Tag: culture

Creating Real Connection in Virtual Meetings: woman at her computer

There are a lot of articles out there aimed at helping us navigate the “new normal” of working from home and the challenges that come with it. However, most of these articles seem to focus solely on the technicalities of managing this new situation. How do you keep a schedule and maintain a routine? How can you make sure you have a comfortable workspace at home?  There seems to be very little out there about creating real connection in virtual meetings. And that might be the thing we are missing the most about in-person workplaces.
It can be easy to think that having an effective meeting relies simply on a strong agenda or a timekeeper. However, it is the more subtle relationship interactions that help foster strong team dynamic, collaboration and performance.
Creating Real Connection in Virtual Meetings: woman at her computer
 

Creating Real Connection in Virtual Meetings

How do you begin your meetings? Do you check in first, or do you jump right in? If you jump right in, then how do you know everyone is aligned with the purpose of the meeting and fully present? Could it be that some people are distracted from other meetings or with other concerns? How do you ensure everyone can fully contribute?
Given that we are working virtually, it can be easy to miss the physical cues you may otherwise perceive if you were sitting in a meeting room or would have gathered from the few minutes prior to the meeting starting. It can be easier to misinterpret situations in a virtual context than when you have all the data of an in-person interaction.
 

Checking in with the Three C’s

Beginning each meeting with a check-in allows you and your colleagues to become fully present and openly share intentions and concerns for the meeting. The questions shared below are an ideal way to ensure you capture connection and context, not just the content (or agenda) of the meeting.

  1. How do I feel arriving at this meeting?  (Connection) Take the time to connect on a personal level before moving on to the next question. As team members are juggling many different challenges, this is an opportunity to foster connection and understanding within the team.
  2. What circumstances make this meeting relevant and important to me and the team?  (Context)
  3. What results do I hope to obtain by the end of the meeting? Why are these results important?  (Content)
  4. Do I have any concerns that will prevent me from being “present” in the meeting?  (Context)

A modified set of questions can be used to “check-out” upon closing the meeting, so that all participants feel heard. It provides a space for each person to express how they felt about the outcomes of the meeting and share any concerns or issues that may not have been addressed. This concludes the current meeting and sets up future meetings with a strength of connection helping to build a strong team culture.
In addition, it is important, particularly in a virtual context, to continue to check in with participants during the meeting inviting them back in to contribute and be active.  Again, as you are not privy to the usual non-verbal cues, you may miss a person disengaging or becoming discontent.
 

Conclusion

There are many challenges to remote working, but as many companies continue to work in this way and consider a blended approach going forward, issues such as collaboration and team connection become even more important. Fostering connectivity and making sure all voices are heard is an important way to support your team as they navigate this new way of working.
 
If you would like to know more about how Axialent can support your team with a free check in exercise, please click here.

Since COVID-19 became a daily part of our lives, we’ve become increasingly accustomed to finding new ways of virtually doing what we once did in person. We’re working out with personal trainers via WhatsApp. We’re having a happy hour drink with friends over Zoom. Some are even practicing music with their band using Teams. Many of us have also been forced into remote working situations. Yet, we’re finding that our virtual experiences are not what we expected. We came into this situation with a lot of preconceived notions about what it meant to connect virtually, but our experiences have shown us something else. As we navigate the many changes in our daily life, we have started letting go of prejudices around virtual experiences.

For many of us, it was impossible to imagine doing these things online. Maybe we knew we could do them, but why would we? Some people prefer the human connection of a face to face meeting over a virtual experience. But has the change to virtual been as challenging as you thought it would be? When we were able to do all the things we loved in person, other things often got in the way. Scheduling conflicts, kids, distance and other factors often prevented us from following through.

Letting Go of Prejudices Around Virtual Experiences: Two hands reaching out to touch across a divide

Letting go of prejudices around virtual experiences in the corporate world

Prejudices around the possibilities and constraints of virtual work are commonly accepted myths in the corporate world. Yet, what I have heard from my clients in the past 3 months tells a different story:

  • “This was far more effective than I expected.”
  • “I’ve found I work more than before.”
  • “We have more productive meetings.”
  • “I never imagined we could have such dynamic and participatory learning in a webinar.”

And this feedback came from clients that unenthusiastically and with resignation accepted remote work and other virtual experiences. These reactions show that many times these experiences have exceeded previous expectations.

