‘Leadership’ Articles

Horrible Boss? KILL them with kindness…or more specifically, Positive Reinforcement!

horrible bossesWith all of the hype surrounding the new movie release “Horrible Bosses,” it forces those of us that have had a horrible boss in the past to relive our own experiences.

In an article I read this week on the topic, How to handle a bad boss (without killing them), a few anonymous people spoke up about their own dreadful experiences. I was surprised, although knowing what I know about positive reinforcement I’m not sure why, that in each example, they put up with the bad boss behavior rather than do something to combat it.  I realize it’s normal to have ‘fantasies’ of bad bosses getting their just desserts but why not do what you can to redirect bad boss behavior?

Unfortunately most executives, looking only at results, don’t see the organizational costs of bad boss behavior.  You certainly don’t get discretionary behavior but you almost always get reduced personal output that spreads to other employees not directly affected by the “bad boss”.  It is not infrequent that employees resort to some form of sabotage.

Just as your boss changes your behavior (attitude, motivation, etc.) you also change hers.  Although most people don’t realize the impact their behavior has on the boss, it can be significant and can turn a bad boss into a good one.   The problem is that most employees do not see it as their responsibility to train the boss.  However, if your life is made miserable by living with a boss 40 hours a week, it will benefit you to take on the task.

It bears repeating, as I say this quite often, that if you think that you get too little recognition or positive reinforcement for what you do at work; think of your boss because he/she gets less. Before you act (if even just in fantasy) on ousting your boss, try any or all of the following.  Knowing what I know about the science of behavior and positive reinforcement, your work environment, and your relationship with your boss, is bound to improve.

  1. Look for some improvement on the part of the boss. Don’t look for large changes, but for any small behavior that is an improvement over the usual.   Tell him or her that you appreciate how they handled something at work or a decision that they made. Find something to positively recognize your boss for not only today, but next week and even next month.  Positive reinforcement is the most effective way to change any one’s behavior, even the boss.
  2. Say ‘Thank You’ to your boss. Thanking your boss for something that he or she has done that is helpful to you in some way is always appreciated by the boss. Bosses usually only get the bad news about things people don’t like; it’s rare that they hear about things they do that people actually like.
  3. Tell your boss what’s going on. Keep the boss informed about things that ARE going well.  Bosses usually only get the bad news about things that aren’t going well. Give them a reason to celebrate what is working.
  4. Help your boss be successful. Respond positively to initiatives, priorities and decisions set forth by your boss (assuming, of course, that you think they are good). Any time you help your boss be successful, his or her behavior will likely improve.
  5. Help others on your team. Go out of your way to help others who are working to implement and address the boss’s initiatives and priorities. This causes most bosses these days to relax as they are able to see that the total burden of creating results does not fall on their shoulders.

A little positive reinforcement goes a long way to improving bad boss behavior. All people need positive reinforcement to do their best – bosses included. You have the ability to strengthen your boss’s good habits and improve other behaviors by how you respond to the boss’s behavior. Positive reinforcement will do the trick. Learn as much about it as you can.  Doing it at the wrong time, in the wrong way or the wrong place will make things worse, but if you do it right and do it often, you and your boss will be the better for it.

A Perspective on Culture and Brand Japan, post-tsunami

Guest post by Darnell Lattal, Ph.D.

tsunami1I came across an article from NPR (Of War and Kisses: How Adversity Shapes Culture) that provides great context for how cultures are shaped and nurtured.  Before I go further, I think it’s important to add ADI’s definition of culture as a back drop for what defines a culture: Patterns of behavior (what we say and do), encouraged or discouraged (purposefully or inadvertently) by people or systems over time.

The article suggests that a culture can be shaped by its experience with major events and how the people of that culture come together collectively to address challenges. There is no better example of this than Japan.

