Archive for the 'Leadership' Category

So, it is your first day in the corner office…

I received an email the other day inviting me to contribute a ‘thought’ or message to a leader newly appointed to the role of CEO. I was one of several people invited to do so and I thought it was a nice touch. Unfortunately, the mail arrived at a time when I was in Thailand on holiday (someone has to do it) and deliberately computerless. By the time I read the invitation, the deadline and opportunity to make a contribution had passed. Ah well, maybe next time.

But I got to think what it is I would have written and decided that this is the message that I would want a new CEO to hear…

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Load shedding lessons (and opportunities)

Dr Graeme Codrington offers insight for South Africans (and others) on how not to be left in the dark when it comes to strategic planning as well as attracting and retaining talented young people with creativity - particularly when traditional solutions aren’t working. Consider how you could use the current load shedding to your advantage!

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Developing corporate leaders

Explore four trends that are currently changing the face of business as Keith explains how these trends are resulting in the need for a radical transformation in the process of developing leaders who are capable of leading into the future.

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The Great HR Paradox: A Thought Bullet for CEO’s everywhere

“Never before has ‘HR’ (Human Resources) been so redundant within the corporation; yet paradoxically, never before has it been more critical.” In this article, Keith Coats offers a viewpoint on how companies can make the transition to the connection economy and arrive in tomorrow’s world with the requisite skills to not only survive but succeed and lead in the business world today.

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Where’s my silver bullet?

I am sitting in a full day session with Gary Hamel. I didn’t pay enough money to be alone with him, so I am sharing the hall with a few hundred other people, representing many of South Africa’s top corporates and leading businesses. Gary has been great. I enjoy his style (his PowerPoint slides are are shocker, but he is a relaxed and engaging presenter). His content is compelling. He knows his stuff. It’s been woirth the time and money investment.

But it’s now the afternoon tea break, and all around me I hear the same comment: “I’m looking forward to this last session….”. The reason for the anticipation is that Gary has set up things brilliantly in the morning sessions. He has explained the 21st century context, he has shown us why innovation in management processes is a key to sustained success, and he has inspired and excited us to want to innovate and make a change. But he hasn’t told us what to do yet. That’s what everyone thinks is coming now! I think they will be disappointed. OR, I will be disappointed in Gary. Either way, it’s going to be a disappointing end to a great day.

Here’s why.
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Managing Millennials

This article is an excerpt from Connecting Generations: The Sourcebook by Claire Raines (2002).

For more about the work that Claire and her colleagues do, go to her website.

I get questions every month from businesspeople looking for something about the newest generation of workers. They’d like an updated version of Twentysomething or Beyond Generation X, books I wrote in 1991 and 1996. Along with Bruce Tulgan’s Managing Generation X, they’re the classics on managing and motivating young employees. The thing is, the young employees we were talking about in those three books are well established in the workplace today, and the next generation is showing up with a whole new perspective, a different set of values, a distinctive work ethic. They’re as different from Generation X as they can be. By and large, it’s the Gen-Xers who are managing them, and who are looking for help in understanding just what the Millennials are all about. Thus this article. I think you’ll find a fairly comprehensive treatment of Millennial employees.

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Beware the Chicken Littles (SA, ANC, Zuma and more)

I received this by email from the great lads at SA The Good News. I don#8217;t go with everything they say below, but it#8217;s worth thinking about (especially for our South African readers):

Mbeki vs ZumaThe prospect of a Zuma ANC presidency is becoming more and more of a reality and with it a scenario so long feared by the chattering classes. The prospect of a Zuma ANC presidency is becoming more and more of a reality and with it a scenario so long feared by the chattering classes.

Normally sane, rational people have said things like “If Zuma becomes President, I#8217;m outta here!? and “You#8217;ll really battle to find any “good news”? if Zuma is elected. The country will be screwed.”?

It reminds me of the hysteria and popular opinions that swirled around the suburbs before the 1994 General Election (”You better stock up on water, canned food, guns and ammunition because there#8217;s going to be chaos”?). Similarly, the world wide angst over the Y2K computer bug in the lead up to January 1, 2000 (”Planes are going to drop out of the sky! Nuclear plants will melt down!”?).