We could take these testimonies as indications that overall effectiveness of the virtual experience was perceived higher than previously assumed. But, what about the human connection? What about that “chemical” bond that many believe only takes place when you are face to face with others? Often, we think that working in the same physical space, face to face is essential to really support teamwork, empathy, collaboration, solidarity, and mutual commitment.

However, in  different work meetings I’ve attended in the last 3 months I’ve seen:

  • A young plant manager holding his 2 -month old baby in a regional LT meeting, while his wife took care of their 3-year-old, behind him;
  • A lovely pet cat jumping on a colleague’s desk and staring at the webcam like a new participant to the meeting;
  • A manager walking through her home in search of a quieter room, away from her husband and kids, while keeping an active virtual conversation with us;
  • A colleague’s 3-year-old getting closer to mum while she led our meeting, and waving to us in a sweet “hello” posture;
  • A shared virtual breakfast where a group of consultants and the client’s Leadership Team created a collective ice breaker space before starting a formal webinar.

In situations like these, we were able to see into each person’s intimate world. No one seemed uncomfortable with the situation: neither the observers nor the observed. We’ve gotten used to it, given that most of us are working from home in similar conditions. This new and unprecedented openness to let our intimacy be visible to others has brought a new dose of humanity to our gatherings. This is something that was also unexpected. It has become natural to invest 15 seconds in greeting the waving child or to laugh at the cat staring at the webcam. We connect as we make jokes about the barking dogs or to refer to the “picture on the wall behind you.”

Human connection on the virtual level

Seeing my client or colleague’s personal environment helps me connect with him or her on a deeper level. Even in the past, when we worked together physically, that didn’t necessarily mean that human connection was guaranteed. We all wear social masks, deliberate or unconscious. Human connection is a complex phenomenon that isn’t necessarily improved by physical proximity alone.

We always have the freedom to consciously nurture human connection in our virtual meetings. We can make it an explicit goal. At Axialent, a company that has worked remotely from the beginning, we have increased our “check in calls” during this challenging time. We meet with an open agenda to freely reflect on how we’re feeling about the lockdown. We share what we’re doing in and out of work. We’ve run the same exercise with clients, just for the sake of human connection. We’ve experienced how much deeper our bonds become as a consequence.

Perhaps you previously felt reluctant or untrusting of technology’s human potential. You may have been subscribing to the common-place belief, “virtual is not the same as being there in person; you can’t replace physical presence.” I’m inviting you to suspend these assumptions and keep your open heart available to experience human connection supported by technology. Maybe you’ll get more than you expected, and discover that, humanly speaking, it can be not only virtual, but virtuous!

If you’re interested in learning how Axialent can support your team with a free virtual “check-in” exercise, click below to schedule a meeting.

The “Right Culture” to Have in a Crisis: Two men collaborating at work

There is no doubt that current events are affecting business more than you ever thought possible. A lot is changing. Supply chains are shifting and customers are reevaluating their choices. Stakeholders are more present and products and services are rapidly becoming obsolete, and so on.  Have you considered how it has been affecting your organization’s culture? While our focus may be on other things, we still need to consider how we, as leaders, can drive positive culture change in this turbulent environment. What is the “right culture” to have in a crisis?
Culture is a set of learned beliefs, values, and behaviors that become the way of life in an organization. It results from the messages that are received about “what is really valued around here”. The sources of these cultural messages come from the behaviors, symbols, and systems within an organization. Current events have impacted all three of these pillars. Systems are being stretched to adapt to new realities. People’s behaviors are testing new paradigms and redefining the whole person concept. Symbols are shifting due to the new ways in which people are communicating and relating to each other.
A Culture Amp survey[1] (published in Forbes) tried to better understand organizational culture in the context of current events. It was originally done to address the effect of the global pandemic, though it could also be applied to the racial equity conversations happening right now. One of the survey’s key findings was (no surprise!): “Companies with a strong culture are much more resilient in times of crisis… Organizations that already have experience flexing this muscle are more likely to have confidence in their leadership, feel safer, and be more comfortable about their company’s plan to return to work”. The survey findings highlight the need for effective communication practices and the importance of staying connected.
The “Right Culture” to Have in a Crisis: Two men collaborating at work

What is the right culture to have in a crisis?

