Simplicity

More wise words from JK

2011-10-02T21:31:00.001+01:00

My friend Janardhanan Kannan (JK) from Bangalore asked me if he can post this on my Simplicity Blog and as always it is a great pleasure for me to do that.

What is Simplicity??......................in simple words .... by JK

Peace is Simplicity.Happiness is Simplicity. Simplicity is beauty.Loving and Caring is Simplicity

Choose a day as your "Day of Simplicity."

Speak little, and listen with attention.......i.e simplicity

Do something incognito and nice for a person you are close to. i.e.simplicity.

Eat simple and natural food. i.e simplicity

Create time periods for not doing anything – just walk, look around, live the moment........simply....i.e simplicity

Have your mind open to a more profound and silent sensitivity.i.e simplicity

Appreciate each scene and each person as they are. In the evening, write down your discoveries.

Observe the state of your mind. i.e.simplicity

Simplify your needs and wants and thereby simplify your living.i.e. simplicity.

And be a part of "Simplicity blog" of my friend Trevor Gay and continue to associate with the Blog.

Customer Service alive and well

2011-07-15T23:53:00.005+01:00

Just when I think exceptional customer service (ECS) is dead from the neck upwards – despite the fact I teach it – I am sometimes positively impressed by fabulous, though small, practical examples of ECS shown by front line staff working on their own initiative.

Yesterday I drove my car into Nationwide Tyres in Coventry because I had a flat tyre. I’d managed to get enough air in the tyre to drive to my local Nationwide Tyres about a mile from home.

The young tyre fitter who dealt with my enquiry removed the offending wheel and spent around 20 minutes trying to find the air leak. Despite his best efforts he failed to find any problem with the tyre. So he inflated the tyre to 32 psi and said I could go back later in the day and he would check it just to discover whether or not there was a puncture. I dutifully arrived back at Nationwide Tyres some 5 hours later and he tested the pressure finding it had not reduced. Whilst at it he looked and tested all four tyres.

All in all he probably spent 45 minutes on my problem in my two visits.

I asked him how much I owed him, expecting a minimum charge of maybe £30. The young man shrugged and said;

‘It’s ok mate – I’ve done nothing’

I happily gave him £10 and told him to get himself a drink.

“I’ve done nothing” … And yet he did an awful lot for his own reputation and for the reputation of his company.

How amazing it is that people at the front line know so much more about real customer care than managers far removed from the front line.

This tyre fitter made a positive impression on me and I now have a positive impression of his company. I firmly believe it was intuitive and not taught – he was just good at looking after his customer.

School of Couriosity!

2011-06-01T08:51:00.000+01:00

Take a look at the new School of Curiosity Blog of my friend and Social Entrepreneur Malcolm McClean.

Malcolm makes things happen rather than waiting for things to come his way.

He has loads of creative ideas about work and innovation and all are rooted in common sense, pragmatism and simplicity.

I have a feeling Malcolm’s new blog will be as successful as his Bearhunt project and his Its a Goal project

Watch out for Malcolm’s name and get in touch with him if you want to change things and be part of projects aimed at improving people’s lives.

Good luck Malcolm and keep rattling cages!

Title number 19 .... United are the greatest!

2011-05-15T19:06:00.002+01:00

My beloved Manchester United under the inspiring leadership of Sir Alex Ferguson won our 19th Championship yesterday ... all the more special that we now overtake our great rivals Liverpool who have won 18 titles. We are now officially the best team in English football history and that is a FACT …. Can someone let Mr Benitez know … given how he loves FACTS

It was so popular they’ve created a special motorway sign on the M6 to commemorate the occasion!

Eat your heart out Liverpool FC

Happy Days!

Tacit Knowledge - how to use it?

2011-04-27T18:42:00.003+01:00

My mentor Ken and I have been exchanging email thoughts about TACIT KNOWLEDGE. We'd love to hear your ideas about how tacit knowledge can be effectively captured and used.

My understanding of tacit knowledge is knowledge that is difficult to write down or express. It’s kind of intangible and difficult to pass on because it’s so difficult to ‘get hold of.’ I suppose an example might be how some people can play the piano by ear rather than by learning from formal piano lessons. Another example might be a footballer (George Best, Pele or Maradona as examples) who does things that can’t be taught on the training pitch and are not learned through coaching. It’s just part of the person – it therefore makes it virtually impossible to pass on or teach.I love the idea that if we could understand it more and ‘bottle it’ we could use it as a force for good. So ..... Simplicity Blog reader ...... What’s your take on it?

Finding Why

2011-04-19T08:21:00.003+01:00

The world of business is changing. There is a growing trend toward more honesty, more generosity, more just plain human behaviour. My mad friend (his words not mine) Joel D Canfield would like to lead the charge toward something totally different. Today, he's shifting his focus from his various businesses to a philosophy he thinks will change the world.

Joel says:

"Too many people spend life stuck, going through the motions; believing they know what to do and how to do it, but never really clear on why. Finding 'why' makes 'what' and 'how' become clear. I want to help folks who are stuck being what the world expected to find their why, to find meaning and joy in life, and show the world who they really are."

Visit his new website http://FindingWhy.com/

As expected, there's honesty, generosity, just plain human-ness. 10,000 words already written and hundreds of thousands to come. Free downloads. Room for conversation. A little insanity.

Joel's putting out the welcome mat right now.

Managers and Leaders

2011-04-09T17:38:00.000+01:00

I am honoured that my friend JK from Bangalore, India has given me this piece of wisdom to post on my Simplicty Blog - thank you JK.

========================================

Please Read & amp; understand the contrast between the Managers and Leaders and then decide for yourself what would "YOU LIKE TO BE"?????

Managers.                                                            Leaders.
---------------------------------------------------------------------------

Says "Go"                                                             Says "Let us Go"

Production oriented.                                             People oriented.

Delegates Responsibilities.                                Maintains Develops.

Shows who is wrong.                                            Shows What is Wrong.

Administers.                                                           Innovates.

A Copy                                                                  The Original.

Asks "How"                                                            Asks "Why" & "What".

Drives Team Members.                                        Trains Team Members.

Imitates.                                                                  Originates.

Accepts the Status-Quo.                                       Challenges the Status-Quo.

Short Term Results.                                                Long Term Vision.

Plans & Budgets.                                           Change & Risks.

Standards.                                                               Values.

Can be appointed.                                                  Should be accepted.

Talks a lot.                                                               Listens a lot.

Tells.                                                                        Asks.

Presumes.                                                               Explores.

Seeks control.                                                         Seeks commitment.

Orders.                                                                     Challenges.

Works on.                                                                Works with

Positional Power.                                                    Personal Power.

Keeps distant.                                                          Makes contact.

Says what to do.                                                       Shows how to do.

Demands respect.                                                    Commands respect.

Works in the system.                                                 Works on the system.

Gets the best out of the resources.                          Organises the best resources.

System centric.                                                            People centric.

Professional (IQ).                                                        Emotional (IQ).

Directional.                                                                  Inspirational.

Systematic.                                                                  Charismatic.

Have schemes.                                                            Have dreams.

Says "Some thing must be done".                             Says "I must do some thing."

Doing things Right.                                                       Doing right things.

Moretransactional.                                                        More transcendental.

Creates Fear.                                                               Creates Confidence.

Creates resentment.                                                    Breeds Enthusiasm.

Says "I"                                                                         Says "We"

Fixes blame.                                                                 Fixes mistakes.

Knows "How"                                                               Shows "How"

Drives.                                                                          Leads.

Has Employees.                                                         Has Followers.

People need Managers.                                            People long for Leaders.

And.......................................................................

The Ultimate Leader says.......

"I did it".........whenever some thing go haywire.......says......

"We did it"......whenever something is semi good and says........

"You did it":....whenever everything go Right.

Sir Alex - Genius and gentleman ....

2011-04-03T21:10:00.003+01:00

Below is a list of trophies won by Sir Alex Ferguson as Manager of Manchester United Football Club in the last 21 years since 1990.

Premier League (11): 1992–93, 1993–94, 1995–96, 1996–97, 1998–99, 1999–2000, 2000–01, 2002–03, 2006–07, 2007–08, 2008–09
FA Cup (5): 1989–90, 1993–94, 1995–96, 1998–99, 2003–04 League Cup (4): 1991–92, 2005–06, 2008–09, 2009–10 FA Charity/Community Shield (9): 1990, 1993, 1994, 1996, 1997, 2003, 2007, 2008, 2010
UEFA Champions League (2): 1998–99, 2007–08
UEFA Cup Winners' Cup (1): 1990–91
UEFA Super Cup (1): 1991
Intercontinental Cup (1): 1999
FIFA Club World Cup (1): 2008

That is an amazing 35 Major trophies won in 21 years and ….. With a little luck 2 more to add to that list in a few weeks’ time!

Quite simply there has never been a more successful football manager in the long and distinguished history of British football. I suggest there has never been a more successful manager anywhere in world football.

When business authors look for successful people to use as examples of how management and leadership can be perfected I suggest they take a look at Sir Alex rather than the usual suspects from the traditional, boring, stuffy world of business.

I’ve been lucky enough to communicate directly three times in my life with Sir Alex and on each of those three occasions I found him to be a wonderful man who made me feel special. There was no pretentiousness or self-importance we see in some high profile people. Quite the opposite in fact, Sir Alex was genuine, humble, obliging and very kind.

Sir Alex is now approaching 70 years old and has been in charge at Old Trafford, home of my beloved Manchester United since 1986 and shows no signs of losing his competitiveness.

Long may Sir Alex reign at the Theatre of Dreams.

What might have been if .....

2011-03-30T21:53:00.009+01:00

Ever have mad moments of thinking about what might have been? After a Twitter exchange with my friend Tom Asacker from the US this evening I got to thinking about what might have been if UK Business Schools had as their leaders for the last 30 years, people like Sir Richard Branson and the late great Dame Anita Roddick. These two cage rattling, rebellious, unconventional business icons are - I suggest - the greatest entrepreneurs by a million miles that the UK has seen in the last 50 years. One thing they have in common is the complete lack of traditional or formal management training. I for one would love to have attended the fictitious “Virgin Business School” or “The Body Shop Business School” safe in the knowledge that the person leading and pulling the strings was Branson or Roddick. Instead we persist in a traditional UK model of teaching management from a formal, institutional and stuffy perspective rooted in past times as if it were the Holy Grail …. And then we wonder why the UK is no longer a leader in ANYTHING to do with management or leadership on the world stage; whilst younger, less traditional and less stuffy academic institutions elsewhere in the world innovate and lead. As someone once said ….. “If you always do what you always did you'll always get what you always got.”

Einstein on Capitalism and Socialism

2011-03-26T23:21:00.005Z

Albert Einstein of course was not commenting on Britain in 2011 but he could have been. This was the great man writing in his book “Why Socialism?” in 1949 just 6 years from the end of his illustrious and iconic life. Here is Einstein’s argument against what he calls the grave evils of Capitalism: “I am convinced there is only one way to eliminate these grave evils [capitalism], namely through the establishment of a socialist economy, accompanied by an educational system which would be oriented toward social goals. In such an economy, the means of production are owned by society itself and are utilized in a planned fashion. A planned economy, which adjusts production to the needs of the community, would distribute the work to be done among all those able to work and would guarantee a livelihood to every man, woman, and child. The education of the individual, in addition to promoting his own innate abilities, would attempt to develop in him a sense of responsibility for his fellow men in place of the glorification of power and success in our present society.” Thanks - I’m with you Albert!

Reflections from a mentor

2011-03-24T20:45:00.003Z

In one of my regular e mail discussions with one of my greatest mentors he gave me a wonderful insight about how people can be abused in the modern world of management. I have his permission to reproduce his comments on my Simplicity Blog and for me it is an absolute honour. I have learned a lot from this man – his opinions are ALWAYS worth listening to.

Here goes – By the way I’ve changed names and initials to protect identities:

“I've just had a very sad conversation with Jane. She, just like you and I were in those far off days before regime change, is absolutely passionate about this place and getting it right for the patient.

It looks very much as if she is being side-lined and seconded to some non-post.

Ever since JC left and successor appointed, this organisation has been slipping backwards to the behaviour and ethics that prevailed in the short fat bloke's reign that you and I remember so well - nothing so overt or aggressive just insidious undermining dishonesty/uncertainty/lack of trust. Jane is not the first that it has happened to and no doubt won't be the last.

It got me thinking about how much we take our cues from our leaders and the impact, either direct or by implication they have on our work no matter how diligent we are.

Jane was postulating about what she actually achieved and might it be better, or at least no worse, should she not be around. But like any leader I tried to reassure her that she sets the tone; its intangible, its unwritten, unquantifiable. An organisation reflects its leader's behaviour, standards, pace and direction.

JC, for all his faults, brought a different and more agreeable feel to this organisation after the short fat bloke was ousted. I don't really have to tell you that. Just wanted a rant at the injustice of it but again, as I've told Shelly, you and I both ended up in a far better place.”

Thank you Mr Mentor!

An oasis of tranquility

2011-03-23T20:59:00.001Z

A positive comment from a person new to Simplicity Blog always re-energises me to write some more …… so thanks a lot Ralph!

Some of my rants are blunt and fired straight from the hip without too much thought but I want to share a calmer, more reflective few words.

Today Annie and I performed a 6 minute drama sketch to a group of older folks in a residential home for people with dementia.

It was just magical and an absolute delight to be a small part of.

When we arrived the folks were talking, seemingly across each other, some were wandering around apparently aimlessly and confused. It was pretty clear some of these mature men and women are in the advanced stage of dementia.

