The eclipse this week had all us looking up…and out. Instead of staring at a screen, most of us spent at least part of the afternoon sky gazing as the moon passed between Earth and the sun, creating a view that won’t be seen for another twenty years. We forget that our blue planet, as huge as it may seem to us, is part of a much larger system. It’s a micro view versus a macro view.
Too often at work (and in life, if we’re honest), we get stuck in that micro view, particularly if we’re tackling a problem. We focus on all the little issues, small changes, immediate challenges. The things that are jumping up and down right in front of us. We look at everything through a microscope. And then we rush to make a quick adjustment or decision. Which often doesn’t work out all that well.
Maybe it’s time to get out the telescope and zoom out. Way out. Systems-thinking out. If there’s a problem, don’t think about the problem itself…think about the system surrounding it. If you have a production challenge, it’s easy to look immediately at your workers or equipment. Something must be fixed now. But what if you examine the entire system and realize that your process puts one step in the wrong place? As a result, workers are backtracking or duplicating actions. Simply trying to work faster isn’t the solution. Taking a macro view – zooming out – will show that the system needs rearranging. Change those steps and the process will move more smoothly, and faster.
I want to challenge you to take one challenge you have at work this week and apply a systems lens to it. Zoom out from the immediate squeaky wheel and see if there’s not a better solution to be found when you look at things from a distance. Think of it as eclipse-watching.
If you’ve known me for long, you know I LOVE Dolly Parton. Her music. Her rags-to-riches success. Her grit and determination. Her humor. Her business sense. Her ability to stay relevant without losing her soul. Her philanthropy. And besides all that, there’s…Dollywood!
Needless to say, I truly enjoyed reading “What Would Dolly Do? How to Be a Diamond in the Rhinestone World” by Lauren Marino. It contains insightful life lessons for us all and some particularly important thoughts on how to navigate the business world. Unfortunately, it does not include a recipe for the ooey, gooey cinnamon bread that’s such a must-have at Dollywood.
All kidding aside, Dolly is known far and wide for her incredible work ethic and her insatiable desire to learn and grow. Her professional portfolio (singer, songwriter, actress, producer, promoter, entrepreneur, businesswoman, philanthropist) is so unusually wide because she has never stopped learning and doing new things. She knows that work is really all about carrying through on small commitments day after day, after day. Showing up. Being prepared. Being open-minded and willing to learn.
No matter what our field of expertise is, I think we should all take to heart what Dolly has to say about learning. She knows it’s important to know what you don’t know and to either educate yourself or partner with people who fill in your knowledge gaps. “Learning is all about doing your homework and then taking a chance.The homework part is critical. That means reading (and understanding) feasibility studies, research, and hard planning to make sure your ideas make sense. Sometimes it means listening to other experts. It is this studying and thinking through ideas that make projects a true success.” And you thought she just knew how to write country songs.
Dolly has never stopped. She’s never stopped caring, learning, evolving, being creative, or doing the hard work. Have you stopped? Are you doing your homework? Are you carrying through on your commitments, no matter how small they appear? Are you reading, studying, and learning something new every day or week? Take a tune from Dolly and keep on keeping on. It’s a recipe for success.
Want to read more? Pick up a copy of “How to Be a Diamond in the Rhinestone World” By Lauren Marino
Jeff Bezos always uses a technique called BLOT (Bottom Line on Top) in his emails and presentations and teaches it to everyone at Amazon. Why? Because it works.
So, what is BLOT? Two simple steps.
1. Identify the single most critical thing your reader or viewer needs to know.
2. Put that into one or two short sentences at the very beginning and make it BOLD.
Most people bury the most important information at the end of an email or presentation behind a ton of less useful background stuff…where it promptly gets lost. Come on, be honest! Admit that you seldom read an email carefully all the way to the end. You take in the first couple of sentences and then skim. Presentations are usually even worse. First five slides are engaging. But by the end of a long one, you’re thinking about dinner and trying to remember what’s on your Netflix watch list.
