Encourage Employees Quotes

Communication is how entrepreneurs tell their story, which, in turn, should inspire employees to work smart and encourage customers to action.

It’s loneliness. Even though I’m surrounded by loved ones who care about me and want only the best, it’s possible they try to help only because they feel the same thing—loneliness—and why, in a gesture of solidarity, you’ll find the phrase “I am useful, even if alone” carved in stone. Though the brain says all is well, the soul is lost, confused, doesn’t know why life is being unfair to it. But we still wake up in the morning and take care of our children, our husband, our lover, our boss, our employees, our students, those dozens of people who make an ordinary day come to life. And we often have a smile on our face and a word of encouragement, because no one can explain their loneliness to others, especially when we are always in good company. But this loneliness exists and eats away at the best parts of us because we must use all our energy to appear happy, even though we will never be able to deceive ourselves. But we insist, every morning, on showing only the rose that blooms, and keep the thorny stem that hurts us and makes us bleed hidden within. Even knowing that everyone, at some point, has felt completely and utterly alone, it is humiliating to say, “I’m lonely, I need company. I need to kill this monster that everyone thinks is as imaginary as a fairy-tale dragon, but isn’t.” But it isn’t. I wait for a pure and virtuous knight, in all his glory, to come defeat it and push it into the abyss for good, but that knight never comes. Yet we cannot lose hope. We start doing things we don’t usually do, daring to go beyond what is fair and necessary. The thorns inside us will grow larger and more overwhelming, yet we cannot give up halfway. Everyone is looking to see the final outcome, as though life were a huge game of chess. We pretend it doesn’t matter whether we win or lose, the important thing is to compete. We root for our true feelings to stay opaque and hidden, but then … … instead of looking for companionship, we isolate ourselves even more in order to lick our wounds in silence. Or we go out for dinner or lunch with people who have nothing to do with our lives and spend the whole time talking about things that are of no importance. We even manage to distract ourselves for a while with drink and celebration, but the dragon lives on until the people who are close to us see that something is wrong and begin to blame themselves for not making us happy. They ask what the problem is. We say that everything is fine, but it’s not … Everything is awful. Please, leave me alone, because I have no more tears to cry or heart left to suffer. All I have is insomnia, emptiness, and apathy, and, if you just ask yourselves, you’re feeling the same thing. But they insist that this is just a rough patch or depression because they are afraid to use the real and damning word: loneliness. Meanwhile, we continue to relentlessly pursue the only thing that would make us happy: the knight in shining armor who will slay the dragon, pick the rose, and clip the thorns. Many claim that life is unfair. Others are happy because they believe that this is exactly what we deserve: loneliness, unhappiness. Because we have everything and they don’t. But one day those who are blind begin to see. Those who are sad are comforted. Those who suffer are saved. The knight arrives to rescue us, and life is vindicated once again. Still, you have to lie and cheat, because this time the circumstances are different. Who hasn’t felt the urge to drop everything and go in search of their dream? A dream is always risky, for there is a price to pay. That price is death by stoning in some countries, and in others it could be social ostracism or indifference. But there is always a price to pay. You keep lying and people pretend they still believe, but secretly they are jealous, make comments behind your back, say you’re the very worst, most threatening thing there is. You are not an adulterous man, tolerated and often even admired, but an adulterous woman, one who is ...

When employees see each other as teammates and encourage each other to do a better job, everyone in the company shares in the rewards.

A good manager is always looking to cultivate talent in people, and a good manager is always looking to find employees doing something right so they can give compliments and encourage the team to keep doing the good things they're doing.

But until then, you might find yourself laboring much longer than you should, still trying to get someone to change, thinking that one more coaching session will do the trick—or one more bit of encouragement, or one more session of feedback or confrontation. Or worse, one more concession.

Gallup found that the key drivers of productivity for employees include whether they feel cared for by a supervisor or someone at work; whether they have received recognition or praise during the past seven days; and whether someone at work regularly encourages their development. Put another way, the ability to communicate consistently positive energy lies at the heart of effective management.

Of the twelve, the most powerful questions (to employees, guaging their satisfaction with their employers) are those witha combination of the strongest links to the most business outcomes (to include profitability). Armed with this perspective, we now know that the following six ar ethe most powerful questions: 1) Do I know what is expected of me at work? 2) Do I have the materials and equipment I need to do my work right? 3) Do I have the opportunity to do what I do best every day? 4) In the last seven days, have I received recognition or praise for good work? 5) Does my supervisor, or someone at work, seem to care about me as a person? 6) Is there someone at work who encourages my development? As a manager, if you want to know what you should do to build a strong and productive workplace, securing 5s to these six questions would be an excellent place to start.

The key insight behind Radical Candor is that command and control can hinder innovation and harm a team’s ability to improve the efficiency of routine work. Bosses and companies get better results when they voluntarily lay down unilateral power and encourage their teams and peers to hold them accountable, when they quit trying to control employees and focus instead on encouraging agency. The idea is that collaboration and innovation flourish when human relationships replace bullying and bureaucracy.

Though the brain says all is well, the soul is lost, confused, doesn’t know why life is being unfair to it. But we still wake up in the morning and take care of our children, our husband, our lover, our boss, our employees, our students, those dozens of people who make an ordinary day come to life. And we often have a smile on our face and a word of encouragement, because no one can explain their loneliness to others, especially when we are always in good company. But this loneliness exists and eats away at the best parts of us because we must use all our energy to appear happy, even though we will never be able to deceive ourselves. But we insist, every morning, on showing only the rose that blooms, and keep the thorny stem that hurts us and makes us bleed hidden within.

Often the best source of information about waste, fraud, and abuse in government is an existing government employee committed to public integrity and willing to speak out. Such acts of courage and patriotism, which can sometimes save lives and often save taxpayer dollars, should be encouraged rather than stifled. We need to empower federal employees as watchdogs of wrongdoing and partners in performance.

Google has likewise turned itself into a trial-and-error company, by encouraging employees to spend 20 per cent of their time on their own projects.

nothing worth having is ever going to come easy or be handed to them on a silver platter.

Give people a voice, encourage, motivate and reward them

Encouraging employees to interact directly with the environment is just an interesting exercise until you debrief their experiences and encourage reflection.

The solution to encourage creativity is to maximize use of employees’ brainpower.

If most companies don’t really know why their customers are their customers or why their employees are their employees, then how do they know how to attract more employees and encourage loyalty among those they already have?

If we are in this for the long haul, we have to take care of ourselves, support healthy habits, and encourage our employees to have fulfilling lives outside of work. Moreover, everyone’s home lives change as they—and their children, if they have them—age.

How you got your college education mattered most.” And two experiences stood out from the poll of more than one million American workers, students, educators, and employers: Successful students had one or more teachers who were mentors and took a real interest in their aspirations, and they had an internship related to what they were learning in school. The most engaged employees, said Busteed, consistently attributed their success in the workplace to having had a professor or professors “who cared about them as a person,” or having had “a mentor who encouraged their goals and dreams,” or having had “an internship where they applied what they were learning.” Those workers, he found, “were twice as likely to be engaged with their work and thriving in their overall well-being.” There’s a message in that bottle.

The most practical way to change who you are is to change what you do. Each time you write a page, you are a writer. Each time you practice the violin, you are a musician. Each time you start a workout, you are an athlete. Each time you encourage your employees, you are a leader.

Good employees are skilled; great employees are talented. Good employees are friendly; great employees are devoted. Good employees are cautious; great employees are brave. Good employees are calm; great employees are confident. Good employees are educated; great employees are experienced. Good managers are encouraging; great supervisors are forgiving. Good managers are calm; great supervisors are caring. Good managers are truthful; great supervisors are sincere. Good managers are compassionate; great supervisors are generous. Good managers are likable; great supervisors are loving. Good leaders are intelligent; great leaders are wise. Good leaders are bold; great leaders are fearless. Good leaders are artful; great leaders are kind. Good leaders are warriors; great leaders are servants. Good leaders are managers; great leaders are innovators.

