Leaders, Leading and Leadership

by Scotland Willis

Merriam Webster's definition of the word "lead" is to a: guide on a way especially by going in advance b: to direct on a course or in a direction c: to serve as a channel for.  Derived from Old English visa vi Old German.

Google does a search of 285,000,000 subjects on "lead" in .19 seconds; there are probably as many books written on the subject (though not likely produced in .19 seconds); and just this morning I was watching a woman and her one year old child carrying the keys to reenact his ,mothers actions of opening the door- following her lead.  This is all to say that there are countless facets to leadership, and how people approach the matter, however there are also some expectations that come along with leaders, leading and leadership that are worth of conversation.  And there there are simply times when we forget to remind ourselves of the dynamics of leadership resulting in a misstep.

We will start with what is the most important component that deserves honorable mention, but not spend too much time on.  The reason is because it is all consuming and can easily become a more extensive conversation.

Communication is the portal to all other decisions being made or initiatives being undertaken.  Lets see if we can sum this up in a truncated paragraph.  Effectively communicating what leaders are attempting to accomplish, how things will proceed (intentionally not stating how they will proceed), proper channels for communication, time-lines for execution(when part of a project begins)/ implementation(when a project is fully utilized), and an input/ feedback mechanism, that allow all levels of the organization to be active participants-- are all a priority.  Communication sets the tone for involvement; it either pulls people and turns them on or creates barriers and turns them off.  It is important that leadership thinks through and decides how the initiative or project will roll out.  This process should not occur alone by a single individual; it is in fact important to have dissenting opinions on your team of leaders, to ensure nearly all avenues have been considered. (Recommended reading Time article / book The Presidents Club)

I cannot emphasize enough making an organizational chart relative to the proper channels, available to anyone involved so that everyone is clear about the protocol for feedback and response- it will eliminate wires getting crossed.  This does not mean that every concern or interest will be implemented; nor does it mean leaders will not ultimately make different decisions, but it is more inclusive.  In the long run, it means greater retention of key talent, less investment in training and development and and maintaining institutional and intellectual capital.

Leading is not all together a different matter leadership, but should be thought of differently.  Leading occurs once the well thought out plan begins.  Leading allows point people to be established in the eyes of others and sets the course of their role as liaisons, to open up channels to the broader audience of management and staffers.  Initially an announcement would have gone out about an initiative for larger project under way and the broader audience is prepared to engage and listen.  That should be followed up with an input / feedback session that occurs between the point people and everyone below that chain of command.  References if discovered for interested individuals should also be provided.

Leaders and followers
Critical thinking is indisputably one of the most important skills a person can have.  It prevents errors from occurring, improves productivity and allows disruptive innovation to occur.  But critical thinking takes place in different stratospheres.  Critical thinkers in the lower level of the organization and then critical thinking as leaders.  Critical thinking as leaders (relative to the project) are occupied with what might be red flags that come up in a project and possibly derail the work; they are thinking about existing resources and models that may or may not be applicable; and they are reading all the necessary material so that they can have prepared and valid responses to questions that may arise, which instills a sense of confidence among the remaining members of the institution that the plan is well thought out.  Additionally it reflects that in making adaptations to their own organization(especially true if you are utilizing existing models and references) that the leaders are cognizant of the differences that exist between other organizations or institutions that used the model and their own.  Be confident as a leader about point out that differences were observed and you will gain support.  This also requires that leaders at all levels of an organization are in touch with systems that are in place and whether they are functional or dysfunctional- only then can you make valid call about the accuracy of your assessments.  For your observations and assertions to be both valid and accurate is of the highest regard.

Not everyone is meant to be leader but what is often overlooked is that not everyone is meant to be a follower.  Individuals who feel stymied in their role as an employee will, rest assured, be leaving soon- a significant loss for any organization.  We are not talking about people who are not productive, complain, or require attention for no apparent reason; here we are talking about the employee who is a highly valued contributor to the overall efforts of the organization, its vision and potential.  These people are consistently striving to exceed benchmarks, vested because they are personally driven- these are the high achievers.  If these individuals exist in your organization find a way to make them leaders and put their assets to work more effectively.  Ask yourself what is the organization missing that this person sees;  does the organization have the capacity to utilize their potential.  People who are critical thinkers at a the sublevels of the organization are such in order to ensure that errors don't occur at their level, that the tools they have work effectively and properly, and that the community being served is being serviced in the best possibly way.  In a leadership capacity, you must have your eye on the organization, looking at systems, tools and mechanisms that allow for consistently improved/ functional operations.

