Start with what’s working well to fix what’s wrong

They’re on to something — actually they’re on to the same thing.

I read in the current issue of Fast Company an excerpt from a new book, Switch, by Chip Heath and Dan Heath (Fast Company columnists and authors of Made to Stick).  I was struck by the similarities between their ideas and those espoused in the 2008 book, Influencer: The Power to Change Anything.

At the risk of oversimplifying, changing something massive and pervasive (like malnutrition or disease in a third world nation or pervasive bad business habits), is possible when you look for what’s already working well.

For the Heaths in Switch, the insight is to “find a bright spot and clone it.” The authors of Influencer look for “high leverage behaviors.”

Synthesizing both books, it boils down to:

1. Move beyond the obsession with “TBU — true but useless” information that points to solutions that are impossible to implement.   Instead, find the “bright spot” (Heath brothers) or “high-leverage behaviors” (Patterson, Grenny, Maxfield, McMillan and Switzler).   Find examples of well-nourished and healthy people — or clusters of people with good business habits — and identify what they’re doing right.
2. Identify the influencers, those already trusted and, with their cooperation, share and reinforce the solution.
3. Make it easy for others to replicate the bright spot or high-leverage behaviors.  Create opportunities to practice the new behaviors and introduce them to enough people so that soon the greatest numbers of people are nourished, healthy and, in business, profitable.

A business application of these like-minded theories might be helping a professional service firm solve the problem of over-servicing clients.   The typical response is to cull data, slice and dice the data, and then hold internal meetings to tackle the problem.  But the account teams that are already getting paid fairly for their level of service, already know that the secret to their success lies in building a trusted relationship in which tough conversations about compensation can take place without jeopardizing the entire relationship.  Explore their client service strategies (reporting, invoicing and relationship-building) and identify what they’re doing that could be “cloned.”

Another business example might be an organization with a stifling culture of deadly dull meetings dominated by pointless PowerPoint slides.   Find the bright spot — the manager who leads meetings that are engaging, action-oriented,  and with clear take-aways that his employees are inspired to execute.   Then make that the norm — not a culture of dueling PowerPoint data decks.  Create opportunities for the exception to influence the “rule” that needs to be changed.

As an eternal optimist who believes we can change the world, these authors are on to something huge!

Switch goes on sale February 16th and if the book is as good as the excerpt it will be another must-read from Dan Heath and Chip Heath.

Morning After Musings About Leadership, Messaging…

Looking beyond politics and what the special election in Massachusetts means for healthcare reform, economic recovery, war and peace, Constitutional rights…the state of the state, both in Massachusetts and the nation, raises questions about vision, leadership, influence, consensus building and compromise, communication and messaging.

• Let’s start with how many Americans really understand the President’s vision — beyond rhetoric?   What does America stand for today?  How many (and who) can articulate that vision with clarity and passion?  Who’s listening and are we  unable to hear that vision through the impenetrable filters of joblessness and a not-yet-recovered economy?  Ironically, in periods of both extreme comfort and discomfort, do we retrench into a “WIIFM” (what’s in it for me) mindset that obscures our ability to hear and follow  a vision for everyone?
• Similarly, was it conflicting visions that drove the vote in yesterday’s special election in Massachusetts or something else?
• Just one year ago today President Obama was inaugurated after having been elected as our nation’s leader on a platform of change.  But in our understandable desperation for immediate change and frustration with the pace of the change we’re seeking, many Americans have abandoned his direction looking for what they believe might be a “quick fix” elsewhere. Is the President moving in the overall direction he mapped out during his campaign or has he radically changed course?    And, in our fast-changing world, should our leaders hold firm to a course set more than a year ago, or do we need to trust our leaders to adapt based on today’s context, circumstances, needs and opportunities?
• When we step back and reflect, what really influenced Massachusetts’ voters?  Was it policy statements and values?  Or supporters and endorsers?  Logic or emotion?  Substance and/or style?  Which media had the greatest impact?  What role did websites and social networks play?   Powerful questions to be pondered by both politicians and business leaders.
• Massachusetts has long been known as the “bluest of the blue” states.  A staunchly democratic state.  Yet the largest block of voters in Massachusetts are registered as independents.   (Democratic party take note.)   Despite partisan, Republican political viewpoints and supporters, Scott Brown painted himself as an independent and to his credit, he fired up the dissatisfied, disenfranchised independent voters (and many similarly unhappy Democrats) in this previously-believed-to-be-liberal state to follow him.   A lesson for future candidates that challenges the old adage that “perception is reality.”
• What can we expect now from our legislators?  Paralysis?  Fear?  Obstruction?  Or compromise and consensus-building that will move us beyond stuck?  The “now what?” is the most important question to ask the morning after.
• Finally, there is no question that some messages “stick” and inspire and others make the audience’s eyes glaze over.   As we’ve seen, when crafted brilliantly — and delivered passionately — even what many might consider unbelievable messages become believable. The message and messenger matter.