I tried to keep quiet. Honest! This executive team did not know me yet and I wanted to get off on the right foot. So I listened patiently, waiting for my appearance in their agenda. Until I could stand it no longer. That’s when I interrupted. The team was smart, serious, earnest, and focused. But they weren’t clear. They didn’t have a clear purpose or process. As a result, they were talking intelligently, but going nowhere fast. In just the first five minutes, I had identified five decisions and two plans – seven different threads – under discussion. They were a bit taken aback when I interrupted. They were indignant when I told them why. But as soon as I itemized the seven threads, they knew I was dead on. On top of that, they were instantly energized. It was as if I had opened the starting gates and turned them loose on a straight track to a finish line that had just become visible in the fog.
It wasn’t until I was getting out of the shower that I realized the towels were stacked on the far side of my hotel room. How can that possibly make sense? And how can such a thing happen? Here are a few possibilities: Someone selected a designer with zero expertise. I don’t think this designer had ever even been to a hotel! Across-the-board cuts truncated the design process, surrendering results to “good enough.” Management wasn’t willing to spend money on final touches – like towel racks in the bathroom. Employees have never cared enough to point out the problem. Management is deaf to employee suggestions and/or customer complaints. Service standards are so low they leave bruises on your shins. The schedule was so tight, no one thought things through. The answer could be any or all of the above. What do you think?
In case you missed my viral posts on Forbes in the past month: 8 Secrets Smart People Know About Time Management 10 Reasons Your Employee Engagement Program Is Hurting Your Company 9 Reasons You And Your Employees Can’t Do 40 Hours Of Work In 40 Hours – And What To Do About It The first one has collected over 45,000 views. Don’t miss it!
If you can’t see it, can’t recognize it, don’t know it is there, you can’t fix it. And most companies are largely blind to the lack of clarity that is eating their time and profits. They simply don’t see it. Why? Because they are looking through a business-as-usual lens. It’s like not seeing motorcycles and bicycles because you only expect cars. To see the confusion, you need to twist the kaleidoscope 90 degrees. So let’s twist that kaleidoscope and shift the focus so you can see why your greatest opportunity to improve productivity and results is through clarity.
“The single biggest problem in communication is the illusion that it has taken place.” – George Bernard Shaw This is so incredibly true! We listen for what we want to hear, hear it, and act on it. In the workplace, this happens all day long. Stop and clarify! You will save yourself bucket-loads of trouble and wasted time!
Yesterday I had the pleasure of seeing another group get excited about the power of clarity! This time it was at the Northeast Lean Conference where I spoke about Transformative Clarity – The Best Thing Since Lean. It was an excellent audience with people coming from San Diego, the Canadian Maritimes, and everywhere in between. As always, I wish we had had much more time! Nonetheless, they left eager to apply some of the specific techniques we discussed to improve productivity, results, and commitment. During my presentation yesterday, I asked the group to identify the top time wasters in their companies. I wasn’t looking for non-work activities like Facebook and surfing. I was looking for legitimate job responsibilities that do not create value for which customers are willing to pay. From there, we looked at how clarity could eliminate or minimize the waste. They came up with a great list, every one of which can be reduced by applying the three pillars of clarity and the techniques I write about regularly in this newsletter, as well as in my Forbes Expert Blog, on my website, and in other publications. Here is their list:
The Power of Clarity that galvanizes commitment and drives high performance is built on three pillars. Clarity of Purpose If you want to maximize productivity, commitment, and results, everyone needs to know what they are trying to accomplish and why. You may think you’ve got this covered once you’ve established goals and priorities. You haven’t. First, you need to avoid the trap of too many priorities, which is a super common problem. Too many priorities means no priorities. If you have 2-3 priorities, you will accomplish 2-3 things. If you have 4-10 priorities, you will accomplish 1-2 things. If you have more than 10 priorities, you will accomplish nothing. I read this somewhere, don’t remember where, but I know it is true because it applies to me and everyone I know. At any given moment, you need to focus on one task. As your list grows, you spend more and more time looking at the list, shuffling items, trying to decide which to do next, playing games with yourself like adding things you’ve already accomplished so you can check them off, and not accomplishing anything that counts. Focus is absolutely critical. You and your employees must pare those lists down.
I’m the new kid on the Forbes block. I write about clarity, its power to improve everything from growth to employee engagement, why it is so uncommon, and how to create it. I didn’t label my talent for clarity until I started my business a little over a decade ago, but the evidence goes way back. Some people, like my elementary school principal, confuse belligerence with clarity. I’ll never forget the day our lunchroom ladies started withholding dessert until we cleared our plates.
I am excited to announce that I’ve been selected as a regular contributor to Forbes.com. That means I have my own Forbes blog. Look for me in the Leadership category. Better yet, go there now and follow me! I only have one post up so far but more are coming. If you read them, share them, and leave comments, I’d really appreciate it!
People can help each other most easily when they share an understanding of the process underway, completed steps, and next steps. This holds true whether you are helping a youngster tie a shoe or helping your company prepare the annual budget. I call this shared process clarity. Unfortunately, one of the most common and consequential processes people use is also the most abused: decision-making. If your reaction to that statement is “Process?” my point is made. Every decision requires four basic steps. Unfortunately, most people muddle all steps into one messy, often prolonged, conversation. That’s like making the “bunny ear” loops before doing the “first part of a bow.” When it comes to decision-making, shared process clarity is extremely rare. The good news is that the decision-making process is pretty simple, universal, and rewarding! Once you have a shared understanding of distinct steps of decision-making: Decisions will be faster and better There will be less stress and frustration Employees at any level will be able to participate more easily Commitment will increase Whiners, domineers, and generally “difficult people” will become far less conspicuous You will involve fewer people over all and more of the right people at the right time Delegation will be easier for both managers and employees You will save tremendous time