The empirical evidence is strong. The “right culture” to have in a crisis is one that will hold strong through the most difficult of times. Let me share a couple of examples of how effective communication and staying connected can help an organization achieve this kind of culture.
A large So. Cal. player in the technology field was going through internal turmoil in the aftermath of a change in leadership and direction. The new CEO had been challenging the existing organizational culture and was seen as cold, hard, and inflexible. COVID-19 unexpectedly changed the conversation. The CEO had the opportunity to show his/her personal, vulnerable side as the leadership team was “allowed” into the CEO’s home (a working from home phenomenon). This seems to have changed the narrative and the organization is seeing a positive change in engagement and identity. The CEO is now working on ensuring that the organization does not lose what it gained as the situation evolves.
The growing consciousness and conversations around racial inequities were heavily impacting another large company in the retail business. They immediately implemented several support mechanisms for their employees (internal). They also planned to aggressively organize their ongoing response and local outreach efforts (external). Through the process of connecting with their employees, they heard many eye-opening stories, including one from an African American single mother who said she couldn’t work late or night shifts because she was afraid to leave her teenage son alone to travel the streets at night. Her fear had to do as much with gang-related violence as with law enforcement-related actions.
The impact on culture is not just limited to the corporate world. Consider this recent headline (AP News, May 19, 2020): “Pandemic will alter Communion rituals for many US Christians”. Without a doubt, similar conversations are happening at all faith-based communities and organizations around the world. Rituals such as Communion, Gospel Choirs, Yom Kippur, Hajj, Darshan, and others, are highly symbolic of each faith’s teachings and practices.  Yet, they may need to change in this new world, and this could have a profound impact on each of these communities of faith’s culture and their ability to ensure the sustainability of their vision.

Navigating an I*VUCA world

These, and many more anecdotes from the frontlines, show that we need to address the organization’s “I*VUCA”.  VUCA is an acronym that describes the Volatility, Uncertainty, Complexity and Ambiguity of general conditions and situations.  It is often used in strategy discussions to describe the external environment.  However, I strongly believe that VUCA is an internal phenomenon as well.  Now more than ever, we need to look at the volatility, uncertainty, complexity, and ambiguity of the organization’s internal organizational culture.  Hence, I* (Internal) VUCA.
Now is the time for leaders and teams to reflect and understand why they are responding either effectively or ineffectively, not only to VUCA, but especially to I*VUCA.  The current environment gives us a window of opportunity that allows us to quickly access and understand how we are responding to the different challenges that the organization is facing. Investing time to understand what is working and what isn’t is a gift that the unfolding events are giving us. We cannot risk going back to our default mode at the risk of becoming irrelevant.
We know that a strong culture is one of the most powerful tools that an organization can wield. It can also be a barrier when change is needed. In Satya Nadella’s words, “Culture is everything!” Are you doing the right things to drive the culture your organization needs to succeed in the I*VUCA world?

[1] https://www.forbes.com/sites/janicegassam/2020/05/06/how-your-company-can-drive-positive-culture-change-during-a-global-pandemic/#7ffd241129d0

planning for the future in crisis - image of documents on a table with people discussing them

In recent months, we have been dealing with a lot of uncertainty and a fast-changing world. As my colleague, Thierry, and I discussed in the article Survivor Syndrome: Overcoming Organizational Trauma in Times of Crisis, even though people are still struggling with how to adjust to these changes, we need to find a way to reconnect with our future, vision, and possibilities. In addition, people are dealing with guilt about colleagues who have been laid off, and pressure to do additional work to keep the organization alive and hopefully, thriving. Planning for the future in crisis has never been so challenging, or so important.
planning for the future in crisis - image of documents on a table with people discussing them
 

Planning for the Future in Crisis

 
How can we create a future together when there is still so much uncertainty? Can we plan and create a vision if we don’t yet know how to adapt to the recent changes? How can we help our team members feel less anxious and find a way forward that adds value for everyone?
There is a way. It needs to address business planning, but also build trust within the team and inspire and energize team members. It requires learning a new skill and putting a new process in place that many leaders are not familiar with… yet. It all can be learned through practice.
We’ll call this process: “Back to the Future: the art of scenario planning 2.0”. You may remember the movie “Back to the Future 2,”  where Doc Brown taught us that the present and future as we know it could change in many different directions with new events we didn’t plan for. (If you haven’t seen the movie, you now have a plan for the weekend!) This has always happened to some degree, but the speed of change has never been as fast and disruptive as it is right now.
Many of you might be familiar with traditional scenario planning. The intention and process we need to apply in the current situation are very different. The issue now is not how many scenarios we can build based on assumptions and premises, but how fast we can read, listen, and integrate new information and adjust our plans quickly.
Doing this simple 3 part exercise with our teams will help.
 

