CELEBRATING OUR VETERANS

Veteran’s Day at The Gunter Group is pretty special. You see, 16% of our current employees are veterans so odds are good we have a front row seat for the incredible skills and experience they bring to their work as management consultants. When we say, “Thank you for your service,” to our friends and colleagues, we could just as easily be referencing their most recent success with a client or how they stepped up to lend a hand with our last project.

If we include military spouses, our percent of military-connected employees jumps to 22%. Several of us, like myself have direct experience as contractors for the military. In my case, I spent a summer living and working on a navy base in Italy years ago, directing programs for military families. Years later I provided career coaching for veterans and consulted for universities on how to tailor support services to meet the unique needs of military-connected students.

When we include all of the above military experience and affiliation, 27% of our organization has direct, first-hand experience with the United States Armed Forces, and that doesn’t include employees who grew up in military families!

This week, three of our veteran employees will join a panel at Portland State University to share how their military experience prepared them for various roles as consultants across multiple industries. At The Gunter Group, we know that diverse backgrounds, experiences, and perspectives make us better as an organization. Hiring talent from less “traditional” consulting backgrounds has always been a priority for us (e.g., I represent one of two former archaeologists among our ranks!), and we have actively recruited veterans from our beginning in 2011. 

We’ve learned veterans are uniquely suited for the work we do. From operating on imperfect information and having to improvise to solve a wide range of problems in changing conditions to showing up with the utmost integrity, grounded confidence, and the rest of our non-negotiables, in every situation. Veterans have much to offer the business world and they are among some of our most successful employees.

Part of our motivation for continuing to grow our business is that it allows us to provide opportunities for those who have served to apply all that they’ve learned to work in the civilian world. By reaching out to our local community, mentoring other veterans to translate their military experience, we hope to see more veterans join The Gunter Group. We also promote military-friendly practices among our clients. It’s not only serving those who serve but it’s really good for business.

THE WORLD NEEDS GOOD CHANGE MANAGERS

Ebola broke out in Congo last summer for the 10th time in 43 years. Doctors had a powerful toolkit for fighting the disease, but without change management their efforts would have had little success. 

Doctors in Goma Use Change Management to Save Lives

This summer, an outbreak of Ebola raged through the Congo. On July 14th, the first case was diagnosed in Goma, one of the largest cities and transit centers in the Democratic Republic of the Congo. The World Health Organization declared the outbreak an international public health emergency, and the response was an influx of funds, resources, and health workers.

NPR describes what came next. Citizens of Goma “threw rocks at health workers, suspicious that they were profiting off the response… They barricaded roads; they refused to wash their hands.” This was the same response health workers received in the countryside, but in a city of 2 million the stakes were far higher. 

Here’s the thing: in the past couple years, scientists have made significant advances in the treatment and prevention of Ebola. In addition to two new treatments, an experimental vaccine looks to be highly effective. The last outbreak in the Congo was contained in a matter of months. Health workers had all the tools they needed to stop the outbreak, except for cooperation from the people in need of treatment.

Enter change management, stage left. Prosci, an international leader in change management training, lists 7 best practices:

— Mobilize an active and visible executive sponsor
— Dedicate change management resources
— Apply a structured change management approach
— Engage with employees and encourage their participation
— Communicate frequently and openly
— Integrate and engage with project management
— Engage with middle managers

To foster cooperation with the people of Goma, health workers embraced these best practices. “They went deep into the neighborhoods, explaining the disease and the treatments. They talked to leaders. They convinced more than 1,000 people to take an experimental vaccine.” Within months, they were able to control the outbreak in Goma. 

With sponsorship by the WHO, health workers were able to dedicate adequate resources to the problem. They then engaged with the community and developed advocates for change. They communicated with citizens, educating them on the disease and the treatments. In doing so, they were able to build momentum and encourage enough people to receive the vaccine.

Health workers used change management to provide life-saving interventions to a community that was resistant to change, potentially saving millions. Change management is well-worth our attention. 

Change Management: How Did We Get Here? 

The field of change management is young but complex. How did we get here? It will help to briefly travel back in time to understand the foundations of the formalized practices that flourish today.