Through the years, we have had the good fortune to develop a strong relationship with our Japanese friends and alliance partners at WILL-PM.  I co-authored a book (written in Japanese) with Jun Ishida-san, CEO of WILL-PM, on workplace stress in Japan. Through this experience, I know that the cultural implications for behavior in Japan may not always be ideal and many cultural mandates or ‘rules of conduct’ can impede a feeling of wellbeing. But, what we have seen, post-tsunami, from the people of Japan paints a picture of a broad set of rules of culture unlike most.

The 10 items listed below came to me from a friend in Singapore who said she got it from someone in Malaysia, but beyond that, the original author is not known. This list states the value and, importantly, provides behaviorally anchored examples.

HATS OFF TO BRAND JAPAN: 10 things to learn about the Japanese culture.

  1. THE CALM: Not a single visual of chest-beating or wild grief. Sorrow itself has been elevated [although grief was present and pain was visible; there are many ways to express pain].
  2. THE DIGNITY: Disciplined queues for water and groceries. Not a rough word or a crude gesture.
  3. THE ABILITY: The incredible architects, for instance. Buildings swayed but didn’t fall.
  4. THE GRACE: People bought only what they needed for the present, so everybody could get something.
  5. THE ORDER: No looting in shops. No honking and no overtaking on the roads; just understanding.
  6. THE SACRIFICE: Fifty workers stayed back to pump sea water in the N-reactors. How will they ever be repaid?
  7. THE TENDERNESS: Restaurants cut prices. An unguarded ATM is left alone. The strong cared for the weak.
  8. THE TRAINING: The old and the children, everyone knew exactly what to do. And they did just that.
  9. THE MEDIA: They showed magnificent restraint in the bulletins. No silly reporters. Only calm reportage.
  10. THE CONSCIENCE: When the power went off in a store, people put things back on the shelves and left quietly!

There is much to admire about Brand Japan, and right now we, in America, are talking about lessons we might take as to how to embed certain culturally predictable values in how our people respond to crisis.  It is quite likely you would have seen many of these traits during our own various disasters, but you would also have seen looting and stealing for example and we often highlighted the exceptions.  The Japanese stood out because of the consistent response across a great many, with no fanfare or discussion of how noble people were. The newspapers were not seeking out the rare individual who demonstrated amazing grace. That grace was everywhere.  Lessons can and should also be taken here about how we are designing our workplaces as cultural incubation centers in America. Actionable Values—mission driven and anchored—to what we say and do is essential to creating that amazing brand we all want in our work life and in our culture.


Read more on this subject at www.pmezine.com where ADI business partner Jun Ishida was recently interviewed for an article called Changing the Way Japan Works.

For Women Only: When is talking about yourself helpful to your career?

evil queenWhile reading an article from the Huffington Post by Marcia Reynolds titled, When Women Talk about Themselves, They Earn More, it reminded me of something my actress daughter said jokingly that characterized many people she met in the acting business in Hollywood, “I’ve talked so much about me, why don’t we talk about me?”

I have two reactions to the Reynolds article.  First, I don’t believe that women who talk about themselves earn more than those who don’t.  She presents no data, only her impressions from interviews.  Second, I think it is bad advice for a man or woman.

Although she says that most women don’t like to self-promote and she states flatly that self-promotion is not bragging, I would suggest that there is a very fine line between self-promotion and bragging and that it is difficult for most people to differentiate between the two.  I don’t like people who brag and don’t think others do either.

To make my point the author says, “In my own career, I survived many layoffs and zigzagged up the corporate ladder through a number of high-tech companies, taking on greater and more interesting challenges each time I moved.  I learned early on that self-promotion is not bragging (the author’s opinion).  Flaunting (emphasis is mine) my unique core talents helped management determine how best to use me.”  I don’t like her already!  Do you?

Wouldn’t you hate to be stuck talking to this woman at a cocktail party or even during a break at a management meeting?  Listening to fingernails scrape a blackboard would be more tolerable.

