‘Every McDonald’s is the same, except that it isn’t.’ (Shirley Moorse)
Nothing beats a dazzling encounter. The global Mc-giant prides itself on brand consistency, yet the actual customer experience is influenced as much by what she or he encounters in real, individual members of staff as whatever is on the menu. The same is true for any organisation or business that depends on interpersonal interface between people. One stroppy glance or unhelpful remark and you’ll hear the door clunk/phone click as the person leaves. Put that in your pipe and smoke it.
A boss can’t instruct staff or team what mood to be in any more than a person can herd cats. A supervisor can’t maintain a constant watch for any slightest shift in facial expression, subtle gesture or tone of voice that could result in delighted customer on the one hand, or one lost to the eager competition on the other. The tighter the grip, the higher the risk of rupture. A stranglehold always suffocates. Positive spirit can be invited and influenced but never managed or controlled.
Apple guru, Steve Jobs remarked, ‘It doesn't make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do.’ That’s about releasing magic, human, talent and potential. I had a dazzling encounter with Emma this week, an estate agent from Harper & Co in the UK. Bright natural smile, listening ear, creative ideas – and a stunning personal and professional style that lives and breathes passion, integrity and effectiveness. You can’t order that with fries.
What have been your most dazzling encounters? How do you release this talent and potential in others?
‘Good is the enemy of great.’ (Jim Collins)
When we look out for great qualities, talent or performance; when we attempt to codify great competencies and to recruit, develop or retain them; we need to ask ourselves seriously: ‘Great - in relation to what?’
An existential view reframes everything. If shifts our attention from, say, ‘How can we make this more profitable?’ to ‘How can we make this more purposeful?’ or, ‘What is my career trajectory?’ to ‘What is my calling?’
Good is the enemy of great? Yes, if by ‘good’ we mean mediocre, a failure to reach a true, positive potential. No, if by ‘good’ we mean those ethical-spiritual values that call us back to who and what really matter most.
How do good and great feature in your life and work, and those of your clients – and how do you/they manage the relationship between them?
'Give a man a fish and you feed him for a day. Teach a man to fish and you feed him for life. Right? Wrong. Not if there’s a factory upstream pumping toxic effluent into the river.’ (Bill Crooks)
Bill’s jolting critique demonstrates starkly the potential inadequacy of focusing on a person, or an issue, out of context. There is, after all, always a context, a Gestalt ‘Ground’, that bears an influence on a person, team, group or organisation and what she, he or they are capable of achieving. It could be an enabling or disabling influence, a stronger or weaker influence, yet an influence all the same.
I worked with an organisation that took contextual dynamics very seriously; e.g. when setting and reviewing goals, ‘What else?’ was a key question. What else would it take to achieve success, over and above the enthusiasm, expertise and hard work of the individual? What people, resources, relationships and other factors would she have to navigate well, and what support would she need?
This approach raises some interesting questions. If we take this kind of systemic view, to what extent does it make sense to reward (or reprove) an individual if the wider context plays such a significant influence on what he does, or doesn’t, do or achieve? It is something about how well, or not, he grasps, transcends or overcomes whatever opportunities or challenges the context may create?
What do you think?
Can I help you develop greater systemic awareness in your work? Get in touch! firstname.lastname@example.org
If you’ve ever lost a set of keys, you’ll know how frustrating it can be. I once left my keys in the ignition switch of a car. I could see them through the driver’s window dangling tantalisingly at me but couldn’t get inside the locked car to retrieve them. More recently, I moved house and found a whole container of keys that I couldn’t recall ever using. I had kept them in a safe place but now couldn’t remember what they were for. I left them with some trepidation, hopeful that the new owners could use them yet nervous that at some point in the future I may discover I need them.
The thing about keys is that they unlock things. (They lock things too but I’m going to focus for now on the unlocking part). Without they key, whoever or whatever lays behind the locked-lock is there all the same and yet inaccessible and unavailable to us. In that sense, insofar as our connection with who or what lays behind the lock is concerned, it’s as if they or it exists for us only in potential. Our reasons for locking are interesting too. We sometimes lock to keep things safe; at other times we lock to keep ourselves or others safe. In effect, a key can be a means for release or for constraint.
I think there’s a useful metaphor here. In organisations, groups and people, who or what lays locked away that, if released, could become, enable or achieve great things? Who or what are the keys that could unlock, resource or set free that amazing hope and potential? I believe this is a treasure that leadership, coaching, OD and training can bring. It’s about being present, reaching out, listening, being curious, posing questions, sharing ideas, taking risks, trusting intuitions. In biblical terms, it’s about spotting and nurturing God-given gifts and talent. Are you the key to someone’s lock..?
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