Rooted in Psychology

Change management has roots in the study of human behavior. The intellectual beginnings trace to the early 1900’s, into the work of the anthropologist Arnold van Gennep. When looking at rites of passage in different cultures, Gennep began to notice common behaviors. 

Even though he was looking at a variety of different cultures, he noticed that there were three overall states that ran common in the experience of social change. The first state was a “pre-liminal” stage, where the coming change was acknowledged and prepared for by the community. 

The middle state was the “liminal” stage, which he defined as a threshold of ambiguity and disorientation. Change managers everywhere will chuckle at the accuracy of adjectives like “ambiguity” and “disorientation” when describing the liminality of change. 

The final state in a rite of passage was “post-liminal,” where the transition in status was recognized and normalized in the community. Across cultures and belief systems, Gennep was able to identify these common movements in the human experience of change. 

By the mid-20th century, when psychology began to blossom into a robust and complex discipline of study, Gennep’s three states gained popularity. In the 1940’s, Kurt Lewin became a pioneer in social and organizational psychology by turning his attention to understanding change.  Lewin borrowed from Gennep’s structure and described a three step process for change: unfreezing, changing, and refreezing.

Business Consulting & Change Management: A Love Story

There was some academic buzz from several sources in the years following Lewin’s work, but no substantial leap from psychology to business had yet been made. This changed in 1982, when a consultant at McKinsey named Julien Phillips published an article in the journal Human Resource Management. 

In his article, Phillips introduced a model for organizational change management specifically designed with businesses in mind. His model defines four steps that were intended to build momentum for change within an organization: creating a sense of concern, developing a specific commitment to change, pushing for major change, and reinforcing the new course of action. 

In the years following, change management took off. Books were published; articles became more frequent; new models were advanced. Businesses were in need of assistance with change, and consultants pursued thought leadership that would help address this need and grow their business. Peters, Waterman, Kotter, and dozens more developed robust philosophies and methods for change, and organizations bought in and helped the field to grow.

Today, there are as many models for change management as there are consulting organizations. Looking for a 4 step process? Try PDCA. Interested in 5 steps? Try ADKAR. How about a 6 step approach? Try Pulse. Need more? Try Kotter’s 8 Steps, or Prosci’s 9 Steps. There are symposiums and communities of practice such as Prosci and ACMP; and naturally a veritable cornucopia of certifications abound. Change management is so saturated with models and approaches that some even try to push “beyond change management,” whatever that means. 

100 Frameworks, 1 Idea

The Gunter Group does not subscribe to any one framework. Our clients are too unique for a single set of steps to be the answer. We proudly proclaim ourselves to be “methodologically agnostic,” much more interested in understanding the organization than blindly peddling a process that fails to fit the people it is meant to help. 

That is not to say that we don’t know the methods. Our consultants have expertise in Prosci and ADKAR; we are trained in Six Sigma; we attend local ACMP events. We do not, however, learn a method to become disciples. Rather, we expose ourselves to frameworks and study methodological vocabulary to leverage those aspects of the frameworks that might be helpful for our work. Our clients appreciate a tailored approach that is grounded in the best practices of 100 frameworks.

This approach to consulting reveals something obvious: all change management methods are basically the same. Decades of scholarship and praxis have not changed the core phases of change, and wisdom that dates back a century still lies at the heart of responsible change. There are 3 basic phases in change (before, during, and after), and every change management framework simply iterates on the approach taken within those three phases.

So what runs common throughout all change management? What activities should you keep in mind as you tailor the process to your specific organization? We’ll run through the basics below.

Step 1: Pre-Change

Change is coming. Perhaps it is a changing regulation, a new technology, an upcoming merger, or a poor quarterly report; whatever the reason, you see change on the horizon and understand that preparation should naturally precede. Though the various frameworks approach this preparation differently, three key activities take place during pre-change: analysis, planning, and influencing.

Analysis comes first. Before you can plan for change, you have to understand the people and processes that will be impacted. Who will be your champions, sponsors, and resistors? Helpful tools for this phase include stakeholder matrices, process maps, and change impact assessments. The change manager must also understand the change itself. Without a powerful grasp on the “why” that is causing the change, planning and execution will absolutely fall short. 