Imagine if ALL employers treated ALL of their employees with the same respect no matter what their job title was. Imagine going to work every day knowing that you and your work were valued. Unfortunately, we live in a society where some people allow their job titles to go to their head. I encourage you NOT to be one of those people. No matter what your position is, at the end of the day, EVERYBODY matters in the workplace, and every position serves a purpose. I firmly believe that how you treat others is a direct reflection of who you REALLY are. Personally, I choose integrity!

What distinguishes love-driven leaders from tyrants? "Great affection" coupled with the passion to see others "run at full speed towards perfection." Love-driven leadership is not urging others forward without concern for their aspirations, well-being, or personal needs. Nor is it being the nice-guy manager who overlooks underperformance that could damage a subordinate's long-term prospects. Instead, love-driven leaders hunger to see latent potential blossom and to help it happen. In more prosaic terms, when do children, students, athletes, or employees achieve their full potential? When they're parented, taught, coached, or managed by those who engender trust, provide support and encouragement, uncover potential, and set high standards.

Of course a degree of competence is needed, and few jobs are entirely brainless, but supposedly knowledge-intensive organisations are often crowded with people with limited emotional and practical intelligence. These smart people may avoid careful analytical processes and instead rely on fast and frugal mental rules of thumb to get the job done. What’s more, many firms actively encourage employees not to exert their intelligence overmuch. They push smart people into dumb jobs, swamp staff with information, enforce behavioural scripts that are followed mindlessly, encourage colleagues to avoid addressing tough questions, and incentivise experts and amateurs alike to be ignorant. As a result organisations can often help to encourage remarkably bright people to do stupid things.

We became the most successful advanced projects company in the world by hiring talented people, paying them top dollar, and motivating them into believing that they could produce a Mach 3 airplane like the Blackbird a generation or two ahead of anybody else. Our design engineers had the keen experience to conceive the whole airplane in their mind’s-eye, doing the trade-offs in their heads between aerodynamic needs and weapons requirements. We created a practical and open work environment for engineers and shop workers, forcing the guys behind the drawing boards onto the shop floor to see how their ideas were being translated into actual parts and to make any necessary changes on the spot. We made every shop worker who designed or handled a part responsible for quality control. Any worker—not just a supervisor or a manager—could send back a part that didn’t meet his or her standards. That way we reduced rework and scrap waste. We encouraged our people to work imaginatively, to improvise and try unconventional approaches to problem solving, and then got out of their way. By applying the most commonsense methods to develop new technologies, we saved tremendous amounts of time and money, while operating in an atmosphere of trust and cooperation both with our government customers and between our white-collar and blue-collar employees. In the end, Lockheed’s Skunk Works demonstrated the awesome capabilities of American inventiveness when free to operate under near ideal working conditions. That may be our most enduring legacy as well as our source of lasting pride.

A good culture is like the old RIP routing protocol: Bad news travels fast; good news travels slow. If you investigate companies that have failed, you will find that many employees knew about the fatal issues long before those issues killed the company. If the employees knew about the deadly problems, why didn’t they say something? Too often the answer is that the company culture discouraged the spread of bad news, so the knowledge lay dormant until it was too late to act. A healthy company culture encourages people to share bad news. A company that discusses its problems freely and openly can quickly solve them. A company that covers up its problems frustrates everyone involved. The resulting action item for CEOs: Build a culture that rewards—not punishes—people for getting problems into the open where they can be solved.

To illustrate: A man with 314 employees joined one of these courses. For years, he had driven and criticised and condemned his employees without stint or discretion. Kindness, words of appreciation and encouragement were alien to his lips. After studying the principles discussed in this book, this employer sharply altered his philosophy of life. His organisation is now inspired with a new loyalty, a new enthusiasm, a new spirit of teamwork. Three hundred and fourteen enemies have been turned into 314 friends. As he proudly said in a speech before the class: ‘When I used to walk through my establishment, no one greeted me. My employees actually looked the other way when they saw me approaching. But now they are all my friends and even the janitor calls me by my first name.’ This employer gained more profit, more leisure and – what is infinitely more important – he found far more happiness in his business and in his home.

Chris Argyris criticized “good communication that blocks learning,” arguing that formal communication mechanisms like focus groups and organizational surveys in effect give employees mechanisms for letting management know what they think without taking any responsibility for problems and their role in doing something about them. These mechanisms fail because “they do not get people to reflect on their own work and behavior. They do not encourage individual accountability.

The popular press, says Grant, is full of suggestions that introverted leaders practice their public speaking skills and smile more. But Grant’s research suggests that in at least one important regard—encouraging employees to take initiative—introverted leaders would do well to go on doing what they do naturally. Extroverted leaders, on the other hand, “may wish to adopt a more reserved, quiet style,” Grant writes. They may want to learn to sit down so that others might stand up. Which is just what a woman named Rosa Parks did naturally.

Measuring the strength of a workplace can be simplified to twelve questions. These twelve questions don’t capture everything you may want to know about your workplace, but they do capture the most information and the most important information. They measure the core elements needed to attract, focus, and keep the most talented employees. Here they are: Do I know what is expected of me at work? Do I have the materials and equipment I need to do my work right? At work, do I have the opportunity to do what I do best every day? In the last seven days, have I received recognition or praise for doing good work? Does my supervisor, or someone at work, seem to care about me as a person? Is there someone at work who encourages my development? At work, do my opinions seem to count? Does the mission/purpose of my company make me feel my job is important? Are my co-workers committed to doing quality work? Do I have a best friend at work? In the last six months, has someone at work talked to me about my progress? This last year, have I had opportunities at work to learn and grow? These twelve questions are the simplest and most accurate way to measure the strength of a workplace.

At Bridgewater, criticism is encouraged, including subordinates criticizing superiors. Do any of your employees ever criticize you? All the time. Can you give me an example? I was in a client meeting with a big European pension fund that was visiting managers in Connecticut. After the meeting, the salesperson criticized me for being inarticulate, running on too long, and adversely affecting the meeting. I asked others who had been at the meeting for their opinions. I was given a grade of “F” by one of our new analysts who was just one year out of school. I loved it because I knew they were helping me improve and that they understood that was what they were supposed to be doing.

God. JAMES 2 : 23 Many organizations today fail to tap into their potential. Why? Because the only reward they give their employees is a paycheck. The relationship between employer and employee never develops beyond that point. Successful organizations take a different approach. In exchange for the work a person gives, he receives not only his paycheck, but he is also nurtured by the people he works for. And nurturing has the ability to transform people’s lives. I use the BEST” acronym as a reminder of what people need when they get started with my organization. They need me to . . . Believe in them Encourage them Share with them Trust them Nurturing benefits everyone. What people wouldn’t be more secure and motivated when their leader believes in them, encourages them, shares with them, and trusts them (BEST)? People are more productive when they are nurtured. Even more important, nurturing creates a strong emotional and professional foundation within workers who have leadership potential. Later, using training and development, a leader can be built on that foundation.

Imagine the following. Three groups of ten individuals are in a park at lunchtime with a rainstorm threatening. In the first group, someone says: “Get up and follow me.” When he starts walking and only a few others join in, he yells to those still seated: “Up, I said, and now!” In the second group, someone says: “We’re going to have to move. Here’s the plan. Each of us stands up and marches in the direction of the apple tree. Please stay at least two feet away from other group members and do not run. Do not leave any personal belongings on the ground here and be sure to stop at the base of the tree. When we are all there . . .” In the third group, someone tells the others: “It’s going to rain in a few minutes. Why don’t we go over there and sit under that huge apple tree. We’ll stay dry, and we can have fresh apples for lunch.” I am sometimes amazed at how many people try to transform organizations using methods that look like the first two scenarios: authoritarian decree and micromanagement. Both approaches have been applied widely in enterprises over the last century, but mostly for maintaining existing systems, not transforming those systems into something better. When the goal is behavior change, unless the boss is extremely powerful, authoritarian decree often works poorly even in simple situations, like the apple tree case. Increasingly, in complex organizations, this approach doesn’t work at all. Without the power of kings and queens behind it, authoritarianism is unlikely to break through all the forces of resistance. People will ignore you or pretend to cooperate while doing everything possible to undermine your efforts. Micromanagement tries to get around this problem by specifying what employees should do in detail and then monitoring compliance. This tactic can break through some of the barriers to change, but in an increasingly unacceptable amount of time. Because the creation and communication of detailed plans is deadly slow, the change produced this way tends to be highly incremental. Only the approach used in the third scenario above has the potential to break through all the forces that support the status quo and to encourage the kind of dramatic shifts found in successful transformations. (See figure 5–1.) This approach is based on vision—a central component of all great leadership.

