Visionary Leadership – the missing link

What can a ‘psychoanalyst’ tell us …
About leadership, change and creating long term success? Quite a lot it seems, especially if the ‘psychoanalyst’ has over 30 years experience coaching and advising CEOs and their teams, for multi-nationals.

And if you knew the same qualities could multiply your own career success, would you be interested?

Why visionaries fail
Have you noticed how often ‛glory stories’ in the business media seem to precede a fall from grace, a dramatic slide in the fortunes of organizations and their leaders?

From his personal vantage point Michael MacCoby, PhD., identified five core skills that are …

• practiced by leaders who drive innovation and change to create long term success,
• and missing in others, namely the visionary leaders who crash and burn just as they seem to approach the pinnacle of achievement.

The missing link
MacCoby defines the missing link as Strategic Intelligence, a combination of Foresight, Systems Thinking, Visioning, Motivating and Partnering.

He believes many leaders and entrepreneurs master the hard intelligence skills of Foresight and Systems Thinking, the numbers and technology. Yet far fewer develop what MacCoby calls the ‘real world’ skills of Visioning, Motivating and Partnering.
 

‘Real world’ skills 
Curious about this finding, I began reflecting on why Innergize clients seek out coaching and attend NLP programs. It’s usually because they are looking for ways to strengthen those ‘real world’ skills. Interestingly, MacCoby uses the term ‘real world’ skills interchangeably with soft skills.

NLP together with Systems Thinking, provides a great set of tools for developing and strengthening Strategic Intelligence – for living, leading and thriving in a changing world.

Next up, a closer look at MacCoby’s Strategic Intelligence, element by element.

Unconscious Communication And Job Fit – Part 5

Difference ways of relating at work
In part 4 of this series we looked at Sam’s perceptual filters for tackling tasks and getting things done at work – his need for procedures, tangible things and details. 

Now let’s decode the filters Sam’s boss Roger uses to achieve results at work – his passion for options and preference for working with general concepts rather than concrete details.  Once again think of decoding the subtext of language and other unconscious behaviours. (See part 4.) 
 

Decoding non-verbal behaviour
Roger usually drives with one hand on the steering wheel and a blackberry device in the other. At the same time he’ll be carrying on a conversation using one of his manycell phones.  Hands-free, of course.  On the scale of his career, he’s the consummate multi-tasker!  Juggling several projects at once gives him the variety he craves and the freedom to enjoy it. And that’s a clue signaling Roger’s passion for spontaneity and creating options, choices, alternatives.

Another tip off
Taking Roger through a methodical discussion leading to a final decision is impossible. He jumps from topic to seemingly unconnected topic, interrupting the flow of conversation. Making leaps of logic and generally racing ahead to insightful conclusions.

No decision is ever final. He can change his mind and his plans in an instant, and numerous times. Yet Roger intuitively knows when ideas will jell. He makes brilliant connections because he thinks in not just big, but huge pictures.  

In addition to options, those behaviour patterns signal a resistance to procedural activities and a preference for thinking in very general terms.  (And Roger does prefer leaving the details to others.)
 

Decoding language – structure and process
The words Roger uses reveal more.   He peppers his language with phrases like ‘creating alternatives,’ using ‘multiple approaches,’ having ‘the freedom to choose’ and keeping his ‘options open.’ He talks of ideas and concepts like ‘taking advantage of opportunities,’ ‘getting people on board’ and ‘high impact results.’ Intangible and general terms rather than concrete ‘things,’ you can see, hear, do and measure. And the details are conspicuous by their absence.

A mis-match of filters 
Roger and Sam are polar opposites in the way they filter information and function at work. So it’s little wonder they find it less than easy to communicate. It also explains why Sam is struggling to fit the role Roger expects him to fill. 

While there is no one right or best way to filter information, the key to motivation and productivity is to match people with jobs where core competencies and essential tasks fit their natural way of filtering information. They in turn will be able to function in ways that meet your criteria for success.

Unconscious and Non-Verbal Communications

For clarity
If you’ve been following the series on Decoding Non-verbal Communications (five parts so far) it has been renamed Unconscious Communications And Job Fit. The intention is to reduce any confusion between language and non-verbal cues. Both are unconscious communications.

Non-verbal  communications broadly refers to observable changes in physiology and voice tonality. There is a non-verbal component to language in the structure and process implied.  To reduce ambiguity, that aspect of language will be classified as unconscious communication.

The retitled series will continue. Your comments and feedback are appreciated. See the space below. 

Unconscious Communication And Job Fit – Part 4

Would more clues be helpful?
I had a call from a friend asking for a few more clues for this series so I’m thinking it could be be useful for others as well. (See Parts One through Three)

First, you may be wondering … 
When this series first published it was called decoding ‘non-verbal’ communication. It has been renamed because the focus is clearly on the (unconscious) structure and process of language and behaviour.  The non-verbal aspect of language.   Think of it as the subtext of the words, what language communicates – without intention or awareness – about how people function in a given situation.

