Redesigning Organizations for High Performance

Years ago I worked with a woman at a not-for-profit organization in Philadelphia. One week she was invited to fill in for the Executive Assistant to the Executive Director.  During that week, I couldn't help but notice that she was different, in many ways. Her appearance had changed; she had chosen to wear business suits that week, instead of her usual casual attire. She wore make-up and her hair was styled each day.  In fact, she even carried herself better, was more pleasant and used an enriched vocabulary.  I mentioned my observed positive changes to her and complimented her on this new persona that she had embraced. Her comment to me was, “Well, when you work at the circus every day, you’re gonna be a clown aren’t ya?”

Think about it. This woman didn’t get paid more money that week. She reported to the same building each day as usual.  She acted differently because where she worked that week held, for her, a higher set of standards for things like dress, demeanor, and level of professionalism. She was motivated to rise to the occasion so that she would be perceived as fitting in.  To her, being asked to serve the agency in this special capacity reflected an honor and she was EMPOWERED.

I have always been fascinated by what motivates people to change.  I might admit that I’ve been exploring these phenomena all my life.

Let's take a peek at how easy it can be – and how important, too – to empower the members of your organization so they rise to the occasion, take ownership of their role and show responsibility for the success of themselves, their team members, their division and the entire organization. Some helpful tips for any individual or organization which can easily be applied TODAY are listed below. If you took just one and worked on implementing the practice in some way at your company, I would guarantee some tremendous improvements . I strongly encourage you to consider trying one of the following actions:

1.     Communicate Your Company’s Core Values Often. (You do know what they are don’t you?)  Post your organization’s core values everywhere you can: cafeteria/lunchroom, in your internal newsletters, on your website, at the login site of your intranet, on tee shirts for the company picnic….(offer spot quizzes and hand out $5 if they can reiterate them back to you next time you walk thought the office), try to be creative…you get the idea.

2.     Positive Reinforcement . Each time you are sending an e-mail to a co-worker, before you hit that “send” button, scroll back to the top…first sentence.  Now take a second and put something in there that’s positive or personal.

Example: first sentence read: I will need that next set of monthly reports by the end of tomorrow please.

Suggested insert: You’ve been doing a great job of supplying timely reporting to me and I appreciate it.

So you now have a new e-mail that reads: You’ve been doing a great job of supplying timely reporting to me and I appreciate it.  I will need that next set of monthly reports by the end of tomorrow please.

Wouldn’t you be more inclined to joyfully send that next report over and feel better about performing well for that individual moving forward?

3.     Share and Communicate Goings-On at Your Organization.  Speak openly and honestly about prospective clients, financial reporting, concerns, issues and ideas that are being considered among higher management and ask for feedback and input regularly and often. Give feedback on the feedback.  Try to fight urges to hide any bad news about employees or company performance; this could backfire on you.  Sharing and communicating information about pertinent operations within the organization, the industry, and key clients, you are embracing the staff at all levels to feel more a part of the organizational unit.

4.     Mentor Through Empowerment .  Next time you have a meeting with a prospective client, or a speaking engagement, invite someone less-experienced or more junior at your company to attend as your guest.  Don’t feel ashamed if they are quiet and don’t interact with confidence; they have to learn sometime.  Unabashedly introduce them as your coach or your “boss” and give them an encouraging nod. Act as though you’re proud to accompany them and watch their appreciation blossom into improved performance that I can assure you will be contagious among his/her colleagues.

5.     Invest in your Employees.  Statistics prove that it costs 4 to 6 times as much to hire and train someone new. Even if they are replaced at a lower salary, ramp-up time and internal knowledge of operations, policies & procedures and technology can take up to 12 months or more before a new employee is operating at optimal performance.   Investigate and explore the possible hidden talents of your staff and ask them to identify ways in which they might want to contribute to the success of the organization. If you don’t tap into their resources by asking what else they can do or are interested in, you’ll never fully realize what they are capable of?  Consider holding a lunch and learn for those employees who want to come in and casually discuss the organization with high management personnel.

Here’s to a more empowered workforce!

Lisa Tierney is a certified professional coach and marketing consultant at TIERNEY Coaching & Consulting, Inc. She is also the President of the Philadelphia Chapter of the Association for Accounting Marketing. www.TIERNEYCoaching-Consulting.com / (215) 588-0335 / lisatierney@comcast.net