AND YET ……..

During our very simple bit of drama there was just a fantastic 30 to 60 second ‘window’ when one could have heard a pin drop …. Such was the attention given to us by our audience. They were totally with us and engaged.

I just don’t have the vocabulary to describe in words what a kick that gave us both. It was as if they found an oasis of reality, solitude and tranquillity in their seemingly, chaotically ordered lives.

It made me ..... yet again ..... realise that generalisations about illness or condition are completely unhelpful and totally unfair. We have to look at individual circumstances and rest assured there can always be great joy, hope and understanding ..... however difficult that may appear at first glance.

It's not Charity - its Justice

2011-03-18T22:22:00.002Z

Capitalists - Please don’t insult and patronise me with rubbish and meaningless statements such as “We can’t trust where the money goes” or … “Capitalism means the money trickles down” … it’s just a lot of cobblers quite frankly. As I watch Comic Relief - and cry - I cannot help but think of the words of Archbishop Dom Helder Camara as follows “When I feed the poor, I am called a saint. When I ask why they are poor, I am called a communist”

I read recently that if you are on the MINIMUM WAGE in the UK you are among the top 11% wage earners in the world.

This is not about charity – it’s about justice!

Good bosses do the 'ugly stuff' well

2011-03-15T22:55:00.005Z

Been thinking about leaders I’ve worked for and how they handled feedback about performance. The best ones knew how to criticise effectively. Many of them screwed it up and were lousy at giving feedback.

I recall one particular boss in my entire 35 year career in healthcare who explained to me in a private 1-2-1 why I didn’t get the job I’d applied for. I had felt I had a good interview for the job and I was well qualified for the position. To be honest I was pretty angry when I went into his office for feedback. I came out half an hour later agreeing with him that I was not the right person for that job. He was right; I was wrong simple as that. The thing that made him stand out above the rest was he valued me by giving me time, in privacy. Though busy, he was not rushed. He allowed me to talk and asked me how I felt it went – he was clearly a superb listener. Most bosses I had were either: Too rushed; disinterested; too 'clinical' and cold; too personal; or too negative when giving uncomfortable feedback which made me feel even worse.

People only expect (rightly) to be valued as a person - doesn't seem unreasonable does it?

None of us accept criticism well. The good news is there are some bosses who do it well. Long may they reign!

For cryin' out loud I'm NOT 'system generated!!'

2011-02-28T21:47:00.000Z

Twice in the last 5 days I’ve had ‘customer care managers’ (at least that’s what they laughingly called themselves) in two completely unrelated organisations say to me (paraphrasing slightly):

“I’m sorry but it’s a system generated response. Sorry you are upset with its contents but because we deal with so many people it’s not possible to deal with people as individuals”

How sad (tragic actually) is that?

TWO SIMPLE QUESTIONS

1 What is the point of running ANY sort of business if you cannot be responsive to individuals?

2 For crying out loud, why call it customer ‘care’ if you don’t actually give a toss about the individual?

My suggestion is to disband the customer care department in such organisations and have a company motto that simply says:

“We genuinely care for you … Err that is …. If you will be so kind as to fit into our ‘system generated’ profile of what we think a customer must look like”

It makes me sick to be honest but it also makes me even more determined to carry on ranting about it … If I don’t rant about it I’m condoning it at best; and at worst I’m encouraging really crappy companies to carry on ignoring individual customers.

Tom Peters - More Simple Wisdom from the Master!

2011-02-25T21:50:00.001Z

Tom Peters has been the greatest influence on my management and leadership thinking since I read his first book the classic best seller “In Search of Excellence” way back in 1983 – WOW!! -was it really 28 years ago???!!!!

Tom just gets better with age. This 3 minute video is his latest piece of pure wisdom about how to improve communications between teams in organisations.

Is it about the latest cutting edge technology based software system? …. Nope

Is it about sending all your employees on expensive communications workshops? …. Nope

Aha … It has to be about great leadership – Yes? …. Nope

You might be surprised with Tom’s simple solution.

Well said Tom – Unsurprisingly I’m with you 100%

Why don’t you LISTEN to your customer?

2011-02-23T23:00:00.003Z

I have said many times how much I love the modern technology and how it has made life so much easier.

But great customer care is still ALWAYS and ONLY about PEOPLE!!!!

I’ve had a huge argument this evening with my car insurance company.

I’ve got 3 months to my annual renewal and I rang them to let them know my new address as we recently moved. I was told my new postcode comes up on their ‘information system’ as a higher premium area than my old postcode area – that’s fair enough I thought. They then tell me I have to pay £70 for the remaining three months because of this.

£70 represents 26% of my current annual premium and if my maths are correct means I would be paying an additional £280 extra premium next year simply because I’ve moved 7 miles!

I argued with the person on the phone who could only say ‘That’s what the system is telling me.’ So I asked to speak to someone higher up. After a while a ‘supervisor’ of some sort came on the phone and I had a similar discussion and a similar stonewall, immovable and totally inflexible, robotic, scripted reply.

I asked why, as a loyal customer of this company for 15 years, I could not get any dispensation. All she could say was what the automatic information system was telling her. I repeated many times how this was appalling customer service – she didn’t see anything wrong with the customer service. The mere fact she cannot understand why I thought it was terrible customer service tells me all I need to know.

In one fleeting moment of weakness she gave away that she was human after all by admitting that hands are now tied by processes and even the remotest element of initiative and flexibility has been wiped out by strict processes and protocols.

It amazes me …. For all the years I’ve been with this company I’ve told friends, family and other people how good they are. I have always recommended them. Will I do that anymore? ….. What do you think?

This ‘supervisor’ finally told me she could ‘escalate’ my compliant if I wanted …. Initially I said that frankly I couldn’t be bothered … I’d almost lost the will to live by this time …. But then I quickly reflected and changed my mind and said that yes I do want to escalate it. She said I will get a call back from a senior person in the next 72 hours about my complaint. I agreed to escalate it ….. Not because I think anyone in this organisation will change their position (I already know there is not a cat in hells chance of that happening) …… But I simply need them to know they now have one mightily unhappy and previously very loyal customer who, on principle, will not now renew with them come May after 15 years as a customer … And they clearly just don’t give a toss about that.

It is desperately sad how a ‘system’ has crushed the flexibility judgement and initiative of humans. These folks now have an ‘information system’ that gives them only exact and totally inflexible answers. It almost makes me cry that computers have been so ‘mis-used’ in this way.

This company has taken away all emotion and human decision making. It has given in to the ‘machines rule people’ concept …. I am saddened.

Some questions to this company …. Unless I’m missing something very obvious this stuff is really not difficult …. Any 10 year old will understand this ….

Give me one good reason why you upset a very loyal and long standing customer for the sake of a process?

Why don’t you LISTEN to your customer?

Why the hell are your humans beings not allowed to make judgements based on emotion, common sense and the real world?

Why don’t you LISTEN to your customer?

Don’t you realise that customers treated badly and made angry will tell as many people as they can about you?

Why don’t you LISTEN to your customer?

Where does your arrogance come from with your lack of customer responsiveness that implies “Oh well … he will stay with us” …. (By the way …I’ve got news for you … Oh no he won’t!!)

Why don’t you LISTEN to your customer?

All summed up perfectly by business turnaround guru, Victor Palmieri who said:

“Strategies are okayed in boardrooms that even a child would know are doomed to fail. The problem is there’s never a child in the boardroom”

Gotta love this

2011-02-18T23:35:00.003Z

Received a brilliant 'missive' today from a friend. It's about the Tory/Lib Dem Government cuts in healthcare expenditure in the NHS

Yes ... Yes ... I know the Prime Minister says there are no 'cuts' in the healthcare budget …. I say just ask nurses and doctors at the front line - they KNOW the truth. 35 years working in the NHS taught me lots of things - one is NEVER trust what Tory Politicians say about the NHS. They want to demolish it - simple as that.

Don’t believe politicians - especially Tories. They are ripping our NHS apart for reasons of political dogma and not reality just so that the NHS is ripe for privatisation. Mark my words.

Anyway, here is the missive for some Friday evening light relief .... Enjoy.

Proposed cuts to the National Health Service.

The British Medical Association has weighed in on the new Prime Minister David Cameron's health care proposals.

The Allergists voted to scratch it, but the Dermatologists advised not to make any rash moves.

The Gastroenterologists had a sort of a gut feeling about it, but the neurologists thought the Administration had a lot of nerve.

The Obstetricians felt they were all labouring under a misconception.

Ophthalmologists considered the idea short-sighted.

Pathologists yelled, "Over my dead body!" while the Paediatricians said, "Oh, Grow up!"

The Psychiatrists thought the whole idea was madness, while the Radiologists could see right through it.

The Surgeons were fed up with the cuts and decided to wash their hands of the whole thing.

The ENT specialists didn't swallow it - and just wouldn’t hear or speak about it.

The Pharmacologists thought it was a bitter pill to swallow, and the Plastic Surgeons said, "This puts a whole new face on the matter...."

The Podiatrists thought it was a step forward, but the Urologists were pissed off at the whole idea.

The Dentists are fed up to their back teeth and may decide to extract themselves from any new contracts.

The Anaesthetists thought the whole idea was a gas, but the Cardiologists didn't have the heart to say no.

In the end, the Proctologists won out, leaving the entire decision up to the arseholes in London.

'Menial' Rules!

2011-02-18T01:29:00.004Z

Question to all Managers: Have you actually worked on the 'front line' this week - if not why not?

In my new job I’m at last getting back to REAL operational management which means getting my hands dirty. I didn’t realise how much I’d missed it

As Business Development Manager (grand title eh?) I love the new job and doing important jobs like cleaning toilets; cooking meals; making tea for customers and sweeping car parks; THIS STUFF SHOULD BE COMPULSORY FOR ALL MANAGERS.

It’s wonderfully liberating and it sure beats writing those ‘important’ reports in the healthcare business that no one ever reads!

I propose that no manager should be allowed to collect their monthly wage unless they can prove they spent at least 20% of the preceding month actually working on the front line.

There just is no better learning than actually DOING STUFF that all those pretentious, arrogant managers consider ‘menial.’

‘Menial’ rules in my book!

Simplicity is ... loving your customer

2011-01-28T01:08:00.000Z

Let me be clear I love the new technology. I love e mail. I love the internet. I believe it’s wonderful to be living through this time of massive change in communications.

BUT …… if you want evidence that small is beautiful and big is ugly in our brave new technological world …. This is classic.

I discovered Mozilla Firefox a couple of years ago and found it to be better than Internet Explorer as my browser.

I had no problems until about a month ago when suddenly, and for no apparent reason to me, Firefox crashed a couple of times. At first it was occasionally crashing until two weeks ago when it crashed at least 6 times a day. This week I was finding it crashed at least 10 times a day. I kept getting the same message about a crash report being submitted to Firefox and I could add my own comments.

My comments got increasingly angry until I finally lost patience two days ago and said that if someone did not respond to me this time – probably my 20th attempt to get a response - I would switch to Internet Explorer.

Nothing came back and so I switched. Explorer is working perfectly. I didn’t want to change; I was very happy with Firefox; I found it much better than Explorer when I originally changed two years ago.

What irritates me most is that Firefox doesn’t seem to employ human beings capable of answering a message and as a result I left them.

I’m really sorry about sacking Firefox but they have lost me as a customer. I often told people Firefox was a great browser; I now tell people the opposite.

I really wonder about customer service in these large impersonal virtual organisations.

Customers matter whether you are a big or a small organisation. At least with a small organisation there is a good chance you can find a human being who is actually alive.

In large institutions I sometimes wonder how you go about finding someone who gives a toss about customers … or if anyone is vaguely interested in the individual …. Dream on Trevor methinks

Complexity is rife in large organisations and yet overlooking the simplicity of recognising and valuing individual needs, means running the risk of losing your loyal customers.

Oh for the Simplicity of loving your customer – why is that so hard to do?

Wheeler Wisdom!

2011-01-24T23:04:00.010Z

Simplicity is my mantra and my great friend Dave Wheeler from Arkansas, US has come up with what I believe to be the best original quote in leadership that I’ve come across in all my leadership reading and studies.

Dave says the four most important words any leader can say are:

“What do you think?”

Isn’t that just brilliant? And so wonderfully simple!!

Tom Peters, the most famous management guru on the planet considers this one of the most powerful statements he has come across and that’s a massive compliment.

Take a bow Mr Wheeler Sir!

Whose tent are you in?

2011-01-20T22:22:00.003Z

When I was 16, young, innocent and naïve in the early days of my professional career in NHS management, I thought those highly paid managers must be very clever.

I heard them at meetings producing long, complicated words that seemed impressive. They spoke a complex language that I didn’t understand. I was young and felt intimidated about confessing my ignorance of some of the language. As a result I found myself trying to look ‘smart’ too. Maybe I’m the only person in the world of management who has ever done that ….. I think not.

Forty years later I’m older, still (fairly) innocent and not quite so naïve. Most of all I’m a bit more experienced of life and work. I can now confidently say that most of that mysterious language I used to think was clever and smart is in fact a false ‘barrier’ put up by many managers. This barrier is designed to confuse those folks who are not managers.

Let’s be honest, we all do it – whatever our job, trade or profession. We invent our own language and then we ‘talk it’ inside our own tent with our peers. This means we mere ‘average’ folks can’t get inside that tent.

As I got older and more experienced in my NHS career I found it much easier to actually stop people in mid-sentence of their latest diatribe and ask them to speak a language that I understand. I know that’s not necessarily easy for some people to do. It’s pretty natural to want to be part of the crowd - inside the tent with peers. It can feel a bit scary and can make us feel a bit alone and vulnerable if we have what is perceived as the temerity to challenge the credibility of ‘acceptable’ language.

