For companies looking to scale, it’s not enough to be smart, purposeful and passionate. They must focus on developing process by increasing what I call their Process Equation. In my last post, I introduced you to the ‘Task’ element of the Process Equation. This post will focus on the second critical element to the Process Equation: People.
The People Process involves developing the following 4 areas:
- Creating Leadership Team Health – Nothing is more important than having an aligned and healthy leadership team. Smart does not mean healthy. Healthy means team members are open with one another; they passionately debate the important issues; they commit to clear decisions even if they initially disagree; they call each other out (provide constructive feedback) when their behaviors or performance need correction; and they focus their attention on the collective good of the organization.
- Building Trust and Vulnerability – Trust is about creating psychological safety; being able to say what you believe is right, without fear, and knowing that you can take risks without feeling insecure or embarrassed. It requires intimacy – having an emotional connection to the people around you and making people comfortable with you by sharing personal histories. Vulnerability is about being open and transparent. It’s having team members able to say: “I was wrong”, “I made a mistake”, “You were right”, “I’m sorry”, or “I need help”. You’re vulnerable when you seek constructive feedback and you make it easy for others (managers, peers, employees) to give it you.
- Focusing on How to Communicate – Not communication but the art of communicating. This is the act and art of conversing with others, whether face-to-face or at meetings. It means looking at how your email protocol is overused when a discussion is really crucial. It requires looking at your meeting rhythms; the abundance or over use of ineffective meetings that are a waste of time, then selectively eliminating some. Most importantly, it’s about recognizing when to pick up the phone or walk down the hall to converse with the other person about a challenge, problem to be solved, decision to be made, giving constructive feedback or managing performance.
- Acquiring and Developing A Players – Having a People Process also means you focus on acquiring and developing “A players” in your company. Jack Welch said it very clearly: “One A player can do the work of three C players”. His people strategy at GE was very clear: “Fewer people, paid more, with a lower total wage cost”. To achieve this, you need to create best practices around conducting a talent review at least twice a year, developing a scorecard for each position with competencies and accountabilities, having a plan for your “C players”, building your “virtual bench”, and coaching and retaining your A players.
No matter how smart your company is or how much heart you have, the need to develop and master task and people process is critical for scaling, growing and succeeding.