Apple's approach to career development is yet another way it runs contrary to the norms at other companies. The prevalent attitude for workers in the corporate world is to consider their growth trajectory. What's my path up? How do I get to the next level? Companies, in turn, spend an inordinate amount of time and money grooming their people for new responsibilities. They labor to find just the right place for people. But what if it turns out all that thinking is wrong? What if companies encouraged employees to be satisfied where they are because they're good at what they do, not to mention because that might be what's best for shareholders? Instead of employees fretting that they were stuck in terminal jobs, what if they exalted in having found their perfect jobs? A certain amount of office politics might evaporate in a corporate culture where career growth is not considered tantamount to professional fulfilment. Shareholders, after all, don't care about fiefdoms and egos. There are many professionals who would find it liberating to work at what they are good at, receive competitive killer compensation, and not have to worry about supervising others or jockeying for higher rungs on an org chart.

Employees at all levels want and need to understand not only the particular work they are assigned and their team’s mission, but also the larger story of the way the business works, the challenges the company faces, and the competitive landscape. ▶ Truly understanding how the business works is the most valuable learning, more productive and appealing than “employee development” trainings. It’s the rocket fuel of high performance and lifelong learning. ▶ Communication between management and employees should genuinely flow both ways. The more leaders encourage questions and suggestions and make themselves accessible for give-and-take, the more employees at all levels will offer ideas and insights that will amaze you. ▶ If someone working for you seems clueless, chances are they have not been told information they need to know. Make sure you haven’t failed to give it to them. ▶ If you don’t tell your people about how the business is doing and the problems being confronted—good, bad, and ugly—then they will get that information somewhere else, and it will often be misinformation. ▶ The job of communicating is never done. It’s not an annual or quarterly or even monthly or weekly function. A steady stream of communication is the lifeblood of competitive advantage.

Fascism feeds on social and economic grievances, including the belief that the people over there are receiving better treatment than they deserve while I’m not getting what I’m owed. It seems today that almost everyone has a grievance: the unemployed steelworker, the low-wage fast-food employee, the student up to her ears in debt, the businessperson who feels harassed by government regulations, the veteran waiting too long for a doctor’s appointment, the fundamentalist who thinks war is being waged against Christmas, the professional with her head brushing against a glass ceiling, the Wall Street broker who feels unfairly maligned, the tycoon who still thinks he is being overtaxed. Obviously, personal gripes—legitimate or not—have been part of the human condition ever since Cain decided to work out his jealousy on his brother. What is an added concern now is the lack of effective mechanisms for assuaging anger. As described above, we all tend to live in media and information bubbles that reinforce our grievances instead of causing us to look at difficult questions from many sides. Rather than think critically, we seek out people who share our opinions and who encourage us to ridicule the ideas of those whose convictions and perspectives clash with our own. At many levels, contempt has become a defining characteristic of American politics. It makes us unwilling to listen to what others say—unwilling, in some cases, even to allow them to speak. This stops the learning process cold and creates a ready-made audience for demagogues who know how to bring diverse groups of the aggrieved together in righteous opposition to everyone else.

I was lucky to receive it. Most rogue interns never get a second chance. And here it’s worth mentioning that I benefited from what was known in 2009 as being fortunate, and is now more commonly called privilege. It’s not like I flashed an Ivy League gang sign and was handed a career. If I had stood on a street corner yelling, “I’m white and male, and the world owes me something!” it’s unlikely doors would have opened. What I did receive, however, was a string of conveniences, do-overs, and encouragements. My parents could help me pay rent for a few months out of school. I went to a university lousy with successful D.C. alumni. No less significantly, I avoided the barriers that would have loomed had I belonged to a different gender or race. Put another way, I had access to a network whether I was bullshit or not. A friend’s older brother worked as a speechwriter for John Kerry. When my Crisis Hut term expired, he helped me find an internship at West Wing Writers, a firm founded by former speechwriters for Bill Clinton and Al Gore. In the summer of 2009, my new bosses upgraded me to full-time employee. Without meaning to, I had stumbled upon the chance to learn a skill. The firm’s partners were four of the best writers in Washington, and each taught me something different. Vinca LaFleur helped me understand the benefits of subtle but well-timed alliteration. Paul Orzulak showed me how to coax speakers into revealing the main idea they hope to express. From Jeff Shesol, I learned that while speechwriting is as much art as craft, and no two sets of remarks are alike, there’s a reason most speechwriters punctuate long, flowy sentences with short, punchy ones. It works.

In 2000, for instance, two statisticians were hired by the YMCA—one of the nation’s largest nonprofit organizations—to use the powers of data-driven fortune-telling to make the world a healthier place. The YMCA has more than 2,600 branches in the United States, most of them gyms and community centers. About a decade ago, the organization’s leaders began worrying about how to stay competitive. They asked a social scientist and a mathematician—Bill Lazarus and Dean Abbott—for help. The two men gathered data from more than 150,000 YMCA member satisfaction surveys that had been collected over the years and started looking for patterns. At that point, the accepted wisdom among YMCA executives was that people wanted fancy exercise equipment and sparkling, modern facilities. The YMCA had spent millions of dollars building weight rooms and yoga studios. When the surveys were analyzed, however, it turned out that while a facility’s attractiveness and the availability of workout machines might have caused people to join in the first place, what got them to stay was something else. Retention, the data said, was driven by emotional factors, such as whether employees knew members’ names or said hello when they walked in. People, it turns out, often go to the gym looking for a human connection, not a treadmill. If a member made a friend at the YMCA, they were much more likely to show up for workout sessions. In other words, people who join the YMCA have certain social habits. If the YMCA satisfied them, members were happy. So if the YMCA wanted to encourage people to exercise, it needed to take advantage of patterns that already existed, and teach employees to remember visitors’ names.

Type II trauma also often occurs within a closed context - such as a family, a religious group, a workplace, a chain of command, or a battle group - usually perpetrated by someone related or known to the victim. As such, it often involves fundamental betrayal of the relationship between the victim and the perpetrator and within the community (Freyd, 1994). It may also involve the betrayal of a particular role and the responsibility associated with the relationship (i.e., parent-child, family member-child, therapist-client, teacher-student, clergy-child/adult congregant, supervisor-employee, military officer-enlisted man or woman). Relational dynamics of this sort have the effect of further complicating the victim's survival adaptations, especially when a superficially caring, loving or seductive relationship is cultivated with the victim (e.g., by an adult mentor such as a priest, coach, or teacher; by an adult who offers a child special favors for compliance; by a superior who acts as a protector or who can offer special favors and career advancement). In a process labelled "selection and grooming", potential abusers seek out as potential victims those who appear insecure, are needy and without resources, and are isolated from others or are obviously neglected by caregivers or those who are in crisis or distress for which they are seeking assistance. This status is then used against the victim to seduce, coerce, and exploit. Such a scenario can lead to trauma bonding between victim and perpetrator (i.e., the development of an attachment bond based on the traumatic relationship and the physical and social contact), creating additional distress and confusion for the victim who takes on the responsibility and guilt for what transpired, often with the encouragement or insinuation of the perpetrator(s) to do so.

