Question: What is organizational health?

Organizational health is essentially about making a company function effectively by building a cohesive leadership team, establishing real clarity among those leaders, communicating that clarity to everyone within the organization, and putting in place just enough structure to reinforce that clarity going forward. Simply put, an organization is healthy when it is whole, consistent and complete when its management, operations and culture are unified. Healthy organizations outperform their counterparts, are free of politics and confusion and provide an environment where star performers never want to leave.

Read about the ‘First Team’ Model

Question: Why does organizational health offer a company its greatest opportunity for competitive advantage?

Addressing organizational health provides an incredible advantage to companies because, ultimately, health becomes the multiplier of intelligence. The healthier an organization is, the more its intelligence it can tap into and actually use. Most organizations only exploit a fraction of the knowledge, experience and intellectual capital available to them. The healthy ones tap into all of it. Addressing health helps companies to make smarter decisions faster, without politics and confusion.

How healthy is your organization? take the free survey!

Question: Why are so many of today’s smartest companies losing to underdogs?

I have found that some of the underdogs are more apt to shed their preconceived notions about running a business and allow themselves to gain an advantage around a different set of principles. The key ingredient for improvement and success is not access to knowledge; it is really about the environment’s health.

I have worked with many great, healthy companies led by men and women who attended relatively modest colleges, people who would admit to being just a little above average in intellectual capacity. When those companies made wise decisions that set them apart from their competition, journalists and industry analysts incorrectly attributed their intellectual prowess’s success. The truth of the matter was that the underdogs weren’t smarter than their competitors; they simply tapped into the adequate intelligence they had and didn’t allow dysfunction, ego, and politics to get in the way. Conversely, smart organizations don’t seem to have any greater chance of getting healthier by virtue of their intelligence. In fact, the reverse may actually be true because leaders who pride themselves on expertise and knowledge often struggle to acknowledge their flaws and learn from their peers. They typically aren’t as easily open and transparent with one another, which delays recovery from mistakes and fuels politics and confusion.

Question: Having worked with companies for so many years, is there anything that still surprises you?

Yes, I still get surprised by what I see in companies I work with, even after all these years. Some of that surprise is just a function because no two people, and thus, no two organizations are exactly alike. The nuances are interesting and keep me on my toes. But ironically, the biggest surprise I get is being reminded repeatedly that even the most sophisticated companies struggle with the simplest things. I guess it’s hard for me to believe that the concepts I write and speak about are universal. I don’t know that I’ll ever come to terms with that completely.

Question: Why are so few companies skilled at overcoming dysfunction?

Leaders often complain about worker productivity, politics, turnover and other signs of dysfunction but feel addressing the problem is either a hopeless endeavour or too touchy-feely. Even if the leader understands the need to address dysfunction, more often than not, they tend to naturally gravitate right back to the parts of the business they feel most comfortable with (usually in areas like strategy, finance, marketing, etc.).

Question: What’s “the wuss factor,” and how do you overcome it?

The “wuss factor” happens when a team member or leader constantly balks when it’s time to call someone out on their behaviour or performance. Many leaders who struggle with this will try to convince themselves that their reluctance is a product of their kindness; they just don’t want to make their employees feel bad. But an honest reassessment of their motivation will allow them to admit that they are the ones who don’t want to feel bad and that failing to hold someone accountable is ultimately an act of selfishness. After all, there is nothing noble about withholding information that can help an employee improve. Eventually, that employee’s lack of improvement will come back to haunt him in a performance review or when he is let go.

How healthy is your organization? take the free survey!

Question: What’s the best way to run an effective meeting?

To answer that question fairly, it is important to be clear about what kind of meeting you are in. I find that all too often, leaders have one meeting a week where they put all issues into one big discussion, usually called the staff meeting. They combine administrative issues and tactical decisions, creative brainstorming and strategic analysis, and personal discussions into one exhausting meeting. The fact is the human brain isn’t meant to process so many disparate topics in one sitting. This exhausts people. For a meeting to be effective, there needs to be greater clarity and focus, which means there needs to be different kinds of meetings for different kinds of focus. So, being clear about what kind of meeting you are in helps everyone understand the purpose and what they can expect for outcomes. The four meetings include:

• Daily Check-ins – administrative information exchange
• Weekly Staff – tactical issues and goal-related activities
• Ad hoc Strategic- strategic meeting that takes on one single big topic
• Quarterly Off-site Review – developmental meeting and review of business fundamentals

Question: How can someone who’s not in the upper levels of their organization make an impact on its health?

