Category: Leadership

Grit: Realizing our Potential

Angela Duckworth describes “grit” as the “combination of passion and perseverance”.  According to Angela, high performers are separated from under-performers (as measured against natural talent) because they not only have determination but a direction inspired by a passion.  In her book, Grit: Why passion and persistence are the secrets to success, she provides substantial research and multiple examples that underpin her perspective on “the psychology of achievement”.  She argues exhaustively that talent is not the determinant of success – despite “the global war for talent”.

Talent is misleading

There are many people in numerous areas of endeavour who have what we call “natural talent” but who fail to realise their potential.  Angela argues that we often resort to the word “talent” as a way to explain high performance or what we see as exceptional achievement beyond what is perceived as the norm.  As I read this, I remembered an incident when I played social tennis recently  – I had produced a winning running, cross-court forehand shot which elicited the unexpected comment from my tennis partner, “That’s just natural talent”.  Little did he realise that I had been playing tennis for more than 65 years and that my brothers and I used to spend hours each week doing tennis drills, including practising endless cross-court shots.

Angela suggests that high performance or achievement is often described as “magical” because it serves to protect a person’s self-esteem and offers an excuse for not competing or attempting to match the seemingly unattainable level achieved by others.  She contends that more often than not, exceptional performance or achievement is the result of grit – the combination of consistent hard work and persistence in the face of setbacks.  She maintains that labelling high performance as “natural talent” can mislead us into not making an effort.  She gives the example from her own teaching career where she was mislead into thinking that effort had to go into the seemingly talented at the expense of the “strugglers”.   This absolved her and the strugglers from making the extra effort required to bring them up to speed.

Perseverance: the hard work behind exceptional performance or achievement

Angela gives many examples of people lacking natural talent who nonetheless are exceptional performers/achievers.  For example, she writes about John Irving, author of 12 exceptional books (half of which have been turned into movies) and his struggle with dyslexia.  In his school days, John was described as “lazy and stupid”.  He overcame his disability by reading with his finger slowly which resulted in his ability to pay attention to an exceptional degree and to realise that repeating something over and over enabled him to understand that through such repletion “something that was never natural becomes almost second nature”.  John indicated that his greatest ability as a writer is ”reworking” – having the willingness and stamina to do multiple redrafts of his novels.

Angela also highlighted the “work ethic” of Will Smith who claimed that he was “not to be outworked” – he would go so far as “to die on the treadmill”.  He claimed that he lacked the smarts, talent and sexual appeal of other actors, but understood that effort, not talent, determines results.  As Angela points out, there are many people who have a precocious level of talent who under-perform because they are not prepared “to put the work in” – it all comes too easy for them so they quickly plateau.

People often drop out before they realise their potential, whether they are attempting to achieve elite performance or just using their exercise bike, running track, weights or tennis practice.  The defining personal quality for excellence is “stick-to-itness” which is defined by the Oxford Dictionary as “the ability or capacity to see a course of action through to its completion” – which translates into “dogged perseverance”.  According to Angela’s research on excellent performance and achievement, “the highly accomplished were paragons of persistence”.   She maintains that we can overlook the persistent, consistent hard work involved because we “see the performance but not the training”.

There is a certain mundanity about the hard work involved – repetition of seemingly boring tasks done daily over an extended period.  Angela cites Dan Chambliss who studied Olympic Swimmers and wrote a report titled, The Mundanity of Excellence: An Ethnographic Report on Stratification and Olympic Swimmers.  Dan concludes, after three years of research, “Excellence is achieved by the doing of actions, ordinary in themselves, consistently and carefully.”  The actions are done with care to ensure they are “correct” but are repeated ad nauseum to enable them to become “habituated” and combined in performance to achieve excellence.  He stated that “superb performance is really a confluence of small skills or activities”.  

Passion: the driver of perseverance

Angela describes high performers and achievers in her research as people “chasing something of unparalleled interest and importance”.  Passion drives persistence.  A singular focus maintained over time requires an underlying passion.  I used to tell my PhD students not to start a thesis unless they are passionate about the topic – without the passion they will inevitably “run out of steam”.   As Dan points out in his report, ‘a dissertation is a mundane piece of work” and the real test is whether you can complete it to the point of submission (which explains why some doctoral attrition rates [dropping out] reach 50% or higher).

Angela cites the work of Francis Galton who undertook a longitudinal study of high achievement in fields such as law, science athletics and the arts.  He concluded that exceptional zeal and “the capacity for hard work” enabled the “outliers” to “demonstrate exceptional ability”.  Angela also notes that Charles Darwin, Francis’ cousin, agreed that zeal and hard work are “the eminently important difference” in high achievement, not intellect.  Darwin claimed that he was not so remarkably clever but his “industry” (application to observation and understanding) were exceptional.  He indicated that what drove this persistence and perseverance was a “love of natural science” that has been “steady and ardent”.   As Angela points out, it’s not just a love of, or passion for, an area of endeavour but the ability “to stay in love” with it that counts in the final analysis.

Angela describes the work of George Vaillant who persisted with following the Harvard Medical School’s Study of Adult Development (which was undertaken over 75 years).  George who was the director of the study for more than 30 years published key insights from the study in three books, the latter of which was Triumphs of Experience: The Men of the Harvard Grant Study.  He claimed that he was “not naturally persistent” but undertook the Harvard study on a consistent and persistent basis. He maintained that he was “totally fascinated by the Study” and stated that “there is nothing more interesting than watching people grow”.   His passion drove his perseverance.

Effort – the determinant of skill level and achievement

Angela contends that talent can determine how quickly skill is improved if you put in the effort.  However, effort builds skill and also enables us to make that skill productive.  As skill develops through hard work, we are better able and more willing to use our acquired skills.  Angela illustrates this theory of skill development and achievement through effort, with the work of Master potter Warren MacKenzie (considered an American Treasure).  Warren initially attempted with his wife Alix (Alixandra Kolesky) to try different arts such as jewellery and textile design and decided to focus on pottery.  He thought that excelling at one thing would be much more satisfying than being amateurish at many things.  So together he and his wife concentrated on ceramic work “because that was where we felt our true interest lay”. 

Warren invested effort in making about fifty pots a day and indicated that the first ten thousand pots were difficult.  Each day his skill grew and his achievement in terms of what he considered good pots grew.  Looking back on his early pots he viewed them in hindsight as not very good, lacking the richness that he was looking for.  Being a potter for most of his adult life (he died at age 94) he was able to apply his expertise and insight to teach ceramic arts at the University of Minnesota over a period of 37 years. 

Warren showed that his hard work and application – making pots every day and trying to improve his art – led to skill mastery and enabled him to apply his skill to not only excel in his chosen art form but also to become an esteemed Professor and teacher.

Reflection

Angela cites William James, American psychologist and philosopher, who maintained that people very often failed to actualize their potential – “we are making use of only a small part of our possible mental and physical resources”.  The gap in actualization, according to Angela, often comes down to a lack of willingness to persevere with the hard work that is required to turn passion and interest into skill, mastery and application.  She encourages everyone to put the work in to pursue their passion – an exhortation echoed by Naomi Simpson in her book, Live What You Love: When Passion and Purpose Change Your life.

I found by applying myself to writing this blog (over 700 posts) that writing has become easier – I can more readily focus on a topic, integrate material from multiple sources (podcasts, novels, videos, articles, blogs) and create an original post.  The act of writing has become easier as I have refined my writing process through perseverance (despite many setbacks and distractions) and pursued my passion to grow mindfulness.  I continue to learn about being mindful in everyday life and have learnt to adapt my mindfulness practices to changing circumstances.  I am always on the lookout for mindfulness exemplars.

