Creating a Great Organization
And working
together
within
It
Minnesota
In the Beginning
• Let’s put down the day (week)………
• Lord?.....
Why is Change Difficult?
• Video
What is GREAT?
• A great organization is one that is effective at a
sustained elite level for an extended period of
time- (over 15 years)
• Very rare.
• The secret is to create a sound, healthy, robust
organizational culture.
• This is a key outcome of leadership -- it’s moral
obligation
Best Example of a Great Organization
• Judeo/Christianity- thousands of years old
and the only organization that continues to
grow organically and works every time it’s
tried.
• Reason: God, the power, effect, and principles
of the Kingdom are unique, and eternal.
Why I Care about Greatness
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The Kingdom of God is GreatYOU part of that Kingdom
We represent a GREAT King, we are the Church
God is Great
We are created in His image.
Greatness is part of who we are.
As I look at the “world” I have a single question:
– Where is the Church?- it needs to be great.
• The world needs more great organizations
• We are capable of it…..
Down to Earth
“Good to Great”
• A 2002 study by Jim Collins and his team of
graduate researchers.
• Criteria- identify public companies who were
performing well…….
• ….which then achieved a breakthrough in
which they outperformed all other publicly
traded companies.
• Breakthrough lasted for 15+ years
• Not a study in economics, a study greatness
Good to Great
• 11 companies were found to be great
• Out of 1,435 studied.
Good to Great Companies
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Abbot- pharmaceuticals
Fannie Mae- Financial
Gillette- Personal Care
Kimberly Clark- consumer products (Huggies)
Kroger- Grocer
Nucor- Steel
Philip Morris- cigarettes, beer, consumer goods
Pitney Bowes- office equip and admin
Walgreens- drug store- invented the “malt”
Wells Fargo- bank
Circuit City- Consumer Electronics
• SOME have fallen…..
Greatness Traits
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Level 5 Leadership- Strong Will with Humility
First Who, Then WhatConfront the Brutal Facts- 2 session will help with this
The Hedgehog Concept- Strategic Mechanism-three circles
A Culture of Discipline- people, thought, action
Technology Accelerators- in synch with your need
The Flywheel - momentum
Core Ideology- Core Purpose and Values
But how do you get there?
nd
How to make the Leap
• Discover your Core Purpose and Values
– What we PROVIDE------How we behave
• Select the RIGHT people.
– Competence Character and Chemistry
• Identify the OUTCOMES– Jobs that achieve- even the volunteers
• Processes that are always getting better.
• Vision- how you will change the world.
YOUR GOAL
• Create a Great Association • CREATE A “POCKET” OF GREATNESS, in your
church.
• INFECT THE HOST……
The Foundation
• Purpose- what is it you offer the world that if it didn’t
happen, the world would be worse off and because it
happens the world is better ? (you find it, not create it )
• All continuously high-performing, long-term (50-100
years), great performing organizations, have a succinct
Core Purpose that drives everything they do.
– Disney- Make People Happy
– Wal-Mart- help regular people buy the same things as rich
people.
– APICS- Continually Building Competence.
– Cretex Concrete- Do what’s right.
– Crystal D- Turn emotions into memories
– HOW DOES THIS HELP US TO FULFILL OUR ……….?
– Purpose is NOT a mission statement.
Values- How we behave
• Values identify:
– How we treat each other
– How we do our work-
• Should empower and agree with our outreach
behavior.
• Two sets of values are a huge red flag
• Values should be real…..not aspirational
• Value statements are not doctrine
• They govern how we work and treat each other.
The RIGHT People
• Competence Character and Chemistry
– Competence- can DO the job
– Character- share and live the values and purpose
– Chemistry- the 8 hour test
• The right people are….
• The wrong people are….
Specific Expectations
• Focus and Clarity• Outcome Based Jobs
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Volunteers and Paid Staff. No difference
Great People ask: What do you want me to accomplish?
The RIGHT people want this- do it or lose them.
Then get out of their way.
• EVERYTHING you do should begin with the outcome
you desire.
• Core Purpose drives all the other outcomes
• How will this program, process, job, fulfill purpose?
Continuously Improving Processes
• Standard Work- record your daily, weekly, monthlydo it.
