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Is Our Organization Two-Faced?The Paradoxes of Getting Things Done
Please use the call in number found to the right of your screen.
We’ll begin shortly.
What the heck is a paradox?
What the heck is a paradox?
A paradox is a seemingly true statement
that leads to a contradiction or a
situation which seems to defy logic or
intuition.
Paradox
A man says he’s lying.
Is his statement true or false?
Paradox: We say we want to improve…
Paradox: We say we want to improve…
Strategy
Paradox: We say we want to improve…
Execution
Strategy
…but we resist the change that’s required.
Today’s takeaways
– Examine 3 paradoxes that hinder performance
– Identify areas of frustration and opportunities for improvement
– Provide 3 sets of leadership actions to improve performance
– Extra offer for Ownership Thinking fans
“Culture eats strategy for breakfast”
ExecutionCulture
Strategy
ExecutionCulture
Strategy
“Culture eats strategy for breakfast”
ExecutionCulture
Strategy RESULTS
We’re perfectly aligned to get the results we’re getting
Paradox #1
Paradox #1
Paradox #1: We do not valuebehaviors we say are valuable
#1 Leadership action
Take a fresh look at our values
1. Are our values in writing?2. Do our values look like everyone else’s or do they
describe our distinctive personality?3. Do our values reflect our real behavior?4. Do our values serve as a filter for decision-
making?
Greatest satisfaction for your team?
Top motivator of performance is “progress.” Harvard Business Review, Feb. 2010
Greatest satisfaction for your team
Top motivator of performance is “progress.” Harvard Business Review
The bottom-line impact of culture
The New York Times, Sept. 4, 2011
One-third of 12,000 entries were “unhappy, unmotivated or both. Gallup estimates the cost of U.S. disengagement at a staggering $300 billion in lost productivity annually.”
Paradox #2
The New York Times, Sept. 4, 2011
One-third of 12,000 entries were “unhappy, unmotivated or both. Gallup estimates the cost of U.S. disengagement at a staggering $300 billion in lost productivity annually.”
Paradox #2: Leaders and staffwant the same thing: Progress.
#2 Leadership action
Ensure that every employee knows…
1. …why we’re here.2. …what’s expected of them.3. …how they’re doing.4. …what’s in it for them.5. …where to go for help.
Who are we?
History & Values
Why people buy from us
Our personality
Our bestcustomer
Our mission
What we do best
How we deliver on promises
Who are we? The Identity Pyramid™
HBR: “The dirty little secret is that most firms cannot articulate their strategy.”
How we deliver on promises
Who are we?
How we deliver on promises
Who are we?
Customers
How we deliver on promises
Who are we?
Customers
SatisfactionLongevityRepeat bizReferrals
Partnership
How we deliver on promises
Who are we?
Customers
SatisfactionLongevityRepeat bizReferrals
Partnership
OUTSIDE
How we deliver on promises
Who are we?
Customers
SatisfactionLongevityRepeat bizReferrals
Partnership
OUTSIDEColleagues
CommitmentRespect
AccountabilityTrust
Partnership
INSIDE
How we deliver on promises
Whatever it takes – The Heroic Event
Customers
SatisfactionLongevityRepeat bizReferrals
Partnership
OUTSIDEColleagues
CommitmentRespect
AccountabilityTrust
Partnership
INSIDE
How we deliver on promises
Whatever it takes – The Heroic Event
Customers
Has this happened?
OUTSIDEColleagues
INSIDE
How we deliver on promises
Whatever it takes – The Heroic Event
Customers
Has this happened?
Our response?
OUTSIDEColleagues
INSIDE
How we deliver on promises
Whatever it takes – The Heroic Event
Customers
Has this happened?
Our response?
The cost?
OUTSIDEColleagues
INSIDE
How we deliver on promises
Whatever it takes – The Heroic Event
Customers
Has this happened?
Our response?
The cost?
Preventable?
OUTSIDEColleagues
INSIDE
How we deliver on promises
“Whatever it takes” kills performance
Customers
Has this happened?
Our response?
The cost?
Preventable?
OUTSIDEColleagues
How often?
Who responds?
Who pays?
Who’s accountable?
INSIDE
How we deliver on promises
Paradox #3
Customers
SatisfactionLongevityReferrals
PartnershipTrust
OUTSIDEColleagues
RespectCommitmentAccountabilityPartnership
Trust
INSIDE
History & Values
How we deliver on promises
Paradox #3
Customers
SatisfactionLongevityReferrals
PartnershipTrust
OUTSIDEColleagues
RespectCommitmentAccountabilityPartnership
Trust
INSIDE
History & Values
Paradox #3: We treat people outside our organization with
greater care than our colleagues.
Accountability’s impact – What’s the cost?
How we deliver on promises
Values = Observed behavior = Culture
Customers
OUTSIDEColleagues
INSIDE
History & Values
How we deliver on promises
Root cause analysis
CustomerSatisfaction
OUTSIDEColleagueCommitment
INSIDE
History & Values
People Process
How we deliver on promises
Problems with Process
CustomerSatisfaction
OUTSIDEColleagueCommitment
INSIDE
History & Values
People Process
1. Work flow2. Training3. Communication
History & Values
How we deliver on promises
CustomerSatisfaction
OUTSIDEColleague
Commitment
People Process
1. Skill2. Will3. Fear
INSIDE
Problems with People
#3 Leadership action
Remove barriers hindering performance
1. When did we last ask “What’s not working?” and then act on it? Are we driving to root causes?
2. Do we ask our people “What do you need to be more effective?” on a regular basis?
3. Does everyone know the difference between a mistake and under-performance?
4. How do we respond to a mistake? What’s it like in our culture to speak truth to power?
5. Does our behavior match our values?
Today’s takeaways
– Examine 3 paradoxes that hinder performance
– Identify areas of frustration and opportunities for improvement
– Provide 3 sets of leadership actions to improve performance
– Extra offer for webinar attendees
What one change can you make
to create the most significant positive impact on your
organization’s performance
in the next 60 days?
Extra for webinar attendees
Accountability in the Workplace assessment
$100 value available FREE through May 21
FREE 10-minute online survey
FREE detailed report on your organization’s culture of accountability
Go to bustin.com click on Accountability Assessment in top left corner
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