Events

The second layer of our Model for Responsiveness is DISTRIBUTED AUTHORITY. Our research indicates that responsive organizations empower employees to make decisions affecting their work, which enables collaboration and effective responses to market needs.

In this roundtable, we gathered a diverse group of global leaders for a discussion around the second layer in the Responsive Organization model.

Figure 1: A Model for Responsivity | Source: RedThread Research, 2020.

Distributed Authority happens when organizations change the way their authority structures work. Instead of holding decision-making centrally (as most organization in the last 100 years are apt to do), authority to make decisions is spread throughout the organization, in all functions, and in all levels. Responsive organizations understand that, in order to respond to external pressures, people at the edges of the organization are often better equipped to make educated decisions about how to get things done.

3 areas of distributed authority

Figure 2: Behaviors for Building Distributed Authority | Source: RedThread Research, 2020.

Distributed authority mindmap

Distributed authority roundtable video recap

Roundtable summary & leader advice

In the following sections, we expound on these 3 areas and highlight the good advice we heard at the roundtable.

Decision-making rights

Decision-making rights is the control employees have about how they execute their role or their responsibilities. We found that decision-making rights vary greatly by organization, manager, level, and sometimes even industry.

Advice from leaders:

• Defer to expertise, not title. During crisis, there is often an unconscious “because I said so” attitude from managers. We get it. Lots of people feel powerless and are looking to salvage some sense of order. However, one of the best pieces of advice shared was that organizations should default to expertise, not title. Let the person with the most information make the decision on the thing.
• Implement decision-making logs. One leader said that her senior leaders (C-suite) had instituted a process wherein they published the decisions they made and the reasons for those decisions. We like this idea for a couple of reasons. First, it establishes a level of transparency that we think is healthy during a crisis and helps everyone become comfortable with those decisions. Secondly, it’s an excellent learning tool. Not only are the decisions public, but the reasons why those decisions were made are also public, teaching employees the subtle art of decision-making.
• Throw out the 9-5. We have mentioned this in previous roundtable readouts, but it bears repeating. The world has gone mad. Employees are dealing with children and/or parents, lack of schedule, feelings of isolation, and a host of other challenges. This is an excellent opportunity for organizations to determine what’s important and what is not. Is it important that an employee is sitting at their desk and available for 8 hours straight everyday? Are the processes that have been followed for years really necessary? Or is the fact that work is actually getting done and deadlines are being met more important?

Diverse & engaged teams

The power of diverse thinking and inclusivity has been well-documented over the years, and not surprisingly, our responsive organization research backs that up. We know that organizations with diverse thought and inclusive behaviors do better – from higher engagement scores to more innovation – than their less inclusive-minded counterparts. We also know that diverse thought and inclusive behavior leads to more responsive organizations – allow them to react more quickly to external threats and opportunities.

Advice from leaders:

• Take advantage of the sense of humanness happening right now. Leaders mentioned that there is now more inclusivity and shared responsibility to carry the load and help each other out. Some leaders mentioned they had seen teams pull in people who are relevant, but not central, to disperse feelings of isolation. They also mentioned the need of leaders to be open and vulnerable about what they didn’t know so that others felt safe to do so as well.
• Leaders, create opportunities for contribution. Leaders mentioned ideas to help employees feel included – particularly those who may be more introverted and less likely to speak up. Ideas included: sending detailed agendas, complete with challenges to be discussed and decisions to be made, so that everyone had an opportunity to think about how they could contribute; being aware of those not actively participating in discussions, and encouraging them, either with back channel communication, or gentle verbal prompts, to share their ideas; establishing that there are no bad ideas; emphasizing that we’re all in this together and working to solve the same challenges.
• Make decisions together. As fairly radical changes are being made to structure, work environment, communication patterns, and work itself, leaders in the roundtable encouraged other leaders to make as many decisions as possible together as teams. Things such as asking for agenda items, asking for input on meeting cadence, duration, ideas for getting the work done, and the like, can go a long way to build trust and buy in.
• Understand nuances in team engagement. With the large number of people working remotely, it’s worth paying attention to how teams are maintaining their engagement at this time. As such, it’s important that leaders maintain an open mind to varying levels of engagement that may point to different needs across teams. So in addition to providing resources to individual people, organizations should consider providing resources to teams like promoting frequent check-ins, managing collective anxiety, and showing empathy toward one another.
• Scale up tools. To keep a close pulse on engagement, leaders in our roundtable mentioned that organizations need to amplify and scale up tools, especially for middle-managers so they can understand team engagement real-time. We heard that this is a particular area of opportunity, especially for the healthcare industry because it tends to lag behind in engagement tools and resources at the mid-management level.