Reynolds states that, “They (female executives) possess special and critical traits that qualified them for their roles.  Yet they become totally helpless when I ask them to tell me what makes them special.”  I would not know what to say if someone asked me what made me special because I don’t think of myself that way.   I don’t think many others do either.  I would think that anyone who would have a ready answer to the “special question” would not be as special as she thought she was.

The best advice I can give to women, or men, who want to advance and enjoy doing it is to focus on making other employees successful.  As Lao-tse wisely said many years ago, “When the best leader’s work is done the people say, ‘We did it ourselves.’”  By focusing on contributing to the success of others, you will gain their trust, respect and support all the way to the top.

Save talking about yourself to someone who cares. Maybe the person staring back at you in the mirror?

Are Googlers really that different from the rest of us?

GoogleplexwelcomesignThis is not the first blog I have written about mistakes I think Google is making in how they are managing the company.  It will probably not be the last.  This blog was prompted by an article a friend sent me from the New York Times by Adam Bryant, Google’s Quest to Build a Better Boss. 

It appears that Google has invested quite a sum to determine what kind of boss they need to manage their company in the future.  As Bryant says, “So as only a data-mining giant like Google can do, it began analyzing performance reviews, feedback surveys and nominations for top-manager awards,  they correlated phrases, words, praise and complaints.”  He also reported, “Once they had some working theories, they figured out a system for interviewing managers to gather more data, and to look for evidence that supported their notions (bold italics are mine).  This activity involved more than 10,000 interviews and over 100 variables.

With this kind of “research” it is no wonder that the results were “so forehead-slappingly obvious.”  They found—get this—that managers had a greater impact on employees’ performance and how they felt about their job than any other factor.  How many thousands of employee hours and company resources did it consume to come to this conclusion?

Google now trains managers based on the results of this study.  Quotes from a couple of managers who had been through the training speak to what they learned.  One said, “…two of the most important things I can do is just make sure I have some time for them and to be consistent.  And that’s more important than doing the rest of the stuff.”  Another said the training helped him understand the importance of giving clear and direct feedback. 

While I understand that someone who is inconsistent and does not give clear and direct feedback will be less effective than those who do, those things will not create a company that brings out the best in its employees.   Even spending time with employees does not guarantee an improvement in morale or performance.  It is possible that spending time with the boss can be a punishing experience.  Many managers who give clear and consistent feedback are also very punishing, and can therefore create employees who are only willing to give just enough do get by.

The most important thing Google can teach its managers is how to deliver contingent positive reinforcement.  They are not likely to do that since their culture is built on non-contingent reinforcement.  Indeed one of their 10 Golden Rules for managing knowledge workers is to cater to their every need. I think they have misinterpreted Peter Drucker who said to strip away everything that gets in their way.  I think Drucker meant that a company should eliminate all the unnecessary administrative goobledegoop.  What Google has interpreted it to mean is to provide things like first-class dining facilities, gyms, laundry rooms, massage rooms, haircuts, carwashes, dry cleaning, commuting buses—just about anything a hardworking engineer might want.   The problem is that they are also all the things a non-hardworking engineer might want.  The assumption is that having these things available for employees will cause them to spend more time in productive work.  I know of no research to support this notion.

It seems to me that Google has spent a lot of time and money to learn that employees at Google are just like employees everywhere else.  They all respond to the laws of human behavior.  Googlers are not so special that they follow their own set of behavioral laws.  By learning those laws, executives and other managers at Google can save a lot of time and money and develop truly effective managers who bring out the best in all employees.

Steve Jobs: Recent appearance raises the question of Legacy Planning

steve-jobsSure the Apple community was thrilled yesterday when the man who runs what is arguably the most highly valued tech company in the world, took to the stage to launch its latest product amidst stepping down just a little over a month ago due to health problems. 

Was Steve Jobs presence out of pure passion for what he started or to alleviate investor concerns that Apple can survive and thrive in his absence? How does a company stay on course when such iconic leaders step down?

