Why Effective Communication Matters

Can we place too much emphasis on the need for open and effective communication? There are entire books, lectures, and even professional organizations dedicated to researching and improving overall communication in the workforce. What all this attention on communication says to us is 1) it is critical to individual and organizational performance and 2) we all still struggle with open and effective communication. It is critical in today’s work place to know and understand that the key predictor of organizational performance lies in individual leader behaviour. So too it follows that the effectiveness of a leader’s behaviour is demonstrated in how that leader chooses to communicate with peers, colleagues, and front line staff.

Sharing and coordinating critical information continues to be problematic and an area for improvement for many organizations and accredited institutions. The means, modes and style of communication vary, depending on the purpose, urgency, and goal of the information. What does not vary is the fact that all parties in a communication are both giver and recipient. As the giver, if you are not soliciting a response or feedback of some kind, there’s a high probability for ineffective communication. As the recipient, if you are not asked to confirm or submit questions, again, there’s a high probability for ineffective communication. And this scenario is most likely to occur in the case of electronic means of delivery – ‘email’! Ineffective communication results when the exchange between giver and recipient does not exist in a communication.

Communication starts and stops all effective collaborations. Some of the causes of ineffective communication are a mixture of both organizational and human factors. Time pressures, work stress, a multilayered corporate structure, language incompatibilities, and information overload are cited as some of the organization related causes. The human factors are mental, behavioural and emotional, such as the following:

1. Poor listening skills
2. Lack of focus or mental disorganization
3. Impatience and arrogance
4. The tendency to assume instead of double-check
5. Uncontrolled emotional attachment or response to the information
6. Disinterest in the information or task
7. Refusal to clarify or follow up
8. Fatigue or burnout

People who display these and similar interpersonal inadequacies put themselves, their communication partners, and those affected by the information in a dangerous position. They send and receive only partial and possibly incorrect information and consequently they create time consuming double work, confusion, frustration and conflict. In this case, communication will not improve if behaviours and mindset do not change.

One of the most important ways leaders can practice effective communication is to continuously express their intent or vision for the direction of their team, department or organization in a positive and energized manner. That being said, there are two essentials here: 1) having a clear intent or vision, the direction you are taking the team, department or organization and 2) the ability to communicate with clarity and daily consistency, that intent, vision, and direction to the folks at the front line of the team, department or organization.

A leader’s intent is critical to expressing the desire for the daily operations, and it is vital that all the team members clearly understand this intent as they begin to go about their daily business. A Leader’s Intent, clearly and effectively communicated in a positive and energized manner, allows all team members to understand not only what is expected of them in their individual performance but how their individual performance impacts the overall goals and daily mission of the entire organization.

Remember that communication starts and stops all collaborations. We cannot begin to collaborate without effective and functional conversations. Of greatest importance is for team members to be able to share vital information without fear of experiencing intimidation, retaliation, rude, demeaning, and condescending behaviour. They also need to be able to ask questions without being made to feel inferior and uneducated.

Communication remains a critical and vital element of effective organizational performance. Communication is vital to creating effective collaborations that will drive performance in the production, safety, quality, and financial indicators of the organization. You will never achieve effective collaborations without effective communication framed in a positive and energized manner. You will never achieve effective communication without honing the skill of Positive Presence™ — the ability to adjust and create a positive and energized mindset within our self through conscious thought processes.

The skill of Positive Presence is an innovative thought model connecting workplace behaviour to human energy and provides a systematic, programmatic methodology for equipping leaders with the knowledge and understanding necessary for developing and sustaining the behaviour skills indicative of an energized work force.

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The #1 KPI for Future Leaders

Successful leadership of the future will require a complete culture shift to a new leadership mindset of connectivity.

In the developed world, our organizations are now composed primarily of knowledge workers – people who have a lot of education and expertise in their individual fields, and who need each other’s mind and skill in order to achieve organizational goals. These people are too smart to accept top down dictatorship and to believe that a few at the top know what it will take for success. There has never been a time in history for employee engagement to reach exponential levels of motivation as there is today. With the right leadership, the knowledge work force will be able to reach successes never dreamed of.