So put the best stuff front and center. Right there where your audience can’t miss it. You can fill in all the details later. This is similar to the old journalism technique of putting the “5 W’s” (Who, What, When, Where, and Why) right there in the first paragraph. That technique, for example, ensured you knew that “Three armed men escaped with $75,000 from the Main Street branch of First National Bank on Tuesday.” Details to follow. You had what you needed for now.
Or think about your last airline ticket. It told you critical information…airline, flight number, departure time, destination and arrival time, terminal and gate number. Maybe your seat number. Enough info to get you to the airline check-in desk with a minimum of confusion. From then on, those big electronic boards post all the information that’s subject to change. You have what you need.
I challenge you to give BLOT a try for the next two weeks. See if you don’t get better responses to your emails and better engagement when you give a presentation. After all, it works for Amazon.
If the past three years have taught us anything, it’s to recognize our need to adapt to changes in the world around us and the incredible power of learning on our ability to accomplish this. I gained some great insights into this from a fascinating book detailing how US fighter pilots are trained (see below for all the book info). Commercial pilots use many of these same training skills. Since I fly a fair amount for business, it’s comforting to know that despite nearly 100,000 commercial flights taking off each day, US airlines haven’t had a single crash in more than a decade. How do they accomplish that? While pilots are certainly well-trained, a good pilot uses superior judgment to avoid situations that require the use of superior skill. Pilots think smart.
Thinking smart has a lot to do with learning. Learning is about being able to forecast the future. It’s about understanding the cause-and-effect relationship of the world around us, and using that knowledge to assess situations, choose an appropriate solution, and then execute a plan that gives us a high probability of accomplishing our objectives. Successful learning is about far more than knowing mere facts. It’s about the ability to think clearly, even when the situation changes. It’s about understanding concepts – a deep knowledge of how different systems interact and how that pertains to the decisions we need to make – more than information. While numbers and terminology are quick to change, concepts typically evolve slowly, often through trial-and-error. Facts are fixed. Concepts are flexible.
Dynamic and flexible thinkers build a robust mental framework by taking general concepts and reinforcing them with real-life learned lessons. For example, take the general principle that life works better if you have more money coming into your checking account each month than what is going out. You can flesh out that general principle with lots of information, like how to create a budget, ways to reduce your taxes, or how saving and investing can build wealth. Add more detailed information (data) to this framework as you go along, but only if it supports that basic framework. It may be interesting trivia to know that the currency of Argentina is the peso, but that doesn’t fit into your money in/money out framework, so you can forget it. (Unless you’re playing Jeopardy!)
One way of visualizing this principle is by picturing a tree. Trees have a large trunk that splits off into small and then smaller branches. These represent concepts. Big ideas. At the end of the branches are leaves. They represent information and data, and each one is tied to a branch/concept. Any leaf that isn’t securely anchored to a branch eventually is discarded. Dynamic leaders are very clear about what concepts are crucial to their organization. Is it building a reliable, cost-effective product? Offering exceptional customer service? Making a change in the health of community residents? These leaders then retain and use information that is essential to important concepts. They don’t clog their thinking with irrelevant data. They are flexible and adaptive.
As you move forward this year, I’d like to challenge you to think like a fighter pilot. Build a strong and flexible mental framework and then use it to adapt to whatever comes your way. Because I can guarantee that changes will arrive.
The Art of Clear Thinking A Stealth Fighter Pilot’s Timeless Rules for Making Tough Decisions Hasard Lee (US Air Force Combat Pilot and Instructor) St. Martin’s Publishing Group | Copyright 2023 by Justin Lee
Trust Comes in Like a Tortoise and Leaves Like a Horse.
Remember that catchy tune “You Can’t Hurry Love”? It was famously recorded by the Supremes in the Sixties and then redone by Phil Collins for a newer generation decades later. Well, I’d like to say that while you certainly can’t hurry love, it’s equally true that you can’t hurry TRUST. There’s an ancient proverb that says trust comes in like a tortoise but leaves like a horse. It’s why we talk about building trust. Trust is built slowly…one day, one decision, one goal at a time…with care and skill. Sadly, it can be quickly destroyed. Like a poorly constructed building, when it fails, trust often collapses spectacularly.
