What Really Matters!Volume 3, Number 1, 2011

ByGary Ryan

What Really Matters! Volume 3, Number 1, 2011 – is a compilation of selected

articles from The OTM Academy from January 1st 2011 until March 31st 2011 .

By Gary Ryan

Published by What Really Matters Publishing

c/- Organisations That Matter

Level 8, 350 Collins Street

Melbourne, Victoria 3166

AUSTRALIA

Phone +61 3 8676 0637

E-mail: info@orgsthatmatter.com

Copyright © 2011 Gary Ryan, Organisations That Matter®

All effort was made to render this ebook free from error and omission. However,

the author, publisher, editor, their employees or agents shall not accept

responsibility for injury, loss or damage to any person or body or organisation

acting or refraining from such action as a result of material in this book, whether or

not such injury, loss or damage is in any way due to any negligent act or omission,

breach of duty, or default on the part of the author, publisher, editor or their

employees or agents.

A note about ebooks Ebooks provide a special function that traditional books cannot provide. The links

in this ebook are ‘live’, so if you read the ebook while online, you can immediately

access the reference material.

             

 

 

    

Who should read this ebook? This ebook is for people who are interested in personal, professional and

organisational development, specifically as it relates to achieving career

aspirations and enabling the organisations within which we work to be better

places for human beings. This ebook represents articles from the first quarter of

2011 from the OTM Academy. Specifically, senior and developing leaders who

believe that enabling people to shine is the key to organisational success will

benefit most from the contents of this ebook.

To join the OTM Academy please follow this link.

Thank You!

Thank you to all our members of the OTM Academy. We hope that you will receive

great value from this collection of articles compiled in the first quarter of 2011.

Please respect our copyright. This means that if you have received this ebook you

are free to share it, providing you do not change it in any way.

Keep learning!

Gary Ryan

What Really Matters! Volume 3, Number 1, 2011

Table of contentsGreat service starts with identifying expectations 1

Australia Day - a time to say, “Thanks!” 2

Formal learning ʻon the jobʼ a success 3

News flash - great service attracts customers 5

Great service identifies what we shouldnʼt be doing 6

OTM Academy Member Cecilia Chan wins AusCham Scholarship 7

Creating shared value contributes to creating an organisation that matters! 8

Why developing your people is at the heart of great service 9

Success lessons from comic Marty Wilson 10

Would you like your team, department and/or organisation to be able to have conversations about the things that matter for your organisation? 10

Service standards exist to enable you meet and exceed customer expectations 11

Are your actions undermining what you have asked your team members to do? 12

A retail MBA in an article - BRW interview with Janine Allis 15

The problem with taking sides is it usually means winners and losers 16

By Ian Berry 16

Is there something wrong with me? - I don't seem to be able to answer questions about my vision 18

Mission's matter - mission statements don't 20

By Ian Berry 20

Emerging Leaders Report by Alicia Curtis 21

Understanding Innovation 22

Monash University PAL Program Leaders prove that we are in good hands with Gen Y 24

Re-discovering the 'non-virtual' world 26

Who is on your “Personal Success Team?” 28

If you listen, service excellence follows 30

Online Courses 31

Webinars 31

What Really Matters For Young Professionals! 32

Online Checklist 32

About Gary Ryan 34

What Really Matters! Volume 3, Number 1, 2011

Great service starts with identifying expectations

This is the starting point for great service. If you don’t understand the expectations

of your customers, then everything that you do is likely to contribute to failing to

meet them. Customers will have expectations whether you understand them or

not. They usually consist of outcome factors and process factors and have a zone

of tolerance for them to be acceptable.

The outcome factors relate to the reliability

of the service/product and determine

whether the service/product meets the

customers’ expectations. The process

factors relate to the customers experience

and will determine if the customers’

expectations have been exceeded or not.

Quote from a research participantOnce you realise that the starting point is

understanding expectations, everything

else becomes a whole lot easier. All you

have to do is ask people what they want,

and then do your best to deliver that to

them.

Please feel free to comment on this article.

1

Australia Day - a time to say, “Thanks!”

Not that we should limit ourselves to saying "Thanks!" to one day per year, but

Australia Day offers an opportunity and a reminder to be thankful for what we

have. Recently I posted an article titled the Thankful List.

Think about the things for which you are thankful and offer a genuine "thanks!" to

at least one person today. Why not! For those of us who live in Australia we

recognise that we are very lucky to live in a country full of opportunity and

potential, while still remaining relatively safe.

I too would like to thank you for making the effort you are making to help make

your organisations, institutions and centres of learning better places for the people

who work/study there and the people you serve. You can never underestimate the

positive difference that a lot of people doing a lot of 'little things' can make over

time.

Enjoy today and once again, thank you!

Please feel free to comment on this article.

Do you have a plan for personal success?

Check out how an OTM Plan for Personal Success™

can benefit you!

What Really Matters! Volume 3, Number 1, 2011

2

Formal learning ʻon the jobʼ a success

Much of our tertiary education system involves a separation of theory from

practice. Recently, however, a new experiment to bring a fresh stream of talented

people into the teaching profession has shifted from the traditional approach.

