Learning for business through drama

This was me as Sam Pickles pleading with my 'daughter'
Rosie to visit her estranged mother, Dolly.

Annie, as a drunken Dolly, tells her daughter Rosie
that she shouldn't hate her.

Annie and I got back from our week on a residential summer drama school and I didn't really give much feedback on my Blog. We were 2 of a group 24 completely unconnected people thrown together with two directors and two assistant directors. The task was, starting from scratch, to rehearse and perform in a public setting - within a week - the Australian play (set in the 1940's) called ‘Cloudstreet’ by Tim Winton

An amazing week for many reasons. I've been thinking about what I learned in that week from a business/organisation perspective;

1 – Getting out of the comfort zone …. A long way out!! ... is good!

2 – Seeing two talented directors illustrate real leadership

3 – The joy of being part of a team committed to delivering a product in a very tight schedule

4 – Realising how much we rely on others when the chips are down and when we feel vulnerable and out of our depth

5 – Seeing how much business can learn from the arts

6 – Keeping going when half way through the week our heads were telling us ‘we’ve made a big mistake coming here’

7 - Feeling the exhilaration of a successfully completed ‘project’ that customers enjoyed

8 - Realising life needs to be as much about doing different stuff as that stuff we are used to doing every day

More pictures can be seen here on Annie’s Blog

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Learning about how 'stuff' gets done .....

Well … amazingly enough (to me) I did it. I actually went a whole week without checking my inbox.

That’s not quite true. On my mobile phone I can access gmail and so I was able to read the odd email that was sent to my gmail address but I was disciplined and didn’t reply to any. I never checked my hotmail inbox … and even more surprisingly (to me) I never even glanced at Simplicity Blog.

I’m grateful to my friends David Wike, Dave Wheeler, Richard Lipscombe, John O’Leary, Joel Canfield, and Mark Foscoe. Looks like you guys had an interesting exchange whilst I was away and I hope David Wike fulfilled his promise of buying all the drinks!

Annie and I got home earlier this (Saturday) evening from sunny (not) Harrogate in Yorkshire and so far I’ve only had time to glance at your excellent comments. I want to read them fully, reflect a bit and then reply properly.

By the way we worked intensively for seven days on performing the Australian play 'Cloudstreet' by Tim Winton. I know that Richard is well aware of the work of Tim Winton.

Our week started from scratch as a group of 24 totally unconnected people under the leadership of two directors and two assistant directors building up to a public performance.

It was certainly a terrific learning experience for me. I was well outside my comfort zone. I learned a lot about leadership, front liners and team work.

Our public performance took place on Saturday morning; seven days after 28 people unknown to each other met for the first time. The performance was well received by the audience of approximately 125 people.

It was terrific 'learning by doing.' It reminded me yet again how focus, teamwork and good leadership can produce a 'product' that people seem to enjoy.

What do we now mean by 'retire'

When I was a kid it seemed like anyone who was 50 years old was way past their 'sell by' date.

I just heard on Talksport Radio an interview with an 85 year old man who plays in the over 85’s world tennis championships.

On Monday this week I played golf with a 76 year old man who plays 18 holes twice a week most weeks. He looked amazingly fit.

Sir Alex Ferguson is 66 years old and still as passionate and ambitious as he ever was for his team (and mine) Manchester United.

I hope to be the player manager of a five-a-side football (soccer) team for men over the age of 100 when I reach that milestone in 2052.

How times have changed ….

As Tom Peters says 60 is the new 30. This surely has massive implications for the definition of ‘retirement’ from work. I hope to work until I am at least 75. My academic supervisor Professor George Giarchi still works at the University of Plymouth at age 77 and as far as I know George has no plans to finish work for few more years.

How do you see retirement nowadays and does it really matter about having an 'age' of retirment?

Children - our greatest gift.

I’ll be resting from Blogging for a couple of days.

I am passionate about the exchanges I have through Blogging both here and on Tom Peters Blog. I learn so much from the interactions I have with so many terrific people all over the world through Blogging.

At 55 years of age I love my work more than ever and I feel young enough to to carry on working for a few more decades yet just like my heroes Sir Alex Ferguson, Tony Benn and George Giarchi.

Work is good for me.

HOWEVER .......

Nothing can be more important than encouraging our children and grandchildren.

Today Annie and I look forward to a trip to see my two Grandsons Sebastian (right) and Reece (left) pictured above.

We are all blessed with many gifts from God. The opportunity and the ability to work is one gift that I cherish but the greatest gifts are people.

I am blessed to have the beautiful gift of Annie as my wife. I am blessed to have 3 terrific children who are gifts that make me very proud. These two wonderful grandsons are very special gifts who have both already made a huge impact on my world.

