Why Engagement Isn’t Enough: How Managers Drive Results

As leaders, we often miss critical indicators that can improve the likelihood of organizational and personal success. Consider the ubiquitous employee satisfaction survey, which is usually administered once a year and, as long as the scores are respectable, crossed off the corporate must-do list. Typically, these surveys measure employee engagement levels. But as Adrian Gostick and Chester Elton explain in the excerpt below, that’s not enough. They rightly contend that employee energy and enablement are as essential to high levels of performance as engagement.

As I think back on projects that I have been associated with, it is clear that every success and failure was due not only to the level of engagement among team members but also to their energy level and the degree to which they felt enabled (or empowered) to achieve their goals. At a time when leaders everywhere are spending an inordinate amount of time identifying “A” players and getting them on the bus, it is also clear that the three Es — engagement, energy, and enablement — are the key to realizing the full potential of employees.

— Ann Rhoades

 

An excerpt from Chapter 3 of All In: How the Best Managers Create a Culture of Belief and Drive Big Results

 

On a thundery morning in Fort Lauderdale, only a few miles from where U2 played a few nights before, a crowded indoor atrium begins to take on the feel of a rock concert. Businesspeople are hanging over six floors of balconies looking down at a collection of dancers on the main floor. Then, at the urging of the lead performer, just about everyone in the building suddenly starts moving to the pulsing strains of a recording by Lady Gaga, throwing their fists in the air and shouting, “Just dance!”

When the music ends the crowd roars. The lead dancer, a middle-aged woman in a business suit, waves up at the gathering. Hundreds of people are laughing and cheering another performance by Doria Camaraza and her leadership team.

Doria who?

This mild-mannered, bespectacled woman is the senior vice president and general manager of this American Express World Service Center, located in two nondescript buildings in an industrial park in southern Florida. This is a 3,000-person call center, and the work is not easy. Customers call when they need help with a lost card or want to make an address change. Others want to dispute charges or can’t find their bill. And some are upset; perhaps they don’t qualify for a credit increase. Yet despite the often demanding atmosphere, Camaraza and her fellow senior managers have found a way to get just about all of these people to believe in what they are trying to accomplish. In fact, we might argue that she and her team are the best bunch of leaders of believers you’ve never heard of — bad dancing and all.

Here’s some proof: Around the United States, employee turnover in call centers averages about 50 percent annually. That means if you answer phones for a living, about half your coworkers will leave before another year passes. Not here. Turnover is Fort Lauderdale is in the single digits annually. Let us pause for a moment to let that sink in: Turnover is less than one-fifth the national average.

But there’s more: Productivity measures are tops in the call center industry.

Six years ago, when Camaraza took over, the call center was good. Today it’s great — helping American Express earn an unprecedented five consecutive years of J.D. Power & Associates awards for highest customer satisfaction among credit card companies. Very impressive.

But boogying in front of your employees? This is, after all, American Express — one of the world’s most prestigious business brands, and you might argue one of the most serious. Not here, says Camaraza. She calls this American Express facility a “community of caring,” and the leadership team dances every month in the atrium to get attention before the real business of this meeting, called “Tribute” — spotlighting employees who’ve gone above and beyond and those who are celebrating long-tenure service awards. As soon as the music ends, Camaraza retires to what she calls her “Oprah chairs,” two beige loungers, where she interviews a series of employees who are being spotlighted publicly for living the American Express values. via strategy-business.com

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Do The Ends Really Justify The Means? Actually, Sometimes They Do.

Before dismissing this article by Tom McNichol hear him out. He makes a valid point. So, here is one for you. In rebuilding your organization for the new normal, do the ends justify the means? But...when considering Mr. Jobs accomplishments, perhaps they do. For business is in a battle of hypercompetition. Most businesses even in this downturn continue to belie an unimaginative and myopic agenda. No one can ever accuse Mr. Jobs of that. Jim

Apple's founder and CEO could be a cruel and nasty guy. He was also the greatest chief executive of our time. Don't go thinking those two things are related.

AP Photo/Jeff Chiu

Steve Jobs was a visionary, a brilliant innovator who reshaped entire industries by the force of his will, a genius at giving consumers not only what they wanted, but what they didn't yet know they wanted.

He was also a world-class asshole.

