culture change – Page 3

April 2, 2017

Nurturing the Courage to Lead

$\"\"$ Some of the feedback that I have received from my team is that my leadership style is so different than what they were used to that they were unsure about how to act. Someone told me that his experience was that every time he raised his head to present an idea, it was like “whack a mole” and so he learned to just keep his head down.
That is a powerful and painful story!
So, when I came in and said that I expected everyone to be a leader, I can understand why people were skeptical and hesitant to act.
To give individuals the skills and confidence to be effective and courageous leaders and shift their stories and the culture, I worked with Eric Brunner and Towanda Record in our HR Professional Development team to co-create a “A Wiser Way” leadership seminar series. The seven sessions cover the following topics.

Aligning to Purpose
Rewriting Our Stories
Understanding Self and Others – DISC
Crucial Conversations
Why to Reality – Power of Habits
Storytelling/Improv
Now What?

The first cohort of participants just completed the training.
The training wasn’t mandatory and a few people dropped out or didn’t attend all the sessions. Around 70 of the original 85 people were in the final sessions and gave us very direct feedback about what they appreciated and what they wanted to see changed in the training.
The feedback was overwhelmingly positive.
The most vocal promoters of “A Wiser Way” are the participants who were the most skeptical coming into the training. The change and growth has been amazing to watch.
I sat back with great appreciation as one of the participants went on for several minutes when I asked her to explain what she got from the training to a visitor. She talked about how she had learned to have positive crucial conversations in a different way after decades of being in a leadership position and how it wasn’t hard and much more effective. She realized that she had been avoiding interaction with several peers. After the training, she had the skills, an empowering story, and the confidence to engage in a different way. She collaboratively engaged her peers and reported that she felt great about the interactions that she had been avoiding for months.
That is a powerful and energizing story!
“A Wiser Way” is an experiment and the culture is shifting already. We will give 150 more people the opportunity to go through the training by the end of this year. I am very interested to see what happens as more and more individuals shift their story from expecting to be whacked down to being courageous and confident leaders.

January 18, 2017

Reshaping Culture through Small Deliberate Decisions

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Last week, we launched “A Wiser Way” leadership training program and almost 90 people started on the journey to create a learning culture that will fuel excellence and innovation. The objective of the leadership training is to develop self-managed leaders and teams who cultivate a sense of curiosity, foster a culture of positivity, build a collaborative environment, consistently execute, hold themselves and others accountable, and lead with integrity.
More than one person has talked to me about how the training was startling because it demonstrates so thoroughly how different my leadership style and expectations are than the previous leader. I don’t think I understood until I heard these comments how disorienting it has been for people to adjust to my very different expectations in how we will do our work and interact with each other.
The training is designed to help with that adjustment and give individuals skills and practice in becoming more autonomous. As we designed the program, we made small but important decisions to reinforce the objectives of the training,
The training is not required. Requiring the training would be top down and authoritarian, which is counter to the principle of self-management. So instead of mandating the training, I invited people to participate. I talked about how excited I was about the training and thanked everyone who signed up.
The training was offered to every team member, not just managers or “high potential” employees. This sends the message that leadership is not tied to position. We expect leaders at all levels and everyone contributes to building our culture and instilling excellence. It also clearly demonstrates that every person is worth the investment and we believe everyone is capable of learning and growing.
We paired participants with peer coaches. As we assigned pairs, we deliberately chose individuals from different groups and at different levels in the organization. This reinforces the message of collaboration and gives a safe place to practice accountability with a peer. And again, it reinforces the belief that leadership is independent of organizational position and hierarchy.
We asked the group to set their own rules for the coaching cohorts. We introduced the GROW coaching model, which teaches the coach how to ask open-ended questions that allows the person they are coaching to set Goals, understand their current Reality, explore Options, and determine what they Will do. This model teaches self-management and the role of a manager or peer in encouraging self-management in others.
We chose to train a large group of people to create a common language and set of expectations. We will offer the training enough times to give every person who wants to take the training the opportunity to participate.
The feedback from the first session was incredibly positive. As we have designed and started to deliver the training, it has challenged me to be very intentional about small decisions and word choices. Something to think about this week is whether your small decisions and actions are supporting a culture of learning and excellence.

