Organizational Development in Special Situations. #2 Relay of Intent

This the second of 3 posts to illustrate that OD is not passé.

While others have cannibalized some of what OD used to do, and people are not as valued as they used to, there are special situations where the added value of OD is outstanding. The first situation I described was  New Product Introduction.

This post relates to use of OD to relay intent in cases where cultural obstacles prevent dialogue.

Due to globalization and speed as strategy, people from extraordinary different cultural assumptions need to work together. Use of the English language has enabled people to understand the words (as it were), but they  certainly do not understand the intent of one another in many cases. Many of the obstacles faced in the global workplace are insurmountable without a 3rd party who helps each side “relay intent”.

While culture training purports to educate people to one another’s sensitivities, relay of intent is an on-line translation service, yet the translation is the translation of intent.

Here is an example, with intent  in red. The 3 parties are:  American Fred (Head of Sales), Thai Som (Regional Head of Sales) and Israeli Moshe (Regional Head of Sales)

Fred: Hi guys. Can we discuss what Q2 looks like until now?  I am getting some mixed signals. What’s really going on with Q2? Don’t surprise me.

Moshe: We are waiting for technical pre sales material. Fred, can you update us? Fred, you do your job and I will do mine.

Som: There are several important client visits planned, even though our market is driven by costs. The product is too expensive; nothing is happening.

In order to do translation of intent, the OD consultant must

  • understand all cultures s/he deal with, so that the message can be relayed in a way which relays maximum intent and.does minimal damage 
  • have business domain knowledge
  • build trust with all sides to do this grisly work Smile
  • understand when direct dialogue is possible and when a 3rd party is necessary.

Unlike most consultants, I believe direct dialogue in some cases hurts business, especially when speed is strategy. Direct dialogue  has too many obstacles when the speed of  business is mission critical.

 

 

 

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Organizational Development in Special Situations. #1 New Product Introduction

There is an constant and frankly non constructive dialogue that goes on about whether or not OD is passé. 

The answer is that OD is definitely not passé although it is not as widely commissioned as it used to be. While others have cannibalized some of what OD used to do, and people are not as valued as they used to, there are special situations where the added value of OD is outstanding.

In the next three posts, I shall outline 3 special situations where the added value of OD is overwhelming.

The first special situation is New Product Introduction.

1) Typically, a new product goes from R&D to Engineering and then to Process Engineering and Production Engineering, which are in Operations. (There can be lots of variance to this, clearly.)

2) The more complex the product  is, and the faster the organization is moving, the transition as described above is anything but smooth. Operations wants a plug and play product kit, while  R&D wants to wash their hands of the dog food and move onto the next invention, with Operations left to fill in the blanks.

Add to this that  products do not flow smoothly along; they often move one step backs and then two steps forwards etc.,  until problems are defined and solved.

3) Add complexity of different geographies and cultures, this is a perfect cess pool for OD. Smile

4) The most frequently made mistakes that managers and change managers make is to try to define the process more clearly. This attempt to `define away complexity`is what my late Dad used to call pissing into the wind. And I grew up in Quebec where the wind is mighty strong. Mais oui! There is no way that this process can be perfectly defined.

5) Another frequently made mistake is to put too much focus on Gating and Handshakes in the process. It is simply more complicated than setting up a Customs-Douane at every `station“ on the way, especially given the time to market pressure.

6) New Product Introduction is enabled by teamwork, sharing of risks and overlapping responsibility. This is a classic domain where nothing beats the effectiveness of OD. Not even outdoor training or a motivational speaker. Smile

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The inability of Israeli organizations to scale innovation

There are endless examples of Israel based companies that innovate and yet fail to leverage and scale their innovation.

As a result, these innovative companies are sold, most often to US based firms who scale the innovations and make the big bucks, leaving only R&D center in Israel, which may  become downgraded to a continuous engineering site.

This short post looks at the reason that this happens.

1) Innovative people tell customers what they need.

I cannot count the number of times I have seen real creative guys kicking themselves in the ass by explaining to the potential customer how wrong they are in what they asking for, followed by an very detailed explanation of “real needs”. Routinely these companies overplay technical presales and underplay the importance of building communication based on respect for the client.

2) Innovative people misuse creativity because they cannot follow routine

Once an innovation has been cranked out, leveraging this innovation needs lots of rigour and disciplined routine to create scalability. Often, an organization that has used its creativity to develop a breakthrough will misuse this creativity to try and “reinvent” the routine necessary to scale the innovation.

It is not unfair to say that Israeli have no problem doing the impossible but have a horrible time of carrying out routine tasks. Scalability is based on disciplined repeated routine.