Some people will choose to engage in various project or initiatives and others will not.  Those who do not engage, well, that is their problem.  If you choose to be in any role at any workplace, you also choose the responsibilities that go along with that role you fulfill-- not withstanding various emergencies in ones personal life.  Nonetheless, one is obligated to fulfill their responsibilities.  If one chooses to use their voice, they should understand and have a vehicle for when, why and how it can be used-- this will come across in the initial communication from leadership.  Chances are that the high performers will be more actively engaged and have done their research about critical aspects of the project.  If this is true, be mindful of how they can be utilized-- you as a leader may have overlooked something crucial to success.  Others are comfortable in their existing role and will be good or great listeners.

Capacity is the never ending concern for an organization.  You either need more of it or you need more of it.  Organizational capacity in terms of personnel is a priority especially if significant changes are occurring upward because you are working to increase the organizational capacity.  One of the most effective approaches is to always have a mentor/ mentee program in place.  No individual should have dominion in their department in such a way that succession planning is not occurring.  This is not a threat to an individual but a value to the organization.  If only one person has the ability to fully manage any particular division, its projects, etc. replacing that individual in the event of a crisis or lifestyle change for that person, represents  significant risk to the organization leaving it crippled of valuable intellectual capital.
   
Great leaders are also great listeners, they can clearly identify the culture of the organization.  Having a relationship with all levels of the organization is crucial.  It is one of the reasons why the reality television programs have CEO's taking on staff roles to capture a better understanding of what is really happening at levels other than their own.  Operating while only looking at the bottom line (dollars), prevents leaders from being effective- leave that work to comptrollers, finance and others (though those relationship is equally important).  Your point people(identified lower level leaders, including executive teams), should be able to accurately convey the sentiments of voices throughout and enable leaders to be better decision-maker-- this will also come across in the form of gratitude to employees.

 There is no exact science to being a great leader, knowing how to lead and exhibiting superb leadership skills- it is a process.  Great leaders will always be in the learning groove, listening along the way, working to achieve the right balance so that their operations run smoothly.  Great leadership is bold and often bucks the trend when necessary.  U.S. President Barack Obama attempts this within the context of his philosophy about the presidency; Jack Welch did this with General Electric, and Steve Jobs with Apple Inc. was also very successful in this respect.  Great leaders will always ask questions of their organization, others and go to a great length to ask questions of themselves.

* Scotland Willis is a management consultant in Boston focusing on large scale change, strategic planning and professional coaching.  If you have questions or would like to consider his consulting services, you can contact him at 617-283-2755 or via email at scoctlandwillis@gmail.com.

Overwhelmed? Be Happy

Last year there were 12 extreme weather events*; in 2010, there were 14,748 murders in the U.S. (a 4.2 percent decrease over 2009)*; there were 35.9 thousand motor vehicle deaths; heart disease was the leading cause of death in 2010 with 595,444 in the U.S.*  While some of these numbers are down over previous years, the numbers, titles, and subsequent data can easily become overwhelming, as it dominates the headlines in an attempt to capture out attention.

It is becoming more and more difficult to maintain happiness; perhaps a better way to put it is maintaining happiness is and will likely require a greater effort.  More work, that's what we all need- perhaps not, but let's see if we can navigate through some of this and aid ourselves in the process.

Not too many people would argue that happiness is an important component to our overall well being.  I have made recommendation in the past that everyone who follows my blog make a list of 10 things that make you happy; promise yourself every day to do at least one of them; my belief is that you will spend the rest of your life being happy.  So what does that mean?

Balance is probably the single most important word regarding one's well being.  Eat too much and you risk obesity, drink too much and risk liver failure, work to much and risk over stressing yourself or even your family.  Balance ensures that we are conscious about the effect of various lifestyle activities as they affect our wellbeing.  Personal trainers and public health commissions recommend a balance of a healthy diet and exercise.  Psychology experts recommend a good work life balance to maintain personal well being.  While we can't fully pull the reins on all of the factors that throw our lives into a tailspin at times (perhaps we could but that would be counter intuitive to creating the balance in most cases), we can stop from time to time and look at our lifestyle habits or contributing factors that the imbalance that is more destructive in our lives than productive.

