Best practices

Last week Denise Wakeman send a personalized video to a select group of mentees. .. me included. We are nearing the end of a year long program with the Blog Squad and Denise was giving us a fourth quarter pep talk.

I am telling you this for two reasons: one is to give you an example of the gifts of the Denise’s MBTI preferences and the other is to give you a couple of great ideas for your own business success.

A  message from an ISTJ  in three clear concise points:

Denise has a self-identified preference for ISTJ. True to the gifts of the dominant Introverted Sensing function of her type Denise distilled ten months worth of discussion into three simple points. She gave encouragement to engage in three daily activities all directed toward an end goal that has been our focus of attention – that of  building online visibility. These activities were specific and Denise included the details of “how to” do each one. They were all things that we had discussed in previous phone calls and teleseminars and they were all things that we could measure.

One of these items was to post to our blogs consistently. Denise also suggested using a schedule so that we planned our posts perhaps having a few different categories of posts that we offered on a regular basis. For example tips on one day, stories and lighter fare on another day etc.

I am sharing this here because of the three tips Denise gave this  blogging schedule tactic will be the biggest challenge for my ENFP “in the momentness”.  As for the rest of the tips may I direct you to the source – to Denise and Patsi. If you are in business for yourself you really ought to know them.

Also if you are in business period-of any kind -taking a page from the gifts of Introverted Sensing will give your work habits a boost. The ISTJ is realistic about their work. They can estimate the time and resources required and manage them well so that they see the project through to completion.

The power and punch of a personalized video

I also wanted to mention the impact of Denise’s personalized video. What a great way to connect with clients, colleagues and potential business partners. I could see Denise’s sincerity. Her message was clear and compelling -especially for me since I use both Visual and Auditory cues in learning and this way of communicating gave both. It also was unexpected and showed a real commitment to our success that an email alone wouldn’t convey.

Thanks Denise – I’ll report back about the scheduling aspect of blog posting – it might take another video.

Over a period of an hour this week I watched a parent interact with their young child. I don’t know the adults MBTI type but what I observed would lead me to believe that they had preferences for Thinking and Judging. What I do know is that they spoke in an even unemotional manner, efficient with their language and got straight to the point. Their child was like champagne bubbling over effervescent and enthusiastic… non-stop questions and requests plus dancing, jumping and twirling. Many times in the hour the adult said NO to the child. NO you can’t do that. NO I won’t do that with you. NO… STOP… DON”T.

On the one hand I appreciated that they were being a good parent by setting out clear boundaries. What it also did raise for me is a couple of questions. What happens when a parent and child are personality opposites and there is more to the picture than simply guiding appropriate behaviour? The parent has the power and authority in this relationship so they could potentially stifle or thwart their child due to a lack of appreciation of differences. Something that an individual might take care to adjust to on a work team might simply be trumped in a family dynamic. MY HOUSE … MY RULES. I have been guilty of that many times over.

I think that it is worthy of some thought… giving family members the same respect and latitude as we would a colleague and appreciating their perspective would go a long way to creating harmony, self esteem and developing personal responsibility and mutual appreciation.

It is also never to late to start. I remember a discussion between 50 year old and their 80 mother. These two were opposites in many respects- an INTJ son and ESFP mother. They had never contemplated personality type differences previous to this conversation. It was an amazing moment when this lovely caring woman grasped how she may have impacted her (now very accomplished adult) son. Giving him more space to be quiet and by himself in their visits together at the family cottage suddenly became something that she understood and not something to take personally.

Imagine seventeen creative people in one confined 20 x 30 foot space for five days in a painting workshop exploring non-objective painting. Interestingly non-objective painting is a very personal and internal experience. My perspective on it is that you have to know who you are, know how to handle the materials and then surrender to the process – letting it flow through you. It is not for the timid or faint of heart.

Given that context, imagine the effect of people having animated (in other words LOUD) conversations about topics both trivial and profound on those engaged in this deeply challenging process and then consider what that might be like for an Introvert.

Here is my observation of 3 Introverts and how they coped in this scenario.

