon as great examples. Yet recent research among 85 “Fortune 1000” companies shows that, despite significant investments, the use of Big Data and AI is not yet leading to the expected improvements (Harvard Business Review, February 5, 2021, Why is it so hard to become a data-driven company?, Randy Bean): only 24% of the companies surveyed indicated that they were “data-driven”. In the same study a year earlier this was 38%. The importance of “big data” and AI in decision making is not yet as great as expected.

What is striking is that – for the fifth year in a row! – “Cultural barriers” was cited by 92% of the companies surveyed as the most important obstacle in the development towards a “data-driven” organization.

The promise of innovation …
The realization of promising trends or new management methods is usually more difficult than expected. Well-known examples are the rise of office automation in the eighties, the internet, and “agile” working. There is a systematic underestimation of the time and effort required to implement new ways of working and then use it effectively. In the examples mentioned, the promise was largely correct: office automation has resulted in an enormous efficiency improvement. Thanks to the internet, many business processes can continue as usual in Corona time. And agile working is commonplace within many ICT companies. But for all these developments, the realization of the promise usually took longer than initially expected. And the organizational culture was often cited as an important bottleneck. Apparently people become so enthusiastic about the promise of innovation that the same mistake is made over and over again: an implicit assumption arises that the benefits are so great that success will almost come naturally…

… and the prospect of great results
I have experienced this firsthand. During a “global meeting” of division managers of a multinational I presented a strategic change plan. The presentation had been preceded by months of preparation and coordination. Much time had gone into the way the message was conveyed. And apparently it had worked: the reactions were enthusiastic without exception. “This is a homerun,” I thought. The support for the plan was so great, it only seemed a matter of rolling it out.

This assumption turned out to be completely false. We, too, were blinded by the promise of the plan, inspired by the beautiful prospect of the results we would achieve. Consequently, there was no insight into what was really needed to achieve success while using the existing culture. I later learned that there was insufficient understanding in the organization for the initiative: it had to be explained better. It was only after I had visited branches all over the world to engage people that support grew for the plans and the roll-out gained traction.

Culture is a breeding ground…
Every organizational culture has a unique potential. And that is the breeding ground for success. The question is therefore not how you bring about change despite the culture. The trick is to use the culture – the people with their beliefs, ambitions and behavior – for the intended change. Therefore it is important to understand the causes of resistance and friction.

…not a barrier
“Action is reaction” is what I learned during the Physics lessons in high-school: the force you exert on something leads to the same, opposite force. This law of nature also applies to organizational cultures: the harder you blame them, the greater the resistance, because somehow people feel not understood, and affected in their authenticity and free will.

In this light, the conclusion of the aforementioned study should read: “Apparently, companies have insufficiently organized for success while they were planning the transformation to a data- or AI-driven organization.” So that support and energy could be generated to use data and AI for what they are intended: improving business operations. and realizing competitive advantages.

If there is a ‘Holy Grail’ it ought to be culture
It is not the promise of new technology or new management methods that is the holy grail. If there is one, it ought to be culture: the unique potential of people: they determine the degree of success of any initiative.

The promise of big data and AI is true, at least to a large extent. Moving As One also makes good use of it, to help clients with their change projects. But that promise can only be fulfilled by the organization.

“Slow is fast”
Entrepreneurs and managers who see this make good use of it. And yes, it takes time and a lot of patience to understand how you can take everyone along and set the flywheel of change in motion. But once it is moving well, improvements can emerge suddenly and rather quickly. Or, as the world-famous coach Stephen Covey once put it: “With things, fast is fast. But with people, slow is fast.”

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