With automobile sales on the rise again, that also means more pollutants in the air.  Take some time to visit a national park and hike or walk.  While the immediate impact and reduction to the intake of air pollution may not have a significant difference on your lungs, the psychological benefit is priceless- especially if you are able to do it with family, friends or a social network group that actually meets personally(meetup.com)  who you can enjoy spending time with.  Increasing your heart rate helps to flush out some of those toxins in your body as you increase the rate of exchange of spent air for fresh air.  Now you've done some good for your heart, lungs, muscles and mind.

Happy stone throwing boy (tap image to enlarge)

Understanding how our personal behaviors impact our bodies is critically important.  It is one of the reasons why individuals should have an annual physical, to monitor our body's activity and any abnormalities that may arise.  Such abnormalities are not likely escape the radar if we effectively monitor such patters over time and are able to capture shifts in our biological system.

Cycling is one of my personal favorites, but it is also important to mix in a variety of activities to break up your routine.  Going to a performing arts event; taking sailing lessons, and reading something enjoyable, all offer benefits including the opportunity to socialize in a world that (ahh-hmm) has us in front of a computer screen or on the cell phone way too often.

A recent article in Scientific America examines how scientist are working to create a drug that eliminates the painful memories such as PTSD.  Imagine if you would, the ability to, through your own psychology, technically change your own biological structure to induce happiness from a chemical standpoint.  In some ways that is possible, but what if you could do it on command.  That is what their research conjures up for me.  Time published an article on the effects of happiness in 2008 as it relates to interaction with others.

There are arguments for and against technology for many reasons; without it, we might not be able to fully take advantage of our human potential, yet with it, we (social creatures that we are) often find more reasons to stay at home.  Amazon means we don't have to go out, smart phones mean we don't have to ask other people, laptops mean we can stay glued to television programming; each of these takes a little bit more out of the very value we see in being human beings.

Being human lends itself to a variety of unique opportunities, one of which is the ability to be cognizant of when imbalances are overtaking our life.  The work is recognizing when that is occurring so we can respond and make adjustments when necessary-- which is often not just when we think we are OK.   Happiness is not the struggle, maintaining happiness or even identifying it can be.  Make your happy list  today and be active in maintaining it.  You may see that you are already doing some or all of the 10 things.  Once you get it, you will see how transformational it can be for you.  It is likely that you will begin building your life around being happy and that everything else will follow.



*Extreme weather events NCDC/ NOAA 
*FBI Uniformed Crime Reports
* Leading causes of death (CDC)

FedEx Failure-On-Delivery

Tracking no.: 929884165690490

Every once in a while we experience disappointments in our life.  If we are fortunate enough, we grow from them and improve our performance.  Other times, we experience a complete and utter breakdown in the delivery of service; an experience I had with FedEx recently.

Following FedEx protocol, I was provided with a tracking number for a computer I ordered from Dell ( a computer company in the United States); this tracking number was provided so that I could make plans to receive my new computer.  As one should, I proceeded to visit the FedEx web site and identify where my package was in the shipping process.  In fact, I initially contacted Dell, to get an idea of when I might expect shipment.  While Dell informed me that I may receive my computer on the 4th of the month, I discovered by visiting the Dell site, that my computer shipped out on the 26th and that I should expect delivery on the 28th.

This was great.  I was going to get my computer well ahead of schedule and I could take on the lead in a project I was working on with some partners promising them that I would have power I needed to complete the project and its critical components.  If that was in fact what would occur.

Despite that the tracking information indicated that my package would arrive on the 28th, I returned home only to find out that FedEx attempted to make a delivery on the 27th!  What!  I double checked my notes and the screen that indicated when the delivery was expected.  I printed a copy of the monitor display for certainty.  Sure enough, they completely miscommunicated when my delivery would arrive.