Legacy planning has become a timely topic. With high-profile CEOs, we often think of them as icons and lose sight of them as human beings with identifiable qualities and a tangible vision that can be nurtured and sustained throughout the rest of the company. The best legacy plan is one that understands a leader’s greatness in terms of very specific attributes and behaviors and can promote them in others.

Consider this as you look at whether or not your organization has a legacy plan in place:

  • What do the signs tell you? Organizations with high turnover rates or ones that don’t clearly communicate their missions and values are at risk for employees not believing there is such a legacy plan. Employees that don’t see initiative and innovation in the company’s leaders are left to wonder what the future holds for the organization, and for them.
  • Is Creativity alive and well? It is untrue that some are born creative and others are not.  Creativity is a behavior, not a static quality. It can and should be cultivated and encouraged just like any other behavior.
  • Are you truly bringing out the best in your employees? It’s as simple as making sure positive reinforcement is the primary driver of the organizational culture. People can be reinforced in a way that allows them to become the best and brightest.  Create a culture where managers are rewarded for how well they develop – not just hire – smart, talented people.

Legacy planning can be one of the most important plans an organization has in place.  Whether you are at the top of the organization or not, there are ways to contribute to building your company’s legacy. It starts and ends with how we manage behavior.


Survey Says?

surveySurveys can uncover a lot, but it’s what you do with that information that counts. While organizations commonly use surveys to gather information and identify opportunities for improvement, very few organizations capitalize on the investment of their people’s time and trust. Let’s face it, everywhere you look someone is asking for input on your experience with someone or something. Whether it’s at the checkout line, from a service department, in your office or on the phone, people want to know what you think. But how often do you ever hear back on your feedback? Organizations that properly prepare and follow up with survey respondents will gain more in the long run.

The following tips will help you take care of those who are making the effort to provide you with open and honest survey feedback.

Tell them why: Properly prepare your survey respondents by telling them why you are looking for their feedback and what you plan to do with it. Ideally this explanation will specify a future benefit for them such as improved customer service, enhanced product features, or simpler online tools.

Ask fewer questions: Have you ever started an online survey that fools you into thinking that the survey is short but then ends up asking what seems like 20 sets of five questions? Surveys, like conversations, should end before someone starts to think, “I’ve had enough of this.” The fewer questions you ask, the more likely the survey respondents will be to complete future surveys, and the more you will carefully consider what you’re asking and why you’re asking it. This applies to comment questions too. By including fewer questions that ask for comments, you’ll get better quality written feedback and avoid respondents being burned out before they get to critical questions. (Of course, you’re only asking critical questions, right?)

Ask the right questions: Before you write a single question, clearly identify the objectives of your survey and the information that you’ll need to plan meaningful follow-up. Be certain to ask questions that provide you with objective data.  With objective data, you can pinpoint behaviors that you want more of (those that are contributing to better performance) and those you want less of (those that are keeping you from the results you want). If survey respondents are scratching their head when completing the survey, wondering why in the world you are asking some of your questions, they are likely to begin thinking that you are wasting their time. If your survey is well crafted, it will tell you what you think you need to know and what the respondents think you need to know—what is important to them. If the respondents never think, “I’m glad they asked that!” when completing your survey, you’ve probably missed the mark.

Keep it confidential:  Be sure to administer your survey in a way that provides strict anonymity for the respondents. If you are administering the survey internally, ensure those involved in the survey administration process understand the importance of keeping data confidential, including written feedback. Nothing will shut down responding to surveys faster than fear that responses and comments will be traced back to individuals.

Close the loop:  Thank respondents when they complete the survey. At the end of the survey period, announce the overall response rate and thank those who completed the survey.  As soon as possible afterwards, provide a high-level summary of the survey results and your plan to make improvements where necessary.