Collaboration

Organizations that distribute authority get more Collaboration (and should encourage it). More minds are better than one – and organizations are able to gather insights across different areas or business functions when authority is distributed.

Cross-functional teams are enabled to solve challenges or take advantage of opportunities at the edge of the organization rather than waiting for central decision-makers to either notice the challenge or prioritize it. Collaboration also builds employee networks, which in turn increases the flow of knowledge around the organization, allowing employees more ready access to expertise.

Advice from leaders:

• Be clear on expectations. Distributed authority does not mean that organizations operate in chaos. Organizations should be clear on expectations and desired outcomes. For teams, either formal or informal, expectations can act as a unifying force that help to foster communication and break down barriers
• Look for stumbling blocks. As organizations have focused on efficiency and productivity over the past 100 years, they’ve also standardized ways of doing things that often stand in the way of collaboration. To enable employees to exercise their authority, organizations should look for those things that may keep employees from sharing information with each other and helping each other on projects.
• Embrace self-driven teams. Allowing greater fluidity in how teams operate may help address some of the current engagement challenges people face today. For example, people in autonomous or self-driven teams can volunteer to combine different skills or talents to address a particular immediate need and maximize their impact. They can also exercise autonomy as a team by deciding priorities to work on each day and how they will divvy up tasks to accomplish them.
• Think in terms of MVP deliverables. A minimum viable product (MVP) or deliverable is a version of the deliverable that allows a team to collect the maximum amount of value with the least amount of effort. Particularly now, organizations can begin to think in terms of MVP and consistent iteration instead of holding a deliverable until it is nigh on perfect. This encourages innovation and collaboration, but also helps employees focus on what is value-add.
• Default to the strategy. In helping employees determine what’s important, consistently reiterate the end goal or strategy. Ask them to ask themselves, “how is what I’m doing related to the end goal or strategy?”
• Stand up meetings. While many teams are not currently collocated, one leader said that they still have a daily standup meeting. The meeting allows all members to check in with each other, to raise questions or concerns, and to state what they will be working on. This requires each team member to come to that meeting already having thought about the value-add activities they would be accomplishing during the day. It was also a nice opportunity to connect on a human level.
• Focus internally. A few leaders mentioned that they are using this time to actively work on their internal structures and norms. Employees and managers are finding internal projects that have been on the back burner for years, but once complete, will increase the abilities of the organization. Thus, not all value-add activities should be externally focused; sometimes the best thing employees can focus on are internal.

To sum up

Overall, our roundtable conversations acknowledged the important role that distributing decision-making has on enabling the organization to effectively and efficiently respond to external needs.  There was also a sense of urgency around the need for greater clarity, communication, and expectations around decisions, especially within the current remote working context.

A special thanks for all the leaders who joined our second roundtable. Thank you for your willingness to share ideas and insights – it makes our research that much better!

Introduction

We’ve been living in a COVID-19 world for quite some time now, and many people are feeling the effects. Companies cut more than 700,000 jobs in March and the total of unemployed workers now exceeds 16 million.^1,2 Suppliers are scaling back on production,³ and the consumer confidence index declined in March to 120.0 as compared with 132.6 in February.⁴ In many ways, there's a sense that we just need to survive this time before we can get “back to normal.”