1. Understand and align common assumptions

  • Check people’s assumptions to understand why they are doing what they are doing. Do you think people will act the same if one thinks the vaccine for Covid-19 will be ready in 6 months and the other in 18 months? What happens when half of your team thinks that people will not travel again and will be spending more time at home and the other half thinks things will go back to normal sooner or later?

Survivor Syndrome: Planning for the Future in Crisis: Women and men having a meeting to align on assumptions

  • All of these different opinions lead people to make decisions that affect how you run the business and their level of engagement and commitment.
  • Creating the conversation and allowing the team to discuss common assumptions will put them to work in the same direction.
  • The question to ask your team is: What do you think will happen in the world in the next 3 months that will affect our business?

 

2. Cascading common assumptions into execution teams:

  • Once we align the common assumptions, we need to analyze how this will impact the work of each team.
  • For example, if we believe that people won’t be able to travel for at least 6 more months, how that will affect consumption based on the industry I’m in?
  • Then, the next question to ask is: What does my team need to do differently, based on the assumptions agreed upon, and how this will affect our business? Each leader needs to identify 2 or 3 critical things that the team needs to start approaching differently.

 

3. Cascading our team needs to our leadership focus:

  • If the team needs to do some things differently, we need to think quickly about what we need to do to make it happen.
  • When we are in such fast-changing environments, the speed of change is a competitive advantage or a liability.
  • The key question is: What do I need to do differently in the next 2 weeks to support my team and make changes with speed and agility?
  • Remember, you are the main lever for your team to adapt quickly.

By doing this simple exercise with your team, you will provide direction, a sense of alignment, and also, something that contributes to the common strategy. You will move from uncertainty to action and help everyone feel like part of the solution.
 

Conclusion

Planning for the future in crisis is always a challenge, but connecting with your team using the process outlined above provides a roadmap of how it can be done. This is not meant to be a one-time exercise. While you are reading this article, many assumptions I have right now might be different from when I originally wrote this, even if it’s only a week later. The faster things are changing, the more often you should run this exercise. As a leader of an organization, I would run it at least every 6 weeks under the current circumstances. Find the frequency that works for you. As you do this, you will be strengthening the muscle of agility, adaptability, and innovation. What else you can ask for?
“In a time of drastic change, it is the learners who inherit the future. The learned usually find themselves equipped to live in a world that no longer exists.” – Eric Hoffer
 
To contact Axialent about facilitating this powerful exercise with your team, click here.

In the extraordinary circumstances of today’s world, we are being bombarded by a myriad of contradictory information, while watching the devastating effects on businesses and people we value. While all this is going on, we also need to deal with the effect this has on us as individuals and leaders, build a coherent narrative, and take action. Different people will be affected by different emotions. They might arrive at diverse conclusions and recommendations on how to move forward. How do we deal with the polarities at play amid COVID-19? What is the best way forward when fear and anxiety are the dominant emotions?

 

Polarities at play

Organizational learning researchers, Chris Argyris and Donald Shon, found that when managers were asked how they behaved with their teams, they responded according to the “Mutual Learning Model.” They spoke about values such as collaboration, humility, curiosity, and learning. However, when Argyris and Shon observed these same managers in action, they saw them behave very differently. Their management style was more aligned with the “Unilateral Control Model.” They consistently tried to beat their counterparts, get their own way, and control others. They didn’t admit their own mistakes and instead, would blame others. For too long, traditional education has valued knowing over learning, certainty over uncertainty, having the right answer over asking questions, and assertiveness over curiosity and tentative exploration. No wonder the managers behaved as they did.
At the same time, the managers couldn’t openly act in this way, it would be completely unacceptable. Therefore, they would act like they were not trying to control others and were more consistent with the Mutual Learning Model. When this duplicitousness takes over, organizations (and their people) go crazy.
 

Some examples of the current polarities at play amid COVID-19 are:

  • Pay attention to the health of our people, but go back into full production right away.
  • Assure people not to worry and do their jobs, but worry about the future and the new normal.
  • Tell the truth, but don’t bring bad news.
  • Take risks in an uncertain context, but don’t fail.
  • Beat everybody else, but make it look as if nobody lost.
  • Be creative, but always follow the rules.
  • Promise only what you can commit to deliver, but never say “no” to your boss’s requests.
  • Ask questions, but never admit ignorance.
  • Think long-term, but deliver on your immediate KPIs.
  • Most important of all, follow all these rules, but act as if none of them exist.