When I look back on my tennis experience over more than 60 years, I can see how Angela’s theory  of skill acquisition and application through hard work bears fruit in terms of high performance.  I have played over 1,000 sets of tennis and practised individual shots over numerous hours over my lifetime.  Even when no one else was available to play a game of tennis with me, I would take a bucket of balls to a tennis court and practise my serves and shots up and down the forehand and backhand sidelines as well as crosscourt.  Even today in my seventies, I can complete tennis shots that surprise the people I am playing with (such as a backhand half-volley drop shot or a backhand half-volley lob).  I find that mindfulness, especially Tai Chi, improves my game.

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Image by Shahid Abdullah from Pixabay

By Ron Passfield – Copyright (Creative Commons license, Attribution–Non Commercial–No Derivatives)

Disclosure: If you purchase a product through this site, I may earn a commission which will help to pay for the site and the resources to support the blog.

Rebuilding Trust Within Your Hybrid Workplace

Mark Mortensen and Heidi K. Gardner reported in a Harvard Business Review article that dozens of companies are reporting declining trust in the Hybrid Workplace model, both amongst employers and employees.  They point out that in the early days when the Pandemic hit, people were forced to work from home because of isolation requirements.  In that environment, when everything was in turmoil and everyone was “in the same boat”, there was a lot of tolerance and trust within organisations, despite the existence of some forms of hybrid workplaces.  However, now with the reduction in the Covid19 presence and associated risk, and the return to workplaces (for some of the time), the level of tolerance and trust has dropped. 

The authors attribute the decline in trust to a number of factors including the lack of preparedness of employees for home-based work (such as the absence of established routines), inadequate home technology, and the unpreparedness of organisations to facilitate information flow.  While the majority of people at some stage had to work from home (because of lockdowns), this prevented employers from choosing the most appropriate employees to work from home.  The problem now is that employees have the very strong expectation that working from home for some part of the week is part of their revised, return-to-work employment contract.   They have experienced the real benefits of working from home in terms of flexibility and reduction in travel time and associated costs.  Some employees experienced heightened productivity and the associated sense of accomplishment.

Now employers are faced with many more employees wanting to work from home with high expectations of this highly desirable condition being granted.  This then raises equity issues for employers in terms of who to allow to work from home now, the number of days that people need to be at work and what days of the week individuals will be allowed to work in their home environment.  It is interesting that in Brisbane City at present, Mondays and Fridays are very quiet traffic days (and there is plenty of parking at railways stations), while the other days of the week have returned to normal traffic flows and associated peak hours and delays.

Declining trust within hybrid workplaces

There is a problem that not everyone is suited to a work-from-home environment and not every home environment facilitates effective at-home work.  Desirable traits for work-at-home employees include initiative, ability to work autonomously, reliability, results oriented and resilience.  If employees lack the desired qualities to be effective working from home then a manager’s trust in their capacity and quality of output is eroded.

While people are working from home, there is a reduced opportunity for workplace relationships to develop through such random activities as the “water cooler chat” which has clear benefits for communication flow, collaboration and team-building.  The resulting limitation on relationship-building impacts on levels of trust and tolerance amongst co-workers.  

In the absence of “line-of-sight” for managers and supervisors there is a declining level of trust in how employees are spending their working day at home.  Many managers and supervisors report that they don’t trust their employees working from home because they “can’t see what they are doing”.   Mark and Heidi report that this has led to increased remote surveillance via electronic monitoring (e.g., keystroke counts) and virtual visual monitoring such as webcams and drones. All of which communicates to the employees that their managers do not trust them – which, in turn, impacts the reciprocation of trust (from employee to employer). 

How to rebuild trust in a hybrid workplace

There are many strategies for building trust within a team, especially in a hybrid workplace.  Below are some suggestions:

  • Create culture change: Lynn Haaland suggests that managers of hybrid work teams can actively promote a “speak up culture” so that issues are addressed in a timely manner.  The willingness to share what is not working well is even more paramount within the hybrid context as dissatisfactions can fester and lead to conflict and lower productivity.
  • Provide guidance for working from home: Many people have written about how to be productive while working remotely.  Managers can share the best suggestions and facilitate team exchanges of what works well for individuals in their home environment.
  • Demonstrate trustworthiness: Mark and Heidi stress the importance of understanding that trust is “reciprocal and bi-directional”.  This puts the onus on the manager to demonstrate trustworthiness in their words and actions and to align them so that they are perceived as congruent. 
  • Be empathetic: Jack Zenger and Joseph Folkman argue that empathy is one of the three key elements that build trust in a workplace team.  They explain that empathy can be displayed by resolving conflict, building cooperation, providing helpful feedback, and balancing concern for task with real concern for employees’ welfare.  Empathy also helps to build the manager’s own resilience in the face of the increasing demands of their hybrid workplace.
  • Adopt regular “check-ins”:  If the focus of these check-ins is staff welfare as well as progress on assigned tasks, this will demonstrate empathy and build trust.  This focus involves being prepared to really listen to how an employee is feeling, whether they are coping and what they need to rectify what is not working well.
  • Use collaborate planning processes: Collaborative planning processes such as Force Field Analysis (FFA) and Brainstorming facilitate on-going collaboration, the exchange of ideas and the development of a sense of connection.  Genuine Involvement in planning processes develops employee’s sense of agency and demonstrates that their views are valued, trusted and respected.
  • Establish cross-team projects: Going beyond the immediate team to develop cross-team projects with other teams that have a common interest, concern or problem, helps to build rapport and trust, to break down barriers and silos, and to generate new ideas and perspectives.
  • Be a good role model:  The Mind Tools Team suggest that being a good role model is central to rebuilding trust in the workplace.  This involves honesty, transparency, avoiding micromanagement, clearly communicating expectations and being a team player (not putting own promotion ahead of the team’s welfare). It can also extend to modelling working from home.
  • Undertake more conscious planning and thinking: Bill Schaninger in a podcast interview stressed the need for managers to put more planning and thought into how they manage their hybrid teams.  The world and workplaces have changed dramatically with the advent of the Pandemic and the way we manage has to be re-thought and re-designed.  We can no longer assume that it is “business as usual” but be willing to change and adapt and reinforce for employees that we are across their issues and the new demands on them.

Reflection

The demands on managers are increasing with the widespread adoption of hybrid workplaces.  Yvonne Stedham and Theresa Skaar maintain that what defines a leader is their capacity to see a need for change, make things happen, and encourage others to engage in actions and behaviors that create a “new reality”.  They argue that mindfulness is an essential trait/characteristic for leaders in these changing and challenging times.  Yvonne and Theresa, on the basis of a comprehensive literature review, contend that as managers grow in mindfulness they are able to shift their perspective (re-perceiving), increase their flexibility and cognitive capacity, regulate their emotions and behaviour, and grow in self- and social awareness.

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Image by Ernesto Eslava from Pixabay

By Ron Passfield – Copyright (Creative Commons license, Attribution–Non Commercial–No Derivatives)

Disclosure: If you purchase a product through this site, I may earn a commission which will help to pay for the site, the associated Meetup group, and the resources to support the blog.

9 Strategies for Managing Cynicism and Negativity in Your Work Team

Negativity and cynicism can develop in a team and become contagious leading to a toxic work environment.  Rollin McCraty, PhD, in his online Heart Science Course maintains that attitudes such as cynicism and negativity, along with challenging emotions like anger, resentment and anxiety, deplete energy – they drain energy and lead to loss of motivation and productivity. 

Rollin explains that neuroscience has demonstrated that these challenging emotions have a direct negative impact on people’s physiology – impacting heart rate, the nervous system, blood pressure and overall performance.  In contrast, research in relation to positive emotions such as appreciation, gratitude and compassion shows clear physiological and psychological benefits.

There can be many factors that contribute to the development of negativity or cynicism in a work team.  An individual who is constantly complaining can affect the attitudes of those around them, even sucking the manager into their negativity.  Individuals can express negativity because of adverse prior experiences in an organisation or because of a current personal problem that is pervading their thinking and perspective on life.  A team may become negative when they have experienced a series of unbroken promises on the part of a manager and be increasing cynical when they have been “over-sold” on the benefits of an organisational or system change.

