nasscom hr summit 2013: creating & sustaining a high performance culture - c mahalingam
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TRANSCRIPT
What is up today?
What is it by the way?
4 Cultributes of High Performance
4 Pillars of High Performance
Q & (hopefully!) A
Good News!
Mali / NASSCOMHR / HPC / 24-07-13
Business Landscape
Turbulent climate / Roller-coaster ride
Psychological contract in serious trouble
Growing distrust of institutions & leaders
Decline in happiness / Hedonistic treadmill!
Status anxiety, shame & resulting isolation
Social participation is increasing exponentially
Satisfactory Underperformance! New driver of productivity: Beyond technology to
Culture!Mali / NASSCOMHR / HPC / 24-07-13
Moon Shots for HR
Higher purpose for HR Leadership Bench High Performance Culture Unleashing organizational energy Democratizing the workplace Establishing Accountability Focusing on accountability
Mali / NASSCOMHR / HPC / 24-07-13
Source: Moon Shots for HR by C. Mahalingam in Hindu Business Line dated 9th May 2013
What is High Performance Culture?
Discovery One
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What is High Performance?
Rebel or Quit
Creative excitement
Malicious Obedience
Willing Compliance
Cheerful Cooperation
Heartfelt Commitment
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Cultributes of High Performance Culture
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The Four Cultural Attributes
A shared sense of urgency
Strong focus on people management
Robust Dialogue
Cadence of Accountability
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We are talking of urgency, not haste!
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Attribute 1: A shared Sense of Urgency
Discovery Two
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Only One in Seven, even when it comes to life!
Not long ago, a medical study showed that if heart doctors tell their seriously at-risk heart patients they will literally die if they do not make changes to their
personal lives-diet, exercise, smoking--- still only one in seven is actually able to make the changes!
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You only find oil if you drill wells. You may think you’re finding it when you’re drawing maps
and studying logs, but you have to drill!
John Masters*
*Canadian Oil & Gas wildcatter
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Reality Check!
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John Kotter on “Sense of Urgency”
Thought Leadership video 1
Improving the Sense of Urgency
Set a challenging goal with a deadline
Set a challenging deadline for a goal
Make yourself accountable
Recognize the dragon and slay it
Win the Princess
Behave with urgency everyday
Identify & remove all urgency killers
Managing People is like herding Cats!
Attribute 2: Strong focus on People Management
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Reality Check!
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Managers Make a Difference!
5.02
3.62 3.54 3.413.17 3.16
0
3
6
Impo
rtan
ce S
core
The single most important attribute in career decisions is manager quality -- least likely to be traded away for any other attribute
Source: Corporate Leadership Council, Workforce Commitment Series, vol.3 pg.17
ManagerQuality
Recognition CoworkerQuality
Empowerment WorkChallenge
Cutting-EdgeWork
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People join corporations, but leave managers!
Gallup Wisdom!
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Unconscious Conspiracy?
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People Management
Discovery Three
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How many of you believe you have a robust people management process in your
organizations?
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Oh.. Really?