But in so many other ways, this crisis is providing an opportunity for individuals and organizations to contribute more to others than they ever have before. Many leaders right now assume that companies have an obligation to their workers and communities – even to humankind – to figure out what they can uniquely contribute to help others get through this crisis. And what’s more – to get it to them for free or at cost. (Click here for an epic list of companies contributing to humankind.)

This crisis has brought purpose-driven organizations – those organizations with a responsibility to deliver value to its stakeholders, not just shareholders – into the spotlight.

Given this dynamic, it's even more important to understand how organizations inspire people and make purpose-driven decisions. Our hope is that we can capitalize on this unique moment to better understand how leaders and HR professionals can leverage purpose to navigate the current crisis and continue to add value well beyond it.

To that end, we have begun a study on this topic for which we're asking:

What is the role of purpose-driven organizations today, and how can they help stakeholders navigate and survive this new reality?

It’s important to start by understanding what others have said – and there’s a lot of that! To better understand purpose in organizations, we looked at more than 50 published scholarly articles, periodicals, research reports, and blogs from the past 5 years. Given the current COVID-19 pandemic, we also extensively scoured what's been written more recently to identify trends or shifts in purpose-driven organizations.

5 themes from our lit review

Five themes emerged from our review. In this article, we summarize the most interesting insights we learned:

1. Good purpose statements inspire action
2. Relationships anchored in purpose can increase resilience
3. Purpose enriches the employee experience
4. Leaders face barriers to purpose-driven decisions
5. Purpose-driven metrics are a big problem

Good purpose statements inspire action

Many organizations spend a significant amount of time, effort, and even money developing a purpose statement. Some even outsource it to PR or advertising firms to come up with a catchy slogan. But our review found a different story for organizations that are able to develop a good purpose statement and activate it throughout the organization.

Good purpose statements are clearly defined and distinct from other different, though related, terms like mission, vision, values, and principles:^5,6

Purpose, on the other hand, has its unique flavor:⁷

Purpose: Expresses the organization’s impact on multiple stakeholders (employees, customers, shareholders, suppliers, communities) and connects to people’s intrinsic motivation. At times, it’s even called an organization’s philosophical beat because it serves to inspire employees.

Good purpose statements motivate people to take action through a shared sense of direction. It's shared because there's a collective sense among colleagues of working toward an unquestionable common goal.⁸

Relationships anchored in purpose can increase resilience

For purpose-driven leaders, challenging situations represent an opportunity for the organization to live up to its purpose of serving a greater cause. This couldn’t be more true in today’s coronavirus situation. Many organizations are shifting priorities to address market needs, such as distilleries and perfume makers that are now manufacturing hand sanitizers⁹ or automakers now producing ventilators.¹⁰ These actions can go a long way. Research shows that 88% of people feel it’s particularly crucial that organizations not only have a clear purpose statement, but they also demonstrate behaviors which are congruent with it.¹¹

In our readings, we found that the benefits of purpose go both ways because people are more willing to help and defend a purpose-driven organization, if necessary. In a recent U.S. study, for example¹²

• 73% of people said they would be more likely to defend a purpose-driven company if someone spoke badly of it
• 67% of people said they would be more forgiving of companies that lead with purpose compare to those that do not

In companies that had an average annual growth rate of 30% or more in the previous 5 years, purpose enabled them to overcome the challenges of slowing growth and declining profitability.¹³ In general, purpose isn’t only beneficial to stakeholders, but it's also favorable to purpose-driven organizations. It allows them to build trust and loyalty both internally and externally, which in the end, can make them more resilient to challenging situations.

Purpose enriches the employee experience

During the current COVID-19 pandemic, it may be easy for employee experience – employees’ collective perceptions of their ongoing interactions with the organization¹⁴ – to take a back seat as organizations grapple with business disruptions. But, while it may be tempting to neglect employee experience, truly purpose-driven organizations tend to be better equipped to protect it.

