What happens when you get a stress management expert, a successful entrepreneur, and a Navy SEAL together to write a book? You end up with Stronger: Develop the Resilience You Need to Succeed, a powerful new resource that will help you better thrive under pressure. The three authors have such varied experience that, when combined, works magnificently. The result is a powerful book that will help you not only understand resilience but learn how to build it for yourself.
Two of the authors, George Everly and Dennis McCormack, collaborated to answer some of my questions and to give you a glimpse into the power of resilience. Dr. Everly is one of the founding fathers of modern stress management. He teaches at Johns Hopkins and Loyola University of Maryland. Dennis McCormack is one of the original Navy SEALS. He pioneered SEAL combat doctrine and tactics in Vietnam.
“Resilience is the ability to personally rebound from adversity.”
You call personal resilience the single most powerful factor to realize your potential. Is resilience something you are born with or can develop?
While for some, resilience may be a trait they are born with, for most of us resilience is learned…and that’s the great news! Recent research suggests that it is NOT age dependent either. So we can learn to be resilient at ANY age.
“Optimism is more than a belief, it’s a mandate for change.”
You reference 5 factors of personal resilience. The first is active optimism. What’s the difference between active and passive optimism? How do you increase it?
Great question. People who are passively optimistic believe things will turn out well, but they wait for such things to occur. Actively optimistic people believe things will turn out well because they are decisive and action-oriented. In short, they MAKE things turn out well. They take advantage of the self-fulfilling prophecy effect. When they fail, they see that failure as a temporary setback. Regarding the issue of leadership, whom would you rather follow, someone who waits for good things to happen, or someone who makes good things happen?
As for increasing active optimism, both in yourself and others, follow this principle: Active optimism is fostered in an environment which is supportive, instructive, and forgiving; one that sees failure as a stepping stone to success.
Avoid toxic devaluing environments. When failure does occur, and it will, understand failure is what you did, not who you are. Learn from it. You will be stronger next time!
“The optimist always has the capacity to look forward to another day.”
This is a guest post by friend and mentor Bruce Rhoades, who retired after having run several companies. He often helps me with strategy. I am delighted that he is a regular contributor.
New Leader Challenges—A Review
Since this is the second post about tips for new leaders, let’s review the challenges. Achieving a new leadership position is both rewarding and challenging. It acknowledges that you are someone who can make a difference, lead others and get things done. On the other hand, it is perhaps another step toward more responsibility and provides greater visibility of your actions and style.
Whether you are new to a department, new to a company or just received a promotion, the challenges are very similar. It is important to establish your style, values and culture effectively and quickly. As the saying goes, you only get one chance to make a first impression. So what are some techniques to quickly establish your leadership style and lead effectively?
“Never underestimate the effect of taking action on small things.” -Bruce Rhoades
Much of my career has been serving in interim executive positions or as interim CEO for various companies, where I often entered the organization as the “new guy” in charge. Here are the fundamental areas that I have found helpful for your initial focus to be an effective leader:
From a foundation of reliable information, relationships at all levels and open communication, here are some tips to establish a culture of decisiveness, empowerment, action and accountability.
First Impressions—A Reminder
Whether you are in a new leadership role as executive, department manager, product manager, or team leader, people will watch closely to understand your style. A few of the things people will evaluate include:
How do you think about customers; how do you treat them?
How do you gather information?
What are your values?
As the organization’s employees and customers observe these traits, it is important to remember: They will listen to what you say, but it is what you do that counts the most to establish culture.
So, where do you start? I suggest you initially focus on these characteristics as the most important:
Gather reliable information
Delegate and empower others when possible
Here are some tips on how to set the tone for decisiveness, empowerment, action and accountability.
Decisions, Delegation and Empowerment
The job of a leader is to make decisions happen—not necessarily make all the decisions, but to ensure they happen. In fact, it is better for the strength of the organization if the leader does NOT make most of the decisions. When others are involved, empowered and delegated the task of making decisions, everyone learns, people are more engaged and the organization begins to have a culture of deciding instead of just identifying problems to discuss endlessly.
