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Business Creativity & Innovation

Tag Archives: behaviour

Undercover Boss – would you try it?

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Undercover BossMany readers will have seen either Undercover Boss or Undercover Boss USA where the boss goes undercover, working with frontline staff to see how the business is really performing. I’m sure that these companies are selected for their entertainment value but they do throw up some real issues.

In many cases the businesses are not performing but the bosses seem not to be playing the blame game and realise that in many cases head office is a little out of touch. What they do seem to get though is that if they support their staff then they will get the best out of them and stand a fighting chance of beating the recession.

So, you’re the boss. Do you dare to go undercover and find out what is really happening? How will you react when employees do not worship your photograph or have less than ideal things to say about you, their pay or working conditions? What will you do when you find that front line staff are abused, spat at or are targeted by armed robbers?

You’re not the boss. Is your the sort of business where the boss would come and find out how you are doing? If so then great, if not then how can you attract his attention? If the boss (or bosses) is not interested then I recommend you look for a new and better job right away!

Finally, no bosses should be going undercover anyway. Employees should know who the boss is and how to contact them (about important issues) and be able to equate those at the top with company vision and values. Bosses should also have their finger on the pulse and have a much better idea of the workings of their business and the opinions of frontline staff. Sounds like a call for a cull of middle management – make up your own mind about that!

Good Boss, Bad Boss?

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Good boss or bad boss?Do you identify with any of the following?

  1. You have criticised an employee openly in public
  2. You have taken credit for the work of others
  3. Your employees are anxious in your presence
  4. You expect employees to do what you tell them without question
  5. You believe employees should automatically know what to do without guidance
  6. You shout or scream at others in the workplace
  7. You publicly belittle employees as a method of punishing them
  8. You have favourites amongst your employees and you make this known
  9. You dislike or fear  delegating
  10. You constantly check the work of others and micromanage constantly

The more of the above statements you identify with, the greater the chance that you are a ‘Bad Boss’.

Think about the last time you had a ‘Good Boss’. I bet that they:

  1. Were humble about their own achievements
  2. Showed integrity
  3. Were knowledgeable
  4. Allowed people to work unhindered
  5. Provided support when necessary
  6. Were keen to try new things

And if you had a ‘Bad Boss’ they probably:

  1. Were never there when needed
  2. Wanted to know what you were doing and why
  3. Usually said ‘no’ when you suggested new ideas
  4. Made you feel as if you were not trusted
  5. Looked glum most of the time
  6. Talked about themselves a lot and listened very little

I think that you get the idea. Now which type of boss are you and what are you going to do about it?

Give Your Colleagues A Whack On The Head!

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Now that I have your attention, please do no resort to violence, I just want to wake you up!

Organisations, just like people, can get set in their ways. Relying on established ways of working and fixed patterns when solving problems not only stifles innovation, but can lead to a narrow perspective and moments of self delusion when you kid yourself that things are going ok ,and there is nothing else you can do. Here are three ways to help your organisation  wake up:

  • Challenge existing rationale. Every organisation has shared explanations for doing things the way they do. Be critical about these explanations and ask the question ‘why is this standard practice?’
  • Expose faulty either/or thinking and decision making. Sometimes we are forced to make irrational choices about how to work. Don’t let your choice be A or B. Propose options  C or D as new ways of working and evaluate them all.
  • Focus on the long term. By focusing on the  near future you will be more inclined just to keep on doing the same old things. Help to wake up your colleagues by letting them see the bigger picture, and understand not only the short-term gains but also the long-term consequences.

Be gentle!

When is a change not a change?

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This is not a trick question. Many of us have undergone change programmes over the years and many have not worked or had no effect. Why is this? The answer is quite simple, the initiatives have not been Change programmes, they have mostly been renaming exercises. The phrase ‘rearranging deckchairs on the Titanic’ springs to mind here and it is most unfortunate that such exercises have largely been carried out in the public sector in the UK since the economic downturn began to bite.

So what has actually been happening, particularly in our councils and Civil Service? Luckily for employees, the public sector currently has a policy of no compulsory redundancies, which means that only costs other than labour can be cut which in turn leads to the desire for greater efficiency. The desire for greater efficiency then leads to the reorganisation of people. Structures, responsibilities and titles change but job descriptions, behaviours and attitudes do not.