Plans come next. Change management often occurs somewhere between an intersection of strategy, people, and execution, and planning is the bridge that brings these three elements into alignment. This includes planning  for the change itself, communication that will accompany the change, and the training that will make the change possible. 

Influencing should follow. ADKAR describes this as fostering awareness and desire. Prosci speaks of sponsors and champions. Others schools of thought suggest using concepts like vision or need, and still others recommend introducing guilt and anxiety. We have found that a cocktail of all these approaches is usually the best way forward.

Step 2: Change

You’ve spent time interviewing stakeholders, mapping processes, and planning training sessions; now it’s time to introduce the change. This is messy, confusing, and difficult for the people impacted so change managers often rely most heavily on a methodology in this phase. However, mid-change is where a generalist approach could be most advantageous, adapting to the ongoing needs of the situation. There are four activities that always occur in any well-managed change approach: communication, training, changing, and reinforcement.

The most important activity surrounding change is communication. This is where you lean heavily on the results of your analyses. You know who needs communication, what they need to hear, and how it will affect their work flow. Armed with this information, you can plan accordingly, communicating the upcoming movements to the right people, early and often.

Another helpful activity is training. This often goes hand-in-hand with communication, and is best when designed from the viewpoint of those impacted. Recent developments of tools such as Human Centered Design help maximize the value of training.

At a certain point, the change will happen. Kotter recommends an approach of small-slicing the change to create short term wins, but often the change manager is not the one driving the project timeline. When it comes to go-lives, change managers serve a thousand roles. They become SME’s for elements of the change impact; they serve as blockers attempting to remove obstacles from stakeholders; they act as cheerleaders or bulldogs, whatever is called for in the moment. 

As change occurs, another important activity is reinforcement. This activity truly begins in pre-change and extends through the end of post-change, but it becomes extremely important in the midst of the change. There are approaches coming out of organizational psychology that can be helpful here, such as Vroom’s Theory of Motivation, McClellan’s Theory of Three Needs, or McGregor’s Theory X and Theory Y.

Step 3: Post-Change

Follow-through is a must. As Gennep would say: the new status must be confirmed and the change must be reincorporated as the new norm. This is done a little differently in each framework, but necessary activities include reinforcement and reanalysis. 

As said above, reinforcement is heavily featured in post-change activities. The goal is longevity, driving the change through ongoing champions and dwindling resistance. Success is celebrated, momentum is reinforced, and improvements are consolidated. Through these activities, the new order is anchored in behavior.

One often-forgotten activity that takes place after the change occurs is reanalysis. Throughout this whole process, you’ve generated a mountain of information, from stakeholder input to process metrics. Current-state assessments performed before, during, and after the change are a great way to analyze that information, evaluating the effect of the change. 

Let’s go back to Ebola in Goma. Upon review, we can find the three stages of change management in this case study. In advance of providing saving care, health workers analyzed the neighborhoods they would need to enter, planned ways to connect people with treatments, and influenced communities by winning over their leaders. They communicated the need and effect of the cure, trained communities to embrace treatment through a successful pilot of an experimental vaccine, and built momentum for changing attitudes. After change began to take effect, their efforts were reinforced by positive clinical outcomes and they reanalyzed future need for treatment with ongoing screenings. 

Change management is the study of human behavior. Human beings hate change, yet change is unavoidable. As professionals in change management, we bring a people-centered approach to our work.  This is undeniably good for business, as evidenced by a flourishing market of change management consultants and frameworks. But often the stakes of change management are higher than the bottom line, and the WHO’s heroic efforts in Goma are a testament to that.

THE ADVENTURES OF A GENERALIST

Birds of a feather flock together. 
Like seeks like.
You are known by the company you keep.

How do sayings like these burn themselves into our brains? It helps that they’re short and pithy, but I don’t think that’s the only reason. Perhaps a statement like “birds of a feather” has power because it’s true. And what truth lies beneath the cliches above? It matters who your friends are.

There’s plenty of science to back this up. A number of studies expand on the concept of homophily (coming from the Greek for “love of what’s similar”). Study after study shows that we seek out, consciously or subconsciously, people who are like us. And even when we differ from those around us, we start to mold our actions to be more like them. The people we spend our time with will influence our opinions, speech, music preferences, and even our health. 