The Teach For Australia initiative selected 45 top university graduate students from

750 applicants across a wide range of course backgrounds. Despite wide criticism

of the program, these students were then placed into an intensive 6-week teacher

education program at Melbourne University.

The students were then sent to 'Associate' teaching positions in Victoria's

toughest schools.

Throughout their practical teaching experience the students continue to study and

undergo a formal mentoring program. In many ways this initiative mimics the style

of training and development established in the vocational education system. The

bottom line is that the students are learning by doing, supported by continued

development of their knowledge of theory.

After the first year of the program, 95% percent of the students are continuing into

the second year of teaching which is an outstanding achievement and highlights

the value of mixing theory with practice.

As a qualified teacher myself (my first degree was a Bachelor of Education

majoring in Physical Education) I have often thought that the 'apprenticeship' style

of formal education might be better suited to the development of teachers. I have

often thought the same about management development.

One of the great challenges for management development is the separation

between theory and practice. When you are the only manager from your area

completing a graduate management program it is very difficult to apply what you

are learning in the workplace. It is even more difficult to discuss with colleagues

why you are doing what you are doing. It is for this reason that formal corporate

education programs where teams of people from the same company receive

formal management training as a cohort have the potential to significantly enhance

the transfer of theory into practice.

What Really Matters! Volume 3, Number 1, 2011

3

Looking back at the education example cited above, let's consider some of the

reasons why this program has been successful despite it being highly criticised

when it was introduced. I will take a Systems Thinking perspective on my analysis.

The system required that the students who applied for the program had to be

graduating from their current courses with high grades. This meant that the system

was attracting students with a proven capacity to learn in a university environment.

The students were aware from the outset that the program required them to teach

in 'difficult' schools and that this commitment was for a two year period. In other

words the students were highly aware of the 'big picture' into which they were

enrolling.

The students would be paid $45 per year for being in the program. This is a

reasonable wage for a graduating student and what better way to receive a formal

education than to be paid for doing it!

The factors listed above meant that you had highly self-motivated people enrolling

into the program.

When only 45 positions were available and 750 applications were received the

intrinsic value of the system was in evidence by the sheer numbers of applicants -

students could see the long term value of the system.

Continuing the formal teaching education after the initial six week university

program meant that students could discuss and reflect 'in class' on real teaching

situations. Theory and practice had become one.

The formal mentoring system meant that the students were 'not alone' on this

journey - while they may have been alone in the classroom, help was never far

away.

It is heartening to see such a modern approach to formal education and my hope

is that more university courses follow this approach, and management is a

particular area that could benefit from tightening the relationship between theory

and practice.

You can read more about the Teach For Australia program here.

Please feel free to comment on this article.

What Really Matters! Volume 3, Number 1, 2011

4

News flash - great service attracts customers

Leonard Berry (author of On Great Service, 1995) has long advocated that great

service attracts customers. This is because there are so many companies who are

poor at service delivery. It is therefore easy for customers to differentiate between

good and poor service companies and providing the benefit that the customer

receives is more than their burden for obtaining that service or product, customers

will continue to be attracted to great service.

Berry also highlights that a large benefit of

great service is that positive word-of-mouth

advertising is generated by great service. In

short, great service attracts customers.

Quote from a research participantFor a long period of time my friend had been

telling me about this bakery near where she

lives. Finally I went there. She was right! The

people and the ‘taste bud delights’ were

fantastic! You should go there too!

Please feel free to comment on this article.

What Really Matters! Volume 3, Number 1, 2011

5

Great service identifies what we shouldnʼt be doing

Just as great service tells us what we should be focussing upon and where our

resources should be allocated, great service also helps to identify what we need to

stop doing or what we should not start doing in the first place.

Southwest Airlines is an example of an organisation that is clear about the service

that its customers want. They want safe, regular, reliable services that will get them

to their destination on time delivered by genuine, caring and courteous staff.

Everything else, the in-flight food, the styling of the tickets etc. is all secondary to

the main expectations of its customers.

Southwest’s Customer Charter outlines how it respects and addresses the

expectations of its customers. You will not find Southwest Airlines placing a lot of

focus on in-flight food. While it is available, it is not the main focus of their service.

So they don’t put any more effort than is required into that part of their service.

Southwest’s service focus enables it to know what to do and what not to do.

Quote from a research participantAfter we had expelled three members from the centre and fully refunded their

memberships (even though they had already used 90% of their time) we were

approached by more than 30 members who told us that if we had not acted and

expelled the three people, then they would have all gone and joined another

centre.

It really re-enforced that our members’ code of behaviour was there for a reason.

The worst thing we could have done was to have turned a blind eye to it. It would

have cost us.

Please feel free to comment on this article.

What Really Matters! Volume 3, Number 1, 2011

6

OTM Academy Member Cecilia Chan wins AusCham Scholarship

OTM Academy member and a recent interviewee on the Leadership Insights Series

Cecilia Chan has been awarded one of the 15 inaugural scholarships by the China-

Australia Chamber of Commerce.