The issue is not merely one of false stories, incorrect facts, or even election campaigns and spin doctors: the social media algorithms themselves encourage false perceptions of the world. People click on the news they want to hear; Facebook, YouTube, and Google then show them more of whatever it is that they already favor, whether it is a certain brand of soap or a particular form of politics. The algorithms radicalize those who use them too. If you click on perfectly legitimate anti-immigration YouTube sites, for example, these can lead you quickly, in just a few more clicks, to white nationalist sites and then to violent xenophobic sites. Because they have been designed to keep you online, the algorithms also favor emotions, especially anger and fear. And because the sites are addictive, they affect people in ways they don't expect. Anger becomes a habit. Divisiveness becomes normal. Even if social media is not yet the primary news source for all Americans, it already helps shape how politicians and journalists interpret the world and portray it. Polarization has moved from the online world into reality. The result is a hyper-partisanship that adds to the distrust of "normal" politics, "establishment" politicians, derided "experts," and "mainstream" institutions--including courts, police, civil servants--and no wonder. As polarization increases, the employees of the state are invariably portrayed as having been "captured" by their opponents. It is not an accident that the Law and Justice Party in Poland, the Brexiteers in Britain, and the Trump administration in the United States have launched verbal assaults on civil servants and professional diplomats. It is not an accident that judges and courts are now the object of criticism, scrutiny, and anger in so many other places too. There can be no neutrality in a polarized world because there can be no nonpartisan or apolitical institutions.

It's possible to see how much the brand culture rubs off on even the most sceptical employee. Joanne Ciulla sums up the dangers of these management practices: 'First, scientific management sought to capture the body, then human relations sought to capture the heart, now consultants want tap into the soul... what they offer is therapy and spirituality lite... [which] makes you feel good, but does not address problems of power, conflict and autonomy.'¹0 The greatest success of the employer brand' concept has been to mask the declining power of workers, for whom pay inequality has increased, job security evaporated and pensions are increasingly precarious. Yet employees, seduced by a culture of approachable, friendly managers, told me they didn't need a union - they could always go and talk to their boss. At the same time, workers are encouraged to channel more of their lives through work - not just their time and energy during working hours, but their social life and their volunteering and fundraising. Work is taking on the roles once played by other institutions in our lives, and the potential for abuse is clear. A company designs ever more exacting performance targets, with the tantalising carrot of accolades and pay increases to manipulate ever more feverish commitment. The core workforce finds itself hooked into a self-reinforcing cycle of emotional dependency: the increasing demands of their jobs deprive them of the possibility of developing the relationships and interests which would enable them to break their dependency. The greater the dependency, the greater the fear of going cold turkey - through losing the job or even changing the lifestyle. 'Of all the institutions in society, why let one of the more precarious ones supply our social, spiritual and psychological needs? It doesn't make sense to put such a large portion of our lives into the unsteady hands of employers,' concludes Ciulla. Life is work, work is life for the willing slaves who hand over such large chunks of themselves to their employer in return for the paycheque. The price is heavy in the loss of privacy, the loss of autonomy over the innermost workings of one's emotions, and the compromising of authenticity. The logical conclusion, unless challenged, is capitalism at its most inhuman - the commodification of human beings.

Amazon has adopted something similar for fulfillment-center workers called Pay to Quit. In an employee’s first year of work, the offer is $2,000. It goes up by $1,000 every year after that until it hits $5,000. The idea, writes Amazon CEO Jeff Bezos in his 2014 letter to shareholders, is “to encourage folks to take a moment and think about what they really want. In the long run, an employee staying somewhere they don’t want to be isn’t healthy for the employee or the company.

We encouraged our employees to keep notes on guests’ preferences, so that when the vice president of a national organization checked in to a room at Four Seasons Ottawa, she was greeted by a flower arrangement in her favorite colors. Not only was this a pleasant surprise, she also felt recognized and special.

Sustain a positive outlook. Cultivate a can-do spirit, and you will be an inspiration to employees. And, when that's a tall order, fake it until you make it! • Be known as a fair person. Employees want to be treated fairly, and you must take the necessary steps to make sure they feel that is the case. • Keep an eye on morale. Morale at the workplace can be affected positively or negatively by an incident that, although it might seem insignificant to you, might be very important to your employees. A contented group of employees will do more and better work than an unhappy group. • Set an example. If you want your employees to work hard and succeed, then set an example by doing so yourself. Be a spectacular role model! • Take responsibility for your actions. If something goes wrong and it's your fault, step up to the plate and acknowledge whatever it is that went wrong and why. • Maintain your sense of humor. Don't take yourself too seriously, and don't be in such a hurry that you haven't got time to tell or listen to a positive (tasteful) story. Studies suggest laughter and good humor go a long way in helping employees function well in the workplace. • Acknowledge good work through praise. Everyone wants to hear “well done” now and then, so make sure you acknowledge good work. Say it privately and say it within earshot of others, too. • Give credit for ideas. If one of your employees comes up with a great idea, by all means give that person the credit he or she deserves. Don't allow anyone to take an employee's idea and pass it off as his own. (Managers are sometimes accused of stealing an employee's idea; be scrupulous about avoiding even a hint of such a thing.) Beyond the basic guidelines listed above, a good manager must possess other positive qualities: • Understanding: Conventional wisdom dictates that you walk in someone else's shoes before you judge her. Keep that in mind when dealing with people in the workplace. • Good communication skills: Keep your communication skills in good working order. You might want to join speaking organizations to learn how to be a better public speaker. But don't stop there. You communicate when you send a memo, write e-mail, and lead a meeting. There's no such thing as being a “perfect” communicator. An excellent manager will view the pursuit of this art as a work in progress. • Strong listening skills: When was the last time you really listened to someone when he was talking to you? Did you give him your full, undivided attention, or was your mind thinking about five other different things? And when you are listening, do you really know what it is people are trying to tell you? (You might have to ask probing questions in order to get the message.) • Leadership: Employees need good leaders to help guide them, so make sure your leadership skills are enviable and on-duty. • Common sense: You'll need more than your fair share if you expect to be a good manager of people. Some managers toss common sense out the window and then foolishly wonder what happened when things go wrong. • Honesty: Be honest and ethical in all of your business dealings — period! • A desire to encourage: Encouragement is different than praise. Encouragement helps someone who hasn't yet achieved the goal. Employees need your input and encouragement from time to time in order to be successful, so be prepared to fill that role.

A Tale of Two Parking Requirements The impact of parking requirements becomes clearer when we compare the parking requirements of San Francisco and Los Angeles. San Francisco limits off-street parking, while LA requires it. Take, for example, the different parking requirements for concert halls. For a downtown concert hall, Los Angeles requires, as a minimum, fifty times more parking than San Francisco allows as its maximum. Thus the San Francisco Symphony built its home, Louise Davies Hall, without a parking garage, while Disney Hall, the new home of the Los Angeles Philharmonic, did not open until seven years after its parking garage was built. Disney Hall's six-level, 2,188-space underground garage cost $110 million to build (about $50,000 per space). Financially troubled Los Angeles County, which built the garage, went into debt to finance it, expecting that parking revenues would repay the borrowed money. But the garage was completed in 1996, and Disney Hall—which suffered from a budget less grand than its vision—became knotted in delays and didn't open until late 2003. During the seven years in between, parking revenue fell far short of debt payments (few people park in an underground structure if there is nothing above it) and the county, by that point nearly bankrupt, had to subsidize the garage even as it laid employees off. The money spent on parking shifted Disney Hall's design toward drivers and away from pedestrians. The presence of a six-story subterranean garage means most concert patrons arrive from underneath the hall, rather than from the sidewalk. The hall's designers clearly understood this, and so while the hall has a fairly impressive street entrance, its more magisterial gateway is an "escalator cascade" that flows up from the parking structure and ends in the foyer. This has profound implications for street life. A concertgoer can now drive to Disney Hall, park beneath it, ride up into it, see a show, and then reverse the whole process—and never set foot on a sidewalk in downtown LA. The full experience of an iconic Los Angeles building begins and ends in its parking garage, not in the city itself. Visitors to downtown San Francisco have a different experience. When a concert or theater performance lets out in San Francisco, people stream onto the sidewalks, strolling past the restaurants, bars, bookstores, and flower shops that are open and well-lit. For those who have driven, it is a long walk to the car, which is probably in a public facility unattached to any specific restaurant or shop. The presence of open shops and people on the street encourages other people to be out as well. People want to be on streets with other people on them, and they avoid streets that are empty, because empty streets are eerie and menacing at night. Although the absence of parking requirements does not guarantee a vibrant area, their presence certainly inhibits it. "The more downtown is broken up and interspersed with parking lots and garages," Jane Jacobs argued in 1961, "the duller and deader it becomes ... and there is nothing more repellent than a dead downtown.