Act on the data: You’ve got the data, now do something with it! Identify what is working and what is not.  Prepare specific plans for improvement and define measures for success. Responding to surveys will extinguish if the respondents feel like no one ever acts on their feedback.

Communicate your progress: Let the survey respondents know what you are doing and how it is going.  By communicating along the way, you’ll help reinforce their speaking up and create an engaged workforce or customer base that feels like it is making a real difference.

Check your progress: Your survey results are only as good as your last survey.  Take time to respond to what you learn from your initial survey but be sure to follow up in 6 to 12 months and survey again.  The more you ask your employees for input, and then take action on what you learn, the more your employees will offer feedback for improvement.


If interested, I suggest you learn more about ADI surveys and take a free survey demo.

The Unseen Obstacle in Reducing Any Deficit, Government or Otherwise

pennyEverybody seems to have a plan for reducing the deficit.  President Obama created a National Commission of Fiscal Responsibility. There is the Bipartisan Policy Center’s Debt Reduction Task Force and the Peterson-Pew Commission of Budget Reform. All have put forth ways to reduce the deficit. Not one of the task forces and commissions think it will be easy to achieve all the changes they are recommending. The Co-chairs of the National Commission produced a list of 58 concrete proposals to eliminate over $200,000,000 of Federal spending from a budget that is in excess of $2,000,000,000. While this is a good start, it turns out to be less than 10% of the budget. For a clear visual understanding of the impact of just 10%, I encourage you to view this short video  on Wimp.com.

There is not a citizen outside Washington who believes there is only 10% unnecessary government spending.  In some circles this would be considered “chump change.” I must say that all the suggestions sound reasonable and there is considerable agreement on many of the ideas across committees.  Why then should it be difficult?  As we say in the South, many people “have a dog in that fight.” Incomes and jobs of thousands will be affected.  All those affected will be putting forth justification for exempting them from the cuts.  You can expect to hear, “I know we need to cut but cutting my job will not save money and my job provides a necessary function.” Turning this discussion to business for a minute, one of the biggest failures in corporate downsizing is that organizations rush to cut jobs and fail to cut work. This means that the remaining employees have more work, so everyone gets punished.  It is common in these downsizings that when the work unit falls behind, which it almost always does, or when customer service is reduced, which it usually is, old employees are hired back on a temporary basis or private contractors are hired to help catch up, yet they rarely do!  It is not all that unusual for people to have temporary jobs for years. 

Unless there are positive consequences built in, the savings from down-sizing will be short lived. It is often the case that in only a couple of years, the current organization looks strangely like the pre-down-sized one.

Art Buchwald, longtime columnist at The Washington Post, had what some would say was a radical idea about reducing the size of government.  He suggested that since the cost of keeping someone on the payroll is several times the salary when offices, equipment, maintenance, supervision and supplies are considered, why not pay anyone who can figure out how to eliminate his/her job their full pay for life. Although he suggested this tongue-in-cheek, I think there is a lot of merit in such a plan and it should be given serious consideration by those in charge of cutting spending. Let’s face it; our current problem is a spending problem as the government revenue in 2009 was in excess of $2,500,000,000. If there is not some incentive to government employees to save or cut, someone will always find a way to spend whatever is available.

Here are a few ideas that, if properly implemented, will motivate Federal employees to reduce spending without a disruptive effect on their families and essential government services:

  1. Provide incentives to employees to eliminate waste and fraud. Use a gain-sharing plan that rewards employees with a portion of the savings.
  2. Reward the people who leave – Be generous with financial and benefit packages. 
  3. Reward the people who remain – Set up performance bonuses for the employees who remain after the organization has been re-sized. Maintaining the savings after the rightsizing has been completed is a common struggle faced by organizations.
  4. Cut departments when appropriate – This might seem drastic but the National Commission has some departments on its hit list, and there are likely others the commission hasn’t yet considered. Even with a modified Buchwald Plan, people will be coming out of the woodwork with ideas and justification for elimination. Financial rewards don’t have to be for life but should be substantial because savings will be substantial.