3) Innovative people are often very arrogant, and very hard to deal with.

And this arrogance and lack of acceptance of the limits of the human endeavour is exactly what enables the innovative mindset. Over the years I have seen some of my brightest clients wiped off the map because they knew not only  how to invent, but they also knew how to do everyone’s job better, which clearly backfires at  the stage when innovation needs to be linked to a growth platform by leveraging on someone else’s capabilities.

4) Israelis have invented great technology, yet the type of organizations which have been created is Israel not a scalable platform to leverage success. In other word, the Israelis developed technology which can be scaled, but Israeli organizational life cannot be scaled. This topic is too elaborate for this post, so I will just illustrate briefly.

  1. Israeli organizations tend to commit aggressively, yet are overly tolerant and  non-punitive, causing frequent sudden system crashes. (The implosion of the Israeli police force and IDB are good examples.)
  2. Structure, rules and processes are ignored, and in lieu of these, a “network” of relationships serves as the motor of getting things done, very similar to Chinese organizations.
  3. Israelis talk all at once, argue all the time, and the level of apparent conflict is very high….. except it is not seen as such IF you are an insider.

Thus, it is very hard for Israeli organization to go global and all so often, even after they have moved their corporate HQ address to the States, they get acquired because while the technology can be scaled,  the organization cannot be scaled as run.

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Developing Political Intelligence about an organization (revised)

In January 2014,  past year, I began a series of short posts illustrating how to get executives to  develop  better political awareness.

In a widely read post in this series, I related to a lack of systematic initiation into organizational politics, resulting in talented and motivated people losing out to folks with more political acumen.

The goal of these posts has not been to prescribe behaviour, rather to illustrate a gamut of frequently observed political behaviours, both positive and negative. It is my belief that in the same way that young kids should not learn sex from watching porn stars, neither should young managers learn organizational politics by being screwed, or by listening to some idealistic consultant or coach describe organizational life as it “should” be.

This is final post series. In this post, I will relate to 5 question that should be addressed upon entering a new organization and/or a new role.

The answers to these 5 questions provide a  guide for a street-smart “initiation” into the inevitable political web that will encountered  in all organizations post 2008.

1) Who comprises the “power elite”?  This elite may be managers, board members, assistants,  wives, mistresses, technical heroes,etc.

2) What is the dominant way that executives really get things done? It may be lobbying, looking good, overpromising, being exact, being vague, serving someone’s agenda etc..

3) What does the organization really award? It may be ass-licking, innovation, blind loyalty, conservatism, heroism, not standing out etc.

4) What is the main gap between what the organization says it does, and what it really does? For example, it says it values service, but it really emphasis low cost of service and “slogan-ism”. This is probably the most important question of all.

5)To what extent are budgeting and planning exercises real and transparent ? Many very political organizations go thru budgeting and planning as ceremonies to please stakeholders, but in reality, the plans are not real and budgeting is an anthropological ceremony.

In the political coaching that I do with my clients, I tend to focus on 5 and 2.

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Illustrative Example #4: Introducing Managers to Organizational Politics-Performance Evaluations

Ten days ago, I related to a lack of systematic initiation into organizational politics, resulting in talented and motivated people losing out to folks with more political acumen.

To put this issue in focus,I began a series of five short posts illustrating how to initiate managers for more political awareness in the post 2008 zoo.

The goal of these posts is not to prescribe behaviour, rather to illustrate a gamut of frequently observed political behaviours, both positive and negative. It is my belief that in the same way that young kids should not learn sex from watching porn stars, neither should young managers learn organizational politics by being screwed, or by listening to some idealistic consultant or coach describe organizational life as it “should” be.

This is my 4th post (of 5) in the series, and I will relate to the issue of Performance Evaluation. (PE)

1) Overtly, performance evaluation is a tool to provide feedback to staff, create a dialogue about strengths, weakness, set goals. as well as provide a context for rewards or the lack thereof. Nevertheless, market forces ant not NOT PE set the context for rewards.

2) The entire PE process has a political dimension which has little to do with its overt goals.

3) The PE process is generally controlled by HR; it is one of the very few processes which they control end to end, and thus, PE is administered with orthodoxy. The degree to which performance evaluation is administered is often seen as a sign of loyalty to HR (and the regime).

4) There are 3 versions to each Performance Evaluation. The first is what you write down on the PE form; the second is what you say to the employee; the third is what you think to yourself. There is not a lot in common between the 3 versions. 

