self-deception: the people secret - imh. · pdf fileself-deception: the people secret ......

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SE L F -DE CE PTION: THE PE OPL E SE CRE T

M ichael Lazan


EARL Y ME DICINE

But deaths continued

Thousands of hospital deaths

Symptoms were treated


EVE NTUAL DISCOVE RIE S

Disease is the single root cause of symptoms

Germs, bacteria, and viruses cause and spread disease

They, and not the symptoms, must be treated to prevent deaths


TRE ATME NT OF ORGANIZATIONAL PROBL E MS

Co m m un ic atio n Wo rk sh o ps

Co n flic t-Re so lutio n Se m in a rs

Ma n a g e m e n t Tra in in g Te am b uild in g

Expe rie n c e s Trust Exe rc ise s Mo tiv a tio n a l Spe e c h e s

An d so o n . . .

Treatment of individual problems:

A specific training program for every problem


ORGANIZATIONAL ISSUE S

F INANCE MARK E TING

3. Complain, don’t provide sufficient or timely information

Peer

Peer

Peer

Peer

1. Request analysis and justification of marketing plans

4. See Marketing as financially ignorant, irresponsible, make F inance’s job more difficult

2. See F inance as untrusting, interfering, “bean counters” with no strategic vision

AN EXAMPL E


PROBL E MS ?

Fin a n c eMa rk e tin g

Misc o m m un ic a tio n Co n flic t Silo Me n ta litie s Fin g e r-Po in tin g Slo w Pro b le m -Re so lutio n Turf Wa rs La c k o f Ac c o un ta b ility Mistrust Slug g ish Exe c utio n

A nd s o o n . . .


KE Y QUE STIONS

• Wh o ’ s c re a tin g pro b le m s?• Wh o th in k s the y a r e c re a tin g

pro b le m s?• So w h o th in k s the y n e e d to

c h a n g e ?• So w h o ’ s like ly to c h a n g e

(e v e n if w e a pply a so lutio n ?)

• So h o w lo n g w ill it la st?

A D e e p e r P r o b le m . . .

Fin a n c eMa rk e tin g


THE UNDE RL YING PROBL E M

Se lf-De c e ptio n• Th e pro b le m o f h av in g a pro b le m , b ut n o t k n o w in g yo u

h a v e a pro b le m

• As a re sult, w e : Cre ate pro b le m s Can ’ t se e th a t w e c re a te pro b le m s Th in k o th e rs c re ate pro b le m s Fe e l justifie d Re sist so lutio n s


Betray

SE NSE : To sh a re in fo rm a tio n w ith Fra n k to h e lp h im w ith h is w o rk

Honor

Ch o ic e

I am focused on myself and on justifying myself

I don’t see myself, others, or the situation clearly

I blame others when they have done nothing

How I started to see F rank

•Co m pe tito r/ th re a t•La zy•To o De pe n d e n t•Wo n ’ t a ppre c ia te it

How I started to see myself

•Mo re re so urc e ful•Ha rd e r w o rk in g•Be tte r Em plo ye e •I d e se rv e it a n d d e se rv e to b e o n to p

“The Box” of Self-Deception:

HOW DOE S IT START?

Becomes

Characteristic


SYMPTOMS OF SE L F - DE CE PTION

C hara c te r is tic s o f an E m p lo ye e S tuc k in “ The B o x ” o f S e lf-D e c e p tio n

Bla m e s o th e rs

Exa g g e ra te s o th e rs’ fa ults

Fe e ls v ic tim ize d

In sists th a t h e is rig h t

Fo c use s o n h im se lf


CORE SOL UTION

Co re Pro b le m :Th e Bo x

Co re So lutio n :Ge ttin g Out o f th e Bo x

CORE PROBL E M


COUNTE RINTUTIVE SOL UTION

Th e so lutio n to pe o ple pro b le m s is n o t to fo c us o n pe o ple pro b le m s.

