• “Sir, we don’t actually do what we propose. We just propose it.”

    I just ran across an old UPS commercial on YouTube that I sometimes play when I give talks on The Knowing-Doing Gap and how to close the Smart-Talk Trap.  It is quite funny and quite true of many consultants, and I love the punchline: "Sir, we don't actually do what we propose.  We just propose it."  The commercial does a lovely job of making the point that knowledge without action is just as bad as no knowledge at all. I am sorry it is grainy, but I love the content and the acting.

    I should also confess that there are times when I am those guys in the commercial  –giving advice that I don't implement.  I do believe that there are times when businesses clients benefit from sound advice that they then implement themselves (Exhibit one here might be W. Edwards Deming's impact on the Japanese auto industry). But there are still too many times in business when people act as if once they hear and talk about a good idea, their work is done even if no one ever actually gets around to testing or implementing it. That is the disease that Jeff Pfeffer and I take aim at in The Knowing-Doing Gap.

  • Kelley Eskridge’s Wise Advice on Running Meetings

    The comments and questions generated by my post last week on Do You End Meetings on Time? are consistently wise and thoughtful, but I wanted to highlight the one by Kelley Eskridge in particular.  It isn't just about ending meetings, it is about how to run a great meeting in general.  I also suggest that you check out Kelley's website and blog.  Her website is for her company, Humans at Work.    You can see why she knows so  much about running groups, as she does this for a living.  The most amazing thing about her company website is that — although she will charge you to do it herself — she provides detailed advice about how to use her group intervention method yourself for free… now that is rare.  I can't imagine Bain, BCG, or McKinsey doing quite the same thing! 

    Also, as I read her blog, I also learned Kelley has published a well-reviewed novel and many stories.  Here novel, Solitaire, is being developed into a film.  I guess that explains why her blog is so well-written, as is this lovely advice below on meetings.  I especially like her advice about how a combination of rules, process skills, and a bit of polite courage can be used to gently tamp down destructive and overbearing team members:

    One tool that has always helped me facilitate meetings — my own, and those fun times when I am the facilitator for the 35 300-pound-gorilla executives in the room — is Ground Rules. 

    I pre-publish a prepared list of ground rules to attendees, and also bring it on a flip chart into the meeting and hang it on the wall.  The rules typically include:

    — Start/end the meeting on time
    — No interruptions
    — No side conversations
    — No phone calls/email in the meeting
    — Everyone participates in brainstorming
    — In dealing with conflict, we focus on the business choices, not on the people arguing for or against them
    — We use a "parking lot" to capture ideas that are important to pursue, but not relevant to the work of this meeting. 
    — We leave the room with a clear record of decisions made and who is accountable for follow-up.

    At the start of the meeting, ask if there is anyone who is not willing to work by these rules, and if there are additional ground rules needed.

    And then when the EVP of Bananas starts steamrolling the conversation, cut her off; point to the flip chart; and say, "Cheetah, we have a rule about no interruptions.  I'd like Tarzan  to finish what he was saying and then I'll turn it over to you."

    Cheetah won't like it.  But 95% of the time, she'll do it.  The other 5% of the time, you have to be willing to enlist the group's help to enforce the rules.  That goes something like: "Okay, we all agreed to these rules.  Cheetah has just said that she doesn't want to be bound by them.  Does the rest of the group agree that these rules should be ditched?  In my experience as a facilitator, if you're not willing to have rules for meetings, you'll have less effective meetings.  That's up to you.  What would you like to do?"

    And then abide by the group's decision.  Which will usually be "well… I think we should have rules… " (with covert looks at Cheetah, who will be pissed but basically powerless, unless she is real asshole).

    I can already hear the howls of disbelieving laughter from folks, along the lines of "if only"… but I've done this plenty of times, always with success and never with any kind of retribution beyond the occasional "oh, right, PROCESS!" sneers.

    The thing is, people will generally follow the most effective behavior that's modeled for them.  Ground rules help you model the behavior and give you an objective reference point for calling out rudeness/ineffective behavior.

    Most workplace assholes get away with it because no one stops them.  Having an objective tool agreed on by the group can really help.

    Kelley, thanks for taking the time write such a lovely and thoughtful comment.