December 13, 2016

Stopping the Negative Downward Spiral

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As we are opening up different ways of communicating and working together across campus, it is exposing gaps in expectations, lots of fears, and many stories. Sometimes very talented and committed people escalate their frustration, pick lines in battles between groups, and reinforce negative perceptions about individuals, creating a negative downward spiral. For many reasons, this is a common and understandable pattern that I’ve observed on several occasions.
I am sure everyone one of us can relate to being indignant over the actions of others. I certainly can. I have felt disrespected. I have felt that there is no way to satisfy someone’s expectation. I have felt criticized and unappreciated. I have felt fearful that I am not going to be able to get my work done successfully. These situations make us feel uncomfortable and they are not easy to work through.
The good news is that we are talking about our concerns and frustrations openly and with each other. That is a first step. Now we have the opportunity to work together to change these negative patterns..
We each have the ability to stop the spiral.
As we start talking directly to each other about our concerns in an open way, we are not going to do it perfectly or, even very well. When you receive negative feedback, you may want to withdraw and communicate less. This is the time to communicate more, not less. Try to have empathy and patience with yourself and each other. We are all practicing a new way of communicating and working together. The information that we get, even if it is not delivered perfectly is so valuable. Feedback can help us know where we have not been clear enough and what isn’t working.
We also need to try and assume good intentions from others. This is foundational because it helps regulate our response and keeps us open to listening. I have found it important to also check my own intentions to see what I really want. When my intentions are based in fear and are not positive and supportive, it is difficult to imagine that others are acting more altruistically than I am.
Most importantly, we need to acknowledge our part in creating the negative downward spiral and environment. I had a situation at work where I was constantly frustrated with a smart and negative colleague who was very critical of me and my team. I avoided him and minimized his feedback. This had been going on for years. At the urging of my coach, I deliberately practiced withholding personal judgment, spent time talking with him personally, and looked for opportunities to acknowledge his contributions publicly. He became a friend and advocate. That was such a powerful lesson for me because I couldn’t see my own part in creating the negative pattern. I thought it was all his fault.
As I have shared these principles with several individuals, I have been appreciative about how open they were to change and willing to partner to create a more positive, effective, and collaborative team environment across all of the groups at Temple.
My invitation to you this week is to commit to doing your personal part to stop any negative downward spirals in your world.

October 27, 2016

Collaboration, more than just a checklist item

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Collaboration is an overused term, especially in higher education. I have used it myself, often and broadly. Despite its general overuse, I added it to my top five characteristics that are required to create empowered and engaged employees. So this is my attempt to describe how collaboration looks and feels and how I have sharpened my definition as I work on being a positive leader.
Collaboration is not just a checklist item on a project plan
As a project manager over major systems implementation, I have added collaboration checkpoints to make sure we were actively engaging with the many constituents who wanted input into decisions. This is a vital part of a project when people really contribute to the decision making process so their participation shapes the outcome.
In the past, I often knew what I wanted the outcome to be and treated input and collaboration as necessary and time-consuming checklist items on my project plan. I’ve learned that when this happens for me, I know that I am not really collaborating, but just going through the motions of collaboration. I have certainly been on the other end of this, when I am called into a meeting or put on a committee where the outcome is already determined. When collaboration becomes just a checklist item on a project plan, it feels like a waste of time for everyone involved because it is. When this happens, it increases cynicism and disengagement.
Collaboration is different than consensus
I have often confused collaboration with consensus. They are not the same. Consensus focuses on coming to agreement on a decision while collaboration encourages the sharing of creative and innovative ideas. When I have been in a full consensus environment, it did not feel like an open space of risk and change where ideas could percolate and lead to richer outcomes. Consensus is often rooted in politics and in trying to please everyone, which is not possible when you are a leader. In a full consensus environment, anyone could veto an idea, which I have seen paralyze an organization.
Collaboration is deeper than sharing ideas and experiences
One of the great things about being in higher education is the willingness of colleagues from other institutions to share their experiences. I am at Educause this week, where the entire event revolves around peers sharing what they have learned with others. Yesterday, I was fortunate enough to participate in a workshop at the conference that moved from sharing to true collaboration, as I worked with a peer from Temple to analyze the root causes of barriers in promoting student success across campus. Collaboration goes beyond the sharing of ideas. It involves working together to create something or to solve a problem.
Collaboration is giving away the power of controlling an outcome
Giving away my desire to control an outcome is the hardest thing for me to do and something that I am continually trying to improve upon. However, my experience is that when I have given away the control and actively partnered with others, things go so much better than when I try to control outcomes. Exerting control is based completely in fear, naturally causes resistance, and makes it harder to get things done. I used to think that it was my job to sell ideas and solutions. I have learned that selling is not collaboration, it is trying to get others to buy into your idea or solution.
Collaboration is actively engaging with willing partners to co-create solutions
I love Eric Dube’s reframing of collaboration as co-creation. The key to full employee engagement is for our processes and systems to be co-created by the people who will be using them. The overwhelming openness to work together across the entire campus on our strategic web project is a recent example of how having open conversations and extending the invitation to help solve long-standing problems is welcomed and appreciated.
Collaboration is creating a safe place to share ideas and openly challenge each other’s ideas
Creating a safe environment for sharing and challenging ideas is perhaps the most critical part being a leader. Actions speak much louder than words. When I am being humble and vulnerable, it creates a safe place for others to do the same.
One of the most powerful ideas that I have embraced as a leader is that it is not my job to come up with all of the ideas or solutions, but to ask good questions to expose ideas that will help the team create solutions. We then can have the conversations that will remove barriers and move us forward.
Collaboration is amazingly fun
True collaboration feels good and is an amazingly fun way to work. It is delightful to create innovative and interesting solutions with others in a supportive environment. I have found that engaging a skilled facilitator or using liberating structures are both helpful in promoting collaboration.
If you are collaborating and it is extremely painful, I would suggest that you or your collaboration partner might be trying to control rather than collaborate. Something to think about this week.

