Showing posts from August, 2012

Re-Thinking the Formula for Change

Over the weekend, a colleague sent me a link to a cute little video about the way to change the world. In sum, the makers said that you need three ingredients: an idea, a team, and action. I like it. Simple and clear.

But not enough.

I was reminded of Gleicher and Beckhard's Change Formula, D + V + F > RtC, where:

D = Dissatisfaction with the current situation, plus

V = Vision for improvement, plus

F = First Steps, must outweigh

Rtc = Resistance to Change

Recently, due to some reading and conversations, I've been thinking of some additional variables to further enrich this model. Perhaps the Change Formula could go something like this...

D + V + F + R + P > ItC

D = Desire to change or Drive to change, plus

V = Vision for the possibilities in change, plus

F = First concrete steps in the direction of the change, plus

R = Resilience, plus

P = Participation, must outweigh

ItC = Immunity to Change

A few comments on the tweaks above, in reverse order:

Immunity to Change - This is the t…

Customer Service with HEART

Serving customers is one of the most challenging jobs out there. You need to be a good listener, an effective communicator, a calm conflict mediator, and an analytical problem solver all rolled into one. You must be very organized and have infinite patience. Plus you need to wear a sunny disposition even on days when you don't feel like it.

Many have endeavored to capture the key ingredients in customer service, so I have decided to throw my hat into the ring as well.

I call my approach Customer Service With HEART:

H = Help and Hear - You are there to Help the customer. Plain and simple. And the first (and most important) thing you do is listen. Hear the customer fully before responding. This may be the toughest part of listening. We have to make the choice to listen, especially when we are busy, preoccupied, stressed, and distracted. When you focus on the Other, pay attention to What is being said, as well as What is not being said. This includes the non-verbal signs the person i…

On Your Marks, Get Set, Go!

Did you have the opportunity to watch the recent Summer Olympics on TV? The games were thrilling as always. And so many great athletes stood out such as gymnasts Gabby Douglas and Aly Raisman, volleyballers Misty May Treanor and Kerri Walsh Jennings, swimmers Michael Phelps and Missy Franklin, and runners Usain Bolt and Oscar Pistorius.

While watching the track competition, I took note of the runners just before their races started. The TV cameras zoomed right in for the close-up shots of their faces. You could see that they were getting into the zone of high performance.

Then came the three commands we are all so familiar with, On Your Marks, Get Set, and Go. It occurred to me that these three steps form a part of the leadership process.

On Your Marks - This first command says to the runner, Get in your lane. Get on your starting spot. This in essence is the leadership property of alignment. Getting into the right place to perform.

Watching the high diving competition, especially th…