I recently met  with Jodi Flynn (of Luma Coaching) to explore the basis of our coaching work — and that meant talking about how to catalyze change.  Thanks to Jodi for much of the content I’ve included in this short post.

Most of us (and so most of our clients), are change averse.  Even when we can imagine or understand the benefits of some change in our lives, our organizations, or our relationships, something holds us back.  As coaches, we want to open our clients to constructive change. What helps this happen?

We shared several models:

  • Comparative pain:  We may help our clients realize or understand that the real pain of the status quo is greater than the imagined pain of the change they may be contemplating.
  • Pain, perseverance, and gain:  Every change involves pain.  Things seem harder to do at first, or situations are more awkward.  This lasts for a period of perseverance, but then we’re no longer held back.  And — the real benefit — after a while there’s a gain over where we were at the beginning.  Helping clients acknowledge this rhythm, and project the actual pain, perseverance, and gain, may open them to change.  Also, it may be possible to find strategies that control the amount of pain, the or the perseverance period required.
  • Fear may increase when we look it in the face.  By painting a detailed model of the life we want, the way we want to work, the quality of a relationship, or whatever is the desired subject of change, the positive vision can become so compelling that resistance to change begins to diminish.
  • We may not look for change in the parts of our lives that we experience as fixed.  In other words, we may not name the need for change until the possibility of change feels  real.  I offered the example of a married couple, who might declare, “Well, we get along okay.”  Seeing no alternative to their current lives, they accept when seems immobile.  But upon visiting a marriage counselor, and finding ways to identify issues and work with them, they may revise their assessment to “We never realized how problematic or empty our relationship was!”.
  • Empowerment may be the key.  When we experience ourselves as the victim of circumstance, as conflicted because of the woes of our lives, as powerless to change our situation, we’ve little energy to invest in change.  When we can experience ourselves as responsible, as in a synergistic relationship with the world around us, we become empowered to change our situation.  And even though some outside circumstances of our lives may really be fixed and not easily changeable, we can change the way we carry ourselves and relate to that fixed world.  So … helping clients understand how they can choose that relationship can open them to change.  Jodi spoke of a model leading us from being victim to just being in conflict, then being responsible, becoming of service, acting in reconciliation, existing in synergy, and finally becoming non-judgmental so that we can act much more easily on our own behalf instead of in reaction to the provocation of others or of circumstances.  Being able to place ourselves in this spectrum helps us become open to change.

Whether we seek to improve our personal lives, become more effective within their work organizations. develop teams and groups that can better create solutions to social or business problems, nourish relationships or simply build confidence, change is required.  How we embrace change, or transform our resistance to it, determines how we will succeed.  And understanding models, such as those I’ve shared above, is key to helping people make that transformation.

Blog posts such as this often invite just minor comments of appreciation or disagreement. But I do hope that this one will start a more vital discussion. What has helped you overcome your resistance to change? And how might coaching, counseling, or other assistance have helped in that process?

Making big mistakes

October 13, 2011

I still remember that deadly class period in Junior High School — social dance class.  After reminding us to stand up tall, lead firmly, look your partner right in the eye, smile, start with the right foot, listen to the music, be aware of other couples on the dance floor, point your feet straight forward, hope that your teeth were brushed and that your breath is okay, and more pointers that I’ve surely forgotten, she gave us one last piece of deadly advice:

 ”If you take little steps, you’ll make only little mistakes”.

That was horrible advice for the dance floor and for life, for me in Junior High, and for every later period of my life.  Even as I first heard those words, I knew they were a motto for the life I didn’t want to live. Read the rest of this entry »

Lots of people will parody the work of consultants — suggesting that we’ll contract for a study of whether to do a study studying why a study might be helpful. But forget that foolishness.  A good consultant will work with their client(s) to identify clear goals, important questions, kinds of knowledge that must be transmitted or answers that must be obtained.

I believe we need to teach good “clienting” just as we learn good consulting. My best clients work with me to define goals, they welcome surprises, and allow space to make changes based on what they learn. They know that they’re getting value from my work. Or, if they don’t, they initiate a meeting or other process to set things straight.

Yes, of course there are times when I can see an issue that I believe should be addressed, and the client does not.  It’s my challenge to suggest a project that will, in the end, provide value for the client.  I may or may not convince the client that the need is real, and that sufficient budget should be allocated to address it.

Let me stop here, and ask you what teaching good “clienting” should mean, what needs to be taught.