Confused I decided to call FedEx and ask if I could pick up the package.  An agent told me I could and that the facility where my package was being stored was located in Brockton, MA about a 40 minute drive; in Boston traffic, it was more like 1:10 hour/ minutes- and it was late, already 7:00 p.m.   I was not going to be able to get my package that evening.  Actually what I told the representative was that 1) Brocton was way too far for me and 2) I would wait until tomorrow.

The events that ensued after these chains of communication and research online to understand better where my computer might be, became only more frustrating.

Continuing to research exactly where my product is, I use the tracking number on the FedEx web site that Dell provided me with and learned that my package was in transit.  Anxious to pick up the pace of this project, I decided to take time off from work and await delivery.  It never happened!  What did happen is this.

After waiting until 6:00 p.m. I decided to call FedEx.  A representative picked up the phone after several annoying computer prompts.  Now computer prompts should be left for people who do not know what they want or who they need to speak to.  I think the first prompt should go something like this "... if you know what course of action you would like to take state it now and we will place you in direct contact with that department."  They don't and between that and lackluster call centers, customer service at FedEx is quite disappointing.

Having called back three times now, a customer resolution specialist took my case; why this is so bothersome is because he never resolved my problem.  He made an effort to contact the station- that was good.  I actually didn't mind being put on hold, if I would actually get some results.  What aggravated me was that when he returned to my call, he indicated that "...the delivery was in route..."  Even after speaking with the Senior Station Manager, I was assured that the delivery was on the truck and "...it would be delivered tonight..."  Imagine my surprise when I pulled up after going to a colleagues (fellow engineer) house, now 10:34 p.m. and my signed package delivery authorization was still posted on the door.

I waited for another hour and no package; I waited two more hours and not package.  I called back to customer service (again) and spoke with this gentleman again.  Now he began to annoy me because he kept saying to me.1) I've done everything I can... and ; 2) I can't ....I can't ... I can't.  Wrong answer!  He never even attempted to say.  You know what Mr. Willis, We are going to make this right for you.  Let me make a recommendation to the senior manager.

My proposal was to transform the situation and figure out how to make an advertisement out of this scenario by going to an extraordinary length and reenacting the event to work in FedEx's favor.  That clearly is not going to happen.  What else is not likely to happen is that this will go viral and people will consider not using FedEx; heck I will likely still use them, but I will be much more discerning about mailing a package and make more of an effort to send my packages via another carrier.

The entire day has now gone by; it is 11:45 p.m. and I am running out of steam.  Funny thing is I am a happy person.  I don't recall being this bothered by something for some time.  I think what bothered me most is that all the information I was given was wrong: the dates, the times, the delivery; there was no accountability system that made someone behave differently and served my needs.

I don't mind being disappointed, it actually helps to add balance to life; what I have no patience for is complete dysfunction and that is what I experienced with FedEx today.  Nobody knew where the package was nor if it would be delivered.  We'll see what tomorrow delivers.  If I am fortunate, I will receive my package before 10:00 a.m. or at all for that matter- why, because they still do not know where my package is.

A Day in Boston the BLC

Auntie and Mom

by Scotland Willis
(click on photos to enlarge)


Boston is an amazing city.  I tell all my guests and friends  it is the Big Little City, with a population just over 600,000 people.  What Boston lacks in population, it recovers in activity and vibrance.  Today was one of those days.  A look at some photos will tell the story, in less than two hours, I made a choice encounter, explored the wild, enjoyed great music, and observed the wake of an unfortunate fire.

Puddingstone Place

That's just it, there is always something happening here especially when the weather breaks.  People come out of the wood-works like you would not believe; like ants emerging to explore the newness of the landscape, the energy, the voices and sounds of The City are all remarkable.  Boston is full of entertainment, which you'll find in just about every part of the city if you choose to explore.  And that is the key; when you do Boston, you have to open yourself up to explore-- everything.

Today was one of those days.  After an early rise, in anticipation of the great weather Boston was going to have, I began my day with a short workout; listing the things I needed to get done, a quick visit to my moms to see my visiting aunt from Florida, clean house (Puddingstone Place) and I am out-a-here!  And before I could get out the door, a cardinal, posing for me- possibly signaling that this was going to be a brilliant day.