While it’s true that no one can influence an organization like the leader and that without a leader’s commitment and involvement, organizational health cannot become a reality, there are many things that employees deeper in an organization can do to make health more likely. First, they have to speak truth upward in the organization. Most leaders, even the struggling ones, want to get better. When an employee is courageous and wise enough to come to them with respect, kindness and honesty, most leaders will be grateful. Without honest upward feedback, a leader cannot get better. Beyond that, people deeper in an organization can focus on making their own departments healthier and not getting too distracted or discouraged by their inability to change things outside of their “circle of influence,” as Stephen Covey says. By focusing on their own departments and their own areas of influence, they provide others with an example to follow.

Question: What’s something I can do tomorrow morning to get started?

The first thing anyone can do immediately to begin the process of making their organizations healthier is, to begin with, themselves and their team. A leader has to understand and embrace the concept of being vulnerable, which inspires trust in the leadership team. That trust is the foundation for teamwork, which is one of the cornerstones of organizational health. If a leader cannot be vulnerable, cannot admit his or her mistakes, shortcomings or weaknesses, others will not be vulnerable and organizational health becomes impossible.

Question: What’s the first step any company can take to start achieving organizational health?

The first step in becoming healthy is to get the leadership team together, offsite, for a couple of days of focused, rigorous, honest discussion. Nothing touchy-feely, but rather a practical session around everything from how the team behaves to how it will succeed to what its most important priority needs to be. That first session will provide the momentum a team needs to lead the organization to health.

How healthy is your organization? take the free survey!

Credit to:

Patrick Lencioni & The Table Group for the “First Team” concept,

Jason Wong of https://www.attack-gecko.net/

and  Dalmau Consulting for the image

I loved my job.

I was part of a powerful and effective executive team to whom I was loyal. I had no problem identifying that they were the team I was personally responsible for and accountable for.

They were my ‘First Team.’

I had built my team into a great team. People took on some of the most complex projects you could imagine and not just succeeded but excelled. I felt great loyalty to everyone who directly and indirectly reported to me.

But there is no doubt that my division was my ‘Second Team.’

Read about what Punk taught me about this situation.

“First Team?”

A First Team – best articulated by Patrick Lencioni – is the idea that true leaders prioritize supporting their fellow leaders over their direct reports—that they are responsible to their peers more than they are to their individual or “Second” teams.

If you’re not entirely on board with that concept, I get it.

In my experience, a “First Team” mindset has been transformational in creating a high performing organization by improving the quality of leadership and management practiced.  

When leaders have built trust with each other, it becomes significantly easier to manage change, exhibit vulnerability, and solve problems together.

I was part of a team who looked and functioned as like example A in the drawing:

When I fell out of my “First Team.”

Things changed when I got a new boss close to me and considered myself a trusted confidant. Over time she went quiet, stopped sharing reasons for decisions and stopped responding. People were hired onto the leadership team I belonged to, whom I believed did not demonstrate the standards I expected of them. My performance began to slip, and my reactions to events were not always as professional as I either hoped or was expected of me.

In retrospect, all the signs pointed to the simple fact that I was nearing or had gone past my best before date as far as she was concerned. To be clear, I have never purported myself to be perfect in any regard. Still, in this case, I was dealing with a boss who was not providing me precise and proper performance management nor effective leadership.

As pictured in example B, I lost faith in my boss and much of the leadership team.

So much so that I focused on my team, and slowly but surely, I became more and more isolated from the organization’s objectives.

 Other Examples of a Broken “First Team”

Imagine a world where the top leaders in your organization are gathered to solve the company’s most pressing challenges. Instead of coming together as a team focused on solving that problem, they approach the exercise more concerned about their self-interest than solving the company’s needs, as pictured in example D above.

Or are you part of a leadership team so disconnected from the rest of the company that they have

no idea what is happening on the shop floor? Picture example C above as the worst of ‘Undercover Boss.’ Where leadership has no idea.

But probably just another day at work for many people, and it’s why I spend a lot of time building a First Team mindset with my clients.

Read more about unaligned leadership teams.

Tragic?

Here are some of the ways I’ve had success in creating a First Team mindset:

Be Explicit

Be explicit about the behaviours you expect from your leaders. Be clear with my managers about their responsibility to one another, including detail of the First Team expectation in the job description and interview for how they’ve practiced it.

Treat Them Like a Cohort

If you don’t treat your leadership team like a cohort, they won’t become one. Ensure you regularly bring together your leadership team, including everything from mailing lists and slack channels to team-building exercises and social events.