February 2 Donna Made a Difference Whatever you do, do it all for the glory of God.—1 Corinthians 10:31b Donna’s big brown eyes and sweet smile were like magnets drawing people to her. Her face had a glow that just can’t be described. Donna and I became good friends after meeting each other in a Bible study several years ago. My dear friend battled cancer for four years. She lost her battle, one day past her fifty-second birthday. Donna lived to glorify God. She always put God and others first in her life. Donna never complained about her years of suffering. When I telephoned her to see how she was doing, she always blessed me more than I blessed her. Donna never missed an opportunity to tell others the good news of Jesus Christ. Because her face glowed with God’s love, people listened to her. She shared the good news of Jesus to waitresses, to physicians, to nurses, to hospital employees. Instead of being consumed with her sad situation, she was concerned about others knowing how to have eternal life. Many people will be in heaven because Donna made a difference. I want to be more like Donna—patient, kind, uplifting, and always ready to tell someone about Jesus Christ. She was his faithful servant. She studied the Word, she claimed the Word, she lived the Word, and she shared the Word. Christians have the responsibility of representing Christ in all we do. We all need to be more like Donna. She did everything in the name of her Lord Jesus. She lived as Christ’s ambassador while on this earth. Today’s Scripture tells us that we should do everything for the glory of God. Glorifying God means that we give honor and praise to God. It means that we recognize His power and His importance. A good question that we might ask ourselves as a guiding principle is this: Will these words or this action bring glory to God? Do you make a difference?

Roger Berkowitz, CEO of Legal Sea Foods—a $215-million company with over four thousand employees—explained in an interview with Inc. magazine how his work style depends on the forces of nagging. “People who want me to do something . . . have to remind me repeatedly,” he explained. “It’s management by being nagged.” The reliance on—and even the encouragement of—nagging may at first appear bothersome. It may be annoying to be constantly reminded about something while trying to immerse yourself in a creative project. However, amidst the chaos of meetings and trying to prioritize the elements of multiple projects, nagging from others helps you prioritize by natural selection. When someone is consistently bothering you about something, chances are you have become a bottleneck in the team’s productivity.

Find ways for people to shape their work and the company In addition to stripping leaders of the traditional tools of power and relying on facts to make decisions, we give Googlers uncommon freedom in shaping their own work and the company. Google isn’t the first to do so. For over sixty-five years, 3M has offered its employees 15 percent of their time to explore: “A core belief of 3M is that creativity needs freedom. That’s why, since about 1948, we’ve encouraged our employees to spend 15% of their working time on their own projects. To take our resources, to build up a unique team, and to follow their own insights in pursuit of problem-solving.”103 Post-it Notes famously came out of this program, as did a clever abrasive material, Trizact, which somehow sharpens itself as it’s used.

If you can’t bring yourself to encourage employees to lie down on the job, at least give them plenty of breaks. The ordinary fatigue most of us feel during the workday makes us grouchier—and dumber—as the hours go by.

Little in American culture, politics, or business encourages the institutionalization of a collective employee voice.

Increasingly, talented employees want more than a paycheck and the chance to do what they’re told to the best of their abilities. Instead, they want jobs that are both exciting and meaningful. They want to work for organizations that care about more than money. They want to work for organizations that are preparing to shape the future – and which encourage employees to find ways to shape the organization itself to do this.

One way to make sure you test your intuition is to create and encourage a culture of dissent. By promoting strong people who will stand up to you and say no, you can create an environment in which your intuitions have to run the gauntlet of constructive criticism. For example, there was one veteran employee at the Haifa design center who was challenging me all the time. To be honest, I had extremely ambivalent feelings about this individual. It’s no fun to be constantly challenged and criticized. Yet in the end I was glad he was there. He kept me on my toes.

The simple way to keep recruiting in everyone’s job description is to measure it. Count referrals and interviews. Measure how quickly people fill out interview feedback forms. Encourage employees to help with recruiting events, and track how often they do. Then make these metrics count when it comes to performance reviews and promotions. Recruiting is everyone’s job, so grade it that way.

When relationships are not nurtured by a sense of appreciation, the results are predictable:   • Team members will experience a lack of connectedness with others and with the mission of the organization.   • Workers will tend to become discouraged, feeling “There is always more to do and no one appreciates what I’m doing.”   • Often employees will begin to complain about their work, their colleagues, and their supervisor.   • Eventually, team members start to think seriously about leaving the organization and they begin to search for other employment.

Recognition is largely about behavior. “Catch them doing what you want and recognize it,” the books say. Appreciation, conversely, focuses on performance plus the employee’s value as a person. Recognition is about improving performance and focuses on what is good for the company. Appreciation emphasizes what is good for the company and good for the person (which may sometimes mean helping them find a position that is better for them than their current role). The relational direction of recognition is top-down, coming from leadership.

The failed launch left many SpaceX employees shattered. “It was so profound seeing the energy shift over the room in the course of thirty seconds,” said Dolly Singh, a recruiter at SpaceX. “It was like the worst fucking day ever. You don’t usually see grown-ups weeping, but there they were. We were tired and broken emotionally.” Musk addressed the workers right away and encouraged them to get back to work. “He said, ‘Look. We are going to do this. It’s going to be okay. Don’t freak out,’” Singh recalled. “It was like magic. Everyone chilled out immediately and started to focus on figuring out what just happened and how to fix it. It went from despair to hope and focus.

Having a team that’s afraid of admitting failure is a dangerous problem, particularly because the symptoms are not immediately visible. What appears on the surface to be a well-functioning unit may, in fact, be a group that’s too paralyzed to admit its own flaws. In contrast, teams that freely admit their errors are better able to learn from one another’s mistakes. They can also take steps to prevent repeating those mistakes by tweaking their process. Over the long term, encouraging employees to acknowledge mistakes is therefore a vital first step to seeing improvement.

I have long held the belief—and encouraged it in my students and employees—that failures are an essential part of exploration and creativity. If designers and researchers do not sometimes fail, it is a sign that they are not trying hard enough—they are not thinking the great creative thoughts that will provide breakthroughs in how we do things. It is possible to avoid failure, to always be safe. But that is also the route to a dull, uninteresting life. The designs of our products and services must also follow this philosophy. So, to the designers who are reading this, let me give some advice:        •  Do not blame people when they fail to use your products properly.        •  Take people’s difficulties as signifiers of where the product can be improved.        •  Eliminate all error messages from electronic or computer systems. Instead, provide help and guidance.        •  Make it possible to correct problems directly from help and guidance messages. Allow people to continue with their task: Don’t impede progress—help make it smooth and continuous. Never make people start over.        •  Assume that what people have done is partially correct, so if it is inappropriate, provide the guidance that allows them to correct the problem and be on their way.        •  Think positively, for yourself and for the people you interact with.