Their mental filters, blind spots and what it will take to motivate them. Literally how they’ll behave, what they’ll focus on, what they’ll delete and what types of assumptions they can be expected to make.

Recognizing a preference for process
Sam in this series uses a procedural approach or filter when working. This is revealed by the words he unconsciously selects when speaking about his career.  In situations or contexts where people are using a procedural filter, we can predict the following behaviours: 

• They need structure and a process to work effectively. In fact, give them a task without a procedure, and they won’t know how to get started!

• Once they understand the process they’ll follow it, no matter how often the task is done. Or whether it’s installing software, assembling equipment, writing a report or making sales calls. 
  And that’s critical when compliance standards and SOPs must be met.

• They’ll actually read the instructions for new projects — before starting!

• Once started on a process they’ll feel a compelling need to finish it.

• If they seem to be dragging their feet, it means they don’t have a procedure to follow. So give them one.

• They’re more efficient when they can complete one task at a time. If you interrupt them in the middle of doing something, they’ll probably lose their train of thought need to start over at the beginning.  They’ll find frequent interruptions stressful.

• Because they are comfortable with process, they will listen to your (sales) presentation without interrupting.   

• They will talk about processes and having to do the right things, the right way, and following sequential or step-by-step procedures.

Who do you work with who may be filtering for process? And what if you have a different way of getting things done on-the-job? See filtering for options (the other end of the continuum) and Roger’s pattern coming soon.

Unconscious Communication And Job Fit – Part 3

Did I mention this was Practitioner season? After the first of three ‘Thursday to Sunday’ Practitioner Certification weekends, followed by two Breakthrough Coaching Sessions, I went directly to toasted … totally toasted! 

So apologies if you’ve been looking for the follow-up to this decoding exercise and now … back to Sam and Roger. And while there is bound to be a little lost in my translation of their stories, there are enough clues and insights to make the exercise worthwhile. 

The words Sam and Roger used during our conversations provided enough unconscious clues to predict their default behaviours while working.

Sam speaks of being confused, struggling, hands on, concrete, stuck, frustrated; his comfort with things and tangible tasks; and discomfort with ambiguity. 

This language is a pretty good indication that he focuses on things rather than people or ideas, learns by doing and hands-on experience, and is currently in an unresourceful state (into his feelings) because of the absence of sensory based data. 

Sam also talks about managing processes, but not knowing how to get started, says show him what to do and he’ll do it. My notes from our conversation included “needing to see my development, progress, completion of a project.”

The subtext of these words indicates that Sam will be good at maintaining processes and procedures, but when an existing process stops working or a new procedure is called for, it’s unlikely he will be able to develop one on his own.

Rogertalks about being an idea man, creating opportunities and concepts, juggling totally different projects, language that indicates he will use his ability to create options and alternatives, is someone who will challenge the status quo, change the system, change his mind frequently and will resist following procedures.  

He also talks of being impatient with the detail needed to bring intangeble ideas into concrete form, preferring to have others guide that process.  And says he wants an assistant who is comfortable with ambiguities and can create and follow processes that will identify the best opportunities and move them forward.

What Roger is saying here, is the key to finding an assistant with the best fit for the job. This person must be flexible enough to see the big picture and deal with detail. As well, they will be good at developing procedures as needed, and managing multiple projects through an evaluation process. Then letting go … seeing the best turned over to others for execution.  

Roger is brilliant at creating ideas and concepts. He will need an assistant who is equally brilliant at seeing the potential of his ideas and bringing order and process to the party so that those ideas are realized.

Unconscious Communication And Job Fit – Part 2

Difficult boss or miss-match of needs?
Let’s talk about Roger for a minute, the man Sam was working for as a personal assistant. Roger usually juggles five or six totally different business projects at once. He jumps from one to another like lightning on a hot summer night!  

Roger is an idea person. Creative, perceptive, with a gift for seeing connections and hidden potential. He wants to deal with the big picture and has little time or patience for the detail work needed bring ideas into concrete form. 

What Roger needs in an assistant is someone who can organize the different business concepts he creates into a cohesive, structured process for investigating the best opportunities and moving them forward.

The person who takes on this role will need to be comfortable with ambiguity and figuring things out ’on-the-fly.’  Capable of developing and managing processes to bring intangible concepts into form.

In will require both seeing the really big picture – I’m thinking from 30,000 feet – and digging into detail, doing the research to screen out unsuitable ideas. 
And since worthy projects will be handed off to others, job satisfaction will come from simply knowing that you’ve contributed. Because it’s a changing game and there will be little in the way of concrete evidence of work completed. 