Cecilia will spend nine months based in Beijing.

"The Scholarship is a comprehensive career development platform aimed at

fostering the next generation of Sino-Australian business leaders. Each year the

scholarship will bring to China Australia’s top graduates across a range of

academic disciplines to undertake a full time 9 month graduate traineeship. During

the traineeship, they will receive Mandarin language training, access to the

Chambers professional business network, mentorship and sponsorship to attend

business and industry seminars. At the end of the internship, exceptional

individuals will be offered full time positions in the companies China operations."

We wish Cecilia every success on this new chapter in the evolution of her career

and we look forward to receiving some updates on her progress.

Please feel free to ask questions and/or to make a comment on this article.

Are you a member of ?

Connect with Gary here.

What Really Matters! Volume 3, Number 1, 2011

7

Creating shared value contributes to creating an organisation that matters!

Michael Porter and Mark Kramer have released an interesting article about

organisations creating shared value in the Harvard Business Review.

 

Porter and Kramer argue that organisations need to operate from a new paradigm.

One where value creation is not just about profit generation but also about how

organisations can contribute to solving community and societal problems. They

are not talking about social responsibility either.

 

They are talking about a genuine paradigm shift in which profit and social

responsibility create equal value and they argue that it is possible to create such

an organisation.

Shared value provides value to the organisation achieving its objectives, provides

value to the employees of the organisation in helping them to contribute to

worhtwhile projects and provides value to the broader community in contributing

to solving social problems.

You can access the full article here.

Establishing the skills to create an organisation that matters is paramount to being

able to create shared value. Yet most organisations are unaware of the skills

required to undertake such a paradigm shift. Developing the skills to dialogue is

one of the critical skills required. You can learn more about the seven skills of

dialogue here.

What are your experiences of creating shared value?

Once you have read the article please feel free to post a comment.

What Really Matters! Volume 3, Number 1, 2011

8

Why developing your people is at the heart of great service

Existing staff need to be developed so that they have the capacity to implement

your Service Strategy. This will result in them having the capacity to understand

the expectations of their customers and being able to develop appropriate service

standards from that understanding.

New staff need to be recruited through

processes that identify their alignment with

your Service Strategy. This means that the

organisation’s recruitment processes must

reflect a process that is seeking the best

possible people that it can find so that its

Service Strategy can be implemented.

 

Quote from a research participantOur recruitment policy used to be, “Do you

know anyone who has a heartbeat and is

available?”. Me, I’d been here 20 years

and had never been on any training. I

never realised how bad we were until I

honestly thought about whether I’d like to

be a customer of my own team. My answer

was no!

 

How are staff recruited and developed in your organisation?

Please feel free to comment on this article.

What Really Matters! Volume 3, Number 1, 2011

9

Success lessons from comic Marty Wilson

Marty Wilson interviewed over 400 inspirational people to write his best selling

What I Wish I Knew series of books. As an author and stand up comic, three of the

key lessons that Marty discovered from his research were:

 

1. Take risksSuccessful people take risks. They don't die wondering. Marty explains that risk

taking is not about jumping out of aeroplanes. It could be as simple as being

yourself at work and not following the crowd.

 

2. Recruit mentorsThis is no suprise to me but successful people actively seek mentors and learn

from them, both their successes and failures. Do you have a mentor?

 

3. Lighten upYes Marty is a comic, but the it was his interviewees who told him that laughter

and the capacity to see the lighter side of life was critical to success. Sometimes,

on the rough road of life, laughing is the only way to survive.

 

If you would like to read the full article by Dale Beaumont in his Business Blueprint

online magazine, please read it here...

Please feel free to add your comments to this article.

Would you like your team, department and/or organisation to be able to have conversations about the things that

matter for your organisation?

If so, learn about OTM Strategic Conversations®

here

What Really Matters! Volume 3, Number 1, 2011

10

Service standards exist to enable you meet and exceed customer expectations

Service standards are the in-house systems and processes, policies and

procedures that your organisation has created to give it every possible chance of

meeting and exceeding the expectations of its customers. They create the

possibility of consistency while allowing the people in your organisation to make

decisions that lead to improved service outcomes. It is not always necessary to

create new service standards; many of them already exist in operating manuals,

rules, procedures and policies.

 

The challenge is to determine whether they support or hinder great service. The

‘bureaucracy busting’ of the GE Workout program (Ashkenas, Ulrich, Jick, & Kerr,

1995) is an example of a process that at its very heart was about ensuring the

company’s systems and processes remained aligned to serving people and

achieving the organisation’s goals.

 

Quote from a research participantWe think that it is great when a new person starts work here. We encourage them

to ask questions. So they do. “Why does this policy and that policy exist?” That’s

what they ask. And if we haven’t got a genuine answer, then we seriously look at

the policy or procedure and change it if it is no longer helping us to serve our

customers.

 

How do your systems, policies and procedures enhance your capacity to meet and

exceed the expectations of your customers?

Please feel free to comment on this article.