Jackson Station T stop

A short walk to public transportation and my journey begins; the cool, but warming air feels great!  As usual I pack my camera in anticipation of capturing something unusual-- that is exactly what happened.  My arrival at the Orange Line T(Boston's underground subway), and I encountered my second subject for the day, a bird of prey.  Swooping  over my head, it perched itself upon a ledge in the train station, allowing me to capture its stature.  Wow, (thrilled that I brought my camera with me)!  I should have known it was going to be this kind of day.  If this was the only thing I captured it was well worth it.

Mr. C' Jackson Station T platform

A walk down the stairs to the platform and I encounter a young aspiring engineer who also plays the guitar.  I decide to engage in a conversation only to learn that he is attending the same school for under graduate work as my graduate school.  It was an honor to meet young Mr. C'.  We exchanged emails and hopefully will stay in touch.

Berklee Music Students Boylston St.

I disembark at my stop "Back Bay!" the conductor announces, and begin to absorb the life of The City.  You can feel the energy rising.  A simple turn right, and a left two blocks later leads me to the clamor of locals and visitors soaking up the sun and enjoying the outdoors
 on Copley Plaza; this leaves me with high anticipation of what is still to come as Summer is just around the corner.  This time last year we were still flirting with bitterly cold temperatures.

Up a few more blocks to the iPhone store and off again to connect with the city.  It is definitely a walking day.  Half a block up I begin to hear the sound of The City come to life.  It looks like Berklee music students have gotten together to have an outdoor jam session.  Beneficiaries? all onlookers.

Boylston & Mass Ave

Too interesting a day to take underground transportation the whole way so I start to walk to Fenway.  Fire! wow.

So that is a typical day in Boston, perhaps not so typical; but if you take time and put effort into making the best out of Boston, you will not be disappointed.  There is almost unavoidably plenty to do and see in Boston.  Whatever you do, don't just sit around and do nothing.

Female Insecurities

Female insecurities manifest in many ways.  They can result from years of ridicule in school, abusive parents, peer pressure, or the common pressures of societies expectations (you're too fat, ...you're not beautiful enough, ...buy this to look sexy, "...if your not beautiful, you're something else- and that's not important, so be somebody").  Yesterday I had a conversation with someone I truly Love(not romantically).  I was deeply troubled by a statement she made because it was not something that would come up in the basic context of our conversation [embarking upon a new relationship], but rooted in her life experience, impacting her self perception.

It ended up something like this "...I always felt that Latino men weren't attracted to me", no exactly like that.  Ok. Stop!

First of all, I am seriously passionate about Latina culture for many reasons- sex appeal being one major attraction; they maintain a culture that is enduring with passion in their dance, music, dress, and even attitude.

That being said I could never allow my self image to be defined by this culture, nor can it influence whether or not I feel whole as a person.  This is where my warning to(let's just call her Alise) for Alise was anchored.  My suggestion was simple 1) look at how a certain culture manipulates your father and his need to feel accepted 2) "you are both beautiful and sexy".  The issues is more so that most men don't have the courage to communicate what they think about you (as far as attraction goes).  So don't get bent out of shape if a particular type of person is appears to not be attracted to you.

Think of how much of one's life is molded around branding sexuality and beauty.  Then think about equating the amount of time you spend striving to achieve that status.  My question is simple; does the amount of time you invest in clothes, physical appearance( I am specifically omitting health, because maintaining your health is very important- so it can be a fine line), aesthetic appearance, lifestyle facades, really repay itself in the end?  For some perhaps it does, but what is that threshold of return on investment? When do we compromise our self confidence for superficiality and desire for acceptance?

Siem Reap SE Asia

The best return on your investment is to find what makes you feel whole be systematically eliminating the superficial factors that might define who you are.  Who do you end up with?  Can you find peace and confidence in who you see as you look at yourself, without depending on the elements around you to color up who you might not be?  This is not to say that the world we interact with will not influence us, it should to some degree; just be clear on who you are when you embrace something new.  Allow that person, event, thing, culture, activity etc. to enhance your life (by adding character) but not define your life.

Being you is awesome, especially when you take a step back, look at what you appreciate about what you have done in your life, smile at what is good and wholesome about you- then, just enjoy being you.     

Females are not the only ones with insecurities; it just happens that I care about this one more than words can say.