If I had to do it all over again, I would have encouraged employees to make more mistakes. —Thomas Watson, IBM

They measure the core elements needed to attract, focus, and keep the most talented employees. Here they are: 1. Do I know what is expected of me at work? 2. Do I have the materials and equipment I need to do my work right? 3. At work, do I have the opportunity to do what I do best every day? 4. In the last seven days, have I received recognition or praise for doing good work? 5. Does my supervisor, or someone at work, seem to care about me as a person? 6. Is there someone at work who encourages my development? 7. At work, do my opinions seem to count? 8. Does the mission/purpose of my company make me feel my job is important? 9. Are my co-workers committed to doing quality work? 10. Do I have a best friend at work? 11. In the last six months, has someone at work talked to me about my progress? 12. This last year, have I had opportunities at work to learn and grow?

made a discovery: Measuring the strength of a workplace can be simplified to twelve questions. These twelve questions don’t capture everything you may want to know about your workplace, but they do capture the most information and the most important information. They measure the core elements needed to attract, focus, and keep the most talented employees. Here they are: 1. Do I know what is expected of me at work? 2. Do I have the materials and equipment I need to do my work right? 3. At work, do I have the opportunity to do what I do best every day? 4. In the last seven days, have I received recognition or praise for doing good work? 5. Does my supervisor, or someone at work, seem to care about me as a person? 6. Is there someone at work who encourages my development? 7. At work, do my opinions seem to count? 8. Does the mission/purpose of my company make me feel my job is important? 9. Are my co-workers committed to doing quality work? 10. Do I have a best friend at work? 11. In the last six months, has someone at work talked to me about my progress? 12. This last year, have I had opportunities at work to learn and grow?

Your message should be constant. Talk to your kids about drugs and alcohol from an early age and don’t stop. Encourage your employees every day—not simply after successes, but through the tough times as well.

We may not always know why we’re in a certain place or position, but God knows. It may involve being a virtuous wife, mother, or employee, but it could also involve interceding for a lost soul or encouraging someone who has lost all hope and given up on life.

Every time you open your mouth, you influence the culture of the workplace. You have the opportunity to change and improve employee morale, engagement, and productivity. You can affirm worth and potential by providing encouragement and showing support for your people. You can ignite a fire within people. To

We encourage people to take real vacations, although not to promote “work-life balance.” If someone is so critical to the company’s success that he believes he can’t unplug for a week or two without things crashing down, then there is a larger problem that must be addressed. No one should or can be indispensable. Occasionally you will encounter employees who create this situation intentionally, perhaps to feed their ego or in the mistaken belief that “indispensability” equals job security. Make such people take a nice vacation and make sure their next-in-line fills in for them while they are gone. They will return refreshed and motivated, and the people who filled their shoes will be more confident. (This is a huge hidden benefit of people taking maternity and paternity leaves too.)

MANAGING STRICTLY BY NUMBERS IS LIKE PAINTING BY NUMBERS Some things that you want to encourage will be quantifiable, and some will not. If you report on the quantitative goals and ignore the qualitative ones, you won’t get the qualitative goals, which may be the most important ones. Management purely by numbers is sort of like painting by numbers—it’s strictly for amateurs. At HP, the company wanted high earnings now and in the future. By focusing entirely on the numbers, HP got them now by sacrificing the future. Note that there were many numbers as well as more qualitative goals that would have helped:   Was our competitive win rate increasing or declining?   Was customer satisfaction rising or falling?   What did our own engineers think of the products? By managing the organization as though it were a black box, some divisions at HP optimized the present at the expense of their downstream competitiveness. The company rewarded managers for achieving short-term objectives in a manner that was bad for the company. It would have been better to take into account the white box. The white box goes beyond the numbers and gets into how the organization produced the numbers. It penalizes managers who sacrifice the future for the short term and rewards those who invest in the future even if that investment cannot be easily measured. CLOSING THOUGHT It is easy to see that there are many ways for leaders to be misinterpreted. To get things right, you must recognize that anything you measure automatically creates a set of employee behaviors. Once you determine the result you want, you need to test the description of the result against the employee behaviors that the description will likely create. Otherwise, the side-effect behaviors may be worse than the situation you were trying to fix.

If you investigate companies that have failed, you will find that many employees knew about the fatal issues long before those issues killed the company. If the employees knew about the deadly problems, why didn’t they say something? Too often the answer is that the company culture discouraged the spread of bad news, so the knowledge lay dormant until it was too late to act. A healthy company culture encourages people to share bad news. A company that discusses its problems freely and openly can quickly solve them. A company that covers up its problems frustrates everyone involved. The resulting action item for CEOs: Build a culture that rewards—not punishes—people for getting problems into the open where they can be solved.

(Inspirational communication) ​–​Says things that make employees proud to be a part of this organization. ​–​Says positive things about the work unit. ​–​Encourages people to see changing environments as situations full of opportunities. (Intellectual stimulation) ​–​Challenges me to think about old problems in new ways. ​–​Has ideas that have forced me to rethink some things that I have never questioned before. ​–​Has challenged me to rethink some of my basic assumptions about my work. (Supportive leadership)

My leader or manager: (Vision) ​–​Has a clear understanding of where we are going. ​–​Has a clear sense of where he/she wants our team to be in five years. ​–​Has a clear idea of where the organization is going. (Inspirational communication) ​–​Says things that make employees proud to be a part of this organization. ​–​Says positive things about the work unit. ​–​Encourages people to see changing environments as situations full of opportunities. (Intellectual stimulation) ​–​Challenges me to think about old problems in new ways. ​–​Has ideas that have forced me to rethink some things that I have never questioned before. ​–​Has challenged me to rethink some of my basic assumptions about my work. (Supportive leadership) ​–​Considers my personal feelings before acting. ​–​Behaves in a manner which is thoughtful of my personal needs. ​–​Sees that the interests of employees are given due consideration. (Personal recognition) ​–​Commends me when I do a better than average job. ​–​Acknowledges improvement in my quality of work. ​–​Personally compliments me when I do outstanding work.

These were the horror stories I’d heard from job candidates coming from other companies. I interviewed veterans who’d worked for eight years in top studios and never shipped a game because of cancellations and changes from marketing. Some publishers didn’t allow their developers to play games, even after-hours (this was especially strange to us, since Blizzard encouraged this, stocking its hallway game cabinets with free copies of games for people to check out on a first-come, first-served basis). Yet some studios considered familiarity with other games bad for morale and prevented their employees from hanging posters from other projects or properties (including movies) because they didn’t reinforce “team spirit.” Many studios were highly structured, politically driven machines where argument was frowned upon and decisions were made by a small number of people. But the most common flaw in the industry at the time was its shortsighted nature—treating employees as temporary or easily replaced assets. Dev teams were often rebooted between projects, wiped before they ever established a rhythm or voice of their own. It was no wonder Blizzard retained its employees longer than other companies.

But we cannot expect people to take risks, by speaking up or in other ways, if by so doing they will get fired. Good leaders must cre- ate environments in which employees feel that making evidence- based decisions will always be rewarded, no matter what outcome occurs. The ideal organizational environment encourages everyone to observe, collect data, and speak up. The bosses who create such environments are risking only one thing: a few bruises to their egos. That is a small price to pay for increasing the flow of new ideas and decreasing the risks of disasters.

businesses had a genuine interest in their employees’ happiness, perhaps the single biggest thing they could do would be to encourage them to unionize. Wide-scale research shows that union membership is a large and significant predictor of happiness, with union members consistently reporting far greater well-being than their nonunion peers, independent of income.)

