Be What You Intend to Be

Much of what goes on in a traditional organization is unintentional. That is to say, it isn’t an action that someone has decided to take in order to contribute to the well-being of that organization and its stakeholders. It’s operating on default.

Ironically, unintentional behavior can often be the result of trying to clamp down on unintentional behavior. On the other hand, it can just as easily be the result of leaving people isolated and expecting them to do their best work without any assistance or support.

The road to a more intentional organization is one described ideologically by business greats from Warren Buffett to Richard Branson. Here is the idea as verbalized by Steve Jobs:

It doesn’t make sense to hire smart people and then tell them what to do; we hire smart people so they can tell us what to do.

Taken to its logical conclusion, this idea is counter to the operation of a traditional organization. Traditionally, decisions get made and orders pushed down the chain of command; results come back up and get pieced into something like the final result that the person at the top of the chain wanted.

Counter-intuitively, the result of the traditional approach is that much of what happens in the organization is unintentional. People who wait for orders don’t make the best use of their own time; and the people above them, who don’t have the perspective of each individual’s point of view, don’t make the best use of their time either. People fulfill their immediate expectations without a view of what’s good for the whole. What’s more, managers often don’t communicate all their expectations, and the results reflect the holes in each subordinate’s understanding of the tasks assigned to him.

Becoming intentional means, at least in part, understanding myself, acknowledging and accepting what I am, and developing upon my strengths. As in the Cherokee proverb of the two wolves, I become better by feeding what is good within me. It’s not a choice I make when I’m faced with a hard question, it’s a choice I make by the way I condition myself to face the hundreds of little choices throughout the day.

The same is true of an organization: I have to feed what is best in my organization and what is best in the individuals within it.

This is one reason organizations that focus on facilitation can be much more effective than traditional organizations. Instead of “managing” in the traditional sense, leaders help people to do and become their best, guiding their individual work toward the ultimate good of the organization as a whole and helping to connect it to the work of others.

What this means for a leader is that I am first of all responsible to my people rather than for them. (Responsibility for my people is still important, though it’s mostly externally-facing: followers want leaders to have their backs.)

Whereas a traditional organization is merely, as Emerson put it, “the lengthened shadow of one man,” an organization of facilitation is an attempt to leverage the power of community toward a common goal. That makes the intent of each individual important to the whole. Each level is intentional about its own goals and behaviors, and each subsequent level is there to help the previous level attain its goals and bind efforts together.

Here are a few risk factors for unintended behavior, and what you can do about them:

  • Fear. When people are afraid of something, they tend to either destroy it or hide it. I have never seen either of these behaviors yield positive results in an organization. If the people working with you act fearfully, address it head-on. Learn what they are afraid of. Dig into the root cause, too–few people are afraid of disappointing a customer so much as they’re afraid of what might happen to them. If you start to notice a lot of people having similar problems, you have a systemic fear on your hands–usually one that has to do with trust within the organization–that requires a change.
  • Inconsistent culture. People are more willing to take personal risks if they feel anchored and supported. That has partly to do with knowing that the people around them have their back–even people who may be on a different team, or come from a very different background. Your hiring practices and cultural guidelines need to be spelled out so that the people you hire are people you’d choose to weather a crisis, not just people who would have fun together at happy hour. More than that, everyone in your organization needs to be telling the same story and believe in the same destiny.
  • Too much process. Process can be a good thing if done correctly–if the process represents a best practice, serves the people, and is capable of evolving. But if you need a process to mitigate risk, that means you already have unintended behaviors–and adding a process could make the issue worse, as people attempt to short-cut or circumvent the process in order to get their work done. (Ask yourself: Is the process an invention or a control?) Pare down or eliminate any processes that get in the way of doing good work, and instead focus on gaining buy-in from your ostensibly reliable (you did hire them, right?) employees as to how to avoid putting your community at unnecessary risk.
  • Over-management. If responsibility for my efforts always goes up to my manager, my natural human response is to fight against that control mechanism. I might give up on doing anything that isn’t assigned to me, I might deliberately procrastinate or slack off, or I might start looking for other jobs. (The top cause of burnout isn’t over-working, it’s lacking control over or engagement with your work.)1 A quote from a study in the Indian Journal of Industrial Relations: “Burnout can be minimized/avoided if individuals develop a high level of involvement in their jobs and they are able to identify themselves psychologically with their jobs.” Adding controls and oversight to prevent me from doing anything but the work I’m supposed to be doing will provoke a desire to rebel against them. Try cutting out levels of management and finding ways to prevent micromanagement, or better yet, train your “hierarchy” to be a facilitating structure instead of a managing structure. If you have good people, you won’t need to control them; and if you stop controlling them, you’ll find out pretty quickly who’s good and who isn’t.