  • What Should a New Boss Do the First Few Weeks?

    One of my former students wrote a great email this morning, and although I fumbled to give him a few answers, I felt like I didn't give him the answer he deserved.  He has been working the past couple years as an "individual contributor" at a professional services firm.  I know him pretty well, as he was a student in a couple intense d.school classes I taught and was also my teaching assistant in another class. He is very smart and very hard working.  But he is about to start a new role from him: As the boss of a four-person team.

    Here is his question:

    "I am a bit
    nervous as I will be leading a team of four, all more senior than myself in
    both age and tenure.  And to be honest, I'm not sure what to do or say
    over the first few weeks.  I don't believe I'll be an asshole, or have a
    power trip, but am more concerned about making the right impression off the
    bat.  Got any nuggets of wisdom?
    "

    I wonder if any of you can help this new boss. How does he make a good impression — and I would add — set the stage so that they not only like him, but also do great work?

  • Do You End Meetings On Time?

    I realize that there are times when true crises arise, decisions need to be made, urgent action need to be taken, and so on –so a group leader must keep a meeting running after the scheduled ending time.  But I have been in a number of situations over the years– with meetings inside and outside Stanford, in classes, conferences, and dozens of other situations — where the meeting stretches on well-past the appointed ending time for no good reason.  I also occasionally hear stories from my kids about how they are late to their next class –and get in trouble — because one of their teachers insists on holding them in class after the bell rings for some ridiculous reason.

    Keeping people later that scheduled is, to me, rude because it means they are often late to their next meetings, late for after work activities (I recall a meeting that made me late to one of my kid's plays years ago), and it infringes on their individual productivity.

    There are at least four reasons that this seems to happen, none of which are very flattering to leaders:

    1. The Leader is Clueless.  This is when the leader doesn't realize that it is well past ending time or doesn't know when the meeting actually ends.  I am disorganized enough that I have kept students later than I should because I didn't know the ending time, but when it happens, it is clearly a failure of my management skills. Those of us who lead routine meetings have an obligation to know when they are supposed to end, and to stick to it.

    2. The Leader Lacks the Courage — or Perhaps the Power — to Stop Overbearing Blabbermouths. 
    I've seen this happen when a leader with good intentions realizes that it is past the appointed ending time, but can't quite bring him or herself to stop one or more blabbermouths from droning on and on. In some of the worst cases, the blabbermouths KNOW that they are holding everyone hostage, the leader tries to stop them, but they keep insisting that on talking and talking — in other words, they, rather than the leader, is suffering from an exaggerated sense of self-importance.

    3. The Leader has an Exaggerated Sense of Self-Importance.  Unfortunately, this happens all too often. Although the meeting or conference is about a routine or trivial matter, the leader believes that he or she is such an important person that nothing else in the other participants' lives — their next meeting, their individual work, their friends and families — could possibly be as important as ME.

    4. The Leader is Doing it as a Power Move.
      This is related to 3, but is a more vile form. It is when the leader keeps people late to show that he or she CAN –to demonstrate he or she has the power to screw-up your next meeting, undermine your other work, make you late to see your friends, lovers, and families, and generally run roughshod over you.  By the way, research on commitment suggests that if you continually allow your boss to run roughshod over you in this and other ways, and you believe you are doing it voluntarily, your commitment to the leader will increase: to reduce cognitive dissonance, you will need to explain two thoughts to yourself, "I am screwing-up the rest of my life as I wait for this meeting to end" and "I am doing this by choice."  A good way to reduce this dissonance is to convince yourself that the leader and the group are more important than everything else — even if they are not.

    If you are a leader, I would ask you to start thinking about if you have a habit of keeping people late. Why are you doing it?  Is it really worth screwing up people's lives, and in the case of people who have individual work to do, really worth stealing time from their individual projects to make one more point?

    If you are constantly subjected to such treatment, try walking-out. Even better, do a little "pre-work" with others who feel similarly oppressed and all work out together — that is a great way to show an overbearing boss that he or she can't push you around.  This may be impolite as well, but I think that leaders who continually disrespect people in this way deserve to get the message.

