Each time I update my know-how on unconscious bias with Wikipedia, it seems like they’ve added more categories and refined the definitions further. I’ve given up trying to remember them all…
…And now the Nobel Peace prize-winner for cognitive biases, Daniel Kahneman, has introduced a new concept, which he calls ‘noise’.
Put simply, ‘noise’ is inconsistency in decision-making.
It’s linked to bias in that more experienced people are more prone to it. They think they’re better at decision-taking, and consistency, than they actually are.
It takes me back to the reason why I’m so passionate about organisational development generally, and leadership development in particular.
My early experiences of corporate life were filled with examples of inconsistent decision-making. It disengages people – and costs an inordinate amount of time as people invest emotionally in trying to understand why a decision has gone the way it has.
Yes, there was sexism, lack of cultural diversity and all the biases that are now better-acknowledged in society generally, and the world of work in particular. I cringe when I glimpse those 1970’s TV revivals, as it brings back so many moments I’d rather forget.
My belief is that a need for consistency is linked to our innate desire for ‘fairness’, which most of humanity seems to share. If we apply a rule consistently we’re perceived as ‘fair’, even when everyone appears to ‘lose’ as a result.
Even peace negotiations have run successfully on this principle.
Kahneman’s book (yes, called ‘Noise’, to be published October 2016) talks about the estimated costs, versus the actual costs, to an organisation of this interference. Leaders assumed that inconsistency was costing around 5-10%, when actually the costs are more like 40-60%.
So I’m delighted that Kahneman, and his team, have done all the heavy lifting in terms of scholarship, research and validity.
I can see the particular relevance of ‘noise’ to talent identification and performance management.
If we can improve the quality of our decisions around identifying, filtering and selecting talent for management and leadership roles, we’ll reduce the costs of staff turnover, improve the leadership culture, and raise employee engagement levels too.
What’s particularly interesting to me is that the solutions are simple. Just identify the practical variables and find a way to apply them systematically. And that’s it.
Don’t wait for outcome data. Don’t apply weight to one practical variable over another.
The implications of this approach are issues such as:
At Forton we support clients to identify the relevant variables to their talent pool selection, and performance management processes. Then we provide the training and skills support to create a culture of fairness.
And we don’t stop there; our 4D model includes the practical support leaders and managers need to apply these skills, consistently.
This delivers more effective and productive teams,and higher employee engagement scores too.
At Forton we change cultures and support leadership development through bite-sized, half-day and week-long events. And if you need to demonstrate return on investment (ROI) evidence, we can show you how.
To experience this for yourself pick up the phone. You’ll find us at +44 (0) 845 077 2980 option 1, or email email@example.com
It’s human nature to want to keep our relationships simple. Yet it’s a key leadership task to keep on top of the complex interplay of different relationships. Put simply: our team members, colleagues, bosses and the wider stakeholder network. It’s no wonder people find it difficult.
And of course, all this focus on others means that we neglect our own needs in this complex mix.
One solution is to analyse these groups and assess them by their power, influence or interest in your work. A neat process, but one which doesn’t take human factors into account.
And it’s often in those that things can go horribly wrong. Misunderstandings, lack of acknowledgement or recognition for good work, resentment of others.
Here at Forton, we regularly get asked to design workshops and programmes that help leaders and managers with ‘problem staff’: those ‘difficult conversations’, performance management; or customer relationships.
People typically ask us something like “What can I say when….?”
At the heart of these requests is the desire to have a single solution; a silver bullet. But silver bullets only kill werewolves; sorting out relationships requires a more human approach.
Too often, when we go into organisations with these kinds of issues, we find that the basics for better relationships – at all levels – aren’t in place.
Here are three steps that you can put into place and share today:
Step 1: Make sure managers are putting their own needs first, so that they’re better able to deal with others’ needs too.
An insurance client told us a fascinating statistic recently: dentists who work fewer days each week earn more money. This is because they have better relationships with their patients; plus they make better clinical and business decisions too.
If that’s what we need from our leaders and managers, investing in smarter working – not longer hours – is the easiest and first solution.
Step 2: Ensure that managers and leaders know about the need to give regular acknowledgements of their team’s good work.
People need a higher ratio of praise to criticism than managers typically think. The Gottman Ratio is 6:1 for organisations (5:1 for personal relationships if you want to improve that area of your life).
Step 3: When it’s criticism that’s required, use a consistent feedback model that works – both for the giver, and the receiver of feedback.
The best way to give (and receive) feedback is to make it future-focused around what success looks like. Most people look backwards and focus on what went wrong and who’s to blame.
The other step you can take, is to give your leaders and managers some perspective – and distance from the day-to-day – by investing in a leadership development workshop.
At Forton we change cultures and support leadership development through bite-sized, half-day and week-long events.
Whichever behavioural framework you use in your organisation, our programmes will align with your goals. And if you need to demonstrate return on investment (ROI) evidence, we can show you how.
To experience lasting performance improvements in your organisation, try us out. Attend our next open leadership Ignite event – on 5/6 December in the heart of England.
Or bring this workshop in-house with 6 people or more.
Pick up the phone at +44 (0) 845 077 2980 option 1, or email firstname.lastname@example.org.
I was stuck in a traffic jam on a dual carriageway when I was overtaken by a donkey and cart travelling in the outside lane. My journey to deliver this particular training programme was a little different – a couple of weeks ago I was delivering leadership and influencing training to a group of managers in Senegal in West Africa. Continue reading
I’m fascinated by the possibilities that might come from neuroscience. At the same time, I’m sceptical of many of the claims made in its name. So I decided to do a bit of research and found an excellent book on the topic called “Brainwashed – The Seductive Appeal of Mindless Neuroscience”, written by Sally Satel and Scott D Lilienfield.