It is worth noting, however, that some degree of scepticism can be good for a team – so that a team does not just accept what they are told without some evaluation or critique.  However, individuals who constantly play the “devil’s advocate”, are cynical or negative can drain the energy of the team and frustrate the manager.  People who complain endlessly or engage in passive aggressive behaviour whenever change is proposed can become a contagious negative force if their negativity and/or cynicism is left unaddressed.

Strategies to address negativity and cynicism in a team

Managers often feel powerless in the face of negativity and cynicism or when confronted with team members who are constantly pessimistic.  Doing nothing is not an option as these kinds of behaviours only become more pervasive and disruptive without proactive intervention by the manager.  However, there are strategies that can be employed to address the negative impacts of such behaviour.

1.Set expectations collaboratively

Managers can engage staff in the process of defining values and identifying the behaviours that give effect to the desired values.  This collaborative process builds a sense of agency and lays the foundation for a strong, positive culture.  A manager can include “positivity” as a desired value of a team and introduce “unwritten rules” or norms that give expression to this value.  

2.Call the behaviour

If an individual persists in behaving negatively and obstructively, it is critical to address their behaviour directly and privately in a one-on-one conversation.  This should be up-front, stating exactly what behaviours are inappropriate as well as their negative impact on the team. It should also be done at a time when the manager is calm and in control, not when they have developed a “head of steam” as a result of allowing their frustration to reach boiling point before they act.   Early intervention is important once the manager has laid out the team’s groundrules and explained behavioural expectations of team members.  During the feedback session, it is important for the manager to engage in empathetic listening once the inappropriate behaviour is addressed.

3.Avoid negativity or cynicism in your own words and actions

Managers need to monitor their own behaviour and avoid expressing negativity or cynicism in relation to what is going on in an organisation such as system or structural change, appointment of senior management or changes in policy or direction.  Staff continually observe a manager’s words and actions and take their cue from what the manager says and does.  A manager who continually expresses negativity or cynicism, will generate a negative environment and then have to deal with a toxic culture that undermines their efforts to develop a productive and mentally healthy workp0lace.

4.Monitor your language

It is so easy to fall into the habit of making statements like, “I wish it was Friday” or “I can’t wait till the weekend” – everybody does it.  However, these statements communicate dissatisfaction with the present moment and the immediate work environment.  They unconsciously give staff messages that the workplace is not enjoyable or that the manager resents being there.   They can contribute to a negative environment, rather than one that is positive and based on appreciation of what is good about being employed in the particular workplace.  Jake Bailey who was diagnosed with cancer in his final year of High School reminds us that we often overlook the potentiality of the present moment because we are focused on the future.  In his Senior Monitor’s speech at his school’s prize night, he commented, I was dying for weekends, I was dying for school holidays,. Before I knew it , I was dying.  His speech challenges you to ask the question, “Are you dying for tomorrow or living today?’

5.Be open to solutions

Managers often think that they are the one who has to have the solutions to all workplace problems.  Being open to suggestions by staff and being prepared to experiment with alternative ways of doing things, can develop positivity in a team.  It also contributes to staff’s sense of agency – their ability to influence their work environment and the way their work is done – all of which contributes to positive attitudes.

6.Provide positive feedback

Staff can become very negative if they feel they are taken for granted and their contribution is not valued.  Positive feedback is one of the best motivators of people because it involves recognition and appreciation.  If it is given in a way that is sincere, specific and timely, positive feedback can deepen relationships, build team cohesion and trust, and develop positive feelings.  It can also become pervasive and an integral part of team culture as staff observe a manager’s appreciative behaviour and model themselves on what they hear and see. 

7.Be congruent

Ensure that your actions line up with your words. This requires constant personal monitoring and reflection. If you say something is important (e.g. innovation), and don’t spend time, energy or resources on developing it, staff will become cynical and develop the attitude that you “do not mean what you say”.  Congruence builds trust, respect and a willingness to contribute.

8.Use de Bono’s 6 Thinking Hats

The six thinking hats (represented by six different colours) provide ways of viewing an issue or change from a variety of perspectives, some of which are optimistic and creative while others are more pessimistic and tempered by realism and critique.  A manager can use the thinking hats approach to enable staff to explore their reactions to an issue or change and move from a negative/cynical perspective to one that is positive and energising.  The manager can start with “black hat thinking” to surface and publicly record staff’s reservations, concerns and anxieties about an issue or change.  This can be followed by exploring feelings (red hat) and, then, exploring potential benefits (yellow hat) as well as creative possibilities (green hat).

9.Explore gratitude reflections

Often negativity, cynicism or resentment flows from a focus by individuals in a team on what they do not have which can also be a source of envy.  A manager can develop a ritual of appreciation and expression of gratitude as a group and/or individual process.  This has proven psychological benefits for individuals and teams and can lead to displacing negativity with positivity.

Reflection

Many factors both personal and organisational can impact individual and team attitudes and contribute to the development of negativity and cynicism in a team.  As a manager grows in mindfulness through reflection, self-monitoring and observation, they can increase their capacity to recognise the signs of negativity and proactively implement strategies to address this enervating orientation to help develop and maintain a positive and mentally healthy team culture.

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Image by Gerd Altmann from Pixabay

By Ron Passfield – Copyright (Creative Commons license, Attribution–Non Commercial–No Derivatives)

Disclosure: If you purchase a product through this site, I may earn a commission which will help to pay for the site, the associated Meetup group, and the resources to support the blog.

Managing Conflict

Recently the First Person Plural: EI and Beyond podcast featured Professor George Hohlrieser (Lausanne, Switzerland) discussing, How Leaders Can Overcome Conflict.  The podcast series involving collaboration between Daniel Goleman (author of Emotional Intelligence), his son Hanuman Goleman and Emotional Intelligence (EI) coach Elizabeth Solomon, is designed to raise listeners’ awareness through stories provided on interview by inspiring people.   The hope is that listeners can grow in mindfulness and resilience in living proactively within the systems that surround them – within their personal, social, natural and global systems.

George works with multiple Fortune 500 companies as a clinical and organisational consultant.  He recounts during the podcast the story of how he became an accidental hostage negotiator while working for the police.  He has continued working in hostage negotiation (sometimes at considerable personal risk), as well as working with people who are suicidal.  George is an internationally renowned speaker and best-selling author.  His widely acclaimed book, Hostage at the Table: How Leaders Can Overcome Conflict, Influence Others, and Raise Performance, is undergoing revision and updating and will be published on 30 November 2022.  In the book, he recounts compelling stories of real hostage situations and draws out the psychological principles that enable hostage negotiators to be successful.

