Except for people providing essential services and a few idiots, most of us are in the second week of self-isolation due to COVID-19. Whether it’s lock down, shutdown, quarantine or social distancing, scads of people are now working from home. Nobody knows for how long.
As businesses scramble to get set up with communication and collaboration tech tools to keep the wheels of industry turning, I thought I’d write a series of posts to share what I’ve learned in 26 years of working, teaching and learning from a computer connection.
THIS IS NOT NORMAL TELEWORKING
The first thing to remember is that, night now, we’re working from home as a result of a pandemic. Anything that anyone, including me, tells you about their past teleworking experiences needs to be viewed through a lens of “this ain’t normal.” This is not an experiment. We’re not doing this to save money or travel time. We’re trying to slow the spread of a deadly virus. Government health departments and, in some places, uniformed officers, are telling us to stay at home, for our own sake and that of others. People are, justifiably, distracted and concerned and that will affect everything they do.
Any organization that thinks people working from home will produce the same amount and quality of work as they did in the office is in Fantasy Land. In normal times, there’s a productivity drop, at first, as people sort out the procedures and processes involved in teleworking. In normal times, they’re not working with concern for their health, their loved ones, their jobs, the economy and the food supply. Lower your expectations. (This applies whether you are the boss or an employee.)
THE BIG IDEA
Remember you’re dealing with humans. Tools and processes matter but, despite what the vendors claim, they’re not the key to working at home. What matters is human connection. We’re a social species. Even when our work can be done solo, it’s important for us to know we’re working together, part of something bigger.
I was part of a team that started working from home in the early 1990s. As teleworking pioneers, our tools were lousy, by today’s standards – PCs on modem dial-up to a LAN/WAN, IBM’s chat tool, no email, no Internet, no printers, and the ability to call into a teleconference line. As we quickly learned, the tools were not going to be the key to success.
We made being remote work through reaching out to each other. We used that conference line for a quick early morning meeting to check in with each other and synchronize our work. (Agilists will recognize this as a virtual stand-up.) We used the chat system to share personal news, vent frustration, celebrate milestones, post dumb jokes. (This was before the era of cat photos.)
As managers, my boss and I felt we had a responsibility to keep people connected to each other and to the organization. He and I chatted every morning – a virtual coffee break. I did the same with my team in the afternoon. We made it very clear, by the nature of the conversation, that we were checking in, not checking up. This was critical in our time of change. It’s more critical, today, as people deal with additional burden of uncertainty and worry caused by the pandemic.
Invite your team to design its own ways of staying in touch and keeping the human connection going. Keep activities optional. Not everyone wants to attend a Zoom Happy Hour.
All forms of communication become critically important when you are not face-to-face. The illustration to the right shows what communication professionals call “media richness.” We get the most information from a face-to-face discussion. (I currently believe there’s an even higher level – face-to-face with a whiteboard. But that’s a topic for another day.) The least info is conveyed by a poster or mass mailing.
When we’re together, we don’t rely on words, alone, to convey our meaning and intent. We have tone, body language, pace, intensity, volume. When we have only words, such as when we’re sending a text or an email, we must be careful about our choice of words. You’re not just responsible for the message you send; you’re responsible for the way it’s received. Be sure your intent and meaning are clear.
Give everything a “tone check” before you hit [Send]. And don’t rely on emojis to convey your tone. Your cute little grin may not travel well across platforms and applications. Instead, be conscious of your words and explain your meaning clearly.
You may recall that inside your mobile phone, there’s an actual phone. A call may not be as effective as a face-to-face conversation, but it’s kilometers ahead of anything you can write and probably a lot faster. Whatever method you use to communicate, your investment of time and effort in being clear will avoid misunderstanding, speculation and all the ugliness that can accompany them.
Up next: Teleworking tools
Coming soon: Distractions, staying sane, online training.
“Running good meetings is THE most important thing we do. I can’t understand why more people don’t understand that.”
So says a Scrum Master (and wise colleague) I spoke with recently. I was explaining (OK, complaining) that I can fill a coaching course in a few days, but there seems to be less appetite for facilitation workshops. And why would that be so?
