The Lean Leadership Communication ChallengeCommunication Principles and Practices that Catalyze ExcellencePreconference standalone slidesv. 2

1At first glance

it appeared to be a normal workplace

but something was missing.

What was it?

Gradually I realizedthey lacked...Drama is wastePaul Akers

.DRAMA!

They didnt need phrases forHow to deal with difficult peopleHow to handle gossipHow to address manipulative coworkersHow to cut through defensivenessHow to get a sociopath to behave like a normal personHow to get people to do their job

DRAMA MANAGEMENT

They were eager to learn aboutHow to present compelling visionsHow to tie steps into your visionHow to add flow to your messageHow to add interest How to create effective communication standards and agreements How to give useful feedbackHow to brainstorm ideasHow to say more with fewer words

OPTIMAL COMMUNICATION

Without the waste of...I got to share my best stuff!!!DRAMA

What createsDRAMA?No compelling vision to aspire towardConversations center around egos, not purpose

No clear strategy to achieve a visionEfforts become haphazard

Not safe to tell the truthThe truth might blow your cover or be manipulated

Not being told the truthSecrets and spin keep people guessing

Poor leadership

The number #1 leadership quality isHONESTY

Which requires HUMILITY*

* Which can be defined as selflessness

A close second is

VISION

Your True North is yourThe purpose of a company is to improve the quality of life of the customer Money is a byproduct of doing that wellWhat is your true north?

WHY!

The vision is NOTVision, or True North does not changeThe path does changeKata, or how you discover the path does not change Nothing succeeds like imperfectionwhenstumbling blocks are everyone's stepping stonestoward a shared vision

the PATH

13Incident Commander Rich HarveyWe didnt care that he couldnt name the communitieshad VISIONand HONESTY

Forest Supervisor Jerry MarrThe changing winds werent in the planwon our hearts with HUMILITY

Strong leadersWe dont know what the fire might doAt no point did we ever lose hopeThe longer this fire burns, the better we get to know ithold the VISIONas they ADAPT

16Strong leadersI dont have time for tact

I cant afford to have people fear meDont feed EXECUPHOBIA

17The Counterintuitive Power of I dont knowWhy its a Three-Word PowerPhrase for Innovative Leaders

We like toLook good 2. Be right

look good and be right

Which meansHave all the answersBe the only one who knows anything Take all the credit and none of the blame

we think we need to:

But do you really know whats around that bend or over that horizon?

Where is yourthreshold of knowledge?What do you do when you arrive atDo youFeel threatened when people see things you dont?Make stuff up?Pretend to know?Express guesses as truth?Pull rank and get angry at anyone who questions you?Pressure people to take your word for it?

I dont know?

How comfortable are you saying

I DON'T KNOW

Lean Leaders knowStop trying to look good and be rightSpeakStrong about what you do know (hold the vision)Are willing to use the PowerPhrase: I DONT KNOW Embrace the journey of discoveryyou look great when you

Thats freeing. It also isIt frees you to be authentic about the threshold of knowledgeThat frees you to iterate beyond your current limitsThat frees you to get real answers

GREAT LEADERSHIP

It helps you avoidWhen the escalator fails, do people stand waiting for someone to fix it, forgetting that a failed escalator is a staircase?

Watch this at:www.speakstrong.com/character-based-communication/289-failure

Escalator Failure Syndrome

Why Iteraters Make Better Leaders, Learners and LoversI came, I saw, I iterated28Lean can bea fixed state or goal (Being lean)a set of tools or methods (Doing lean/ toolbox lean)a philosophy (Lean thinking)a continuous change process (Becoming lean through kata)Are you an iterater or planner?Iterater sayings:Lets try it outPick a direction and goIf all else fails I might read the instructionsWe fail forward fasterIf at first you dont succeed, try try againI did not fail, I iterated

Planner sayings:Planner sayings:Lets think it outPick a direction and planStudy instructions and implement perfectlyFailure is finalFailing to plan is planning to failYou succeed or you fail

30

30Are you an iterater AND a planner?Know when youve moved from knowledge to speculationLet speculation trigger iterationLet iteration trigger observationLet observation provide informationGo back to step one(This is an Improvement Kata a practice that develops skill.)