When employees are properly motivated to reduce unnecessary work, I am convinced that permanent savings can be realized far in excess of the 10% proposed by the National Commission. When they are not properly motivated, government will continue to grow in spite of current efforts to shrink it.

A World without Whistleblowers

whistle-blowerWhistleblower.  The word often carries with it the stigma of a tattle-tale from childhood.  Few children liked those who tattled as they might eventually tell on them.  Although there is often a negative carry-over effect from childhood to the whistle-blower, the whistleblower’s tale is much more serious in that some wrongdoing has occurred or that dangerous or unhealthy conditions have been allowed to exist, despite efforts to correct them. 

The fact that there are whistlebolwers at all is a telltale sign that leadership is either corrupt or punishes those who call attention to operational irregularities and unsafe conditions. While many  whistle-blowing incidents go unreported, there can be significant consequences associated with whether or not someone blows the whistle – many of which affect the safety of workers and/or the American public.  Recent events include the Upper Big Branch mining accident in West Virginia, the BP Oil Spill, and, most recently, the GlaxoSmithKline product contamination settlement (which did in fact earn one whistleblower $750M). These events shouldn’t raise the question whether or not to blow the whistle on wrongdoing, they should force us to ask the real question, “Why don’t organizations create the kind of culture that doesn’t need whistleblowers?”

In our just released book, Safe by Accident? Take the Luck out of Safety – Leadership Practices that Build a Sustainable Safety Culture, Judy Agnew and I take a focused look at safety leadership and how to create an organization where all employees are empowered and positively reinforced for calling attention to variations in organizational practices and conditions that put employees and the organization at risk. Organizations that create workplaces where employees feel safe to report problems will find that they are safe by design – no whistleblowers necessary.


We highly recommend Safe by Accident?  for anyone in a leadership role with the ability to influence safety performance.

Relationships & Safety: Is there a link?

relationshipsDoes your relationship with your boss or your employees have any effect on how safe the environment is?  My colleague, Judy Agnew, writes in her latest article “Why Relationships Matter in Safety” (PM eZine 10-10) that relationships in safety do have a direct effect on the type of safety culture that exists.  Those that build effective relationships also earn discretionary effort from their employees and therefore improved performance.  Don’t be fooled, though, into thinking that effective relationships mean always being nice.  Accountability and constructive feedback are very important to the relationship and help to build a trusting and safe environment.  Here are a few of the best practices she discusses for building effective relationships around safety:

  • Set Clear expectations: make sure you are clear but also that the recipient understands the expectations.
  • Ask for feedback about your own leadership: invite discussion about what you do well and what you may be able to improve on.
  • Listen: be sure to ask clarifying questions and paraphrase to confirm that you hear what is being said to you
  • Admit when you are wrong: it will go a long way if you admit to your own mistakes and model how to learn from them.
  • Follow through on commitments: if you say you’re going to do something, do it!  It is essential in building trust.

For more on creating a safety culture, read Safe by Accident?…

Don’t Forget the Boss…Or should you?

Steve CarrellIt’s that time of year again, where someone out there, has declared October 16th as National Bosses Day.  Now I’m not saying Bosses shouldn’t be recognized for their efforts (assuming they deserve it), but before you do anything, I suggest you take a look at these articles for perspective on what you might and might not do in recognition of your boss.

Four Ways to Reward a Good Boss: From Examiner.com, this article offers tips to reinforce your boss, without brown nosing or coming off as insincere.

Praising the Boss on Bosses Day…Not so Fast: Not only will this article give you the background on the inception of ‘Bosses Day’ but it will also offers suggestions for doing it in a way that will likely create the positive reinforcement you intend.

Our Fascination with Sociopathic Bosses: Why not look to television, reality TV to be exact, to see firsthand what not to do in managing a group, team or company.  While these TV Bosses are entertaining, it’s not advised to view them as role models.