Category Archives: human resources

Giving Effective Feedback

Finding a mentor or a coach

One of the first questions I get asked by entrepreneurs, CEOs, and executives interested in mentoring and coaching is, “what’s the difference between them?”

Coaching is a process in which a coach asks a series of cascading questions (sometimes referred to as Socratic Method), to help the person being coached use their own experience, intuition, and intelligence (emotional and intellectual) to come up with the answers they are looking for. Coaching is not advice driven in that the coach asked questions but does not proffer feedback or attempt to move the person being coached in a particular direction.

Mentoring is similar in it’s approach to coaching in that strong mentors are also good coaches. What mentors bring to the table that coaches don’t is the ability to add in their personal sage experience in the areas the person being coached is struggling with. Mentoring is both question and advice/guidance based.

Now that we know the difference, here are the rest of the questions I get asked:

  • Do you (Mike) have a mentor or a coach: I have two Mentors who are also very strong coaches, Walt Sutton and Guff Muench. I am grateful for the time, energy, and wisdom they’ve shared with me. They are great men who I have a deep admiration for.
  • How did your meet your mentors? Walt and I were introduce by a mutual acquaintance. Guff and I were introduced through the Entrepreneurs’ Organization Mentorship Program (a program I founded in Vancouver with the help of the late Steve Cowan).
  • Where can I find a mentor ? I’ll get the self-serving part out of the way first – at ViRTUS we offer both Mentoring and Coaching. One of my mentors, Walt Sutton, has space to work with another entrepreneur or CEO right now as well. The other way is to consider successful people in your life who have accomplished something similar to what you’d like to accomplish (family friends, executives in your company, other entrepreneurs you know, members of associations you belong too, etc.). Approach them to see if they are interested in having lunch or coffee from time to time so you can learn from their experience.
  • If I want to hire someone to mentor or a coach me, what does it cost? The range for coaching and mentoring in Vancouver is between $1500 – $5000+ per month depending on the mentor/coaches experience and the time and energy they put into working with you.
  • How often would we meet? Weekly, bi-weekly, or monthly for anywhere from 1-4 hours is the time commitment you can expect for face-to-face or on the phone mentoring. As well you should expect to have unlimited access to your mentor or coach between sessions by email or phone in case something time sensitive comes up that you really need some support on.
  • What will we talk about? Mentoring and coaching conversations span the complete spectrum from business, career, personal, and family. The primary focus is on your success as a business leader and as a human being – however you want to define that for yourself.
  • Why would I get a mentor or a coach? Because the very top performers in their field, regardless of what field that is (business, sports, medicine, law, etc.) all have mentors and coaches who help them stay ahead of the pack and ensure they put their energy, attention, and focus on the behaviours and actions that will lead to the success they are looking for.

Guest post: Sarah McNeill on Corporate Culture

The quickest way to measure your corporate culture.

[read time: 2 mins]

One of the biggest challenges in corporate culture is finding ways to effectively measure and gauge the strength of your culture. Over the past decade companies have used various survey methodologies in an attempt to uncover the truth about their cultures with the most popular one being an Employee Engagement Survey. The problem is that these surveys are time consuming, difficulty to analyze without outside support, and require a fair investment to implement.

The answer for companies who aren’t ready to take the plunge into instituting a full-blown employee engagement survey actually comes from the world of customer experience. By combining two questions together you can create an easy to use survey that’s fast and efficient, and so simple to complete that your response level will also be considerably higher (important with any type of survey).

First, we need to talk about the The Net Promoter Score (NPS). NPS was designed to measure how likely clients are to recommend a product or service to a friend. Satmetrix Systems, the company behind NPS, researched companies that experienced above average profitable growth and their research showed that customers who answered one simple question with a 9 or 10, are promoters of your business, customers who answer 7-8 are passive, and anyone that ranks your company 6 or less is actually a detractor – they are highly likely to actively recommend that people not do business with you. The question, “How likely are you to recommend our product or service to a friend or colleague?”

Here’s how to modify the NPS for a simple corporate culture survey: take the Net Promoter Score question and alter it slightly to focus on your employees’ perception of your business instead of your customers:
1. On a scale of 1 to 10, how likely are you to recommend to friend or family member that they come work at our company?
2. If you gave a score of 8 or less, what would need to change in order for your answer to be a 9 or 10?

Using these two questions you can rapidly put a corporate culture survey in place. Although this will not give you the richness of a full Employee Engagement Survey, these two questions will provide you valuable insight into the core areas that you need to pay attention to now.

*If you’re interested in learning more about Net Promoter Score, Harvard Business Review has a fantastic article that summarizes the entire concept entitled, “The Only Number You Need to Grow” (www.hbr.org).

[original post at mcnakblog.com]

How can I make people care?

[read time: less than 1 minute]

I received an email today from a CEO the other day asking me, “Do you have any good references / literature on ‘how to make people care’? I’m having some employee challenges.”

I thought I would share my response with you:

“Three ways:

1) hire people who care (it’s an attitudinal thing, not a training thing)
2) show a direct connection between success for them and why they should care
3) lobotomy – expensive and illegal but can dramatically shift innate personality traits. For examples of when this doesn’t work I suggest renting Dr. Jekyll and Mr. Hyde (and yes, I know, that was a potion, not a lobotomy – you get the idea).

Motivation is not something people need to receive. It’s finding ways to remove the things that demotivate people that keeps them motivated (if you hire self-starters).”

Figuring out your core values

One of the challenges to goal planning is understanding how your goals will affect the quality of your life. Many people (including me in the past) set goals that led to outcomes they don’t want. By planning your goals around your core values you set yourself up to create the life you want while you achieve your goals.