What I’m saying is that if someone is talking bullshit then we might as well tell them it’s bullshit … in a nice way of course. If we allow it to go unchecked we become part of the ‘conspiracy to confuse.’

So ….. I’m up for challenging the pretentiousness of managers who persist in speaking bullshit.. Is anyone else in my tent?

I’d love to hear from you about some of the language you have heard from managers who are programmed to confuse ordinary folks like me.

When it comes to language – keep it simple.

Five Great Questions to Cameron and Clegg

2011-01-17T08:38:00.001Z

Following on from my previous post I think the words of Tony Benn – see below - are more important than ever right now. We have an unelected government in this country that is implementing policies for which it has no mandate from the public.

It illustrates vividly to me how far removed from democracy and integrity the current bunch of power-crazed image-conscious politicians have become.

My political hero is 85 years young former Labour Cabinet Minister, Tony Benn who tells us that when he was an active elected member of parliament he had 100,000 employers – i.e. ALL his constituents. Tony also produced these 5 questions that he says we should ask anyone who has power.

I love the Simplicity of this!

What power have you got?
Where did you get it from?
In whose interests do you exercise it?
To whom are you accountable?
How can we get rid of you?

Memo to Cameron and Clegg: how do you answer Tony’s questions?

Good to be back

2011-01-15T00:19:00.002Z

I’ve missed my regular discussions with friends, old and new on Simplicity Blog and so after a complete break from Blogging for 6 months I’ve decided to write again.

I now see even more hypocrisy in politics. For instance we now have a bunch of politicians who were not elected running Britain. They are implementing policies that have no mandate from the British people. They are loose cannons with power and that is dangerous. If this happened in a third world country we would be raising our arms in horror and calling it uncivilized. Britain is so arrogant!

Mahatma Gandhi when asked what he thought of democracy in Britain, replied famously:

“I think it would be a very good idea”

We now have Clegg that well know puppet of the Tories - and Cameron, born with a golden spoon in his mouth – who are both millionaires, telling the rest of us we all have to bear the pain in the current recession.

There are over 20 millionaires in the Cabinet so I would love to hear about the ‘pain’ they are suffering when compared to the 2000 front line workers sacked this week by Manchester Council.

It’s good to be back – things don’t really change. We need Simplicity more than ever because Simplicity mean straightforward talk – not the sort of political clap-trap we constantly hear from the crop of dull and boring politicians we now have.

Happy Simplicity New Year!

Simplicity Blog - The End

2010-07-28T21:18:00.004+01:00

After five and a half years I’ve decided to suspend my precious Simplicity Blog. Right now and for the foreseeable future I’m simply too busy to dedicate the time that Simplicity Blog deserves.

I’ve always taken great pride in writing (hopefully) interesting and regular postings and I just can’t stand the thought of staggering along with rare postings every few weeks. That just doesn't fit the image of Simplicity Blog because I’ve always loved our dynamic discussions. I think it has provided interest and - dare I suggest - even entertainment for readers.

It has been an absolute pleasure for me to write a total of 1071 posts to my Simplicity Blog since January 2005 and from links I’ve made through comments I now have long standing friendships with many people from all over the world.

Always keep it simple my friends - Bye for now!

UK is the best place to die

2010-07-14T10:49:00.003+01:00

I've just come across a fascinating article called "The Quality of Death: Ranking End-of-Life Care Across the World"

Dying is something not many of us really want to think about but it is surely reassuring to know the UK has come out on top when ranking 40 countries on the quality of death. It seems the UK is the ‘best’ place to die. Dying is one of those subjects that feels a bit taboo - even to write about but I suppose we all need to lobby for 'service excellence' in the delivery of care for people who are coming to the end of their lives.

I spent three years of my healthcare career based in a hospice. I found the front line folks who work directly with the patient and their family in end of life care to be totally inspirational.

Click here to read the report

Doctors and Leadership

2010-07-09T15:55:00.003+01:00

Fascinating stuff about doctors in leadership positions currently in the news. Here are some random ‘Trevor’ thoughts.

In my experience the best combination for the leadership of any healthcare organisation has two key elements.

FIRSTLY a doctor who is committed and interested in the leadership and management functions (but most important is still in touch with clinical practice - i.e. still meets patients!)

SECONDLY that doctor is supported by a manager who takes care of the detail.

In various leadership positions during my healthcare career I loved working alongside a doctor. Doctors in leadership positions, supported by good management make things happen.

Doctors carry far more influence than managers with their medical colleagues.

In an unhealthy manager-doctor relationship there will be a gulf between the manager and the doctor. Often, I’m sad to say, because of ego ‘competition’ about who is the leader.

The best managers recognise the doctor is the politically important figure and the manager role is a supportive one.

When I worked alongside a doctor who was leader, whenever I had a controversial thing to do I would always ‘use’ the doctor to help me get the message over to other medical staff.

Here is some revolutionary thinking for you – guess what?

Doctors take more notice of Doctors.

Some managers try to ‘take on’ doctors as if it is some sort of battle and the manager invariably loses that war.

I always took the view that my role as the manager was to facilitate change; implement plans and strategies; in summary make things happen. The doctor took the leadership/visionary role.

Despite what some managers like to believe, the REALITY is that doctors wield the most power, politically in healthcare.

When I worked in a management role with a doctor interested in the leadership management thing I cherished him/her and kept him/her happy by getting on with the detailed stuff of management while supporting the doc to make key leadership decisions.

Doctors are no different than the rest of us; they have exactly the same issues. If managers just get alongside them; take some time to get to know them; and work with them, there are so many win-win situations. I’ve seen managers fall on their sword because they didn’t understand this simplicity.

My FINAL word on England's World Cup Disaster

2010-07-04T09:14:00.004+01:00

I look at the way Germany has developed a young team by blooding youngsters and I’m convinced it’s the only way we can go.

We can learn so much from the fantastic German professionalism. When do we ever hear of player indiscipline and scandals regarding German players like the stuff we constantly read about England players? – Never is my best guess!

It seems to me our players are more interested in the glamour side of football and the spin offs rather than getting their heads down and playing for the team.

There is no ‘hunger’ in our England players it seems to me.

Sir Alex Ferguson always talks about the need for Manchester United players to have hunger. Paul Scholes, Ryan Giggs and Gary Neville are perfect examples. They have all played at the very top level for Ferguson at United for almost 20 years now and they are still ‘hungry’ despite being in their mid-30’s.

We hear Harry Redknapp on radio yesterday telling us that too many young players today are not prepared to put in the effort to keep ‘up there’ after they get some recognition.

So I come back to my suggestion that we get rid of all the dead wood in the England team – those senior players like Lampard, Gerrard, Terry, Barry, Crouch, Carragher, Heskey and Ashley Cole all have to go - NOW. They are not going to be around in 2018 when we need a top class ‘TOGETHER’ team if we are going to seriously challenge for the World Cup - especially if the tournament is held in this country.

We should keep Wayne Rooney – make him Captain - and also keep Joe Cole who is clearly a committed player. Build the team around those two experienced players and pack the team with keen hungry young players building for 2018.

We can learn an awful lot from the German approach about where we go from here. The evidence is clear – Germany thrashed England and they thrashed Argentina with a bunch of young players who are hungry. They have grown up together and they play for each other – they play with a smile on their faces – clearly they enjoy it.

Sadly the entire England team do not look hungry or happy – they look over fed and lacking in the dedication the Germans exude!

English Football - No Leaders!

2010-06-27T22:19:00.002+01:00

So England crash out of the World Cup pathetically yet again.

The German team were made to look really good and they fully deserved their success. My feeling is this German team are nowhere near good enough to win the World Cup. The truth is we were second rate and despite my eternal optimism and my rose tinted view of English football I have to seriously ask what is wrong with our beautiful game.

We won the World Cup in 1966 and since then we have not looked remotely good enough to win either the World Cup or the European Championship in the 44 subsequent years.

We have some good players and in Fabio Capello we have one of the best managers in the world.

I have come to the conclusion that leadership is lacking. That is leadership on the field and in the Football Association. There is no vision, no purpose and no strategy.

When we look back at 1966 we had a leader in the late Alf Ramsey a manager who had a vision; we also had an inspirational leader on the field in the immortal form of the late Bobby Moore.

Where are the leaders in 2010?

If we are lucky enough to be awarded the World Cup for 2018 I suggest we develop a vision NOW for that tournament. And to develop that vision we need a leader. I have no idea where that leader is going to come from but if we do not have some leadership we might as well get used to at least another 44 years of winning absolutely nothing.

Tom Mabe

2010-06-23T23:01:00.002+01:00

Do you, like me, get fed up with those persistent and annoying tele-sales callers?

Here’s a hilarious way of getting rid of them. I love it ….. I wish I could be so creative.

Enjoy!

Professor George Giarchi - A Special Man

2010-06-22T22:36:00.003+01:00

On a trip down to Devon for a few days break, Annie and I met up yesterday with my academic supervisor Professor George Giarchi in Plymouth.

George is 81 years old and working as a lecturer at Plymouth University. He was telling me his is still a mere youngster when we consider the surgeon in the US who apparently still performs cardiac surgery at 94 years of age.

George tells me he thinks he will have to retire in July 2011 when he will be 82. George is not looking forward to it it. ‘What will I do?’ he said.

He went on to explain how he will be speaking in three different Cities in widespread parts of Britain over the next two weeks; as well as fulfilling his teaching commitments; and his research responsibilities; and writing chapters of various books. This is a typical working schedule for the great man.

George is simply inspirational.

There are many people in my life who have inspired me. George has to be close to the top of the list.

God bless you George – you are a very special man

Come on England!!

2010-06-22T22:09:00.001+01:00

Cometh the hour Comneth the man!!

Tomorrow is the day we need a real performance from England.

For the last 10 days I’ve felt totally frustrated and yet still optimistic.

It seems to me the England team always puts us fans through hell in every major tournament but up to this point we’ve never gone out of a tournament with a whimper. The English fighting spirit must come through tomorrow when we need it most.

I’m fed up with back biting from the media about all sorts of reasons why England will not progress. As far as I’m concerned we all need to get behind the team tomorrow. If we can get through to the last 16 we have a real chance in the knock out phase of the competition.

We have waited four long years for the World Cup to come around – let’s not waste this opportunity to restore the pride in our national football team.

Don Henley - Never Look Back!

2010-06-13T22:20:00.003+01:00

Listening today to my favourite album of the immortal Don Henley, these lyrics from his classic “Boys of Summer” struck me.

“A voice inside my head said don't look back - you can never look back”

It’s been so true in my career and indeed my life.

Good memories are priceless and wonderful - we must cherish them … BUT sometimes I think looking back can be a negative thing because we may be hankering for something good that will not happen again – it’s gone - finished – history.

We have to learn from our experiences and then look at today and the future as far as I’m concerned.

I’d always rather be saying ‘what might be’ than ‘what might have been’

“Never look back” – co-incidentally Don Henley’s words are also appropriate today for Fabio Capello.

Keep the Faith

2010-06-12T22:36:00.000+01:00

So England drew 1-1 with the US. No problem – I say keep the faith. England manager Fabio Capello is the right man for the job. My prediction is England will reach the semi final …. At least.

Nicky Gumbel on Kindness

2010-06-06T13:11:00.003+01:00

Some profound words of wisdom below from Nicky Gumbel (pictured) on kindness – I find the words very powerful. Somehow or other words like ‘kindness’ seem a bit taboo in the hard, rational and (still sadly) 'macho' world of management.

My own feeling has always been that if we focused a bit more on words like kindness and a bit less on words like profit then there are win-win-win situations to be had. But then I’ve always been considered a ‘soft’ manager – a title I like because actually – soft is hard.

Anyway, here are Nicky’s words – please enjoy:

For over ten years now, Californian Radio DJ Brent Farris has been sending his listeners in Santa Rosa out to do ‘random acts of kindness’. They include tipping the person at the McDonald’s drive-through window with a hundred-dollar bill and paying for parking tickets for strangers. These random acts of kindness are selfless acts performed by people wishing to assist or cheer one another up. As people tap into their own generous human spirit and share kindness with one another, they discover for themselves the power of kindness to effect positive change both in their lives and in the lives of people around them. When kindness is expressed, healthy relationships are created, community connections are nourished, and people are inspired to pass kindness on.

Steve Sjogren wrote a book called "Conspiracy of Kindness." He started a church in Cincinnati, Ohio, that has grown rapidly to an average attendance of 7,500 in just fifteen years. Their motto is ‘Small things done with great love are changing the world.’ They have discovered the power and impact of ‘showing God’s love in practical ways.’

Leadership is simple

2010-06-05T23:03:00.002+01:00

Random Saturday evening thought....

Why do some people want to try and turn leadership into some objective, academic, rational science that can be taught in the classroom of a business school by people who have never been leaders?

Leadership is simple - do people want to follow you or not? Nothing more nothing less

Please discuss...... feel free to disagree ..

Creativity and Schizophrenia

2010-05-29T11:13:00.018+01:00

Fascinating article today at BBC News about the relationship between creativity and schizophrenia.

I worked for ten years as a manager in mental health services. I often found in discussions with those who didn't work in the area, that pre-conceptions and stigma associated with mental health were a massive barrier to understanding the subject . I would LOVE to think the stigma is less nowadays .... I’m not sure.

Though I haven’t worked in mental health for more than 15 years I remain in touch with many people involved in mental health services and the word stigma still regularly crops up in conversation.

