When an organization is in deep trouble, the temptation to go straight for its leadership, operations, or human resource. The organization’s culture hardly gets any consideration at this moment.
This approach portends that someone or some people isn’t getting their work done. That somewhere, a ball must have been dropped. Most often than not, a change management process is instituted that results in staff retrenchment.
However, I believe that the trouble is just the tip of the iceberg. The larger culprit lurks below the surface. Like a shark, it swims unnoticed until it strikes. The result is a narrow escape or a bloody mess.
This shark is conventionally known as organizational culture. It comprises of the unspoken, an organization’s behavior and beliefs. Culture is what build or breaks any organization or any grouping of people. Where a toxic culture exists, it becomes like a nasty cancer that slowly kills the organization from the inside out.
Unless your culture is thoroughly analyzed and problems diagnosed, nothing will result from any change or transformation agenda. It is akin throwing your pearls before swine. Nothing good will come out of it.
That said, how does a strong culture that drives successful strategy look like? It is driven by three key behaviors: a fanatical grasp of values, a right attitude (mindset) and a compassion inspired by empathy for those you serve.
Values are verbs
Over the years, I have worked with many organizations as an employee or service provider. Only a handful of these can match between a click on the ‘About Us’ on their website and what they practice. You will most likely see their values clearly listed. However, most sacrifice those same values at the alter of profit, market share or donor funds.
Consider an internet service provider who lay claim to the following values:
- We aim to ensure our customers are happy with our service and therefore minimize complaints.
- We continuously audit our service delivery procedures, enabling us provide quality and reliable services.
However, I was regularly on the phone with complaint after complaint of their unreliable service. And even when their service was running, it hardly met the minimum quality threshold. Needless to say, as soon as another provider showed up, over half of my neighborhood migrated to them. The first company lost a ton of clients (and revenue).
If you are to thrive in the marketplace (as an individual or organization), you must live your values every single day.
Attitude determines altitude
Your individual or company DNA is deeply ingrained in your attitude. An attitude is “a relatively enduring organization of beliefs, feelings, and behavioral tendencies towards socially significant objects, groups, events or symbols.” (Hogg & Vaughan).
Your attitude determines how you think or feel about a product, service or person. This is not to be confused with talent. Talent drives what gets done. Attitude, on the other hand determines how well work gets done or how a service is delivered.
If attitude was part of an iceberg, it would be found underwater. It is intangible yet foundational. People connect with your attitude before they can appreciate your action. This is what defines the longevity of your brand. Rest assured, the right attitude will take you further faster.
Compassionate commerce
Have a deep desire for the satisfaction and success of those you serve. Unfortunately, this is one area that can’t be ‘faked’. No amount of advertising dollars will help. Why? Because compassion comes from the heart, not the pocket.
“The Tripod of Exceptional Leadership has three strong pillars: Wholeness, Compassion and Transparency. When corporate leaders pursue this journey, they discover the stepping-stones to growth with profits and success with happiness.” Ravi Chaudhry.
Organizations and businesses that have a deep sense of compassion for their customer often outlive their competition. In addition, compassionate workplaces are good for employees and the corporate bottom line.
Some people say, ‘Come on, markets are not about morals, they are about profits.’ I say that is old thinking. That’s a false choice. The great companies will be the ones that find a way to have and hold on to their values while chasing their profits, and brand value will converge to a create new business model that unites commerce and compassion. The heart and the wallet… The great companies of this century will be sharp to success and the same time sensitive to the idea that you can’t measure the true success of the company on a spreadsheet–“ ~ Bono.
Q: How would you describe your organizations culture? You can leave a comment by clicking here.
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