For example, in purpose-driven organizations, HR plays a crucial role in helping people understand their purpose, how it connects to the organization’s purpose, and how their daily work contributes to it. This extra attention and effort in helping individuals connect their individual work to the organization’s purpose, especially during a crisis, go a long way in enhancing people’s connection to their work and the organization. Employees who perceive their work as meaningful and purposeful are 3 times more likely to stay with their organization.¹⁵

Organizational culture is a particularly important element in purpose-driven organizations. For example, we noticed a parallel between our study on employee experience and the purpose-driven organizations in our readings. Organizations with a positive employee experience display 5 behaviors that are woven into their cultural fabric (see Figure 1).¹⁶

Figure 1: 5 Essential Behaviors in Supportive Cultures | Source: RedThread Research, 2019.

Similarly, purpose-driven organizations, and especially leaders, tend to demonstrate behaviors that support a positive employee experience:

• Collaboration. In purpose-driven cultures, shared purpose – a collective sense of working with colleagues toward a common goal – is the most important source of meaning for employees.
  • And meaning matters because employees who rate their work as very meaningful report 14% more job satisfaction than average employees, and 51% more satisfaction than employees with the least meaningful jobs.¹⁷
  • The power of shared purpose is more important now than ever. Consider healthcare workers on the frontlines who continue to put themselves at risk to treat infected patients driven by their shared purpose of saving lives.
  • Examples of HR activities that foster collaboration and shared purpose:
    • Career pathing to help existing employees discover their individual purpose and align it to career paths, projects, and new experiences that fuel their sense of meaning and purpose.
    • Learning and development opportunities – training, mentoring, coaching, education, resources – to help employees build skills that further their sense of meaning along with the organization’s purpose.

• Alignment. Purpose-driven leaders use storytelling to help employees personally identify with the impact of their daily work on the organization’s stakeholders,¹⁸ which creates alignment and a stronger sense of shared purpose.
  • The current pandemic is inspiring a sense of shared purpose and alignment among many leaders. Messages like Together We Will Persevere from SAP’s co-CEOs and Coming Together to Combat COVID-19 from Microsoft’s CEO are more common now than in recent years.
  • Example of HR practices that create alignment:
    • Recruitment (hiring for purpose) by having a compelling employer brand that attracts the right individual to apply for jobs at the organization.

• Transparency. Purpose-driven organizations have leaders who translate (reduce the complexity of purpose) and truthfully communicate the social impact of every decision.¹⁹
  • Consider for example, Patagonia’s decision to close all stores amid the COVID-19 outbreak to protect both employees and customers, and their commitment to continuing to pay employees throughout their closure.
  • Example of HR practices that cultivate transparency:
    • Communication to clearly and constantly convey purpose-driven beliefs, values, assumptions, behaviors, and decisions.

• Psychological safety. Purpose-driven leaders dedicate time to talk personally with employees and intentionally integrate rituals or events that manifest their shared sense of purpose and enhance their mutual trust and psychological safety.
  • Crises like the current pandemic are testing many leaders’ ability to calm down fears and instill a sense of safety throughout the organization. The Coronavirus Generosity Challenge is an example of leaders who are finding ways to make a positive contribution internally and externally amid the current situation.
  • Example of HR practices that build greater psychological safety:
    • Manager support to learn to lead a remote team with empathy (e.g., encourage them to check-in more frequently with their direct reports via video conferencing or phone calls and have meaningful conversations).

• Feedback-sharing. Purpose-driven organizations actively solicit employees’ ideas to activate their individual sense of meaning and their collective sense of purpose.²⁰
  • Purpose-driven organizations tend to measure purpose through real-time feedback mechanisms (e.g., pulse surveys) that influence the employee experience.
  • Example of HR practices that support feedback-sharing:
    • Pulse surveys to collect real-time and frequent employee feedback, especially during these challenging times.