Th e so lutio n to pe o ple pro b le m s is to fo c us, in a pa rtic ula r a n d po w e rful w a y, o n re sults.


F ocus on

-Myself

-Sufficiency of my “doings”

F ocus on

- Others

- Results / Organization

THE SOL UTION: A WAY “OUT OF THE BOX”

2. E mbed a different way of working

1. C reate deep awareness of “the box” and its impact on our livesthat doesn’t allow us to focus on ourselves and

our “doings”

E MPL OYE E OUT OF THE BOX

E MPL OYE E IN THE BOX


SIGNS OF WORK OUT OF THE BOX

• En th usia stic a lly fo c use s o n re sults

• En th usia stic a lly h e lps o th e rs g e t re sults

• Ac tiv e ly b o th le a rn s a n d te a c h e s

• Fo c use s o n so lutio n s

• Ta k e s c o rre c tio n e a s ily

• Ho ld s se lf a c c o un ta b le

• Ta k e s re spo n sib ility

• In spire s trust

C hara c te r is tic s o f an E m p lo ye e W o r king o ut o f “ The B o x ” o f S e lf-D e c e p tio n


WORK ING OUT OF THE BOX: RE SUL TS

Ca se• Div isio n o f te le c o m m un ic a tio n s firm w ith o v e r 3 0 ,0 0 0 pe o ple• Im ple m e n ta tio n o f re e n g in e e rin g a n d se v e ra l o th e r m a jo r in itia tiv e s

sim ulta n e o usly c a use d m o ra le a n d pro d uc tiv ity to plum m e t. • Tra in e d o v e r 1 ,3 0 0 o f th e ir m a n a g e rs, supe rv iso rs, a n d e xe c utiv e s to

w o rk o ut o f th e b o x.

Re sults Im pro v e d e ffic ie n c y b y o v e r 1 0 % In c re a se d re v e n ue g ro w th 1 7 % o v e r pla n Im pro v e d c a pita l e ffic ie n c y b y 5 0 % Re d uc e d in v e n to ry b y o v e r $4 5 m illio n Re d uc e d c o sts b y 2 3 % th ro ug h im pro v e d v e n d o r re la tio n sh ips Ra ise d o v e ra ll w o rk sa tisfa c tio n a m o n g pa rtic ipa n ts b y o v e r 2 0 %


Ca se •He a lth c a re Pro v id e r in se rio us fin a n c ia l d iffic ulty•Tra in e d e n tire sta ff to w o rk o ut o f th e b o x

Re sults•Triple d re v e n ue a n d o pe ra tin g in c o m e m a rg in s•De c re a se d sta ff turn o v e r to b e tte r th a n h a lf th e in d ustry a v e ra g e•Re c e iv e d 9 3 % fe w e r c la im s th a n th e in d ustry a v e ra g e in th e ir re g io n



Case • Ch e m ic a l Ma n ufa c ture r• On e m o n th in to th e q ua rte r, e a rn in g s pe r sh a re fo r th e q ua rte r w e re

pro je c te d a t o n ly 3 6 % o f b ud g e t• Applie d th e prin c iple s o f w o rk in g o ut o f th e b o x to re so lv e th e

situa tio n

Re sults• Exc e e d e d th e b ud g e te d e a rn in g s pe r sh a re b y 2 7 %



Ca se• La rg e De fe n se Co n tra c to r• In Oc to b e r, re q uire d to s la sh $7 0 m illio n in e xpe n se s b y e n d o f ye a r• Pla n n e d to fire 2 0 0 w o rk e rs to m e e t $2 0 m illio n o f th is re q uire m e n t • Im ple m e n te d o ut o f th e b o x w o rk m e th o d s to a tta c k th e issue

Re sults• Fo un d $6 .5 m illio n in sa v in g s th e first d a y• Me t g o a l o f $7 0 m illio n in c o st sa v in g s w ith o ut firin g a s in g le

e m plo ye e



THANK YOU

T H E A R B I N G E R I N S T I T U T E

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