I wouldn’t normally rely on a single source, but this book has 57 pages of notes and references – they’ve done the research for me and written an excellent book on the strength of it.
One problem with many of the claims supposedly based on neuroscience is the assumption that what happens physically in the brain is a predictor of what I might be thinking or feeling. Continue reading
We are fortunate to live in a lovely village in the heart of England, close to the centre of the UK motor industry. Not so much a mass-manufacturing area these days, instead there are specialist ‘advanced engineering’ firms. They support projects like the Formula 1 teams in nearby Silverstone. Our neighbours in the village include several engineers, some retired.
There’s an admirable perfectionism about these people, though it makes for a very competitive environment sometimes. They also demonstrate very well the notion of transferable skills. Continue reading
“Hinterland?” You’re probably wondering what on earth I’m talking about. Denis Healey, a retired politician from the UK, and his wife Edna, first used the word about Margaret Thatcher. Their view was that she lacked a real connection with people because she had no interests outside of politics.
Denis and Edna firmly believed that people had to have a breadth and depth of knowledge on other matters, be that sport, religion, art, culture or learning – Denis was a keen photographer. Continue reading
I had the great pleasure of running one of our Leadership Coaching Programs in Toronto last month. Sunshine; great location; good company – what more could I want?
I was staying with our friends and colleagues, Cyndi and Ross, who have two delightful Golden Labradors. This has to be one of the friendliest breeds of dog. They love being around people, and are very enthusiastic and expressive. Continue reading
This is a good news/bad news story. The good news was having the fun of working in Accra, in Ghana, for a week, running development centres to focus on leadership behaviours. The fact that it was in the midst of the worst weather in England for a long time was a bonus. The bad news was coping with an infected foot, which left me only able to limp along very slowly and for short distances. Continue reading
I’ve just finished a week of working in Panama. We’ve been running career development workshops for an international charity. It’s a fascinating country, whose recent history is dominated by the canal. It’s a visionary project, still a vital lifeline for trade, operating 24 hours a day. The city is the headquarters for many charities.
I’d set off with a few pre-conceptions about what the people would be like. They came from across South America, a continent I’ve never visited. I suspect that subconsciously, I was looking for proof to reinforce my stereotypes. I began to think about how often we do this, at many times in our life. Continue reading
There’s a lot of debate around what HR professionals are looking for from suppliers of leadership development services. I was reminded of this when I came across some copies a PWC study* for the ICF (International Coach Federation) looking at purchasing decisions from a client perspective
Some people get technical – looking at profiling tools and tests such as MBTI, Firo-B (relationship behaviours) or DISC (Dominance, Influence, Steadiness and Compliance)
Others want to tailor products and services to their company. Many invest in defining leadership competences or behaviours.
All of which is fine. These approaches provide benchmark against which people can develop themselves and others in their team.
What PWC did is look at important attributes in the selection process and identify the most important aspects, under
- Personal Attributes
Under the topic of Personal Attributes, confidence, rapport and personal compatibility were deemed as most important by far of all the attributes. And no surprise that effectiveness was the most important attribute under methodology. These four attributes were the most important to PWC’s respondents – by far.
The finding that ‘Personal referrals’ were more important than client references under Reputation was intriguing. And it is revealing was that relevant professional experience was perceived as more important that ‘years as a coach’ under Experience. I was also pleased to see that the level of ‘coach-specific training’ was most important in Background.
(source: *ICF Global Coaching Client Study, Association Resource Centre and PriceWaterhouseCoopers, 2009)
Our evaluation of professional Associates (Consultants, Coaches and Trainers) is that its’ this combination that matters and these are the questions we ask:
- What leadership experience do you have?
- What technical and skill areas do you have (outside of leadership development)?
- What coach-specific training and qualifications do you have?
- What learning do you have around the topic of developing leaders?
Rapport and personality come through when we meet with them – it’s key for their relationship with clients and we much prefer to do business with likeable people. We also make sure that we personally hear each of them coach – so that we can really stand behind the quality of the professionals we work with.
So why does this matter?
I’m intrigued by organisations buying leadership coaching services and coaching skills training, without really thinking through what they need. For example, one company were seeking recently seeking training with two accreditation options in mind – one at a low skills level and the other for an academic qualification.
My personal view is that the academic qualifications in coaching are for professionals with existing coach-specific training to explore the academic side of the profession – not for leaders and managers in the workplace who will only have time to dip into the theory. At the other end of the scale, if an organisation wants to build an in-house coaching competency, then the training should be at a suitable level – with the option of a meaningful qualification.
One of the reasons we support the global standards of the ICF is that they transcend culture and diversity – whilst acknowledging local and regional difference. Their accreditation process isn’t a walk-over either – as I’m experiencing first hand at the moment.
The ICF also recognise successful coaching programmes through their ‘PRISM’ award. I was involved in the recent ICF Global Conference in London and was very impressed by the quality of the winners – especially by the evidence they put forward that showed the difference coaching was making in their organisations.
Recent PRISM award winners include
- Genentech: considered the founder of the biotechnology industry, using human genetic information to discover, develop, manufacture and commercialise medicines to treat patients with serious or life-threatening medical conditions. The company sees coaching as increasing their capacity for change.
- TINE Group: NOrways most important contributor to value creation and the country’s leading supplier of food products – TINE provides a health and positive food experience. The company sees coaching as a leadership skill.
Some resources for you
We’ve got spare copies of the Case Studies and the PWC report (only 12 copies – so first come, first served) here in the office.
If you’d like to receive a copy of either the report or the case studies, simply drop us an email at email@example.com and we’ll do the rest.