I will return to Blogging on Saturday.

Tony Benn - the ultimate hero

Annie and I went to see my all time political hero Tony Benn last night (Thursday) in Birmingham Town Hall. The event was called 'An evening with Tony Benn'

Here are a few facts:

*Tony will be 83 in a couple of weeks
*He spent over 50 years as a Member of Parliament
*He is as sharp as a tack and bright as a button mentally
*Birmingham Town Hall was sold out with almost 1000 people in the audience
*Tony got a standing ovation

Here are two wonderful quotes from two hours of brilliant oratory

‘If you are looking for a leader don’t look up to a platform – look next door’

‘My country is the world – my religion is to do good’

I am unashamedly biased but I do not think there can be a better role model in politics for integrity, commonsense and honesty than Tony Benn.

I pray that he carries on campaigning and working for many more years to come.

If you want to see Tony in action passionately illustrating his beliefs take a look at this UTube clip of Tony where he takes US spokesman John Bolton to task on BBC TV Question Time.

Thanks Tony for yet more inspiration. Good men are few.

'A More Perfect Union' - Barack Obama

Regardless of political views I hope you will find time to listen in full (37 minutes) to this wonderful speech of Barack Obama. His pride and love for America is fantastic to see and hear. It seems to me from this speech he is doing all he can to address ‘head on’ the controversial issue of race in a very even handed, conciliatory way.

This is not a speech about conflict between black and white. It is about how everyone has something to bring to the table - we all have gifts

As far as I am concerned it is wonderful hear a politician speak from the heart. He is a terrific speaker. His freshness, optimism and pragmatism appeal to me and I wish him well in the forthcoming Presidential Election.

Enthusiasm Rules OK!

As a 'mature adult' I have to say I get more than irritated when youngsters are criticised. I am very optimistic about my future being in the hands of the young people of today.

How fabulous it is when we see a youngster with real passion to make a difference. Yesterday Annie and I met such a youngster working in the National Health Service.

She is only 23 and it is just so obvious from her whole demeanour that she really wants to make a difference for her patients in the caring role she fulfils in the National Health Service.

She works with some very challenging clients and yet she approaches her job with such brilliant enthusiasm and optimism. I pray that she never loses those qualities and I just hope ‘the system’ does not beat that innocence out of her and wear her down. We simply cannot afford to lose people like this.

We need people like this young woman more than ever before in management and leadership positions because it seems to me there are far too many people either burned out, tired or demotivated .... or worse still .... all three!

Keep up the good work!

I’m sure, like me, you’ve been in departments, organisations or even a club where it seems a few people do the work and an awful lot of people appear to be happy by not putting much in. Someone used this wonderful metaphor to describe the concept.

‘It’s like a football (soccer) match. 30,000 people desperately in need of exercise watching 22 people desperately in need of a rest’

I heard recently of a light hearted letter about this scenario in respect of a Church and as a bit of light relief I thought I would publish this today. Enjoy!

Dear Minister

There are 566 members in our church, but 100 are frail and elderly. That leaves 466 to do all the work.

However, 80 are young people away at college. That leaves 386 to do all the work.

However, 150 of them are tired businessmen, so that leaves 236 to do all the work.

150 are housewives with children. That leaves 86 to do all the work.

There are 46 members who have other important interests. Which leaves 40 to do all the work, but 15 live too far away to come regularly. So that leaves 25 to do all the work.

And 23 of them say they've done their part.

So, Minister, that leaves YOU and ME and, frankly, I'm exhausted.

Good luck to you.

A. Parishioner

You're NEVER too old!

When I was 16 years old and just starting out on my career in healthcare I thought anyone who had reached 30 was pretty old; people of 40 were well past it and their ambition must have gone; if they were 50 they were old and looking forward to retirement therefore they were slowing down; anyone beyond 60 and still working was ancient, eccentric and needed to be pushed out.

Although now I feel pretty awful about it, those very discriminatory statements were fairly typical of me and my fellow teenagers.

HOW MY OPINIONS HAVE CHANGED!

Most of you will jump to the obvious conclusion that as I am now in my 55th year ‘He would say that wouldn’t he?’

You are right - Of course I have a personal interest in saying that people of my generation are ‘younger’ (emotionally if not chronologically) than when I was 16,

BUT

I genuinely believe they (we) are!!

I see absolutely no reason why I cannot be working productively and enthusiastically for many years to come. OK, I will probably be more selective about what work I actually do but I see no reason to suppose I won’t have the energy and mindset to try and make a difference in business, leadership and management well into my 70’s.

People who have worked in management positions for a few years offer terrific experience.