What Really Matters! Volume 3, Number 1, 2011

11

Are your actions undermining what you have asked your team members to do?

One of my coaching clients is a coach of a semi-professional sporting team in

Melbourne, Australia.

 

We were having a conversation about the excuses that he is receiving from players

regarding their inability to make it to training. He was planning to 'have a go at

them for their lame excuses' at their next training session.

 

He provided an example that one player had told him that he couldn't attend

training because he would be attending his niece's birthday party.

 

My client was frustrated. He felt that such excuses were pretty lame. "I would

never have missed training for my niece's birthday party. How lame!"

 

Just as I asked him if it was possible that this player did in fact place his niece's

birthday party as a higher priority than training, at least for this one day in the year,

my client's phone rang. It was one of his assistant coaches so I encouraged him to

take the call.

 

After a few minutes he came back.

 

"Gee. The excuse was true. His sister is extremely unwell and her daughter is

without her mum on her birthday. He's doing the right thing."

 

I couldn't have been more excited. The information that my client received was

perfect for what I was about to ask him.

"What have you asked your players to do if they can't make training?" I asked.

 

"Ring or text me" he replied.

 

"Is that what they are doing?"

 

"Yes".

 

"So they are doing what you have asked them to do?" I re-enforced.

 

What Really Matters! Volume 3, Number 1, 2011

12

"Yyyeeeesssss?" He said, his brow slightly furrowed.

 

The penny had not yet dropped.

 

"It seems to me that your players are doing exactly what you have asked. They are

ringing you or texting you when they cannot attend training and providing their

reasons. Yet your focus has shifted to the content of their reasons. You are

focussing on whether or not you think their reasons are valid. As this example with

the niece has shown, clearly you thought the excuse was lame, but when you

found out the whole story you found out that it made sense."

 

"What if," I continued, "you stopped worrying about the content of the excuses

you are being provided. Why not believe whatever they tell you, even if it doesn't

make sense to you. This example shows that the player involved was being honest

with you. Ultimately, isn't that what you want?"

 

"Yes it is" he replied.

 

He then said, "If I had used the niece's birthday party as an example of the types

of excuses for not training that I was getting, as I had planned to do, and I had

ridiculed such an excuse I could have ruined my relationship with that player and

shown the players that I didn't really want them to be honest with me. Maybe I

could use this example to show that I will believe whatever they tell me. Ultimately,

if players want to lie to me, that's about them, not me."

 

He continued, "I was getting pressure from the other coaches to stop accepting all

the 'lame' excuses we believed we had been getting, but training attendances are

actually far exceeding those of previous years. The collective data on the whole

group is actually very good. I want the players to be honest with me and that is

what they have been doing. I can see how easily I could have changed that

behaviour and inadvertently encouraged them to tell me what they thought I

wanted to hear. I'm glad we've had this chat!"

 

If you have ever played sport, or acted in a play or played in a band and felt the

'sweetness' of perfect timing, this is how I felt at this point in the conversation.

 

I see this a lot in my work. Leaders asking their people to do something, which

they then do, but the leader loses focus on what they had asked their people to do

What Really Matters! Volume 3, Number 1, 2011

13

and shift their focus onto something else, albeit closely related. But they effectively

'move the goalposts'. This causes confusion and triggers the "Guessing Game".

Team members start guessing what the leader really wants. This is extremely

destructive. Yet the leader, from my experience, has little awareness that they had

in fact moved the goalposts.

 

One of the great challenges for leaders is to maintain behavioural alignment

between what they say and what they do. Fortunately, in the above example my

client was able to maintain his.

 

What are your examples of this challenge?

Please feel free to add a comment to this article.

Follow Organisations That Matter on

What Really Matters! Volume 3, Number 1, 2011

14

A retail MBA in an article - BRW interview with Janine Allis

Rarely is an article written that captures the essence of what it takes to be a

successful business person.

 

This recent article in BRW is an exception.

 

Kate Mills is able to draw from Janine Allis, founder of Boost Juice the core

principles of her success, which include:

1. Maintaining focus and not being distracted from your core products/services

2. Understanding the basic factors that exist in the industry within which you

operate

3. As an owner you have to really understand your business - including the parts

that may not be in your areas of strength

4. You have to have and look after the right people

5. You must be tight with your spending

6. Focus on making the customer a fan

7. Look outside your box for ideas as catalysts for innovation

8. The willingness to work cannot be underestimated

9. Allis' principles of success - her five Ps (People, Positioning, Product, Price,

Promotion)

 

This article is well worth the five minutes it will take to read.

 

Let me know what you think!

Please feel free to comment on this article.

What Really Matters! Volume 3, Number 1, 2011

15

The problem with taking sides is it usually means winners and losersBy Ian Berry

I have been involved in sport all my life for enjoyment, fitness, and the life-long

friendships that have been the result, and because in sport winners and losers is

OK, it’s the nature of games.

The same cannot be said for politics where the model of government and

opposition rarely means the best ideas get adopted because unless the opposition

agrees with the government great things rarely happen, like in Australia right now

where the government and the opposition are fighting over how to help people

devastated by floods and cyclones. It’s a joke. The monumental failures of dealing

with climate change and fixing the broken financial services system are just two

more examples of the many.