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More lessons from SAS Institute

SAS Institute logoOver the years I have been doing presentations about attracting and retaining talent, I have watched global lists of “Best Companies to Work For”. Very consistently, SAS Institute, a privately owned software company based in the USA, has been rated as one of the very best.

One of my favourite quotes about the role of leadership in talent development comes from the CEO, Jim Goodknight, who has said, “Every afternoon at about 5pm, all of the assets of this company leave the building. It is my job to make sure they want to come back in the morning.” Nice!!

The Economist latest edition does a profile on SAS, and indicates that the approach of valuing staff is really reaping some great rewards for this company. Read it here (subscription may be required), or see extracts below.

PS - if I haven’t said so recently, then let me say it again - if you only have time to read one magazine a week, then it must be the Economist!

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Intuitive Leadership: Embracing a Paradigm of Narrative, Metaphor, and Chaos

I met Tim Keel in Uganda last year, where he and I attended a conference. It was about reconciliation, learning leadership lessons from Africa and about postmodern communities of faith. I spent some time with Tim, and really enjoyed his approach to life. At that point, he was just finishing up his latest book. It has now been released, to some acclaim.

Tim is a pastor of a church in the US. So, he writes from a faith community perspective. But his insights about leadership are universal and timely. I highly recommend his book. I have just got it, and am reading through it, so here is a review I received about his book.

Intuitive Leadership: Embracing a Paradigm of Narrative, Metaphor, and Chaos
Buy it at Amazon.com

Book Review By Nanette Sawyer

I’ve been hungry for a book like Tim Keel’s Intuitive Leadership . It’s the newest book just out through the emersion books line. Once I opened the book, I ate it up. Like a wonderful feast, I had to force myself to stop eating and set it aside to digest for awhile. And digestible it is. Written with beauty, nuance and a personable style, Keel makes you feel you’re sitting at table with him deeply engaged in a hopeful, passionate conversation about the activity of God in the world and our lives. His insightful accounts of biblical stories shine bright lights into the texts we think we know, but he sees more. As he tells the stories, they shine floodlights into our contemporary situation.

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Dear Yves…a conversation around Values

Following a presentation on Invitational Leadership at a two day workshop for senior leaders at a prominent multi-national, the CEO of the company and Keith Coats engaged in a chat about values and the role they play in a company. He invited Keith to email him some thoughts around the four values his company had framed. Here is Keith’s response. It is an excellent insight into the type of values-driven leadership required in companies today.

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Leadership vs Management: A new look at an old question

This article was first published in the Boardroom magazine, as part of Graeme’s regular column, in March 2007.

Leadership vs managementAsk anyone and they’ll tell you. There’s a difference between managers and leaders. And there are any number of books, self-help gurus and consultants who will define precisely what that difference is and help those who want to become leaders to do so in 3 (or 7 or 13 or 21) easy steps. The problem is that most people think theyre leaders simply because they made it to the top of their pile. Yet, leadership is much more than this.

Are you a leader?

One of the most quoted leadership experts is Warren Bennis, a popular writer of leadership resources and business professor at the University of Southern California. His distinction between leaders and managers is famous: Managers are people who do things right and leaders are people who do the right things (Learning to Lead: A Workbook on Becoming a Leader, Perseus Books / Addison Wesley, 1997). This various conceptions of the difference is often accompanied by lists of what leaders do (innovate, inspire trust, challenge status quo, seek risks, etc) compared to managers (implement, control, accept status quo, seek comfort and safety, etc).

After reading those lists, it is almost impossible to see managers as anything other than lesser beings than leaders. No wonder then that everyone wants to be a leader! And absolutely no wonder that those at Exco or Board level would not for one minute think that they might not be leaders that they might be nothing more than glorified managers! Yet, this is what many of them are: managers.This may seem like a bold statement, but the world is currently in crisis because of a lack of real leadership in all spheres of life.

The problem is that people with the title of leader often do nothing more than manage. This is true from small departments to large countries.
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Leadership lessons from unexpected sources

This article was first published in 2002, as part of Dictum Publishing’s Leadership Session feedback.