The saddest and most frustrating part of that stigma is that WE ALL walk a very thin dividing line between a state of 'mental health' and 'mental ill-health.'

I suffered serious acute clinical depression about 10 years ago to the extent I needed the sanctuary of hospital treatment. Through a mixture of; the support of others; developing self-coping mechanisms; most importantly for the last six years the love and support of Annie and God I’ve never returned to that dark place. No pills were needed after the acute phase. By the way I'm not 'anti pills' - they work very well for some and that's great.

Take it from me acute clinical depression is a very scary place to be.

The results of this research don’t surprise me

Some of the most creative people I’ve met suffer dramatic mood swings.

It is refreshing to note the number of high profile people throughout history in all walks of lfe who have experienced mental health problems. The list includes Winston Churchill, Vincent Van Gogh, Florence Nightingale, Agatha Christie, Charles Darwin, John Nash and modern day icons Stephen Fry, John Cleese and Robbie Williams. A pretty impressive list I’d say and I’m sure there are many others.

Chartered psychologist Gary Fitzgibbon says an ability to "suspend disbelief" is one way of looking at creativity. "When you suspend disbelief you are prepared to believe anything and this opens up the scope for seeing more possibilities. Creativity is certainly about not being constrained by rules or accepting the restrictions that society places on us. Of course the more people break the rules; the more likely they are to be perceived as 'mentally ill'."

Today I hope you will join me in celebrating those people who are ‘labelled’ with a mental illness tag. It’s an unfair tag because it projects a negative view. Anyone grappling this day with mental health challenges has my understanding, my support, my respect and my love.

"I made a difference for that one"

2010-05-25T17:42:00.002+01:00

One of the most frustrating things I hear is when a big organisation says things like;

“We are big so we can’t be as personal as the small company down the road. We just can’t get down into that detail. We have to think big numbers. We are dealing with thousands – not dozens of people. We have to make assumptions. We have to look at trends and aim to please the most we can. We cannot be as individual”

What a load of rubbish!

Caring for your customers is about the individual person in the organisation not about ‘the organisation.’ Every customer is important and you make a difference to every customer. A friend pointed me in the direction of this lovely story that says it all.

The Starfish Story

One day a young was walking along the beach when he noticed an old man picking something up and gently throwing it into the ocean. Approaching the old man, he asked, “What are you doing?”

The old man replied, “Throwing starfish back into the ocean. The surf is up and the tide is going out. The sun is shining. If I don’t throw them back, they’ll die.”

The young man said, “Don’t you realize there are hundreds of miles of beach and thousands of starfish? - You can’t make a difference!”

After listening politely, the old man bent down, picked up another starfish, and threw it back into the surf.

Then, smiling at the young man, he said...

“I made a difference for that one.”

Do you REALLY trust your employees?

2010-05-23T23:16:00.002+01:00

I read one time that Google (the company) allows full time employees 20% of their week (1 day) to do what they like.

I love that concept – it works on an assumption that workers are adults and trusted. Google clearly believes employees will bring new ideas and enthusiasm to the organisation if they are allowed free time to think creatively. Seems to work pretty well for Google.

Most organisations still don’t recruit for attitude and train for skills. We still look at qualifications and experience as the be all and end all and then say – “We’ll work on their attitude once we’ve got them on board”

Speaking from my experience the challenge is this; how do we get hard-nosed, objective, rational managers who are primarily interested in bottom line stuff to buy into such liberated cultures?

In my own 35 years experience in the National Health Service if I suggested anyone on the payroll should be allowed to spend even 30 minutes a week doing what the hell they like that would probably result in me being referred to the mental health service.

Sad to say we still prefer to chain people (metaphorically) to their desks in far too many organisations and get them to fill in forms for permission to go to the little boys/girls room.

OK, OK …. Slight (ever so slight) exaggeration.

We still operate on the basis ‘If we know where they are, we know they are working’ – that has always been factually incorrect and is a crazy rationale in my opinion. Actually if you manage with that belief the only thing you know for certain is where someone is. I’m sorry but you just DON’T KNOW what OUTCOMES they are CAPABLE of producing simply because you know where they are – that make no sense whatsoever – there is just no positive correlation.

Summary: The best measurement of effectiveness is OUTCOME not hours worked – Simplicity isn’t it?

Customer service is about YOU not your title!

2010-05-16T15:16:00.001+01:00

I recently asked folks on one of my customer service workshops to tell us some exceptional examples of customer service. Not ‘good’ not ‘great’ but exceptional. I got the usual stories of Hotels, Restaurants and Holidays but one delegate came up with a classic that I just love for so many reasons.

It seems she was at home alone minding her own business and just at the time the dustcart arrived for the fortnightly bin collection she froze solid through fear when she saw “a massive spider” in her kitchen. Being absolutely petrified of spiders her natural reaction was to scream loudly.

One of the binmen burst in through the kitchen door pretty well convinced someone was being murdered. When he saw the problem … Wait for it …. Nope he didn’t laugh. He calmly removed the offending spider. She was so relieved and she said he will always be her ‘customer service hero’.

Moral of the story – It matters not one iota what your job title says – exceptional customer service is simply about you as a person.

Will you go the extra mile for a customer today?

Best Business Speaker?

2010-05-15T22:07:00.002+01:00

Who are the best business speakers you've heard and why?

My votes go to Professor Charles Handy, Tom Peters and Professor Gary Hamel.

I've been lucky enough to see all three perform live - they are inspiring in different ways.

Defeat is the best thing ever for Labour!!

2010-05-12T13:30:00.001+01:00

From the shambles of yesterday I conclude there has NEVER been a brighter future for the Labour Party.

Having suffered an embarrassing and devastating defeat at the General Election I see the next year or two as a time of great opportunity for Labour. The other two parties, Tories and Liberal Democrats have teamed up to form a government and that’s fantastic news for Labour.

If I were a cynical type I might even suggest it was a deliberate policy of the Labour Party NOT to get into bed with the Liberal Democrats.

Think of the advantages Labour now has:

• Labour can take the moral high ground as the cuts begin to bite in public services. I can hear them now saying; “We would not have done that”

• Labour can now elect a new young inspiring leader following the (very dignified) departure of Gordon Brown yesterday.

• Labour can now re-group and rebuild the Labour Party creating a new refreshing, young, vibrant and positive identity – ala Tony Blair in his early days

• As the inevitable hard times hit us all in the next few months Labour can be the voice of those affected most. When NHS cuts result in hospital ward closures and nurse recruitment cut backs it will be Labour who will be opposing all such policies and saying “We told you so”

We’ve had 13 years of Labour Government and despite what the right wing media wants us to believe the NHS has never had as much investment as in the last 13 years. Critics have very short memories. The NHS has never been so effective in its 62 years existence.

Two examples:

• In 1997 it was VERY common – in fact normal - to wait for 2 years for surgery. Today, people are guaranteed hospital treatment within 18 weeks of referral from GP – usually much quicker.

• For suspected Cancer all patients have a guarantee of an appointment within two weeks with a Consultant wherever you live.

So ……

As disappointed as I am to see a Tory Government – this time supported by a bunch of wobbly, indecisive Liberal Democrats - I see this as a wonderful opportunity for the Labour Party to rise from the ashes and become even stronger in time for the next Election.

I simply cannot see this alleged ‘coalition’ working for long – probably 18 months max. There are so many fundamental differences in the core policies of Tories and Liberals.

Despite the current rose tinted view of the Tory and Liberal media it is simply a fact that politicians from different and usually opposing parties do not agree on things when the chips are really down.

Because I live in a democracy of course I wish the collation well but I predict we will be returning to the polls within 18 months.

Liberals and Tories are on their honeymoon today but rest assured the knives are being sharpened and when the honeymoon is over next week the fun will start with Labour watching for every broken manifesto promise of the Liberals and Tories.

When you have lots of men with lots of power and huge egos all in the same room it’s a recipe for disaster. Talking of men, have you noticed by the way the distinct lack of women at the top in BOTH the Liberal and Tory Parties during the last week? I cannot recall a single female MP from either party being interviewed on prime time news on radio or TV. More men just means more of the same old arguments and power struggles.

I love politics …..

Ian Sanders Marketing Manifesto

2010-05-07T16:57:00.005+01:00

My friend Ian Sanders from Essex is a high-profile entrepreneur who is always at the cutting edge of new ideas. Ian has just published his latest little gem.

What I love most of all about the way Ian works is his focus on simplicity. Ian’s New Marketing Manifesto is a breath of fresh air – it’s a one page PDF full of Ian’s Top Ten Tips to help give product or businesses an edge in the market. It’s spin-free and full of proven ideas that can make a real difference.

You can read/download/print the Manifesto by clicking here

These ten tips are at the heart of what Ian does for businesses – if you know anyone who may benefit from working with Ian please pass it on.

Have a great weekend!

Note to all MP's - WE are your employer

2010-05-06T10:48:00.001+01:00

So here we are at the General Election.

I'm not as pessimistic as some about the future in Britain. I remain optimistic about my country despite right wing media doom spreaders. Armageddon is not round the corner in Britain.

I’m not complacent but equally I’m not panicking either.

The recession has hit me pretty hard. But then I look at many parts of the world and realise I’m still a multi-billionaire compared with millions of people in the world who may not even eat today.

I think we need to get real sometimes.

Politicians are servants of the people not the other way round. So if the population of Britain vote in such a way that there is no overall majorly for one party then the message from us is work together.

I don’t want to hear pathetic dogma like ‘Party principles don’t allow me to work this party or the other.’ That applies to all of them by the way!

Democracy means WE are in charge not the politicians and democracy also means Britain must be governed with a ‘people focus’ not a ‘party/dogma focus’

I will be voting Labour and of course I accept the overall majority will win the day.

A FREE new book

2010-04-29T11:08:00.006+01:00

"Leadership from a glass Half Full" is a brilliant and .... most important ... a very short book now available free by download from my friend Terry Starbucker over the pond in the US.

The book is short but less is definitely more on this occasion.

Terry is a prolific blogger and has now published his first book. I hope it’s the first of many – he is man of my own heart and we share a common view on many principles of management and leadership.

Click here to download Terry’s little gem

Political history next Thursday?

2010-04-26T23:16:00.001+01:00

It's fascinating how the recent leadership debates on TV have seen Liberal Democrat leader Nick Clegg emerge as far and away the most credible of the three leaders. He is streets ahead of both David Cameron and Gordon Brown. As far as I’m concerned Gordon Brown is clear in second place because he at least is talking about policies more than personalities.

The spin doctors of both the Labour and Conservative parties together with many TV political pundits keep suggesting the Liberal Democrats very high ratings in opinion polls will not materialise in real votes and therefore seats on 6th May.

I’m not so sure.

Against a backcloth of the recent shambolic expenses scandals the great British Public is keen to see change and let our disgraced MP’s know exactly how we feel.

In a nutshell we don’t trust most of you – you have a lot more work to do yet to regain even the slightest credibility.

The Liberal Democrat Party may well surprise us all and make history next Thursday.

BRILLIANT NEWS - Sir Alex is going nowhere!

2010-04-23T12:19:00.015+01:00

68 years young Sir Alex said today: "I have no intention of retiring. As I have said time and time again, the only thing that determines my staying here is my health and unfortunately for you lot (the media), I'm bloody rudely healthy! So you'll be left to suffer me for many more years. You'll be gone before I'm gone, don't you worry!"

You can read the full BBC news report by clicking here

Brian Clough once famously said ‘When I die God will have to give up his favourite armchair.” When Sir Alex dies (will he ever die though?) Cloughie will definitely need to get out of that chair. My theological theory is Sir Alex will become God’s assistant manager.

Plans are only stakes in the ground

2010-04-19T20:05:00.003+01:00

Are you a meticulous planner or a John Lennon “Life is what happens while we're busy making other plans" kind of manager. I must admit I lean toward Lennon's view of things. Having said that I always have a plan or an overall vision and I believe plans are essential .... as long as they don't become straight jackets. I’ve seen many managers plan themselves to obscurity and then wonder why no one takes any notice of them.

Have you met your Icons?

2010-04-18T11:12:00.004+01:00

I consider myself lucky to meet or correspond with four people who are ‘Icons’ in my life.

Firstly Sir Alex Ferguson who kindly endorsed my first book after reading my manuscript before the book was published in late 2004. Sir Alex wrote to me personally twice about my manuscript. When I left the NHS after 35 years he sent me a signed photograph wishing me every success in my new career. I am a lifelong Manchester United fan and so you can imagine how brilliant it was to receive these things from Sir Alex – a real gentleman. And nothing like the image that is sometimes portrayed in the media – I speak as I find.

Secondly Tony Benn the retired Labour Party MP who spent over 50 years as a serving Member of Parliament and now 85 years young. Tony read my book and rang me at home to give me some feedback which was totally unexpected and frankly unbelievable to me. I have admired Tony as a conviction politician all my adult life and to actually have a long telephone conversation with him on a Sunday evening remains one of the greatest highlights of my life. The fascinating thing about that call was how Tony wanted to know about me rather than talk about himself. His humility is amazing. I’ve subsequently met Tony on two occasions and occasionally we exchange emails. Good men are few – Tony is a good man.