31

Plan to iterate

The Marshmallow ChallengeVideohttp://www.youtube.com/watch?v=H0_yKBitO8MWhy did kindergarteners do better than business school grads?Business students are trained to find the single right plan. And then they execute on it. And then what happens is, when they put the marshmallow on the top, they run out of time, and what happens? It's a crisis. Sound familiar? What kindergarteners do differently, is that they start with the marshmallow, and they build prototypes, successive prototypes, always keeping the marshmallow on top, so they have multiple times to fix ill-built prototypes along the way. Designers recognize this type of collaboration as the essence of the iterative process. And with each version, kids get instant feedback about what works and what doesn't work.Tom Wujec33

They ITERATED

Why do iteraters make better leaders and learners?Iterative leadersProvide direction without pulling rankCreate a compelling vision to inspire focused aspirationReceive and adapt to feedbackHonor the discovery processEncourage people to find their own approaches, styles and answersRecognize brilliance and leadership potential at every levelMake it safe to be honestIterative learnersCombine instruction with exploration to develop their own understandingWilling to try things that might failDont try to force reality into distorted expectationsBuild on ideas to keep learningSubmit raw ideas and drafts for inputTest ideas early and oftenAre playful and creativeLearn when reality doesnt fit their picturesNot trying to prove themselves, or to project an imageNot jockeying for power34

Why do iteraters make better lovers?Lets see what happens if weNo expectations, lots of expectancy

35

See previous slideShu Ha Rifirst learn the basics, then question them, and finally find your own path

The cycle of learningNot Performances of ProwessId rather be iteratingIteraters have more funIteraters get more doneMaking the world a safe place to iterate inKata: The cure for il-iteracyIteraters know, being a beacon of light in the world doesn't mean being a beacon of perfectionImprovement happens one iteration at a timeI didnt fail, I iteratedDont wait, iterate!One good iteration deserves anotherI came, I saw, I iterated Don't speculate, iterate!Planning to iterate is planning to discover, lead, learn and succeed37Journeys of Discovery

The days of either/or are overThe iterative days of plan, do, check, act are hereAnd that requires new communication habits

And the embrace of

The Power of ParadoxAnd the opposite is also true

Whoda thunk?Slow down to speed upPlan to succeed by planning to fail wellLess is moreGoing forward often requires going backwardThe biggest failures lay the groundwork for the biggest successesCollaboratitionRespect people by challenging them

Paradox

Its a lot to juggleLinear / outcomeStructureAuthorityRulesFormulasOne wayBlack & whiteExperts

Constellar / processCreativityCollaborationGuidelinesPossibilitiesOptionsNuanceExpertise

Leaders Unify Perspectives

Weaving the seemingly unweavable

A bit like choreographing Cirque-de-SolielMulti-dimensional

43We were between worldsLinear / outcomeStructureAuthorityRulesFormulasOne wayBlack & whiteExperts

Constellar / processCreativityCollaborationGuidelinesPossibilitiesOptionsNuanceExpertise

Industry leaders lived in both

Still in Process45And THAT is the Lean Leadership

Communication Challenge

Whats the Difference Between a Reaction and a Response?

Whats the Difference Between a Reaction and a Response?About 3 Seconds

That gives time toConscious reactionConscious responseUnconscious reactionUnconscious responseStop, Drop and Choose

Stop reactingDrop resistanceChooseTurn problems and complaints into magnets for focused aspirationThe Flipping Point

50Its BasicFocus on what you want more than what you dont wantCreate a compelling visionThen, strive toward that visionExample: We want to collaborate freely. How might we move our discussion forward in that direction?

Communication Wisdom

Its a Common strive to eliminate what we dont want criticize and complain about how things are focus on what we dont want more than what we do wantpressure and drag

Communication best Worst Practice

Define what you WANT withIdentify problems, concerns and complaintsbut dont stop there!Flip that to create your vision Example: We DONT want to worry about credit when we share ideas. Instead, we DO want to collaborate freely Strive toward that visionHow shall we move our discussions forward in that direction?