Example: you have a lazy employee with knowledge in a legacy product that no one understands anymore. If he leaves, there is a huge gap. If he stays, you need to put up with a lot of crap. So, you think to yourself “I’m trapped”. How to exit the the trap? Write a glowing  and stellar review, and tell the employee that he is fine, with a few minor “buts.” …and think to yourself what a comedy the PE process is.

5) Each organization plays games around PE.

  • Some merely fill out the form and make nothing of it.
  • Others use it as a platform to kowtow to HR.Y
  • Yet others subvert the system.

Before doing PE, learn what game is played and how to play it. It can be a benign game when played well, and dangerous when you do not understand the rules.

6) Never ever take PE at face value nor too seriously. There is no set of relationships, at work, with kids, or with friends, which can weather a “full review” of the state of the relationship in 30 minutes. The world of relationships is not made that way.

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Illustrative Example #3: Introducing Managers to Organizational Politics-Goal Setting

At the outset of the week,  I related to a lack of systematic initiation into organizational politics, resulting in talented and motivated people losing out to folks with more political acumen.

Then, I began a series of five short posts illustrating how to initiate managers for more political awareness in the post 2008 zoo.

The goal of these posts is not to prescribe behaviour, rather to illustrate a gamut of frequently observed political behaviours, both positive and negative. It is my belief that in the same way that young kids should not learn sex from watching porn stars, neither should young managers learn organizational politics by being screwed, or by listening to some idealistic consultant or coach describe organizational life as it “should” be.

The first example dealt with committment management in over committed organizations

The second example related to managing your boss.

Once again today, I will provide illustrative examples about how managers can be politically sensitized. We will look a a few particularly Machiavellian tactics in goal setting!

1) At face value, a manager should set reasonable goals and achieve them. If the results are outstanding, he should be rewarded and if the results are not achieved, lesson should be learned and corrective action should be taken. Easy stuff.

2) Yet goal setting can first and foremost a political process and a negotiated process of managing a boss’ and the organization’s expectations of its managers.

3) In highly political organizations, goal setting probably has a political script which is quite different from the real and more “functional” script. For example, the budget “exercise” from Oct-December may be a political script written for the “street” or for worried investors and nosy analysts. The “more realistic” goals become apparent based on the real world, which often is very “detached” from the budget exercise.

4) Politically astute managers either under promise and over-deliver, or under promise-then-negotiate rather than being too realistic upfront (to prevent undue pressure), or “throw out” promises to calm the budget planners and the CEO, only to gradually slip and provide excuses.

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Illustrative Example #2: Introducing Managers to Organizational Politics

In my next to last post, I related to a lack of systematic initiation into organizational politics, resulting in talented and motivated people losing out to folks with more political acumen.

Yesterday, I began the first of five short posts illustrating how to initiate managers for more political awareness in the post 2008 zoo. The goal of these post is not to prescribe behaviour, rather to illustrate a gamut of frequently observed political behaviours, both positive and negative. It is my belief that in the same way that young kids should not learn sex from watching porn stars, neither should young managers  learn organizational politics by being screwed, or by listening to some idealistic consultant or coach describe organizational life as it “should” be.

The first example was related to a project manager named Ted in a company called 3Q. In the next four posts, I will provide illustrative examples about how managers can be politically sensitized. Today we will look a a few particularly Machiavellian tactics in managing your boss.

  • Some people find it useful to support their boss at all times, right or wrong. This helps brand an employee as fiercely loyal, which is seen as a distinct advantage in a highly political environment.
  • There are  things that your boss may not want to know, because he may feel it may implicate him. For example, if a team needs to work every weekend for the next two months, the boss may resist wanting to know. However, it make make sense in certain cases to push unwanted information to your boss to mitigate the blame than the boss’ subordinate needs to shoulder.
  • Over-involving a boss in the level of detail clearly spells out the obstacles that one is facing.  Even though NO is not being said, the expectations of the boss are “managed” more realistically.
  • Disagreeing with a boss does not necessarily need to be done directly. Common less confrontive  disagreement tactics are “yes but”, foot dragging and tacit coalition building with other more powerful people who may help.
  • Often, extremely unpopular bosses get screwed because their bitter employees merely carry out instructions. This is both a legitimate and  powerful political tactic.

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Illustrative Example of Introducing Managers to Organizational Politics

 

In my last post, I related to a lack of systematic initiation into organizational politics, resulting in talented and motivated people losing out to folks with more political acumen.

In the next five posts, I will provide illustrative examples about how managers can be politically sensitized to improve their chances of survival in the post 2008 zoo.

The first example will relate to a project manager named Ted in a company called 3Q.

3Q promises an upgrade to all its key products every three quarters; although 3Q never delivers as promised, 3Q is performing much better than its competitors.