Leaders face barriers to purpose

Historically, many leaders have believed that a purpose-driven focus conflicts with a profit-driven approach. This may be of no surprise as most of the world has focused on only maximizing profit for shareholders. But even though purpose is often cast as the opposite of business profit, this isn’t necessarily the case.

Organizations can define their impact on stakeholders as a spectrum of possibilities based on what aligns with the firm’s objectives and values. This spectrum can range from deliberate social impact to maximizing both impact and profit objectives, and to meeting the traditional market expectations of pure business profit (see Figure 2).²¹

Figure 2: The Force for Good Spectrum | Source: INSEAD Responsibility – BLOG, 2020.

Beyond the purpose-vs-profit debate, leaders face other barriers that prevent them from adopting purpose-driven strategies:^22,23

• Market volatility tied to shareholder expectations, which hinders leaders’ ability to focus on long-term value creation
• C-level executives sometimes lack the ability to envision synergies between sustainable development goals and their business
• Organizational systems and infrastructure that are not aligned with long-term purpose and value
• Hiring people whose individual purpose does not align with the organization’s purpose
• The lack of development opportunities for leaders who do not behave in purpose-driven ways
• Employee performance targets and incentives that are not aligned with the organization’s purpose

This is further worsened by limited purpose-driven targets or incentives tied to leaders’ scorecards; 68% of leaders see the need to make better progress in this area.²⁴

Yet, it seems like the current COVID-19 pandemic is affording leaders a bit of flexibility to make more purpose-driven decisions than in years’ past. We’re seeing this play out in leaders’ responses to policies and practices that protect employees or in their rapid pooling of resources to address community needs for more ventilators or masks. We see 2020 as providing an opportunity to cement a purpose-driven approach as a strategic and imperative way of doing business.

Purpose-driven metrics are a big problem

Nowadays, purpose is touted as a cost-of-entry for any business. This has been partly driven by pressure from well-known investors,²⁵ by increased scrutiny over the impact of organizations on stakeholders,²⁶ and, to a certain extent, by the promise of greater consumer trust and loyalty along with increased talent retention.²⁷

This focus on purpose-driven organizations is bringing the need to measure impact to the forefront – which is easier said than done. In theory, purpose-driven organizations can substantiate their triple bottom line (TBL) impact on 3 areas: people, planet, and profit.²⁸ There are numerous measurement approaches that follow TBL principles. Here are some of the common ones:

• Environmental, social, and governance (ESG) criteria²⁹
• Includes measures of environmental impact (e.g., green building, pollution prevention, energy efficiency), social metrics (e.g., human capital engagement, labor standards), and governance (e.g., business ethics).
• Social return on investment (SROI)³⁰
• Tracks relevant social, environmental, and economic outcomes to forecast or evaluate impact. It calculates a ratio after assigning a monetary value to inputs and outcomes.
• B Corporation Certification³¹
• Assesses all aspects of a company (environmental and social impact, corporate governance, community involvement) based on accountability and transparency standards.
• SAM Corporate Sustainability Assessment³²
• Serves a wide range of stakeholders and includes several indices:
  • The Dow Jones Sustainability Indices (DJSI)
  • S&P ESG Index
• ISO 26000 Social Responsibility³³
• Provides guidelines to effectively assess and address social responsibilities to multiple stakeholders: customers, employees, environment, suppliers, and shareholders.

But in reality, organizations find it challenging to actually measure their TBL; only 35% of companies align their business practices to a multistakeholder model today.³⁴ This is partly driven by unclear and unsystematic reporting mechanisms.

Entities such as The International Organization for Standardization (ISO) and The Global Reporting Initiative (GRI) aim to fill this gap by outlining specific reporting guidelines that facilitate organization- and industrywide comparisons.³⁵ Organizations can use the recommended guidelines to report their impact across clearly defined economic, environmental, and social categories.

Must-read articles

These articles caught our attention because they're interesting or insightful in helping us understand purpose-driven organizations.