“Maybe nobody knows what facilitation is,” said my friend. “Could you rebrand it?”
HARNESS THE POWER OF THE GROUP
If team or group members have to set direction, make decisions, plan collaborative action, solve a problem or sort out an issue, someone trained in facilitation is a huge help. Good facilitators know how to create conditions where people can share ideas, express opinions and discuss them in a productive way. Facilitators develop and follow a process that encourages participation, discovery, discussion, deliberation and good decisions. In short, good facilitation helps people think better together.
As the role of leaders and managers evolves from giving directions to setting direction, and from taking control to giving control, these skills become increasingly important. A facilitative leader can harness the power of the group.
A facilitator helps a group free itself from internal obstacles so a meeting’s desired outcome can be pursued efficiently and effectively. Chinese philosopher Lao-Tse described this, over 2,400 years ago. “A good leader is best when people barely know that he leads. A good leader talks little, but when the work is done, the aim fulfilled, all others will say, ‘We did this ourselves.’ “
In a more recent century, Tom Kayser wrote in his book, Mining Group Gold, “In the purest sense, when wearing the ‘facilitator’s hat,’ an individual acts as a neutral servant of the people. By that I mean that the person focuses on guiding without directing, bringing about action without disruption, helping people self-discover new approaches and solutions to problems, knocking down walls that have been built between people while preserving structures that are of value and, above all, appreciating people as people. All of this must be done without leaving any fingerprints.”
Facilitation skills create and maintain an environment or “container” for the group, where productive discussions can lead to good decisions. In other words, meetings don’t waste people’s time.
Our next workshop takes place APRIL 30-MAY 1, 2020 in Toronto.
YOU CAN LEARN TO MAKE MEETINGS MATTER
With collaboration and teamwork as hallmarks of Agile work, facilitation becomes a key skill for Scrum Masters, Product Owners, Agile Coaches and anyone who leads teams and/or meetings.
That’s why, in early 2016, I developed a two-day workshop to teach it – Facilitation for an Agile Workplace. Successful completion earns participants International Consortium for Agile (ICAgile) team facilitation certification, the ICP-ATF. Ellen Grove joins me in leading this workshop, adding her long perspective and experience as a coach and trainer to mine.
Workshop participants explore the facilitator’s stance and mindset along with the pattern of a successful meeting. Then we get practical. We share tools you can use, right away, for planning, gathering data, generating insights and deciding what to do. We explore maintaining neutrality, team dynamics, dealing with difficult situations (or people).
Of course, we look at facilitating Agile practices. And we’ve built a visual facilitation component throughout the two days, to bring the power of visibility, so important in agile practice, to our facilitation.
I COULD SAY MORE BUT . . .
it might make more sense to hear from folks who’ve been part of our workshop:
- “This training has made me realize how facilitation techniques and mindset can help Agile teams to communicate better and achieve next level of self realization.”
- “This program was great at teaching the arc of facilitation and the planning that a skilled facilitator should do when preparing for a session. I learned a great deal from the course and have been putting these skills into practice with excellent results!”
- “By taking facilitation skills workshop, it changed my perspective about what a good facilitator is, and it brought to me techniques and tools to pull out the most of a team meeting.”
- “Sue and Ellen put a lot of thought and effort into putting the workshop together that may not be evident during the training, since they conducted it with ease and flow. However each of the activities served a purpose in driving home the important points of the material. Excellent workshop and highly recommended!”
- “Agile Facilitiation Skills workshp definitely changed my perspective about facilitation. It provided me the tools, framework and strategies to better engage the audience in an agile way.”
- “Ellen and Sue provide a wonderful course that has tools and tricks that are practical and can be applied to your job immediately. As facilitators, they provide tremendous energy and bring a safe and joyful atmosphere over the course of two days.”
- “I had an opportunity to attend “Facilitation Skills for the Agile Workplace 2.0″ taught by Sue and Ellen. They are both are amazing, talented and passionate facilitators. Course contents were very well taught and explained. Sessions had enough hands-on activities which helped us understand practical implementation of what we learnt.”
