Groundbreaking Identity Survey Report

Have you ever witnessed an employee whose personal identity is closely connected to the identity of his or her organization?  I’ve written about Nick the doorman at Memorial Sloan Kettering Cancer Center (MSKCC) in New York City and how fired up he is greeting cancer patients and their families.  Nick actually begins making eye contact  with patients when they are within eyesight walking toward MSKCC’s entrance (in Midtown Manhattan where no one makes eye contact).  One reason why Nick is so fired up is that he is a cancer survivor who attributes his survival to the care he received at MSKCC.

One of the leading thinkers on identity is Larry Ackerman, founder of The Identity Circle.  He wrote an excllent book entitled Identity is Destiny that effected the way I think about corporate identity and its impact on performance. Larry has come out with a new report entitled The Identity Effect.  The report is based on a survey of 2,000 individuals across five industries.  I wrote in the Connection Culture Manifesto and Fired Up or Burned Out, an organization’s identity has an impact on employee engagement and organizational performance if it inspires employees.  Larry’s research supports that view and sheds some additional insights on the power of identity. I encourage you to read it.

Knowledge Traps Sabotage Performance

A recent New York Times article entitled “For American Workers in China, a Culture Clash” described how American and Chinese cultural differences impact the workplace.  Cultural misunderstandings can be one form of Knowledge Trap that impedes the flow of knowledge in an organization.  Other Knowledge Traps include leaders/decision-makers who don’t seek diverse points of view, personal rivalries, departmental silos and isolationist organizations.  When decision-makers don’t have access to the best knowledge, there is an increased probability that they will make suboptimal decisions.  In addition, Knowledge Traps have a negative impact on the marketplace of ideas that fuels innovation.

To improve decision-making and innovation, leaders need to be intentional about removing Knowledge Traps. One of the best ways to do this is to educate people so they can be on guard against Knowledge Traps and understand how to avoid them.   Rewarding people who contribute to Knowledge Flow and the marketplace of ideas with compensation and promotions also sends the right message.

Nations Need Inspiring Identities Too

I’ve written about the need for organizations to have inspiring identities as one means to unite, engage and align members. Identity is the narrative that describes mission, values and reputation. An identity become inspiring when it connects with the personal identities of the organization’s members.  Nick, the door man at the 53rd Street location of Memorial Sloan-Kettering Cancer Center (MSKCC) in NYC is fired up, in part, because of MSKCC’s inspiring identity. Nick believes in MSKCC’s mission to provide “The Best Cancer Care, Anywhere,” he embraces MSKCC’s values of caring about people and being the best in providing cancer treatment (i.e. the value of excellence), and he is proud of MSKCC’s reputation as one of the leading cancer centers in the world.

Nations need inspiring identities too. America has benefitted from its identity as the “land of the free and home of the brave,” with values of liberty, equality of opportunity and justice for all. According to historian Gordon Wood, by the early 1800’s, America’s reputation had been transformed from being viewed as on the fringe of the civilized world to being at the vanguard. An inspiring identity contributed to America’s success.

One region in today’s world that needs to find an inspiring identity is Central Asia.  

Culture, Not Who Pays, Is Real Problem in Healthcare

The New York Times columnist David Brooks just came out with his Sidney Awards for the best magazine essays in 2009.  I always read them because Brooks is among the very best writers/thinkers in journalism today.  One of the award winners is “The Cost Conundrum” by Atul Gwande, the surgeon, author and MacArthur genius award recipient.  Brooks describes Gwande’s essay as the most influential essay written this year.  I highly recommend that you take the time to read it.

What I found especially interesting in Gwande’s essay is that he concludes that culture — or more specifically, the values of doctors — is at the heart of America’s heathcare cost crisis rather than who pays the costs.  Gwande takes us to McAllen, Texas where in 2006, Medicare spent nearly $15,000 per enrollee, twice the national average, but achieved no better than average quality of care.  Like a good investigative reporter he roots out the truth by conducting qualitative interviews and looking into quantitative data.  He discovers that the average doctor in McAllen orders more procedures than the average doctor in America.  Upon further investigation he learns that in towns like McAllen it’s a handful of doctors who drive up the cost per patient by ordering unnecessary procedures. He explains how these doctors benefit financially from ordering unnecessary procedures. The financial benefits come in the form kickbacks to admit patients to hospitals and revenue to partnerships of physicians who own diagnostic equipment such as MRI and CT-scans.  He sums it up this way:

“When you look across the spectrum from Grand Junction to McAllen–and the almost threefold difference in the cost of care–you come to realize that we are witnessing a battle for the soul of American medicine.  Somewhere in the United States at this moment, a patient with chest pain, or a tumor, or a cough is seeing a doctor.  And the damning question we have to ask is whether the doctor is set up to meet the needs of the patient, first and foremost, or to maximize revenue.”

In some ways, this is a matter of identity.

Message of “Christmas Carol,” “Wonderful Life” Critical Today

The 1951 movie “A Christmas Carol” is based on Charles Dickens’ classic novel.  It’s the fictional story of  Ebenezer Scrooge, a business owner who idolizes wealth and mocks charity.  Scrooge’s values, and the behavior emanating from them, isolate him from family and friends and make him miserable. Scrooge gets a wakeup call in the form of a nightmarish visit from the ghosts of Christmas past, present and future.

“A Christmas Carol” highlights how certain character vices lead to relational isolation which results in dysfunction and death.  This is in contrast to virtuous character that leads to human connection, thriving and life. Charles Dickens understood just how powerful human connection is and that it comes from the character strengths of compassion, empathy, generosity, kindness and magnanimity. These are character strengths and virtues we celebrate during the holiday season (and hopefully live year round).

The same themes of connection and character are explored in the 1946 holiday classic, “It’s a Wonderful Life.”  

NY, NJ & CT Last in Happiness, Why?

The New York Times reported that a recent research study rated the tri-state area (New York, New Jersey and Connecticut) dead last of the 50 states when it came to the self-reported happiness of state residents.  The survey points out there is a high correlation between self-reported happiness and objective measures of happiness such as congestion, time spent commuting, housing prices, air quality, etc.  No doubt there is some truth to this.  I have another theory, however.

The tri-state area is the achieve-aholic capital of America.  Remember Frank Sinatra’s ode to New York: “if you can make it there, you can make it anywhere.” New York attracts the ambitious and often, ambition is about status.  People with a burning desire for status come to New York to prove themselves as media stars, bankers and traders on Wall Street, performers on Broadway, etc., etc., etc.  The problem is that chasing status is a never ending game.  There’s always someone above you and the achieve-aholic can’t get enough.  Personal wealth is the primary measure of status on Wall Street.  Many Wall Streeters have a number — referred to as the “F— You number” — they want to reach so they can tell their firms “I’m outta here.”  Research has shown that the FU number is always going up because they need more houses, more art in their collection, more money for philanthropy to build their legacy.  Of course they don’t really need these things but a sense of continuous status anxiety makes them feel the never ending need to boost their status relative to others.  Once again it comes back to status and having more than the next guy.

Psychology research has shown that extrinsic motivators — doing something to impress someone else such as status-chasing — fail to provide happiness.  Only intrinsic motivators such as meaningful work that contributes to society and meaningful relationships (i.e. connection) produce happiness. With so many people in the tri-state area working such long hours and commuting to and from work, it’s no wonder that they’re not so happy. The wise perspective is one of balance. The good life includes meaningful work and meaningful relationships. At times there will be imbalance among the two needs. If imbalance becomes chronic, however, it’s a recipe for disaster. This applies to individuals and organizations.

Michael Lee Stallard speaks, teaches and writes about leadership, employee engagement, productivity and innovation at leading organizations including Google, GE, NASA, Lockheed Martin, General Dynamics and the Darden Graduate School of Business at the University of Virginia. Most recently, Michael and his colleague Jason Pankau filmed a 90-minute program for Linkage’s Thought Leaders Series that will be released in January of 2010. Michael wrote the guest editorial for Talent Management magazine’s January 2010 edition and last month his article on how the force of connection boosts productivity and innovation was featured as the lead article in the UK’s Developing HR Strategy Journal. Click on these links to learn more about Michael and Jason in the media and their speaking engagements.

