Listening, Leadership, Action or Exit…

I experienced the euphoria of convocation again this season and I’m a better person because of it. I witnessed and shared in the feeling of pride among the graduates and the community. Its a beautiful thing – finishing. Accomplishments need to be celebrated together, as a community, especially after too many years apart. It was wonderful. And it seemed different this time compared to a few years ago, pre-covid and pre-ChatGpt. The human side of the experience was noticeably more powerful.

There’s a lot being said about artificial intelligence these days especially in education. There was nothing ‘bot ish’ about this convocation. Where ChatGPT seeks to predict, the behaviour I observed at convocation was quite unpredictable – at least less predictable than pre-covid, and pre-ChatGpt. I’ve seen it in business meetings too lately. People didn’t hold back at convocation and they don’t seme to be holding back in general. Fear and futility are the two most common reasons for people not speaking out in organizations. Could it be that people want to speak their mind and they are less afraid of the consequences? Could it be that they are bustin’ out? I think so, and its likely that they expect their feedback will be heard and acted upon.

Lets assume there is a shift underway towards people wanting to speak up and speak out more. What would organizations and leaders need to do differently to succeed in that new world? Well, they would probably need to get better at listening. And they seem to be trying. I have repeatedly observed increased effort among leaders to actively listen in large face-to-face settings. They are listening for what the future holds and how to get there first. They are listening with innovative tools like Design Thinking. They are listening for for what customers say, think, feel, and do. They are listening to find solutions. That’s what (good) leaders do.

The tools we may need now more than ever (i.e. more than ChatGPT) relate to human communication and relationships. Increasingly I apply the Haven Communications Model but alas I am a novice. Purposeful human centered interaction is as important as it is unpredictable now. Design Thinking including applying related tools made available from IBM are very appropriate now as powerful listening frameworks. These real intelligence tools all require work. Artificial intelligence could not predict what I felt at convocation nor what I chose to share in large group problem solving meetings. AI can’t make judgements and have a sense of timing, or nuance, or fun. That’s where we humans come in. Hi, its me, I’m the problem its me. As machines get better with the easy stuff we humans need to get better at the tough stuff, the human stuff, the full catastrophe.

In a few years I’m confident that society (and my students) will have figured out how to get the most out of emerging AI tools like ChatGPT. I’m also confident that in a few short years the currently evident abundance of leadership listening will wind down. By then followers will expect that their leaders to take action – to change and improve. Better an OK strategy well executed than a perfect one not done. “We value your input and intend to take action based on your feedback.” These are important but dangerous words for leaders post-covid and post-ChaptGPT. They may be met with a follower’s response, “Thanks for asking, and for listening, now where’s the action and the payback?” If followers see no action or results after speaking up they will inevitably reach one of two conclusions. “I won’t waste my voice anymore,” or “I’m gone.” That’s not the kind of graduation leaders are typically looking for these days.

Spark followers with respect for a leadership turnaround

Extinguishing leadership behaviour is said to demotivate a team – like putting water on a fire. Whether you study leadership or not that can be a painful thing to observe and worse to experience. The ‘fire inside’ individuals weakens, and the energy level among the team members is drained bit by bit. Sadly, it happens a lot especially when managers are not well suited for the job. Which also happens a lot. In most organizations there are heroes who help the team push past the leadership void. And sometimes there are leadership turn arounds where the extinguishing behaviour is discovered and ended.

In large matrixed professional organizations there can be many leadership successes as well as gaps and inconsistencies. Followers increasingly hold their leaders to account including how leaders carry themselves – how they set the tone. Science suggests good followship in a professional setting involves followers asserting themselves. Good leaders get the message but what happens when they don’t? One possibility is that trust for the leader erodes. A feeling of futility among the followers fuels a leadership death spiral and eventually the leader’s messages fall on deaf ears. When a leader is tone deaf to how their team is feeling about their leadership the team finds a new de facto leader for matters not requiring position authority. Follow-to-rule attitudes develop – kind of like work-to-rule but of the heart and mind not the body. As a leader s/he’s “dead to me” becomes more palpable. It stands to reason in this situation that the team’s performance would decline.