The troubles in Egypt of the past few weeks further demonstrate the problem with

taking sides. I wish for democracy everywhere in the world, however my kind of

democracy means everyone wins or at very least there is equity of opportunity.

Put religion in the mix and you often get more trouble if this means people

debating the undebatable about whose God is the right one and killing one another

as a consequence.

Now I am not suggesting for one moment here that we don’t take a stand against

injustice, tyranny, inequality, or any other of the world’s issues. I am suggesting we

find better ways to live in our world.

Business may well be the last bastion of hope. Enlightened business leaders

create shared value, i.e. everyone wins.

Creating shared value is so important I have dedicated my life to it and made

myself an authority on how to create shared value or CSV as it is sometimes

called. In a recent Harvard Business Review article Michael E. Porter and Mark R.

Kramer refer to CSV as The Big Idea.

What are you doing in your business and in your life to create shared value?

What Really Matters! Volume 3, Number 1, 2011

16

The future is not about taking sides for the consequences are winners and losers.

The future is not about who is right and who is wrong. The future is not about

politics or religion, although both have their place. The future is about finding ways

to live in harmony which each other and our planet, and where everyone has the

opportunity to win.

Be the difference you want to see in the world

Ian Berry

Founder Differencemakers Community

The Change Master™ - catalyst for changing what’s normal for the

good of people, our planet, and for profit

Please feel free to comment on this article.

Follow Organisations That Matter on

What Really Matters! Volume 3, Number 1, 2011

17

Is there something wrong with me? - I don't seem to be able to answer questions about my vision

Guiding people through the process of creating their OTM Plan for Personal

Success is one of the most rewarding aspects of my work.

I especially enjoy helping people who have the courage to ask questions when

they are 'stuck' throughout the process that I guide them through.

 

Tonight a participant in the program I was conducting asked me if there was

something wrong with her because she hadn't been able to answer the questions

that I had been asking that are designed to help people to work out their personal

vision.

 

Sometimes up to one third of program participants report this challenge. Which is

why it was so important that that Lilly asked her question. You see, in answering

Lilly's question other participants were also able to 'unblock' themselves from their

challenge.

 

When I inquired with Lilly about why she had struggled to answer the questions, I

discovered that Lilly had been letting her present reality 'get in the way' of defining,

and physically writing down what she really wanted. This is common. Our present

reality is so 'real' that it can be very difficult to set it aside and write down what we

really want.

 

Fortunately I was able to help Lilly see past this challenge so that by the end of our

short conversation she was flowing with answers that related to her personal

vision.

 

When we create a personal plan for success we have to focus on what we want.

After all, who is going to put into action strategies that are going to create who you

don't want? Not me, that's for sure.

 

Finally, creating a personal plan is like any skill. The first time we do it we are not

as good as we'd like to be. This is normal. Which is why personal planning needs

to be practiced and, especially in the first years of living your OTM Plan for

Personal Success, I recommend updating your plan every six to 12 months.

What Really Matters! Volume 3, Number 1, 2011

18

Please feel free to comment on this article.

Are you a member of ?

Connect with Gary here.

Do you have a clear and defined approach to creating high performing teams?

If not view our approach to creating Teams That Matter™

here

What Really Matters! Volume 3, Number 1, 2011

19

Mission's matter - mission statements don'tBy Ian Berry

I came across a brilliant blog via a discussion on LinkedIn group Association &

Convention Innovators. The blog by Dan Pallotta in Harvard Business Review Do

You Have a Mission Statement, or Are you on a Mission? hits the target on why

some organisations are thriving, others are barely surviving, and some are going

South at a rapid rate, namely talk and no action.

You can read Dan’s blog here.

Here are my thoughts on the pointlessness of vision, mission, and value

statements unless they are lived.

In The Culting of Brands Douglas Atkin asks:

What’s your cause?

What do you want to have happen? If you’re not out to cause anything then

you might as well go back to bed.

What’s your cause, your mission?

and, did you leap out of bed today with it at the forefront of your mind?

and, are you living it, every minute, of every day?

Be the difference you want to see in the world

Ian Berry

Founder Differencemakers Community

If you have a deep hunger to:

make a real difference

leave a legacy

do something pioneering, breathtaking, and truly innovative

do well by doing good i.e. thrive in your business and solve a problem in your

world at the same time

then please review all the details here of a year of changing what’s normal and get

in touch with me without delay.

What Really Matters! Volume 3, Number 1, 2011

20

Emerging Leaders Report by Alicia Curtis

Folks,

 

Both experienced and developing leaders alike will gain a lot of value from reading

Alicia Curtis' Emerging Leaders Report 2011.

 

This is the second of Alicia's annual reports and is based on survey responses

from 204 emerging leaders.