So what will the ‘right’ leadership look like? Unfortunately, there is no ‘one size fits all’ answer, but on the other hand, the good news is that leadership qualities can be found in everyone, at every level of the organization. And a sure fired way to identify them is through behaviour.

For success in today’s face-paced ever-changing global environment leadership will be about managing the individual flow of energy and information in a quick and efficient manner. Information at the front lines will need to be relayed in real time to the top in order for barriers to be removed, opportunities to be grasped, and strategies to be adjusted to accommodate the environment in real time.

At the big-picture level, leaders and managers must learn to be effective conduits of information, both tangible and non-tangible alike. Successful organizations will be a continuous looping and re-looping of information, feedback and adjustment. Organizations will have to flatten right out so that information is being transmitted quickly and efficiently. Managers will be the eyes and ears between where the work is being done and where the strategy is evolving. Power lines for informed decision making will have to be free of bureaucratic static and barriers, and it will be up to managers to become experts at mitigating the bureaucracy that often weighs down efficiency.

For efficient information transfer and sharing there will need to be high levels of cooperation, coordination and collaboration among leaders of all ranks to ensure information is communicated clearly, succinctly, and consistently through all channels.

This level of communication will require a special connectivity among organizational leaders. It will require the type of connectivity that only comes with an understanding of human energy that leads to connectedness – how it works; how it evolves; and the behaviours needed to get there. For that we need to look to the neurosciences and the plethora of evidence that is coming forth using advanced neuro-imaging technology within the realm of cognitive behaviour (among others). And then we have to develop the necessary cognitive and behavioural skills in our leaders. These skills are paramount to leading with high levels of connectivity, and these skills must be continuously accounted for and supported through the overarching organizational culture.

These skills can be referred to as Positive Presence skills, but what they really are all about is an awareness of holding our human energy field in harmony with those around us. It is relatively easy to learn and just as easily measured through workplace behaviour. In his 2010 book “The Heart-Mind Matrix”, Joseph Chilton Pearce refers to studies showing that when our energy is positive we are experiencing positive thoughts and feelings such as kindness, happiness, optimism and love….and on the flip side when thoughts and/or feelings are negative (like, anger, frustration, jealousy, and cynicism) … our energy is also negative. Pearce also explains the linkage between positive energy (positive thoughts and feelings) and the increased ability to ‘connect’ and ‘mesh’ with others of like energy…. an increased ability to work together, if you will.

We now have the science to prove that the motivation and passion that we associate with employee engagement, and the focus and clarity that we associate with optimum productivity, and the emotional intelligence that we associate with influential leadership – they only occur within positive human energy. We also know that the tangible indicator of human energy is behaviour. That being said, the Number One KPI for future leaders will be individual leader behaviour, the kind of behaviour that displays only within positive human energy.

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Top Three Leadership Capacities for Exceptional Performance

It’s a simple question – what is the difference between leading and managing? While many of us can explain the difference between the two, the fact remains that many of us go about daily behaviour simply managing, without making the attempt to lead others. But, there are three leadership capacities the stand out above the others:
• self-examination
• sincerity, and
• response to extraordinary challenges

Self-Examination
Simply stated, self-examination is the fastest route to being self-aware. Yet, a great many leaders do not take a look inside, maybe because they’ve just never learned how to do it.

Leaders are not perfect beings. We all have a blind spot that inhibits us seeing clearly in every situation. This truth is reason enough to signal a need for self-examination. Add to this the variety of interpersonal conflicts or behavioural clashes that leaders face on a daily basis and we have all the ingredients for substandard performance. Behaviour is the tangible evidence of our personal mindset. Behaviour is a matter of choice. Self-examination is the key to making the right behaviour choice.

Sincerity
The second leadership capacity for exceptional performance is sincerity. Self-examination reveals many things, including our level of sincerity. Sincerity is synonymous with genuineness, honesty, and authenticity. Merriam-Webster’s Dictionary notes that sincere is from Middle French meaning “honest”, which in turn is derived from the Latin sincerus, meaning “whole, unsullied, pure, honest, and genuine.”