Introvert #1
This person was the only person who actually disclosed their type as INFP. They must have been out of preference in one area on the Extraverted side because they were a “frequent talker” and one of the more vociferous people in the group. How did they handle their need for Introversion? At some point earlier in the day than most, they were simply DONE for the day. Their energy had run out and they left the workshop early in order to refresh or regroup for the next day.

Introvert #2
As well as there being an on-going flow of conversation, there was also music which was mostly jazz or classical. One person was really suffereing as a result of all the external stimulation, but didn’t say anything until Day 4 when they simply couldn’t take it anymore and made a request to the teacher to ask for quiet. Unfortunately for them that was only a temporary respite as people slowly returned to their chatter. I was close enough to hear the moans of frustration that quietly punctuated the air – more like commas or parenthesis than exclamation marks. A second request for quiet was never made.

Introvert #3
This person had a whole strategy in place. They chose a workspace that was at the end of the row of tables closet to the open unused space and facing a wall. They also had an ipod in place for most of the workshop. Not only did they get to listen to sounds of their choosing but people did not approach them for idle conversation. It was as if they created a bubble for themselves within the very active environment. In addition they painted through the lunch break while the rest of us were gathered at a group table for more chat. When it came time for demos or critiques they were fully present and contributing. They were very intentional about managing their energy and yet engaging enough to be social.

This third example models being aware of your needs and taking responsibilty for having these met in a way that does not take away from the experience for themself or others. While I think that an ipod is a brilliant idea, it is for each person to assess the situation and have a plan for coping in the best way possibility. It is not necessarily about the mechanism – Intentionality is key.

FYI – here a clip of my class
http://www.youtube.com/watch?v=_hNFDdoi75Y

Imagine a work environment where everyone has their MBTI type label posted on their office door. This may strike some as just terribly efficient. But no No NO NOOOOO…this is just bad practice and a misuse of the MBTI or any other assessment tool IMHO.

People are NOT any label that you might hang on them, and this way of viewing the use of assessment tools does a disservice to everyone. MBTI professionals are very careful in their language to make the distinction. They will talking about “those with a preference for Extraversion” as opposed to “those who ARE Extraverts”. People are wonderfully complex and they definitely should not be limited by any label. People HAVE a preference – they AREN’T their preference. This distinction matters.

When you hang a sign on a door that limits possibilitites for genuine engagement. People can make all kinds of false assumptions based on too little information and misunderstanding. It is an act that separates us from each other rather than building true connection and compassion.

Knowing that someone may have a different type helps me to understand how they process information and make decisions differently from my way of being. I don’t have to take their behaviour as a problem or weird or even better than mine – simply different. If I spend some time observing myself I may even come to appreciate the benefit of how their type handles some situations where my way of processing may have blind spots.

Yes – use the MBTI to learn how to communicate with other styles. Yes – use the MBTI to find work that fits your natural ways of being. Yes – use the MBTI to learn to see and appreciate each other and to share in a way that builds trust. This approach involves real conversation about our different perspectives and a desire to learn and understand those with whom we work. Putting type labels on office doors may do the opposite – contributing to judgment and alienation. Don’t do it even if you think people will be okay with it – it may seem harmless but it isn’t.

The fallacy of going it alone
Independence has often been heralded as an essential quality – overtly for entrepreneurs and as a sub-text for others such as high performers on their way up the corporate ladder similarly for senior leaders. It is part of a particular mindset that one can associate with words such as ‘go-getter,’ ‘self starter,’ ‘fast track,’ and that oh so “’08” word ‘maverick.’

The Reiss Desire Profile of Motivational Tendencies, an assessment of 16 core motivators, helped me to see the role that Independence plays in my own behaviour. The old adage about your biggest strength if overused becomes a weakness holds true when it comes to Independence. Since my pattern is to be unconscious about asking for help, I need to be intentional about creating ways to reach out to others.

Changing Landscape
Everywhere you look, you find moment to moment examples of the increasing levels of complexity that face us on a personal and organizational level. You have to navigate through new technologies that impact how we communicate and process data. Even if you are a techie there can be a certain fatigue or unnatural over-excitement and dissatisfaction that come from being on this treadmill. Client needs are continually expanding while resources are often dwindling. There comes a point where you realize that you cannot do it all by yourself. Even if you could, you run the risk of being blindsided that you didn’t anticipate.