Most management advice for the last twenty-five years has focused on issues like empathy and compassion. Advice books encourage building teamwork through kindness and understanding. There’s been very little written about scaring the pants off employees to improve results. But as Richard Nixon said, “People react to fear, not love—they don’t teach that in Sunday School, but it’s true.

for teams to flag problems that they see. On a monthly basis, bring people together to review them and figure out which ones are worth solving. 9. Stop assigning devil’s advocates and start unearthing them. Dissenting opinions are useful even when they’re wrong, but they’re only effective if they’re authentic and consistent. Instead of assigning people to play the devil’s advocate, find people who genuinely hold minority opinions, and invite them to present their views. To identify these people, try appointing an information manager—make someone responsible for seeking out team members individually before meetings to find out what they know. 10. Welcome criticism. It’s hard to encourage dissent if you don’t practice what you preach. When Ray Dalio received an email criticizing his performance in an important meeting, copying it to the entire company sent a clear message that he welcomed negative feedback. By inviting employees to criticize you publicly, you can set the tone for people to communicate more openly even when their ideas are unpopular.

untapped need. Give employees three weeks to develop proposals, and then have them evaluate one another’s ideas, advancing the most original submissions to the next round. The winners receive a budget, a team, and the relevant mentoring and sponsorship to make their ideas a reality. 2. Picture yourself as the enemy. People often fail to generate new ideas due to a lack of urgency. You can create urgency by implementing the “kill the company” exercise from Lisa Bodell, CEO of futurethink. Gather a group together and invite them to spend an hour brainstorming about how to put the organization out of business—or decimate its most popular product, service, or technology. Then, hold a discussion about the most serious threats and how to convert them into opportunities to transition from defense to offense. 3. Invite employees from different functions and levels to pitch ideas. At DreamWorks Animation, even accountants and lawyers are encouraged and trained to present movie ideas. This kind of creative engagement can add skill variety to work, making it more interesting for employees while increasing the organization’s access to new ideas. And involving employees in pitching has another benefit: When they participate in generating ideas, they adopt a creative

A second theme in employees’ comments was psychological safety: employees described how the titles opened people up and helped change the culture inside the organization to encourage information sharing and unique ideas. Amy

second theme in employees’ comments was psychological safety: employees described how the titles opened people up and helped change the culture inside the organization to encourage information sharing and unique ideas.

This is how KLM balanced the freedom in the frame. Employees were not ordered to use social media, and the approach was not scripted by senior management. A small group of willing employees was given a small budget to experiment with social media, mostly to learn how its audience responds. KLM monitored how recipients reacted to their surprises—whether they tweeted about it or mentioned it on Facebook.33 In this case, the forty gifts created a social media storm: the KLM Twitter feed was viewed more than one million times in three weeks. Not bad for an experiment based on something that the employees found intrinsically interesting and were excited to try. But leaders needed to have the strategy of encouraging freedom within the frame, and also needed to be ready to learn when the experiments did not go exactly as planned.

When employees have someone at work who encourages their development, there is a 90% chance they will be engaged.

ENCOURAGE your employees to take care of themselves because it’s hard to help others unless you feed your own soul.

Good stories: 1. Connect us to our purpose and vision for our career or business. 2. Allow us to celebrate our strengths by remembering how we got from there to here. 3. Deepen our understanding of our unique value and what differentiates us in the marketplace. 4. Reinforce our core values. 5. Help us to act in alignment and make value-based decisions. 6. Encourage us to respond to customers instead of react to the marketplace. 7. Attract customers who want to support businesses that reflect or represent their values. 8. Build brand loyalty and give customers a story to tell. 9. Attract the kind of like-minded employees we want. 10. Help us to stay motivated and continue to do work we’re proud of.

3. MIGRATE YOUR DNA New products require new capabilities. Equally, new products can result from the unique character and living expansion of your firm. No two species are identical. Neither are two ventures. The mix of founders and early employees is unique. Nobody will ever do things quite the way you do. The more different you can make your firm, the better. Intelligently, of course, ★ hire and promote people who have similar attitudes to the target market; ★ hire people who get on well with each other and go the extra mile for customers and colleagues; ★ hire people who have a high ratio of smarts to cost - younger or from neglected talent pools; ★ hire risk-takers, experimenters, explorers, oddballs, and those with a restless spirit; ★ train on the job; team novices with senior role models; concentrate on the few things customers like most, that can be done with least effort and cost; ★ make your venture bright, quirky, colourful, distinctive, fun and highly commercial - thrilling customers at a high profit for the firm. Encourage smart experiments at every level, in every way, at every time. Make it a way of life in your firm. Then, sooner or later, your star will emerge. LEK did not start by migrating its product. First we migrated its DNA, then we created products we were uniquely able to sell. This goes against the grain, but it works!

Take the focus you identified in step one and create a focus question. Here are a few examples: Imagine it’s two years from now and we have microinnovation happening at every level of the organization. What behaviors are we seeing at the executive, manager, and frontline level? What would it really mean for us to have an organization in which every employee was empowered and encouraged to be a true Customer Advocate? What behaviors would we see at the executive, manager, and frontline level? How do we get better at solving the most important problems impacting our business? What behaviors do we need to develop, encourage, and reward at the executive, manager, and frontline level? Notice that every one of these questions is focused on identifying behaviors. That’s vital to make this vision something you can clearly describe, train to, reinforce, observe, and measure.

Cultivate Curiosity means to intentionally seek out ideas, engagement, and solutions. In organizations with a strong Curiosity culture, executives ensure that infrastructure and training encourage microinnovation, sharing ideas, and advocating for customers. Leaders at every level ask courageous questions to uncover new ideas, and employees consistently look for ways to make things better—and then share their discoveries.

Celebrate solutions, yes, but also celebrate the act of contributing. Call attention to and celebrate employees who share new ideas and solutions—even when those solutions don’t work. You get more of what you celebrate and encourage. Don’t celebrate only the ideas that work; celebrate the act of sharing thoughtful ideas and solutions. You’ll get more solutions and some of those will work.

Getting his job as president of Morgan Stanley had been a struggle, and Mack was there to stay. Years earlier, he had ousted former president Robert Greenhill in a palace coup while Greenhill was on the ski slopes entertaining clients. Greenhill had not been a pushover; his tightly knit group of loyalists had earned the nickname Branch Davidians. Nevertheless, after a bitter contest, Mack had won, and Greenhill’s group, like the Waco, Texas, cult, was out. Mack was a charismatic leader, charming as well as intimidating. One Morgan Stanley manager described him as “the best salesman I’ve ever seen.” He scheduled informal lunches with all of the lowest-level employees at Morgan Stanley, in groups. His office had two glass canisters filled with candies and a gumball machine, to encourage colleagues to stop by and chat. Mack was worshipped for his patriotic addresses to the firm as well as his inspiring locker-room pep talks. Even the most hard-hearted of Morgan Stanley’s managers were moved by Mack’s most stirring speeches. He had given many of them goosebumps, and even made a few cry. Mack seemed adept enough to resolve just about any conflict. When the trustees of socialite Doris Duke’s $1.2 billion estate needed someone to step in and settle the brawl over her estate, including accusations of murder, whom did they ask? John Mack.

treat chat like a sauna—stay a while but then get out . . . it’s unhealthy to stay too long.” Alternatively, we might schedule a team meeting on group chat so that everyone is on at the same time. When used this way, it can be a great way to reduce in-person meetings. It’s telling that the CEO of a group-chat company advises limiting the use of its product. And yet, many organizations that use these services encourage employees to lurk in the group-chat sauna all day long. This is a corrosive practice that individuals can’t always change on their own. We’ll tackle dysfunctional company culture later in the book.

In 2017, two former Planned Parenthood employees appeared in a Live Action video, revealing that the organziation imposes abortion quotas on its clinics and incentivizes workers to convince women to choose abortion.70 Sue Thayer, former manager of the Planned Parenthood clinic in Storm Lake, Iowa, told Live Action that executives would reward clinics with pizza parties or extra paid time off if they met their abortion targets. Clinics that didn’t offer abortions were given quotas for abortion referrals made to other Planned Parenthood facilities. “I trained my staff the way that I was trained, which was to really encourage women to choose abortion and to have it at Planned Parenthood because it counts towards our goal,” Thayer said.71 Former Planned Parenthood nurse Marianne Anderson told Live Action, “I felt like I was more of a salesman sometimes, to sell abortions. We were constantly told we have quotas to meet to stay open.”72

Welcome criticism. It’s hard to encourage dissent if you don’t practice what you preach. When Ray Dalio received an email criticizing his performance in an important meeting, copying it to the entire company sent a clear message that he welcomed negative feedback. By inviting employees to criticize you publicly, you can set the tone for people to communicate more openly even when their ideas are unpopular.