Thirdly Tom Peters. Tom has been my management Icon since I first read “In Search of Excellence” in the early 1980’s and from then it was an ambition to meet Tom. Imagine my absolute delight when I fulfilled that ambition by meeting Tom in 2006 when he was delivering an all day Masterclass to over 500 business leaders. Even in that pressurised day Tom kindly found time not only to meet me at lunchtime but also invited me to his after seminar reception when I got say hello again. Those meetings only touch the edge of the generosity of Tom – he invited me to a previous event in Birmingham that he was unable to attend. Tom gave me and my wife Annie complimentary tickets to that 2 day event in Birmingham event and indeed a complimentary ticket to the London event. Tom's image may be loud, brash and outspoken and yet as far as I’m concerned he is a quiet spoken, generous, humble and kind man who has gone out of his way to help me on my journey.

Fourthly Seth Godin. Seth was in England delivering a keynote address last year when an email from me hit his inbox about doing an interview for my Simplicity Blog. Seth replied immediately saying he would do it. I sent him 8 questions - he replied and the whole thing was wrapped up and published on the Blog in about an hour! It was like a real time conversation. Seth was absolutely brilliant in responding. Again it was his humility and lack of pretentiousness that impressed me more than anything – apart perhaps from his speed of response!!!

These men have impressed me in numerous ways but the one thing that comes across more than anything is their HUMILITY. ‘Role model’ is perhaps an overused term but from my own dealings with them the qualities of these four lead me to believe there is plenty of role model behaviour around them.

What personal ‘Icons’ have you met and did it meet your expectations?

Is this you as a leader?

2010-04-11T10:25:00.003+01:00

I'm very grateful to my friend Sarah Fraser for a link to this article - I love it - hope you enjoy reading it.

Three Tips for Becoming an Energizer - Rosabeth Moss Kanter

Some people become leaders no matter what their chosen path because their positive energy is so uplifting. Even in tough times, they always find a way. They seem to live life on their own terms even when having to comply with someone else's requirements. When they walk into a room, they make it come alive. When they send a message, it feels good to receive it. Their energy makes them magnets attracting other people.

Just plain energy is a neglected dimension of leadership. It is a form of power available to anyone in any circumstances. While inspiration is a long-term proposition, energy is necessary on a daily basis, just to keep going.

Three things characterize the people who are energizers.

1. A relentless focus on the bright side. Energizers find the positive and run with it. A state government official in a state that doesn't like government overcomes that handicap through her strong positive presence. She dispenses compliments along with support for the community served by her agency, making it seem that she works for them rather than for the government. She greets everyone with the joy generally reserved for a close relative returning from war. I can see skeptics' eyebrows starting to rise, but judging from her success, people love meeting with her or getting her exclamation-filled emails. She is invited to everything.

The payoffs from stressing the bright side can be considerable. In my new book, SuperCorp, I tell the story about how Maurice Levy, CEO of the global marketing company Publicis Groupe, tilted the balance in his company's favor when his firm was one of several suitors for Internet pioneer Digitas. At one point in a long courtship, Digitas hit problems, and the stock collapsed. One of Publicis's major competitors sent Digitas's head an email saying, "Now you are at a price which is affordable, so we should start speaking." Levy sent an email the same day saying, "It's so unfair that you are hurt this way because the parameters remain very good." Levy's positive energy won the prized acquisition.

2. Redefining negatives as positives. Energizers are can-do people. They do not like to stay in negative territory, even when there are things that are genuinely depressing. For example, it might seem a stretch for anyone to call unemployment as "a good time for reflection and redirection while between jobs," but some energizers genuinely stress the minor positive notes in a gloomy symphony. A marketing manager laid off by a company hit hard by the recession saw potential in people he met at a career counseling center and convinced them that they could start a service business together. He became the energizing force for shifting their definition of the situation from negative to an opportunity.

"Positive thinking" and "counting blessings" can sound like naïve cliches. But energizers are not fools. They can be shrewd analysts who know their flaws and listen carefully to critics so that they can keep improving. Studies show that optimists are more likely to listen to negative information than pessimists, because they think they can do something about it. To keep moving through storms, energizers cultivate thick skins that shed negativity like a waterproof raincoat sheds drops of water. They are sometimes discouraged, but never victims.

An entrepreneur who has built numerous businesses and incubated others had a strong personal mission to raise national standards in his industry. He began that quest by meeting individually with the heads of major industry organizations, all of whom told him that he would fail. He nodded politely, asked for a small commitment to one action anyway, just as a test, he said, and went on to the next meeting. Eight or nine meetings later, he was well along on a path everyone had tried to discourage him from taking.

3. Fast response time. Energizers don't dawdle. Energizers don't tell you all the reasons something can't be done. They just get to it. They might take time to deliberate, but they keep the action moving. They are very responsive to emails or phone calls, even if the fast response is that they can't respond yet. This helps them get more done. Because they are so responsive, others go to them for information or connections. In the process, energizers get more information and a bigger personal network, which are the assets necessary for success.

The nice thing about this form of energy is that it is potentially abundant, renewable, and free. The only requirements for energizers are that they stay active, positive, responsive, and on mission.

Are you an energizer? - Any tips you'd like to share?

Simplicity Blog in Top 150!!

2010-04-09T21:16:00.002+01:00

Delighted to hear that Simplicity Blog has been included in the top 150 Management and Leadership Blogs.

Click here for details of the whole list.

Simplicity Blog is in the company of some very high profile folks on the list of 150 including two of my great heroes Tom Peters and Seth Godin.

It’s brilliant to be included and I would like to put the credit where it belongs to YOU the readers and commenters on Simplicity Blog.

Since it was created in January 2005 Simplicity Blog has always been a conversation and not an ego trip for Trevor. My take is that any Blog is only as good as the folks who create the conversation and it’s very much a two way street ….. So take a bow Simplicity readers and commenters – thank you so much!!!

Keep is simple - always.

No such thing as a 'throw away' comment

2010-04-03T18:50:00.006+01:00

In the course of a recent workshop I was delivering for 15 receptionists in healthcare I had a very interesting exchange with one of the delegates.

I was commenting about the revolution we’ve seen in IT and how I’m still fascinated by the whole concept of it all. I made what I thought was just a throw away comment along these lines;

"Even to someone of my advanced years’ (I’m 57 now) this stuff is exciting."

Never believe you've made ‘a throw away comment.’

After the workshop had finished I was approached by one of the delegates who said that she hoped I would never say anything about my ‘advanced years’ in future as she was now 70 years of age - still working enthusiastically - and seeing no reason to slow down. She has not even begun to consider the word ‘retirement.’

She was absolutely right and it was a great learning point for me.

I've often published on here and in other places that I want to be the player-manager of the first ever five-a-side football team for people of 100 years of age .... So I defintely see myself as young!

My academic and life supervisor Professor George Giarchi is still working as a lecturer at the Business School in University of Plymouth at the young age of 80 years. George is still as passionate as when I first knew him 25 years ago.

You are definitely only as old as your mindset tells you!

Enjoy the Easter break

2010-04-01T21:13:00.001+01:00

Happy Easter everyone

It’s been really hectic for the last few weeks – seems like I’m living on trains. Yet again I have to report they have been very reliable and punctual.

Came across this wonderful Martin Luther king quote recently that I wanted to share with you:

“Cowardice asks the question 'Is it safe?' Expediency asks the question 'Is it politic?' But conscience asks the question, 'Is it right?' And there comes a time when one must take a position that is neither safe, nor politic, nor popular but because conscience tells one it is right.” Martin Luther King

What a wonderful wordsmith MLK was and how sad that he died so young.

What good old days?

2010-03-29T23:33:00.004+01:00

I’ve got a new laptop.

Justifying the old ‘boys with toys’ saying it has been fascinating to get used to this new chapter in my technological education.

I’ve used a desktop PC for years but even after using this little gem for less than a week I’m asking myself why I would ever want another desktop computer?

I can take my new little friend with me wherever I go on business. It’s not heavy – it’s not big and it feels oddly re-assuring to know I’m carrying my office with me!

I also have a dongle – that sounds rude – and this little tool that I plug into a USB socket enables me to connect to the internet in most places I find myself on business. I am from a generation that was used to the manual typewriter. When I started out on my career typing was almost entirely a female role and most managers had a secretary 'to do that sort of stuff.' Now all managers - regardless of gender - have their own desktop or laptop computer. When I stop and reflect there has been phenomenal progress in the office setting and personally I welcome it all. I cannot imagine anyone would really want to go back to ‘the good old days’ of carbon paper and tippex?

The younger folks reading this Blog entry are no doubt scratching their heads and thinking - What the hell is this guy on about?

Technology is opening up new frontiers for us all. We had our third simplicity international chat yesterday and it was brilliant. Anyone wanting to join us for the next chat on May 2nd please let me know. All you need is a Skype address and you can join us for a free of charge chat across various time zones and continents – a conference call where learning and developing simplicity is the prime agenda item.

Life is good – keep it simple.

The unique and wonderful world of Joe Walsh

2010-03-20T08:24:00.002Z

Thanks to John O'Leary my good friend across the pond for reminding me again of this hilarious interview with the absolute legend that is Joe Walsh one of my heroes in The Eagles. If you feel the need to brighten up your day do have a listen - its less than 3 minutes.

Leaders 2010 - their competencies?

2010-03-19T23:22:00.005Z

I’ve always been fascinated by the subject of leadership. Indeed Leadership was the subject of my dissertation called "Leadership in Practice" when I studied for my MA Management (Healthcare) at the University of Plymouth from 1996-98. In those 12-14 years what terrific and exciting progress we have seen in technology and yet I suggest the leadership qualities we look for haven’t changed dramatically.

I think these 7 Competencies of a Leader I discussed in my dissertation apply as much today as they ever did.

Setting Direction
Setting an Example
Effective Communication
Creating Alignment
Bringing the best out of people
Leaders as change agent
Decision and actions in crisis or uncertainty

What’s your take on the competencies of our leaders in 2010?

Simplicity Matters Website

2010-03-14T21:14:00.008Z

In the last couple of days I've built a new website called "Simplicity Matters - click here" that outlines some of the work we do.

More wisdom from JK

2010-03-11T19:26:00.003Z

Our great Simplicity friend J Kannan recently sent me his latest words of wisdom for publication on my Blog. I'm always delighted - indeed honoured - to publish his words. Thank you JK.

“Simplicity is Life".... J Kannan

Life is need based never want based. Desires have no ends. Simplicity is a way of life and human culture and heritage highly stresses on simple living and high thinking, and this is the way of life: Legs down to earth and eyes looking beyond the sky..........to achieve "Simplicity" in life........

Simplify your needs

Amplify your work

Certify your conduct

Glorify your future

Nullify your greed

Justify your expenses

Magnify your mind

&

Rectify your mistakes.

Second "Simplicity International" Chat

2010-03-07T21:38:00.003Z

Our second Simplicity International chat today was brilliant.

Six of us linked up via Skype for a FREE OF CHARGE conversation for 75 minutes across various time zones and continents. I’m still young enough or old enough to be excited by the possibilities, potential and REALITIES of the new technology.

We decided we have lots in common and we agreed we will develop a tangible outcome through our conversations that are now going to happen once a month.

This is about like minded people talking to each other and helping each other and I’m proud to be a part of this venture

Life is good – thank you my Simplicity friends.

Note to all Managers - Give your front liners a good listening to

2010-03-04T21:39:00.006Z

I’ve delivered 89 training workshops over the last 18 months to around 2000 staff working in Primary Healthcare across the UK. All are front line employees and all meet patients every day. Some of these employees meet as many as 300 patients in a day’s work of 7 hours. These folks know what they are talking about when it comes to healthcare delivery and they certainly know a thing or two about customers.

I love working in the training environment with front line employees who meet the customer. Of all the variety of things I now do in my work it is my favourite occupation.

Let me be absolutely clear - I am not on some sort of ‘let's knock managers’ evangelical rant here.

I was one and I’m proud to have been one. I gained an MA in Management (Healthcare) which was bloody hard work for God sake so I am not into the business of biting the hand that fed me for 35 years!

I was a healthcare manager for more than 30 years
I trained and developed professionally as a manager
I was damned proud to be a healthcare manager

And yet despite all that management experience I reckon I knew probably half as much as these folks do about REAL customer care.

However close we THINK we might be as managers to the customer there is nothing to beat actually meeting the customer face to face. That physical interaction cannot be reproduced in the heads of managers locked away in their warm and comfortable offices, far away from the action on the front line. “Away from the blood, the muck and the bullets” as my late beloved Dad used to say.

I learn in every workshop I run from every individual I meet that the experts in customer care are the people providing the service at the sharp end – not the managers.

We can articulate intelligently as much as we like about customer care; we can turn it into some academic science as much as we like; we can write books about it; we can regurgitate quotes about customer care from alleged ‘experts’ or ‘gurus’ but as managers there is nothing better we can do - if we really want to understand our customers - than to listen to the stories and the experiences of our people who actually meet the customers – sometimes 300 per day.

Well actually there is ONE better thing we can do … and that is to set aside EVERY DAY some time in our ‘busyness’ to actually meet and listen to customers directly.

Managers have crucial facilitating/coaching roles for our front liners and the most effective managers of course recognise that and just get on with making the front liners job easier rather than more difficult.

My point is that managers are at their best when they are listening and making the job easier for the folks who interact with our customers. Why don’t managers give their employees ‘a good listening to’ more often?

The frightening thing is this stuff is so simple!

Back and rarin' to go ....

2010-03-01T21:08:00.001Z

We have moved house and we’re finally beginning to settle into the new place. It’s great to be back online properly.

British Telecom (BT) delivered their promise early and we were re-connected to the internet on Thursday – a great case of ‘under promise over deliver’ if you ask me. Whether or not it’s a marketing ploy doesn’t matter – it was a good service so thanks BT. Since Thursday I’ve been catching up on emails and generally getting my work sorted whilst settling into our new environment.