All these studies point in one direction: the people around you literally help shape you into the person you are, and the person you will be tomorrow. 

It really does matter who your friends are. 

Looking at how a person spends their time will tell you a lot about that person. If I spend my evenings on hiking trails and in softball leagues, you would call me an athlete. If I get home from work most days and sit down at the piano for several hours of practice, you would call me a musician. If I head to the mountains every weekend with skis strapped to the top of my car, you would describe me as an avid skier. 

But what if I do all of these things? What if I spend my evenings and weekends doing all sorts of activities that don’t have very much in common? What would you call me in that case? 

You can call me a generalist. 

A Generalist Fits Everything Into a Day’s Work

At TGG, we’re generalists. Our consultants come from different backgrounds: some come from healthcare or finance, others come straight from the military or academia. My own background includes a 6 year chunk of time in the seminary. Every consultant at TGG has a unique background, and we bring these backgrounds to our work, no matter the client or industry. 

TGG also houses a diverse set of perspectives and approaches to business environments. We aren’t just project managers or data analysts; we do these things with a holistic perspective, one that spans industries, business cycles, and clients. 

Here’s an example. A client in healthcare might hire us to perform the work of a business analyst, collecting requirements and mapping processes for a new service offering. The person we place, however, is never just a business analyst. We provide someone who also has experience in change management or project delivery. The client benefits from having a generalist instead of a specialist, because the result (such as requirements gathering, in our example) is better tailored toward successful delivery. We perform work within context, bringing together lessons we have learned in a variety of environments to maximize the value of our present work. 

Generalists excel in all environments without having to master them. At TGG, we cultivate individuals who can thrive in ambiguity, rather than in any one particular familiar system. And the way we spend our time after the work day has a big effect on how we do that well. 

A Generalist Networks Broadly

You can tell a generalist by the shape of their calendar. As a case study, let’s take a quick look at mine. 

Over the past few weeks, my calendar shows a rather adventurous exploration of topics. This is the story of a generalist. Outside of working hours, I’ve had a number of networking events crammed into the margins. Here are a few examples: 

A few weeks ago, I attended a lecture on artificial intelligence in medicine. My colleagues and I have recently been working on articulating the impact of AI on the future of business, and were excited for the chance to reflect on advances in AI and machine learning in the healthcare industry. 

A week later, you could find me drinking coffee with change managers and discussing ways to use change management as a tool to better serve strategic planning by business leaders. Consultants in our People Practice have recently been synthesizing varying perspectives on change management to identify the key phases and activities that all good change management engagements must include (look out for a thought leadership piece on our blog soon!). This was a great chance for us to carry this conversation into a community of change management practitioners. 

A few days after that, I spent my evening at a talk by Kevin Ciccotti on the topic of how good leadership inspires good work. After Kevin finished speaking, I sat at a table with professional mentors, small business leaders, product owners, and project managers and discussed how we could put Kevin’s words into practice in our various industries and positions. Conversations like this spill into all the work that I do as a TGG consultant. 

Two days later, I swung by an early morning roundtable discussion on project management in manufacturing environments. Everyone in the room had experience leading projects, and we went around the room for an hour asking questions and sharing advice about how to make projects better. At TGG we recently created an internal bank of resources to help our consultants who are managing projects; roundtable discussions like these are a good way for us to test drive our resources with a group of experienced practitioners. 

Artificial intelligence. Change management. Strategic planning. Reflecting on Leadership. Project management. Why all these different things in one month? Because that’s just what we do at TGG. We specialize in quickly immersing ourselves into new contexts, bringing in a new perspective that adds value to the system. 

Our time inside and outside of the work day is an adventure. We get to learn about a hundred different topics and thrill at the chance to make connections between them. This enables us to bring a broad, integrated perspective to our work. 

At TGG our success comes from schedules like mine. It matters who you talk to. As generalists we talk to everyone. Spending our time like this helps to form us–speaking with such a wide array of professionals and therefore, helps shape who we are.

Interested in learning more about the life of a generalist? Check out this book on the subject. Want to hear more about how our generalist approach benefits our clients? Check out a couple case studies of how we successfully bring a broad perspective to our clients’ challenges.

SITUATIONAL LEADERSHIP

“In the past, a leader was a boss. Today’s leaders can no longer lead solely based on positional power.”