 

The report includes information on:

* the biggest challenges for young professionals in the workplace

* the barriers to entering leadership positions

* the best resources to help young professionals in their leadership endeavours

* the greatest training needs

* the most preferred learning mediums

* and broad career goals

I thoroughly recommend the report and you can download it here.

www.otmacademy.com

What Really Matters! Volume 3, Number 1, 2011

21

Understanding Innovation

Innovation is considered to be one of the most defining characteristics of a

successful organisation. From an individual perspective, the capacity to be

innovative defines your employability.

 

So what is innovation?

 

In simple terms innovation is the ability to take something, and to place it with

something different in a way that provides some form of value.

For example, the classic paper bag and gift

wrapping paper existed separately for 100

years. Then, one day, they were put together

and the Gift Bag was born. On many levels

this is an example of linear or incremental

innovation. After all, both wrapping paper and

the classic paper bag were both made of

paper.

 

The Sony Walkman of the 1980s is another,

non-linear outcome of taking something and

placing it with something different. This time it was adding a music player to the

concept of portability.

 

In many ways the iPod is an incremental innovation that evolved from the original

Walkman. Yet it is also an example of non-linear innovation. In this example the

portable music player was added to a computer and the internet and the iPod was

born.

 

So how do you develop the capacity to innovate? Practice.

 

Each time you confront a problem or a challenge ask yourself what two or more

things could I put together to solve this problem or just add value to my present

circumstance?

 

While non-linear innovation is regarded as the step-change or game-breaking type

of innovation, incremental innovation is also valuable. Conscious practice of

What Really Matters! Volume 3, Number 1, 2011

22

innovation is what builds its capacity. How often are you and/or your organisation

practicing it?

 

If you're looking for something to read on this topic, it is still pretty hard to go past

Gary Hamel's book Leading The Revolution.

Please feel free to leave a comment on this article here.

www.otmacademy.com

What Really Matters! Volume 3, Number 1, 2011

23

Monash University PAL Program Leaders prove that we are in good hands with Gen Y

My work results in me working with Gen Zers through to Builders. Not a bad

spread, is it!

Often Gen Xers, Baby Boomers and Builders bemoan Gen Y.

"They want everything now", "They are selfish", "They don't understand loyalty",

"It's all them!" are statements I regularly hear.

But Gen Y are as selfless, community focused and loyal as any other generation.

I have proof.

of the work I do with developing leaders has

me working with students in various

leadership programs for universities based in

Melbourne, Australia. One such program, the

PAL Program for the Faculty of Business and

Economics at Monash University has students

experiencing a range of developmental

programs over a three year period. In their

final year of the program the students create community based projects.

They give up their time to generate and manage sustainable projects. Last

weekend 56 students gave up half of their Saturday (it was a beautiful 29 degree

day too) to go through a facilitated process to create projects. Next Saturday the

students will complete the first phase of this process as each 'project team' will

participate in a workshop to 'launch' their project and enhance the probability of

achieving their desired project outcomes.

Each project must fulfil at least one of the following principles:

1. Enhance the students to student experience

2. Enhance the student to faculty experience

3. Enhance the Faculty/University to community experience

What Really Matters! Volume 3, Number 1, 2011

24

The projects often end up raising awareness for charities and/or current domestic/

world events. Ultimately, the students do make a positive difference through their

actions (which are all in addition to their studies, part time work and anything else

they might be doing with their lives). If nothing else their projects create a sense of

community and belonging for students, factors that are extremely important and

cannot be underestimated in terms of student well being and mental health.

A significant purpose of the program is to enhance the employability of the

students by providing them with real opportunities to do real work. Universities

recognise the importance of creating well rounded students who understand

theory and are also able to put theory into practice. Over many years of facilitating

these programs I can say that they do enhance the employability of the students.

The lessons that arise from working with other talented people, within tight

timeframes and limited resources (often there is no money available for the

projects - the students have to generate the income they require for the projects to

be funded - which create a wonderful 'mind-shift regarding money that is

invaluable) are practical, real and powerful for the students.

After each day of completing my work with these students I always walk away with

high energy levels and heightened sense of positivity regarding our future. These

students do care about more than themselves, they are selfless and willing to give

of their precious time for a higher purpose and most importantly they do make a

positive difference. Our future really is in good hands.

Please feel free to comment on this article

What Really Matters! Volume 3, Number 1, 2011

25

Re-discovering the 'non-virtual' world

You may find the title of this article intriguing, "Re-entering the 'non-virtual world."

What is the 'non-virtual' world?

 

For me it is the present world, the real world. Early this week I was walking across

a bridge over the Yarra River. The early morning sun was rising in the east to a

back drop of a beautiful clear sky in various hues of blue. The Melbourne city

skyline looked magnificent.

 

At first I continued walking. After all I still had a bit of a walk ahead of me before I

reached the building in Melbourne's financial district where I was to meet my

client. As I walked I had been going over my preparation for my meeting.

 

The view I saw was so stunning that I stopped. I remember thinking, "Gary, this is

beautiful. Why don't you stop and just take it in."

You know the energy that you get when you see something beautiful. That's how I

felt viewing what was before me.

