A father expects their kids to do what the father think it is best for them.
A mentor expects mentees to take and embrace the advice the mentor is giving.
A manager expects direct reports to be happy with the new project the manager is about to assign.
And until we can’t let go of the expectations that others will do as we please, we can’t say we are ready to guide.
The most interesting finding in this new research by MIT Sloan is the fact that failing to promote diversity, equity, and inclusion is considered a signal of a toxic culture.
Our analysis found that the leading elements contributing to toxic cultures include failure to promote diversity, equity, and inclusion; workers feeling disrespected; and unethical behavior.
It’a no longer just a matter of being fair to others who don’t look like us, don’t think like us, don’t see the world like us.
It’s a matter of business continuity.
Wake up.
What’s the impression you leave on those who are moving on?
What will your churned customer say about the service they got?
What will the exiting employee say about your company’s culture?
What will your colleague say as they transition to the new project?
Clearly, a mismatch emerged at some point. And the way you manage that does matter.
On one side, you have two colleagues, with similar competences, juggling more or less at the same time the following tasks: client booking via phone call, client support via phone call, client data collection and entry, service delivery, invoicing, and payment collection. This is a mess.
On the other side, you have two collegues, with similar competences, alternating on their tasks more or less as follows: one does client booking via phone call, client data collection and entry, invoicing, and payment collection; the other one focuses on service delivery and client support via phone call. This is a process.
We use to think of processes as the main reason for inefficiencies and disengagement, but the right process in the right place can do wonders. And the client is the one benefitting the most.
Build enough muscles so that you can always be in a position to defuse.
Be the first one to take responsibility and to say I am sorry in every argument, no matter if it’s trivial or crucial. Even when you think you are right, make it so you will own the fact the relationship is cracking.
That’s a sure way to get unstuck.
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