One of the best times to establish a decision culture is when you are a new leader. First, you certainly do not know all the answers, and you need input from others. Second, people will be open to helping you. Here are some tips:
Look for Small Things: In various interactions within the organization, be alert for small items that are frustrations, inefficiencies or items holding people back. Ask “Who needs to be involved in changing the item?” Then delegate and empower the two or three people named to make the decision and take action. If the people involved cannot agree, then they can come back for guidance, but if they do agree, then it is done. Many times, there are small decisions that do not need senior management involvement. After all, those involved know more about it anyway. Delegating small decisions will set the tone for the organization, encourage others to decide and help establish an empowerment culture. Never underestimate the effect of taking action on small things.
“Delegating small things creates a decision and empowerment culture.” -Bruce Rhoades
Take Immediate Action on the Obvious: When you are the new leader, after many discussions you will find that there are some very well-known and recurring issues that have been around a long time. Many times everyone agrees about what needs to be done—so do it! If possible, delegate the responsibility. If delegation is not appropriate, then gather input from many, test your decision with them and decide. These items can be large or small, but deciding quickly will establish your style and send a message to the organization that decisions are encouraged.
This is a guest post by friend and mentor Bruce Rhoades, who retired after having run several companies. He reluctantly leaves his sail boat to help me with strategy. After convincing him to write here once, I am now hoping he becomes a regular contributor.
Indecisiveness when it is clear that a decision should be made;
Failure to take action when cultural expectations are violated or associates misbehave;
Inability to provide timely feedback to teach individuals and the organization;
Failure to frame an issue, articulate priorities and delegate to others;
Ignoring customer issues that the organization simply takes for granted;
Failure to address large, well-known issues openly and directly.
These traits result in an environment where:
Decisions are delayed by over-analyzing or waiting for consensus to emerge;
Poor behavior is overlooked; exceptional efforts and good performance are unrecognized;
Meeting topics wander off the agenda into excruciating detail;
Customers issues are ignored or met with half measures;
Important, uncomfortable topics are not openly discussed.
Working in an environment with wasted authority is very frustrating, wastes the time and talent of the organization and drains the energy of the organization.
What if You Are Not The Leader?
If you are a leader and recognize your behavior in any of these traits, it is time to adjust your style to be more decisive, open, focused and action-oriented. There is a lot a leader can easily do to stop his/her own wasted authority behavior.
But what if you are not the leader and are subjected to wasted authority by one or more of the leaders of your organization? What can you do to help change the environment? How can you lead when you are not the one who should? Even though you are not the one in charge, there are several actions you and others can take to improve specific situations and change the environment. Consider the following actions to overcome wasted authority.
“Wasted authority results in weak organizations.” -Bruce Rhoades
When confronted with indecisiveness from the leader, start by making sure everyone agrees to options or alternatives for the decision. For example, say, “Can we simply list the alternatives for this decision?” and then start the list – write it down on a flip chart or whiteboard for the leader or group. You should make the list of alternatives as short as possible, ideally just 2 or 3, and prioritize them.
Define What is Needed and Schedule Closure
The next step is to ask, “If we cannot choose one of these options, what additional information do we need to decide?” List what is required. Then determine who is responsible to get the information. Agree who is going to do what and make assignments. Finally, ask when the group can reconvene to review the structured options and make a decision.
Many times with this approach, a group will be able to make a decision at the time. But if not, this process will structure the alternatives, establish concrete actions and decide when to decide! Another term I like to use is “scheduled closure.”
Orchestrate Support of Others
If you know ahead of time that there will be a tendency to delay a decision, then meet with others who will attend the meeting to structure alternatives before the meeting. If an indecisive leader sees several people on the same page, it will help make the decision.