Information and trust are the currencies of leadership, and demonstrating an equal distribution through shared experiences is a powerful tool.

Help Them Help Each Other

Encourage interdependence and normalization of help-seeking amongst team members.

Please encourage them to talk to one another about their problems and refer them for help.

Role-play difficult conversations with a fellow manager role play it.

Help Them Help You

Invite your First Team to help you solve your problems.

This vulnerability may feel scary, but it has proven beneficial to leverage your leaders’ capabilities to lead to better outcomes for your organization. And it is a great development opportunity because it exposes them to the types of problems they will face at the next level of their career.                   

Make it Stick

To ensure that you and your leadership team is adhering to the First Team concept, I recommend reviewing the following with your team:

• • At every opportunity, point out the priority of Team #1 before making any critical decisions.

This will put leaders in the correct frame of mind.

• • Demand that team members prioritize the executive team over all others.

When the executive team is truly cohesive and prioritized appropriately, their ability to face complex challenges with further confidence bonds the team and models unity to the organization, this requires an absolute, unwavering commitment to the First Team.

• • Explain how the team’s direct reports will be impacted.

We all know that if there is any daylight between executive team members, it ultimately results in unwinnable battles that those lower in the organization are left to fight.

Like many of the concepts I consult on, First Team is as powerful as it is simple.

Learn more about how I work with executive teams

I have seen highly educated leaders with vast experience have an “aha” moment about the First Team concept resulting in an immediate impact on their team’s cohesion and ability to succeed.

Much of success in business relies on getting everyone on the same page.

And inevitably someone has to choose to lead the charge in getting clarity. 

In the Army, we reviewed ‘comms’ (communications) procedures during pre-mission briefings to ensure that everyone would be on the “same frequency.”

In this case, gaining clarity could mean the difference between life and death.

In team sports like football and baseball, we see players and coaches using all sorts of signals and methods to achieve communications clarity to have precise execution of the play.

Without clarity things fall apart as the play unfolds; the feedback loop is immediate and obvious—from both the players and the fans.

The Challenge

At work, it is not as obvious as the fans booing you when there is a loss of alignment and focus.

I see it every day, and I understand why it’s so easy to fall into this trap.

We’re all uniquely designed and are naturally inclined to communicate in unique ways.

The goal is to understand your natural behaviour and make positive adjustments so that everyone clearly understands your message.

Clarifying Clarity Clues

Here are also two important clues to clear up the murky fog of communication and gain greater clarity –

Don’t assume that everyone hears (and visualizes) your message.

We have a natural tendency to assume that something is clear to us; we assume that it would be clear to everyone else. 

Using the sports analogy, teams usually have set plays, and they rehearse them in practice for weeks before they execute them in the game.

Work situations may not have a playbook, so when the leader calls the play, team members create their individual mental diagrams/pictures of what it’s supposed to look like.

Read about different images of the future

And,

Some are distracted and never even hear the message. 

As a leader, we must regularly and publicly clarify our expectations.  

At the top of the organization, most of these expectations are at the 37,000-foot level. 

As we move down the organization, the clarity needs to get more granular as standards more specifically to the tasks.

This is hard work because it takes mental discipline, time, and energy to clarify what is expected of our employees and to supervise the level of detail is required.

Read about expectations

Clarify Where You Are

How are you doing on clarifying standards and expectations?

Reflect on it yourself and look for times when people were not on the same frequency with you.

What happened?

Whose responsibility was it?

Get feedback from a couple of your stronger players on how well you are doing on clarity.

I often work with people who are transitioning from follower to leader.

The question always arises is: What characteristic makes a good leader?

I tell them the answer is moral courage. 

I realized I was never as concerned about my boss’s technical expertise as I was about their moral courage, honesty, and ethics.

Coincidentally, Abacus Data shared the results of a poll examining Canadians opinions of the leadership, answering the question by saying:

“Leadership can be hard to define – but … people … know what they like when they see it. We gave respondents a forced-choice question about what was most important to them in supporting a … leader. By a considerable margin, “values” (42%) were identified as the top quality to look for, followed by judgment (29%). “Ideas” (15%) and “attitude” (13%) were well back in consideration.

What Matters Most in a Leader?

For me, values and judgment add up to Moral Courage. Historically, courage hasn’t been recognized as an essential attribute for business leaders.

This is changing.

Future leaders will need the ability to act courageously.

Without question, innovation is needed in “for’ and ‘not for’ profit businesses, but courage makes change possible. 

In a recent Harvard Business Review article, Rosabeth Moss Kantor wrote:” moral courage enables people to stand up for principle rather than stand on the sidelines.” 