- “Amazing class! I applied what I learned the next day and every day since. Sue and Ellen did a fantastic job facilitating and gave us tons of great techniques with enough time to practice. If you interact with people, take this class. You won’t be disappointed.”
Facilitation is much more interesting and valuable than people recognize. Maybe that’s because, when done well, it’s almost invisible. So, I think my Scrum Master friend is right. (He often is.) Let’s rebrand facilitation. Let’s call it “Decision Making, Effective Communication and Awesome Teamwork for Any Workplace.”
Our next workshop takes place APRIL 30-MAY 1, 2020 in Toronto.
Facilitation for an Agile Workplace meets the requirements for ICAgile’s Agile Team Facilitator certification.
“Half (of the meetings I attend) are completely bizarre and accomplish nothing except bewildering me as to why people don’t run out screaming.” That’s a real quote from a real person about real meetings. Yes, it’s sad. It showed up in an informal survey I did some time ago. Folks told me they spend approximately 40 per cent of their time in meetings, a number consistent with data Perlow, Hadley and Eun found in their 2017 Harvard Business Review Article, “Stop the Meeting Madness.” The authors also found that:
– 71% felt that meetings waste their time
– 65% said meetings keep them from doing their real work
– 66% claim meetings inhibit spending time on deep thinking
Calculate the hard cost of bringing minds together to explore issues, make decisions and plan action. It’s often thousands of salary dollars for a one-hour meeting. (And that doesn’t count travel, doughnuts or the opportunity cost when we delay getting to our other work.)
Then ponder another response, from my survey. “We can’t make decisions or agree on priorities. So, we have the same meeting over and over. Literally, the same meeting.”
Imagine if every meeting you went to felt like a good investment of your time. It can happen. Good facilitation enables conversations that lead to good decisions. It requires planning – a whole lot more than finding a conference room and sending out a meeting notification.
The first step is identifying the purpose of the meeting, the desired outcome. That leads you to determine who needs to be there – really – and what they need to provide or do. How will you engage people? How will you gather information, analyze it, decide what to do and follow up? All this should be planned before the meeting.
That’s Plan A. You’ll need a Plan B, too, since humans are involved. And you’ll need to be ready to change your plans. Still, to go into meeting a without a plan is almost guaranteed to be a time waster. The more thought and time you invest in planning the meeting, the more relevant and useful the discussion will be – for you and for the participants.
Given that today’s working environment requires collaboration, teamwork and communication, learning to facilitate well may be the most important skill for the 21st century. A facilitator doesn’t do magic. It just looks that way.
+++++++ At It’s Understood Communication, we care about facilitation. Facilitation Skills for the Agile Workplace is a two-day workshop that offers a solid foundation in facilitation, including using visual thinking to build clarity and understanding. Ellen Grove and Sue Johnston are offering it in downtown Toronto, May 6-7, 2019. There are still a few spots left. To learn more and register, visit nobadmeetings.ca At that site, you can also download a PDF copy of our Facilitation Planning Canvas.
With just over a month to go till the Spark The Change conference, I’ve been thinking a lot about change in the workplace.
As an organizational communicator – and even as a coach – my work has always been about change. “Everything is the same as it was yesterday,” is not a message I’ve ever sent, or even heard. While “no change” may be a true reflection of the situation, it’s not something we shout about. Even when we wish things would just stop changing for a second, while we catch our breath, we know it’s not realistic. When markets, environments, regulations, politics, consumer preferences, off-shoring, competitors, technology and a zillion other factors demand that we adjust and respond, not changing is not surviving.
But how do you do it?
We know what doesn’t work.
When I first worked in change management, in the late 1980s, my organization hired high-priced consultants to tell us what to do. The prevailing idea was, “Scare people into changing.”
I recall the mantra, “Change or Be Changed.” I’m sure I wrote it into several executive speeches and articles for assorted publications. The idea was that, if we don’t voluntarily change the way we do things, something will come along and force us to do it. Might as well do it now than go kicking and screaming. Or maybe we could do it next week. What’s wrong with a good kick and scream?