A Brief History of Humanity

LeadershipThe simplest summary of the broad sweep of human history is this uncomplicated thought: Let something else do the work. From the earliest hunter-gatherers, whoused sticks, rocks, flint and fire, through farmers who tamed animals and water to add extra strength to human muscles, to the Industrial era, where peoples muscles were replaced by machines, internal combustion engines and smoke-drenched factories, humankind has been on a quest to let something else do the work. These first 3 epochs of human history (subsistence, agrarian, industrial), spanning more than 10,000 years, brought us to the point in history when we only get physically tired for fun.

Having reached this point, we turned our quest to let something do the work, to the next most obvious human function: thinking. For the last 50 years, the information era has been in full swing. The theme of this era has been allowing machines to do more andmore of our thinking for us. The logical conclusion of this trend is that in a decade or so, we will only do thinking for fun.Any functions that are based on routinely applying set rules to given situations, however complex, will be the first to be completely replaced by computers. This will affect everyone from the accountant (the most obvious place to start), through lawyers and teachers, all the way to doctors (especially the GP).
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The best companies to work for…if you are a parent

ParentNot many people think about maternity benefits when applying for a job, and yet organisations differ hugely in what they provide for parents. Some offer the bare legal minimum, others offer a year’s maternity leave on full pay. In an era of increased awareness of the importance of work-life integration, The Guardian argues, following a study of 250 organisations, that it is the smart organisations that take maternity benefits seriously who will attract and retain talented staff.

The survey discovered that companies often treat family life as being entirely separate from the workplace rather than being, as they are in the lives of most employees, tightly bound together. Very few corporations showcase strong parental benefits among their recruitment incentives or as evidence of high corporate ethics. And yet any working parent knows how damaging it is to productivity, creativity and mental health to work for organisations that blank out or are hostile to the beating family heart of its staff.

The Guardian argues that good support to parents is a social contribution as important as a companies charitable donations, recycling or carbon footprint reduction efforts.

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The Soul of Your African: Celebration

Aloysias Maimane asks what makes someone an African. Part of the answer relates to African celebrations. In this article, Aloysias explains what celebrations mean to Africans, and what implications this has for companies and leaders. Anyone who needs to attract, retain and inspire African staff members, whatever their cultural background, would do well to consider the importance of celebrations.

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The Inconvenient Truth for Leaders

What global warming is to Al Gore, so is the issue of control to the leader. However the inconvenient truth is that control is an illusion. Keith Coats, global leadership guru explores the concept of leadership and control in this insightful article on invitational leadership.

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Consultants, Business School professors and leaders

The 2000’s will be looked back on as the decade of the business school professor as corporate guide. The past few decades have successively (and sometimes concurrently) belonged to big consulting firms (like McKinsey’s), big auditing companies trying to get into “advisory” (Deloitte, KPMG, Accenture), the guru (e.g. Peters), the researcher turned guru (e.g. Collins, Buckingham), the celebrity CEO turned conference speaker (Welch, and wait for Blair-the-PM-turned-conference-circuit-king) and now the professor turned business coach (Hamel, Kottler, Ghoshal, Sachs, Porter, et al).

There is nothing new about all of this. Business leaders have consistently looked for help from outside. They need outside inputs to see context, make decisions, get clarity, drive change and grow their businesses. Too often, however, these requests for help have been abrogations of responsibility as the corporate herd chases the “next big thing”.

A few decades ago, there was a technology department mantra: “nobody got fired for buying IBM”. Sure, maybe IBM machines were not the best. Maybe they weren’t perfect for the job you needed doing. Maybe they cost too much. And maybe you didn’t get the results you were hoping for. But, you wouldn’t get fired, because everyone was buying IBM, and everyone can’t be wrong. Right?

So, now the trend in management circles is to get professors of business management (a slightly loftier title than the more accurate: experts in a specific aspect of business administration) as business consultants. This is a dangerous trend - entrusting the future of your business to an academic with a limited scope, who reads a specific set of prescribed textbooks (that everyone else is reading) and who’s personality lends him or herself to mental philosophical experimentation (on the one extreme) or micro-dissecting of statistical data (on the other).