– Ken Blanchard

Our understanding of leadership must continually evolve to remain relevant and impactful in today’s business climate. One method of leadership that develops an ability to meet the ever-changing needs of an organization and its employees is called Situational Leadership.

Situational Leadership is adaptive, flexible, weighs variables, and provides us with the tools to best suit our current circumstances and meet our desired goals. A leader who is capable of this approach will embody the following five characteristics (1):

1) Insight: A Situational Leader understands the needs of their employees, then adjusts their leadership style to meet those needs.

2) Flexibility: A Situational Leader moves seamlessly from one leadership style to another to meet current demands.

3) Trust: A Situational Leader gains the trust and confidence of their employees.

4) Problem Solving: A Situational Leader solves problems using the most applicable leadership style for the current challenge they are facing.

5) Coach: A Situational Leader is capable of evaluating the maturity and competence of their employees and then applies the best strategy to enhance their employees’ skill sets and goals.

Two researchers, Paul Hersey and Ken Blanchard, developed the Situational Leadership model during the mid-1970s and subsequently developed separate, revised models. The underlying concepts of their models focus on adaptive leadership styles tailored to a group’s maturity/developmental level.

Pictured below is a graphic, combining elements from the Hersey-Blanchard Situational Leadership Theory and Blanchard’s revised Situational Leadership Theory II. It depicts four leadership styles on a supportive/directive scale, based on the developmental level of those being led: Delegating, Supporting, Coaching, and Directing.

Next, let’s discuss situational factors to consider when determining the best leadership style to use (2).

Begin by considering interpersonal factors. For example, a group lacking in efficiency and productivity might benefit from a style emphasizing direction, organization, and clearly defined roles. On the other hand, a highly productive group might benefit from a more democratic style allowing greater independence and input in decision making.

Secondly, you should consider the actual task at hand. A Situational Leader needs to have a clear idea of what a task entails to successfully guide a team or employee to accomplish it. This may seem like an obvious point, but it is not uncommon for a leader to lack the appropriate understanding of what’s required to complete a particular task/project, leaving a major gap in their ability to lead effectively.

Thirdly, consider the maturity levels of each individual based on ability and willingness. For example, assigning a project to a member who is willing but lacks the appropriate ability level is a recipe for failure (and vice versa). This is why the developmental levels were a key element of the Hersey-Blanchard theories.

And lastly, consider the situation you’re facing—hence, situational leadership theories. There are also instances when the situation itself will override all of the above factors. To help us visualize this, we overlaid the graphic below with some situational examples:

If there were an innovative change occurring in your organization, you may want to use a Delegating approach to encourage idea generation and collaborative teamwork. An interpersonal conflict may be best served by a Supporting approach, offering a high level of support but low amount of directives. A major reorganization prompting new processes/structure may call for a Coaching style with high support and high directives to guide your team through the changes. A major crisis would require you to immediately default to a Directing approach, overriding all other situational factors.

An additional Situational Leadership style that is helpful to use or combine with the Hersey-Blanchard model is called the Just Ask leadership approach (3). The Just Ask approach uses questions to increase alignment, engagement and accountability. It’s best used when working with a group of varying abilities or if you’re unsure about an individual’s ability.

The Just Ask approach requires comfort in not knowing. Leaders often find it difficult to allow their team to work through situations instead of just providing the answers for them. This approach is a great tool to release an answer-providing habit and learn how to ask more questions to guide your team to their own solutions.

There are four styles of questioning in the Just Ask approach: Professor, Judge, Innovator, and Director. The Professor style is best used to generate ideas, build understanding, and expand insight. The Judge style is most helpful when analyzing and prioritizing ideas, reaching decisions, and focusing on shared understanding. The Innovator style is helpful when exploring new directions, identifying opportunities, improving current methods, and rallying a team. The Director style is best used when implementing a plan, focusing your team to get specific results, and to spark action.

Here are some sample questions:

Ultimately, the key learning to take away from Situational Leadership approaches is that is a necessity in today’s business landscapes. By adding to our leadership skills toolbox, we can continue to grow in our own abilities and encourage our employees’ growth in the process. This will, in turn, promote growth and innovation in our teams and organizations.