We told stories about the “burning platform,” in which a worker caught on a blazing North Sea oil rig chose probable death over certain death, jumped off the drilling platform into the icy sea and was rescued. Only a blaze would have caused that behaviour change. This story was designed to get us to develop a sense of urgency around the need to change. But when employees look around and see that you have lots of customers, you’re raking in profits, nothing seems to be changing except the rhetoric and your CEO is taking a million dollar bonus, things don’t look particularly urgent.
One consultant trotted out my old friend Kurt Lewin, from Psychology 315 and his metaphor of ice. If you want the ice to change from a cube to a pyramid, you have to unfreeze and refreeze it in the new shape. (Could we use the burning platform to melt it?) We’d have to give up cherished beliefs about our selves and our organization and challenge the status quo. Not easy for executives and managers who were very well treated by the status quo. While we were sloshing around in that liquified state, waiting to refreeze into the new status quo, things would be chaotic, disordered and generally awful. No wonder people resist change.
Yes, we would meet resistance. Yet we knew (as the Borg kept telling us on Star Trek) “Resistance is futile.” The favoured model of resistance was the (Elizabeth) Kubler-Ross Grief Cycle, in which someone needs to pass through Denial, Anger, Depression and Bargaining to get to Acceptance. Why grief? Well the old ways were dead. We needed to mourn and move on. I remember thinking that, even though I understood the “why” for change and was 100 per cent behind the notion that we had to do it, I was, nevertheless, resisting. I wanted proof we would actually do it and that it would work. More than that, I wanted someone else to go first. I don’t think I got past Bargaining. And if I, the Change Girl, wouldn’t go, who else would?
Communication was acknowledged to be a key success factor or I wouldn’t have been involved. The why of the change wasn’t hard to describe. But what and how were a mystery. I’d prepare messages that reflected what employees wanted to hear, which was, “This is going to be hard but here’s how we’ll support you.” Then I’d prepare messages that reflected what executives wanted to say, which was mostly, “Bla bla bla.”
What I wish we’d known about in those old days of “change management” was how to take an appreciative approach. Instead of scaring people into different behaviours, why not unleash them to find their own way? While we were freezing and burning and and resisting things, a grad student named David Cooperrider was “unfreezing” our notions of change. His process, Appreciative Inquiry, shifts organizational change from a problem to be solved to a creative endeavour. We ask questions about what’s working and have conversations about how we got that and how to get more. It sees the organization as organic, alive and able to change because it has done so in the past. By examining what is right and good, people are reminded of their abilities and resilience. They have more confidence and comfort to journey into the unknown future when they bring forward known parts of their past.
New ideas and tools
Appreciative Inquiry is just one of many tools we have today that we didn’t know about in the ’80s. We also have the benefit of knowing, thanks to advances in neuroscience, how human brains work. And we can talk about how we feel about change, thanks to the widespread acceptance of emotional intelligence as a factor in success.
I’m looking forward to Spark The Change, April 23, in Toronto where I expect to collide with people from diverse disciplines and types of organizations who want to create better workplaces. I’m anxious to hear new ideas from speakers who aren’t just talking about change, they’re doing it. I know we can create organizations that not only operate more successfully as enterprises but are also saner places to work.
When I first studied accounting I was astonished that “goodwill” is something you can quantify and express with a financial value. I’d always thought of it as kind thoughts towards my fellow humans. Those are valuable, for sure, but not exactly something you can put a dollar sign on.
Along come generally accepted accounting principles (GAAP) to tell us that goodwill isn’t just about benevolent feelings towards others. It’s also the amount one company pays to buy another that’s over and above the tangible value of the assets being acquired. How could a company be worth more than its tangible assets? A strong brand, customer relationships, intellectual property and existing contracts might qualify as goodwill. It sits on the balance sheet as an intangible asset.
It’s interesting to ponder the value of goodwill during this season of “Gloria. Peace on Earth to men of goodwill.”