Here’s a proposal I made to a group of entrepreneurs, who wanted to re-vitalize their meetings, and provide more value to each other:

I’d suggest that at each meeting we function as a Board of Advisors for one member business or business to be. We’d have that business make a brief presentation about goals, organization, status, and some critical decisions that they are facing. The group could then ask questions, and, finally, offer some advice.

A few notes about this process, what’s required, and what might go wrong:

  • We’d all have to respect confidentiality — that’s what’s shared in the meeting room stays there.
  • It’s always temping to listen little and speak quickly. This process demands a process of listening carefully, then asking questions that really are about clarifying and understanding. Only after that it advice appropriate.
  • I deliberately said board of ADVISORS and not of DIRECTORS. Assume that we have no power, except the power of good ideas.
  • From experience, I can tell you that the discussion needs to be carefully moderated, and by somebody who is not going to be a main contributor. The moderator needs to slow the group down, allow for good sharing, keep the discussion on topic, and counteract the presence of any egos that may be present in the room.
  • The advice we come up with may be worth the price paid (and no more!). It’s important to be modest about our knowledge and skill — even as we work with integrity and energy.
  • The whole endeavor also requires committed subjects, who are really trying to develop their business, who want to tell themselves and their advisers the truth, and who are open to change.

I should note that I’m happy to work with groups (profit or non-profit) interested in trying this process.

This is not new!  I’ve been doing such user interface review work for some time, but have now “packaged” it as a service, and sent out the following  news release explaining what I do.

Portland consultant offers “User Interface Review” service

Insight and Clarity, a consulting and coaching firm in Portland Maine, has introduced a new “User Interface Review” service, to help technology developers create products that are easy to use and hard to misuse.

Arthur Fink, owner of Insight and Clarity, explains that, “Most developers intend their products to be ‘user friendly’, but seldom does anybody spend enough time watching users trying to befriend the product”.  Fink sees himself as a cyber-age anthropologist, observing business cultures to see what tasks are being done, what tools are used. how these tools are used, and — perhaps most important — where users encounter stress, frustration, boredom, fear, or angst.  The result of this observation will be a strategy for revision or re-design, or, in some cases, a total blueprint for a new user experience.

In working on the redesign of a point of sale computer system for Subway restaurants, Fink spent many hours shadowing Subway associates at several Maine locations, and he worked for a few hours actually running the computer cash register.  “What appeared to be a fairly simple job turned out to actually be quite complex, and I learned so much about the difficulty of doing that job with inadequate technology,” Fink said.

Fink’s graduate degree in computer science from Harvard, along with studies there in social relations, linguistics, and cognitive psychology all appear to be strong credentials for his current work.  But Fink points to his years of experience visiting factories as a consultant and learning how to ask probing and provocative questions as his most important education.

Fink has been an independent consultant since 1982, working in such diverse areas as improving management structure for telecommuting programs, training system developers in user interface design, actually building database systems for a variety of industries, and helping senior managers improve communications within their organizations.  He’s currently working on the design and implementation of a hospital messaging system, and is writing a book whose working title is, “Asking Great Questions”.

Fink has been a featured speaker at conferences in the U.S., Canada, Holland, Norway, Sweden, and Ireland, and has spoken four times at Pecha Kucha gatherings in Portland, Maine.

Contact Arthur Fink at  arthur@InsightAndClarity.com  or  207.615.5722.

It’s glib and irresponsible to just blame conservative Republicans or Tea Party activists for the shooting of Representative Gabrielle Giffords, and of so many other innocent people.  Indeed, the young man who committed this crime was clearly disturbed, and there’s no reason to believe that this crime was simply an expression of a conscious but zealous idealism.  And, certainly, none of Giffords critics intended or sought such action, or would have urged anybody to start shooting.

But to dismiss our responsibility is also glib and dangerous.  This tragic story exposes some disturbing flaws in American society. Read the rest of this entry »

Our professional group had a wonderful “bingo” game last month, that really helped us all meet each other.  Here’s how to set it up:

1. Get each person to write about three phrases that might characterize them. At least one should be obscure, and one very generic. For example, I might list the following for myself:

* Used the computer language ‘spitball’ in graduate school

* Asks lots of questions, and advertises that fact

* Once ran ‘computer assertiveness training’ workshops

2. Put together boards with a grid of 4 x 6 = 16 such phrases. 3. Hand these out.

3. Participants have to talk to each other, finding names to put in each box on their bingo sheet.

On Becoming a Consultant

January 5, 2011

I’ve often been asked for advice on making the transition from practitioner to consultant.  Here are a few of the points that I emphasize:

  • You don’t have to have answers, and certainly don’t have to have them right up front!
  • Ask insightful questions, listen, listen more. Let the clients voice what they need, the visions they carry, the kinds of support that will help them make needed changes. More change will happen when they name it themselves. And when the client’s management sees that real change follows your visits, you’ll be a hero.
  • You may have lots of information, see things very quickly, and could impress people by coming in swinging. In the long run, this works against you.
  • It’s fine not to know things!  Tell the truth, and say, “I don’t know” . . . but will find out, or lead your client to other resources.  Little lies fester, and always come back against you.
  • Not all money is green!  If you’ve serious questions about the integrity of an organization, about how they treat customers or behave in the markeplace — stay away.
  • Choose clients with whom who can succeed.  If you don’t believe your candid advice is really wanted, or expect that they are not ready to change in any significant way, it not a profitable engagement.
  • Define the evaluation criteria at the start of each engagement, so that you and the client can periodically assess your real progress.

Executive Scavenger Hunt

January 5, 2011

A member of the Organization Development Network asked, “I am facilitating a program for executives on the topic ofTransformational Leadership’.   What questions do you think should be asked to really get the heads spinning?”

In trying to respond to this query, I asked myself what might get executives to look beyond the surface view of their organizations.  Too often we see what we want, and not other things that don’t fit our paradigms.  What games might get them to look further — based on what they already know?  And then I had it — a scavenger hunt!

Divide the executives up into teams of two or three, and ask each team to identify where in the organization they might find:

  • Ecstasy
  • Greed
  • Delight
  • Fear
  • Contentment
  • Pride
  • Exasperation
  • Integrity
  • Loyalty
  • Eenergy
  • Team spirit
  • Anger
  • Powerlessness
  • Ingenuity
  • Community

(or your own list, in this spirit)

Normally, executives don’t talk about these things. But ask them where these things might be found, and a new degree of honesty and courage may arise. That would be my hope.

Need I point out that most of these scavenger items are about individual feelings, that can lead to healthy or to destructive behavior.  Too often, I believe that managers think of their organization as a whole, and not of the individuals who make it up, and whose personal experience feeds right into an organizational culture.

Transformational leadership involves blending the best that indivuals can offer into an organized, coherent, creative, and profitable endeavor.  It means knowing all the stakeholders (and those who should be stakeholders, but, for whatever reason, are not), having a strong vision, creating a climate of trust, integrity, and creativity, and being able to model the values that should guide the whole organization.

On choosing a consultant

January 4, 2011

In an on-line discussion about guidelines for choosing a consultant, I suggested the following:

  • Start with a statement of your problem, that is as specific as possible. But be clear that you’re stating the problem, and not your sense of what a solution might be.
  • See how it feels to talk with your prospective consultant about that problem. Do their questions make you think, broaden your concept of how a solution might be found?
  • Don’t attempt to get a free solution from those discussions. Actually with a good consultant, you will learn something in each encounter, but the goal is to test the working relationship and not to move towards solutions.
  • Be very clear about fees, retainers, confidentiality and non-disclosure agreements, ownership of new intellectual property, etc. If you and your consultant have trouble with these, that’s a red flag.
  • Don’t be afraid to ask for references, and to speak with them.
  • The consultant must have the body of knowledge you require, feel like a comfortable partner, communicate his or her professionalism, and acknowledge your role in the consulting process.
  • Agree on evaluation criteria at the start of the engagement. (e.g. “So, at the end of phase one, we’ll look forward to having a feature list for the product we’ll be building, and a detailed definition of the market segment to whom it will be directed.”)
  • Enter into the consulting agreement only if you respect, trust, and look forward to working with this consultant.

On Elevator Speeches

December 27, 2010

On one of the LinkedIn groups, somebody asked about the relevance of elevator speeches.  It became an involved discussion, mostly criticizing the canned theatrical speeches that are becoming so common.

Into that mix, I offered the following:

Forget the words “speech” or “pitch”.

We need quick easy short ways to say what we do, without sounding like a speech, without intimidating. What we say should interest, perhaps excite, should invite questions, and should be very non-technical.

One of mine: “Have you heard of user friendly computers? Well, I help put the ‘user’ and ‘friendly’ into those products”.

Another: “I ask questions. Good questions. People learn from the experience of answering them. It’s kind of like coaching, but I don’t like that name.”