October 21, 2016

Practicing Giving and Receiving Feedback

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I had so much fun at the all-staff meeting we held this week at Temple University and felt very supported by the team as we practiced giving and receiving feedback to create a more open and collaborative culture. We invited all of our IT colleagues from across campus to join us for the meeting and many of them came, which was terrific.
I was able to incorporate some of the feedback from our previous meeting. Specifically, I heard that some team members were uncomfortable at our last meeting because I asked everyone to share personal stories with someone they didn’t know. Also, I received a suggestion to use technology to solicit more honest feedback and make people feel safer. To address this concern, I used PollEverywhere to create anonymous polls scattered throughout the presentation.
$\"fear-to-freedom\"$ After giving an update on the action items from our previous meetings, I introduced the Fear to Freedom model to the group. This is a simple and powerful tool that has helped me recognize when I am in fear and focused on myself and to manage myself to a more open and free state of mind.
The heart of the training was around how we can think about feedback as a gift that we graciously give and receive from a place of freedom and openness. These are the principles that we asked everyone to follow.
When giving feedback:

State facts – be specific
Leave out generalizations (all, every, always) and judgement (good, bad)
Go direct – preferably in person
Check your intentions
Ask if the person is open to feedback
Use “MRI” – Most Respectful Interpretation – of others’ actions.
State the problem from your own observations

When receiving feedback:

Listen attentively
Say thank you
If you are not in a place to be open to feedback, let the other person know
Assume the best intentions
Ask clarifying questions
Avoid being defensive (going to fear)
Take the feedback away, determine what you want to do with it

Then we broke into groups of three and alternated roles of giver, receiver, and observer playing several scenarios designed to show how fear can interfere with either giving or receiving feedback.
After the first scenario, I asked the group whether it went as they expected and many of the groups indicated that they were surprised that the gift of positive feedback was not well received. Each person only saw the following information for the role they were playing.

Kelly (Giver): Pat is a peer and one of the best people on your team. It has been a crazy couple of weeks on the project and the entire team has been working really hard to make a deadline. Pat really helped you out personally by the way s/he maintained a sense of humor and optimism. You want to let Pat know what a difference s/he made to you personally and the team.
Pat (Receiver): You have often felt that Kelly is quite competitive as a team member and a brown-noser and looking to advance at the expense of the rest of the team. You are not sure if you trust Kelly.
Observer: Watch to see if the giver asks permission and is specific in the feedback. Watch to see if the receiver sincerely thanks the giver and if there is any underlying tension in the exchange.