The Flipping Point

Whats bugging you?Those little irritations are your key to your next improvement

Find The Flipping Point

What do you want instead?

The push of problems isnt as powerful asAdd the element of striving toward a higher state to trouble-shooting conversationsThe pull of perfection

Focused aspiration Guide and magnetize:Phrase stems: I dont want I do wantA first step to get there is

Conversation Compass

Flip conversations forwardAim your effort toward what you aspire to create instead of what you desire to eliminate

Stop, drop and choose

Stop. Drop. ChoosePowerPhrases use leanprinciples and practices to say more with lessLean Speaking

May Your Vision beA long-range vision focuses thinking and doing in lean effortsA long-range communication vision does the same. Imagine communication perfection. How do you describe it?What does it sound like?Clear and Compelling

Pull CommunicationPush communication answers questions no one ever cared to ask. It uses pressure to push in. It uses rank to enforce.Pull communication responds to interests and needs. It uses attraction to draw out. It uses vision and expertise to influence.

May the Pull Magnetize

Flow CommunicationFlow Communication has a smooth, even current of ideas. Ideas unfold and information is presented in a logical and intuitive stream.You dont start with the punch line, and then go to the setup

May the Flowbe With YouJust in time CommunicationJust-in-time Communication times information to reach the recipient as close to their actionable time window as possible. It delivers the message based on readiness.You dont download your whole day the minute your spouse walks in the door.

May Time be on Your Side

Kata TalkThe improvement kata is a routine for moving from the current situation to a new situation in an iterative, directed, systematic way.Communication kata establish routines to improve communication flow and develop communication skills iteratively and systematically.

May Kata Catalyze Collaboration

You have a lean manufacturing practice...

Why not develop a lean communication practice?

Communication Kanban Communication Kanban are words and situations that trigger the need for conversation, information and communication kata (practices)Sarcasm triggers a communication practice that flips the dig forwardMay the Kanban Signal You

StopDropChooseMistake-proof CommunicationPoka-yoke Communication includes spell-check, email attachment checkers, reflective listening practices and communication checklists.

May Poka-Yoke Protect YouVisual CommunicationVisual communication relays information with visual signals instead of texts or other written instructions.Like the Menlo Innovations sticky-note print pathMay Visuals Guide You

Communication Sorting (Seiri)If a word or idea doesnt add, it goes. A PowerPhrase is as long as it needs to be and no longer. Say it and shut up. Yep. Shut up.

May Sorting Simplify Your Communication

Communication Straightening (Seiton) Have a place for every word and every point. Put every word and point in its place. Maximize communication flow toward the vision. Create headers to highlight developing themes. Order your points logically with bullets. Check individual sentence structure for flow.Let your message unfold rather than pushing it.

May Straightening Free Your Verbal Flow

Communication Shining (Seiso)Polish your words to perfectionRevisit and revise and add to the shine and sparkleUse a full range of communication polishing toolsMay Shining Polish Your Presentation

Communication Standards (Seiketsu)Establish customized Communication Standards to guide communication toward your visionAdapt, adopt and apply PowerPhrase formulas to important communications Develop your own communication formulas, templates etc.

May Standardizing Align Your Communication

Continuous Communication Improvement Sustain (Shitsuke)Maintenance is inherent in kata questsKeep striving toward your vision of communication perfectionUpdate your communication formulas and templates as you learnMay Kata PerpetuateImprovement

Your Lean Communication Journey:Illuminating DiscoveriesSuccessful QuestsUncompromising CollaborationsMay it be SUCCESSIVE

What questions have we been asking here?These are the same questions others will ask you. ???Conference questions*Where do we start?What does that look like?What are the pitfalls?How do I bring this back to my people?How do I get others to see what I see?* Ill customize these at the conference for this groupPlan your conversationsWhat conversations have you planned for when you get back?What will you say?How will you polish your words?Say what you mean and mean what you say without being mean when you say it

Start with yourself

Your own doubtsYour own questionsYour own vision, dream and enthusiasmYour own strategySay what you mean and mean what you say without being mean when you say it

Start with your own authenticitySay what you mean and mean what you say without being mean when you say it

Your own confusion and doubts remaining quests are resources for the teamSay what you mean and mean what you say without being mean when you say it

Keep it SimpleSimplifying isnt dumbing downLess is moreCustomize to: who, what, when, where, why and how

Say what you mean and mean what you say without being mean when you say it

Pre-call ObjectionsIm busting my butt and dont have time.We tried that before and it didnt workWeve always done it this wayWhats up with all this Japanese?Theyre just gonna set hoops for us and walk awayI could do this if it werent for themThis is HAAAAAARD!