References:

(1)–https://online.stu.edu/situational-leadership/

(2)–https://www.verywellmind.com/what-is-the-situational-theory-of-leadership-2795321

(3)–https://iveybusinessjournal.com/publication/just-ask-leadership-why-great-managers-always-ask-the-right-questions/

Interested in what we have to say? Check out our article on Employee Engagement.

Ashleigh partners with her clients to solve their most challenging problems. Her practice focuses on the intersection between strategy and people. She has deep experience in strategy development and implementation of key strategies, organizational design, executive coaching and change management. Ashleigh combines her experience, an understanding of organizational culture and a practical mindset to meet her clients’ needs.

USING AN ARCHEOLOGICAL APPROACH TO DELIVER TRANSFORMATIONAL DATA ANALYSIS

Archeologists seek to understand human behavior through stuff – physical stuff. These artifacts of human existence are often ravaged by time, leaving the subtlest of clues for us to examine. Without context, archaeologists piece together the puzzle and hypothesize why humans of the past made certain decisions and how they interacted with each other and their environment.

As a former archaeologist, I’ve transitioned from the academic world into management consulting. At first glance, the two may seem unrelated but I’ve discovered that my background gives me a unique perspective and a surprisingly transferable skill set. I certainly know my way around a transected excavation pit and a trowel, but the skills I’m talking about are more akin to business intelligence, behavior science, and organizational development. Additionally, the academic discipline itself, like most in the liberal arts, provided an incredibly strong interdisciplinary education and honed my ability to learn new things and synthesize complex data quickly.

Archaeological education, training, fieldwork, and research commonly incorporate a wide range of disciplines, from botany and geology to sociology and economics. One day I might read a dense medical journal and the next study climate data, all while making novel connections to illuminate meaningful patterns. By now, I’m sure you can see how this would translate to a more corporate setting where business analysts, data scientists, and market strategists regularly flex the same muscles. What I love most about consulting is taking these insights and the scientific method and turning them into action so clients can better predict, understand, and adapt to their customers’ behavior.

For example, I recently helped a client understand how wait times impacted the customer experience and subsequent loyalty. Their assumption was that lower volume would reduce wait time thereby increasing volume again. I rolled up my sleeves to excavate their data and find out if this proved true. It turned out to be more complicated than that so I dug deeper to uncover the sweet spot at which wait times, volume, and customer loyalty could work in harmony to optimize results.

Such a dynamic situation can be difficult to articulate so I leveraged a commonly used framework developed by in-depth ecological research: the predator/prey model. When applied to the above business scenario, our analysis revealed a pattern that led us to actionable insights. We determined the retail equivalent of “ecosystem equilibrium” which indicated an ideal range for how long customers could be kept waiting without negatively impacting loyalty. We are currently testing our hypothesis of the maximum theoretical wait time in the real world. By engineering specific wait times, they will be able to collect additional data which will then be fed back into our model and drive continuous improvement.

Another recent example of archaeological expertise adapted to the business world comes from our work with a large retailer. This client was puzzled as to why one location showed double the sales compared to another only a mile away. Customer profiles, inventory, staffing, etc. were all so similar so why the disparity? 

For this scenario, I invoked another scientific model: least cost pathways. The least cost pathways model essentially helps us determine the path of least resistance using weighted costs associated with various routes. In archaeology, this model might help explain seemingly odd trade patterns or dietary choices. In a modern business scenario, the same approach can be used to map human movement, both physical and virtual, and optimize location of brick-and-mortar stores, button placement on a website, or product placement on a shelf. 

Through this lens, our analysis revealed that the under performing store required a U-turn and a left hand turn across four lanes of traffic. Meanwhile, the other store required only an easy right hand turn off a freeway entrance. Given this information, which location would you choose to do your shopping? Suddenly customer behavior made complete sense and store managers were able to direct their attention to the right issues and avoid unnecessary time and expense trying to solve the wrong problem. Going forward, executives have revised their strategy for key real estate and business decisions to incorporate these insights and avoid costly mistakes.

The potential of data analysis, especially in this age of “big data,” is immense but it’s important to use appropriate models to help explain that data and to ask the right questions in the first place. By thinking like an archeologist and working like a data scientist, I’m able to solve puzzles that save clients time and money.