The key is to realize you cannot fake it to make it when it comes to behaviour. Sooner or later the real you will become evident. So challenge yourself with a reflective question: How whole, pure and honest and genuine are you as a leader, and how do you behave when your job becomes most difficult? Or you might ask the members of your team. There is no secret when it comes to your behaviour.

Extraordinary Challenges
The third leadership capacity for exceptional performance is our ability to take on extraordinary challenges. Entrepreneur Mary Kay Ash began her celebrated career selling books door to door during World War II. After the war, she went to work for Stanley Home Products where she was repeatedly passed over for promotions and pay raises that went to her male colleagues, even though she was one of the top sales directors in the company. When Mary “retired” in 1963, she used her previous employment experiences as an exercise in self-examination and sincerity became the blueprint for the success of her cosmetic company. In 1963, with the $5000 she had as her life savings and a little help from her son, she opened her first store in Dallas, Texas. Today, Mary Kay Inc. has made more than $1 billion.

Exceptional leadership is sometimes not so much talent, as it is the willingness to take on extraordinary challenges in order to create an environment of mutual, beneficial and meaningful purpose. Making such a choice requires a special kind of thinking and behaving – the kind of thought and behaviour that develops with the skill of Positive Presence™.

The skill of Positive Presence is an innovative thought model connecting workplace behaviour to human energy and provides a systematic, programmatic methodology for equipping leaders with the knowledge and understanding necessary to cultivate exceptional leadership performance.

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How Behaviour drives Employee Engagement

It is not uncommon in today’s business culture, to find organizations where someone is in charge of engagement as though you could assign it or delegate it. A culture of engagement is nothing more than the total sum of each individual employee. Employees, who are encouraged, encourage others more often. When it has a deliberate and recognized application at the top of corporate hierarchy, it is exponential as it flows to the front line. Therefore, if it doesn’t occur at the top, it limits what will occur in the rest of the organization. All leaders want an engaged workforce, and many leaders think they have one, when actually they don’t.

Today’s leaders must engage with their employees in all sorts of ways:
• Communicate effectively and regularly
• Share appropriate information
• Solicit feedback
• Reward and recognize good work
• Respond to personal and professional needs
• Provide timely and adequate resources and guidance
• Invite them into decision making, problem solving, and the brainstorming process
All of these tactics have a behavior component to them and require a behavior awareness of the individual leader for their employees.

What type of workforce do you want to create? Your behavior makes the difference. As leaders we make a purposeful decision to engage our employees. Although engagement is a personal matter, leaders must acquire and practice daily the mind set and behavior skills of Positive Presence to create a culture that promotes a sense of personal ownership, accountability, and responsibility among their team members.

All leaders we must realize that for people to truly follow your lead, they first must believe that you, as their leader, have their best interests at heart. This belief is grounded in a positive emotional connection between the leader and the followers. This connection is created in the daily experience of the leader’s behavior and mind set. This connection is sustained in the consistent daily experience of matching the leader’s words to the leader’s behavior. It is in this positive connection that engaged employees have a sense of ownership and personal connection to their work that results in higher levels of productivity and organizational performance.

So how do you know where your employees stand on engagement? Here are five sure-tell ways of knowing.
1. They willingly lend a hand to coworkers, even when they aren’t asked.
2. They aren’t clock watchers; they often show up early or even stay late.
3. They openly offer ideas and solutions for improvements.
4. They acknowledge the accomplishments of others and are pleased with their success.
5. They quickly volunteer to lead or assist in implementing initiatives outside their immediate work area.

While these five indicators are not all inclusive of engagement indicators, they do constitute a quick test for organizations to evaluate their efforts to create an engaged workforce. You cannot change what you do not measure and you cannot measure what you do not know. It is important that you evaluate your organization for engagement and create a systematic, programmatic methodology to develop it and sustain it.