One giver described in bafflement, how the receiving partner responded to his sincere thanks with abrupt, monosyllabic thanks that made him want to stop giving praise. The receiver reported that he felt he was being open, but that was not how the giver or the observer felt about his responses.
This simple role play demonstrated how much our internal stories influence our actions and put us into a closed, judgmental, and fearful position. When we take this defensive and fearful stance, we can discount all feedback, even when it is positive, from individuals based on our previous interactions or even things we have just heard about them.
When we can master our stories and stay out of fear, we can break the negative cycle and be in a powerful position to influence and change outcomes. The most common question that I got after the meeting was what if all of our attempts to extend in openness and kindness are rebuffed. My answer was that we can never change anyone but ourselves. If we can stay in a place of freedom where we continue to be positive and open in giving and receiving feedback, we will be happier and more successful and productive independent of whether anyone else changes.
The quote on the picture that I found for this blog answers this question much better than I did. When we are looking for something in return to our gift of feedback, it is our ego showing up. We are focused on ourselves and want validation, not what is best for the person who we are giving feedback. We are operating in fear, not in freedom.
The slides from the meeting with all of the scenarios are available online. My challenge to you this week is to practice giving and receiving feedback using the principles above. I would love to hear from you to see how your practice is going.

September 3, 2016

Rituals Reinforce Values

As the new students converged on campus last week, I was thinking a lot about rituals and how important they are in reinforcing shared values as we try to integrate 5000 new students into the Temple family.
$\"Selfie$ Convocation was on Friday and it was the first one that I ever attended. The Temple New Student Convocation is a formal ceremony that welcomes freshman and new transfer students to the university. The faculty and officers of the university were in full regalia, which added gravitas and importance of the message, Since I am also new to Temple, it was an opportunity for me to see what values were being reinforced to the incoming students.
I was not disappointed. The core values that attracted me to Temple were exemplified throughout the ceremony. Accessibility, affordability, excellence, and community service are the heart of Temple’s mission.
The new Provost shared her story which exemplifies the values of Temple. She encouraged the students to reimagine their futures and be willing to take risks. One of my favorite moments was when she took a selfie of herself with the new students in the background.
The emphasis throughout the ceremony was on the students. The core values of making a positive difference in the world and pushing yourself outside of your comfort zone were emphasized in story after story. Two current students and one recent graduate spoke and they were inspirational, encouraging their classmates to be fully present and invest in the Temple community. I spent most of the ceremony watching the students in the audience and was impressed by their enthusiasm and apt attention to the speakers. They were listening and ready to learn.
During the ceremony, the student president led the audience in the student pledge.

“As a Temple Owl, I pledge to uphold the highest principles of honesty and integrity in and outside of the classroom as founder Russell Conwell intended. I embrace Temple’s commitment to excellence, diversity and respect for the community; these values define my path. I take pride in saying, ‘I am a Temple Owl,’”

This was the first time I heard the pledge and because I had been thinking about rituals all week, was a clear example of how important they are in reinforcing values and setting the tone of an entire community.
Something for each of you to think about in the coming week. What rituals do you have in your team and at your institution and do they promote the values that you want to reinforce?

August 22, 2016

Shifting from a Scarcity Mindset

Last week, I met someone who talked about how Philadelphia wasn’t a great city. When I asked her why, her answer was that the lack of money was the root of its problems. Most people I have met talk about what a wonderful city it is and how the community has worked together to make it better. I have been thinking about that for much of this week as I dealt with budgets and allocated resources to various projects and initiatives.
My thoughts have been around how the core belief that resources are scarce is at the root of so much of what we do and think. The quote from Lynne Twist. In her book The Soul of Money, defines the mindset of scarcity really well.