The move itself was a stressful few days – they tell me moving house is one of the most stressful things we do in our lives. This is our third house move in four years and I would endorse that view. It was however a positive stress in that it was another adventure in our lives.

It feels like things are getting back to something like normal and I’m raring to go with Simplicity Blog. I’m looking forward to our second international Simplicity chat this coming Sunday 7th March.

Thanks as always for you’re your continued support to my Blog and it’s great to be back.

See you in a week's time!

2010-02-21T21:43:00.003Z

Moving house so unable to Blog this week.

My Internet provider tells me we cannot be re-connected in our new house until Monday 1st March.

I will try to keep up with e-mails through my phone but will be at best a very skeleton service.

Have a great week all my Simplicity friends and thanks again for your brilliant support to this Blog - the pleasure is all mine!

See you in 7 days!

Fair cop Guvnor - I'm just a big softie

2010-02-19T22:31:00.007Z

All change on the domestic front this weekend.

Annie and I are downsizing from our 4 bedroom house to a very nice 3 bedroom flat and we are staying in our lovely Warwickshire village. This has come about for a few reasons not least the recession which has finally begun to affect business.

We’ve decided to hold on to our asset by letting our house and renting something cheaper. This, I gather, is a route many people are taking as the recession bites.

Initially we plan to rent for a couple of years at least until the housing market picks up at which point we may consider selling our property. Alternatively we may decide to rent long term and allow our house to increase in value as a long term investment for our dotage!!

So this is another ‘coping with change’ episode in our ever changing lives. This will be the third house move in four years. Who said life is dull?

We have a lot to be thankful for in our lives and there are far more positives than negatives.

One thing we are really struggling to come to terms with is that we had to say goodbye on Tuesday to our two wonderful dogs Rusty and Bertie – pictured above - because we are not allowed dogs in the flat.

We’ve had these two little gems with us for two years since they were puppies and we are staggered, in fact completely overwhelmed by the massive impact losing them has had on us both.

Annie and I are permanently holding back the tears (most of the time that is). Whoever said 'real men don't cry' was completely wrong!

It is incredible how these two little chaps have had such a profound effect on us. We under-estimated the loss we are suffering. We know it will get better but right now I have to say it hurts like hell.

To anyone who says I’m exaggerating I would say you are perfectly entitled to that view. From where I’m sitting believe me there is no exaggeration. We humans can learn so much from dogs about the real meaning of unconditional love and loyalty. These qualities are just automatic for our canine friends.

I’ve no doubt we miss them more than they are missing us.

The great news is that Rusty and Bertie are with a lovely family of four whom we know well and the love they are receiving is great.

Our friend JK's new website launched today!

2010-02-18T17:35:00.004Z

It is my pleasure and delight to bring to your attention the launch today of a new website for our great Simplicity friend J.Kannan from Chennai, India.

This is the link: http://www.jaykayram.com

From the website you can link to JK’s Blog which is entitled “Business Ethics and Practice.”

I can think of no-one better at promoting Business Ethics than JK!

This is the full link to the Blog http://jaykayram.blogspot.com

HAPPY READING!

A Smokefree England?

2010-02-12T16:15:00.005Z

I was delighted earlier this week to attend a ‘SMOKEFREE Solihull’ event along with about 100 other health and social care professionals along with representatives from various charitable organisations. I hope to remain involved in this brilliant project.

The event was organised to promote a Government Paper published on 1st February entitled:

“A Smokefree Future – A comprehensive Tobacco Control Strategy for England”

SMOKEFREE Solihull is a joint agency project aimed at raising awareness of the health dangers of smoking and encouraging people who smoke to quit. The progress is encouraging with Solihull much further ahead in such projects when compared with many parts of the UK.

Speaking personally, I smoked from age 16 until I finally quit about 7 years ago. Like most of my peers I gave up a few times but I always succumbed to the habit and returned to smoking time and time again. After almost 7 years I hope I have finally kicked the habit for good.

I have empathy for those who smoke and want to give up the habit. I also have great understanding and sympathy for those who just cannot quit. It is bloody hard work.

This question was asked from the audience to the health experts running the event;

“I know someone who smoked all their life and died at 87 years of age. How do you explain that?”

One of the Department of Health Team gave this brilliant answer;

"If everyone in this room was blindfolded and asked to cross the busiest motorway in England then some people would get to the other side."

My own view is that no one can surely argue against the ‘smoking kills’ argument – it does – end of story. I say let's just accept the overwhelming evidence.

Smoking will probably never be made illegal in the UK but things have moved on quickly over the last few years and we now have a smoking ban in pubs for instance – something I never thought would happen in my lifetime.

We surely owe it to our children and grandchildren to aim for a smoke free England.

(More about Smokefree initiatives can be seen here)

Why don't they resign?

2010-02-07T22:36:00.001Z

I’m not perfect – far from it. I have my faults and I’ve made many mistakes in my life.

So having got that off my chest I’m not pretending for even one nanosecond that the world should be seen through rose tinted spectacles as a place where everyone will always be perfect.

BUT ……

Something has change during my adulthood. When I was a youngster and started to get interested in politics and the like I distinctly remember politicians in particular would resign as a matter of principle when they were caught out. Either in some question of their personal integrity or if they considered they had brought shame on the respected public position they held.

Nowadays – indeed for the last few years – high profile people who have been caught out, just ‘stay there’ trying to ‘stick it out’ presumably hoping the furore will die down so they can carry on in their position as if nothing has happened.

I am either just old fashioned or maybe I’m turning into a ‘Victor Meldrew’ grumpy old man. I am still hoping to see some high profile person just come in front of the TV camera without some highly paid PR or Communications Guru beside them and just honestly admit they made a massive mistake that gives them no alternative but to stand down because their personal integrity has been seriously damaged.

This is not restricted to politics – it applies in the world of big business and sport.

So thank you Mr Capello for showing real leadership in your decision to sack John Terry.

Clearly Mr Terry could see nothing wrong in his off the field activities and how they completely undermined his exalted position as England Football Captain.

In some ways I’m disappointed (but then again not surprised) that Mr Terry had to stick around until he was sacked and I am absolutely sure Mr Capello has made a 100% correct decision.

Now …..If only we had more leaders like Mr Capello in politics and business!

Simple question to ANYONE!!

2010-01-27T00:22:00.005Z

Why do we manufacture cars that can reach 140 MPH in a country (UK) where the legal speed limit is 70 mph? - Just askin' !!!

Maybe I'm missing something obvious - please tell me if so.

Also please explain the logic to the Martian who lands on our planet with zero knowledge of our legal system.

PS - Yes I have an axe to grind - Last night (Tuesday) I got 'flashed' driving at 37 MPH in a 30 MPH zone at 10.45 pm on a totally deserted road - another fine on the way no doubt.

Such is life.

7 Practical Simplicity tips

2010-01-25T10:18:00.000Z

I am often challenged with words to the effect:

"It's ok Trevor you going on about all this simplicity stuff but how the hell can we make anything more simple when we are so busy getting on with the job? Just give us some practical ideas"

My Response?

As a manager it is your job to make things simpler.

Here are 7 things you can introduce immediately to make things simpler in your job and your organisation.

1 When you have written your next report ask two people who are paid significantly less than you to tell you honestly if they understood it fully

2 At your team meeting every week or every month depending on the frequency of meetings, ask someone to do a five minute presentation called (without using PowerPoint) “My big simplicity idea for our team is …..”

3 Invite a customer to read three emails or letters you have sent in the previous week and ask them to give you feedback about the language you used

4 Invite two 16 year old students who are friends to attend your team meeting and ask them to give the team members honest feedback at the end of the meeting about the language used

5 Find a report about absolutely anything two sides of A4 long. Send the report to a colleague and ask him/her to return it to you reduced to one side of A4. Judge for yourself whether one side is adequate to get the message over

6 Ask one of your team members to write a story on one side of A4 called “A complicated problem in this department/team explained for an audience of secondary school students (11-16 year olds). Send the story to a local schoolteacher and ask for feedback from the students at his/her school

7 Send a report you have written to 2 Cleaners and 2 junior Clerical staff.

Ask the four of them to rate your report on a scale of 0 to 10.

0 = I did not understand it at all
10 = I understood it completely

Think about how you can improve your score in your next report. If you score 40 points, congratulations you are the new Simplicity Guru

Please watch 'The Castle'

2010-01-24T21:20:00.002Z

Don't know how many of you have seen it but Annie and I watched the movie "The Castle" on DVD yet again this evening. We must have watched this now at least a dozen times and we never tire of it.

It is an Australian film with a powerful social message about the individual against the power of big business and the government.

A close-knit family is under threat of compulsory purchase of their home and the father of the family refuses to accept that big business can just throw him and his family out.

He takes the matter to the highest court in Australia with the aid of a retired Queens Councillor specialising in the Australian Constitution who provides his services free of charge. And they win.

It is a heart warming story with an important message about not selling out our principles and not giving in to big business just because they are big.

Click here to see more about the movie and if you get the chance please do watch it - you will be heartened by the power of the individual against the apparent power of large corporations.

Will we learn?

2010-01-23T21:10:00.002Z

I’m not sure about you but I'm confused about this recession – when it started – when it reached rock bottom - and if we are or not on the way out of it.

Supposed economic 'experts' tell us different position statements every week as do politicians world wide.

So where do we ordinary folks look for the best opinion?

Well I don't know quite frankly but this week I was talking to someone who is not an economist, not a politician, not some sort of guru - just a pretty ordinary sort of person with no axe to grind and no votes to capture. A bit like you and me.

This person said his view of the future is that through the problems we have experienced there will be learning for the ordinary punter. We are actually smarter than politicians and experts think.

He feels people will much more careful financially in future; that we will not see a ‘boom and bust’ economy again; that house prices will rise only steadily after the recession is over rather than the massive price rises we saw in the late 1980's and the 1990's; that people will try harder to live within their means and not overstretch themselves

So there you have it - an amateur view of how things might look once this recession is over. I think it is as good a summary as any I’ve heard from experts or politicians.

First International Simplicity Conference Call ...

2010-01-22T08:43:00.003Z

Great news is we now have 8 friends signed up for the first Simplicity International SKYPE Conference Call on Sunday 31 January at 4 pm GMT.

In addition to me we have seven friends of Simplicity from various time zones round the world. It will be a real blast for us all to speak to folks who have been 'virtual friends' for a number of years.

Oh the joys of modern technology - and of course its free in keeping with Simplicity!

If any Simplicity readers from anywhere in the world want to join in all I need from you is your SKYPE name and I will let you know the details.

Please either comment here or if you prefer you can send an email to me at trevor.simplicity@gmail.com

This first call is going to be a 'getting to know you call' and we will see where the concept of a conference call takes us .....

Keep is simple - look forward to more joining in....

My Top 10 Leadership Attributes for a New (and old) Decade

2010-01-18T21:49:00.006Z

I've always loved studying leadership - the subject fascinates me.

When I studied for my MA Management (Healthcare) from 1996 to 1998 at the University of Plymouth, my Dissertation was called "Leadership in Practice" in which I researched leadership from the perspective of Family Doctors in the UK.

That piece of academic research never quenched my thirst for knowledge about what makes effective leaders tick. I have continued to speculate subjectively outside an academic framework on the most outstanding qualities of the most effective leaders I've met or worked with/for.

My top ten attributes are listed below.

1 They do what they say they will do
2 They make followers feel special
3 They are consistent
4 They work hard
5 They make decisions
6 They accept responsibility
7 They don’t blame others
8 They support risk taking
9 They provide an example
10 They provide direction

What can you add to my list of ten based on the most effective leaders you've worked with/for?

An international Simplicity conference call?

2010-01-08T21:51:00.005Z

In a recent exchange on another posting the subject of having a Skype conference call for regular Simplicity Blog readers was mooted by Marilyn. I would love to do that one day.

Not sure what we might talk about but the idea interests me - if only to say 'hello.'

There are so many regulars commenters from various parts of the world the first task might be to find a time that suits everyone. Providing everyone has access to Skype we could have a free of charge conference call to come 'voice to voice' if not 'face to face'

I would be happy to try and co-ordinate something if anyone is up for that.

An ‘international chat’ sounds good to me – it may take us somewhere – it may take us nowhere. Either way, as my good friend Brian Ward in Edmonton, Canada would say – it will be a blast anyway!

Let me know what you think.

Chuck Berry - a true legend

2010-01-07T16:55:00.005Z

I'm indebted to MarkJF, my friend and regular commenter on Simplicity for telling me about this Chuck Berry clip from You Tube. What an amazing performer Chuck Berry was/is. I read that he is still touring at 83 years of age - Fantastic - it gives us all hope! Enjoy the video (It's less than 3 minutes) and thanks again Mark. It definitely made me feel better. Actually who could fail to feel better after seeing this Chuck performance an incredible 52 years ago?

From Russia with "LOVE"

2010-01-07T16:13:00.006Z

Dmitry Linkov - my friend from Moscow, Russia is currently visiting England for the first time. I must admit I got a nice warm feeling when I received this message from Dmitry this afternoon from his London base.

"Trevor! Happy New Year and Merry Christmas to you! 'Having a good time' is not the right phrase. "IN LOVE" will be the right one. UK is an absolutely fantastic country with so fantastic people :-)"

Many thanks Dmitry - sometimes England has its critics but I'll settle for your compliment.