In his book, The Speed of Trust, entrepreneur Stephen Covey says there are two components to trust: character and competence. It’s often said that character is who you are when no one is looking. It’s doing the right thing even when the right thing is difficult, upsetting, or might even negatively impact you. Character is hard, and it takes work. It’s important to guard character because little cracks in it quickly become giant craters. It’s also true that people instinctively recognize and appreciate character…even if it’s not always rewarded. They will trust a man or woman of sound character until something proves otherwise. Watch out for the otherwise.
Competence is the second component of trust. It is measured by your consistency, your effectiveness in handling problems, and your personal and professional behavior. Can the people on your team count on you to understand processes, set reasonable goals, and be willing to listen attentively to input from others? Can they depend on you to handle the affairs of your organization carefully and honestly? Do they know you will only promise what you can deliver? Because one of the quickest ways to lose trust is to overpromise and underdeliver. Be certain that if you promise your team or organization something, you can bring that promise to fruition. Underpromise and overdeliver.
Today, we see trust destroyed on a daily basis. Once stellar organizations let quality-control slide in search of profits and lose the trust of their customers. Outstanding business and religious leaders start to believe they can justify inappropriate actions because of their success and lose the trust of those who support them. Just like that proverbial horse, trust is galloping away. It’s the season for all of us to take the time and steps necessary to build trust.
The Goldilocks Rule states that humans experience peak motivation when working on tasks that are right on the edge of their current abilities. Ones that are not too hard. Not too easy. But just right.
A task or goal that is too easy doesn’t provide any challenge and quickly becomes a chore. And we all know how easy it is to put off chores. (Reorganizing your closet, anyone??) If something is so hard that you can’t see any immediate improvement or progress at all, you’ll simply quit. Your brain knows you can find something easier to accomplish, and brains love the dopamine rush that comes with accomplishment. So how do you find that just right task? Many experts refer to these as stretch goals…something that’s a little beyond our current skills, but something we can envision accomplishing.
For example, several years ago, I decided to run a half-marathon. A bit over thirteen miles. I was a casual jogger at the time, and certainly not ready for that distance. That’s when I realized interim goals are crucial. I didn’t start out running 10 miles a day. I started by running around the block in my neighborhood. Then I ran two houses further. Then five houses further. Then another block. Then another mile. I could see progress, and that kept me motivated. Always remember to include some interim goals in your skill-building plans.
Mastery requires practice. There’s no way around this. Studies have shown that it takes 10,000 hours of practice to master something like playing the piano or ice skating or graphic design. You can have raw talent, but practice is what turns talent into skill. Practice trains your brain and muscles until they work together like a well-oiled machine. As the old saying goes, “practice makes perfect.” Practice lets you do something without having to think about every step in the process. There’s just one challenge…practice can be boring. And boredom is perhaps the greatest villain on the quest for self-improvement. Lack of practice is why many people with plenty of raw talent fail to achieve their goals or significant success. People who master anything have found a way to make practice rewarding, even if it might not be fun. They’ve found a way to beat practice boredom.
So how do we keep boredom at bay? We fall in love with it. We become endlessly fascinated by doing the same thing over and over. We deliberately look for those small improvements or changes that mean progress. Are those piano scales getting easier to play? Do your fingers move faster over the keys? Do you miss fewer notes? Do you notice your workout getting a little easier each day? Can you lift a bit more weight this week than you could before? Progress equals success.
Of course, it never hurts to vary your routine a bit. I don’t jog the same route every day. Sometimes I listen to music while running…other times I listen to a podcast. Or simply enjoy a lovely day and soak in my surroundings. Whenever you’re working on a task or skill that’s just a little bit challenging, remember to switch things up now and again to keep boredom at bay. You do you. But whatever you do, find a way to identify and focus on those tasks that are just hard enough. Like Goldilocks, you’ll find what’s just right.