\”For me, and for many of us, our first waking thought of the day is “I didn’t get enough sleep.” The next one is “I don’t have enough time.” Whether true or not, that thought of not enough occurs to us automatically before we even think to question or examine it. We spend most of the hours and the days of our lives hearing, explaining, complaining, or worrying about what we don’t have enough of.… Before we even sit up in bed, before our feet touch the floor, we’re already inadequate, already behind, already losing, already lacking something. And by the time we go to bed at night, our minds are racing with a litany of what we didn’t get, or didn’t get done, that day. We go to sleep burdened by those thoughts and wake up to that reverie of lack.… This internal condition of scarcity, this mind-set of scarcity, lives at the very heart of our jealousies, our greed, our prejudice, and our arguments with life.…\”

As I have been mulling this over this week, I thought about the concept of abundance that I read and learned about in my MBA program. The idea that we just need to be creative to make the pie bigger so that there is more to divide is still rooted in the idea of scarcity and focused on getting MY share of the limited quantities of stuff that are available.
Brene Brown defines scarcity as the “never enough” problem and proposes that to move away from a scarcity mindset, we need to develop a belief that we are enough that is satisfied internally rather than externally. This core belief gives us the courage and confidence to share our ideas and ask for what we need without being dependent on external praise or deflated by criticism from others. It also opens us up to incorporate different ideas and truly partner with others. The real magic happens when we feel as much joy in others’ success and good fortune as we feel in our own.
This rings very true for me and my experience. I spent years doing what I call the ego hustle. Constantly feeling inadequate and focused on what I didn’t have. I struggled to drive my agenda and get through my long list of to-dos, believing that if I just worked hard enough, I would be successful and feel better about myself.
I have learned to recognize the thoughts of “never _____ enough” that consume my energy and divert my focus. When I can redirect my energy and focus on being a positive leader, then I am able to discern the most important things I need to accomplish, have the focused attention to get them done, and find others very willing and able to help. How I work now is so different than how I have worked in the past and it is so much more fun and effective.
My challenge to you this week is to notice whether you have a scarcity mindset. How much time and energy do you spend worrying about “never ____ enough?” The first step toward changing is always awareness.

Photo credit: Gilles Gonthier – https://www.flickr.com/photos/gillesgonthier/470270194

August 6, 2016

Crowdsourcing Culture Change

A male participant speaking among other meeting participants

My first week at Temple has been great. Everyone has been very welcoming and I loved getting to meet individual team members and hearing their ideas. Many of the ideas that I heard this week, and also in the weeks before I started, were about changing the culture.
Establishing a supportive and innovative culture is my most important job as a leader. It is also one of the most challenging things to do. This is not something any one person can do alone. Each group defines its culture together, either intentionally or unintentionally.
This week, we started to intentionally create a new culture together by crowd sourcing ideas from the entire Computer Services team. I invited everyone to come to a meeting and we did two liberating structure exercises to identify the top things that the team would like to change.
The first exercise was to identify what we should STOP doing. We did this by having each person in the room design the most demotivating work environment that could imagine. The power of asking the opposite of what you want to achieve is that it is unexpected and opens the thinking of the group. The second step of this exercise was to identify which demotivating things we were currently doing as a team. The final step was to prioritize the top two things we would like to stop, with a concrete first step on moving forward. Each step of the exercise is done by having each individual do their own thinking, then share their thoughts with one other person at their table, then discuss the ideas as a table before sharing their ideas with the entire group.
The report out from the tables was fun and it was very clear immediately that the team wanted to stop requiring salaried employees to clock in and out each day,
The second half of our all team meeting was to generate bold ideas of what we could do. This exercise is done by having each person generate one bold idea of how to make the culture of the team better with the first step that they would take to make their idea happen. The ideas are written on one side of an index card. Then everyone in the room stands up, exchanges cards and rates others’ ideas on a scale from 1-5, with 5 representing a terrific idea that they could fully support.
This exercise turned out to be a little chaotic with so many people in the room. While not perfect, the exercise did work and the group generated several ideas that got top ratings.
Like the first exercise, the majority of the ideas centered around one theme. The team really wanted to establish flexible work schedule options, including telecommuting. This is something that is important to me as well and we will work together to define guidelines for the team in the coming month.
I have already taken concrete steps based on the suggestions from the meeting. Eliminating clocking in and out for salaried employees was an easy thing to accomplish which I did by sending out an email at the end of the week. One team member tweeted about clocking out for the last time, which made me smile.
We will all meet again next month and will assess the progress that we have made on the creating more flexible schedules for the team. We will also work together on other aspects of the culture.
My challenge for you this week is to think about the culture that you are either intentionally or unintentionally creating in your team and identify if it is the culture you want. If it isn’t, think about how you can involve the entire team to start to shape your culture more intentionally together.
Photo taken by ITU pictures – https://www.flickr.com/photos/itupictures/albums/72157634087412090