Don’t extinguish. Spark the fire inside (Source: https://alchetron.com/Spark-(fire)).

There’s another narrative that could emerge from a leader’s failure to spark their followers – when leaders who aren’t leading well do get the message from the assertive unhappy professionals. The starting point for this better leadership story is a leader head-shake and acceptance of the likelihood that something’s wrong and its time to eat some humble pie. The key ingredient here is respect.

When leaders become disconnected from the team and followers show signs of declining trust maybe its time for some simple respectful listening by the leader. “You’ve stopped speaking up. We need you to speak up or we’ll lose the customer perspective. I’m not sure I’m giving you what you need or supporting you the way you need right now. What do you need from me as a leader?”

There’s no script for these situations – they’re all different but the starting point is the realization that, its (probably) you leader! Take a deep breathe and respect the years of experience on your team, especially in a professional setting where the followers often know much more about the core business than you do as leader. If its not your style as leader, if you’re an introvert in a sea of extraverts for example, then get to work on how you can warm up to your team of professionals. Learn and practice listening with respect. Leaders in tough situations like this had better figure it out fast or risk the death spiral of ‘follow-to-rule’ among your team of professionals. Listen, feed the fire, and make it a leadership turnaround instead of becoming ‘dead to them.’

Patagonia Doubles Down on Planet

I was pretty excited last week with the news of Patagonia’s Yvon Chouinard essentially giving away the company to a tightly managed trust committed to his dream of saving the planet. While I haven’t researched the news other than casually it seems super impressive that he took such a bold step now.

Chouinard is not the first business leader to take such a non-monetary long-term unorthodox view. Apparently ‘giving away the farm’ to save the planet is all the rage in Europe and the Nordic countries. My students quickly pointed out the tax savings it would bring to Chouinard and his family. But overall they paused to think how they could one day offer a similar gift.

If you’re like me you might marvel at how someone can be so focused. Chouinard has been saving the planet his entire life. Wow. One single focus. That’s impressive. Its inspiring to have leaders like him to study and hopefully to model. What the world needs now is more than just people marveling at the bold moves of others. We need to make some bold moves our selves.

Lots of things are different now. If you wanted to participate wardrobe is as good a place to start as any. After all you are what you <insert wear>. Your wardrobe might become smaller as you give it away to those more needy. More of your wardrobe in future might be like Patagonia’s – more function than fashion. But wardrobe is not the point! One could change life style – being more outdoors and grounded. A big change for some could be much more biking and a lot less motoring. Ultimately Chouinard has challenged us all to think about this rock and how we either save it or kill it. I chose to save it – or at least try. I’m going to figure out how I can best do that now. Thanks for the push Yvon!

Public Service leadership – Peter Principle debunked

Peter Lawrence had it all wrong. His popular management theory that people in a hierarchy tend to rise to their level of incompetence has been debunked, at least for current Canadian public service leadership. The global pandemic has tested leadership skills to the max. A scan of recent leadership polls suggests that ratings are up for political leaders during this time. There is less empirical evidence about how public service officials are seen to be performing. From my perspective, the performance of Canadian public service leadership has been nothing short of exceptional.

Over the past few decades, Government human resource management systems seemed to have successfully landed the right Chief (Public) Officers in the right jobs at the right time. Either that or we just got lucky which is less likely. With such a colossal shift in world order, many public sector leaders have suddenly found them selves in the limelight. Roles which were previously considered support have, almost overnight, become core. And the incumbents were ready. The right people seem to have won the job competitions. The leadership development training seems to have worked.

Peter and Hull’s landmark study which gave birth to the “Peter Principle,” argued that an employee is promoted based on their success in previous jobs until they reach a level at which they are no longer competent. They asserted that, in time, every position tends to be occupied by a leader who is incompetent to carry out its duties. That’s not what I see right now. Quite the opposite, our public sector leaders seem to have risen to the level of super hero. Peter Laurence was a Canadian educator who died in 1990 but his theory lives on in infamy. Thankfully, Canadian public service leaders are proving him wrong today.