Conflict management principles

During the podcast, George explained some of the principles that underpin his approach to conflict resolution and how they can apply to leaders who are attempting to influence others and develop high performance teams:

  • Don’t be a hostage: people can be a hostage to others – their children, parents, teachers, bosses, clients, suppliers or employees.  A hostage thinks they are powerless and the pandemic generated feelings of helplessness in a lot of people.  Not thinking like a hostage involves, among other things, thinking clearly about a desired outcome and establishing a positive mindset about that outcome.   It also involves establishing a secure personal base, not being hostage to your own emotions.
  • Become a secure base: manage your own fight/flight/freeze response so that you are not caught up in what Daniel Goleman describes as the “amygdala hijack”.  Develop calmness so that you “see opportunities not threats”.  George mentioned that in his leadership development programs he does not use the traditional Harvard case studies but tells participants that the case study is “you” – building self-awareness, developing insight and courage and tapping into personal intuition and creativity.  Being calm and secure builds trust – an essential element for conflict resolution and management.
  • Tell it like it is: George argues that you should not “sugar coat” the unsatisfactory situation, e.g. poor performance or inappropriate behaviour.  He gives the example of telling someone that “you are too aggressive with clients – that needs to change”.    
  • Address the conflict directly: George uses the analogy, “put the fish on the table” – drawing from his experience working with fishermen in Sicily who were scaling and cleaning fish on a table, removing the bloody, smelly bits and preparing the fish for the “great fish dinner a the end of the day”  The analogy means addressing the conflict not ignoring it (“not putting the fish under the table”), dealing up front with the messiness of the issues and looking forward to a positive resolution.
  • The person is not the problem: George maintains that you should not “write off” the person(s) involved, e.g. “they are just argumentative, nasty or thoughtless”.  He argues that there is a real problem underlying a conflict situation, e.g. the person may feel slighted or disrespected; they may feel taken for granted when passed over for a promotion or project; or they could be experiencing distress in a home situation.  He illustrated this principle by telling the story about a father involved in a hostage situation – it was not that he was a “naturally violent person” but that he had been prevented from seeing his child (locked out by unreasonable access rules).  The core problem in this situation was the inability of the father to see his child and the solution lay in finding a way for the father to gain access to his child.
  • Identify the “pain point”: George argued that you make little progress in managing conflict if you focus on “selling points” versus “pain points”.  This requires active listening, not trying to persuade.  The pain point is often related to a loss – past, present, future or anticipated.  He mentioned Warren Bennis’ idea of “hidden grief” – that leaders are often blind to their own underlying sense of grief and can be grieving over things that happened many years earlier.  George illustrated this point by recounting the stories of two CEO’s who committed suicide out of a sense of grief over some situation – economic or workplace related.
  • Be caring: listen for understanding and be willing to be empathetic.  Express the desire for their wellbeing and demonstrate a caring attitude.  George suggests that this creates a bond even with people you might consider your “enemy”.  Bonding helps to dissolve conflict.
  • Be daring: learning a new skill such as conflict management takes you outside your “comfort zone”. Be willing to dare yourself as any new talent you desire to develop requires daring on your part – facing the fear, acknowledging the challenge and preparing yourself.  Daring your employees by presenting them with challenging work or projects, develops and motivates them.
  • Ask questions: George suggests that asking questions empowers the other person, even in a situation where a person is suicidal.  Curiosity can communicate care and concern.  Questioning can help to explore the “pain point(s)” and to work towards a solution that they can accept.
  • Provide choice: avoid a “command and control” approach as this damages bonding and trust.  The command and control approach does not motivate – it disempowers and disables people.  It can lead to compliance, but not sustainable change. Provide choice wherever possible so that the person feels a sense of agency in relation to the underlying issue.

Reflection

George’s approach to conflict resolution has been developed through his experiences as a hostage negotiator and working with people who have suicidal intentions.  He has also refined his approach through working with organisational leaders around the world to help them implement the fundamental conflict management principles he has developed.  He emphasises that conflict management involves both caring and daring – it challenges us to move outside our comfort zone to achieve a resolution.   It requires us to avoid relying on positional power and instead employ the personal power associated with integrity, humility and compassion.

His approach requires us to grow in mindfulness so that we gain the necessary self-awareness and insight into our inner landscape to operate from a calm and secure place.  Mindfulness helps us to achieve the emotional regulation involved in dealing with conflictual situations and working to de-escalate the emotional tension involved.  Reflection on our own resentment(s) can assist us to achieve calm, caring and daring.

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Image by iqbal nuril anwar from Pixabay

By Ron Passfield – Copyright (Creative Commons license, Attribution–Non Commercial–No Derivatives)

Disclosure: If you purchase a product through this site, I may earn a commission which will help to pay for the site, the associated Meetup group, and the resources to support the blog.

How to Build Team Resilience: The 10 C’s

After writing multiple posts about personal resilience over the past five years, I have turned my attention to the task of building team resilience.  This has always been a challenge for managers but the issues have been compounded by the challenging times we are experiencing at the moment (with the global pandemic, war in Ukraine and elsewhere, economic uncertainty and the differential impacts of climate change and associated global warming).  Managers and staff are increasingly facing discontinuities in the way work is done, in where they work and in the nature of internal and external environmental changes.

How then do we go about building team resilience as we are confronted with multiple assaults on many fronts – e.g., on physical and mental health, economic welfare, working conditions, supply and demand, and relationships?   More recent writing and research point to a number of factors that contribute to team resilience in these challenging times.  I have summarised these as the 10 C’s for ease of access and recollection.

The 10 C’s for building team resilience

Team resilience has been described as “the capacity of a group of people to respond to change and disruption in a flexible and innovative manner”.   Even if adverse conditions result in a temporary loss of productivity, the resilient team can restore its balance, take care of affected members and find new ways to work and achieve their goals.  They are able to revise their goals, too, where necessary.  The 10 C’s of a resilient team are described below:

  1. Congruence: This is the cornerstone of a productive, mentally healthy and resilient workplace culture.  Managers need to ensure that they share their values and align their actions with their words.  Congruent leadership inspires, motivates and engages others in the task of personal improvement and innovation.  Lack of congruence on the part of a manager adds to environmental uncertainty, derails personal resilience and undermines team cohesion.  Team members don’t know what to believe, question their own self-worth and lose confidence in the face of the ambiguity created by incongruent behaviour.  Managers need to develop managerial mindfulness so that they are constantly aware of the impact of their words, actions and omissions on the welfare and resilience of their staff.
  2. Connection: Dr. Erin Raab maintains that “resilience is rooted in relationships” which enable trust and flexibility to develop and grow.  Without trust in a team, there is no resilience – individuals withhold information, protect themselves and withdraw (both psychologically and physically).  Managers need to be proactive in building connection through established rituals – e.g., regular, productive and focused meetings; celebrations of birthdays and personally significant events such as cultural or religious days; on-boarding and “off-boarding” practices; and regular occasions of eating together (e.g., enjoying shared  lunches that reflect the multicultural nature of a team).  Foundational to trust and a sense of being valued for contributions to a team, is expression of appreciation given as positive feedback in a way that is sincere, specific, timely and personal.  This builds personal self-efficacy, reinforces team values and develops overall team competence and capability. 
  3. Clarity: Along with relationships, Dr. Erin places considerable emphasis on the role of clarity in building team resilience.  She maintains that clarity “facilitates communication, increases intrinsic motivation and engagement” and contributes to a team’s capacity to handle change adaptively.  At a fundamental level, this involves ensuring that each person understands the specific requirements of their job and are trained and resourced to achieve them.  For the purposes of this discussion, clarity includes not only roles and structures but also team values.  Lack of clarity around roles/structures can lead to role overlap, role conflict and role ambiguity – each of which can undermine alignment of individual effort with team goals.  Clarity about team values is critically important to team resilience.  If team values are developed collaboratively, along with the explicit behavioural expressions of those values, they provide agreed guideposts and enable individual and collective alignment with the ethos of the team, facilitating working together productively within an ever-changing environment.
  4. Collaboration: This includes being conscious of contributing to a team effort (rather than solely absorbed in one’s own tasks) and a willingness to work together and to help out where needed.   It also involves moving beyond competition to “committing to build each other’s competence” to enable other team members to be the best they can be.  In line with an action learning approach, this can entail providing “supportive challenge” to assumptions or negative self-talk that are holding an individual back and undermining their personal resilience and capacity to contribute to the team.   Managers can proactively build collaboration through cross-functional, action learning project teams, establish reverse mentoring (e.g. where new, young staff with specific technological skills mentor older staff in those skill areas) and/or engage in team-building activities such as collaborative problem solving using change tools (e.g., Force Field Analysis or Brainstorming).  These activities build overall team competence and capacity to effectively manage change as a team. They also develop a sense of agency amongst team members – the ability to influence their work environment and how their work is done.
  5. Competence: Conscious efforts to build individual and team competence are an essential element for moving a team beyond its current level of capability.  This not only involves providing externally facilitated individual and team training opportunities but also building competence through internal, prioritised knowledge sharing processes, multi-skilling activities and related learning-on-the job opportunities.  If people in a team are not developing their knowledge and skills, they are going backwards in terms of a changing environment and its concurrent demands for upskilling.  The wider the gap between the present level of team members’ knowledge and skills and that demanded by the internal and external environment, the less resilient the team will be.  In contrast, relevant competence building develops a team’s resourcefulness and the process of continuous learning builds a team’s resilience.  Having a debrief or reflection process after a mistake or setback, without trying to apportion blame, can provide team members with new insights, ideas, tools and increased capacity to avoid or manage such adverse situations in the future.`
  6. Candor: LHH and Ferrazzi Greenlight, through their research, identified candor as one of the four critical characteristics of a resilient team, along with compassion , resourcefulness and humility.  Candor can be understood as “tell it like it is”.  It entails honesty, openness and transparency on an individual as a well as a team level.  It is the manager’s role to keep the workplace “businesslike and professional” and a key element of this is providing corrective feedback to an individual where they fail to meet communicated performance and/or behavioural standards.  Honesty in this interaction is essential to develop the receiver’s self-awareness, create the opportunity for their skill development and reduce the possibility of disharmony in the team.  On a team level, the manager can openly share with the team where they are placed in relation to the team goals and elicit team members help in attaining the goals and/or setting new goals.
  7. Challenge: Keith Ferrazzi, Mary-Clare Race and Alex Vincent argue that helping team members to own, and share, their workplace challenges, builds trust and openness.   This is important on a team level as well as individually.  Managers can be open about the challenges facing the team as a whole.  I worked with a CEO some years ago who managed an aged care operation with 23 different residential facilities on the one site, each with a separate manager and providing services ranging from respite care to palliative care.  What the manager found is that the level of care required by residents was increasing in need,  complexity and cost, at the same time that Government funding was reducing dramatically.  The manager openly shared this financial situation with his team of facility managers and enlisted their aid in resolving the challenge.  The facility managers came up with a number of innovative solutions which enabled the installation to overcome substantial losses.   Managers, where possible, can share information about impending organisational changes to build change readiness in the team and to prevent team members from being blindsided by the changes when they occur.  In the absence of information, team members fear the worst and start to share rumours that undermine individual’s confidence and the team’s resilience.  Sharing information about forthcoming changes can enable a team to collaboratively develop strategies to effectively manage the changes, thus building resilience.
  8. Compassion: It is important that managers show that they care – not only expressing empathy for staff needs, but also taking compassionate action.  This may entail making reasonable adjustments for people experiencing mental or physical health issues.  It could involve developing mental health awareness programs that facilitate people effectively managing their own mental health.  Another approach involves offering workplace mindfulness training to enable staff to manage stress and build personal resilience in the face of multiple workplace stressors.  Mindful organisations develop compassion in all their interactions, including actively listening to each other in the workplace and helping each other through the challenges they experience.  Overall, it entails cultivating a care and concern culture where peoples’ welfare comes before task achievement – a culture that can be developed by regular, non-invasive check-ins by the manager as well as by workplace colleagues.  Involvement in the RUOK? movement can facilitate the development of this cultural orientation. 
  9. Communication: “Information is power”, so sharing information is sharing power – empowering others to achieve.  This involves moving from sharing information on a “need-to-know” basis (often arbitrarily determined by the manager) to a “need-to-enable” basis.  People need information to do their job, to understand the organisational context and to align with the organisation’s strategic direction.  Managers are interpreters of the organisation’s vision, values and goals and have a critical role in ensuring their staff know where the organisation is headed and why.  They can enhance their role in engaging the minds and hearts of staff by enabling collaborative development of a local statement of the team’s vision in line with the organisation’s direction.  What mangers say and how they say it can create a positive or negative culture and contribute to team resilience or undermine it.  Research has shown that a manager’s mood is contagious.  This emotional contagion impacts how a team responds to challenges and setbacks.  Managers are encouraged to be positive and avoid cynicism and negativity if they want to build team resilience.  They need to be conscious about the impact of their communication and monitor their own talk
  10. Celebration: Celebrating successes in terms of goal accomplishment or achievement of project milestones, deepens the memory of team members in terms of how they have overcome obstacles and setbacks and serves as a fall-back when future challenges or setbacks arise.  Mind Tools provides the research behind the value of savoring team success and offers multiple ways to celebrate team achievements.  Celebrations open up the opportunity to share success stories, build cohesion and reinforce positive emotions associated with belonging to the team – all of which adds to a sense of connectedness and team resilience.  Another way into savoring team achievement is to engage in an “appreciative inquiry” process with a team.  This strengths-based approach works from what is good about the present (revisiting achievements) to envisioning an even better future and innovating to realise this vision.

Reflection

The factors impacting team resilience – the 10 C’s mentioned above – are not discrete influences.  They overlap to some degree and reinforce each other.  The relationship between different factors is often bi-directional, e.g., connection inspires compassion and compassion, in turn, builds connection.  So, acting positively on any one of the factors identified, can strengthen other factors and enhance the impact on team cohesion and resilience.   The factors provide a focus for efforts to build team resilience.   If a manager wants to achieve a significant change in an organisational/team context, they need to have multiple points of intervention to shift from the status quo to a desired future. 

However, trying to focus on all the resilience factors at once can create overwhelm for a manager.  Shelly Tygielski, international mindfulness trainer and trauma counsellor, encourages “chunking” when faced with such a mammoth “to-do list” – that is, grouping tasks into like activities (chunks) and assigning relative priorities.  A manager, for example, could engage their staff in a Force Field Analysis (FFA) process to identify the helping and hindering forces impacting the goal of developing team resilience and then collaboratively assign a priority to each force to determine what factor(s) to focus on.  The 10C’s and their component elements could be used as a checklist during the FFA process.

When writing about personal resilience, Shelly Tygielski encourages “building resilience one step at a time”.   On a team resilience level, this involves beginning with a primary focus and progressively adding activities as one intervention is established and stabilised.  

As managers grow in managerial mindfulness, they will see opportunities for improving their own practices and develop creative ways to build team resilience.  Proactivity is required on the part of a manager if team resilience is to be developed and sustained.  Writers in this area often liken team resilience to a battery – needing continual recharging and reenergising. 

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Image by John Hain from Pixabay

By Ron Passfield – Copyright (Creative Commons license, Attribution–Non Commercial–No Derivatives)

Disclosure: If you purchase a product through this site, I may earn a commission which will help to pay for the site, the associated Meetup group, and the resources to support the blog.

Under the influence of Thich Nhat Hanh

In a prelude to a guided meditation podcast, Remembering Thich Nhat Hanh, Diana Winston spoke with reverence about the life of Thich Nhat Hanh and his global influence.  Nhat Hanh, who died aged ninety-five in Vietnam on January 22 2022, was a Zen Master, peace activist, poet and author of over 100 books focused mainly on mindfulness and peace.  He established multiple Buddhist communities around the world and is considered the “Father of Western mindfulness”.  He exerted a global influence throughout his teaching life conducting numerous retreats and speaking with influencers such as the World Bank, Google and the U.S. Congress.

During the Vietnam war Nhat Hanh introduced the concept of “Engaged Buddhism” and led Buddhist monks in actions designed to help people of Vietnam who were suffering from the drastic effects of the extended conflict and regular bombing.  He argued that mindfulness increases our capacity to “see” but that this insight needs to be translated into compassionate action.   Nhat Hanh established the Plum Village in France, the largest Buddhist community in the world and an international practice center for followers of his mindfulness approach.  The influence of Thich Nhat Hanh is so pervasive that it is not possible to do its credit in this short blog post.  However, his teachings and meditations are readily accessible via Plum Village videos on YouTube and his full life history on the Plum Village website.