    I also think that there is something about the way our schools socialize us that brainwashes us to believe we have to stay in our seats and can't get-up until the teacher dismisses us — indeed, this is so ingrained in many of us that we don't even THINK about getting-up. There are many times in adult life when you can just walk out, and you and everyone else might be better for it.Views: Defending Collegiality – Inside Higher Ed

    P.S. As I wrote when discussing Microcosmographia Academia a few months back, if you really want to please people at a meeting –whether you are the leader or not — move for early dismissal! As F.M. Cornford put it so well "Motions for adjournment, made less than
    fifteen minutes before tea-time or at any subsequent moment, are always
    carried."

    Upadate: Thanks to Chris Young over at The Rainmaker group for picking this as one of his Fab 5 picks of the week.

  • Do You Think This Guy Read The Book?

    The No Asshole Rule has had many, many reviews by now, most positive, and a few negative.  And I have by this point seen all sorts of weird reactions, and have learned to laugh about them.  One just went up at Amazon this is especially weird — and funny — because it provides not even a hint that the reviewer read the book. I guess that having such a strong title provokes this kind of thing, but most people who write a negative review of a book usually actually say something about he content of the book!  I guess he didn't like the title. Here it is:

     
    2.0 out of 5 stars
    A**HO** survive due to bigger A*ES, May 5, 2009
    By  Kaleem "kevin9984" (Atlanta, GA USA) – See all my reviews

    My personal experience is when ever there is an ahole who seems to
    survive no matter what damage he does, it is because this ahole licks a
    bigger ahole, his boss. Then this ahole boss does same to his ahole
    boss. Even if one normal person exists in hierarchy – the ahole chain
    breaks and aholes are gone. I guess being an aggressive person I never
    had anyone intimidate or threaten me. But my rule of thumb is simple –
    If someone bothers me, I talk to them right away – privately, then
    immediately to the HR and immediately to their boss. This happens
    mainly though email for a record. Then when that horrible colleague
    comes backs at me, I humiliate it publicly. Even if the ahole boss
    wants to fire you, you have a record. Worse they will move you in a
    different team. We all only live once, it's something we owe to
    ourselves, then if someone acts like an ahole, put them in their place.
    Be bold and be confident.

  • Really, I Write It Myself

    I have had at least half-a-dozen interactions with people over the last couple weeks where they didn't quite seem to believe that I write all my blog posts, articles, and books myself.  I would repeat several times to them, "Really, I write it myself," and yet they still did not quite seem to believe me.

    For better or worse, unless I quote someone else, I write every word in this blog, my articles, and my books.  That is one of the reasons that you will sometimes see typos and misspellings here — I am prone to making them and bad at seeing them.  And when there is an editor involved — and good ones help a lot — I love when they help and I battle back like a pit bull when I think they are making it worse.  The key thing for me is the "voice," especially when I write an article or book. I not only edit myself for content and flow, I am always reading the words over and over again to make sure that it sounds like me, like the way I would say something — the words, the tone, and so on.  Some editors get annoyed at me when, after revising one of my sentences, I reject it because "I would never say something like that," but I think that is the most legitimate reason of all to reject a revision.

    Earlier in my career, when I first started writing for broader audiences rather than just for peer-reviewed academic journals, I was initially a bit shocked to discover that many of the management books and articles out there have ghostwriters whose names never appear, sometimes appear as a second author, or more often, as the mysterious "with."  The first time I learned this was when Jeff Pfeffer and I wrote The Smart Talk Trap (I linked to the HBR version, but here is a free video that explains the point) for the Harvard Business Review. Our editor was Suzy Wetlaufer (now Suzy Welch, yes, married to Jack), Suzy asked me: "are you the author or the writer?"  I had no idea what she meant, and she had to explain — as she giggled about my naivete — that many HBR articles and management books are written by people whose names never appear on the list of authors.  In fact, Suzy told me that she had ghostwritten management best-sellers herself, but wouldn't tell me which ones!  As with "The Smart Talk Trap,"  I still write my articles myself (or with co-authors, who do the writing too, notably Jeff Pfeffer).  Yes, sometimes my stuff is edited –sometimes heavily (My recent BusinessWeek essay was the most heavily edited piece I have written in years). Sometimes I love the editing, such as Suzy's suggestion of "The Smart Talk Trap" title. Or my editor Rick Wolff's work on The No Asshole Rule — Rick really gets the voice I try to sustain.  And my favorite editor over the years is Julia Kirby at the Harvard Business Review, who has done four or five articles of mine — ranging from the original essay that led to The No Asshole Rule (called "More Trouble Than They Are Worth") to an HBR article that I just finished called "How to Be a Good Boss in a Bad Economy," which will appear in a few weeks in the June, 2009 HBR.