Decoding unconscious communications
Voice inflections, changes in breathing, facial colour and other subtle non-verbal cues guided my conversations with Sam and Roger, telling me when I was getting close to something really important and when to probe a little deeper. The structure of their language and choice of words provided a blueprint for how they process information and function when they are in ‘work mode’ or on-the-job. 

Words have a subtext
Now we’re getting to the unconscious part of language.  Decoding the structure and process of the words people use – unconsciously – in casual conversation is is an accurate predictor of how people will respond in specific situations – their default settings for acting, or not acting. Usually more accurate than paper or computer based profiling, because it is based on unconscious responses.  

Here’s a decoding opportunity for you
When you have a few minutes to play, go back and read Unconscious Communications And Job Fit – part 1, noticing language, the specific words used to describe Sam. (I used his own words for the description.)

Now, compare the language used above to describe Roger. What differences can you identify? Exclude the paragraph beginning ‘what Roger needs,’ for now.  And stay tuned for the next post where the language will be explained, unpacked or decoded, your choice, so you can see the implications for default behaviour. I’ll also finish the story of Sam and Roger ….

Listening Skills Take Two

Overlooking the obvious

In addition to using real questions (covered last week), what else can you do?  When someone else initiates the conversation, it’s especially easy to leap right in. Instead pause for a moment and set your intention. Stop whatever else you were doing, and decide on your intention for the conversation that follows.

 

Sure, we all like to think we can multi-task, but the truth is we’re really just dividing our attention into slices and switching it back and forth.  So as Yoda would say ‘there is no multi-tasking, there is only listen or not listen.’ You decide.

 

Hearing with your eyes

Watch the other person and you’ll notice telltale cues that whisper … stop talking … ask a question … or simply … hear this! Visual cues let you know from moment-to-moment how others are responding. So you can pause, confirm their position and ask a relevant question if need be.

 

Notice colour changes in the face and neck areas and pay attention to altered breathing. Like colour changes, a sigh or a deep exhale signals you’ve triggered an emotion. Pause and ask a question. Find out if it signaled a move in the right direction before you go on. If you’re thinking “not me, I’m not going near emotions, not with a ten foot pole” or a version of the same, wait.

 

Emotions are a good sign

You know emotions are the key to motivation. No emotional engagement means little motivation. And relax. Most people probably feel the same about exposing their emotions as you feel about dealing with them!  Chances are they won’t even be aware of what they’ve just revealed. They will sense you’re really listening to them. And feel good about that!

 

Seeing with your ears

Notice changes in voice tonality, how the volume, tempo and pitch varies. People will underline important words using tonal emphasis. Focus your how and what questions on the words they highlight and you’ll discover the deeper meaning behind the words.

 

Good leaders are good listeners

How you listen and ask questions demonstrates the level of your interest. Sincere, deep or superficial.  Leadership studies show a strong correlation between listening skills and the being perceived as a good leader. And although it seems counter intuitive, introverts make the most successful sales people in many fields. Perhaps because they listen more.  

Oh By The Way … Learning NLP

Why does it take so long?
So I was having lunch with a friend yesterday and he asked why the Innergize NLP Practitioner Certification was a full 12 days.  And that’s a $64,000 question.

After all, we live in an on-demand world. Information is available instantly on the web. Multi-tasking is a badge of honour and our attention spans shorten year by year. Or does it just seem that way to me?
 

How You’ll Learn NLP
 So … why 12 days?

1. There is a lot of content, a lot of essential details that do make a difference. Digesting the information over many days means more nights to sleep on in. When you sleep, information you were exposed to during the day moves from short term memory into long term memory. (Well documented by research in accelerated learning.)
2. I’ll be sharing NLP secrets with you, nuances usually only trainers know, because they are often the difference that makes the difference in challenging situations. Like succeeding with the people in your life who will want to challenge your new skills.
3. You’ll learn NLP five ways, from 5 different perspectives. These are the keys to integrating NLP into your everyday behaviour, because it takes more that intellectual knowing to get results with NLP. After your first weekend with Innergize you will be using it. Even your friends will notice.

And here’s why
Perhaps you’ve read some books, listened to tapes, CDs, even taken a short workshop. Or you know someone who has. And noticed that some things work, make sense, others don’t. So what gives?

Five ways, 5 perspectives
To really use NLP I’ve found you need to experience it on five levels.

1. You need to learn the content consciously. What you’re doing and how to layer in each element for maximum impact.
2. Your unconscious mind needs the information too. In a format that is easily taken into your mental programming, in a way that respects you and your unique personality.  Now, you’re ready for experience.  You’ll practice the skills in small chunks layering in more and more pieces over time.
3. You’ll learn by practicing the skills with a partner. Try them on and observe the effect, test your results and use feedback to adjust your technique.
4. You’ll learn by experiencing the effect of the techniques, how it feels when they’re working and when they’re out of sync.  
5. You’ll learn by observering others practice. You’ll see the effects, noticing what’s working from moment-by-moment. Bonus!! (Okay, I forgot one.)
6. You’ll learn by sharing your experience and asking questions after each practice session.  What worked well, what needs fine tuning. Questions  about applying the techniques in situations in your own life.