The only way you’re going to get more than a handful of people to be fully engaged in accomplishing a goal is to get them to buy into that goal and work toward it on their own motivation. In other words, hire good people and let them tell you what to do. Think of it this way: As long as I hold the power to fire my leader, what do I lose by being a servant?

What reservations do you have about making this kind of change? Did I miss something? I’m looking forward to getting your reactions in the comments.

References   [ + ]

1.  A quote from a study in the Indian Journal of Industrial Relations: “Burnout can be minimized/avoided if individuals develop a high level of involvement in their jobs and they are able to identify themselves psychologically with their jobs.”

Nourish the Unexpected: Facilitating Emergence

It’s not quite enough to stop controlling in order for the people in your organization to do self-managed, unprecedented work. Facilitating their work is also critically important.

Facilitation nourishes and encourages people in several ways. It feeds the part of us that wants independence and mastery because a more experienced manager/co-worker is helping us with a goal instead of exercising command over it. It feeds the part of us that wants social validation: if someone is helping us accomplish a goal, it tells us the goal is worth accomplishing. It even feeds the part of us that’s lazy–that is, the part that wants to accomplish our goals while using the smallest amount of energy possible.

Think of your organization as a computer:

Algorithmic Containmentphoto credit: Algorithmic Contaminations via photopin (license)

A computer is highly structured, functional, and hierarchical, but in order to continue running the latest software, it has to be continually upgraded and redesigned. A computer doesn’t grow on its own. This is the traditional organizational model.

Now think of your organization as a garden, growing all kinds of plants:

English gardensphoto credit: Gardens at Canons Ashby via photopin (license)

You can select the kinds of plants to grow, you can fertilize and water them to help them grow faster (but not too much or it will choke them), and you can trellis them to help them grow in a certain way, and you can prune them when they grow in ways that aren’t fruitful. Plants in a garden grow on their own, but left untended, weeds will sprout up and diseases will take hold and some plants won’t receive enough nutrients.

(Doesn’t this second metaphor sound like your organization already? Why do we so often feel like we need the additional layer of inorganic structure, except that we want an illusion of control that we don’t actually have?)

Facilitation is the art of pruning, trellising, weeding, hedging, fertilizing, and helping your organization grow. You don’t order a pear tree to blossom, you don’t command bees to pollinate, you don’t provide tomatoes with minimum production quotas. You also don’t give them these initiatives and then go back inside your house and expect everything to work unless you’re told otherwise.

A similar approach can be used to grow your organization.

Consider an example of a great gardener: Brian Grazer, movie and television producer and co-founder of Imagine Entertainment. Grazer’s preference to ask questions and make requests rather than give orders helps gain buy-in, makes people feel respected, and allows him room to doubt his knowledge without being hands-off. As a leader, he uses questions and requests as a form of trellising, guiding people to grow in a certain direction rather than commanding them to do so.

The kind of gardener you become is up to the specifics of your situation. So long as you’re seeking to grow your people and your organization, you will treat them with care and make sure they have the resources, support, and guidance they need to grow in the way that’s best for them. Being neglectful and being overattentive both have their hazards.

Have you ever worked with a good “gardener?” What have you learned from these people who dedicate themselves to growing their people, their organizations, and even their strategies?