An important part of your strategy
Here’s where “reaching out” steps into play a critical role. Who do you turn to when you need some input that you can trust? Before you get to the point of overwhelm there is tremendous value in being intentional in creating a community so that you are not working in isolation. I don’t have one definition to offer for community but I have a list of examples of places where I reach out. You might find an idea to try.

• Mastermind: Typically of group of 8 to 10 from diverse business backgrounds that meet once a month to talk about their business challenges.
• Trusted Advisors: People who know your work as a result of collaborations or parallel interests and are open to being in conversation with you about things you may be considering. They may or may not be friends but they are people that you can trust and who you know will give you the straight goods and who also appreciate your support and input.
• Professional Associations: Meetings and conferences offer learning opportunities
• Virtual Communities: Online discussion forums where you can get instant input often from a global community
• Learning Community: These may take various forms. I have two groups that I value. One is a group that has continued to meet 4 years after a coach training to share best practices and new learning. The other is within the consulting company where I am an associate where professiona l development and ongoing group learning is an embedded value and practice.
• Board of Directors: An idea that is not just for corporations – When you are considering a major shift think about convening a group of knowledgeable individuals from various arenas to guide you. You may be surprised at just how willing people are to help if you approach them in the right way.
• Your clients and customers: Perhaps you greatest source of help, support and information if you ask.

Before you reach out to others consider how to truly benefit from this approach:

1. Set aside the role of expert
2. Listen objectively without need to judge or justify
3. Allow space for input to percolate and for new ideas to emerge
4. Try out the ideas that a fit before you have every wrinkle resolved. Senge, Scharmer, Jaworski and Flowers espouse the value of prototyping in their work “Presence.” You will know quickly enough whether to adjust or abandon an idea.

Reaching Out has beneficial side effects:
Not only do you get a clearer perspective on the big picture and pieces that may be blind spots for you, but also in the long run you end up with a better result than you could have by clinging to “going it alone”. There is also a paradox at play. When you are honest in bringing a genuine question to the table it builds trust and confidence in your capabilities rather than diminishing your position.

What business are you really in?
Zappos.com is a company that has come to success by selling shoes online. Just think about this as a business model – “shoes online”. Fit and appearance are so important to buying shoes and impossible to identify by looking at an image. What Zappos has done is build the whole organization on the idea of providing excellent customer service. As CEO Tony Hiesh points out, “We`re continuing our focus on service, which includes 24/7 customer service, free overnight shipping and free return shipping with a 365-day return policy”. If the shoe doesn’t fit you simply return it free of charge.

Does your culture match your goals?This principle of care permeates every aspect of the business. New applicants are screened very carefully to make certain that they will be willing to do what it takes to deliver customer satisfaction. Each employee is trained in every aspect of the operation so they know how to navigate to a solution for the person buying the shoes if there is a problem or special need. As Tony Hsieh points out, “If you get the culture right, a lot of the other stuff will take care of itself.”

There are several videos on youtube that capture the atmosphere at Zappos headquarters. People are having fun doing their work and appear to be well taken care of. Food is available at no cost to the employee. There is a nap room and dance machine near the foyer. The team spirit is evident – you would recognize it even after hours by the personal touches and obvious “signs of life” everywhere. Employee care equates to customer care. There is no incongruency here.

A Tour of Zappos

Vision from the top
Tony Hsieh is an INTJ which means that he can see endless possibilities which are translated into a strategic vision and systematized to realize the vision through objective rational decisions. The INTJ understands the role that teams can play if well managed as part of a complex system. The culture that was created at Zappos is aligned with the goal of customer service. The culture is not a reflection of how Tony’s INTJ type appears to the viewer. The strategic focus and day to day steady assurance of the INTJ is what allowed this culture to be created and sustained. Tony engages others to implement his vision.

