Culture Change is a Complex Process
Make sense of it with actionable advice from experts on the front lines.
Make sense of it with actionable advice from experts on the front lines.
According to the dictionary definition “leadership is the action of leading a group of people or an organization”. Perhaps we should look at leadership from a different perspective. Leadership is the cooperative action that is demonstrated through the talents and skills of people either in a family, community or by employees at all levels of a corporate organization.
Without the collective performance of an orchestra, a conductor has no music and an audience is cheated out of a symphony.
When people think of a leader, generally pictures of a single person appear. Some are feared while others are admired. Shifting perspective to view leadership from the group or the team—in which each person, member of a company works to achieve an overall goal through individual contributions using their talents, skills to innovate or serve others—creates incredible results every day. Both the leader and the team share a more expanded view of what leadership is and is more likely to consider the contributions of all members of the enterprise.
Customer experience is a memory. An impression that can stick in the mind for a minute or a lifetime. A positive experience can result in lasting loyalty, endorsement, and evangelism. A poor experience, on the other hand, can almost instantly mean the end of a brand relationship.
PwC reports that 79% of customers rate customer experience as the most important component of the purchasing decision after product quality and price. According to this research, 59% of consumers who love a brand are prepared to forsake it after having a series of poor experiences. The firm also claims that 17% will walk away after only one bad experience. Needless to say, this is concerning for any business.
In order to create amazing customer experiences, companies need to ensure that they have the appropriate bedrock in place to enable brand and culture to be successfully integrated. In this article, we will discuss the three primary foundations – purpose, promise, and values.
“Assume capability, not intent,” is part of a military maxim used in intelligence. While somewhat more arcane when employed in intelligence, its shortened form can serve as an effective and simple reminder of how to approach those with whom we interact in the business world.
Have you ever sat in a meeting and watched the people around the table and started writing your own narrative about them? Your thoughts range from:
“He doesn’t care,” you say about one person.
“She has an agenda she’s trying to push,” you smugly say to yourself about another.
And then there is the inevitable, “He’s lazy and doesn’t want to get the job done.”
What’s the common denominator of such narratives? They are all judgment based and blindly come to conclusions about the intent of each individual, based on nothing more than opinion and feelings. As such they do nothing to enhance our personal and professional relationships and thus materially contribute to distrust, making them detrimental to how a team operates.
New York, NY – gothamCulture Partner and Founder, Chris Cancialosi, will support at the 2019 Society for Industrial and Organizational Psychology (SIOP) Early Career Practitioner Consortium in Washington D.C. on April 3, 2019. SIOP’s Early Career Practitioner Consortium is a one-day career development experience for early career I-O professionals who work in non-academic settings. For more information about the conference click here.
SIOP is the premier membership organization for those practicing and teaching I-O psychology. While an independent organization with its own governance, SIOP also represents Division 14 of the American Psychological Association and is an organizational affiliate of the Association for Psychological Science.
Chris Cancialosi is a recognized expert in the fields of leadership and organizational development, with a focus on the role of leaders in shaping high-performing cultures. Chris has worked with senior leaders across industries and sectors to design and deploy organizational transformation processes aimed at creating and sustaining effective large-scale change. Chris is an experienced advisor and executive coach with a reputation for providing critical insights and engaging customized solutions; he effectively combines his operational field and entrepreneurial experience with his knowledge of organizational psychology to provide unique practical support to his clients as they navigate today’s business landscape.
In every organization, there will be people that you find to be “difficult”. The question is how to navigate these people in a productive way and that doesn’t cause excess stress for you or your team. What can you do? What you do say? What do you ignore? gothamCulture’s Chris Cancialosi discusses this topic with Wanda Wallace on VoiceAmerica Business Channel. Click here to listen!
Workplace Loneliness and the Importance of Community
A huge factor in the prevalence of loneliness at work is the lack of a nurtured and authentic community. As humans, we are organically communal. When the ability to form connections is absent it’s natural for us to feel isolated.
In the workplace, community and culture are influenced by company values. Often those values aren’t overly difficult to identify. The hard part is bringing them to life. Whereas values are defined, community is forever moving. It’s not a process. It’s an organic ecosystem that in many ways constantly evaluates the meaning of business values at a single point in time rather than adhering to them ongoing in an unwavering manner. In short, communal interactions are stress tests in cultural authenticity. They determine which values matter the most and challenge those that may not be overly robust or that employees can’t live by. A positive values-driven community breaks down silos. It laterally cuts across organizations taking politics and difficult divergent views out of the picture. It has the power to bond by removing obstacles through shared goals, interests and commitments. It galvanizes and helps individuals and the company as a whole to grow, and through all of this, it’s one of the most significant ways to prevent or reduce loneliness. Community through culture must, therefore, be fostered for the good of everyone.
7 Ways to Reduce Isolation In The Workplace
All is not lost. There are many approaches worth considering to manage the problem of loneliness in the workplace. Not every one is right for every company, but here are seven to consider.
According to Psychology Today 40% of people will experience the pain of loneliness during their lifetime. Despite its prevalence, the feeling of being alone or isolated is an often-misunderstood condition. Here are some facts.
You’ve mapped out your rebrand. The vision, purpose, values, personality and principles are in the bag. The logo and tagline are nailed. The style guide is finished. The creative department is excited and the media and communications teams are ready to roll. You’ve presented your PowerPoint to the company. They seemed to like it but few questions were asked. After all, to them, this is the domain of only the marketing department. Isn’t it?
Anyone who has ever attempted to lead change in an organization, regardless of its size and complexity, will attest that it’s not for the faint of heart. One simple attestation to this is the countless number of books and articles written on the topic.
While organizational change can be difficult, regardless of the circumstances, it can be particularly challenging to create change in organizations that have long-standing histories and deeply embedded cultural norms, beliefs, and assumptions. Organizations that are solidly grounded in legacy and that place significant value on an enviable history oftentimes have the most difficulty creating change. This is especially true when these organizations are attempting to create transformative change (completely disruptive) as opposed to evolutionary change (small slices of change over time).