Documented process for selection of people managers “First 30 day as people manager” document Well designed learning journey for people managers People management goals and their audit Performance score-card for people managers Overall rating subjected to people management
scorecard 360 degree feedback mechanism Elevator pitches on key themes Formally trained for difficult conversations Reverting bottom 10% as Individual Contributors
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Shaping Good People Managers
Celebrate rolemodels
Raise the bar
Equip Skills ProvideOpportunity
Feedback
Reinforce
Why & How
Start here
ClarifyExpectations
Revert as IC Exit politely
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People Manager Scorecard
1.0 Hiring & On-boarding
1.1 Approved head counts are hired on time
1.2 All hires come within the budgeted costs
1.3 New joiners are placed against billable positions
2.0 Induction & Orientation2.1 All new employees covered in NEO within 4 weeks
2.2 Buddy program for new ee’s implemented effectively
2.3 Feedback from ‘pulse-check’ acted upon promptly
3.0 Performance Management3.1 Goal-setting completed for new ee’s within 30 days of joining
3.2 Goal-setting completed for existing ee’s within 30 days closing previous year’s appraisal
3.2 Appraisals closed out well and within the appraisal cycle and timelines Mali / NASSCOMHR / HPC / 24-07-13
People Manager Scorecard… contd
5.0 Employee Communication & Delight 5.1 Regular & Periodic one-on-ones and skip levels are held
5.2 Employee delight survey action plans are well implemented
6.0 Retention Management 6.1 Employee Attrition is contained within agreed to limits
6.2 HR policies and programs are implemented effectively
4.0 Training & Career Development 4.1 Quarterly Training plan for teams finalized 4.2 Training nominations are realized (zero drop-outs) 4.3 Career plans are in place for all identified top talent 4.4 Top talent are assigned with identified mentors
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Attribute 3: Robust Dialogue
Openness
Candor
Informality
ClosureSource: “Conquering a Culture of Indecision” by Ram Charan – HBR- April 2001
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Robust Dialogue
Discovery Four
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Case for telecommuting Case of mid-term across the board correction Case of performance challenge Case of competency roadmap for HR team
Pick one for real play
5 + 5 for play & 1 + 1 for feedback
Cadence of Accountability
A working definition of integrity Well defined goals and milestones Regular reviews Holding each other accountable
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Cadence of Accountability
Discovery Five
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Traps of Non-action
Overwhelming Demands
InsurmountableConstraints
Unexplored Choices
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Pillars of High Performance Culture
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The Four Pillars
Manager Mindset
Strength-based Conversations
Deep differentiation
Feed forward as reinforcement
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Manager Mindset
Pygmalion
NIGYSOB
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How did Pygmalion effect come about?
Pygmalion was a sculptor & king of Cyprus Galatea was the beautiful ivory statue of a
woman Pygmalion sculpted and fell in with love Galatea comes to life and marries Pygmalion The powerful influence of one person’s
expectations on another’s behaviour has long been recognized by physicians and behavioural scientists and more recently by teachers
Enthusiasm and apathy- both are infectious!
Mali / NASSCOMHR / HPC / 24-07-13
Pygmalion Mindset
• Trust people and their capabilities• Coach and develop• Set high expectations and communicate them• Build support systems• Do not focus on weakness• Do not waste too much time on failures• Provide genuine & valuable feedback
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Dr Rosenthal on Pygmalion Effect
Thought Leadership video 2
Pygmalion Effect
What managers expect of their subordinates and the way they treat them largely determine their performance and career progress
A unique characteristic of superior managers is the ability to set high performance expectations that subordinates fulfill
Less effective managers fail to develop similar expectations and as a consequence, the productivity of their subordinates suffers
Subordinates, more often than not, appear to do what they believe they are expected to do
Source: Pygmalion in Management – HBR (July-Aug, 1969) by J. Sterling LivingstonMali / NASSCOMHR / HPC / 24-07-13
Key messages
Common Illusions: Managers are more effective in communicating low expectations to their junior than their high expectations, though managers believe exactly the opposite!
Impossible Dreams: Managerial expectations must pass the reality test before they translate into performance
Key to Future performance: The early years in an organization, when young people can be strongly influenced by expectations are critical to determining future performance and career progress
Mali / NASSCOMHR / HPC / 24-07-13
Key Messages
Most Influential Boss: A young person’s first manager is likely to be the most influential in that person’s career
Astute Selection: While success in business sometimes appears to depend on the luck of the draw, more than luck is involved when a younger person is selected by a superior person
Disillusion & Turnover: While high level of economic activity & shortage of skilled people have made job-hopping easier, the underlying cause are underdevelopment & underutilization of a workforce that high career aspirations
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Strength-based conversations
Strengths
Weaknesses
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Gallup survey reveals….