Then I noticed that everyone was rushing past me, seemingly unaware of the

beauty before them. At a closer look I noticed the ear plugs. A very high

percentage of people had them in their ears. Then I noticed something else.

Despite the high number of people passing me, I didn't hear a word of

conversation.

 

I decided to take a photo of this beautiful scene using the camera in my phone. As

I'm not a photographer my photo doesn't do the view justice, but it is not too bad

just the same.

 

What Really Matters! Volume 3, Number 1, 2011

26

As I reflected on this scene I began to wonder about the percentage of our lives

that we live in the 'non-virtual' world. In other words, how much of our time is

actually spent in the present? The present is a place where the world is alive right

now. There is literally no past and no future. Just now, just this moment.

 

In terms of work this relates to our awareness of what is happening right now. How

engaged are people with this meeting right now? How honest are people right

now? What is the 'energy' within our office space like right now? How are staff

treating each other right now?

 

As a fairly high user of the virtual world myself I am not advocating abandoning it.

On the contrary I believe it has a valuable place in our lives and social media is just

one example.

 

What I am talking about is balance. Sometimes I run with my iPod, but most often I

don't. I want to be in the present when I'm running, and I want to be able to use all

my senses when I'm in it.

 

Being in the present means that I increase my chances of seeing and then being a

part of beauty.

 

It was amazing how the energy that I received from the view from the bridge that

morning sustained me through the day.

 

What are your experiences of re-discovering the 'non-virtual' world'?

Please feel free to comment on this article.

What Really Matters! Volume 3, Number 1, 2011

27

Who is on your “Personal Success Team?”

Over the past few weeks I have helped over 100 people create their first ever OTM

Plan For Personal Success™. The process for creating these plans have ranged

from large group facilitated workshops to one on one executive coaching.

One of the fascinating and recurring themes of my work in this space is that

people do not have mentors currently present in their lives. Yet everyone with

whom I have worked over the past few weeks (to a person) has agreed that they

need other people to help them to achieve their success (and in turn recognise

that they too should assist other people in achieving their success).

Dee Hock, the founder of VISA International considered mentors to be crucial to

anyone's success. I agree. In fact I currently have three formal mentors in my life,

each of them adding clear and distinct value to my success journey. The insights,

practical steps and good old fashioned 'sounding boards' are but a few of the

benefits I have received as a result of conversations with my mentors. These days

most of the conversations I have with my mentors is over Skype. (While all three of

my mentors reside in Australia, one lives in Melbourne but some distance from me,

another lives in Adelaide and the third lives in Perth). It is such a simple and

effective tool for these types of conversations.

The challenge for most people is that each of us have to take personal

responsibility for recruiting our mentors. One of the success tools I use in the OTM

Planning For Success™ program is called Establishing Your Personal Success

Team. This is a group of people who have either holistic and/or specific skills that

can contribute to your success. Mentors, coaches, advisors, partners and close

friends fit into this category.

Establishing a list of the sort of roles people will need to fill is a great first step to

creating your Personal Success Team. Once this list is established, it becomes

obvious that mentors will need to be sought.

So, how do you find a mentor? One way is to ask people. Another way is to find

suitable people and pay them  for their value (as I do). The more I study success,

the more I am discovering that successful people never stop seeking help from

other people. Ever.

What Really Matters! Volume 3, Number 1, 2011

28

So, who is on your Personal Success Team? If you don't have anybody, what are

you going to do about it?

Please free to comment on this article.

Are you a Senior Manager and/or Business Owner and would value an independent

perspective on your alignment between what you say and what you do?

If so, browse our Executive Services here.

What Really Matters! Volume 3, Number 1, 2011

29

If you listen, service excellence follows

The capacity to listen is probably the most important skill that relates to service

excellence. Without this capacity staff will not know the expectations of their

customers, each other, or the key stakeholders of their communities. Organisations

that provide great service are fantastic listeners; to their customers, to their key

stakeholders and to each other within the organisation.

William Isaacs (1999) notes that our culture is

dominated by sight. Light moves at 186,000 miles

per second, yet sound only travels at 1,100 feet

per second. In summary, William Isaacs says that

in order to listen we must slow down.

 

How do you and/or your organisation slow down

to listen?

QuoteOur hearing puts us on the map. It balances us.

Our sense of balance is intimately tied to our

hearing; both come from the same source within

our bodies...Hearing is auditory, of course, relating

to sound. The word auditory...most ancient root means “to place perception.”

When we listen, we place our perceptions.

(William Isaacs, lecturer at MIT Sloan School of Management, consultant and

author)

Please feel free to comment on this article.

What Really Matters! Volume 3, Number 1, 2011

30

Online CoursesOrganisations That Matter provides a wide range of Online Courses to assist you in

your personal & professional development.

Our courses include:

Creating a Plan For Personal Success

How to Create High Performing Teams

Weekly Inspiration

16 Lesson What Really Matters For Young Professionals! eCourse

University Student Group Work For Success and much more

Please visit here for more information.

WebinarsA webinar is an online seminar. Providing you have

access to a computer and the internet, webinars

are a simple, easy and cost effective way to

access critical information for your personal &

professional development.