Connecting Up: Our Need for Transcendence

What do many scientists at NASA and engineers at Google have in common with a doorman at Memorial Sloan-Kettering Cancer Center (MSKCC)?  The answer: they are fired up about the importance of their work and have a passion and energy that drives them to be a force for the cause.  Employees at NASA are fired up that they are exploring space.  Google employees are fired up because they are organizing information and making it accessible to the world.  I learned  this when I met employees at NASA and Google.   I spoke at both organizations earlier this year.

The doorman I refer to at MSKCC is named Nick.  When my wife Katie and I were walking down 53rd street in NYC in 2004 and we got within eyesight of the MSKCC  entrance, Nick locked his eyes on her and greeted her like a returning friend.  This in in Mid-town Manhattan where no one makes eye contact! Nick knows cancer patients when he sees them, probably from the wigs they wear.   It felt like the healing began within eyesight of MSKCC.

Katie was at MSKCC for high dosage chemo treatments she needed to treat advanced ovarian cancer.  Late last year her oncologist told her it that given favorable test results and five years in remission it was unlikely she would have a recurrence.  Words can’t express how overjoyed we were to hear that news. When we told Nick, he gave Katie a big hug and said how proud he was that she persevered.  We learned that Nick was a cancer survivor too and he attributed his survival to the treatments he received at MSKCC.  Is it any wonder then that this man is so passionate about his work at MSKCC.  You have to see Nick to believe it and you can if you stop by MSKCC’s entrance on 53rd Street across the street from the Citigroup building.  He’s a big guy with a dar complexion and blue eyes. Tell Nick you read about him.  Don’t worry that it may seem strange.  Former cancer patients and their family members regularly stop by to say hello to Nick. That’s how beloved he is.

Nick’s example shows that people are fired up if their work reflects the eternal values of the transcendent: truth, beauty and goodness.  MSKCC’s work reflects goodness and is expressed in it’s tagline “The Best Cancer Care, Anywhere.”  Apple’s passion for the aesthetic design and ease of use of its products reflects beauty. Work in the fields of journalism, research, theology and the academy reflect truth-seeking.

Truth, beauty and goodness are eternal values that reflect transcendence.  Human beings need the truth, beauty and goodness of transcendence to meet our need for meaning in life.  If you can find time over the holidays, reflect on the need for the transcendent values of truth, beauty and goodness in your own life. Below are links to some of my favorite essays, speeches and articles that touch on transcendence. Let me encourage you to print them out, read them and consider their relevance to your life and the lives of those you love.  

Connection Preserves Brain Power

Evidence continues to mount that social connections help us survive and thrive from the time we are infants to the twilight years of our lives.  This excerpt from an article I recently discovered that appeared in The New York Times earlier this year suggests that it may be the degree of cognitive function used during social interactions that strengthens and preserves cognitive ability:

Closing the Reputation-Character Chasm

Frank Rich, The New York Times’ columnist, wrote in his column today that Tiger Woods should be the person of the year because so often we’ve been “spun silly” into believing that a leader or organization’s character is stellar only to discover it wasn’t.  Tiger, Enron, Eliot Spitzer and athletes on steroids are a few of the examples Rich sites.

Earlier I wrote about LRN’s Dov Seidman and his view (expressed in his book How) that in today’s connected and wired world it has become increasingly important for individuals and organizations to get their “hows” right.  In other words, it’s difficult to manage your public reputation these days so character matters more than ever.  Dov encourages organizations to out-behave the competition.  I couldn’t agree more.   (As an aside, reading the Times this morning I could see that the late Iranian cleric Ayatollah Montazeri was a fierce critic of Iranian hardliners because they were getting the “hows” wrong. Montazeri wrote “a political system based on force, oppression, changing people’s votes, killing, closure, arresting and using Stalinist and medieval torture, creating repression, censorship of newspapers, interruption of the means of mass communications, jailing the enlightened and the elite of society for false reasons, and forcing them to make false confessions in jail, is condemned and illegitimate.”  Read more about Montazeri in his obituary at this link.)

No doubt, the connected world is improving transparency and rooting out the bad behavior of individuals, organizations and nations.  It provides another much needed check on power.

Last week while having lunch with Jay Morris, the head of Yale-New Haven Health System’s Center for Excellence, the topic of Tiger came up.