    I am very picky about dealing with editors. Even the best editors. This partly comes from the years I served as a reviewer and editor of academic journals, where I drove researchers crazy by insisting that they write more clearly.  In retrospect, it was probably a bit obnoxious of me to suggest to several renowned academics that they need to read Strunk & White's Elements of Style, and to go through their manuscripts and complain every time they wrote in the passive voice.  But I apply the same obsessive standards to myself.  I drove Julia and another HBR editor a bit crazy over the wording of the final sentence of the boss article.  But it was also fun, in part, because they all had the same obsession with language that I do.

    I find that the editors who make things worse take away my voice and my style. Indeed,  I blogged (they called us "thought leaders") at Harvard Business Online for several months (see here, they are still up), but –even though it was a blog — I had an editor there who repeatedly dulled the emotion and sharpness of my arguments, cut what he saw as digressions, and told me again and again that my posts were "too long and too emotional" for a "corporate blogger" (He is no longer there).  Indeed, he edited me far more heavily — as I pointed out to him — than any editor I have ever had for my four books and about as heavily as HBR editors do for articles that appear in the magazine (but Suzy, Julia, and also Bronwyn Fryer understand my voice better, and arguably, have helped my strengthen — rather than destroy and obscure — my voice).  And as for length (as I told this editor many times) I sometimes write posts that are longer than other bloggers on purpose.  It is who I am — and I don't believe that any post over about 500 words is automatically too long. 

    So, to return to the main point, yes I appreciate and benefit from good editing (even heavy editing) and I battle like crazy against bad editing (and sometimes lose).  Certainly, there are drawbacks to my style, and I worry like crazy about ways to improve my style (especially in books and articles).  But whatever you read under my name, I've written and struggled over every sentence.

    P.S. My memory that Charles Barkley told the press he hadn't read his own book was partly wrong — it was worse than I recalled as he disagreed with what his ghostwriter wrote and used that as an explaination for why he was misquoted in his own book.  I dug up the story.  It turns out that, when reporters started asking him about some controversial quotes in his forthcoming book Outageous, he disagreed with some of the nasty things said about teammates, notably Manute Bol. The 1991 story also indicates that he tried to stop publication of the book, but after realizing it was too late because Simon & Schuster had already printed 60,000 copies, he told the press "There are going to be a couple of things (wrong). The majority of the book is correct, and I stick by it."  I wonder, if he hadn't read the book, how he knew the other stuff was right!

  • The First Crowdsourced Book? Help John Winsor Revise “Flipped”

    John Winsor is a deeply creative guy; he does wonderful work applying the lens of design thinking and raw creativity to advertising.  We are lucky enough to have him hanging around the d.school a bit lately, where he gave wonderful talk to the students in our Creating Infectious Action class, and yesterday, gave a great talk at our conference.  His blog Cultural Radar is fantastic, check it out. I was intrigued by everything he told us yesterday, but especially taken with how he is revising one his books, now called Flipped: How Bottom-Up Co-creation is Replacing Top-Down
    Innovation
    . Check out his post about it. Reflecting the spirit of the book, he has the entire old book on a wiki and is inviting people to help him revise and update it.  John told me yesterday that he has already had 75 people sign-up and help.  So if you want to help co-author a book, check it out!

     I wonder if this is the first crowdsourced book?

    Update: Stephanie points out that it is not the first crowdsourced book, apparently that title belongs to We Are Smarter Then Me.