I have nothing against academics (I have been on the receiving end of 5 graduation ceremonies, after all). Nor do I have anything against consultants (I am one, sometimes). And I don’t have a problem with business bringing in outside help (that’s how I earn a living). But I do have a problem with the way in which most businesses simply play it safe and go with the crowd when it comes to strategy, leadership development and training. Right now the crowd is running with the clone-like business schools. They all have a few really top-class specialists who get involved right at the start of the process (to impress the client, and lend their “patronage” to the programme). They then employ “programme directors”, many of whom are not much more than administrators to cobble together a programme that the client will like. By this they mean that delegate feedback forms will be filled in, and the lecturers (”external faculty”) will receive a minimum good approval rating. Long-term results be damned. What the client really NEEDS be damned. Give them what they want, roll it out over a few years with lots of activity, and advertise the “investment” widely in the press, and everyone will be happy.

Everyone, except the long-term shareholders, that is. Because this is a recipe for disaster.

    OK, as I reread this post, it feels a bit doom and gloom. Read on for an extract from the article that sparked this thought flow for me…

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Exploring business’s social contract: An interview with Daniel Yankelovich

A founding father of public-opinion research explains why shareholder value isn’t enough.

I found this in my archives recently. It is dated 2007, and comes from the McKinsey Quaterly. I have no idea how I got it. It is an excellent read, and supports much of what we do at TomorrowToday. Enjoy!

As a founding father of public-opinion research and its preeminent practitioner, Daniel Yankelovich has been probing attitudes toward business and other issues for more than four decades. Yankelovich, 82, introduced the New York Times/Yankelovich poll in 1975, has written 11 books, and served as a consultant to business and political leaders. He has also established four companies, including his latest, Viewpoint Learning, which helps organizations to develop special-purpose dialogues to expand their options, anticipate obstacles, and broaden support for difficult decisions. Yankelovich is no stranger to the boardrooms of large enterprises, having served as a director of Arkla, CBS, Educational Testing Service, Meredith, U S West, and other companies, as well as foundations, universities, and nonprofits.

Throughout his career Yankelovich has unwaveringly stressed the need for organizations to embrace ethical integrity in their operations and their ties to the outside world. He recently sat down at his home in La Jolla, California, with Lenny Mendonca, a director in McKinseys San Francisco office, and Matt Miller, an adviser to McKinsey, to discuss the current and future contract between business and society.

The Quarterly: What does your research show about businesss standing with society today?
Daniel Yankelovich: The social contract with business is in a state of flux. Milton Friedman has had an enormous influence on the outlook of US business, especially his interpretation of Adam Smiths concept of the invisible hand, which argues against a corporations broader engagement with society. Friedmans view is that social good comes about automatically when companies make a profit. So its a narrow adherence to the bottom line.
But McKinseys own research is in complete agreement with the idea that you need a broader engagement.HYPERLINK “1 And thats where we are now moving. Friedmans influence and the ideology of shareholder value reinforce each other and cater to only one constituencyshareholders. Now there is growing agreement that the engagement has to be broader and that profitability doesnt always automatically enhance the public good. In other words, a more pragmatic approach.

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Rethinking Leadership

The more I look, listen, read and learn, to more convinced I am that our approach to leadership education and development needs a major rethink. Rather than focusing on static ’snapshots’ leaders need to learn how to identify patters, articulate ideas and provide metaphors that enable accurate interpretation of what is happening within their personal and business networks. The temptation (and legacy) is to default to finding ‘technical solutions’ - those answers that sit within the current paradigm and which can be analyzed, measured and managed - rather than engage in the true work of leadership; that of engaging themselves and others in the necessary ‘adaptive challenges’ at hand.

Book cover‘Adaptive leadership’ according to Parks in her book ‘Leadership can be taught’ (which explores the philosophy and methodology of Harvard leadership virtuoso Ron Heifetz - purchase online at Amazon.com or Kalahari.net) involves looking beneath the surface, embracing new mindsets, new learning and new behaviour; engaging complexity - seeing the whole and challenging deeply held assumptions and values. The kind of leadership that engages both heart and mind. In a predicable world where tomorrow resembles today, the old approach to leadership can survive. However, we no longer live in such a world. We live - and have to lead - in a world that is ‘tiny’, a world that is connected, a world of bewildering paradox and one that is no standing still. This world requires a new type of leadership and those tasked with teaching leadership will find less relevance in past models and will have to themselves, learn from the future.