The best online goal tracking website I know of is Lifetick.com. It’s focused on values before goals, and goals before actions. The challenge is that if you don’t know what your core values are you can get stuck at the first step.

Focusing on personal and business core values has always been a critical part of our ViRTUS Exchange experience. For our Exchange Members we created a competency that will allow them to figure out their personal core values. At a speech I gave the other day at UBC I promised I would share  the core values worksheet with step-by-step instructions. Here it is: Core Values Experience PDF Download.

Motivation

Thank you to Mirjana Galovic for this!

Change: the right way and the wrong way

Change Diagram

Click to enlarge

One of the mistakes I see consistently in organizations trying to create or manage change is thinking that through theoretical understanding somehow people will manage to change either a behaviour or a system. The challenge is that when we apply the Video Test to the outcome the test fails.

Change occurs in organizations when people are led through a process which helps them collect the data, push it through a process which involves them coming up with a solution to change behaviours and systems. Sound more engaging than listening to someones diatribe or theory?

The diagram on the above on the right blends a simplified methodology for how to create real change within an organization with an understanding of what the underlying learning stages that are occurring for individuals.

Boardroom Strategy: Strategic planning for business and life.

BIV Boardroom Strategy – Oct 6-12, 2009Mike

[Total read time: 4 mins]

In the last two decades, efforts to meet the challenge of reducing the complexity of strategic planning brought about two new approaches: The Balanced Scorecard by Kaplan and Norton in 1992 and Mastering the Rockefeller Habits by Verne Harnish in 2002.

Both approaches simplify complex plans into templates that are consistent in format but different in content depending on the organization and individual position. Both have been used successfully in thousands of organizations.

Encouraged by the success of the template models used in the Balanced Scorecard and the Rockefeller Habits models, we started to research the intersection between personal and professional goals and how self-interest and motivation could be aligned with the long-term vision of an organization. We took the findings of our research and created the ViRTUS One Page Focus Plan. Its distinction lies in the alignment of personal values and passions with business and career objectives.

If you’re having problems executing your strategic plan, a one-page plan might be just what you need. If you want to create your own focus plan, here are the areas it needs to cover.

Core values: What are your business core values – the values that are evident throughout your business in interactions internally and externally? What are your personal top five core values?

Objectives for the year: Get clear on your top five financial and three non-financial objectives for the year – decide on the objective, one action you can do this quarter to get you closer to reaching it, who will do it and by when.

Helps and hindrances: Think about the people, circumstances, habits and behaviours that provide you leverage toward your goals or get in the way of achieving them. What are you already doing, and what can you start or stop doing now to clear potential potholes and bring you closer to reaching your objectives?

Intention-action statements: Having the right intention but failing to take action is simply hoping something will happen without taking steps toward creating the outcome. The easiest way to shift this is to focus yourself on the habits and behaviours that link directly to the outcomes you’re looking for.

Relationships: Make the choice to improve your connections to the key people in your life who support you toward the success you are looking for as a leader, colleague, spouse, parent, relative and friend. Who are you going to connect with this quarter, what are you going to do and when?

Sharing resources: Researchers in the field of positive psychology have long known that helping others leads to increased happiness. Sharing resources is about finding ways to use the talents that we have to support others without the expectation of monetary gain. With whom will you share your resources? What will you do for them and when?

Gratitude and appreciations: Research into the science of happiness has shown us that expressing gratitude and appreciation contribute to measured higher levels of happiness. What are the things you appreciate and are grateful for in your life?

Return on heartbeats: Heartbeats are the ultimate non-renewal resource, so how we choose to spend them should be a conscious decision. Make the conscious decision to spend time doing things that bring you joy in life. Trips, time with friends, sports, hobbies – all things that make you feel happy, energized, alive and enthusiastic. What will you do?

Celebrations: Most organizations, teams and individuals are guilty of forgetting to celebrate the wins they achieve. Celebrating success is one of the easiest ways to maintain and boost motivation toward goals that seem out of reach. What will you do to celebrate your success?

Conventional wisdom says, “Keep what happens at the boardroom table at work, and keep what happens at the kitchen table at home.” But let’s face it, the lines have been blurred for years. Let’s accept the blending and choose to plan how being successful in our organizations and at home asimultaneously leads to a better outcome for you and your company. •

Mike Desjardins is the driver (CEO) at ViRTUS (www.virtusinc.com), an organizational development consulting firm with expertise in strategic planning and implementation, leadership development, change management and succession planning for medium to large organizations. Column was co-written by Tana Heminsley, a ViRTUS mentor and executive coach specializing in strategic planning, change management, leadership development and executive coaching.

(This article from Business in Vancouver October 6-12, 2009; issue 1041)

Candor

The most straightforward piece I’ve read on candor comes from Jack Welch’s book, Winning. In Chapter Two, he refers to candor as, “the biggest dirty little secret in business,” but more specifically as people not expressing themselves in a straightforward way and withholding their comments and criticism; usually in an effort to avoid conflict.

Welch summarizes the positive effects of candor on an organization as:

  1. Create better outcomes: get more people in the conversation which leads to more minds and more ideas.
  2. Speed things up using the process: surface, debate, improve, decide.
  3. Cut costs: replace boring meetings, pointless updates, and presentations with real conversations about the core issues.

Why aren’t we candid: we’re taught not to be at a young age. Sensitive or awkward issues are softened or avoided. Our parents scolded us for pointing out something that we thought was obvious but “wasn’t a nice thing to point out.” But the main reason we’re not candid is simple, it’s easier not to be.

So how do we reverse the trend and our learned childhood behaviours to create candor in our companies? Reward the behaviours you’d like to see more of and lead by example, no matter where you are in the hierarchy (although it is easier the higher up you are).

What steps do you take within your organization to promote and reward candor?