Consider both culture and fit when hiring
The implication of this for our own businesses or careers is to determine what type of culture we need to align with the service that we provide and for our ideal customers needs. We do not need to go counter to our MBTI type and become something that we are not in order to create a culture that works. What we might wish to pay attention to is to choose to work with those whose natural strengths support our stated goal. Just like shoes “fit” is important – it is important to find the right person who is right for the role and can also contribute to the culture.

Managing inventory key to retail
In retail, managing inventory is a critical part of bottom line success. My husband is a retailer, son of a retailer, brother to a retailer and uncle to retailers so you see this concept is the same as breathing in our family.

What defines inventory?
My work falls a little outside this retail realm. As well as doing leadership development coaching I paint and up until recently I was a partner in a gallery in Toronto’s Historic Distillery District. So I have to admit that I find it a challenge to think of my paintings as inventory.

Get real then get creative
I had a rude awakening this Fall when I was actually having trouble getting to my laundry room because paintings were stacked three deep on both sides of the basement hallway. My patient retailer husband suggested a yard sale. Before I almost had a hemorrhage at that cheeky idea, I did have a creative thought and entered the local annual art tour the last weekend in November and put most of my paintings in a silent auction. My final tally showed that I sold 44 of the 74 paintings that I hung in the show.

Win / win
Some of these pieces went for not much more than the cost of materials which could have been a heart breaker until I looked at who bought. Some of my friends’ kids who are going out on their own now have paintings rather than posters. Others who were feeling the current economic pinch were thrilled to actually find something they could afford. Best of all I have freed up tons of creative energy and some cash to buy supplies.

A personal lesson for the future
As an ENFP who makes decisions based on values and whether an action lines up for me in my inner world this was initially a tough call. My inner dialogue was telling me that I had worked hard to build my reputation and that it had taken me years to get my prices to a certain level. How could I go back to prices that I charges 15 years ago? I was also telling myself that the art world had different (special?) rules that certainly didn’t involve the word “inventory”. We are talking beauty, mystery ….art not merchandise.

Freedom
Giving myself permission to get over myself and have some fun ended with a great result. Not only is inventory management good for the bottom –line, clearing old work was good for releasing creativity. It feels like freedom.

At some point in the development of your business or career the amount of work coming across your desk or in your in-box will require new strategies and delegating can be well worth the effort to let go of something you have done “forever”.

This week I was a visitor to a MasterMind group to talk about finding and operating from your genius (or unique capability). We had a lively conversation about the need to do things yourself either in order to have control or to get them done RIGHT. During the discussion we talked about what to say YES to and what to say NO to in building your business or managing your daily workload. While the goal is to free up more time and energy to do the things that are aligned with your natural creativity, there is still a reluctance to let go of the things that we do well even if someone else could do then just about as well aka good enough.

If you have a preference for Judging, you naturally gravitate to making decisions. Order follows as a result of having things decided. Those who have a preference for Perceiving defer making decisions as they keep options open. These two preferences lead to very different working styles and may be something to negotiate when you are delegating work to others. The focus needs to focus on the success criteria for a job well done rather than managing every aspect of the process the person uses to get the desired results.

I am not talking about policies and procedures that you have established as part of your business brand. I am really talking about micro-managing. As one of the seasoned professionals in this MasterMind group pointed out “It is a lot easier to delegate if you don’t watch.”

Another woman told about deciding to end the procrastination and stagnation that was happening because she hadn’t learned to both say NO to work that didn’t match what she was genius (read great) at. She finally decided to do what was fun and natural for her in a way that aligned with her calling. She was an expert on stress but she noticed that as she read other authors’ books about stress they all had a page that acknowledged the multitudes of professionals who kept them together body and soul during the stress of writing the book. This woman decided to write a book about stress in a stress free way in order to do this she refused to burn the midnight oil and she ended each chapter when it was good enough.

She walked her talk around stress management and because she modeled what she was trying to convey to others she gained trust and found followers of her writing and teaching. I suspect that this was also in alignment with her preference for perceiving.

Are you considering letting some aspect of your work go? The benefits of learning to delegate are well worth any bumps all the way as you transition part of your workload to someone else.