Develop an Offline Decision
Alternatively, once a list of options for the decision is created, see if a smaller group of individuals can be assigned to return with a decision or recommendation. Indecisive leaders sometimes will let others decide if options are clear and several agree.
Leadership Tip: Confront indecisiveness by listing and agreeing on the possible options.
When a leader does not recognize good employee performance or ignores poor performance or behavior, the wrong culture is set for the entire organization by lack of action. The attitude spreads rapidly.
This is a guest post by Bruce Rhoades. Bruce is a personal friend and mentor. Having run numerous organizations, he is now retired. He reluctantly leaves his sail boat on occasion to help me with strategy, pricing, technology and product development issues. He also just joined Twitter. Follow him here.
All of us have experienced a leader who is controlling, arbitrary and makes decisions with little input from anyone while remaining un-influenceable. Likewise, we have experienced a leader who does not delegate and demands that he or she make all the decisions while relegating dutiful implementation to subordinates. These leaders mostly use positional authority to “run” the organization. This type of leadership and management does not grow people, limits the potential of the organization and creates a stifling atmosphere with little collaboration. Not good.
“Wasted authority results in weak organizations.” -Bruce Rhoades
At the other end of the spectrum is wasted authority, a management trait that results in weak leadership that is also damaging to the organization. What is wasted authority? We have all probably seen examples of managers who exhibit this trait:
Delaying decisions and overanalyzing. In a meeting, all the options for a decision are clear and a decision is needed. But the manager asks for more analysis, delaying the decision for the whole organization.
Delaying decisions to hope for consensus. Likewise, there is the meeting where options are clear, but there is disagreement among the subordinates in the meeting. No more data is really needed and it is clear that the “boss” needs to decide. Instead, the discussion goes on and on until the meetings adjourned with no decision. The boss is waiting for a consensus to emerge…
Inexcusable behavior. An associate has behaved in a manner that is inconsistent with the company expectations. It is ignored by the leader, repeatedly, with the excuse that, “That is just Jim.”
Wandering agendas. The discussion in a group is wandering way off-topic. The leader allows the discussion to ramble into many issues that are irrelevant to the real topic. Before long, people are disagreeing on things that were not even supposed to be on the agenda.
The silent elephant. Then there is the meeting where everyone knows about “the elephant in the room” – a huge issue that no one wants to discuss outright but everyone knows about. The meeting goes on as if nothing is wrong.
Poor customer response. The organization’s response to a customer problem was poor, and the customer was ill-treated. The leader clearly knows about the situation but is too busy to look into the details. The customer complains no more so the issue is forgotten.
No recognition. A particular associate has performed well above his or her norm and has done an exceptional job for a situation, but the manager says or does nothing, no “great job”, no recognition – just a “thanks” and moves on the next meeting.
Too many details. Finally, the leader discusses a situation in excruciating detail, allowing the whole team to get mired in details, losing sight of the real issue. The whole team consumes great amounts of time needlessly.
I am sure that most of us will be able to add to this list of situations where authority was wasted and leadership lost.
“Culture and expectations are established via actions of the leader.” -Bruce Rhoades
“Does your performance reflect your potential?” is a question posed by Scott Addis in the introduction of his new book. It’s a question I have often asked of myself and of others over the years. Reaching your potential, hitting peak performance, and achieving your best self are different ways to talk about the subject of personal success. I recently had the opportunity to talk with Scott about his thoughts on maximizing performance.
Confident people risk security to achieve higher levels of growth and independence. -Scott Addis
Scott Addis is the President and CEO of The Addis Group and Beyond Insurance, and author of SUMMIT: Reach Your Peak And Elevate Your Customers’ Experience. Beyond Insurance is a coaching and consulting company whose purpose is to transform the process that insurance agents, brokers and carriers use when working with clients. Scott is recognized as an industry leader having been awarded the Inc. Magazine’s “Entrepreneur of the Year” Award as well as “25 Most Innovative Agents in America”.