Advice from the Psychological University of Life

2010-01-06T00:19:00.001Z

I’m not a psychologist but I think sometimes how we act is a reflection of how we feel. I’ve been feeling pretty low for a few weeks due to uncertainty about future work commitments given the recession which is finally having an effect on me and my work. The Psychological University of Life has taught me (many times) to talk about such things rather than bottle them up. So the big question for me is; How come, as a real old man of 57, I can’t break a lifetime habit of brushing these worries under the carpet hoping they will resolve themselves, rather talking about them? The joy is that I have a wonderful wife who knows when things are not right with me and who says just the perfect things at the appropriate time to get to the nub of the matter. Thank you my darling Annie – I am indeed blessed.

Apology

2010-01-03T10:09:00.002Z

Apologies to all who wish to comment on Simplicity Blog that I've had to introduce word verification for comments. This is because I am getting lots of unsolicited and unwanted 'spam' comments. Hopefully this will prevent them. Sorry again for inconvenience.

New Year Greetings & Best Wishes for 2010 For All My Beloved Simplicity Friends.

2009-12-31T11:49:00.003Z

I received this message this morning from JK - our dear friend and regular Simplicity contributor - thank you Sir!

"My Dear Trevor, Annie and one and all in the Trever's Simplicity Forum,

Wishing each and every one of you and your family a Very Happy, prosperous, peaceful,purpose filled and contended New Year 2010.

May Almighty The Supreme continue to shower his Grace and Blessings on each and every one of you and and your family members through out 2010 and bring Happiness and Brightness in your life & work.

With abundance of Love, Reverence & Regards to you all my friends.

Yours in Simplicity Friendship.

J.K"

Happy Christmas

2009-12-24T11:21:00.003Z

My sincere best wishes to all Simplicity readers - have a great time over the holiday period and thank you for your continued support to my Blog in 2009.

The recession ... getting better or worse?

2009-12-22T13:16:00.001Z

Maybe it’s just me but it feels like the recession is getting worse rather than better.

For the first time since I became self employed five years ago my work commitments beyond three months ahead are looking gloomier than usual. I am not at the panic stage but I am working hard to seek out new opportunities against a background of reducing budgets everywhere.

I am sure the UK economy will recover but I suspect there will be neither a magic bullet solution nor an overnight improvement. It is a case of being patient, determined, focused and grateful for work that comes along. I have been fortunate enough to have been very busy since I left my comfort blanket of the NHS in 2004.

It has been a fantastic journey and I would not have changed a single thing about it including all the uncertainly. There has never been a time in those five years when I have been without work and whilst the future looks a bit uncertain at present I remain optimistic.

Even more faith in our front liners

2009-12-18T22:33:00.002Z

I've been looking through my training sessions work diary for the last 12 months.

Turns out I’ve met around 1000 front line healthcare employees during 2009 in training sessions that I’ve run. Never mind what they may have learned - hopefully they will have learned the odd thing or two in our session together – they will definitely have learned from each other through the networks they create for themselves.

More importantly though - what have I learned?

Here are a few thoughts on reflection about an extremely busy year alongside these front line folks:

I’ve often said front liners know all the answers all the time. I’ve not changed my view – 2009 has strengthened my view if anything.

Front liners are capable of taking on far more responsibility than the boxes the system puts them in.

Front liners are very modest about their own abilities and skills.

Front liners want to do a great job for patients.

Managers must learn to let go of more of the power they have thus allowing front liners to get on with the job.

Managers must be there for support when front liners need it – they are well capable of judging when they need help.

It is always an absolute pleasure for me to work with these folks. I thank them for allowing me to spend time with them in 2009 and I look forward to meeting at least another 1000 front liners in 2010.

The great news is front liners do a terrific job and they are keen to learn more.

Best quote I've seen this year ....

2009-12-18T01:18:00.002Z

"We don't stop playing because we get old .... We get old because we stop playing"

LOVE IT - LOVE IT - LOVE IT!!

Don't know about you but I still don't know what I want to do when I grow up!

'Gimme More Money' or I won't play

2009-12-03T18:30:00.004Z

So, the Royal Bank of Scotland (which by the way is now owned by us, the tax payers) wants to pay £2 billion in BONUSES across the group for its performance in 2009, with £1.5bn going to its investment banking division.

We are told today by Government Minister, Lord Myners that at least 5,000 bankers in the UK will earn more than £1m this year whilst the median wage in the UK is just over £20,000 a year, and yet some bankers expected, as a matter of course, to receive bonuses, in addition to their salaries, of millions of pounds.

The Directors of Royal Bank of Scotland have threatened to resign if they are not allowed to pay these bonuses. I say let them resign – the whole lot of them - call their bluff. Let these children throw their toys out of the pram. The morally obscene bonus payment culture has to stop.

Let me just remind myself of the story so far …

The Royal Bank of Scotland, along with other banks, screw things up so badly that in Autumn 2008 they go ‘cap in hand’ to the Government (that's you and me) to bail them out with massive amounts of tax payers money. ‘We’ tax payers ‘give’ them that money to keep them afloat and EVERYONE agrees the scandalous immoral bonus payments to bankers must never be allowed to happen unchecked again.

Here we are, just 12 months later and they want to pay themselves enormous bonuses again .... and the implicit message is .... to hell with the rest of the population on a median of £20,000 per year and struggling to meet their mortgage payments.

This is of course the TRUE face of capitalism.

Those capitalist myths about ‘trickle down of money’ are just that … MYTHS pedalled by the very people who line their own pockets and see absolutely nothing morally wrong in what they do.

As Lord Myners said today… Bankers need to join the real world.

I can’t make up my mind if it is ignorance, arrogance, ineptness, no morality, no principles of integrity, no conscience or simply lack of personal insight.

Be Bold – Push at Doors

2009-11-30T23:09:00.004Z

Here is a practical tip for aspiring leaders. Push at doors because, in my experience, doors that may be seen as closed are more often than not ajar.

This was brought home to me most when I got Sir Alex Ferguson to endorse my book simply because I rang him direct – spoke to his PA and managed to get an exchange of correspondence with him that resulted in the book endorsement

The ‘easy’ option would have been to tell myself it was impossible to actually get to the great man but when I pushed at the door, sure enough, it was ajar.

It has always been my experience that the thing that holds us back most from being bold enough to achieve what we really want is our own reluctance to just ‘try things’ that might seem out of our reach. I imagine many people give up because they fear a negative or non-response.

I remember Tom Peters saying he asked his friend Bob Waterman when they were both senior consultants at McKinsey ‘How do you become a partner at McKinsey?’ and Waterman replied – ‘You just start acting like a partner and they will make you one.’ – So he did and they did!

I’m not pretending this is easy for some people and of course we are not all Tom Peters. Another important thing to remember is that Being Bold mustn’t be confused with being pushy, over confident or at worst arrogant. We have to have some insight about when the door is shut or even locked. That insight is partly about intuition and partly experience. But I really don’t think it's terribly complicated.

Like any other management or leadership skill we have to practice to make it work for us. I’m sure with practice we will get better about making the right call about pushing at the door or recognising when the door is definitely not for opening.

Cross Country and Virgin - Chalk and Cheese

2009-11-28T20:07:00.006Z

Regular readers of Simplicity Blog know that I travel almost all my business miles by rail.

I've often congratulated rail providers publicly on this Blog for their excellent service. On Thursday I had an awful customer experience on a Cross Country train from Chesterfield to Birmingham New Street. I got so annoyed that I fired off an email on Friday to the rail public watchdog called "Passenger Focus - Putting Passengers First"

When service is excellent I like to tell the provider ... when it is absolutely crap we should also tell them.

This was what I wrote:

"I just wanted to vent my feelings.

Yesterday afternoon/evening I STOOD (along with probably 30 other passengers) for the entire journey on a Cross Country train from Chesterfield to Birmingham New Street. The announcements over the tannoy were awful – a very low volume and the announcer clearly had no idea that his diction is dreadful and indecipherable. No refreshments at all. It was - by a mile - the worst journey I’ve had on a train for five years and I travel about 5 times per week on average on business.

Contrast this with my onward journey with Virgin from Birmingham New Street to Coventry. I walked on to the train – a completely different ‘feel’ to everything about it. No problem finding a seat. The very friendly and reassuring voice of a pleasant train manager came over the tannoy to welcome me on board and tell me the details of the journey. I strolled along to the refreshments carriage – an absolute pleasure to be dealt with perfectly by a charming young lady who smiled a lot.

The contrast between Cross Country and Virgin was like chalk and cheese and I guess my question has to be is how the hell did Cross Country get that contract over Virgin – do the people who award the contract not take into account customers opinion?

Please do let me know what you can do with my feedback. For instance, can you forward this email to both Virgin and Cross Country on my behalf please?

Ironically enough I was returning from Chesterfield having just delivered a training session on customer care!!! – This journey gives me plenty of REAL data for future customer care workshops.

Hope to hear from you."

I will let you know if I hear anything!

Malcolm's New Blog!

2009-11-24T18:33:00.004Z

Malcolm pictured with his son at the launch of "Its a Goal" at Manchester United Football Club in 2006

My friend Malcolm McClean – well known entrepreneur and Director of Bearhunt has started a Blog.

In 2005 Malcolm wrote “Bear Hunt – Earn Your Living by Doing What You Love” published by Capstone, which has since been translated into Chinese; Turkish; Romanian; Korean; and a special version has been created for the Indian market. Malcolm says “You would expect me to say this, but these principles really work – whenever I get stuck or distracted I get a coffee and re-read Bear Hunt myself as a reminder to keep on doing what I’ve been doing. Ever since that momentous decision to do great things with great people, I’ve been able to do something that we all should aspire to – earn my living just by doing what I love.”

Malcolm is not only one of the most creative thinkers I’ve come across in business but crucially he is also a ‘doer’ – he gets results.

Among his achievements Malcolm was the founder of the brilliant initiative “It’s a Goal” which engages young men in football to reduce the incidence of depression in a target group of the population where depression is often ‘kept under the carpet’ and not talked about. The initiative now involves 4 professional football clubs in England including my beloved Manchester United.

Malcolm’s new Blog can be seen at this link http://www.bearhunt.org.uk/Blog/

I’m sure you will enjoy reading it and I hope you will respond to Malcolm’s views.

Dreaming of a Holy Night

2009-11-14T15:04:00.009Z

We are delighted that our Church in Coventry is to have Graham Kendrick appearing for one night only on Tuesday 8th December as part of his his US and UK tour. The concert tour is called "Dreaming of a Holy Night."

If you click on the arrow under the picture of Graham in the side bar you can hear more about the concert.

Graham has his own own website is at this link where you can read more about him and the tour http://www.grahamkendrick.co.uk/index.php

Graham Kendrick has been described as a ‘father of modern worship music.’ For more than 30 years he has been at the forefront of Christian music in the UK having written and recorded hundreds of songs, many of which are well known around the world, including Shine Jesus Shine, Knowing You, The Servant King and Amazing Love.

Graham is based in the UK and travels internationally participating in tours, festivals, conferences and training events, as a worship leader, speaker and performer.

Judging by the reviews of Grahams similar tour last year we are in for a memorable event in Coventry and by clicking on the picture below you can see details of how to obtain tickets for the concert - a very reasonable £10 per ticket!!!

PLEASE TELL YOUR FRIENDS TO TELL THEIR FRIENDS!

It hurts!

2009-11-11T15:58:00.005Z

On Monday this week my 4 year old grandson Sebastian had an accident at school. This resulted in a trip to the hospital for an overnight stay and surgery on Tuesday morning on his broken arm. Here is a picture of the brave young soldier in his hospital bed. I'm sure all parents and grandparents are just like me - seeing our own children or grandchildren suffer pain hurts us.

The great news is Sebastian is much better and back at school tomorrow (Thursday).

This made me laugh

2009-11-11T15:53:00.003Z

My darling wife Annie found a brilliant birthday card today for my son Simon. It is hilarious so we scanned the card and here it is.

I thought it was really funny - hope you agree.

Apologies for absence :-)

2009-11-11T15:42:00.002Z

Sincere apologies for being away for a while – work commitments have meant I just have not had enough time to Blog as much as I would like. That in itself is great – we all have bills to pay - and it’s good for my health to be busy. But I genuinely miss making my regular postings on Simplicity Blog. However, I’m back and I will find time in the next few weeks to get back to regular Simplicity postings.

Another thank you to rail providers

2009-11-01T19:39:00.007Z

I’ve just been reviewing my work diary over the last month.

1st to 31st October - 19 days on train journeys – a total of 55 individual trains given various changes.

Train slightly late: 2 occasions
Significantly late: 0 occasions
On time or early: 53 occasions

I would say that’s superb given the complexity of rail travel and the number of variable factors.

Just as with the NHS there are often sweeping generalisations about poor rail services in England.

Rather than listen to those doom spreaders I speak as I find and as I have said many times on this Blog I feel we have a very good rail service in England.

The last month has again confirmed my opinion.

So thank you Virgin and Cross Country (both pictured above) These are the two main providers I've used in the last month.

November looks almost as busy for me on the rail network and I'm optimistic!

I'm Proud of Diversity in Britain

2009-10-23T22:39:00.002+01:00

Last night (Thursday) I watched in shock, amazement and embarrassment the appearance of the leader of the British National Party, Nick Griffin on BBC TV’s popular programme Question Time.

It therefore felt very timely today that I went to a celebration of Diwali where I met about 150 Asian Carers who live in the city of Coventry. I am a Director on the Board of Coventry Carers Centre and this was an opportunity for me to go along and meet these Asian Carers who provide care for members of their families and/or friends who are either ill or have some form of disability.

I had never been to a Diwali celebration until today and I found it a very moving experience.

Unlike Mr Griffin and his British National Party I am very proud that my country is so rich in diversity. It provides an opportunity for me to continue my life education. My journey is always enhanced when I meet the type of caring loving people I met today.