Guided meditation

Diana Winston, at the outset of her podcast meditation, acknowledged the profound influence that Nhat Hanh had over her mindfulness practice and that of numerous other mindfulness teachers and practitioners around the world.  She stressed Nhat Hanh’s influence over the practice of bringing mindfulness into everyday life and emphasised the benefits of mindfulness meditation in terms of stress reduction, overcoming anxiety and depression, managing pain, improving mood and developing a positive mindset and emotions.

After suggesting a comfortable, focused posture, Diana begins the meditation with the encouragement to take a couple of deep breaths, recalling the words of Nhat Hanh “Breathing in, I calm the breath; breathing out, I smile”.  She reminds us to identify any points of tension in our body and to soften those points to release the tension.

Next Diana asks us to focus on our breath – the process of breathing, whether the awareness is through the movement of air through our nose or the undulations of our chest or abdomen.  This is a passive observation, not trying to control the breath, but following it as it happens naturally in our body. 

She then suggests that we focus on the sounds that surround us – again passively, allowing the sounds to reach us without attempting interpretation or evaluation (in terms of pleasant or unpleasant).  

Diana maintains that it is only natural for thoughts and feelings to intrude and distract us from our chosen focus.  However, she recommends that we use our breath or sounds as our anchor to bring us back to our focus.  An alternative is to focus on bodily sensations such as those of our feet on the ground or our fingers touching each other causing tingling, warmth or a sensation of flow.  I like to use fingers touching as my anchor and I find that when I am waiting for something (e.g. a traffic light) I can touch my fingers and immediately drop into a breath consciousness that is calming.  

Diana observes that there are times when strong feelings will emerge, depending on what is going on in our lives at the time.  She suggests that we face these feelings and allow them to manifest without staying absorbed in them.  I noted that at one point in the meditation, I experienced a profound sense of sadness precipitated by the distressing events in Ukraine. I was able to stay with the sadness for a time and then restore the focus on my anchor, the sensations in my joined fingers.   The period of ten minutes silence at the end of the meditation podcast enabled me to deepen my focus.

Reflection

In her meditation podcast, Diana recalls Thich Nhat Hanh’s comments about death and dying.  In his video podcast on the topic, Where do we go when we die?, Nhat Hanh reminds us that cells in our body are dying all the time and new cells are being born – so, death and birth are part of every moment of our life.  He maintains that the disintegration of our body at death does not mean we cease to exist.  In his view, our words and actions continue to influence others – so, after we die, we continue in all the people who have come under our influence (or will come under our influence in the future).  He indicated that when he died he would continue in the lives of many thousands of people through the books he has written, the videos he has created and the podcasts that live on after him.

Sounds True provides a video of Nhat Hanh, the artist, as he engages in calligraphy as a form of mindfulness, using the in-breath and out-breath.  In one calligraphy, he likens the continuation of our lives in different forms to a cloud that never dies.

Diana states that the global mindfulness movement represents in many ways the continuation of the life of Nhat Hanh.  She asks us, “How are you going to enable the continuation of Nhat Hanh’s life in your own life?”. As we grow in mindfulness, we are continuing the life and tradition of Nhat Hanh and gaining access to the benefits of mindfulness including calmness, emotion regulation, insight, resilience and the courage to take compassionate action.

Thich Nhat Hahn made a hugely significant contribution to the global mindfulness movement and world peace (he was nominated by Martin Luther King for the Nobel Peace Prize).  Nhat Hanh left us a huge store of resources to enable us to plumb the depths of his teachings and his indomitable spirit, and to continue his life’s work to create a “beloved community”.  In all his life, throughout  the challenges of suffering, grief and disappointment, he “practised a lot of breathing, coming back to himself”.  Mindful breathing provided his grounding during all phases of his life, especially in the face of violence against the Vietnamese people, his followers and social workers.

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By Ron Passfield – Copyright (Creative Commons license, Attribution–Non Commercial–No Derivatives)

Disclosure: If you purchase a product through this site, I may earn a commission which will help to pay for the site, the associated Meetup group, and the resources to support the blog.

Developing Compassionate Leadership through Mindfulness


The concept of “Compassionate Leadership” has its foundations in the global mindfulness movement.  One example of this foundation is the book by Amanda Sinclair, Leading Mindfully.  She has a chapter on Bringing Love and Compassion into Leadership in this very readable and eminently practical book.  In this chapter she draws on the example of Paul Roos, who coached Sydney Swans to their first AFL premiership.   

The emergence of compassionate leadership

LinkedIn published an article in 2014 on the benefits of compassionate leadership and the traits of compassionate leaders.  In 2017, Forbes produced an article on Compassionate Leadership: A Mindful Call to Lead from Both the Head and the Heart which tracks why compassionate leadership has evolved to its prominence today.  The article recognises the seminal work of Google in developing mindful leadership through The Search Inside Yourself Program which is now available world-wide through the Search Inside Yourself Leadership Institute.  The program was initially conducted over seven weeks in Google and is now offered globally as a two-day mindful leadership course covering mindfulness, emotional intelligence, neuroscience, and compassion.

The currency of the compassionate leadership approach has been reinforced by Forbes.  In January 2020, Forbes published an article, How to be a more compassionate leader (and why it’s so important), which provides some practical steps to develop compassionate leadership including compassionate listening and helping to make other people’s lives better.   

Developing compassionate leadership through mindfulness

In October 2020, Forbes published another article which recommends mindfulness practice as a way to develop Compassionate Leadership.  The author, Laurel Donnellan, drew on the work of Darrell Jones, General Manager of Chill.  Darrell recommends three basic elements – focus on inner transformation, value quality of mindfulness practice (however brief) over quantity (and the related “shoulds”) and find refuge in your practice whatever form it takes (e.g. meditation, Tai Chi, mindful reading or prayer) in challenging times, especially in times of grief.  Darrell also suggests that we focus on “togethering” – putting our connectedness before our separateness.  One way to do this is to consciously practise “compassionate listening” to those who have a different perspective or cultural background, seeking to create conversations that are inclusive.

During the Radical Compassion Challenge, both Jon Kabat-Zinn and Tara Brach reinforced the need for mindful listening to personal stories as a stimulus to compassionate action and highlighted mindfulness practice as a way to remove the blockages (such as fear of failure or unrealistic assumptions) to taking kindness-inspired action.

Chade-Meng Tan, author of Search Inside Yourself and founder of the Google program of the same name, stressed the role of mindfulness in developing personal insight, compassionate action, and the capacity to inspire others.  His personal vision is to contribute to world peace through the development of compassionate leadership globally and he views mindfulness as the pathway to achieve this goal. 

Many mindfulness practitioners and researchers see self-compassion, developed through mindfulness, as a source of insight and motivation for compassionate leadership.  Tara Brach, for instance, argues that mindfulness can help us to overcome negative self-evaluation, sensitize us to the needs and hurt of others and free us up for compassionate action.  Pema Chödrön maintains that “compassionate abiding” in our own pain and suffering as a form of mindful self-compassion builds resilience and acts as a doorway to compassion for others.  Kristin Neff, author of The Mindful Self-Compassion Workbook, maintains that self-compassion is not self-pity or self-indulgence but helps us to understand our connectedness to others through sharing the human condition of pain and suffering. 

Reflection

Mindfulness helps us overcome self-absorption, our sense of separateness, negative self-narratives and resentment and, in the process enables us to see more clearly our connectedness, identify our capacity to helps others and to find the courage and creativity to put our compassionate ideas into action.   As we grow in mindfulness through meditation, reflection, and mindfulness practices, we build our capacity for compassionate leadership that not only enables us to take compassionate action but also inspires others to do likewise.

