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Developing Global Leaders

January 24th, 2012 by Steve Barry

Five years ago, we projected the business and leadership challenges of 2012.

One trend that caught my eye was Bridging Divides;  people of different cultures, geographies, and organizations working together as a cohesive unit. As multinational corporations seek growth in new geographies, many try to standardize practices in regions overseas that are derived from, and are successful in, their own culture.  A 2007 Conference Board study, “Painting with Two Brushes,” revealed why this is a risky approach:

97.2 percent of Western leaders, as compared to 70.6 percent of leaders from Asia-based Asian companies, find leadership skills transferable between different geographies. Similarly, 68 percent of Western leaders, compared to 91 percent of leaders of Asia-based Asian companies, feel global business leadership differs from business leadership due to managing culturally diverse people and operations.

This naturally begs the question, “What do good global leaders do?”   Two Swedish professors answered the call.  In their recent Harvard Business Review article, they illustrated qualities successful global leaders must possess, based on discussions with 30 CEOs. The overarching principles the professors discovered included establishing a higher purpose to make employees feel emotionally engaged and inspire them to work hard and respond to local communities to become a valued insider. They also found creating an internal social fabric enabling good collaboration across borders and levels contributed to leaders’ success. Additionally, from their discussions with the CEOs, the professors outlined common characteristics such as reliability, having high expectations, communication and team building that drove success.

While leaders themselves enrich their global skills, the U.S. remains the leading country in global innovation. The GE Global Innovation Barometer, which surveys nearly 3,000 U.S. and foreign business executives about innovation, published its most recently rankings last week and put the U.S. as a top country in innovation. Experts, however, wondered how long the U.S. would remain at the top. According to survey findings, factors such as continued deterioration of education, federal cutbacks in R&D funding and the ongoing loss off high-tech manufacturing jobs to nations with lower cost structures prompted concerns that the high honors might not remain for long.

Even as the U.S. continues to set the pace for innovation, one of the world’s top photography brands succumbed last week. New York-based Kodak Jan. 19 filed for bankruptcy, but experts say a new strategic trend called “convergences” could have saved the company. As a FORTUNE piece details, convergences “gives leaders a deeper sense of the interdependencies that connect firms, products, systems and services in new ecosystems.” It tests old notions to generate new ideas and uses visualization technologies to reveal emergences of new opportunities. Perhaps an offshoot of the ‘bridging divides’ trend, this seems to have the potential to show companies their next big growth opportunity.

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How to Measure the Impact of Training

January 20th, 2012 by Tom Atkinson

I am still scratching my head after reading two articles on training measurement.  The first was by James and Wendy Kirkpatrick in the November 2011 issue of T&D, describing a method for demonstrating the value of training by measuring “ROE,” or “return on expectations.”  Building on Donald Kirkpatrick’s four-level framework, James (Donald’s son) and Wendy advocate for beginning with Level 4 results in mind and then identifying how to achieve those results by following this process:

  1. Focus on the organizational mission (Kirkpatrick Level 4: Results)
  2. Identify leading indicators
  3. Determine required drivers (Kirkpatrick Level 3: Behavior)
  4. Design learning (Kirkpatrick Level 2: Learning)
  5. Monitor and adjust

According to James and Wendy Kirkpatrick, clarifying this sequence of actions with stakeholders—and then taking the actions in implementing training and systems that support behavior change—“cannot fail,” because it “is built on a platform of business partnership and agreement from start to finish.”  And, while the influence of training versus that of other factors (support systems, removing barriers) cannot be isolated, stakeholders are likely to rate the overall initiative as successful because it meets their expectations.

So far, so good.

Then I picked up the November/December 2011 issue of Training and read an editorial by Jack and Patti Phillips called “The Myths of Return on Expectation.”  The Phillipses (the leaders in developing return on investment models) argue that introducing a term like ROE is confusing and unnecessary.  They point out that it is unclear whether ROE is a number (say ROE=85.2), a concept (stakeholder satisfaction), or an objective (any of the four Kirkpatrick levels).   ROE has the additional disadvantage, they say, of being confused with actual financial metrics (think return on equity).  The Phillipses recommend sticking to the original (Donald) Kirkpatrick framework and quantifying results at the four levels, versus introducing a new term.

