Last year, I, Wendy, painted my deck. I was sure it would be a long and painful experience, and I was disheartened even before I began. On the first day, I painted for three hours before losing motivation and going for a walk. On the second day, I did the same. Before starting work on the morning of day three, … Read More

We all want a workplace where people are healthy, effective, productive, empowered, and motivated to do great work in support of their organization’s mission and shared values. However, what happens when you toss a pandemic into the mix? COVID-19 has created extraordinary circumstances as nations, communities, families, and individuals are experiencing enormous changes. These changes are playing out in real … Read More

[Excerpt from The Culture Question] When our children begin school, we anticipate that they will make friends, and we are sad for them if they don’t. When they become teenagers, we hope they will identify with healthy peer groups, and we worry about them if they fall in with the wrong crowd. When our parents grow elderly, we worry about … Read More

This past week I read an article by leadership scholar, Amy Edmondson, on learning behavior in work teams. It struck me as both simple and profound. Although it was written in 1999, it seems particularly relevant today. Edmondson’s research points out that most organizations are not adaptive in new situations – they simply wait for things to return to the … Read More

I recently had an unsettling customer service experience when I went to pick up some dry cleaning. The employee behind the counter could not find my garments. Instead of apologizing or saying she would look into solving the issue, she muttered under her breath, “I hate working here.” Then she said things like, “I don’t know what they were thinking.” … Read More

I used to picture innovation as something mysterious that would happen in a scientist’s lab. But after working at a highly innovative company, I have learned that it is quite the opposite. In fact, the process of innovation is straightforward. We plan for it. But first, let’s be clear that creativity and innovation are not the same thing. What is … Read More

Death by suicide often renders a lot of silence, shame, and regret among family members, friends, and colleagues. Survivors are often left wondering if there was more they could have done to help the person who was suffering. They may ask questions like, “Why did this person do this?” “What if I could have done more?” or “What if I … Read More

[Excerpt from The Culture Question] Organizations can approach accountability in four distinct ways, as we explain with a model called the Accountability Grid (see image below). We’ve adapted this matrix from Ted Wachtel’s use of the Social Discipline Window, a conflict resolution tool. The four approaches are based on varying levels of both accountability and support: Ignoring: Avoiding problems we’d … Read More

One of the great joys of retirement is having more time (and perspective) to observe and reflect. As I consider the growth and development of my toddling grandchildren, I can’t help but note the extent to which they enthusiastically engage in an endless cycle of act, experience the outcome, receive feedback, learn. This iterative process is what translates a near-blank … Read More

[Excerpt from The Culture Question] Accountability is one of the pillars of a highly functional and healthy workplace culture. Simply put, accountability means that people take responsibility for what they say they will do and what they have already done. Accountability and trust walk hand in hand. When we do what we say we will do, we establish trust. When … Read More