Globally, only 20% of employees working in the large organizations surveyed feel that their
strengths are in play every day
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Martin Seligman
40,000 studies on depression, but only 40 on the subject of joy, happiness and fulfillment
“Psychology is half-baked, literally half-baked. We have baked the part about mental illness. We have baked the part about repair and damage. But the other side is unbaked. The side of strengths, the side of what we are good at, the side….. of what makes life worth living.”
Mali / NASSCOMHR / HPC / 24-07-13
The irony!
Doctors have studied diseases to understand health
Psychologists have investigated sadness to learn about joy
Therapists have looked into causes of divorce in order to learn about happy marriage
Schools & workplaces around the world have encouraged us to identify, analyze and correct our weaknesses in order to become strong
Mali / NASSCOMHR / HPC / 24-07-13
Flawed assumptions about people
Each person can learn to be competent in almost anything
Each person’s greatest room for growth is in his or her areas of greatest weaknesses
Organizations focus the performance of its employees by legislating the work style
Organizations spend most of their precious money on trying to plug the gaps in employee skills or competence
As long as organizations operate under these assumptions, they will never capitalize on the strengths of their employees! (Gallup)
Mali / NASSCOMHR / HPC / 24-07-13
Peter Drucker on Managing Strengths
Effective executives fill positions & promote on the basis of what people can do
The idea of ‘well-rounded’ people is a prescription for mediocrity
To staff from what there is not and to focus on weakness is wasteful- a misuse, if not abuse, of human resource
To try to build against weakness frustrates the purpose of organization
Mali / NASSCOMHR / HPC / 24-07-13
Peter Drucker’s 4 golden rules
Jobs are not created by God! Any job that has defeated 2 or 3 men in succession must be assumed unfit for human beings; it must be redesigned
Make each job demanding & big. It should have challenge to bring out whatever strength a man may have
Start with what a man can do rather than what a job requires
To get strength, one has to put up with weaknesses
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Benjamin Franklin
Wasted strengths are “sundials in shade”
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Marcus Buckingham on “focusing on strengths”
Thought Leadership video 3
Pillar 3: Strong differentiation
Darwin
Gresham
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Rewards & Recognition
Differentiate
Decay
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Concerns with differentiation
• It may be misused• Differentiation is mean and bullying!• Differentiation pits people against one another &
destroys team work• Differentiation is culture dependent• Differentiation demotivates the massive middle (70%)• Differentiation favours people who are energetic and
extroverted and undervalues people who are shy and introverted!
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Development
Chess
Checkers
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Pillar 4: Practice Feed Forward
Feedback
Feed-forward
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Feed Forward
Discovery Six
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Marshall Goldsmith on “Feed Forward”
Thought Leadership video 4
Problem with Feedback
• Successful people do not enjoy feedback• We accept feedback that is consistent with our self-
image and reject feedback that is inconsistent• Feedback focuses on the past• Feedback reinforces the feelings of failure• People who receive negative feedback close ranks,
turn into their shells and shut the world down• Feedback only tells us where we are and not where
we need to go
Mali / NASSCOMHR / HPC / 24-07-13
Feed Forward (FF)
We can change the future It is more productive to help people be right than to prove they
were wrong FF is suited to successful people It can come from anyone who knows about the task People do not take FF as personally as feedback FF reinforces the possibility of change Most of us hate negative feedback FF can cover almost all the same material as feedback FF tends to be much faster and more efficient FF can be applied with managers, peers and team members
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Shaping High Performance Culture
Clarify
Communicate
Model
Align
Engage
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End Note!
“Great managing is not about transformation-if you dedicate yourself to transforming each employee into some predetermined perfect version of the role, you will wind up frustrating yourself and annoying the employee.
Great managing is about release!”
Source: Marcus Buckingham in “One thing you need to know”
Mali / NASSCOMHR / HPC / 24-07-13