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The Employee Engagement Roller Coaster

The climate that we work in today is getting increasingly more competitive and our organizations are more complex and ambiguous than ever before in history. Each day the markets in which we compete grow and change. In this increasingly competitive culture, it is imperative that we link proven strategies to robust execution so our teams will be more productive. The key to this link between strategy and execution is what we are calling “tactical capacity.” Tactical capacity is a set of specific leader behavior skills together with strong cognitive skills that connect on an emotional level with your team members to drive performance.

Organizational results show that employee engagement is a key contributor to improved operations, financial growth, and enhanced management-workforce relationships. Talk to leaders in any industry and they will tell you that trying to keep employees engaged is like a roller coaster ride with many ups and downs. The key to surviving this roller coaster ride is first, understanding that the ride is just getting started, and second, that effective leadership skills that influence behavior and positive emotion is what’s needed to drive the performance in today’s work environment.

Additionally, organizations that have a high level of employee engagement and positive emotion and energy are going to have workers that are more productive; they work harder; they’re happier and healthier; they stay longer; they come to work every day. Actual employee engagement as a whole is a program of getting your entire workforce enthusiastically energized about, and involved in, their work, the organization, and higher levels of performance.

While employee satisfaction is still a goal for many organizations, it is no longer sufficient to achieve and sustain high levels of performance in today’s economically strained environment. Just as technology has increased the borders of our markets, it has also increased competition for the best and brightest employees. Gone are the days when a paycheck, the employee of the month award, and the gold watch at retirement were sufficient motivators for people to perform at their best or to remain loyal and dedicated to the organization Employees today seek to work for a company and leaders with whom they feel proud to be associated and who treat them like active contributors. They want to work for leaders who appreciate the value they add and rely on their passions and talents to every extent possible.

In order to get the necessary energy created and diffusing throughout your organization, leaders need the skill of Positive Presence – a mental thought model that links human energy to behaviour competency. Positive Presence is a new and deliberate way of thinking and behaving that makes the connection between human energy and behaviour and is easily practiced and developed right on the job. For many, it is just a lot of common sense, but for others it is a slow and gentle process that requires the help of both team mates and leaders. The skill is grounded in the research coming from the Neurosciences – necessary to understand why today’s work environment affects so many of us the way it does.

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One Bad Apple

Many of us have heard the phrase “one bad apple can ruin the whole barrel”. This adage has been used for centuries to relate individual behaviour to the ability of a rotten piece of fruit to spoil the whole lot. Many of us have used this word picture to illustrate the need to beware of bringing toxic individuals into our teams and workplaces. This old adage is still true; in virtually every organization there is one individual universally regarded as detrimental to the mission, vision, values and strategies of the organization. This is a person who consistently comes to work with a negative mindset and toxic, disruptive, uncooperative behaviour. No organization needs a team member like this.

If employees exhibit toxic behaviour, the organization will also exhibit toxic behaviour. However the reverse of this principle is also true. Just as if we brought a bad apple into a good barrel, the same result would occur in bringing good apples into a bad barrel. The end result is still a toxic environment, exhibiting dysfunctional and disruptive behaviours. In either scenario, a disruptive work culture is not good for organizational leadership, their team members, nor the clients they serve.

As influential leaders we must have the ability to identify toxic members of our organizations. We must also be introspective enough to recognize if we, as leaders, are creating a toxic environment that is a hindrance to collaborative and cooperative team work. This is why the key indicator of organization effectiveness is individual leader behaviour. We must demonstrate the ability to recognize bad apples in our organizations and at the same time recognize if we, as leaders, are creating a bad barrel.

The key to preventing the bad apple, bad barrel scenario is to instill a culture of corporate harmony where our people are taught the skill of Positive Presence (the ability to adjust and create a positive and energized mindset within our self through conscious thought processes) and the associated behaviours. It is an intentional and purposeful undertaking that takes time and dedication to develop and involves many players….but the payoff is immeasurable.

Whether we have bad apples or bad barrels, we must recognize that negative work place behaviours never drive performance; it harms colleagues and clients, drags down morale and creates a toxic atmosphere. This type of environment will not bring people together to create anything of value. You need a culture of collaboration. Without it, negative competition and conflict reign, staff morale and motivation are low, performance becomes inconsistent and unreliable, and communication and cooperation are non-existent. Who wants to work in this kind environment?