TGG LEVELS-UP TECH PRACTICE

Gunter Group consultants converged on the Portland area last weekend to attend a 16-hour 2-day training on agile. The course, provided by industry leader Rod Claar, included a deep dive into agile best practices and featured hands-on learning experiences. 

Participants learned the fundamentals of agile project management, especially with regard to the rules and roles of Scrum. This course positions TGG to continue providing the best possible service to our clients, by helping us to integrate proven best-practices with the experience many of us already have in agile environments. 

What did you do with your weekend?

Part of a Larger Growth:

Half of TGG consultants in the field are trained or experienced in agile, as of last weekend’s course. This class was one of many steps made by TGG to grow its expertise in technology. 

Over the past several years, we have seen technology become an important part of every aspect of business. More than 90% of employees in the US use the internet to do their job in some way, which means that IT isn’t just a single department in your business. Technology permeates every aspect of your business, from your customer-facing sales tech to your enterprise resource planning solution. 

Tech Practice Lead Matt Jamison spoke about this just last month in a thought article about the transformation that agile is undergoing in the business world. Modern agile methodologies, now more than 3 decades old in American business practice, are starting to see widespread adoption by organizations of every size. 

Jamison believes that agile will begin to change as more and more non-software teams embrace iterative project systems. TGG consultants are committed to integrating their consulting experience with industry-tested methods for proper tech strategy and methods. 

Included in this commitment is our new service: Agile Methods in Business. We blend our experience in agile environments with quality training and development (like last weekend), all with the goal of helping our clients select the aspects of small-team structure and iterative planning that best fit their situation. 

TGG offers these services in the Portland, Bend, Reno, and Sacramento areas. If you could benefit from consulting services in your agile practice, or need help implementing agile best-practices in your team, reach out today to start a conversation! 

EMPLOYEE ENGAGEMENT

By Ashleigh Gunter, Managing Partner, and Laura Magrone, Consultant at The Gunter Group.  

If you could improve your company’s profits by 21%, reduce attrition by 24% to 59%, and improve your employees’ morale—all without significant cash outflow or investment—would you do it (1)? It is doubtful anyone would answer no to the above question, although that is what many are essentially doing when they don’t make employee engagement a priority in their organization.

Employee engagement extends far beyond simply measuring employee satisfaction; it can be defined as a measure of employee commitment to the organization, which drives company performance and outcomes. It is the act of including all employees in a conversation about what would make your organization better and then including each and every one of them in an action plan to drive changes.  This is a proven effective approach for organizations of all sizes.

Business outcomes are directly impacted by employee engagement and are a key driver for implementing an employee engagement program. In an analysis completed by Gallup, a popular vendor for employee engagement surveys, results revealed that groups with higher employee engagement ratings significantly outperformed groups with lower ratings on crucial performance outcomes, including decreased turnover rates (2).

Establishing an Employee Engagement Program

Once you’ve decided to embark on improving employee engagement, you need to first consider how you will measure engagement. There are a wide variety of tools and vendors you can use, ranging from self-administered surveys to integrated platforms with extensive consulting support. If you choose to create your own and use something straightforward like SurveyMonkey, keep your survey simple. We recommend using publically available engagement questions rather than trying to develop new questions on your own. This will save you the time and effort of figuring out how to ask the right questions.

The Gallup organization has spent years developing the science around employee engagement. After millions of surveys, interviews, and significant in-depth analysis, they devised 12 statements as the key drivers of employee engagement. In the book 12: The Elements of Great Managing, Rodd Wagner and James K. Harter, Ph.D. describe these elements in detail. Here they are at a glance:

The 12 elements can be categorized based on four key areas: Basic Needs, Management Support, Teamwork, and Growth. These must be viewed as foundational. Basic Needs must be met before shifting to Management Support. Management Support must be solid before focusing on Teamwork, and so on. When using an engagement survey provided by Gallup, the results include these 12 elements and are helpful in honing focus areas to ensure your employees’ needs are being met.

If you choose to engage with a vendor that provides an engagement survey tool or provides a package of tools and consulting services, make your selections based on the availability of benchmark comparisons, confidentiality, cost-effectiveness, ability to view segmented results (department, tenure, function), and flexibility of question format. Take time to carefully consider these criteria and select something that will work for your organization in the long-term.