Walter Isaacson's best-selling biography of Jobs offers a revealing look at what the author has called "good Steve" and "bad Steve." Good Steve was brilliant, charismatic, a champion for excellence, an alchemist who turned a moribund computer company into gold. Bad Steve was petulant, rude, spiteful, and controlling, a man who thought nothing of publicly humiliating employees, hogging the credit for work he hadn't done, throwing tantrums when he didn't get his way, or parking his Mercedes in handicapped spots. For several years, he even denied the paternity of his daughter so that the child and her mother had to live on welfare.

The ease with which people can possess astonishingly contradictory qualities is one of the mysteries of human nature; indeed, it's one of the things that separates humans from, say, an Apple computer. Every one of the components that makes up an iPad is essential to the work it produces. Remove one part and the machine no longer performs its job, and not even the Genius Bar can fix it. But humans are full of qualities that are in no way integral to their functioning in the world. Some aspects of personality have little or no bearing on whether a person performs well, and not a few people succeed in spite of their darker qualities. You can be a genius and an asshole, but the two aren't necessarily causally linked. In fact, there's a strong body of evidence to suggest that there are plenty of assholes who aren't geniuses at anything other than ... being assholes.

The next batch of business books: The 7 Habits of Highly Effective Assholes, The One-Minute Asshole, and Who's The Asshole Who Moved My Cheese?

But such subtleties may be lost on CEOs, middle managers and wannabe masters of the universe who are currently devouring the Steve Jobs biography and thinking to themselves: "See! Steve Jobs was an asshole and he was one of the most successful businessmen on the planet. Maybe if I become an even bigger asshole I'll be successful like Steve."

This sort of flawed thinking -- call it asshole logic -- isn't something that's necessarily endorsed by Jobs's biographer.

"(Jobs) was not the world's greatest manager," Walter Isaacson said in a recent interview with 60 Minutes. "In fact, he could have been one of the world's worst managers."

But asshole logic, not surprisingly, tends to ignore facts that don't sanction one's own assholery. This distorted reasoning was already prevalent before Steve Jobs's death, and is only likely to spread as Isaacson's biography closes in on becoming the best-selling book of 2011. Five years ago, when Stanford professor of management science and engineering Robert Sutton was researching his book, The No Asshole Rule: Building a Civilized Workplace and Surviving One That Isn't, he ran across a disconcerting number of Silicon Valley leaders who believed that Steve Jobs was living proof that being an asshole boss was integral to building a great company.

Sutton's counter-thesis was that assholes--which he defined as those who deliberately make co-workers feel bad about themselves and who focus their hostility on the less powerful--poison the workplace and induce qualified employees to quit and are therefore bad for business, regardless of the asshole's individual talent or effectiveness.

When Sutton published an article in the Harvard Business Review advancing his theory, he was amazed at the reaction. He had published other articles in the Review, many of them longer and better researched, but nothing provoked the response that his asshole article did. Sutton received well over 1,000 emails, and gathered countless horror stories, including one about a worker undergoing chemotherapy whose boss told him he was "a wimp and a pussy."

What an asshole!

Sutton decided to expand the article into a book, and wound up interviewing dozens of Silicon Valley leaders and insiders. When Sutton would advance the notion that assholes are bad for business, one person after another had the same reaction: "What about Steve Jobs?"

"Even people who worked with Jobs told me that they'd seen him make people cry many times, but that 80 percent of the time he was right, " says Sutton. "It is troubling that there's this notion in our culture that if you're a winner, it's okay to be an asshole."

So many people advanced Steve Jobs as evidence that asshole CEOs build better companies that Sutton somewhat reluctantly included a chapter in his book on "The Virtues of Assholes," with Steve Jobs as Exhibit A. There is some evidence that "status displays" by aggressive bosses can motivate workers and give slackers a kick in the pants. And effective jerk bosses usually aren't assholes all the time, they're able to turn on the charm when the situation demands it, something Steve Jobs, by most accounts, was very good at doing. And it helps for companies to have skilled subordinate executives that are good at cleaning up after the Asshole-in-Chief, much like the sad-faced men carrying shovels who walk behind circus elephants.

But Sutton's book makes clear that for the most part, assholes are bad for the bottom line, to say nothing of the human toll they exact. There are plenty of very successful companies that aren't led by assholes - Google, Virgin Atlantic, Procter & Gamble and Southwest Airlines among them. Likewise, there are legions of assholes who lead companies that aren't successful, in part due to their own bad behavior.

With the death and canonization of Steve Jobs and the emergence of the Jobs biography as a kind of sacred text for managers, the ranks of bosses who see Bad Steve's nastier traits as something to imitate is liable to swell. It's unlikely the book will make despots out of thoughtful, fair-minded middle managers. It's far more probable that it will turn bosses who are already assholes into even bigger assholes, raising the temperature of the worst actors so that they become that most combustible of workplace figures, the flaming asshole.