BUT ONE MYTH I WOULD LIKE TO DISPEL IS THAT EXPERIENCE NECESSARILY EQUALS KNOWLEDGE OR COMPETENCE.

I think as we get older we must resist the temptation to rest on our laurels, because we have been round the block a few times, and simply say – ‘We have experience to offer’

Experience is not enough.

In addition we have to offer passion, enthusiasm, optimism, integrity, leadership and role-model behaviour. We also still need to retain within us a small bit of that rebellious teenager who wants to make a difference.

I love the quote generously given to me by one of my heroes 82 years young, Tony Benn;

“Having left Parliament to devote more time to politics I am free: Lots of experience and no personal ambition. I can't wait for April 3 2025 when I shall have completed my first hundred years and a new century of work begins” - Tony Benn

I’ll drink to that Tony!

By the way – The Tony Benn Diaries 2001–2007 that I am currently reading is a wonderful book.

Its title is ‘More Time for Politics’– loads of common sense, simplicity, integrity and passion from an inspiring man.

The book also reveals a lot about Tony Benn, the person, with many honest and intimate expressions of his feelings about his life and his family of which he is justifiably proud.

Age - No Barrier

I’ve been giving thought to age discrimination.

I look in awe at the energy levels of five of my heroes Sir Alex Ferguson 65, Tony Benn 82, Tom Peters 65, Professor George Giarchi 77 and my father-in-law Eric 80. I think it is a mindset thing.

I see no reason whatsoever to retire compulsorily from work at 65 years of age. God willing and good health allowing I want to be working at 70 years of age at least three days a week. I hope at 70 to have the same mental and physical energy levels that I have now. Ok so the physical fitness may not be quite as good but then I think why not? Jimmy Saville was running marathons well into his 70’s.

I get irritated when the pervasive attitude is that people somehow reach a 'sell by' date in business. Younger people have an important role in rattling cages and making changes to old fashioned ideas and business practices desperately in need of change. I argue that chronological age is not a restricting factor. In fact, experience combined with youthful exuberance is a very effective combination.

I am keen to play in the first ever five a side football team for people over 100 years of age

Anyone else want to sign up for my team in advance??

Keep Busy

I’m sure there are times when you feel like you and a few others are the only people doing the work for your club, your church, your department or even your organisation, whilst others are content to keep their heads down and seemingly do very little.

Maybe this quote will help.

‘This situation is rather like a football match. Thousands of people desperately in need of exercise watching 22 people desperately in need of a rest’

Keep smiling – in all aspects of our lives and our work there are players and there are spectators

A trip to London

The spectacular Canary Wharf, London

I spoke to a group of 25 dentists in London on Thursday evening about the value of patient feedback leading to improvements in services.

The great news is that it seemed to go down well which I was delighted about because dentists in the National Health Service are often portrayed as 'stuck in the mud' old school folks who do not want to change. Nothing could be further from the truth.

This group of dentists seemed to take on board the concept of listening to patient feedback and making changes as a result

So I felt good that it was a worthwhile visit to the smoke …

On the way back from the meeting I got chatting on the train in London to a young American lad (probably late 20’s) who had moved to London from Chicago four months ago. He worked in the financial quarter of London in the Canary Wharf area - which by the way is a spectacular sight at night from the train on the journey back into Central London. The young American was telling me how much he loved London and the English lifestyle. It made me feel very proud of my great country.

One thing he said was how he finds it odd that Brits are generally so miserable first thing in the morning at his office. He is obviously getting to know the average Brit pretty well methinks!

He told me he believes London will become the financial capital of the world in the near future. Already he tells me London is the financial capital of Europe and is challenging New York and Hong Kong for the number one spot in the world.

Tony Blair could not have been all that bad after all.

As regular readers of Simplicity Blog will know I am a great fan of TB. I realise I am now in a great minority - but hey come on – that has often been true of my opinions so why change the habit of a lifetime of being in a minority?!

NO! - It need not be 'just the way it is.'

As a customer one of the most annoying statements I hear is;

‘Sorry nothing I can do - that’s just the way it is’

What it portrays to me is that employees inside organisations have become tired, and lost their passion to challenge a culture that obviously need challenging!

So often I have heard that expression, or a variation of it, when customer expectations have fallen below the standard the customer expected.

If employees in any organisation say that sort of thing, don’t you think it is sad?

In short it means they have ‘given up’ … and I don’t think we should ever give up trying to change cultures that are wrong.

Three years on ... Hard work ... But HAPPY!!

Friday evening … Phew!! … Some time to catch my breath and catch up with Simplicity Blogging!!