 
The inability to discuss apparent contradictions, and furthermore, the inability to discuss that they are “undiscussable” such as the last rule states, create what Argyris and Shon describe as “organizational schizophrenia.”
There is no silver bullet to deal with these contradictions. What I am about to say may sound naïve. However, we have tried it over and over with hundreds of executives across different geographies with excellent results.
 

The way to deal with undiscussables is… to make them discussable

The first step is, with empathy and compassion, to help people become aware that there is a contradiction at play. Even before attempting to solve it, we need to acknowledge the apparent polarity. Once “we have a contradiction,” rather than “the contradiction has us,” we can engage in conscious conversations.
Contradictions happen in organizations all the time. Different people look at a set of data and make their own interpretations based on their personal history, past experiences, what is important to him or her, their intentions and more. They create a narrative that might blatantly contradict the narrative of others. Sometimes those others are influential people, colleagues with more authority than them.
 

Let me illustrate this with a practical example:

One observable fact: John, the leader of the team, doesn’t speak at all during his team’s meeting with other areas.
Different stories for different people: In Sam’s mind, Sr. VP of Marketing, a leader should voice his opinions, be assertive, and offer guidance to his team. Sam concludes that John has poor leadership skills and will not recommend John for the available senior position in Marketing.
On the other hand, Peter, Sr. VP of Sales, believes that a leader should be measured by how well his team performs. A great leader, Peter believes, is one who makes his people say, “we did it ourselves.” John’s team performed outstandingly during the meeting. They had great ideas and made practical recommendations. In Peter’s mind, this speaks very highly of John, their leader. Peter concludes that John should be offered the available senior position in Marketing right away.
One set of facts, completely different stories, opposite conclusions and recommendations.
The way to have a constructive conversation on the matter is for Sam and Peter to understand how the other has built the story, how the observable facts turn into interpretations, and how these combine with values to give birth to their opinions. They can acknowledge that they both create different stories and value different things.
I can’t promise that they will solve their problem. What I can assert is that they will have a very different conversation about John’s performance.
 

Applying this process in VUCA reloaded

If you were able to ask openly, from a place of humility and curiosity, questions like, “how do you expect me to be creative AND always follow the rules?” you might discover what your boss really wants. For instance, perhaps what she really wants is that you don’t put your division in an unrecoverable risk position, should your project fail. By having this open conversation, you will learn how this is not a contradiction to her and that both can be accomplished.
To survive and thrive, you have to be able to put the polarities and tensions created by this hyper volatile context on the table. Talk about them with the mindset of the learner; understand how everything can be true at the same time. You can do so by looking through the lenses of creativity, interdependence, and “yes, and” ways of thinking. Doing so may help you to discover options that, from a place of “either-or,” had looked utterly impossible to integrate. You are making once “undiscussable” topics “discussable.” While it’s easy to say, it’s not so easy to do. But it must be done if you wish to create a more conscious organization that can effectively deal with Covid-19 and the emerging challenges of the new normal.

Survivor Syndrome: Gather Information and Act. Pile of stones going from large to small at the top.
In the first article of a series I initiated with Fran Cherny, Survivor Syndrome: Overcoming Organizational Trauma in Times of Crisis, we offered some thoughts to start helping you, and leaders in your organization, support your employees get back to their best and grow the power of adaptability and resilience we all need now more than ever. Now it is my turn to come back to this series of articles and share with you some thoughts about the last action we suggested in our first article: “Gather information and act fast.” This important aspect of crisis leadership is about interactive and empathic communication in the context of accelerated digitalization of our social connections at work due to this Covid-19 crisis.
The number one need employees and managers have in the current context is for their organization and leaders to actively listen, with empathy and compassion, to their feelings, fears, difficulties, and what support they need., This is the first step to treating any trauma.
 

Managing organizational trauma

As Constanza Busto said, do not be misled by a quite common Knower posture consisting of believing that we well know what our people are feeling, what needs to be done, what’s best for the other person and needs to happen. This would be a double mistake. First, this would ignore the diversity of your employees’ feelings and needs. Secondly, what really matters is for your people to have the opportunity to express themselves and for you to show empathy, care, and compassion at work in the current context.
I see 3 key steps to manage organizational trauma:
1) Encourage your people to express and discuss their vulnerability.
2) Build a shared purpose as an organization in the context of what you will choose as your new normal, or new future, post-crisis.
3) Permanent and interactive two-way communication.
 