  • Lessons from a Failed Start-Up

    Diego and I like to say that "failure sucks but instructs," but all to often, people don't acknowledge or try to learn from their own mistakes and setbacks, let alone share them with others.  As such, I was most impressed to see (thanks to Chris and Scott) Mark Goldenson's post-mortem about why his start-up, PlayCafe, didn't make it. Chris and Scott wrote me about it because Mark talks about the knowing-doing gap as one of the ten causes.  But the rest of the list is even more interesting. I especially liked this one:

    4. Set a dollar value on your time. I agree with Paul Graham that good entrepreneurs are relentlessly resourceful,
    but I have a bad habit of bargain-hunting for sport. I spent three
    hours negotiating our wireless bill down $100, which was a poor use of
    time given our funding. The mantra to pinch pennies ignores the value
    of time.

    Time is arguably more valuable than money because you can’t raise
    more time. Dev suggested pricing our hours. You can divide your
    available work hours by salary, remaining funding, or total company
    costs. Ours was around $50/hour. If I was going to spend 5 hours
    negotiating, I’d have to save at least $250. This value should increase
    as you gain funding and traction. For anything greater than $500 at any
    stage, I’d still strive for NPR: Never Pay Retail

    I think that Mark's post should be required reading for every entrepreneur, and I applaud him for his courage and honesty.  I also wish him luck on his new start-up; the post indicates that he starting a health care venture.

  • Swine Flu News at Alltop

    Given all the fear and misinformation flying around about Swine Flu, it is helpful to have one place to go if you want to get the best available facts.  Guy and the gang at Alltop have done a great job of creating one place you can go to get the latest from the Centers for Disease Control, World Health Organization, NPR, New York Times, and so on. As Guy wrote me, he hopes that this site isn't needed for much longer, but I found it very useful

  • Sleep Deprivation and Group Performance

    I just read a most instructive academic article called "Sleep Deprivation and Decision-Making Teams: Burning the Midnight Oil or Playing with Fire?"  It was written by Christopher Barnes and John Hollenbeck and published earlier this year in the Academy of Management Review (Volume 34: 56-66).

    The authors start with the astute observation that although a large body of research shows that individual sleep deprivation has consistently negative effects on performance and interpersonal relations, the impact on group performance has hardly been studied.  They point out that some of these negative individual effects — reduced ability to process information, reduced ability to learn and perform novel tasks, irritability, and impatience — can disrupt team performance in all sorts of ways. They point out, for example, that some of the worst accidents in history were caused by errors that teams made between 2:00 AM and 4:00 AM, a time when people are especially likely to be sleep deprived,  Examples include the mishaps at Chernobyl and Three-Mile Island. They also report that widespread sleep deprivation was identified as a contributing factor to the errors and poor judgments leading up to the explosion of the Challenger Space Shuttle.

    The article then goes on to describe various ways in which groups can magnify or dampen the effects of sleep deprived members.  I was especially interested in their argument that when a team has a very hierarchical structure (in other words, is led by a "my way. or the highway" boss), that when the boss is sleep deprived, the rest of the team will have a hard time overcoming his or her errors. Indeed, if you think about some of the effects they describe, if you already have an authoritarian boss, sleep deprivation will make things even worse because he or she will have a harder time processing opposing arguments and be more likely to snap at members who openly disagree.  Another factor they touched on, and I think is worth developing more, is that when people on a team are sleep deprived — regardless of their personalities — the resulting irritability and grumpiness is likely (regardless of personality) to cause the kind of nasty interpersonal conflict associated with poor performance and decision-making — as I have written here before, the best teams have people that fight as if they are right and listen as if they are wrong. Listening as if you are wrong is really tough when you haven't had a good night's sleep in weeks.

    Finally, this paper also helped me understand why people in Silicon Valley start-ups are often so grumpy and interpersonally insensitive.  If you wanted to create a recipe for breeding and spreading asshole poisoning, we may have invented the perfect system around here — take a bunch of people who encourage (and often require) one another to suffer from sleep deprivation for weeks and months on end, force them work very closely together, and then add a big dash performance pressure.  The research cited by Barnes and Hollenbeck, and other research on group effectiveness as well, suggests that this is nearly perfect way to create grumpiness, nastiness, and finger-pointing. It also suggests, most interestingly, that it is also an effective way to dampen creativity.  Plenty of creative work has been done by sleep-deprived teams around here.  But this all makes me wonder, has this happened DESPITE all that fatigue?  As the authors of this intriguing paper suggest, a lot more research is needed on sleep deprivation and team performance, but it is fascinating topic.