• Have an improvement process- (Cause Mapping)
– 5 why’s, kaizen, visual indicators, 5s
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Solving Problems =status quo
Performing well is the beginning
Record the processes- (tribal knowledge)
Improvement = better, not problem solving.
Create a work environment for the “best” to happen.
“Take the best and go”
• Repetition and follow-through are key
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Vision
A Statement- What is the impact we will make on
the world in the next 15-20 years.
• THEN, detailed “word picture” .
FEFW• Purpose-Help people do great work with great
faith.
• Vision- To create a world in which goods and
services and information are exchanged and
transacted, for mutual benefit…in love.
Commitment is KEY
• Discover your Core Purpose and Values
– What we PROVIDE, daily---------How we behave
• Select the RIGHT people.
– Competence Character and Chemistry
• Identify the OUTCOMES
– Jobs, events, programs, groups….begin with outcomes
• Build processes that are always getting better.
• Establish Vision- how you will change the world?
BREAK
• TAKE a Break
• Use Culture handout to assess your assoc, or
your church staff culture/
Crucial Conversations
Tools for Talking When Stakes are High
About the Book
• New York Times Best Seller
• Authors: Kerry Patterson, Joseph
Grenny, Ron McMillan, and Al Switzer
• Paperback, 230 pages
• Information available online at
www.crucialconversations.com
• Not affiliated- I just like the book
• Best book on the subject in 30 yrs.
What is a Crucial Conversation?
• A Crucial Conversation is a discussion between
two or more people where:
– Stakes are high,
– Opinions vary, and
– Emotions run strong.
Some Examples
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Talking to a coworker who behaves offensively
Giving the boss feedback about his/her behavior
Critiquing a colleague’s work
Talking to a team member who is not keeping
commitments
• Giving an unfavorable performance review
• Talking to a coworker about a personal hygiene
problem
Crucial Conversation
• Video
Three Options
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When faced with a Crucial Conversation you
can do one of three things:
1. Avoid it
2. Face it and handle it poorly
3. Face it and handle it well
Talk it out or Act it out
Reasons We Handle Them Poorly
• Our instincts betray us. (fight or
flight)
• When we are under pressure
we have a barely functioning
brain.• Caught off guard, we improvise
• What we don’t know, we make
up and its always bad.
Reasons to Learn to Handle
Conversations Well
• Positive impact to your career
• Organizational Effectiveness
• Improve your relationships
• Improve your personal health
• High performing teams
• Create the culture you want.
• It Loves your neighbor.
Wisdom- these conversations are a lot easier
with the RIGHT people.
KEY:
Stay in Dialogue
• Dialogue is:
– The free flow of meaning between
two or more people
• What it is not:
– Debate or argument, trying to “win”
– Hints, sarcasm, innuendo, verbal
attacks, accusations (These are signs)
– Giving the silent treatment, running
away
– Playing games– Speak it out or Act it out your choice
pool of
shared
meaning
Creating Dialogue
• Put down the day…… take a breath.
• “Start With the Heart” – Check your own motive, focus
on your own “state”• Stay focused on your goal no matter what
• If you fall out of dialogue ask the QBQ
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What can I do to improve my actions right now?
What do I want for myself?
What do I want for others?
What do I want for the relationship?
How would I behave if I really wanted these things?
THESE ARE PERSONAL ACCOUNTABILITY QUESTIONS
Tool: Make it Safe
• Safety means no harm will be done.
• Use safe words- Own your stuff. Use “I” phrases not WE.
• Talk WITH mutual purpose and give respect
• Does the other person believe you care about their
goals?
• Tell THEM
• Does the other person trust your motivation? Should
they?
• Tell THEM
• Does the other person believe you respect (value)
them?
• SHOW them
How do you know
you’re in dialogue?
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Do I feel safe?
Is the other person running?
Is emotion coming out sideways? (sarcasm)
No –talk rule in effect? (what you don’t say)
Is the other person accusing?
When all these are positive…. You are in
dialogue.
When Safety is at Risk
When mutual outcomes and or respect are at risk, it is no longer
“safe” and you are no longer in dialogue!
