In many businesses, culture is not managed skilfully. In fact, more often than not, it is left to shape itself, becoming over time, a product of the most dominant values, behaviours and practices that commandeer a business. If these prominent influencers happen to be more destructive than productive, the business climate is likely to emerge as a cocktail of irregularity, tension, apathy and regression. If, on the other hand, a more guided approach is adopted by leaders, culture can be one of the most powerful tools to be employed in making a business a great place to work.
In the Caribbean, we’re grappling with three influences that complicate business cultures. The first is an overarching regional culture that is fairly laid back in nature; the second, local business cultures that face a constant struggle between meeting customers’ demands and the mercurial nature of internal efficiency and the third is a veritable patchwork of departmental sub-cultures, that often characterize workplaces. It’s easy to spot a complicated culture and might I add, because so many of them exist, we know exactly how such cultures look and more painfully, how they feel.
Conversely, for those individuals who are fortunate enough to find an uncomplicated culture, it feels like winning the lottery.
Culture can be one of the most powerful tools to be employed in making a business a great place to work.
An uncomplicated culture is one that is emotionally intact. Individuals live by key values that include mutual respect, a sense of diplomacy, the golden rule, the platinum rule (treat others the way that they want to be treated), fair play and agreed rules of engagement. Whilst this values charter does not mean that spats will be non-existent, it does mean the existence of a level of maturity that will restore decorum, without lingering animosity. People will be free to speak their minds in a mindful way, differences of opinion will be reconcilable, without escalating into conflict and divergent thinking will not be considered a disease.
In an uncomplicated culture, inertia does not have a seat at the table, since it thrives often, in an environment that is burdened by tumult. An orderly, uncomplicated operation, on the other hand, energizes productivity and keeps employees oxygenated…….and we know what happens to cells that are oxygenated. They are nourished and they flourish. When employees do not have to come to work in a soul-crushing environment, they experience the opportunity to grow in a space that supports individuals becoming the best version of themselves. The result of this transcendence, is high performance and the big winner is the business that has created such an enabling culture.
An uncomplicated culture is one that is emotionally intact.
An uncomplicated culture exudes poise and serenity. Have you ever entered someone’s office and experienced a sense of serenity? At a recent business appointment, as soon as I entered the office of the person with whom I was meeting, I experienced a feeling of calm and ease. So potent was the feeling, that I had to compliment her on having created such a climate of tranquillity. Furthermore, I had the privilege of hearing how she interacted with her direct reports during the course of our meeting and equally striking, was the same calm, ease and respectful style of communication with which they discussed solutions to the various issues.
When was the last time you found yourself in a business environment that exuded a sense of calm and composure, where everyone greeted you with a smile, demonstrated an eagerness to serve and moved with a sense of urgency? If in this environment, the majority of employees displayed these attributes, chances are that you found yourself in a culture that, for the most part, was uncomplicated. This lack of complication would have alleviated the distractions that prevent employees from focussing on delivering exceptional customer experience.
The first rule should be that culture should not be allowed to shape itself.
In an uncomplicated culture, the economy of time is valued. People are indisposed to wasting precious time through procrastination and sloppy work. Quality of output is as important as the quantity of work being produced. There is a prevailing sense of pride in completing tasks, closing communication loops and meeting deadlines. So refreshing is an uncomplicated culture, that great ideas are welcomed and not buried under the weight of ego wars and credit attribution battles. Curiosity gains currency in a natural way.
What are some rules to remember when creating an uncomplicated culture? The first rule should be that culture should not be allowed to shape itself. Values should get better, not worse. Inappropriate behaviours should not be tolerated and saboteurs should be censured. People should have the privilege of working in well-oiled teams. Barriers to free expression should be removed and zero tolerance of irregular managerial practices should be the acceptable standard.
When a leader is uncomplicated, the environment follows suit.
Finally, when a leader is uncomplicated, the environment follows suit. Agree?