What a week so far … but come on … it keeps me awake and as a friend once said 'sleep is over rated.'

Monday – Two hour return train journey to London for 3 hour conference.
Tuesday – Drove 300 mile return journey to Ipswich (rain for whole of both journeys) for 4 hour workshop. Home midnight.
Wednesday - Up at 6 am to catch 7 am train to London for all day workshop home at 7 pm.
Thursday - Up at 6am to drive 200 mile return journey to Cambridge (rain for whole of both journeys) for all day workshop - home at 7 pm.
Friday - Drove 180 mile return journey to see Mum!
Tomorrow (Saturday) - Train journey to London for 4 hour workshop.
Sunday - A rest.
Monday - Delivering 3 hour workshop to 120 health professionals in Nottingham.
Wednesday – Delivering 3 hour customer care workshop in Kent – another 400 mile return drive.

Then it slows down a bit …

This may look like a hectic schedule and I guess it is.

BUT .... compared to going in to the same office everyday in the National Health Service like an automaton for my 9-5 Monday – Friday boring existence, this is just BRILLIANT.

Unless things go pear shaped I never want to have a job of that type again. The thought of ever moving away from my self-employment and freelance independence fills me with dread.

One of the reasons I work hard is to try and make sure I never have to go back to the ‘alleged’ security of a contract of employment. 'Security' can be another word for imprisonment.

Three years into self-employment this feels like hard work but it is so much more rewarding and it is freedom.

I feel like an 'adult' – unlike the 'child' in the restricted, controlling environment of NHS management where I spent 35 years unaware of what freedom at work really means.

Roll on next week! And the Next 50 years! Life is great!

And most of all thank you to my darling Annie for putting up with me this week and keeping me sane (I think).

I promise I'll slow down when I'm 95 honey!

Sir Alex - The Guvnor!

Today Sir Alex Ferguson celebrates 21 years as Manager of Manchester United.

There is an article today in The Independent - click here to read it.

I am very biased – I think Sir Alex is the best manager in the history of British football - just count his trophies. The Independent article however gives a more balanced and impartial view than mine of the record of Sir Alex.

I love these extracts;

‘How it is that he acquires years but not age? Why is it that his partiality still burns like some tinder-box canyon in southern California? Can it be true that he still takes offence quicker than a hell-fire preacher in a bawdy house?

Will he ever mellow? Will he ever take off the clothes of a curmudgeon when things do not go quite as well as he likes? No, he will not ….

Ferguson will be 66 on the last day of December. Time to act like a guy who owns a bus pass? Not with Wayne Rooney and Cristiano Ronaldo and the likely lad from Brazil, Anderson, still in the foothills of their careers.

He ignites the game to which he has devoted his life and because he cares so much, and whatever we think of his style, so do we. It means that today the toast is not so much to a unique football manager as the sheer force of life.’

Customers decide if you live or die

In these days of intense competition only the smartest businesses will survive. I’ve been thinking about how businesses retain customers for repeat business.

My view has always been that if you are in touch with customers – in fact if you make customers feel really special - you won’t go far wrong.

There are thousands of management consultants who will charge a lot of money trying to convince you there is a technical, rational, systems answer to all this. I disagree. I have always said (and written) that there is a place for process in businesses but the proportions in my opinion should be a pint of process and a gallon of passion. In my experience many businesses have a gallon of process and a pint of passion – and they then wonder why their business is a not a hotbed of creativity and in touch with front line staff and customers. I say value and trust your front line staff and look after your customers and you will succeed.

These are the stages I recognise in many businesses:

Stage 1 Passion

The owner of the company starts small with a vision to establish the business. There is real passion at this stage because the owner has to work to eat. It will be a struggle to make any money. This is about making your reputation.

Stage 2 Established

The owner sees the business is meeting a need and begins to break even and maybe make some money. More work is generated and the business is becoming established. The owner is still very hands on - driving the business.

Stage 3 Growth

The reputation of the business grows and more work is generated. The owner decides it is time to get some help and staff are recruited to assist. The owner is still heavily involved. The business is becoming profitable.

Stage 4 Expansion

Now things are buzzing and the owner decides that it can expand. Staff recruitment takes off, business is growing and everything looks great. The owner is now slightly more removed from the front line and customers and has people doing ‘all that stuff.

Stage 5 Comfort

The business is now comfortable in terms of profits and growth. The owner now has a monitoring role because the senior management team takes care of the day to day business including customer care.

Stage 6 Complacency

Because things are now ‘comfortable’ complacency sets in. Standards provided to customers that were hugely important in the earlier stages seem to have slipped because the business is now big and less responsive to the changing needs of customers.