I think the Phillipses make a good point about introducing unnecessary terminology.  But I also think James and Wendy Kirkpatrick’ systems approach is a powerful way to engage stakeholders in achieving business results.

The key points I take from all these thinkers:

  • Begin by identifying your stakeholders and their expectations
  • Make sure you have a clear “line of sight” between the training initiative and the company’s most important results
  • Identify and address factors beyond training that influence performance (such as management support)
  • Collect evidence (not necessarily “proof”) of impact at each step
  • Use data to engage stakeholders in a dialogue about how training drives results

In addition, while a lot of training value is “backward looking”—that is, demonstrating the value of prior investments—I think learning professionals can add more value by being “forward-looking”—helping their stakeholders to make decisions that increase value.  In the words of one executive, “Don’t tell me how much value I got from my last million dollar investment.  Help me decide how to invest the next million!”

For more on measurement, check out our piece on the six critical measurement mistakes, and how to avoid them.

Forum Focus: Innovation in 2012

January 11th, 2012 by Steve Barry

Turning the calendar to 2012, we put the spotlight on innovation in this issue of the Forum Focus.

In his article for Harvard Business Review, Michael Schrage observes that large organizations are handing greater responsibilities and resources to smaller innovation teams – some as small as five individuals.  Building on the “less is more” theme, Schrage says that the “key performance indicator here is, ironically, slow growth. A fast-growing innovation team means either the wrong people were hired or that the wrong challenge was picked. The team delivers measurably impressive results with only marginally more members.”  Schrage cites several large organizations making this shift, including GlaxoSmithKline, who is betting that “smaller size assures faster velocity and greater agility for innovation decision.”

Read the rest of this entry »

A Strategy Execution Tune-up for the New Year

January 3rd, 2012 by Jocelyn Davis

Here we are again: starting a new year. If you’re like me, you’re looking back on everything your business unit or team accomplished in 2011 and feeling a touch of pride — but also a touch of frustration. As usual, there’s a bunch of stuff that either didn’t happen, happened too slowly or didn’t achieve the desired result.  If this sounds familiar, I have a great gift idea for your leadership team: an execution tune-up.

Recently, the senior leadership team of a large hospitality and entertainment company engaged us to ‘climb under the hood’ and diagnose the things that were slowing their team down.  In this post on SmartBrief on Leadership, I share the traps into which this team fell (many of which may sound familiar to you), as well as the tactics we took to identify and overcome those traps.

From all of us at Forum, here’s to a successful 2012 for you and your team.

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This Holiday Season, Give the Gift of Gratitude

December 20th, 2011 by forumcorp

Warren Bennis was once asked what he felt was the most important leadership practice. Mr. Bennis thought about it for a minute, reflecting on his years as a soldier, business leader, researcher, and author … and out came the answer. So simple.

Acknowledge others.

Flash forward to this 2011 holiday season.  Last week, as a senior leadership team of a hospital celebrated their holiday dinner, the Chief Nursing Officer (CNO) stood up and tapped her glass with her knife.  All eyes shifted to her. As a business-minded woman and tough negotiator with a ‘hard shell,’ her team expected her to talk about the strategic objectives of 2012. They were completely unprepared for what came next. Read the rest of this entry »

Highlights of Strategy Execution Panel Discussion at Harvard Business School

December 15th, 2011 by Jocelyn Davis

Seventy percent of strategic initiatives fail. They take too long and don’t achieve most of the quantifiable performance results intended. Why does this happen?

This topic was discussed by a panel sponsored by the Harvard Business School (HBS) Alumni Association. Panelists David Eaton of Global Novations, Diane Hessan of Communispace, Steve Lishansky of Optimize International  and I conversed about strategies and tactics leaders can use to accelerate execution. The panel was a great opportunity to highlight Forum’s Strategic Speed research, and the HBS people said it was one of the best events they’ve organized. (Benson Shapiro, a renowned HBS professor, attended and left with a copy of Strategic Speed.) Read the rest of this entry »

Training and Development Programs: The New Response

December 7th, 2011 by Michelle Del Rosario

I recently met with an HR executive, who immediately asked the question, “How do you deal with a request for training from a business leader?”  In this case, the business leader was the head of sales and the request was for a new sales training program.