What is Moral Courage in Leadership?

Courage in leadership is doing what’s right despite being afraid of risking negative repercussions.

Fear is the most common reason people give when they avoid being courageous. Think about how you feel when you watch a leader who demonstrates personal courage. Most likely, you will trust that leader more.

Courage comes from being very clear about essential values and working to achieve goals that are consistent with those values.

Ultimately, every leader has the choice to either lead with courage or lead without it.

Examples of Courageous Leadership Behaviours

1. Moral courage & humility when providing honest feedback in conversations and discussions or managing your supervisors or boards
2. Allowing alternative & opposing viewpoints to be shared with the rest of the team.
3. Speaking up rather than being compliant in silence.
4. Leading through change & not settling for “we have always done it this way.”
5. Taking ownership when you are in uncharted territory, and the safe path is to do nothing.

How are you, or your organization, doing at removing the barriers to morally courageous behaviour? Try this simple exercise here to find out. 

Developing Moral Courage

1. Be very clear about your vision and values.
2. Scripting in advance what to say.
3. Anticipate those who will disagree.
4. Be honest in admitting when you have made a mistake or taken a wrong path.
5. Be willing to entertain new ideas and change your assumptions.

Courage is a learned skill, and we all can be courageous. Being brave means stepping out of your comfort zone and taking risks.

As we invest in the future and emerging leaders, isn’t it better to learn values, judgment, and moral courage in a SYSTEMATIC and PURPOSEFUL way instead of allowing them to muddle through?

Do you think fear is driving your leadership actions? Here are 7 questions to prevent fear of leadership failure. 

If you’re interested in going more profound or moving your career to the next level, you’ll also want to look at my 1-on-1 coaching services.

If you enjoyed this article, be sure to check these out, too:

How One Word Can Damage Workplace Culture

9 Stupid Management Practices (and what to do instead)

The 6T’s To Know What To Delegate

This article was originally published on January 5, 2015, and has been updated.

They say “sticks and stones may break my bones, but words will never hurt me.” But words do hurt—and all too often, what they hurt is workplace culture. 

I have come to realize how important words are not only in everyday life, but in our workplace interactions as well.

And I don’t just mean poetry and prose. Simple one or two-word phrases can stop a conversation dead in its tracks. This can lead to mistrust and a toxic work environment.

I wouldn’t call myself a word nerd. But I understand words are significant so I try my best to use them as precisely as I can. 

Before I get to examples of words and phrases that can damage workplace culture, let’s look at some common terms that are often used incorrectly or made up entirely.  

Words that are commonly used incorrectly.

• Adverse and averse
• Affect and effect
• Led and lead
• I.e. and e.g.

Made up words and phrases:

• “All intents and purposes,” not “all intensive purposes”
• Enunciate, not annunciate
• Espresso, not expresso
• Cabinet, not cabnit
• Nuclear, not nucular

If the words or behaviour used at work lead to a culture of harassment, here are some ways to stop it dead in its tracks. 

Words that lead to an unhealthy workplace culture.

Now that we know some of the words and phrases that are often misused or made up, let’s get more specific. 

If you’ve noticed a dip in morale or in overall performance at work, it might be time to ask yourself about the words you use or the words you hear your team use with one another.

Here are some other questions you can ask to check up on your team. 

The following are some words and phrases that can kill trust and lead to a toxic work environment: 

• “Yeah, but.” This tells the listener that you don’t care about what they’re saying.
• “You don’t understand.” This causes the listener to feel like they are being disdained.
• “With a bit more experience…” This dismisses youth and enthusiasm. 
• “I appreciate your comments.” This tells the listener thanks, but you think he is an idiot.
• “It’s not in the budget,” or “That’s not according to policy.” This means you’re blowing the person off because you haven’t even thought about what they’re proposing.
• “Five-year strategic plan.” Usually, this just means blah, blah, blah, blah, blah.

While we’re on the topic, here are 2 phrases a boss must learn to demonstrate their trust in their team. 

Words cut to the core faster than a knife. They can cause wounds that take forever to heal.

As a leader, our people are watching and listening to everything we say, ergo (and I use that word correctly), leaders must be very precise with the words we choose. Words must be applied judiciously and thoughtfully—or we risk contributing to or creating a toxic work environment.

In World War II they said ‘loose lips sink ships.’ In today’s world, loose lips can sink workplace culture.

If you’re interested in going deeper on improving the culture at work or moving your career to the next level, you’ll also want to have a look at my 1-on-1 coaching services.