Employee satisfaction at 3Q is very low; he atmosphere is aggressive; yet 3Q rarely fires employees and pays fairly well. Project managers have a yearly churn rate of 20% worldwide.

Ted comes from the military, where he was educated in rigorous and disciplined project management. For Ted, a commitment is a commitment is a commitment. The work at 3Q is Ted’s first exposure to project management in a non military environment.

Ted has 5 choices to manage the ludicrous commitments which have been rammed down his throat:

1) As he did in the military, in which case he will branded as a naysayer and pushed out of strategic projects.

2) Ted can agree to all commitments forced down his throat, and wait till someone else does not deliver a component  to him, and then “pass the blame”.

3) Ted can mask risks in ambiguity, so that what he says can be understood several ways. Eg, “while the goals appear aggressive, effective risk mitigation has been put in place to secure the needed focus etc.”.

4) As delivery deadlines approaches, Ted can start to very slowly expose delays and problems when he smells organizational “readiness” for more transparency,he can then ask for more time in exchange for future functionality.

5) Ted can over consult his boss or flood his boss with details,  until Ted’s boss is forced to attitudinally align with the commitment sham.

Ted chose to tell it as it is, military style; “I want to be a straight shooter; we need 5 quarters for this project”, said silly Ted. Ted was assigned to managing a minor project in supply chain, and  he left the company after 6 months.

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Initiation to Organizational Politics and Sex Education in the 1950’s

The ways and means that managers learn about organizational politics today reminds me of sex education in the late 1950’s and early 1960’s.

All my friends thought my Dad was a liberal when he gave me a Playboy magazine to “catch up” on what was not covered in the biology class in the Protestant school I attended. (Jews were then sent to Protestant or Catholic schools in Quebec). My friend’s dad  was “more radical”; he gave my buddy  $20 and told him to go down to St Lawrence Boulevard on Saturday night “to become a man”.

This archaic mode of sex education is akin to the way managers are  introduced to organizational politics nowadays . By organizational politics, I am referring to legitimate and dirty influence peddling.  Managers either get no political training, or they are taught about all about how organizations should behave!

Political skills have always been important to success, and political astuteness and flexibility are even more important since 2008, with fewer jobs are available to fewer people. Political skills in some organizations are far more important than professional knowledge/skills. The higher the rung on the ladder, the more important having these political  skills becomes. Often one looks at the top and we ask, “how did s/he get there?” Political skills are often the answer. And you may never see the top without political savvy.

By political savvy I am not merely relating to Kipnis and Pois (and others) influencing strategies. These influencing strategies are but one very small part of a whole gamut of skills which constitute political astuteness and flexibility.

Political skills include influencing strategy, communication, self promotion, coalition building, badmouthing, discrediting, word- smithing, over/under promising, social media know-how, reputation management, networking etc..

Organizational politics is not “going down to St Lawrence Blvd to get laid!” Too many bright and talented managers are pushed aside due to the lack of learn-able political skills.

I enjoy the work I do coaching managers on organizational politics and there is immediate transfer of training.

You can follow me @AllonShevat

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Today’s colonization is much more gentle. But it is colonization.

Many organization hq’ed in Europe and the West promote “open” organizational communication, the legitimacy of conflict at work, and  the importance of solving conflict expediently and moving on. These same hq’s play down the importance of not discussing issues, discretion and solving problems by ignoring them.

In many parts of Asia and the Middle East, organizational and conflicts are resolved discretely and under the radar, to prevent loss of dignity, loss of face, and/or to prevent undermining authority. Very often disputed points are ignored and never discussed, or resolved “back room” by innuendo, silence or a carrier pigeon.

Corporate values, change consultants, OD consultants and coaches promulgate a western approach to conflict resolution. This often has disastrous results. Here are a few things folks have told me.

Som from Bangkok: “I have been taught my whole life to keep my opinions to myself and control my emotions to create harmony. I used to love this company, but in the new training program, i was forced to betray myself by “resolving a conflict”  and I feel abused. I am getting out.”

Emi from Japan: “The entire staff got along very well until the recent team development exercise to develop transparency. Now that all this damage has been done, our office is very tense. They (HR and facilitators) do not understand that when we showed our anger to one another, we may never communicate well again.

Inam from Amman: As per company policy I shared some of my thoughts with my boss. I really did not want to, but HR was really riding us to be compliant with company “values” in the way we operate. I now need to look for a new job because my boss is upset.. Everything has been ruined.

Colonization often meant severed limbs, decimated local cultures and massive executions of the vanquished. Today’s colonization is much more gentle. But it is colonization. And OD is often used as the tool of beating the locals into submission.

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