Prisoners of the past

The opening line of the best selling business book of all time is as succinct as it is true: “Good is the enemy of great”. Jim Collins’ 2001 bestseller, “Good to Great” explains how most companies never become great because they are already good. They have become prisoners to their past – not feeling any need to push boundaries, innovate, prepare for the unexpected, stretch themselves or make necessary changes to ensure sustainable success. Dr Graeme Codrington argues that this is a recipe for disaster, that only future-focused leadership - who have the guts to look forward and not back - can avert.

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The New Village: Building Courageous Companies

In this article, Keith Coats, our resident leadership expert, visits one of his favourite themes: the company as a village. He explains the four key requirements for developing successful and resilient organisations: belonging, mastery, independence and generosity.

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Why Strategies Don’t Work

Many people will agree with Pete Laburn, strategy consultant and part of TomorrowToday’s network, that strategy just doesn’t work in most companies. Its either about just getting a plan done for head office, or we actually don’t have the time to lift our heads above the daily grind to see into the future. In this article, Pete argues that there is one dominant reason why strategies fail, and that is that the only strategy that organisations will deliver is the one that they are capable of delivering. He suggests three critical elements for developing organisational capability for implementing strategies.

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Being off balance: cricket and organisational development

Graeme Smith in painThe 2007 Cricket World Cup was a dismal affair for English and South African cricket fans alike. The hosts would also not be proud of their efforts, while Australia has marched on from strength to strength, not even missing Brett Lee and saying a mighty farewell to Glen McGrath.

As a die hard Protea’s supporter, I struggled to find anything good in the tournament. Yet, two things stood out for me in the end.

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Mount Grace Country House and Spa: how NOT to manage a management change

One of our family’s favourite luxury holiday destinations has been Mount Grace. My father was a friend of the founder, and so I have known about this hotel literally since attending its opening many years ago. Before our youngest child came, Mount Grace Easter breakaways were a favourite - as children (not normally allowed at the hotel) were catered for spectacularly. This was the hotel I took my wife to on our first “parents only” night away after the birth of our first child. And, as a professional conference speaker and facilitator, I have been a day and overnight conference guest at the hotel many times. A Sunday drive was well worth it - the buffet lunch the stuff of legends. We’ve also made use of the Spa on stay overs and day trips. Sure, they know how to charge for this luxury and reputation, but it has always been well worth it. And so, it was with great anticipation that my family and I (with in-laws in tow) set off for Mount Grace Country Hotel and Spa for an Easter weekend getaway!

Our expectations were rudely shattered. Short version: we shall not be going back to Mount Grace anytime soon! What a disappointing and shocking weekend we’ve had!

You can read the gory details below, if you’re the type of person who tends to slow down to rubberneck at car crashes on the side of the highway. But, for casual readers of this blog, let me start this piece by giving you the lessons that can be learned.

  • The hotel was recently taken over by a new company. They have clearly lost key staff. But when you take over an existing brand, you should be absolutely sure that systems are in place, that you know what these systems are, that you have the staff to back you up, and that you have a proper transitional process and knowledge continuity plan in place. This has clearly not happened at Mount Grace, as systems have almost entirely collapsed and staff are undertrained. What a waste of such a good brand (I shudder to think what was paid in goodwill, and how much of that payment has already been lost!)
  • “The Luxury Touch” is what distinguishes the truly great from the also rans at this end of the market - see the previous blog entry for four things that must be maintained in order to ensure the luxury touch is always there.
  • When a problem occurs, admit it, and ask the simple question: “what can we do to make this right?” Apologies are one thing, but when they come from a junior manager, who’s obvious role is to just stand there and take your abuse with an appropriately sad looking face, they are meaningless. When a customer indicates they’ve had a bad experience, agreeing with them, but obviously not having any intent to resolve the issue just serves to inflame the customer even more.
  • It takes a team - it was obvious that there were certain staff members who knew that the systems were collapsing and were incredibly frustrated at the rest of the team who were messing things up. This is understandable, but should not be allowed to come into the client space. It showed distinct low morale amongst the competent staff. It would not surprise me if Mount Grace lost even more of its talent very soon. So sadly, as always, its likely to get worse before it gets better.
  • Communication is the basis of all teamwork. The most basic error made over our weekend was a breakdown in communication between different people, and different departments. Some were actually hilarious in their magnitude - read below for some of the howlers. A lot of our frustration could have been avoided by simple communication between staff.
  • Leadership required. Ultimately this was a lack of leadership/management. We left detailed written comments for management, and I will be interested to see if they respond. BREAKING NEWS: AS I WRITE THIS, I HAVE JUST RECEIVED A PHONE CALL FROM THE GENERAL MANAGER. He has said, “No apologies, we dropped the ball. We were overwhelmed, and our new team couldn’t cope.” Well, maybe that accounts for some of what you’ll read below, but not all of it. Anyway, they’ve offered my wife and I a free weekend to attempt to show that the Easter weekend was a once off slip. I suppose I can’t ask for much more, and I really, really hope that they will get it sorted, as I love the venue. When that weekend happens, I will write a follow up to this blog. For now, our story is what our story is…
  • You only get one chance. In the 21st century, with so much consumer choice, your customers will only give you one chance to impress or disappoint them. There’s no need for my family to go back to Mount Grace - there are plenty of other options. And so, we won’t. It costs you about 5 times more to get new customers than it does to retain existing ones. And bad news tends to travel, especially when it comes from people who are perceived as knowledgeable in the field they’re commenting on. So, make sure you know what’s going on with your customers, and keep them in the fold!! HAVING SAID YOU GET ONLY ONE CHANCE, I suppose if you really grovel you can get just one more :-). This is what Mount Grace have now done, and my wife and I will give them another chance. It’s going to cost them the price of a weekend for two, but I suppose that’s ultimately cheaper than losing us forever, and living with the bad press we can create.