Stage 7 Vulnerability

Whilst standards have slipped existing competitors and new businesses have emerged as serious rivals. You have become vulnerable. You start to notice profits are reducing and repeat business is not happening. Your staff are not as happy as they were. The owner is now far removed from the everyday business – and may even be oblivious to what is happening.

Stage 8 Arrogance

The business ignores the obvious and growing competition and refuses to learn from what is happening – a classic case of burying your head in the sand. The need for change is now smacking you between the eyes but refusal to accept the inevitable seems to be the overriding culture.

Stage 9 Death - RIP

This is what happens when we refuse to listen to what our customers are telling us. Customers are our heartbeat and if we do not listen and respond to what our pulse is telling us then the outcome is sadly inevitable. The owner – now completely out of touch – is heard to say ‘What went wrong?’

Summary

I would suggest that being closely in touch with our customers is important throughout all the first 8 stages and arguably more important from stage 5 onwards. Sadly many businesses seem to lose touch with customers once they have become comfortable.

Comments?

England Expects ......

Most of the English nation will be behind our boys tomorrow in World Cup Rugby Final against South Africa.

We have got to the final against all the odds and the predictions of all the media 'experts' but we are there. It has been a triumph for dogged determination rather than flowing attractive rugby and no one can take away the fact that England are in the Final.

No country has ever won two successive World Cup Finals and after our win in 2003 we stand on the edge of history tomorrow.

We could also see Lewis Hamilton become World Champion Formula One driver on Sunday in his first season.

What a marvellous weekend that would be for ENGLAND.

On the other hand ….. No … As an avowed optimist I refuse to think of any other scenario!!

So … Come on England! And Come on Lewis! – You can do it - We are right there with you!!

'There is a passion in Benn's writing and speaking that far transcends the miserable aspirations of most contemporary politicians' Paul Foot, Guardian

I finally got to meet Tony Benn last night!

What a fabulous man – he spoke without notes for 40 minutes then answered questions for another 45 minutes.

The person who introduced Tony last night said, quoting from one of the reviews of his new book. 'Tony Benn is a player'

I think that is a great description of the man. Many politicans today are 'spectators' and change to suit the latest opinion poll. Paul Foot's description above is also right on the button.

Absolutely brilliant – no hesitation in his speech, no uncertainty of thought, mentally ‘sharp as a tack’ and looking great physically. Not bad for 82 years of age and 51 years as a Labour MP.

Tony retired in 2001 as an MP - as he puts it - ‘to spend more time on politics’

He is now 82 and busier than ever. He is a cult figure to young people who want to see change and he is now regarded as the most loved politician in Britain – he speaks every year at the world famous Glastonbury rock festival to thousands of young people!

He takes part in every anti-war demonstration in the UK and his diary of speaking engagements is full. He regularly appears on our national media outlets both radio and TV. Tony puts many 40 year old men to shame with his energy and passion.

Last night Annie and I went to see him speak at the Birmingham Book Festival - he was guest speaker for the week of the festival. The occasion marked the publication of his latest book – ‘More Time for Politics’ – It is really Tony’s diaries from 2001 to 2007 and I bought a copy. I've read the first few pages and it is riveting stuff, brutally honest and as you would expect from Tony, no punches pulled. I highly recommend it.

This got me thinking …

I have another 27 years before I am 82 – so I now know I have only just started!!

Tony is the best role model I have come across – his skills, talent and experience are only exceeded by his honesty, humility and integrity. If I can be remembered for my honesty, integrity and humility, that will be good enough for me.

At the end of his talk Tony said;

‘Someone asked me the other day what would I like on my tombstone … I thought ... That’s a cheerful question … I thought about it and said … All I want is ‘He encouraged us’

That is awesome and says it all about the man!

Recruit for Attitude and Train for Skills.

Take a look at my friend David Wike’s new Blog – Random Ramblings

David has written a fascinating posting today about skills shortages for the future and I’m sure he would value comments from regular Simplicity readers.

My own view about all this is that we need to reverse the historical trend.

For as long as I can remember the perceived wisdom in management and business is that we should recruit for skills and train for attitude.

I support the opposite – recruit for attitude and train for skills.

Thanks David for a great topic.

More Branson wisdom

Every now and again I find a book that I can’t wait to pick up for the next opportunity to read it!

Sir Richard Branson’s ‘Screw it Lets Do It - Expanded’ is such a book for me.

I’m two thirds of the way through it now and I keep finding gems that I will use in presentations, Blogs and books for years to come!

The latest simple Branson observation that grabbed me from the book;

‘There are always people who criticise and usually they’re the ones who come up with no solutions’

Amen Sir Richard - I have met many of them!