SUMMIT is divided into four elevations. What are the four elevations? Why is the book organized this way?
When it came to putting the material into a book, I thought it seemed natural to organize and edit the writings into a sequence that reflected a progression from individual skill development to business relationships to the customer experience. Summit is therefore divided into the following four elevations:
Elevation I: Preparing for the Climb (Developing Your Personal Readiness)
Elevation II: Setting up Base Camp (Preparing to Present Yourself to Others)
Elevation III: On to the Summit (Focusing on the Customer Experience)
Elevation IV: The Final Ascent (Discovering Your Inner Strengths)
In Elevation I, you emphasize the importance of paying attention to four performance indicators and developing them as the reader progresses. One of these performance indicators is natural strength. Why is it crucial to focus on honing natural strengths rather than improving weaknesses?
Every person who has ever lived has natural strengths (also known as Unique Abilities) though most people are not conscious of them. Because of this lack of awareness, these people have not experienced the infinite rewards that come from being able to harness and develop their natural talents and pursue their passions wholeheartedly. The more you are able to recognize your natural strengths and shape your life around them, the more freedom, success and happiness you will experience. Your Unique Abilities (i.e., Natural Strengths) have four characteristics:
A superior ability that other people notice and value
Love doing it and want to do it as much as possible
Energizing for you and others around you
You keep getting better, never running out of possibilities for further improvement
Most individuals are not able to identify their natural strengths, let alone concentrate on them, because they are trapped by childhood training. We learn at a young age that the secret to success in life is working on our weaknesses. Unfortunately, it is the focus on weaknesses that results in a sense of deficiency, failure and guilt. As a result, our lives are filled with frustration, wasted potential and missed opportunities. Letting go of these “lack of abilities” to focus on the things you love is a key to maximizing your performance.
Innovation is the lifeblood of the peak performer. -Scott Addis
In Elevation III, you discuss the customer experience. What is the customer experience? Why are the first impressions so significant in building customer relationships?
The Customer Experience Journey is the sum of all experiences that the customer has with you and your firm, the actions and results that make the customer feel important, understood, heard and respected. Each customer interaction molds and shapes the Journey.
A first impression is the mark you make in the first moments of interacting with someone. This impression has a strong effect on one’s intellect, feelings, or conscience.
It is interesting to note that the brain is immensely perceptive and takes into account every minor detail of another’s facial features. The sight and sound around us are picked up by sense organs and the signals are passed to the brain. These signals are then compared to the memories of past experiences. The interpretations of these signals play a key role in forming the first impression.
In your book, you write: “Work-life balance remains my biggest challenge in my quest to reach the peak.” How do you define work-life balance? Why is it difficult to achieve equilibrium between the two?
The term “work/life balance” first appeared in the 1970’s. The expression means having equilibrium among all the priorities in your life. It is interesting to note that this state of balance differs from person to person. However, if there is little or no balance over an extended period of time, the vast majority of people experience stress and, eventually, burnout.
Today’s intense, competitive business climate has created corporate cultures that demand more and more from professionals. To get ahead, 60 to 70 hour work weeks appear to be the new standard.
Goal setting is also very important on the climb. Why is mental imagery, or visualization, a key component of successful goal setting?
Visualization allows you to see yourself at some point in the future, while goals offer a road map to reach these visions. There is nothing more rewarding than having visions, setting goals, launching into action and persisting until you reach your destination. The key to goal setting is your ability to turn this vision into reality.
Mental imagery is essential to goal setting. Your ability to see yourself at the point of goal actualization is a key component to successful goal setting. Goal setting breaks down unless you have great clarity about your vision.
“The last few steps of the climb will be the toughest, yet the most rewarding. They will require mental toughness, commitment, drive, self-discipline, positive attitude, and positive self-image. It is when you make your final ascent that you will discover your inner strengths.” –F Scott Addis
Why is a positive first impression so important? What are some tips you can offer our listeners or readers on creating a positive first impression?