Invite employees from different functions and levels to pitch ideas. At DreamWorks Animation, even accountants and lawyers are encouraged and trained to present movie ideas.

Meanwhile, the chain cut back on a lot of what might have helped deter shoplifting. Lee Scott, Walmart’s chairman from 2000 to 2009—the years when the opiate addiction crisis was gathering force—came in to boost profits by cutting costs. Workers already weren’t paid a lot. Under Scott, Walmart stores cut staff on the floor and greeters at the entrances, all of which deterred crime. It seemed to me that their store design already encouraged shoplifting, with dimmer lights compared to other stores, no videos in restrooms or at blind corners. With automatic cashiers at the exits, shoppers could spend an entire outing at Walmart and not see an employee. In a good many towns, Walmart was the only store. In others, it was one of the few, coexisting with a supermarket, maybe a Big Lots or a JCPenney. Either way, I found, no chain had a reputation among drug users for being easier to rip off than Walmart. I heard this over and over. They avoided Target because of its wider aisles and brighter lights. Whatever the dealers wanted in exchange for their dope was usually available at Walmart. The chain offered an easy shopping experience—and an easy shoplifting experience, as well. “It was convenient,” said Monica Tucker, who runs a drug rehab center in eastern Tennessee but was a meth addict for seven years, and supported her habit at Walmart. “Anything you were requested to get [by the dealer], you could find it there. We stole lots of food. We weren’t eating because we were on meth, but everybody else was hungry at the dope dealer’s house.” With opioids, then later with meth, plentiful drug supply was paired with this easy source of goods to barter. Had there been the same vibrant Main Streets, ecosystems of the locally owned stores that were the lifeblood of many owners who lived in town and returned their profits to it, both the opioid crisis and the meth problem might have spread less quickly in many parts of the country.

there are several huge downsides to confidential feedback. One, it doesn’t force peers to have direct conversations with each other. Therefore, it is a missed opportunity to drive a culture of direct, open feedback. In the worst cases it encourages backstabbing behavior. Two, managers have to read and synthesize all the peer feedback for all employees, since it isn’t transparent to them.

We designed a workshop introducing hundreds of employees to the notion that jobs are not static sculptures but flexible building blocks.” After the ninety-minute intervention, in which the participants were encouraged to think more creatively about ways of customizing their positions (i.e., adapt them so that what they did every day was aligned with their personal vision), these employees reported being happier and were 70 percent more likely to land a promotion than their peers who hadn’t participated in the workshop.

When the National War Labor Board froze salaries during and after World War II, companies facing severe labor shortages discovered that they could attract workers by offering health insurance instead. To encourage the trend, the federal government ruled that money paid for employees’ health benefits would not be taxed.

Create a distraction-free mode for your team. Dale Partridge, author of People Over Profit, went as far as to equip his team with lamps and squirt guns to encourage them to focus when he was CEO of Sevenly. As he explained to me, “One of the smartest things I did at Sevenly was to build custom walnut desk lamps for the entire team. They turned them on whenever they wanted to focus, and the rule was that no one was allowed to interrupt them when their lamp was on. All forty-five employees were allowed to have up to three hours of uninterrupted focus time per day—we had to limit it because that uninterrupted time was so addictive! I also equipped everyone with a squirt gun they could spray each other with when they were interrupted.

Here’s the thing: many organizations are deactivating the part of employees’ brains called the seeking system. 3 Our seeking systems create the natural impulse to explore our worlds, learn about our environments, and extract meaning from our circumstances. 4 When we follow the urges of our seeking system, it releases dopamine—a neurotransmitter linked to motivation and pleasure—that makes us want to explore more. 5 The seeking system is the part of the brain that encouraged our ancestors to explore beyond Africa. And that pushes us to pursue hobbies until the crack of dawn and seek out new skills and ideas just because they interest us. The seeking system is why animals in captivity prefer to search for their food rather than have it delivered to them. 6 When our seeking system is activated, we feel more motivated, purposeful, and zestful. We feel more alive. 7 Exploring, experimenting, learning: this is the way we’re designed to live. And work, too. The problem is that our organizations weren’t designed to take advantage of people’s seeking systems. Thanks to the Industrial Revolution—when modern management was conceived—organizations were purposely designed to suppress our natural impulses to learn and explore.

Pay to Quit … was invented by the clever people at Zappos, and the Amazon fulfillment centers have been iterating on it. Pay to Quit is pretty simple. Once a year, we offer to pay our associates to quit. The first year the offer is made, it’s for $2,000. Then it goes up one thousand dollars a year until it reaches $5,000. The headline on the offer is ‘Please Don’t Take This Offer.’ We hope they don’t take the offer; we want them to stay. Why do we make this offer? The goal is to encourage folks to take a moment and think about what they really want. In the long-run, an employee staying somewhere they don’t want to be isn’t healthy for the employee or the company.”—Bezos (2013 Letter)

The second program is called Pay to Quit. It was invented by the clever people at Zappos, and the Amazon fulfillment centers have been iterating on it. Pay to Quit is pretty simple. Once a year, we offer to pay our associates to quit. The first year the offer is made, it’s for $2,000. Then it goes up $1,000 a year until it reaches $5,000. The headline on the offer is “Please Don’t Take This Offer.” We hope they don’t take the offer; we want them to stay. Why do we make this offer? The goal is to encourage folks to take a moment and think about what they really want. In the long run, an employee staying somewhere they don’t want to be isn’t healthy for the employee or the company.

Although employers aren’t trying to entice employees to quit, their goal is similar in arriving at a compensation package to get the prospect to accept the offer and stay in the job. They must balance offering attractive pay and benefits with going too far and impairing their ability to make a profit. Employers also want employees to be loyal, and work long, productive hours, and maintain morale. An employer might or might not offer on-premises child care. That could encourage someone to work more hours . . . or scare off a prospective employee because it implies they may be expected to sacrifice aspects of their non-work lives. Offering paid vacation leave makes a job more attractive but, unlike offering free dining and exercise facilities, encourages them to spend time away from work. Hiring an employee, like offering a bet, is not a riskless choice. Betting on hiring the wrong person can have a huge cost (as the CEO who fired his president can attest). Recruitment costs can be substantial, and every job offer has an associated opportunity cost. This is the only person you can offer this opportunity. You might have dodged the cost of hiring Bernie Madoff, but you might have lost the benefit of hiring Bill Gates.

Greg Peters, who replaced Neil Hunt as chief product officer in 2017, is one example. Greg gets to work at the normal hour of 8:00 a.m. and leaves the office by 6:00 p.m. to be home for dinner with his children. Greg makes a point of taking big vacations, including visiting his wife’s family in Tokyo, and encourages his staff to do the same. “What we say as leaders is only half the equation,” Greg explains. “Our employees are also looking at what we do. If I say, ‘I want you to find a sustainable and healthy work-life balance,’ but I’m in the office twelve hours a day, people will imitate my actions, not follow my words.

Go,” she called to Marsh, but he needed no encouragement. Together they flew onto the field surrounding the house. The scene was drowned in mist. Gray forms blurred in the distance as they converged toward the house. Margot, bent double, kept one hand on Marsh’s collar. Dawn can’t be far. Please. It can’t be. She tried to track the forms about them, but their ferocious pace made it hard to see anything. Marsh, dragging her in his wake, chose a gap between the gray figures. Margot had a second-long glimpse of twisted faces, hollow eyes, and black-threaded mouths, and then they were past, racing down the hill. To where? The employee accommodations? Off the land entirely? I can survive a headache for a couple of hours if it means the dead ones aren’t able to follow.