Already, the web is full of articles that hold up Steve Jobs as the model of how to lead and succeed in life, with titles such as "Ten Leadership Lessons from the Steve Jobs School of Management" and "21 Life Lessons from Steve Jobs." Most of these works prefer to focus on Good Steve, but it may not be long until business book authors hone in on the timeless lessons to be drawn from Bad Steve's asshole ways. The titles write themselves: The 7 Habits of Highly Effective Assholes. The One-Minute Asshole. Who's The Asshole Who Moved My Cheese?

The fact is, Steve Jobs didn't succeed because he was an asshole. He succeeded because he was Steve Jobs. He had an uncanny sixth sense about what consumers wanted, an unmatched ability to adapt existing technology and turn it into something new, and a commitment to quality that turned ordinary Apple customers into fans for life. Being an asshole was part of the Steve package, but it wasn't essential to his success. But that's not a message most of the assholes in the corner offices want to hear.via theatlantic.com

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How to Use Innovation Design to Drive Growth

Designers must deliver the orchestration of the total experience with a brand, product, or service or face irrelevancy

In a previous era, all the talk was of strategy, strategy, strategy. More recently, it's been innovation, innovation, innovation. As design thinking seems poised to sweep away some of today's celebrated innovation practices, we must be wondering what new provocation is on the horizon. Relax, I'm not planning to conjure one up.

For those of us on the design consulting side of the business, it has not exactly been a smooth ride lately. But then again, I can't say that I ever remember it being all that smooth, even when the demand for all forms of basic design and new production capability was sky-high.
Having lived one career on the corporate design side of the consumer-products industry and now a good part of another on the consulting side, I've seen the ascendancy of design as a profession and the movement of design toward business competency. At the outset, designers were about style and the creation of bright shiny objects, and we dutifully manned our post at the last decoration station on the way to the marketplace.

Today, there are arguably two design strategies in the marketplace. You either succeed as the low-cost producer, or you successfully differentiate your offering by design in a relevant, meaningful way that is valued by shoppers, consumers, and sellers. As such, the theoretical role of design in business is relatively uncomplicated and straightforward.

Design in Business

The complications come with these two questions: Where does the core idea around a differentiated, relevant, valued offering come from? And what is its relationship to this thing we used to call design? You know—the bright shiny objects.

In our practice, we refer to the former as innovation strategy, and to the latter as design strategy. Somewhere in between resides the opportunity for brand strategy, and we hope to create a system in which there is a seamless flow from ideas to brand meaning and, finally, to how that brand or product or service is expressed and communicated.

Putting all three aspects of this brand-building practice together provides validity in thinking about design as one of the primary idea generators for the creation of viable business platforms. Assuming that the manifestation of a business offering is realized in the context of a brand, that brand requires meaning, a defined expression, and then, given some success, a plan for continued opportunity development that sustains and grows the business.

How to Innovate

True innovation requires the adoption of a belief system that sometimes must prevail in the face of other data metrics. Read up on the great inventions and business wins and you will note that at the core of most of them lie belief, dedication, and the passion to succeed. Today's business leaders are often too afraid to move ideas forward without ironclad data proofs that they will be successful. All too often, they are the losers. Use your head, listen to your heart, and feel what's in your gut.

As long as the human spirit and the marketplace lives on, I'm sure we will be inventing and innovating. Innovation is the commercial side of discovery and invention. Change is a huge driver of both discovery and invention. The world changes around us and we discover new things and we observe change and invent new things to deal with change.

If designers are content to function as purveyors of bright shiny objects, they will likely fade into obscurity. On the other hand, if they step forward and deliver the orchestration of the total experience with a brand, product, or service in the context of our changing environment, their future, too, looks bright. via businessweek.com

Jim Woods is president and founder of InnoThink Group. A global management consulting firms specialized solely in helping organizations of all sizes in all industries catalyzing top line growth through strategic innovation and hypercompetition. Jim has over 25 years consulting experience in working with small, mid size and Fortune 1000 companies. He is a former U.S. Navy Seabee and grandfather of five. Jim is board president of a charter school located in Colorado Springs whose sole purpose is to prepare otherwise disadvantaged students more competitively for college. To arrange for Jim to speak at your next event or devise an effective hypercompetition strategy email or call us at 719-649-4118 for availability. Subscribe to our innovation and hypercompetition newsletter.   

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