Samples from our webinar program can be viewed

here. Please remember to view the videos in

fullscreen mode.

Please sign up for our newsletter if you would like

to be invited to our upcoming webinars.

What Really Matters! Volume 3, Number 1, 2011

31

What Really Matters For Young Professionals! you taking full advantage of your first

years of employment?

Are you consciously developing

yourself and taking full advantage of

the opportunities presented to you?

Are you fully aware of the opportunities

that you have to accelerate your

career?

If you answered "No" to anyone of

these three questions then we can help

you to master 15 practices that will

accelerate your career.

"This book is the definitive tool for young professionals with loads of expert knowledge who need to quickly develop high-level employability skills. It can also be used by managers and HR professionals for induction of their graduate recruits, or young at heard professionals willing to adjust to the contemporary workplace. If you want to succeed in the 21th century as a high-performing individual I recommend you read this book."

Renata BernardeRelationship Manager and Career Counselor

Online ChecklistTake the Online Checklist for the 15 practices that are explained in the book, What

Really Matters For Young Professionals! Your results will help to quickly identify

how you can use the book to accelerate your career!

This product is for both Young Professionals and/or their employersWhat Really Matters For Young Professionals! How To Master 15 Practices To

Accelerate Your Career is a resource that will help Young Professionals (people in

the workforce with between five to ten years experience) to accelerate the speed

of their career progress.

What Really Matters! Volume 3, Number 1, 2011

32

While Young Professionals are unlikely to suffer the high unemployment rates of

previous generations in countries like Australia, this is not the situation in many

countries throughout the world.

In the USA and the UK Young Professionals are having significant challenges

finding employment. For those who are employed, even in Australia achieving

promotions are a challenge because of the high competition for these

opportunities. This is why continuous practical development is essential for career

progression.

What Really Matters For Young Professionals! is both a resource for Young Professionals and their employers. The book and Online Course create a space for

practical development to occur.

In these challenging economic times employers can provide the course to their

Young Professionals. Alternatively, Young Professionals can invest in their own

development. At less than the cost of three coffees per week over 16 weeks, the

investment for becoming a high performer is minimal.

If you are an employer and would like to discuss how the book and Online Course

can be packaged for your employees, please email Gary@orgsthatmatter.com .

"Wow! This book is jam packed with useful and practical strategies for young professionals wanting to take the next step up in their careers. In a time where young professionals are constantly asking for more mentoring and training, this book is the perfect do-it-yourself manual to improve your employability."

Alicia Curtiswww.ygenclub.com

Out now!

What Really Matters! Volume 3, Number 1, 2011

33

About Gary RyanGary Ryan is a Founding Director and owner of Organisations That

Matter, a boutique management consulting firm that assists

individuals, teams and organisations to achieve high performance

through aligning people, strategy, systems and processes.

Why? When alignment is achieved organisations behave in ways that matter to the

people working in them, the people the organisations serve and the broader

community. Ultimately alignment matters if the organisation wishes to achieve its

financial, social and environmental outcomes.

Utilising his diverse skills, experience and training, Gary helps organisations,

leaders and team members achieve maximum performance as a professional

management consultant and a dynamic facilitator and presenter. Key to Gary’s

success is his passion to influence behavioural change that aligns what individuals

say with what they actually do.

Gary is committed to helping organisations to really matter to their people; to their

stakeholders and customers; to their community and to their environment.

With over 17 years executive management and facilitation experience, Gary has

had broad exposure to the private sector, government bodies, elite sporting and

educational environments. In this capacity, Gary has designed and facilitated the

NAB Future Leaders Program and the NAB Mentor Program, the Leadership

Development Program at AFL club Richmond, whilst performing as Keynote

Speaker at the NAB TEDx TALKS and Monash University Postgraduate orientation

program since 2008. Gary has also provided culture assessment programs for

Boom Logistics and Executive Coaching services to a broad range of senior

managers.

Gary Ryan is a Certified What Makes People Tick® Facilitator and has served

as a Senior Assessor for the Customer Service Institute of Australia with

considerable expertise in developing service excellence. Gary is also a Licensed 0-10 Relationship Management® Elite Trainer Facilitator, enabling him to assist organisations optimise performance through improved internal and external

relationship management.

What Really Matters! Volume 3, Number 1, 2011

34

Gary is the Author of What Really Matters For Young Professionals! How to Master 15 Practices to Accelerate Your Career and has also written a series of

e-books, What Really Matters available here.

Gary has studied extensively, initially attaining a Bachelor of Education, and a

Graduate Diploma in Human Resource Management, holds a Master of

Management from Monash University in Melbourne, Australia.

Gary’s areas of specialty cover service excellence development, assessment and

facilitation, program design and development, and relationship management

development and facilitation.

Personally, Gary Ryan is happily married and a proud father of five children. He is

dedicated to maintaining a healthy lifestyle and is currently in training to run his

eleventh marathon.

Contact Gary at info@orgsthatmatter.com or join him on LinkedIn.

What Really Matters! Volume 3, Number 1, 2011

35