Say what you mean and mean what you say without being mean when you say it

Share BenefitsEveryones favorite radio station is WII-FMWhat is in it for me?Experiencing is believingWhats in this for you is

Say what you mean and mean what you say without being mean when you say it

Plan PhrasesYou know I attended a lean conference. Do you have any concerns about changes I might make?We tried some things in the past that meant more work for you and we didnt give you the support. This time will be more operator focused.I understand why that might be a concern. Ive talked to others who ran into that and they found(Feel, felt, found.)Say what you mean and mean what you say without being mean when you say it

Invite Open CommunicationI need to hear about problems quickly so we can address them sooner. If I say or do anything that makes you hesitate to tell me about an issue, let me know.I want nothing between me and the truth of whats going on. (Including my own ego.)

Say what you mean and mean what you say without being mean when you say it

Engagement QuestionsWhats the dumbest thing were doing right now?What would you do differently?Whats bugging you? How can we fix it?What are we making harder than it has to be?Say what you mean and mean what you say without being mean when you say it

Share and Alchemize Mistakes Lets not waste a good crisis. This will show us our weaknesses.It isnt failure as long as were striving toward out vision and learning from mistakesThat wasnt the response we were going for, but it was the response we got. What can we learn from it?Were going to try some things that dont work before we find ways that do.

Say what you mean and mean what you say without being mean when you say it

Invite InputI could use your help on this.How does this look from where you sit?Its my decision to make, and to make it well, I need honest input from everyone

Say what you mean and mean what you say without being mean when you say it

Paint PicturesImagine a world whereI dream ofAn example isHeres what it looks like to me

Say what you mean and mean what you say without being mean when you say it

Share your excitementJerry Bussell thinks lean will bring a renaissance to American business. He was pretty excited when he told us that!!!

Can you honestly use words like thrilled, delighted and electrified? If you can, do it!

Say what you mean and mean what you say without being mean when you say it

Excitement PhrasesI want to make my company the best company in the world to work for I see this as having the potential of revitalizing American industryIm so excited about this that I might need you to tell me if Im over the top

Say what you mean and mean what you say without being mean when you say it

Tell storiesThe aha moment can come from something as simple as hearing about how a team leader didnt just give his employee a new bottle of glue.He didnt just tell the employee how to keep the glue from getting clogged. He showed him how to figure out how to keep the glue from getting clogged again.

Say what you mean and mean what you say without being mean when you say it

Give examplesMake a pointElaborate on the pointIllustrate the point

Say what you mean and mean what you say without being mean when you say it

ShowI tell and doI tell, you doYou tell, I do

Say what you mean and mean what you say without being mean when you say it

Use ImageryThere is an oak tree in an acornCan you see it?If you can, youll better care for the seedImagine that!

Say what you mean and mean what you say without being mean when you say it

Get ConcreteCome down from the clouds of abstractionInto the concreteness of daily activityUse action stepsAnd clear directivesSay what you mean and mean what you say without being mean when you say it

Drop RankRemember the Millennial (Gen X) definition of a leader a collaborator with experience and decision-making abilities.You might not take collaboration to that level, but pulling rank doesnt work anymore. (If it ever did)

Say what you mean and mean what you say without being mean when you say it

Plan Your Phrases Share personal concerns, insights and enthusiasmAnticipate objectionsAnticipate benefitsAsk questionsTell storiesGive examplesPaint a pictureUse imageryOpportunities in problemsAcknowledge their expertiseQuestionsClarify rolesSay what you mean and mean what you say without being mean when you say it

And enjoy drama-free, waste-free communicationSimple, clear and lean