Simple lesson: stay away from Mount Grace - at least until they have their systems sorted.

So, now for our story…

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Campaigning on the Internet

This report from The Economist, 15 March 2007 (may need subscription):

Of slips and video clips
Candidates for 2008 are racing to master a new medium

DURING the presidential campaign of 1800, partisans harnessed high-speed technology to spread their message. Like today, that message was often scurrilous. Unlike today, the technology they harnessed needed real harnesses. When Thomas Jefferson’s enemies wanted to distribute pamphlets accusing him of atheism and adultery, or to spread a premature report of his death, they used horses, which could outrun even the most rapid rebuttal.

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Encountering the Stars (and Stripes): The Problem with the Guru Mentality a personal experience.

AmericansWhy is it that Americans always seem to have an answer? Now, before I progress let me make it clear that I have nothing against Americans per se, and in fact know many who could not be put in the category I am about to articulate. NonethelessI have noticed an alarming trend. There have been several experiences over many years that have contributed to me arriving at this opinion. But let me share a fresh experience that merely underscores the point being made.

Both these fresh observations come out of attending two Leadership conferences in Shanghai. Both involve watching and listening to the visiting American leadership Gurus that have come here (over the past two years) to share their insights. Both have come with impressive credentials and big reputations. Both have vast experience and certainly have good points worthy of attention. Both are best selling authors. Both are articulate and confident. Both offered solutions or best practices that were about their way - aka the American way of doing things. And I am sure that both would deny this and point to a global effectiveness within their sphere of influence.

And here is my issue: both seem not to listen. I found myself baulking at their quick fire, ready-made and slick answers. No hesitation, no clarifying question… just the answer wrapped, packed, sealed and delivered. They seemed unable to hear the question, to ask the question (why would you if you already have the answer?) much less pause in the space that the question invites. Both seem strangers to the gift that the question offers that space where you get to hear others, where you get to learn of a better way. For, there always is a better way. Neither, in both their formal and, as far as I could determine, their informal manner, explored the gift of the question.

During one tea break a group of us were pondering some of the more paradoxical points of coaching when the one Guru joined the group. Naturally his opinion was sought. Naturally he gave an answer offering a sweeping global formula (his technique). Naturally he didn’t hear the (small) questioning voice that challenged his opinion once he had had finished. And so the gift of the pause was lost. After sharing his wisdom (without so much as asking a question of those assembled) he moved on, no doubt to impart his wisdom elsewhere. The irony for me was that he was a coach (with some impressive CEOs as clients I might add) and the focus of his keynote address was about the virtue of listening and asking questions. And here he was in our tea group where he didn’t do either - where he didn’t join the conversation but rather took it ransom. Something that was to be repeated around the dinner table that same evening.

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