For organizational success in today’s ultra-competitive global environment, we need leaders with the mental and behaviour skills of Positive Presence. If you are looking to create a workplace that promotes organizational mission, vision and purpose you need a systematic, programmatic methodology that will create a culture grounded with the skill of Positive Presence.

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Creating Integrated Teams

We have all heard throughout our lives the importance and value of teamwork. Even as children, on sports teams and in school, we have consistently been influenced by the concept of teamwork. So how do we take these long held beliefs that teamwork is more effective in driving performance and apply it to the workplace? Especially, when we are living in an era where ‘healthy’ competition (the antithesis of teamwork) is rewarded. Is it really possible to bring teamwork to such an environment? The answer is, yes!

So, what is an integrated team? An integrated team is a group of people with different areas of expertise and knowledge, functioning in harmony to contribute their respective technical and behavior skills toward the completion of a task or the accomplishment of a goal. The integrated team employs human performance technology (HPT), also known as human performance improvement (HPI) approach whereby the work is interconnected and the members are interdependent, so low performance in one segment of the system does not have disastrous effects on the performance of the entire system.

Anyone can put together a working group and call it a team, but it takes an influential leader with Positive Presence™ skills to be able to create and sustain a highly functional integrated team. While an integrated team is most optimal during an organizational crisis, it must be developed prior to the crisis. It is the crisis that is the test – and most often results in conflict brought on by behavioral dysfunction due to low trust, communication lapses, lack of accountability, and competing personal agendas. Creating and sustaining a strong integrated team requires the leader to be coach and manager, providing guidance and needed resources and then getting out of the way and staying out of the way. Influential leaders know that micromanagement won’t work.

As leaders, we need to focus on forming teams that can perform amid the complexity and chaos of today’s work environment –a team whose members have behavioral competencies, including interpersonal skills that enhance each other’s’ performance. It has been proven over and over again that technical expertise alone will not suffice to advance the goals of the team. Excellent outcomes are the product of good people working together in harmony; the good “best practices” process is a secondary factor in the success.

Creating and sustaining a highly functional integrated team necessitates developing strong cognitive skills and strong behavioral skills that create strong and lasting relationships. Remember that we rarely get the relationships we want, but we do get the relationships we work for. And working to create an effective team involves the following:
–‐ Asking more than telling
–‐ Expressing thanks and appreciation in both formal and informal ways
–‐ Including the group in brainstorming and problem solving process
–‐ Being approachable
–‐ Rewarding cooperative and interdependent behavior, not “rock star” performance
–‐ Hiring people who value and understand shared responsibility and accountability
–‐ Staying committed to collaboration, not competition and conflict.

The skill of Positive Presence is a ‘must have’ for today’s leaders, equipping them to create a culture of collaboration through improved communication, modeling and teaching a cooperative attitude, and celebrating differing behaviour styles. The skill of Positive Presence is an innovative thought model connecting workplace behaviour to human energy and provides a systematic, programmatic methodology for equipping leaders with the knowledge and understanding necessary for developing and sustaining high-performing integrated teams.

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An Energized Workplace: The 4 Steps Recapped

As we recap the 4 Step Process for an energized workforce outlined in my previous posts it becomes clear that leaders of the future will have to do far more ‘inside’ work than was required of their predecessors.

Step 1 identified the need for leaders to hone the skill of Positive Presence™ – the skill of adjusting and creating a positive and energized mindset within our self through conscious thought processes – in order to bring an awareness and insight into the needs and minds of the people they lead and the environment in which they work.

Step 2 identified the need to provide an work environment that actively supports the physical, emotional and interpersonal wellbeing of employees by whatever means possible. It doesn’t have to be fancy gyms and game rooms, but it must help create an environment of overall wellbeing and ultimately positive human energy.

