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Collaboration – Curse or Strength?

Collaboration is defined as the action of working with someone (others) to produce or create a product, process, procedure or outcome. The word is derived from the mid 19th century Latin collaborate, meaning “work together”.

Recent studies indicate “collaborative cultures” are actually less effective largely due the bottleneck effect occurring from the reality that the knowledge, skill, ability to effectively execute comes from 20% of the population, the so called “stars”. These are the “go to” that always gets it done. In a recent Harvard Business Review (HBR) article it was noted;

Up to a third of value-added collaborations come from only 3% to 5% of employees.  

Why is this? Is it possible that the way we measure collaboration, working together, is all wrong? As Dr. Jim Sniechowski once wrote;

Collaborations are unique and resist the heavy-handedness and constraints inherent in numerical analysis. Collaborations are fluid and subtle and those that work the best last until the task is done and then dissolve. ~Dr. Jim Sniechowski  

By definition collaboration – how effectively we work together, cannot be measured with scientific measures. It’s simply not quantifiable, and therefore open to impression and assumption. Said another way, we measure effective collaboration not by execution, but by our opinions and feelings.

Consider this, isn’t collaboration truly the culmination of a group of individuals bringing their experience, expertise and talent together with the purpose of accomplishing a common goal or objective? Effective value-add collaboration occurs when the culture welcomes and encourages diversity in thought, style, communication, and life experiences.

The ultimate measure of effective collaboration has to be the outcome of the objective. Individuals have to be measured on the effectiveness of their individual contributions. I’m sure we’ve all been on a team where a few members did the majority of the work, yet everyone shared in the reward!

Effective Cultures define collaboration in a way that also includes inclusion of all styles, separates the performance outcome from the method, celebrates diversity, transparency, and yes, execution.

Continue the discussion by asking yourself:

  1. Is collaboration a strength or today’s Dog Whistle for “Team Player”?
  2. Are organizations properly defining and measure collaboration; also are they properly recognizing and rewarding their star players that always deliver, but depending on how collaboration is defined in the culture, may go unrecognized, and in fact may actually be pushed out of the organization?
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Is Your Organization Customer Centric?

Sitting in the airport preparing to board my flight to Dallas, Texas where I’ve been invited to speak at this year’s CCNG Executive Summit #CCNG, I can’t help but indulge in a bit of people watching.

 

My attention is quickly captured by the load angry sounding voice of a female airport or airport vendor employee, whose job is to provide wheelchair assistance to the passengers boarding and disembarking the airlines. Her frustration it appears was focused on the repeated calls over her radio for additional chair support at the very gate she had just arrived at. Unfortunately, the individual calling for the added support was unaware of her arrival. In her fit of frustration, the employee could be heard verbally berating her peer over the radio saying in an angry rude tone, “I wish you would call me one more time”. The implication clearly being some harm would follow the additional request. Now the thing to keep in mind is this was not a private conversation, remember I heard it over all the other terminal noise while sitting some 40-50 feet away, and believe me, my hearing isn’t that good!

 

Once the entire show was over, and all passengers had been wheeled away my attention quickly focused to how uncomfortable the airline’s guests (passengers) must have felt. I couldn’t imagine this poor woman sitting in her wheelchair hearing the employee’s obvious frustration with her job. Her job at that moment was to transport the passenger point A to point B. I wondered to myself what the CEO of the company employing her would think if he witnessed this behavior, would it be in line with the culture of his organization? Was it part of his/her sales presentation to the airport when bidding for the contract? Did the training received by the employee accurately explain the culture, what is expected, and how to deliver exceptional service?

 

A Customer Centric Culture is one that constantly reinforces the message of how customers are to be treated, how their journey or interaction with your organization and all its employees is to look and feel like.  Alignment of Who you are, What you do and How you do it is essential to delivering an exceptional customer experience.

 

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