Gartner HR survey reveals 88% of organizations have encouraged or required employees to work from home due to coronavirus

Brian Kropp

“As the COVID-19 crisis disrupts organizations across the globe, HR leaders must respond quickly and comprehensively, considering both immediate and long-term talent consequences.”

This article summarizes findings from a recent HR survey on how organizations are addressing coronavirus challenges and needs.

Highlights:

• States that 88% of organizations have encouraged or required employees to work from home.
• Shows how organizations are responding to coronavirus-related absences.
• Lists recommendations for HR leaders on managing remote talent.

COVID-19 and corporate purpose—Four ways businesses can respond now

Greg Hills

“When faced with this unremitting uncertainty, how can a company maintain clarity on its societal purpose? What is the role and responsibility of your business in a time of chaos and crisis?”

This article suggests four levers to guide purpose-driven organizations during the current COVID-19 crisis.

Highlights:

• Recommends that organizations leverage their core business assets to meet the current needs of stakeholders.
• Emphasizes the importance of focusing on generosity and compassion (vs. profit) during this time of need by adding value to stakeholders, especially employees and local communities.
• Advises leaders to keep a long-term view of their company’s role in navigating the pandemic and helping stakeholders return to normalcy once the current crisis passes.

We are nowhere near stakeholder capitalism

Vijay Govindarajan & Anup Srivastava

“While we admit that considerable progress has been made in developing theory, models, and disclosure norms for ESG objectives, we believe that we are nowhere close to achieving ‘integrated reporting,’ as some people might claim.”

This article states that many organizations aren’t creating value for all stakeholders.

Highlights:

• Suggests that real change will come once organizations transform their financial and non-financial measures.
• Mentions that maximizing shareholder returns remains the main objective – while keeping ESG goals as a secondary objective – for many organizations.
• Asserts that organizations aren’t close to developing an “integrated reporting” framework that includes both tangible and intangible capital resources.

Put purpose at the core of your strategy

Thomas W. Malnight, Ivy Buche, Charles Dhanaraj

“When customers, suppliers, and other stakeholders see that a company has a strong higher purpose, they are more likely to trust it and more motivated to interact with it.”

This article highlights results from a global study of companies that use purpose to generate sustainable growth, stay relevant, and deepen ties with stakeholders.

Highlights:

• Describes a purpose-driven strategy to help companies overcome challenges.
• Provides specific suggestions to help organizations define their purpose and implement it as a core business strategy.
• Highlights the tangible and intangible benefits of purpose to organizations.

Putting purpose to work: A study of purpose in the workplace

Shannon Schuyler & Abigail Brennan

“Purpose is about empathy – it defines the human needs and desires that a company’s products and services fulfill.”

This report discusses results from a study of over 1,500 U.S. employees across 39 industries on purpose in the workplace.

Highlights:

• Considers leaders’ role in purpose-driven organizations, especially in their communication and decision-making.
• Identifies team leaders and coaches as holding the greatest potential to help employees identify and translate their individual meaning and purpose into the organization’s purpose.
• Discusses the role of younger generations in shaping the purpose conversation.

9 out of 10 people are willing to earn less money to do more-meaningful work

Shawn Achor, Andrew Reece, Gabriella Rosen Kellerman, Alexi Robichaux

“The old labor contract between employer and employee – the simple exchange of money for labor – has expired.”

This article discusses results from the Meaning and Purpose at Work Report, and asserts that people highly value meaningful work.

Highlights:

• Identifies that more than 9 out of 10 employees are willing to trade a percentage of the earnings for greater meaning at work.
• States that many companies fail to leverage the power of meaning at work despite its many benefits to both employees and organizations.
• Recommends a series of actions companies and leaders can take to support and foster a sense of meaning and purpose throughout the organization.