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Image by Joshua Choate from Pixabay

By Ron Passfield – Copyright (Creative Commons license, Attribution–Non Commercial–No Derivatives)

Disclosure: If you purchase a product through this site, I may earn a commission which will help to pay for the site, the associated Meetup group and the resources to support the blog.

Developing Resilience for Uncertain and Challenging Times

Danielle LaPorte – blogger, author, entrepreneur, podcaster and inspirational speaker – was recently interviewed by Tami Simon on the topic, Resilience in Challenging Times.   When asked how she is coping in the current Coronavirus crisis, she explained that in the main she is “feeling resilient” but sometimes drops out from her centre and experiences intense feelings of pain and sorrow.  For her, resilience is “coming home” to your true centre and your life as it is.  Danielle reinforced the need to fully face our fear and anxiety, rather than deny the reality of what is happening for us.  She reminds us that acceptance – accepting what is – is core to mindfulness, mental health and happiness.

Scenario thinking as a way to manage the uncertainties of life and business

Danielle drew on her role as a “social visionary” to recommend using scenario thinking as a way to manage through the uncertainties that confront us on every dimension of our lives today.  For example, with the staff of her entrepreneurial business she explored potential scenarios as they move forward, including the “worst possible” scenario.  Facing up to the worst possible scenario and exploring how you could cope gives you a sense of control over fear and anxiety – you have faced up to the thoughts that generate your fears and anxiety and diffused them by identifying ways to cope (rather than letting them whirl around in your head and disorientate you by pulling you away from your centre).  Danielle indicated that she applied scenario thinking to her personal life as well, even facing up to the possibility of her own death through Coronavirus infection.

In line with her scenario thinking and her role as a social futurist, Danielle suggested that the Coronavirus will bring out the best and worst in people.  We have seen this already, on the one hand, in panic buying and profiteering by hoarding and selling scare resources at exorbitant prices; on the other hand, the growing prevalence of kindness, thoughtfulness, generous sharing and compassionate action.   Danielle drew on Barbara Marx Hubbard’s analogy of the “crisis of birth” to talk about the pain of establishing a new world order where there is increasing integration of the scientific, social, economic and spiritual capacities of the human race through a process of “conscious evolution”.

The growth of heart-centred leadership

Danielle maintained that the current crisis creates a situation where heart-centred leadership becomes the new norm.  Leaders and managers of people working remotely as a result of enforced physical isolation are confronted with the need to be empathetic to the adverse situations experienced by many of their staff – some with ill parents, school-aged children at home, inadequate space, lack of necessary technical resources or inexperience in operating within a working from home environment.  Heart-centred leadership requires the development of compassion, a perception of leadership as resonance and the capacity to build leadership agility.

Danielle herself demonstrated heart-centred leadership when she spoke of “bothness” – the capacity to not only see and face your own suffering but also to recognise that others are suffering too, often experiencing much worse conditions and life circumstances than you are.  For example, she explained that the experience of a short supply of a particular grocery item bears no comparison to someone else’s situation where they have no food or any likelihood of obtaining anything that is nourishing.  Danielle suggests that her own pain and suffering is connecting her with “someone else with more pain”.  In the mutual experience of crisis, lies the energy of connectedness.

Reflection

The current Coronavirus crisis precipitates the development of self-intimacy rather than self-denial, the promotion of compassionate action over self-absorption, the growth of heart-centred leadership over narcissistic leadership and the emergence of a greater sense of connectedness, rather than disconnection.   As we grow in mindfulness – deep awareness of our self and others – through mindfulness practices, reflection and scenario thinking, we can maintain a positive mindset and contribute, however painfully, to the growth of a new, integrated world order.

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By Ron Passfield – Copyright (Creative Commons license, Attribution–Non Commercial–No Derivatives)

Disclosure: If you purchase a product through this site, I may earn a commission which will help to pay for the site, the associated Meetup group and the resources to support the blog.

Strategies for Managing Remotely

There are numerous suggestions available for managing remotely given that many people are working at home because of the social isolation associated with the Coronavirus.  In a previous post, I explored some of the challenges and opportunities involved in working from home that managers need to be aware of.  There are many common strategies employed by companies in relation to communication, support, information management, performance management, accountability and frequency and modes of interaction between managers and staff (and amongst staff themselves).  However, it is vitally important that the practices and processes of remote management reflect and reinforce organisation culture.

Reflect organisation values in remote management practices, processes and tools

While there are many suggestions regarding best practices for remote management (for example, on YouTube©), it is important not to just “copy and paste” them into your own company’s processes.  What is really needed is to build company-wide processes for remote management that reflect your company’s core values, e.g. friendliness, empowerment, accountability, transparency, consistency, inclusive.  Elizabeth Hall provides a comprehensive example of how Trello’s values are embedded in a wide range of remote management processes, systems and practices for their global organisation, e.g. virtual parties, chat system with multiple channels (work and personal), saying good morning (despite country of location) and mandatory overlap hours for working wherever in the world.

Communication practices and processes for remote management

One of the basic rules for managing remotely is to find ways to compensate for the lack of social interaction that people would normally have in a “bricks and mortar” environment.  From a management perspective, systems and processes for accountability are also important but need to be culturally compatible.  Communication strategies can be adapted to the nature of the work, location(s) of workers, time cycle of producing product and services and sensitivity/urgency of the core business.  Here are some communication strategies that companies employ to achieve these goals of social interaction, accountability and adaptability:

  • Mandatory online meetings – these can be daily or weekly and are mandatory often within a flexible working arrangement.  This ensures one form of interaction across the team and can build in accountability via a reporting mechanism (e.g. against KPIs, project milestones, or output measures). For teams that have a high level of interdependency, a daily “stand-up” meeting via video conferencing can be important to ensure that people are “in-synch” in relation to work-in-progress.  The sharing involved can take many forms, e.g. sharing “three things I did yesterday” and “three things I plan to do today”.  The manager then has the opportunity to check for coordination of effort and re-visit priorities in consultation with staff.  Some companies that have a mixed mode arrangement (work from home and work from company offices) ensure that all participants in the mandatory meetings are online (not a mix of face-to-face and virtual participation) – a practice designed to build in consistency and inclusiveness. 
  • Replicating the “water cooler” experience – finding ways to make up for the lack of social interaction of remote workers.  The processes employed are intended to build trust and understanding through mutual sharing, informal information exchange and storytelling.  Processes range from continuous online chat channels (both business and personal) to time-structured interactions for pairs or groups of four to enable them to share information about their personal life through online video conferencing (videos of the interaction can be shared more widely in the organisation with consent of the parties involved). 
  • Face-to-face interactions for the group – many companies institute an annual get together for a team (or linked teams) to create connections, build relationships, facilitate consistent communication of company information, share progress/strategies/intelligence and for forward planning.  These can take the form of retreats, conferences or workshops and incorporate games, partner interactions and/or social events.  It is important that the structure and processes of these scheduled face-to-face interactions reflect the characteristics of the company’s culture such as values, rituals and norms.
  • One-on-one interactions with the manager – ideally these entail visits by the manager to individual staff members.   However, regular and predictable one-on-one interactions are important to gauge how a staff member is coping with their work and environment and to provide a means of accountability.  It is increasingly important that managers find a balance between task and personal needs of staff when having these interactions.  In crisis times like the present, managers may need to change the balance by giving employees more slack and spending more time on personal matters to provide additional personal support.  This is necessary when working from home is enforced and not a matter of choice, when there are high levels of job insecurity and the broader environment is turbulent and uncertain.  Managers have a duty of care in relation to the mental health of their employees.  If they observe signs of mental illness, they can employ approaches such as the “R U Okay?” enquiry and access the relevant resources.