Why does this matter if the organisation has not had to shed employees other than through voluntary schemes, after all efficiency has been addressed and costs cut! Let us go back to the reasons for change, to alter the way in which the organization works (effectively and efficiency) and ensure that it is fit to face the future. To do this we have:

  • Shed staff, often indiscriminately
  • Adopted best practice from external sources
  • Changed the organisational structure chart
  • Amended job titles

What we have also done is:

  • Lost valuable knowledge and experience
  • Failed to communicate the reasons for change and expectations
  • Addressed any necessary changes in behavior
  • Failed to address insecurities regarding the future

We are likely to end up with an organisation that wants to work as it has always done (but when it has let valuable employees go) but which its masters want to go in a different direction. Think of a train running on tracks with the Chief Executive running alongside shouting ‘no, over here. Go this way’. Many will say that this is all that can be achieved in the current climate in a short space of time. My point is that the work should have been carried out properly over a longer period of time if those in power had the skill and foresight to begin the changes a couple of years ago.

This all sound very negative but is easily sorted by:

  • Ensuring a transfer of knowledge when staff leave
  • Employing change agents within the organisation to help with real change
  • Engage the employees at the ‘coalface’ – in a hierarchical organisation you could be ignoring 80% of the workforce
  • Focus on required behaviours rather than simply changing job titles
  • Encourage transparency wherever possible

Innovation – wrestling with Jelly

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For those people who have yet to get to grips with using Creativity and Innovation to gain greater success in business here are a few things worth thinking about. For those of you that have, then you should look at these issues and feel proud that you have overcome them!

“Few great men would have got past personnel.”  Paul Goodman

How true! Whether you think about one off characters such as Richard Branson and James Dyson or gangs of people that work for Google or Apple it is highly unlikely that your recruitment procedures would result in you recruiting these people. HR departments can get so fixated on employment law that they do not act to recruit and retain the best human capital for your business.

“Since we live in age of innovation, a practical education must prepare a man for work that does not yet exist and cannot yet be clearly defined.”  Peter Drucker

Yet another issue to grapple with. We can have a stab at what the future holds (futures is a brilliant use for alternative thinking) but even without this, we do know the sorts of skills that our workers must have and the types of behaviours that they should exhibit. Our workforces should be matched to these criteria and be able to learn readily and tolerate a degree of ambiguity. But if things cannot be cast in stone, where does this leave unions and other representative bodies that might be resistant to change?

“The leaders say: “Let’s be more innovative.” The staff says: “Bravo. When do we start?” The mid-level managers say: “Wait a minute, let’s think about that. What about… and …? Have you REALLY thought it through? Does this mean I have to change?””  Claude Legrand

This is where you will find either the greatest resistance or the greatest assistance. Sometimes layers of middle management are inserted for no good reason. They are dead wood and must be removed, but they can occupy a very important position. Whether your information tends to flow bottom up, top down or side to side this is where data, information and knowledge smash into each other and connections are made.

“People buy more weight loss books/diets (tools) than all other books, yet people are fatter than ever. Why? Most diets do not address the psychological reasons (mindset) for eating. The same holds true for innovation.”  Stephen Shapiro

True again. Why do you or your business actually wish to innovate? Is it because it is the latest craze down at the Chamber of Commerce or are there good reasons for it such as flexibility sustainability, improved motivation etc. Are your aspirations as a management team aligned with those of your employees (and perhaps middle managers)?

The Creativity Detox Diet

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My view of an organisation that exhibits creative or innovative behaviour is organic and focuses on people. It therefore seems a good idea to use metaphors that relate to the wellbeing and performance of people themselves. So what does make us feel good or energised and what is not so good?

How about a detox by way of a change in diet (as opposed to some of the unpleasant practices that exist at health spas)? As human beings we tend to feel sluggish when we have drunk too much alcohol or coffee or not enough water. We are told to eat foods high in fibre and cut out refined sugars and saturated fats. Lastly we can all eat less.

How does this relate to our organisations? Our organisations can feel sluggish and stodgy when:

  • We all keep doing exactly the same day in and day out
  • Bosses spend much of their time micromanaging and dictatorial
  • Knowledge and opinions are not canvassed or allowed
  • Lack of transparency cause workers to ask ‘why bother’

… and how about having too much of the things that are bad for us:

  • Too many initiatives and change programmes
  • Over reliance on outside consultants
  • Analysis paralysis i.e. analysing rather than doing
  • Fear of making mistakes so we ‘do not do’
  • No strong vision or commitment (no diet plan)
  • No shared responsibility (no commitment to our diet)

Readers can take this metaphor as far as they like, as with most things it is simply another way of looking at our organisations to find new and different solutions to our problems.

Innovation In The Public Sector

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This article is based on thoughts and observations rather than research, and is meant to stimulate some thinking on the topic. There will be some generalisations and hence some exceptions can be found also. In this context I define the Public Sector as everything that is not Private thus education and Not For Profit are included also. Innovation is taken to be some sort of system where processes and behaviours are changed to create value and improve output rather than the shiny new gadget that has just come from a high technology start up company.