Or: “I inject doses of creativity into work groups that are bored with dull mediocrity”.

All of these are deliberately incomplete. They all invite responses. And they all feel very natural from me.

Of course, elevator speeches don’t tell our whole story.  they can’t,  and they shouldn’t.  But they may provoke discussion that leads to an understanding of our story.

I hope that mine plant healthy seeds, that will nourish and grow.

More important than my “elevator speech” is my pair of “elevator ears”.  Perhaps I’ll write another blog post about how to turn any moment into a listening moment.

 

On being a consultant

November 26, 2010

I was asked about making the transition from practitioner to consultant, and offer the following advice:

  • You don’t have to have answers, and certainly don’t have to have them right up front!
  • Ask insightful questions, listen, listen more.
  • Let the clients voice what they need, the visions they carry, the kinds of support that will help them make needed changes.
  • More change will happen when they name it themselves. And when the client’s management sees that real change follows your visits, you’ll be a hero.

Yes — you may have lots of information, may see things very quickly, and could impress people by coming in swinging.  In the long run, this works against you.

These are all workshops that I’ve taught at different places, and want to offer again — probably in new ways.  I’m talking with several  conference centers, but also invite you to consider these for your school, your church, or your community group.

About Listening

Listening is the core activity in almost all of our social and work lives — and yet how little time and effort we spend perfecting this skill!  And too often when we should be listening, we’re really preparing to talk, plotting our course, processing our emotions, or even tuning out completely.  In this workshop we’ll practice active listening, offering feedback to test our understanding, and formulating questions that clarify what was already said.  We’ll identify common behaviors that get in the way of listening, and best practices that can help us all.

Photography as Journal Keeping

Photography can be just snapshots, or deeper expressions of feelings, perceptions, ideas, memories. We’ll experiment with deeper ways to see, experience, and feel — using a camera.  This is NOT a technical class on photography, and in fact you don’t even need to bring a camera with you.  Just bring an open mind, open eyes, and (if you have one) an image that means a lot to you.

Read the rest of this entry »

“The best time to win customer loyalty is when you make a mistake.”  I heard this surprising comment from an IBM executive speaking at a professional conference, and not long after that had an experience that demonstrated everything he said.

My IBM Thinkpad laptop had developed a persistent but intermittent problem.  I’d sent it in for warranty repair, but it was returned with the problem still present.  When I called IBM they offered to expedite another repair, again paying FedEx overnight both ways.  But I was flying off to Europe in four days, explained that I needed a working laptop, and that this was cutting it too close for my comfort.  The IBM representative promised to see what she could do.  A few hours later, she called back, to say that she was working on it.  And a bit later she informed me that an IBM repair person would be coming out (by boat) the next day to our island home to repair the computer.  This wasn’t normal practice, and she had to “borrow” somebody from another department.  But no matter — I was visited by a knowledgeable repair person who quickly found the real problem, fixed it, and got back on the boat.

The transaction cost here was the cost of sending a repair person to our home — perhaps a half day of his time.  IBM certainly didn’t have to incur this cost, but they chose to.

Read the rest of this entry »

On Turning the Computer Off

September 10, 2010

Turn the computer off?  “Impossible”, you say.  And my emotional response is to agree.  I’ve a dear friend in the hospital, and I may get e-mails that need to be relayed. There may be an inquiry about the apartment we’re renting, a prospect who wants my coaching or consulting, a client who needs help in a hurry.  I need to stay tuned to that information stream!

Or, do I?  Will that information wait 30 minutes, or 60, or 90?  Can I work on my time frame?

With the computer on, I tend to respond, and pay attention to what might come, even as I’m addressing the opportunities or challenges that are already here.  My attention, and my creativity, are diverted from the most immediate task at hand.

I’m not alone.  I see this with business colleagues around the globe. Sitting in front of our computers, we may be connected, but too often we’re not focused on the real questions, the deeper issues. We’re probably not  our best creative selves.

Neuroscientists tell us that our brains need quiet time to rearrange and reorganize information we’ve taken in. When we’re permanently connected to an on-line data stream, that time just doesn’t happen.

What’s the prescription?  Spend some time sitting under a tree, or on a rock by a stream, or even in a quiet room with no electronics.  Think, plan, envision, create, imagine.  Write with a pencil, and don’t worry about the font or margins.  In fact, don’t worry at all.  Just be present in the quiet space.  With practice, you can even do it in a room with computers, iPhones, and other electronic devices present.

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