Mr Griffin might like to consider taking time out to go along to a Diwali or similar cultural celebration in his neighbourhood. He might just learn something about people from other cultures than ‘white English.’

I’ve spent my entire career working alongside thousands of non-British, non-white people in all aspects of healthcare including Doctors, Nurses and many other professions and my life has been enriched by this. Our Church in Coventry has a Zimbabwean fellowship and when these folks from Zimbabwe take an active part in our services they add immensely to the experience for all of us.

In summary I am delighted that the likes of Mr Griffin represent such a tiny proportion of people living in Britain. Mr Griffin and his cohorts hold radical, racist views that I do not wish to be associated with in any way. The only positive I can draw from Griffin appearing on such a high profile TV programme is that it will solidify the absolute disgust and contempt that fair minded people in Britain have for Griffin and his British National Party.

Stupid, stupid, stupid!!!!

2009-10-20T23:01:00.005+01:00

I have chuckled to myself about these things for years and I’ve always put it down to something that we can all laugh about.

Now I am getting a bit irritated about these things. What is really getting me at the moment is the absolute stupidity – I can’t think of a kind word – of some design ideas.

How the hell can the people who invent/design these things take any pride whatsoever in their job. Or maybe it’s just me and I should perhaps just get out more.

These things may appear petty and nit-picking but to me they are important. They illustrate why I never simply accept the concept of ‘expert’ in design or innovation. No person with one iota of common sense would introduce these things.

Here are just a few of the things I’ve noticed that drive me mad! You will have other examples and I’m sure you will let me know:

1 Toilet roll holders positioned in public toilets (on trains and in hotels in particular) in places that require the person sitting on the seat to be a contortionist to reach the toilet roll. Then when you do finally reach the toilet tissue the roll doesn’t ‘roll’ and you end up with the tissue breaking off at every perforation!

2 Those vacuum sealed clear plastic surrounds on electrical goods like memory sticks that are simply impossible to open without getting a knife or a pair of scissors and literally hacking your way through to the product. We risk amputations of fingers just to get to our precious appliance.

3 Tomato ketchup plastic sachets that simply refuse to tear despite your best effort - even with your teeth! – I mean who carries pair of scissors or a knife into a motorway service station when all you want is a burger with ketchup!

4 Milk cartons that require a corner to be cut off to enable pouring and doing it results in spillage every single time you cut the corner.

5 'Post it' note sealed packs that are simply impossible to get open (and that includes attempting to tear the thin covering with your teeth) without scissors or a knife.

We can and should laugh at these things but on the other hand I think there is a serious issue here. This stuff is so simple and yet it doesn't get any better. Why in hells name don't the designers try these things out before they are applied in practice?

Front line employees would never do anything so stupid.

For instance – it’s surely possible for someone to sit on a toilet seat and - without having the IQ of Albert Einstein - work out where might be difficult for people to reach the tissue!!

Surely the person who designed those vacuum sealed packs tried them out with a small group of guinea pigs before the product is mass produced – CLEARLY NOT!!

Maybe I am missing something obvious but if so I just cant see it ….

Carry on trusting ......

2009-10-15T00:39:00.002+01:00

As regular readers know I’ve often written on Simplicity Blog (and in many other places) my firm belief that front line employees should always be TRUSTED to just get on with the damn work.

I’ve always said the best leaders know they should just need to set out the broad parameters of their expectations of employees and then get out of the way and trust the people to get on with the job. I often use the famous quote of Henry Stimson, US Secretary of War in World War Two; ‘The only way to make a man trustworthy is to trust him’

I’m not going to change my mind on any of my core beliefs above. I still firmly believe I am right to trust employees.

BUT ….

It hurts me to the very core when a manager (like one I’m coaching at present) does all the right things about setting clear parameters and expectations for the team and every individual within that team and then some employees totally let down that manager by abusing the trust placed in them.

For a fleeting moment I think to myself; ‘Do I need to change my view about trusting employees?’ …. But I quickly realise there will - sadly - ALWAYS be a small minority of employees who will abuse the trust you place in them.

Am I disappointed – Yes.
Am I angry – Kind of.
Am I surprised – Very.
Most Important - Will I change my views about trusting front liners? – DEFINITELY NOT.

Do you get disappointed sometimes when employees abuse the trust placed in them and if so how do you rationalise it?

Friend of Simplicity - Gary B Cohen

2009-10-09T22:11:00.005+01:00

Today it is my great pleasure to interview Gary B Cohen author of a great book that I've just read called "Just Ask Leadership – Why Great Managers Always Ask the Right Questions."

Gary, as President and co-founder of ACI Telecentrics grew that company from two people to 2,200 employees and reached $32 million in sales at the company’s peak. ACI was recognized as one of Venture Magazine’s Top 10 Best Performing Businesses and Business Journal’s 25 Fastest Growing small companies. Gary is partner and cofounder of CO2 Partners, LLC operating as an executive coach and consultant. His clients run a wide range of organizations – from small entrepreneurial companies to multi-billion dollar enterprises.

Trevor: First of all Gary – thanks for taking the time in your busy schedule to answer a few questions for my Simplicity Blog.

Gary: It is truly my pleasure, and thank you for being willing to share my ideas and the book, Just Ask Leadership, with your audience. As you can see from the title, it would be difficult not to respond to a fellow Asker. Don’t be surprised, though, if I take the opportunity to ask you a few questions as well.

Trevor: I really enjoyed reading your book and found many similarities in your philosophy to my own about business, management and leadership. Not least the need for Simplicity. Do you think some managers make things too complicated?

Gary: Yes and no. To me it really depends on the situation. If you are referring to leading others, yes. If you’re referring to leading an organization, I would say no. I believe many of today’s crises are a result of the complexity of our operating systems. Leaders are applying linear solutions to complex systems.

In a discussion the other day with Joseph Grano, who is currently Chairman and CEO of Centurion Holdings and formerly Chairman of UBS, Joseph stated that it’s not that CEO's are unaware of the complexity of their organizations, but that they’re unaware of the complexity of the products their organizations offer. Leaders don’t and can’t understand every aspect of their organization, nor should they try. They put their organizations at risk when they do. Instead, they need to learn the right questions to ask and where to direct these questions. When leading people, both straight forward and more complex strategies are necessary.

The straight forward aspect of leading is really simple – Just Ask. If leaders did that more than Just Tell, they would see vast improvements in their organisations’ performance. What I don’t want people to believe is that any question, in any tone, will do. The types of questions – and they way they’re delivered - are equally important. Counter to popular opinion, there is such a thing as a Bad Question!

On the complex side of people leadership, leaders would benefit from understanding the brain and how it takes in and stores information. People favor certain types of information and disconnect from others, which has a huge impact on outcomes in organisational trade-offs.

By understanding the workings of the brain, leaders can ask questions that cut through thinking processes and create improved outcomes.

Trevor: The images of a leader telling people what to do rather than asking questions still persists in many organizations. Do you think this style is changing fast enough?

Gary: No, and this is what gets me going in the morning. To live in a free country and to work for a totalitarian company in which the leader always knows best is at worst repressive and at best controlling. In a day when information is more abundant than ever and we have more college graduates and post graduates in the work force, the smartest person in the room is rarely the leader, even though they would often have you believe they are.

The worker today wants to be engaged in decisions, making things happen and changing organizations to improve. This was also the case in colonial times: After 120 pilgrims died in Jamestown during the winter there were only 60 survivors left. The deaths resulted largely from failure to take care of the land and common ownership of the colony. With ownership divided so that the 60 people who were left each had their own plots and individual rights, crop production tripled.

When people feel they have a stake in what they do, performance increases. At CO2 Partners, we see this with organizations that change from telling to asking. Our entire educational system was built on knowing the answer. The teacher is the leader and you do what she tells you to do even if you know it is wrong. That was translated to the repetitive processes in our factories, where many thought that questions were unnecessary.

But we’ve seen today how the bad practices of just one or two employees can bring a company to its knees.

Trevor: My good friend Dave Wheeler from Arkansas has great practical experience as well as knowledge of the subject of leadership. Dave says the four most important words a leader can say are ‘What do you think?” – I assume you would agree with that, Gary. Why do so many managers find it hard to ask questions?

Gary: I’m not sure I would say those would be my four most important words, but I would agree that questioning is one of the best disciplines a leader can learn today to be resilient in the face of uncertainty.

Great leaders aren’t afraid to make decisions, too, but they rarely do so without asking great questions first.

Trevor: I have a passion for giving much more responsibility and power to people working at the front line. I would be interested to hear your ideas about how managers can be persuaded to let go of the power to their front line folks.

Gary: We seem to be in alignment on this idea. One of the first questions I suggest leaders ask is, “Whose decision is it?” It is a way to get them to understand at the beginning of each conversation that it does not have to be their decision. And before they can ask any questions at all the leader must trust the people on the team. If they don’t, why bother asking them anything in the first place? The issue of trust does not revolve around getting rid of team members the leader doesn’t trust, but more often the issue is that the leader does not know how to trust.

At CO2 Partners, this is one of the first places we go to help a leader and her company. Most leadership practitioners speak of Trust in terms of making the leader appear trustworthy. It is our belief that this is quite backwards.

Those who have the power must first give trust, which involves a certain amount of risk. There are some very deliberate ways to create this trust and it has nothing to do with time. It is only then that the idea of moving decisions downstream--to the front line-- can be accomplished.

Trevor: Do you have any Leadership heroes and if so, who are they and what is it that makes them stand out from the crowd?

Gary: One of my favorite leaders is Bill McLaughlin. I admit we are friends, and I am sure that has much to do with my rose colored glasses. He was one of the few leaders I interviewed for the book Just Ask Leadership who was consciously competent about using questions as a leader.

Most of the exceptional leaders I interviewed used Just Asking about 70-80 % of the time and were not really conscious of doing this until we discussed it in the interview. Bill knew he did it and was very deliberate about the questions he would ask. Another aspect of Bill that I have grown to admire is his authenticity - not the kind you learn at a seminar but the kind that only comes from deep contemplation and self awareness.

Humility is another aspect that comes to mind – again, not the kind you pick up trying to imitate the Dali Lama, but the kind that comes from seeing people outside of a hierarchy. He seems to see potential in people and help promote them through the questions he asks. He is the lesser part of the equation and the other person is the focus. He has experienced amazing successes and challenges in his career and yet still projects these admirable qualities.

A fictional leader I love is Dorothy from the Wizard of Oz. Next time you watch the movie, pay close attention to how she engages and aligns her team to follow the yellow brick road.

Trevor: Having a style that is all about asking questions might be construed by cynics as a manager being weak. I need to stress that is certainly not my own view. How do you answer those cynics Gary?

Gary: Yes, this is often a first thought shared by many, such as those who see water as weak, although it played a major part in forming the Grand Canyon.

If you ask weak questions (and there is such a thing as a weak question), you may be considered a “Weak Leader”. But there are tough questions that require real action from the listener.

Some examples of tough questions from a boss to his team member might be: “Trevor, what is preventing you from blogging twice as much per week?” or “How might you remove those obstacles in order to meet our overall goal that we agreed to earlier in the year?” Often it takes way more courage to ask and trust than to tell and blame.

Trevor: What one piece of advice would you give to a young manager just setting out on his career path given your own experience?

Gary: Understand that in our society there is a time to provide answers and a time to ask questions. You’ve most likely learned how to answer for the first 20+ years of life, so learn this difference and practice the art of asking. Pick up my book Just Ask Leadership or go to our website www.JustAskLeadership.com and take the Gold Assessment. It is a 360-degree feedback tool that polls 5 people who work with you on your leadership performance in general and Just Ask Leader style specifically. It will provide specific advice on how to improve. We have been studying leaders with this tool globally and have found that trusting others by using questions can have a 20% positive effect on the team’s engagement, alignment and motivation.

Few assessments provide that level of feedback. Buckminster Fuller was a wonderful thinker, and a friend recently reminded me of Bucky’s view on procession. This is the notion of just starting – just put your foot in a direction, even if it is not the right direction.

Most Nobel Prize winners never set out to win. They just started on their path, one thing lead to another, and before long they really became the change in the world that they wanted to see. This is true for anyone starting down any path – the first place to start is starting. Many people get stalled out and this often leads to paralysis.

Trevor: Finally Gary, have you visited the UK and if not do you have any plans to come to this side of the pond? I have a number of US friends who regularly visit my Simplicity Blog and it seems there are many similarities in both our cultures. I’m sure your Just Ask Leadership concept is equally applicable on this side of the water.

Gary: Several fantastic leaders have asked whether CO2 Partners would like to start a practice in England, and those discussions are still active. The book has only been out for a couple of weeks and the interest from the UK has been fabulous. When I was younger, I was an intern at the British Parliament for the Fulham member Martin Stephens who passed away many years ago. I lived off of Queens Gate right off Hyde Park and my memories often draw me back there.

If you or any of your readers know of opportunities to speak in England or Europe, I would more than welcome the opportunity. I gave a speech in June in Hanover, Germany to a company that does business around the world. The audience represented over 20 countries and each took to the Just Ask idea no matter how different their culture was from ours. Similarly, I spoke to the Intel global treasury department last year and there were over a 100 leaders from all over the globe.

The message of Just Ask seems to have resonance all over the world. Thank you for your willingness to help spread the idea.

Trevor: The pleasure is mine Gary - thank you again. I hope some Simplicity readers take you up on that offer of speaking engagements in the UK - you will be very welcome on this side of the pond - your message to Just Ask is so important.