With all the excitement lately around Artificial Intelligence (AI) and the use of Chat GPT, there is one area where I hope you do not use AI – and that is identifying what your community believes about an issue or problem they are trying to solve. Don’t take any shortcuts on this. Period. There is no way on earth that AI can understand and experience the connections between individuals and within a community. That is a uniquely human skill.
One thing that has become abundantly clear over the past few years is that we all need to be active in the community engagement business. We have lost communities of all sorts – neighbors, schools, faith groups, shared hobbies, sports and more. At the same time, we’ve developed the habit of talking at or over each other instead of engaging in true back-and-forth conversations. All this has led to a deep sense of isolation and loss of connectedness. It affects us personally and it affects our communities.
To achieve a population-level impact, we must recognize that the issues facing any community are inexorably intertwined. The more deeply we recognize and seek to experience the connections between each other and within a particular community, the more we will be able to uncover hidden resources and innovative ideas.
So many of you are involved in truly exciting projects and initiatives that are in the works or already underway. Please, please make the voice of the community front and center. That voice is too crucial to miss. How might you do this? Build relationships with key individuals impacted by the problem that you’re trying to solve. Listen – and listen again – to their perspective on the issue. Since they are wrestling with the challenge regularly, they have deep and wide knowledge about this. Community members, not AI, will have insight into what is working and what is not working and where changes need to be made.
Keep in mind that we often have a bias toward working with people we already know and feel comfortable around. But are those truly the people with the deepest, day-to-day, boots-on-the-ground knowledge of the challenge you’re tackling? Be willing to step out of your comfort zone and engage those with lived experience to get the kind of insights that will drive meaningful change. It may be difficult and perhaps a bit uncomfortable at first. That’s just fine. Building connections is not instantaneous but the effort is totally worth it. Take the time for listening sessions, focus groups, interviews, surveys and simply building meaningful relationships with individuals to work together to create innovative ideas around shared challenges. You’ll find it’s time well spent.
I know that you can type a question into the AI portal and an answer will be spit out in seconds. That’s fine if you’re looking for a newsletter idea or a good start for your book chapter or next magazine article. Community engagement, however, is much more complex. It’s going to take time, patience, and your undivided attention. Leave ChatGPT to the college kids and term papers.
This has been a challenging year for me, both personally and professionally. I had a lot of setbacks…and I mean A LOT. There are still a number of unknowns to be faced, but despite those, I am content. As I look back over the past year, I’m overwhelmed by gratitude and thank God for all of the challenges, lessons learned, and faith-filled moments that made up 2023.
I’m writing this right now in Richmond, Virginia, at the same hotel where I was staying exactly one year ago, doing another annual retreat with the same client. And even though I’m the same person – I am definitely not the same person. God has given me the combined gift of change, reflection, and transformation this year. I’d like to say I think it’s one of the best gifts any of us could ever receive.
Have you unwrapped growth? Reflection? Transformation? Unwrapping this involves thinking about what people, experiences, opportunities, or challenges shaped you this year. When was the last time you reflected on where you are now and where you used to be? It’s not about looking to see if your bank account grew (mine didn’t) or if you are skinnier (didn’t happen to me, either). Who had the most impact on you this year, and what was that like? What experience will you never forget? When are you showing more kindness or patience? Where have your thoughts shifted? How are your actions different? Even though we are aging with each passing year, God is “doing a NEW thing” in us (Isaiah 43:8).
I’m busy right now – like you – getting gifts under the Christmas tree for our family and friends, planning all those special meals, and prepping for a calendar filled with events. Even with all of the busyness, I want to encourage you to take time to reflect this holiday season. Unwrap that special gift of growth.
Yep…I said it. Quitting may be the most under-utilized resource in your organization. And I’m telling you to add it back in rotation. Dr. Julia Keller’s book entitled Quitting: A Life Strategy (2023) goes into great detail about how grit and perseverance has been put on a pedestal in our American culture and quitting is deemed as the “forbidden fruit.” Work hard. Don’t give up, no matter what. Quitters never win. Success comes to those who work hard. Think bigger, work harder. Go the extra mile. Do any of these sound all-too familiar? Are they parked on a poster on your wall?
I’m not saying we don’t need to work hard. The real question is…are we working hard at the right thing?