Step 3 is an acknowledgement that leaders of the future will be called upon to not only become proficient in the skill of Positive Presence but to implement and support a systematic program that will develop all employees in the skill of Positive Presence that results in a collective environment of Positive Intelligence throughout the organization.

And finally, Step 4 calls on leadership to develop a quality management process around behaviour skill – the tangible evidence of one’s proficiency in the skill of Positive Presence – in order to begin the journey to a new level of employee engagement.

The major challenge for future leaders will be to develop a workforce that is motivated and energized – a workforce that is not only sustainable – but a workforce that can learn in a dynamic culture of collaboration and accountability and is organic in nature for generations to come.

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An Energized Workplace: Step 4

When we accept that in today’s economy, all organizations are quickly becoming knowledge-based organizations (if they’re not already) made up predominantly of educated employees who are often professionals in their own right; And when we accept that the nature itself of knowledge work is inherently complex, ambiguous, fast-paced, in constant flux, and demands a continuous high level of excellence; Then we must acknowledge that workplace ‘stress’ is here to stay and our job now is to learn how to best manage, lead and work amid the chaos.

The results of over a decade of neuroscience research and advanced neuro-imaging technology has proven that the chaotic work environment that we find ourselves in triggers biological reactions that we must become aware of on an individual level, otherwise we will suffer the adverse effects that lead to poor health, poor performance and unhealthy relationships. The findings also indicate that the only tangible evidence of our ability to cope with this chaotic-type of work environment is behaviour, and thus behaviour skill (which has always been the soft side of performance) now takes on a whole new importance.

As behavioural skill becomes more and more important in the performance equation (Performance = Technical Skill x Behavioural Skill), it becomes more and more important that we identify what effective behaviour is and hold each other accountable for it. As with any performance management plan, continuous improvement is essential, and therefore a new focus is appearing on behaviour skill as a performance object in the organizational quality improvement plan.

The skill of Positive Presence™ is an innovative thought model connecting workplace behaviour to human energy and provides a systematic, programmatic methodology for equipping leaders with the knowledge and understanding necessary for developing and sustaining the behaviour skills indicative of an energized work force – one that underpins a culture of collaboration and accountability.

The verdict is in, and the evidence is inarguable – organizational leaders must become proficient in first, self-management of their own behaviour skill, and second, the ability to develop and adjust to the behaviour skill of the people they lead. Finally, behaviour skill must become part of the overall organizational quality management plan.

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An Energized Workplace: Step 3

One of the most detrimental beliefs in today’s business world is that a stress-free work environment will result in happy workers. But is that true? In fact, is that even realistic?

The global workforce has changed employment patterns in all developed countries forever. Workforces of knowledge workers are becoming more and more the norm, requiring employees to have a clear and focused mind to perform their daily duties. In addition, the demands to perform at a continuously high level of excellence amid the pressures of increased complexity, ambiguity, change, and rate of speed, seems to be the new norm for knowledge-based organizations world-wide. That being said, the odds that the majority of work environments will become less stressful in the near future, is highly unlikely.

The good news is however, studies and research coming from the neurosciences is proving that happy people have something in common. Happy people have the ability for positive thinking – and positive thinking, sometimes referred to as Positive Intelligence, can be thought of as a skill, that like any other skill, it must be learned and practiced.

This skill can be more clearly described as the skill of Positive Presence™ — the skill of adjusting and creating a positive and energized mindset within our self through conscious thought processes. As this skill is developed, so too is our capacity for achieving peak performance, for building and maintaining good relationships, and for experiencing good health.

For Success, along with positive thinking you need positive action … So the next big step in creating a successfully energized workplace is to implement a program grounded in collaboration and accountabilitty – a systematic program that initiates conversation around leadership, cognitive strengthening, and behaviour skills. The program also requires educating leaders about the research coming from the field of the neurosciences and cognitive behaviour. And finally the program must be supported through the organization’s Quality Management Plan.

Acquiring the skill of Positive Presence is a slow and gentle process that begins with awareness. Remember, the more time we spend in the positive, the greater our capacity for achieving peak performance, for building and maintaining good relationships, and for experiencing good health.

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