Gather information

Some companies are already running initiatives to concretely gather the data and feedback they need to help their people address trauma and grief (of self and of others). These initiatives include:

  • Regular employee pulse surveys and/or focus groups: Stop waiting for the annual survey or the perfect organizational way of doing it instead of using simple tools and surveys. You could pose a question of the day or week, such as, “how do you feel this week about x topic?” There are easy and simple applications, like “Happyforce,” to measure how your people are feeling in general every day and/or how they feel about a specific topic. It is not only about asking, but also about acting on it. Quick, simple, and effective.
  • Group webinars on health & wellbeing with active participation from employees to better manage their physical and mental health, as well as practice and grow their emotional mastery.
  • Online peer to peer group coaching programs: Consider a series of regular 60 to 90 minute webinars during which small groups of leaders (5 to 6 max) and their coach practice how to bounce back and rebuild their response-abilities to the crises they face.
  • Cascading of “Reflection Dynamics:” A top-down process of monthly 1 hour in-person or online team meetings on well-structured reflections. Managers can discuss challenges with their team and ways to practice effective mindsets and behaviors that will help them, and the company, overcome concrete pain points. Then, each team member cascades it down to their own teams.
  • Create virtual spaces to connect: Organize a weekly virtual café (via Zoom, WebEx, Microsoft Teams, etc.) to encourage people to reconnect personally, beyond work issues.

 

Take advantage of this opportunity to gather information and act

This crisis is not only about trauma and disruption, it is also a fantastic opportunity to grow for people and businesses. In the past 3 to 4 months, we have seen extraordinary demonstrations of resilience, agility, creativity, speed in decision and action, collaboration, empathy, and solidarity in our organizations, cities, communities, and families. Leveraging these bright spots in your organization is a very effective way to help your employees and managers get back to their best with inspiring examples of “what we can accomplish together.” You can do this by gathering facts and data with structured tools and processes. The same tools and processes also apply to identify and measure what did not work, what should we do differently and what we must do to fix the roots of the current organizational trauma or difficulties.
Beyond any of these examples, my number one point about managing organizational trauma is that inviting your people to express and discuss their vulnerability is the best way of making them stronger and better.

When we are facing new, difficult circumstances that we’ve never faced before, it is often much harder to respond in a constructive way. Our reptile brain unconsciously chooses between two bad options: fight or flight. Although we know this intellectually, this doesn’t mean we can get ourselves out of the trap so easily, or support others to do so.
In the article I wrote with my colleague, Thierry De Beyssac, Survivor Syndrome: Overcoming Organizational Trauma in Times of Crisis, we talked about how leaders can to respond to the current challenges in a constructive way. One of these ways is asking people what they need to be at their best, inviting them to be players and to regain control of their situation.
Survivor Syndrome: Tapping into the Player Within. Image of two business women talking
When we are in a leadership position we must challenge ourselves, not only to maintain our center, but also to be at our best to help others around us. However, many times what we see, as Constanza Busto shared in her article Survivor Syndrome: Building Bridges, is that we believe we know what needs to be done and what’s best for the other person. We can’t believe they don’t see it when, for us, it is so clear. Often, while we are thinking that about others, others are thinking the same thing about us. So, how can we escape from this unhealthy loop? For starters, as Constanza suggested, we meet people where they are, with no judgement, just making their stories and situations true and reasonable. Before we make them wrong, try making them right.
Only once that step is done, once we empathize, are we ready for the next part of the conversation. It is time to “coach them out of victimhood,” to help them connect with the player mindset. This means empowering them to think for themselves, encouraging them in a gentle and kind way, and helping them discover their next best step (just one little step) toward a new trajectory.

How do we do this?

  1. Validate their story: Make them feel safe and understood. If we could put ourselves in their shoes, we would be feeling and thinking the same thing.
  2. Ask questions that empower:
    • Help them build a small, short-term vision: “If you had a magic wand, what would be happening now?”
    • Ask “What can you do about it?”: a) Based on what you have envisioned, what is in your control? What can you influence? Is there anything you can now do to start moving in that direction? b) Is there anything you can ask someone for? Do you need to make any requests?
  3. Listen without judgement: Becoming a sounding board, coming from a place of understanding and compassion, for what they feel they can and cannot do, will make a big difference.
  4. Moving from ideas to actions: Help them commit to one “baby step” and be of service.
    • What could be your next move that you commit to try? When will you try it?
    • Can I support you in any way for you to try this?