• Tools to make it safe– Apologize (when? -you just know and sincerely)
– Use Contrast to gain understanding
Tool: Use Contrasting
• A don’t/do statement that:
– Addresses others’ concerns that you don’t respect them
or that you have a malicious purpose
– Confirms your respect or clarifies your real purpose
– “I know you’ve got a lot on your plate, and I don’t want to
make your life more difficult”………. But I need to talk …..
– (Begin with the “heart”) Pray-
• Contrasting not apologizing
– Provides context and proportion
– Useful for prevention or first aid (safety)
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“I Don’t want (something) to happen”……
I know you work really hard and always try your best….
What I want to happen is………..
How can we accomplish this?
Tool: Master Your Story
• We EACH tell ourselves a story
• Offensive claim Others don’t make you mad –
YOU make you mad!!
• How? In between a persons action and our
reaction, “we tell ourselves a story”
• Stories:
– Our interpretation of the facts
– Help us answer why and how and what- fills in the
blanks/gaps
– What we don’t know we make up……….
Here’s the Normal Path To Action
SEE /
HEAR
Coworker meets
privately with the
boss to discuss a
joint project.
TELLS
a
STORY
He does not trust me.
He thinks I’m weak. If
I say anything I will
look emotional.
FEEL
Hurt
ACT
Worried
Silence
Anxious
Cheap
shots
Angry
Instead Retrace Your Path
SEE /
HEAR
What factual
evidence do I have
that supports this
story?
TELL A
STORY
What “story” is
creating these
emotions?
FEEL
What am I
feeling right
now?
ACT
Have I fallen
out of
“dialogue”?
Clever Stories To Watch For
• Victim Stories- it’s about me
• Villain Stories- it’s about her
• Helpless Stories- it’s hopeless
• “What we don’t know…we make up, and it’s
usually bad. “
Tell the Whole Story
• Turn victims into victors- accountablility
– Am I pretending not to notice my role in the problem?
• Turn villains into humans- God loves him\her too.
– Why would a reasonable, rational and decent person do what
this person is doing? Therefore……..there must be…..
• Turn the helpless into the able
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What do I really want to happen? (pray)
What would I do right now if I really wanted these results?
Mutual benefit is the key--Love your neighbor (the one nearby) …………..
Tool: S.T.A.T.E.
• When you need to share controversial, touchy or
unpopular views:
– Share your facts--– Tell your story– Ask for other’s paths- – Talk Tentatively– Encourage Testing-
Tool: STATE
• Share your facts first
– Non-controversial…. Focus on what is
– Facts are stubborn
– Facts are least insulting- no opinion
– But they do “challenge”
– Facts are not opinion
Tool: STATE
• Tell your story
– “Based on the facts, this is how it appears to
me”
– Be confident, but don’t pile on…. “Just my
opinion”
– Watch for safety problems (Heart)
TRUTH is KING
FACTS
BELIEFS
TRUTH
Tool: STATE
• Ask for other’s paths
– What are their facts?
– What is their story? (Belief about the facts)
– Listen --- Nils Friberg
Tool: STATE Your Path
• Talk Tentatively
– What would think of … or In my opinion… Let
me run something by you…..
– But - Don’t be wimpy and do your message a
disservice
– Be humble and confident. (with faith)
Tool: STATE Your Path
• Encourage Testing • Just say no, veto, let’s go
– Encourage others to challenge you
– Invite opposing views
• “Does anyone see it differently?”
• “What am I missing here?”
– Play Devil’s Advocate
• “What if I’m wrong here…?”
STATE
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Share your facts
Tell your story
Ask for other’s paths
Talk Tentatively
Encourage Testing
Here’s how to turn it….
• Video
In Conclusion
• When stakes are high, opinions vary and
emotions run strong:
– Stay in Dialogue- “shared meaning”
– Make it Safe
– Use Contrasting
– Tell the Whole Story
– STATE your path
– Walk your talk- always…but especially in crucial
conversations.
The Foundation For Excellence
in Faith and Work
• www.GodsworkinProgress.org
KTIS Faith Radio October 6, 2013
4:30 PM
And on-line
jeff@godsworkinprogress.org
One More Thing
Give ‘em Heaven!
THANK YOU!