A friend of mine once told me one of the best pieces of advice she ever received was “Learn to say NO to the not-so-good things so you can say YES to the best things. And then don’t back away from your NO.” She said it taught her that her time and talents were valuable and deserved to be devoted to the best options available. Over several decades, it has saved her from lots of mistakes, regrets, and wasted efforts.
That’s why I think we need to reframe quitting. Quitting is learning to say “no” to something that isn’t working so we can say “yes” to a better option. Sometimes, we don’t want to quit because we think if we just work harder or longer, things will change or start working. But all too often, they simply don’t. We need something new. Let me put it this way. Let’s say you have a car with a beautiful paint job, a tank full of gas, four new tires and a V-8 engine…but the transmission is broken. You can sit in your driveway all day with the engine cranked and your foot on the gas, but you’re not going anywhere. And you might be able to install a new transmission, but if the car is 20 years old, is it worth the investment? Maybe it’s time to give up on that clunker and get another vehicle.
As Keller so eloquently states, “perseverance isn’t always the best strategy.” Quitting doesn’t mean that we are a complete moral failure – it may mean we are using our brain and moving in the right direction. We are letting go of whatever isn’t working so we have time to devote to something that will. But that can be hard to recognize and accept. Sometimes, if we are really honest, we hear our inner voice say we need to quit, but we ignore it. As a result, we can get overstressed, burned out, injured, or…insert your favorite bad outcome. If that describes you, take some time to consider if it’s time to quit.
Don’t worry…I’m not recommending you quit whatever and then just binge mindless TV and eat cheese curls all day. That’s a recipe for bigger pants, not success. I’m recommending you consider quitting X (job, project, idea) and then pursuing Y (your alternative job, project, idea). Often times, we need to “think beyond the quit”…and that, my friend, is strategy. Strategy involves hard work paired with the right goal, and that always leads to success.
Let’s make sure we’re all working hard at the right thing, and if not, let’s QUIT. Better options are out there.
We’ve recently overhauled the ISI Consulting website, and in the process, I’ve become very familiar with the term URL. It stands for Uniform Resource Locator and refers to a particular address – a website or even a particular page or form or photo – on that marvelous thing previously known as the World Wide Web. (As in www.sharpertogether.com, anyone?) Over the past three years, we’ve all spent more and more time in URL world , as we moved from in-person work to virtual meetings to a hybrid work environment. It’s been a monumental shift, and employers and employees, sociologists and psychologists alike have noticed some profound changes.
Our attention spans are shorter. Our people skills have faded. Work/life boundaries have blurred, sometimes leaving us with the sense that we’re always at work. New hires don’t know their colleagues and often struggle to grasp the organization’s culture. It’s harder to have those casual peer-to-peer chats in a virtual world. And finally, it can be difficult to mentor or be mentored by a colleague when you seldom see each other in person.
Now, I’m not dismissing the joys of URLs. After all, where else can you take a tour of one of the world’s greatest art collections, watch the goofy antics of baby owls, and buy a nifty new coffee maker, all from the comfort of your couch? Seriously, though, virtual work has had some profound benefits for all of us. We’ve saved time – and tempers – by avoiding a stressful commute every day. Parents appreciate the ability to take their kids to sports and school activities and still finish up work later. We can gather colleagues from across the country for a meeting without ever having to face the specter of airport lounges and cancelled flights. And let’s be honest…stretchy pants are really comfortable.
I do, however, think we ought to spend more time IRL. That’s In Real Life for those who don’t keep up with the latest acronyms. Real people in real rooms creating real accomplishments. We need strategic face-to-face meetings where we can tackle issues and hammer out solutions. We need those in-person team building exercises that strengthen bonds and create true culture. We need to ensure diverse perspectives are brought to the table and everyone’s voice is heard. We need the creativity and insight that come from real people working together.
None of us has time to waste on wasted meetings. At ISI Consulting, we want to help you make the most of your time, whether it’s IRL or virtual. We’d love to chat with you about your organization and how we can work together to accomplish your goals, so give us a call.