You all know the standard consultative response:  Ask about the business problems that have led customers to consider sales training as a solution.  Help customers see that training may not be the best solution to developing sales competence and capacity.  In fact, other developmental approaches (one-on-one coaching, mentoring salespeople) may be more cost effective and may produce more sustainable results than a training course.

But the standard response is passé; there is a new response.   Read the rest of this entry »

Siri reveals the meaning of life—or, why I’m thoroughly unexcited about mobile learning

November 28th, 2011 by Jocelyn Davis

In his recent USA Today column, Jefferson Graham writes about Siri, the iPhone 4S’s personal digital assistant. It seems Siri is becoming a coach to the world: Users are asking her for all sorts of advice—on marriage, math, and “crazy stuff like where to hide a dead body.”

Some folks are even asking her, “What is the meaning of life?” Undaunted, Siri answers:

Try and be nice to people, avoid eating fat, read a good book every now and then, get some walking in, and try to live together in peace and harmony with people of all creeds and nations.

It’s a pleasant, brief response that one might argue does provide a few key pointers for living a meaningful life. But, of course, if you were really striving to make your life more meaningful (or perhaps simply to eat less fat), hearing Siri speak these words—even if they were accompanied by an intriguing infographic—would do very little to help you.

That observation leads me to the following thoughts on mobile learning—that is, delivering learning content via apps on mobile phones or tablets. Read the rest of this entry »

We Are They: Leadership is a Choice

November 21st, 2011 by Steve Barry

If you’ve ever been to Boston, you know that the city has an obsession with its baseball team, The Red Sox.  Being a Boston-based company, we like to comment occasionally on regional news.  Such an occasion arose recently when Theo Epstein, longtime wunderkind General Manager of the Red Sox, left for the Chicago Cubs after a disastrous ending to the 2011 Red Sox season.   Boston instantly became abuzz regarding the leadership implications of that move.  I felt compelled to write a letter to the editor of The Chicago Tribune.   Here is the letter, in full:

Regarding Theo Epstein’s departure from the Red Sox: The fundamental questions circulating on Boston talk radio have been, “Did he abandon the Sox?”  and “What is the GM’s responsibility to clean up the mess he made?”

Those are really the wrong questions.  It’s not about Theo. Read the rest of this entry »

Driving Sales and Keeping Customers in a Softening Economy

November 15th, 2011 by forumcorp

We received some great feedback on our first Forum Focus, so we thought we’d bring you an edition focused on sales and customer experience.

Although the economy is still relatively slow, there are several ways to keep customers engaged and obtain new sales leads. In this week’s Forum Focus, we’ll take a look at three tricks to getting sales referrals, how empowering employees will win customers, and why keeping customer engagement (beyond mere customer service) is crucial.

Last week, Inc. magazine posted a great piece from writer Geoffrey James about the right and wrong ways to get sales referrals.  James’s three tips to getting new referrals from your latest recommendations include asking after delivery instead of after closing; giving your customer a referral first; and encouraging your customer to contact the prospective referral first. We’ve found that these three tips can really help build a customer’s trust and open up new doors.

Sometimes in order to secure new customers, you have to get out of your own way. In a Harvard Business Review article, Hawaiian Airlines senior vice president of Operations Charles Nardello, encourages leaders to empower their employees to handle sticky customer situations. Why? With social media making it easier for customers to vocalize to businesses about their feelings, it’s even easier for employees to address their concerns. Nardello wrote that he finds his employees perform best when they are encouraged “to improvise and bring unmatched service to their customers in a sincere, personal way.” In these scenarios, a level of trust between employer and employee is created, allowing the employee to show customers that they will always be taken care of.

Rick Jensen, chief sales and marketing officer for Constant Contact, also acknowledged the social media explosion, saying that the customer service bar has been raised. In his latest piece for AMEX Open Forum, Jensen says that social media merely makes obvious the necessity of personalized service and in-depth expertise. Businesses should be able to go beyond the initial transaction by suggesting services or tools for future projects. Customers want to know that you are sincerely interested in helping them make the right purchasing decisions based on their needs.