Tapping into the Player Within

Try to follow these simple steps and remember that it’s not just the questions you ask, but from which emotional state and with what intentions you do it. Make sure you prepare to be of service from a place of humility, care, and helping others. The goal is to accompany your employees to find their own way to be effective with the tasks ahead, to gain trust in you, and feel good about themselves in such difficult times.
Remember, when a person is not at their best, the question we need to ask ourselves as leaders is: how do I choose to respond to effectively support this person to move on and be at their best? Above all, keep in mind that this is not only my choice, but my opportunity to grow and develop as a leader.
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In our next article, we will discuss how we can all create a brighter future together in the months ahead.

Return to the new normal: Leader’s top of mind. What do you think the new normal is going to look like for you?Axialent recently hosted a live debate, Return to the new normal: Leader’s top of mind, featuring Oseas Ramirez, corporate innovation advisor and keynote speaker to Fortune 500 companies, startup founder, and board member in several organizations, and Thierry De Beyssac, business cultural transformation expert and former CEO in 12 countries. The two explored and debated global organizations’ leaders’ top of mind topics and how to prepare for the “new normal”.   
The live webinar covered three pressing questions:
 

What do you think the “new normal” is going to look like?

  • The “new normal” won’t look the same for every person, company, and country and each one might experience their “new normal” on a different timeline, as situations progress differently worldwide. 
  • It will be important to manage your organizational trauma to recover your people’s engagement and help them be able to perform at their best. 
  • We have proved we can be resilient by making fast changes during this crisis. Now, how can we replicate it in a sustainable “new normal” way?  
  • Fast-tracked innovation projects are now the new internal benchmark. 
  • We need to be agile, not just do agile: attitude does matter. 

 

What challenges and opportunities do you see now emerging from this crisis?

  • Never let a good crisis go to waste. There is an opportunity to reshape your organizational culture, review your purpose, and operating model.  Do it quicker and deeper.  
  • Disruption is a fantastic window of opportunity to work on self-empowerment, to redesign ourselves, and to review mindsets and corresponding habits. 

 

What is the implication of this new normal at a leader’s personal level?

  • Be a permanent LEARNER and develop yourself as a coaching leader. Invest at least half to a full day of your time on it every week.  
  • As a leader, you have a professional responsibility to take care of yourself personally. Not 
    practicing basic sleep and healthy nutrition routines can make cognitive capacity decline, which in turn can, make the quality of decisions suffer. 

To view the full webinar discussion between our experts, Oseas and Thierry, please click here to watch the video.  

In Fran Cherny and Thierry De Beyssac’s article, Survivor Syndrome: Overcoming Organizational Trauma in Times of Crisis, they mention “meeting people where they are” as a way of helping your organization navigate this difficult time. What does it mean to “meet people where they are?” Why it is important?  
In life, we are all seeking experiences that make us feel good, loved, and give us a sense of belonging. We crave connection. The workplace, in any format, is not the exception. According to Forbes Magazine†, on average, we invest a little less than half our time at work in meetings, interacting with colleagues. There are plenty of opportunities to build connection and strong, trusting relationships, and yet, often we feel disconnected and sense a lack of belonging. 
Survivor Syndrome: Building Bridges and meeting people where they are. Two hands, one on either side of a pane of glass in a windowMoreover, during difficult times and crises in an organization, leaders tend to focus all their energy in trying to survive and keep the business going; learning to transform the business while running the business. Relationships are sometimes overlooked, and connection is postponed for “when the right time comes.”
In Axialent, we believe that what we do as leaders shapes our organizational culture and how we choose to respond during crisis is what makes the difference.  
Responding to the challenge in a constructive way and supporting people to be at their best will help organizations grow their power of adaptability and resilience: two things we all need desperately, now more than ever. 
 

Building connections and meeting people where they are is a step toward supporting people to be at their best

So, if “meeting people where they are” makes us feel loved and valued and can help us thrive, why do we often experience disconnection or misunderstandings instead? 
It turns out we can find it difficult to connect with others: 

  • It takes work and energy: Empathy is hard work. According to the American Psychological Association‡, people sometimes choose to avoid empathy because of mental effort it requires. 
  • It can be painful / uncomfortable to see people we love & care for suffer: We want to save people from suffering. We cannot “spare people from living the process.” The only way out is through.
  • We get frustrated and anxious for the time it takes to walk the journey: We sometimes feel that talking about what has happened is not the best investment of our time, and it’s frustrating. “Let’s go into solution mode NOW!”  
  • Knower Energy: We believe we know what needs to be done, what’s best for the other person and what needs to happen. “How can they not see it? It’s so clear!” 
  • Our own judgment: We experience disappointment when we feel that things or people are not being good enough. We put our own expectations on others. 
  • It’s challenging to look inward at ourselves to a place where we can connect and resonate with others’ pain and experiences. We are not always willing to do it.  