After selecting a tool/vendor, you should determine an effective communication strategy to launch the program, ensuring employees know why, how, what, and when the program is happening. Participation is critical. If you only get a small percentage of your organization to respond to the survey, you won’t have meaningful data. Too often, only the employees who are really unhappy or are really happy end up responding, leaving the employer with an inaccurate view of true engagement across the company. It is okay to provide incentives to encourage employees to participate in the survey. It is not okay for managers to tell employees that they have to take the survey. We’ll review more common pitfalls when implementing an employee engagement program below.

Once the results are received back from your employees, it’s time to get to work! Most employers make the mistake of assuming that they should take the results of the survey and ‘fix things’ for their employees. However, what we find is that this leader-led approach doesn’t improve engagement. What actually improves engagement is including all employees in the process of reviewing the results and making a commitment to change one item in each work group and then following through on that commitment. For instance, one of the clients I work with had a team who worked through how to improve vacation coverage for one another. The approach provided a softer re-entry to work and enabled employees to enjoy their vacations more and not stress too much about coming back. This led to increased engagement within the team and was a win for all involved.

While this approach sounds easy, it still requires very clear communication to employees and good engagement meeting facilitation. When employees review engagement results, they often want to focus on what they cannot control. For instance, “If I just got paid more, I would be so much more engaged” or “If I had five more days of vacation each year, things would be so much better.” The leader in the conversation must focus the discussion on what your team can change rather than what the team wishes the leadership would change. Once they can land on a specific thing to change, then the team needs to collectively commit to an improvement plan and determine how best to track and report progress against it. Don’t forget to share your results with others so that successful ideas can be replicated across the organization when appropriate. Sharing results also builds momentum and motivation to continue building on your employee engagement program. 

There are some common pitfalls many organizations encounter which can undermine an entire employee engagement program. They are (3):

Lack of trust in confidentiality. Employees will not answer questions honestly if they aren’t confident that their answers will be confidential. Once confidentiality is compromised, it’s very difficult to rebuild trust in a survey. This often occurs when management attempts to determine by process of elimination how employees responded.

Lack of transparency. If scores come back low, an honest conversation is necessary—don’t just gloss over the low scores for fear of adversely affecting morale or to avoid difficult conversations. Focusing on problem areas and developing an action plan to address them will yield the greatest results. 

Preferring high scores to honest feedback. Treat low scores as an opportunity for improvement and encourage employees to provide honest feedback without fear of repercussion.

Measuring managers by their scores. This can have a two-fold effect. Managers may pressure their employees to respond favorably in an employee engagement survey leading to skewed results. Alternatively, employees may not answer questions honestly for fear of negatively impacting their manager’s success. 

Poor change management. If you don’t explain the survey and provide enough support to ensure managers are able to have honest conversations with their teams about the survey results, the activity becomes more of a ‘check the box’ than an opportunity for understanding and greater engagement. Be sure to take the time to prepare the entire organization for the process—in particular, the management team, who will need to facilitate the conversations with their teams.

Delayed communication. Survey results should be reviewed and an action plan should be developed as soon as possible. If there is substantial lag time between the survey and results, the engagement program becomes distant and possibly even forgotten.

Executive involvement. The most successful employee engagement programs are championed by senior leaders who promote accountability and follow-through. However, executives CANNOT decide that they will respond to the survey to fix everything, ultimately taking control from the employee population for improving the engagement.

In an engaged environment, employees are not only excited to come to work, but are committed to driving toward business goals. They take pride not only in being part of a great team, but in contributing to the success of the business. They are empowered to use their strengths to shine and are energized by doing so. It requires committed leadership and an openness and humility to evaluate yourself and your organization’s growth opportunities. Making employee engagement a priority provides amazing possibilities for improvements both for your employees and your organization as a whole.

References:

1 – https://www.gallup.com/workplace/236366/right-culture-not-employee-satisfaction.aspx 

2 – http://news.gallup.com/businessjournal/163130/employee-engagement-drives-growth.aspx

3 – https://www.qualtrics.com/uk/experience-management/employee/engagement/pitfalls-to-avoid/