And did I mention the coaching? Small class size means you’ll receive individual attention from the trainer.  Read all about the fall 2008 NLP Practitioner Training Certification Program.

Questions A Key To Better Listening?

A couple of days ago I stumbled on some research about the use of questions. It seems 40% of all the questions people ask are really statements, and another 40% are actually judgments disguised as questions. (1)

I had to stop and think about that. On reflection, it makes sense, yet seeing the percentages in black and white was a little shocking. 

Those ‘don’t you think …’ questions
If 80% of our questions are just a way of stating the obvious or sliding in our own opinion, that means only 20% focus on hearing what the other person has to say! If you’d like to do a little research of your own, catch some of the interviews on cable news programs. Or listen to ….

Questions expose our intentions
They instantly give away whether we are in listening or telling mode. Stop for a minute and think of a conversation you had recently.  One that left you feeling the other person was holding back. Is it possible your questions discouraged their input? Accidentally implied you were not really ready to listen? Hum. Possible isn’t it?  
 

Listening requires content
Once you ask good questions you can begin really listening. Because good questions can uncover information people haven’t yet discover for themselves, they’ll need time to go inside and figure it out.  Time to pull up thoughts, feelings and perhaps even fears, about what really matters.  So after you ask, pause. Be willing to wait. It shows your intention is to listen.

And speaking of good questions … 
We weren’t, but it’s probably a good idea anyway.  As a general rule of thumb, good questions are how and what questions. Here are a few of my favorites.

• What’s important to you about ….  ? Fill in the subject you’re discussing.  And then when they’ve finished telling you, asking with a meaningful look …‘if there were one thing more?’
  
• You must have a good reason for saying that … do you mind if I ask what it is? Great for handling judgments and blanket objections.   
  
• How is that working for you? Works well for those ‘we already have that covered’ occassions. Asking how sends people inside to evaluate.    

Let me know how these work for you, and if you have a sticky situation that needs a question, let me know that too.  Next, more ways to listen  …

 

(1) William Isaacs of MIT, in Dialogue And The Art Of Thinking Together, 1999.

Why Non-verbal Communications Are Critical In Sales

Just finished writing a promotional article for Foran Financial Institute.  Foran provides excellent exam preparation courses for financial services professionals as well as hosting Innergize workshops on accelerated learning and communications.  The article happened to be on influencing motivation—techniques for sales and marketing.  And it reminded me how much we risk when we take take non-verbal communications for granted. 

Take a challenge
Ask your sales people to rate their skill with non-verbal communications.  Have them use a scale of 1 to 10, where 10 is excellent and 1 is ‘you want me to rate what?’  I can almost guarantee you’ll get nothing lower than 7 as an answer.  It’s way too easy to over simplify, assuming that because we earn our living selling that means we must be excellent in all forms of communications.  

During workshops, sales people may even be tempted to brush off the practice exercises for non-verbals ”because we already know that.” Yet, like everything else we choose to practice or not, there is a risk and a reward.  

The following insights on consumer behaviour while not new news, are worth considering if you’re working in sales.  And my belief is that we all sell whether we like it or not, products, services, or simply our ideas.

Grounded in Research
First, remember that decisions are based on feelings and then justified with rational conscious thought. And neuroscience suggests that up to 95% of our emotions, decisions and behaviour are a result of unconscious processing.

Three things you may not have considered

1. When asked about product choices, if people don’t know consciously, they will make up salient, plausible and socially acceptable reasons for what they do. (1) In other words, customers will tell you what they think they should want, based on social influences. (A tendency that has led to some costly miss-takes in consumer research.)
2. While features and benefits supply the rational reasons to justify a decision once it is made, the unconscious sensory elements of an experience have far greater influence (positive or negative) on emotions, buying decisions and loyalty. (1)
3. Non-verbal cues and linguistic markers provide the most accurate information about what people want and intend to do, because they are largely unconscious.(2)

Unlocking unconscious communication 
Three skills worth learning:

• How to dig deeper for the real reasons people will buy.
• How to use specific process words and other non-verbal behaviour to communicate your value.  
• How to read the critical non-verbal cues that reveal more than customers can or will tell you. 

Learn more about unlocking unconscious and non-verbal communications. 

(1) J. Le Doux, Center for Neural Science, NYU, 1998.
(2) J. Kagan, Harvard Mind: Brain: Behaviour Initiative, 2002