The Stanton Marris Blog

Articles filed under communication

  • Conversations as a leadership intervention

    We hear a lot about the art of giving feedback, but less about the skills involved in receiving feedback. The way you respond when you perceive a critical message sends a powerful signal about what leaders care about. That makes it one of the most important factors that shape the culture – usually not something best done off the top of your head.

    • You can send a positive signal in response to even the most negative or clumsily-phrased message. I once saw a Chief Executive turn the mood of 500 people around just by the way he listened to and acknowledged the fierce anger of a junior employee when she attacked him in an open meeting about the downsizing he was leading.
    • Don’t take it personally – however personal it is. Remind yourself that learning can be extracted from almost any experience, and you can put this one to good use.
    • Re-frame if necessary. Look for a meaningful or useful message in what’s being said (however buried) and play it back: “What I’m taking from this is…”
    • Say thank you for taking the trouble to talk. It’s not easy to say difficult things (much easier to talk behind your back), so make it easier for them, not harder, and acknowledge the courage and effort it took, even if you didn’t enjoy it.
    Read the full article "Conversations as a leadership intervention"

    Published October 18, 2011
    Written by Beatrice Hollyer. This article is filed under: ,
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  • Leaders must step up to avoid excessive risk taking in financial institutions

    Bank reforms will not stop banks from taking excessive risks in the future according to an academic report by Professor Simon Ashby (i), released today.  He says that, without a cultural change, excessive risk appetite will continue.

    Twenty senior risk professionals from the banking industry took part in the study.  They placed much less emphasis than external experts (who have predominantly reported before)  on economic and market factors, such as low interest rates or the growth in securitisation, and much more on human and social aspects of the crisis within the institutions and the regulatory machinery. Instead, they saw inappropriate risk cultures, poor risk communication and an over-reliance on mechanistic (model-driven) approaches to risk assessment and control.

    Nevertheless, the official investigation into the financial crisis commissioned by the Government and chaired by Sir John Vickers of the Independent Commission on Banking is expected to concentrate on structural reforms and capital requirements for banks when it releases its final report on 12 September.

    Ashby says that financial institutions, especially those whose failure would cause excessive market turbulence or economy-wide disruption, should promote the principles of so-called high reliability organisations (that is to say those that have succeeded in avoiding catastrophes in an environment where normal accidents can be expected due to risk factors and complexity).

    Wyke and Sutcliffe (ii) studied such organisations and concluded that they all have a culture of collective mindfulness which is characterised by a preoccupation with failure, reluctance to simplify interpretations, sensitivity to operations, commitment to resilience, and deference to expertise.

    Eastern wisdom helps to illustrate the concept of mindfulness.  Niskar (iii)  gives a great example. Imagine going to the cinema.  When we are watching the screen, we are absorbed in the momentum of the story, our thoughts and emotions manipulated by the images we are seeing. But if just for a moment we were to turn around and look toward the back of the cinema at the projector, we would see how these images are being produced. We would recognise that what we are lost in is nothing more than flickering beams of light. Although we might be able to turn back and lose ourselves once again in the film, its power over us would be diminished. The illusion-maker has been seen. Similarly, in a culture of collective mindfulness, we look deeply into our own movie-making process. We see the mechanics of how our collective story of the world gets created, and how we project that story onto everything we see, hear, taste, smell, think, and do.

    The challenge in becoming a high-reliability organisation is to build a culture in which everyone is mindful.  Leadership builds cultures.  Structural reforms and capital requirements, though important, are just not enough.

    i.Simon Ashby, Associate Professor in financial services at Plymouth Business School: Picking up the pieces: Risk Management in a Post Crisis World
    ii.Weick, K. E., & Sutcliffe, K. M. (2001). Managing the unexpected.
    San Francisco: Jossey-Bass.
    iii.Niskar, W. (1998). Buddha’s nature: Evolution as a practical
    guide to enlightenment. New York: Bantam Books

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    Published August 23, 2011
    Written by Rupert Symons. This article is filed under: , , ,
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  • The dangers of losing your sense of direction

    As we witness David Cameron’s latest ‘flip flops’ on key policy areas of health and social care and crime last week, and hear Rowan Williams’ strong comments about the impact of having no clear leadership direction and underpinning values in the current Coalition government, a striking image sprang to mind . Try Googling the words ‘confused picture’ and it’s one of the top four images that pop up. It’s a signpost with the words ‘Confused, Lost, Perplexed, Disoriented, Unsure and Bewildered’ on its posts – all pointing in different directions. It was used recently by several different employees in a focus group when asked to find an image to sum up how they feel about their company. And it also came to mind when I heard what’s been happening at one of my clients.