Goodwill, the kind thoughts variety, makes us worth much more than our tangible assets. It connects us to others, something we need to keep us human. There’s ample evidence of a link between the mind and the body that suggests positive thoughts and acts of generosity lead to more than just good feelings – they promote physical health. The explanation is that reciprocal benevolence kept our ancestors alive back in the days of “kill or be killed.” So we’re wired to be kind to each other.
You might argue that we don’t have to look far to find people whose learning or circumstances and choices override that basic human inclination towards goodwill. We see the impact of extremism and zealotry on the nightly news.
As I write that, I’m reminded of a quote from Anne Frank, who wrote, as she was hiding from the Nazis, “Despite everything, I believe that people are really good at heart.”
We can choose goodwill. Each of us can do our own bit to look for the best in others. As coaches, it’s our job to not only see their best but also to help them see it – and do something with it. Anne Frank said it best, “Everyone has inside of him a piece of good news. The good news is that you don’t know how great you can be! How much you can love! What you can accomplish! And what your potential is!”
This is a series inspired by House of Friendship Kitchener’s 12 Days for Good project. There’s a theme for each of the 12 days – no pipers piping required. Learn more at http://12daysforgood.com
“You may say, “I don’t have a creative bone in my body.” Not true. We’re going to help you find that creative bone!”
Those are the words of Carolyn Dawn Good, a Kitchener artist and community catalyst I often describe as “the most creative person you will ever meet.” I write about her today for two reasons.
- One, it’s Day Four of the 12 Days For Good, in which House of Friendship reminds us that giving at this time of year isn’t just about presents. And Day Four = Creativity.
- Two, I spent a few hours with Carolyn, today, rolling paper beads. They will become works of art, like the angel pictured. And, yes, you can have one, too. (We were at The Generous Host, a lovely oasis of creative energy.)
There’s a story, of course, one of hope and transformation and drama and, yes, the involvement of a creative community.
It all began with a house fire in Carolyn’s downtown neighbourhood. It was a mess – not just the physical structure, but the financial picture and the impact on the family. The house had good bones and more than a few people saw possibility beyond the damage. Angels from the community, Carolyn among them, pulled together to mop up and begin repairs. The vision is not just to salvage this house but to transform it, and include a creative space the community can use.
Which brings me to the beads. The paper being transformed into angelic artwork is printed with photos taken just after the fire. From ashes to angels. Masterpieces from a mess. Horrifying to heavenly. Terror to treasure. I’ll stop the alliterative sloganeering, you get the picture. If not, here’s a real picture.
Carolyn is using the beads to create original numbered works of art – angels and stars to trim a tree, hang in a window, give as gifts, inspire your own creativity. And, you guessed it, most of the funds raised from sales will go to help fund the house restoration. Two-by-fours and two-by-sixes aren’t glamorous gifts, but they matter to builders. Angels sales will contribute.
This project exemplifies creativity. People from all walks of life, businesses, builders, neighbours, strangers, individuals and communities opened their doors, their wallets, space on their calendars to bring this idea to life. Yes, creativity is in the artworks, themselves, and the artistry involved in the restoration. Yet creativity is also in seeing the possibility in situations around us.
Creativity is not just in the creative arts. Creativity is as useful in business as it is in the arts. A recent Fast Company article suggests the characteristics artists need and use are increasingly valuable in business.
As a coach and a trainer of coaches, I’m dedicated to the International Association of Coaching’s Mastery #8 – Invite possibility. When we see things from a new perspective, welcoming the unexpected, tugging on the threads not usually seen, we open up a range of creative options that help us transform our work, our lives and our world. “What else might be possible?” is a very powerful question.
All people are naturally creative and resourceful. Most of us are at our best when we are using our creativity. For some of us, our creative streak is in the arts. For others our creativity is not where society traditionally looks for it, but in finding new ways to get things done. We may be software developers, construction workers, barristas, municipal employees, parents or postal workers.
- Where is your creativity?
- How can you unleash it today?
This is a series inspired by House of Friendship Kitchener’s 12 Days for Good project. There’s a theme for each of the 12 days – Calling Birds required. Learn more at http://12daysforgood.com