The big question is ‘Does the public sector innovate?’ and the straight forward answer is no it does not because it cannot. I know of examples of medical innovations within the National Health Service which are exceptions to the rule but the system as a whole does not innovate.

One argument that I often encounter when challenging people on this issue is that their work is governed by rules laid down by government, both local and national. If you provide a service then those rules normally prescribe what happens or must happen at the point of service delivery not what goes on within the body providing the service. So the world is your Oyster as far as Innovation is concerned.

So what prevents Innovation? First of all there are hundreds upon hundreds of self imposed rules or boundaries (see my article on Innovation By Breaking Rules) which are justified by statements such as ‘That is the way we have always done things’. Why is that? What can be changed, rearranged or replaced to improve the quality of what is being delivered? How many people challenge the boundaries?

Targets are a huge issue. I encourage readers to read ‘Freedom From Command And Control’ and ‘Systems Thinking In The Public Sector’ by John Seddon who has a lot to say on this matter. Badly formed targets only encourage behaviour that is designed to meet targets, not to improve service delivery or create value. Many organisations (including private sector) have experienced the touch of Business Process Reengineering (BPR) gurus who have stripped down and rebuilt public sector systems that work poorly. John Seddon talks of ‘value demand’ (demand on a public service) and ‘failure demand’ (demand by way of failure such as complaints or having fragmented information). Our streamlined front/back office systems are candidates for large amounts of ‘failure demand’ and hence wasted energy (but they do meet their targets!!).

Another complex issue revolves around Human Resources and the Unions. I shall not blame either party but simply illustrate a situation that needs resolving. In much of the public sector, HR has been centralised as Employment Law has become more complex thus responsibility for some soft management issues has been withdrawn from the front line (and some managers may have welcomed this). HR has become more about Employment Law and not getting the best out of the workforce.

Even when an employer wishes to reorganise the workforce they come against the Union who are quiet rightfully there to protect the rights of workers. They often start their negotiations from the point of view of ‘change is bad’. Another factor that does not assist is the fact that public sector recruitment and working revolves around the job description and person specification which HR would dearly love to change and the employee and the Union would not (unless there is some compensation). Why is this so? Why can’t contracts of employment describe behaviours and responsibilities rather than actions and qualifications?

Currently in the UK, we are getting ready for significant cuts to spending in the public sector which should spur us on to trying something radical to maintain services to ratepayers and taxpayers. The current economic climate presents a possibly unique opportunity to sow the seeds of Innovation. The danger is that the public sector will be made weaker by simply chopping off bits and not reorganising the remnants or outsourcing to organisations that are still based on a front/back office system that has high failure demand. The justification is that this is what happens when public sector spending is cut.

The conclusion regarding the question ‘does the public sector innovate’ is still ‘no it does not because it cannot’ but also that ‘it does not because those in charge (politicians and civil servants) simply will not’. We can do something about it, if somebody will let us.

Modelling innovation culture using social media

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I have my own unique model of Innovation which helps with obtaining 'buy in' and best of all, it leads to a method of measuring the capacity to innovate which is a much more sensitive measure than waiting for KPIs to change. I had been puzzling for a while about how to model the spread of Innovation and the transfer of knowledge as well as other issues such as communication and trust. Little did I know that I had already considered this without really understanding.

Recently, I attended a talk by Dr Kelly Page of Cardiff University about New Media and Web 2.0. I became particularly excited by some of the concepts and analysis surrounding Social Media such as Twitter, Facebook, Flickr and YouTube.

In an (ideal) Innovation culture there is little or no hierarchy and knowledge flows at varying rates and often 'on demand'. There are groups of interest and depending on technology, trust relationships can also be built. Rather than humans adapting to technology (remember the first mobile phones, the birth of the Internet), technology is now being developed to match and mimic the behaviour of groups of people in a social environment.

Analysis of this behaviour is interesting. Looking at traffic on say Twitter, a group interested in a particular topic will have what looks like random connections. These are not random and are built upon interest, trust and knowledge amongst other things. Within Organisational Development we might say that these connections do not map onto an organisational structure chart but map onto informal advice, trust and communications networks.

So interactions within Social Media look like those in an ideal Innovation culture, and playing with this idea we can adapt our model for a range of situations. But these changes are incremental. We know that introducing certain technologies into society often changes society itself (electricity, telephone, motor car) so will introducing technologies such as Social Media actually lead to changes in society and in particular our businesses?

The answer is most definitely yes. By trying extreme versions of our new model we can safely say that hierarchies will die and that concepts such as vision and values will truly have shared ownership. Ultimately it will make our businesses more profitable as those working in them will be empowered and will all share responsibility for success. Those who cling onto the old hierarchies will find themselves bypassed in advice, trust and communications networks, they will be lonely. Watch this space for new developments (or should I say MySpace?).