Additional articles for your reading pleasure

1. “A Time to Lead with Purpose and Humanity,” Joly, H., Harvard Business Review, 2020.
2. “From Being Purpose-Led to Foster A Toxic Culture: Why Companies Like Away Fail to Live Up to Their Promises,” Bulgarella, C., Forbes, 2019.
3. “Balancing Profit and Social Welfare: Ten Ways to Do It,” Craig Smith, N. & Lankoski, L., INSEAD, 2018.
4. “Creating a Purpose-Driven Organization,” Quinn, R.E. & Thakor, A.V., Harvard Business Review, 2018.
5. “The Purposeful Company,” Chapman, C., Edmans, A., Gosling, T., Hutton, W., & Mayer, C., Big Innovation Centre, 2017.
6. “Purpose-Led Organization: ’Saint Antony’ Reflects on the Idea of Organizational Purpose, in Principle and Practice,” White, A., Yakis-Douglas, B., Helanummi-Cole, H., & Ventresca, M., Journal of Management Inquiry, 2016.
7. “The Business Case for Purpose,” Keller, V., EY Beacon Institute & Harvard Business Review, 2015.

These are slides from a presentation that Stacia Garr, Co-founder of RedThread Research, gave with Melissa Arronte, Solution Principal at Medallia, to discuss critical areas of employee experience during COVID-19.

The foundational lens of our Model for Responsiveness? RESPECT. Our research shows that organizations that have any intention of effectively responding to their external environments must start with respect of their employees.

Figure 1: Model for Responsiveness | Source: RedThread Research, 2020.

 

This week, we took the opportunity to gather several leaders together in an interactive roundtable and brainstorming session around RESPECT for employees and the 3 features of employee respect, as shown in Figure 2 below.

3 Areas of Respect for Employees

Figure 2: 3 Areas of Respect for Employees | Source: RedThread Research, 2020.

 

This leader roundtable addressed each of these 3 areas in the context of two main questions: 1) What are your respective companies doing in these areas? and 2) What are your ideas for doing this better?

This discussion was particularly interesting given the current context: our organizations are faced with the need to radically change internal processes and norms to react to unprecedented change in their marketplaces. Most urgently, companies are ramping employees to work effectively from home; more long-term, companies are considering cashflow and product viability, and making people adjustments to accommodate. Below is a mindmap representing the roundtable discussions.

Responsive org roundtable #1: Respect mindmap

Source: RedThread Research, 2020

For a brief summary of the roundtable and the 3 aspects of a Respectful culture, watch the video below.

Respect roundtable recap

In the following sections, we expound on these 3 areas and highlight the good advice we heard at the roundtable.

Psychological safety

One of the most powerful themes, directly addressed in the psychological safety discussion but permeating all other discussions as well, was the need for organizations to create a psychologically safe place – to view employees as thinking, feeling humans and ensure their well-being.

In times such as these, mistakes will be made and failures will happen. A psychologically safe place acknowledges these mistakes and failures respectfully, without compromising employees’ self respect or jeopardizing their careers.

Advice from leaders:

• Personal huddles. Quick, concise, personal check ins – not about the work, but about the person. One leader suggested two questions leaders can ask: 1) How stressed are you? and 2) What help do you need?
• Increased leadership connection. Leaders should be connecting more with employees to understand needs and provide direction. Suggestions included more regular pulse engagement surveys (instead of the yearly, or bi-yearly versions), direct contact with employees that may be struggling, regular check-ins and communication with staff, and follow-up with support for information gathered through surveys and check ins.
• Leadership responsibility. Managers and leaders set the tone; if organizations are striving for an open, safe, place for employees, it is the managers and leaders who must model the behaviors they expect.

Autonomy

Autonomy & Respect from Leaders showed up in the data together. We think this is because they often go hand in hand: managers who allow more autonomy  among employees tend to respect them more, and vice versa.

Autonomy means that organizations give employees control over the day-to-day operations of their roles. They recognize and honor employees' abilities to use their unique skills and knowledge to problem-solve.