 

Building bridges

So, how can we increase our connection to build bridges and “meet people where they are?”

  • Self-connection: Be aware of your own stories and emotions toward the situation. Clarify your own intentions. How is this situation making me feel? What is the story I am telling myself? How would I like to help others? What would make me feel proud, despite the results?
  • Acceptance: Whatever it is, is enough. Let go of any expectations of how things should be or how people should react. We are all in our own journey and the time it takes for each of us to process what is happening is the time each of us need.
  • Hold the space for others: Be fully present with your energy, intention, and attention. Create a safe space for people to share their own stories, without fear of negative consequences. Let people know you are in this together.
  • See people with kind eyes: Tap into your empathy and compassion. We are all doing our best to deal with our own challenges. It’s ok to feel whatever each of us is feeling. Be at their service, assume good intent, and seek to understand others’ perspectives and beliefs with genuine curiosity.
  • Help people get unstuck: The way we see the problem is the problem. Challenge people’s beliefs by offering alternative perspectives and support them in creating new possibilities for their business, their relationships, and their lives.
  • Invite people to move forward: Create a compelling and inspiring vision for people to join you and reduce the exit barriers for people wanting to leave.
  • Be the change you want to see in the world: Lead your team by example by demonstrating the standards (behaviors) you would like to see in others.

 
Reaching out and offering our helping hands with the sole intention of supporting each other is the way we, at Axialent, choose to respond.
 
† “Just Say No: How Your Meeting Habit Is Harming You” Forbes.com, 8 August 2013
‡ “Empathy Often Avoided Because of Mental Effort” apa.org, 22 April 2019

In a recent article, my colleagues Fran Cherny and Thierry De Beyssac offered some thoughts on Survivor Syndrome; how the present challenges have the potential to create organizational trauma affecting all the dimensions of business and how to better cope with this. They offer in their article a list of actions to help and support your employees as we move through this time together. The first on the list being: “to put things on the table.” What does it mean to “put things on the table?” What can I do differently to help myself and others around me during this difficult time?
What does it mean to “put things on the table?”
The emotions that are triggered in us by a world in constant “VUCA Reloaded Mode” may put us in a place that oscillates between harmful repression and brutal explosion. Anger, for example, permeates openly or simmers under the surface. As we speak to colleagues, friends or family members, it can almost tele-transport itself across remote devices. I like to say that as long as the emotion “has you,” you have no choice. You will do whatever the emotion does, only to regret it later. You will say things that hurt others, make promises that are impossible to deliver… you name it.
I like to offer to my clients the following concept: “the only way out is through.” In order to put things on the table, you must enter a space of higher wisdom and compassion.
 

You do that by:

  1. Taking a few deep breaths of awareness: You separate yourself from the story. It becomes “you have the emotion,” rather than “the emotion has you.” You take perspective of your thoughts. The “I” (the person) that has the thought is NOT the thought. I feel angry, rather than I am angry.
  2. Accepting the emotion unconditionally: Realize that the emotion makes perfect sense, given the story you are telling yourself.
  3. Analyzing the story behind the emotion: Every emotion has an archetypal story. For example, anger or frustration has the story: “something bad is happening and it should not be happening.”
  4. Expressing your thoughts and ideas from a place of tentativeness and humility: As you engage in conversations with your colleagues or leaders about what is going on, you adopt the perspective of good intent from everyone. Even when you don’t understand what is going on, you assume that the people in charge of calling the shots have everyone’s interest at heart.
  5. Inquiring about the thoughts and ideas of others from a place of wanting to learn, of curiosity: The combination of 4 and 5 creates the conversational dance where any topic can be addressed or put on the table.

 

Put things on the table

Working through steps 1-3 are paramount if you would like to have a constructive conversation. Taking these steps will set the conditions for the kind of conversation you want to have. The promise is that you will be better able to understand each other. And then make better and informed decisions, for the good of the business, the team and yourself. Being able to address difficult topics in an open, caring and compassionate way is a powerful way to increase connection among your employees in these difficult times.