Processes and systems to support work achievement

It is important to put in place processes, systems, technology and policies to support effective remote management.  Clarity around expectations and system processes supports efficiency and effectiveness and reduces misunderstanding and conflict.  Developing protocols, practices and rituals provides some degree of certainty in a very uncertain world.  Strategies companies employ to support work achievement include:

  • Setting expectations: being clear with staff about performance and behavioural expectations is critical at the outset.  Included in this is establishing onboarding processes for new staff so that they understand what is expected of them as well as become familiar with the team’s processes and systems. It is common for different teams (e.g. system developers vs sales staff) to have different preferences about the means of communicating – e.g. email vs phone.  At the outset, the manager can support teams to develop groundrules about how they want to operate and collaborate.  For an established team, this could include exploration of the “unwritten rules” which create behavioural norms unconsciously.  Clear expectations provide the stimulus for personal motivation and contribution and the groundwork for performance management.  Some organisations employ 360-degree feedback to support performance management and identify development needs – the frequency of these feedback processes (e.g. quarterly, half-yearly or annually) will depend on the time cycle of the organisation and the need to highlight accountability.
  • Systems development: develop systems and procedures to support daily processing and achievement of team’s goals.  These should be documented and readily available to all staff.  In the absence of formal systems and procedures, information and intelligence can be lost and result in inconsistent treatment of staff and customers.  Systems should cover data storage, retrieval and editing. Cloud storage is often recommended for ease of access for remote workers. Visuals such as flow charts, diagrams and videos can be used to support communication about systems and procedures.
  • Support for workers in remote localities – often remotely located employees feel “left out” because their needs are not taken into account.  They suffer from inadequate infrastructure, the increased cost and limited availability of transportation and limited resources.  Ways to reduce the sense of isolation for remotely located workers include establishing a “buddy” system; visits by senior management; developing joint projects involving these staff and people in hub localities; and connecting them with local groups, organisations and government entities.  To help people in remote localities really feel as if they belong to the organisation, the manager can involve them in planning and review processes, ensure equitable access to training and be conscious of their timeframes (and time zones where relevant) and commitments when scheduling meetings.
  • Facilitate remote social interaction – this involves establishing a culturally appropriate way of providing fun and light relief so that staff can interact on a non-work basis.  Some groups have instituted virtual coffee breaks or lunches and others have introduced a virtual “happy hour”, while some groups with a light-hearted approach have enjoyed virtual games and parties.  Whatever form of remote social interaction you choose, it is important to encourage staff to take time out.

Reflection

Managing remotely adds considerable complexity to the role of a manager, especially in these uncertain times.  The demands for emotional agility and adaptability on the part of the manager are very high.  It is critical for remote managers to be able to manage themselves effectively in times of crisis.

With appropriate communication strategies and supportive systems and processes, a manager can help staff realise a work from home environment that is both enjoyable and productive.  As managers grow in mindfulness through reflection on experience, mindfulness practices and meditation, they will be better able to access their resourcefulness and resilience, heighten their compassion and build a sense of agency for themselves and their staff.

In his book, A Gentleman in Moscow, Amor Towles writes about Count Alexander Rostov who was evicted from his usual plush suite in the Metropol Hotel and confined to an attic room in the hotel for an indefinite period by The Bolshevik.   During an early stage of describing the house arrest, Towles shares the Count’s reflection on his confinement and depleted situation (which incorporates a salutary lesson for dealing with changed circumstances):

Having acknowledged that a man must master his circumstances or otherwise be mastered by them, the Count thought it worth considering how one was most likely to achieve this aim when one had been sentenced to a life of confinement. (p. 38-39)

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By Ron Passfield – Copyright (Creative Commons license, Attribution–Non Commercial–No Derivatives)

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Managing Remotely: Challenges and Opportunities

Managing remotely brings many challenges and these are compounded in the current uncertain times associated with the relentless march of the Coronavirus.  Managers like their staff can be ill-prepared for the sudden change in their work location and circumstances.  Managers who are used to seeing their staff daily and being able to observe what they are working on, lose that “line of sight” and can become anxious about their perceived loss of control.  Workers themselves can experience a sense of social isolation and can lack access to timely information and adequate technology.  These difficulties can be aggravated by distractions, particularly where there are young children at home and other children who need to maintain a school study program while being unable to attend school.  Managing remotely demands increased flexibility and adaptability on the part of managers, the willingness to “cut their staff some slack” and the emotional agility to manage themselves in times of crisis.

While the challenges of remote management are personally demanding for managers, particularly in times of uncertainty, there are also opportunities inherent in the remote circumstances.  These include the opportunity to develop stronger relationships with individual staff, to build effective teamwork and to promote creativity and capacity development.

The challenges of managing remotely

Staff working from home and/or in remote locations can lose their sense of belonging very quickly and become withdrawn and disengaged.  Managers on our Confident People Management (CPM) Program report that some of the other challenges that arise are:

  • Things can get out of hand quickly
  • Staff can become demotivated because they often do not know “what is going on” (compounded by the absence of the informal, “drink fountain” conversations that often entail sharing, “Did you know that…?”)
  • Misunderstandings and conflict can arise because of the lack of information and/or communication
  • Staff can feel a lack of support because the normal supports (presence of mentors, technical experts and resources) are not readily accessible
  • The working space and/or technology of staff working from home may not be ideal
  • The potential for negative cohesion and “groupthink” to arise in the absence of the physical presence of the manager
  • Staff can experience feeling isolated and this sense of disconnection from others can compound, or be the catalyst for, mental health issues such as loneliness and depression
  • Managing poor performance can be more difficult because of the loss of “line of sight”, the lack of face-to-face interaction and the extra demands of communicating and problem solving on a more regular or routinised basis.

People ideally suited to working remotely are those who are self-reliant, strong communicators, self-directed, resilient, trustworthy and outcomes/results focused.   Unfortunately, in these times of enforced working from home arrangements, managers do not get the opportunity to decide who is personally suited to working from home and whose work is adaptable to a working from home environment.  This situation of lack of control over a critical aspect of decision making can be particularly challenging for a manager and also make performance management even more difficult because some people will not be suited to these quickly implemented, new working arrangements.  The current need for social isolation and social distancing for both managers and staff can place an added burden on the manager and can make it difficult for them to maintain a positive mindset when faced with the added challenges of complexity, uncertainty and anxiety (their own and that of their staff).

The opportunities of managing remotely

Managers on our current CPM Program report that the remote management situation has surprisingly improved their communication with individual staff when they use video as apart of remote communications technology (such as Zoom© or Microsoft Teams©).  Both managers and staff are finding it easier to share openly and with some degree of vulnerability in this new context.  They put these relationship improvements down to the lack of workplace distractions, the absence of an open office environment where privacy is sacrificed in the misguided pursuit of efficiency and a mutual sense of vulnerability (occasioned by the Coronavirus).

With the right strategies for managing remotely, managers can create opportunities for staff to develop new skills, build resilience, improve teamwork and collaboration and gain more enjoyment and motivation in their work.  As the oft-quoted English-language proverb goes, Necessity is the mother of invention – the need to do something imperative about something that is significant to working effectively, generates creativity and innovation.  Both managers and staff are forced to find new ways of working and communicating to maintain their own sense of agency and to achieve the desired team outcomes.

Reflection

There is a tendency to see only the challenges inherent in remote management because of our natural negative bias when we feel threatened or forced to go outside our comfort zone.  However, there are very real opportunities involved in managing remotely, not the least of these being the catalyst to involve managers in accelerated self-development.  As managers grow in mindfulness through meditation, mindfulness practices and reflection they can build their personal resilience, enhance their capacity to make “adaptive change” in their behaviour and more readily access their creativity and innovation.  With every challenge there is an opportunity for personal growth if the manager has worked at creating fertile ground, through mindfulness, for their own flourishing.

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Image by Anrita1705 from Pixabay

By Ron Passfield – Copyright (Creative Commons license, Attribution–Non Commercial–No Derivatives)

Disclosure: If you purchase a product through this site, I may earn a commission which will help to pay for the site, the associated Meetup group and the resources to support the blog.