Advice from leaders:

• Address failure carefully. Employees are paying careful attention to how leaders react to failure. Will leaders continue to encourage intelligent risk-taking and learning from mistakes, or will they buckle down and discourage it? Our roundtable discussion encouraged leaders to share failure stories (including their own) and learn jointly from things that didn’t go quite as planned.
• Experimentation. Organizations can use the current chaos (nothing is working the same way it did) for experimentation because everything is up in the air. There may be antiquated systems, processes, technologies, or even products that need to be rethought. Now is the time. Organizations should use this time to develop an experimentation muscle to deal with uncertainty and change.
• Post-crisis team. One leader suggested the idea of putting together a team dedicated to identifying positive changes made during this time and finding ways to institutionalize them. While there is a strong desire to return to “normal,” now is a good time to determine what, if anything, about the “normal” wasn’t good, and retool it.
• Collaborate with employees. During this time when everything is up in the air, one leader said he noticed more collaboration between managers and employees. Instead of, “Do this!” it was, “What can we do in this circumstance?”
• Focus on well-being. Leaders also noted that more time was being spent on personal conversations. Managers were asking after employees and their families more, and carving out more time during the week to spend some time together as humans, not just coworkers. Managers were also more understanding (because we’re all in this together…) about screaming children, aging parents, barking dogs, and strange haircuts.
• Equip managers. One leader mentioned that he would like to see more help for managers – and not just traditional training. Coaching and mentoring, job helps, data, and feedback can both set expectations for what we expect from managers, but also alleviate some of the pressure they’re currently feeling. One leader also suggested creating networked leaders so that they can share information with each other and hold each other accountable for the types of leaders they want to be.

Bottoms up information

Finally, organizations show respect to employees by providing ways to get information to them, but probably more importantly, gather information from them. This shows up in two main ways.

First, through feedback loops. Feedback loops ensure that employees have the information they need to do their jobs as well as information about how they’re performing those jobs. Feedback loops ensure that everyone is on the same page and working in the same direction. One leader noted that organizations often default to being “nice,” or not sharing necessary information because it’s not polite, when in actuality, keeping that information from employees shows a lack of respect for them as humans and as employees.

Second, organizations also show respect to employees, their knowledge, and their skills by soliciting their perspectives. Employees at the edges of the organization, or with deep knowledge in certain areas often identify needed changes before those more centrally located. Established norms for gathering and sharing that information enables organizations to move more quickly as a whole.

Advice from leaders:

• Use OKRs and goals as feedback mechanisms. Organizations that have moved from yearly goal discussions to more frequent check-ins can and should leverage these discussions to make sure that everyone has the information they need. This ensures that goals don’t get lost at lower levels and established a process and norm for feedback that is often less threatening and more collaborative.
• Use tools such as retrospectives. Many leaders mentioned that feedback an/or perspective sharing doesn’t happen because there are not mechanisms in place. A retrospective is an exercise wherein a team gets together to discuss what went well, what didn’t go well, and what needs to change. This can be used at the end of a project, at certain milestones within a project, or even at regular intervals. A retrospectives normalizes feedback and perspectives and eliminates the need for blaming. It also promotes teamwork. (Incidentally, we used a retrospective at the end of our last roundtable to make the next one even better.)
• Model behaviors. This has been mentioned in previous areas we have discussed, but it bears mentioning again. Feedback and perspective-sharing often doesn’t happen unless it is modeled by leaders. Some suggestions for modeling from the roundtable included: clearly setting expectations and holding managers responsible for feedback / perspective sharing; inviting senior leaders (CEO) to be transparent on where the company is during a crisis and inviting questions / suggestions; and providing coaching job aids that give managers key information about how to give feedback.

To sum up

In all, roundtable conversations were much more optimistic than pessimistic. Yes, the current situation is throwing all that we know and are comfortable with out the window, and we are all feeling our way through this. But, as these leaders pointed out, this is a perfect opportunity to make changes that will positively affect the organization internally, as well as help it compete more effectively externally.

A special thanks to all of the leaders who participated in this interactive roundtable. Thank you for your willingness to share your experiences and insights – it makes the research that much better!