    About six years ago, when they were a very confident, growing business, I helped them to develop a very distinctive set of values: five key attributes that employees felt defined who they were, as well as setting a clear aspiration about how they behave and act. For six years, these values have been used to underpin their strategy, shape ways of working, key policies and inform the way they make important decisions. Other companies admired them as a strong values-driven organisation.

    Unfortunately, the business is now experiencing much choppier waters and tough decisions have had to be made to cut costs i.e. people. I was saddened to hear that the way those decisions have been made and communicated have fallen way short of the expectations set by the values. It made me realise that a business (or government) needs to make clear its commitment to its values or principles of policy even more loudly and explicitly in tough times. This is just the moment when employees and customers (or citizens) need to know that there is a path and it is being followed. That helps to reduce the sense of confusion, gives coherence and credibility to a way forward and builds confidence in the leadership.

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    Published June 15, 2011
    Written by Virginia Merritt. This article is filed under: , ,
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  • Virginia Merritt on SimplyTV

    A video round-up of the latest information, views and news from the world of internal Communications, from Simply TV.

    The May edition features our very own Virginia Merritt interviewed on our recent work with a highly-publicised global safety campaign.  Just click here to view (and select the slide index tab to jump straight to Virginia’s interview).

    This video also features:

    • Aldo Liguori, Communications Advisor to Sony Ericsson, discussing crisis communication in the aftermath of the recent earthquake in Japan;
    • VMA Group’s Charlotte Butler in an exclusive interview on industry trends found in the recruiting firm’s soon-to-be-published 2011 Professional Development in Internal Communication survey; and
    • Chicago-based consultant and seminar leader, Jim Ylisela, talking communication audits and the value it brings to your business.
    Read the full article "Virginia Merritt on SimplyTV"

    Published May 6, 2011
    Written by Melissa Hope. This article is filed under: , ,
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  • Practical steps to happiness

    ABCD (resist the urge to hum along with the Jackson Five) is a well established framework and tool that comes out of positive psychology – it can be used to build optimism, positivity and resilience. As a manager coaching people through tough and uncertain times it’s worth remembering the ABCD of how to get people to think more positively – you can apply it in individual conversations and in a team discussion.

    • Adversity – we encounter it and react to it
    • Belief – our reactions create and are conditioned by a set of beliefs
    • Consequences – the beliefs are the cause of what we do or feel or think next. Often actions or thoughts reinforce the Belief set.
    • Dispute – if you want to change the Consequences dispute the Beliefs: the perception and interpretation of facts, the inferences and assumptions etc

    Use the framework to talk through critical incidents and get to the really helpful discussion:
    How could you challenge and change the habitual beliefs that follow adversity?

    • What’s the evidence for your belief?
    • Are you catastrophising – imagining the worst?
    • Is there another way of looking at it?
    • Is it useful to think about this now?
    Read the full article "Practical steps to happiness"

    Published April 13, 2011
    Written by John Bruce-Jones. This article is filed under: ,
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  • When talking about it doesn’t help

    In turbulent economic times – and after a very long winter – how do you keep yourself going? Research suggests that ‘talking out’ your concerns does not always help and that suppressing negative thoughts can be just as bad for you. However, research also shows that ‘expressive writing’ can boost your well-being, reduce health problems and increase your happiness.

    • If you are struggling to come to terms with a negative experience (a professional setback or even redundancy), try spending a few minutes each day writing a short account of it. Constructing a written narrative (which is naturally more coherent than a spoken narrative) helps people make sense of what has happened and move on more quickly.
    • If you’re suffering from more generalised dissatisfaction, try spending a few minutes each week noting down five things for which you are grateful. Research shows that those who express gratitude in this way end up happier, more optimistic, healthier – and even exercise more.
    • Alternatively, spend some time planning your best possible future. Research suggests that although visualising a successful future is unlikely to increase the chance of achieving your goals, it can make you significantly happier. Spend a few moments describing for yourself an ideal future which is realistic, but in which everything has gone as well as it possibly can. In research, this technique was shown to make participants significantly happier.

    In summary, something as simple as writing a few notes during the course of the week can make a real difference to your sense of optimism and energy levels. (Research quoted in ‘59 seconds: Think a little, change a lot’ by Richard Wiseman.)

    Read the full article "When talking about it doesn’t help"

    Published March 10, 2011
    Written by Bronwen Ballard. This article is filed under: ,
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