Archive for the ‘Communication’ Category
Self-Inflicted Harm: From Today’s Headlines (2/6/08)
Two stories in today’s (Feb. 6) New York Times compel me to blog.
Each reinforces our recent posts about self-inflicted harm, but each also provides its own teachable moment.
1. Wachovia Bank
Yesterday we blogged about the tendency of companies and their leaders to ignore a problem that is otherwise evident.
Another principle of crisis management is that companies can be forgiven if people have been hurt: killed, injured, insulted cheated, etc. But companies can’t be forgiven, and won’t be forgiven, if they’re seen not to care that people have been hurt.
Today’s Times, in a front business page story, reports that Wachovia Bank, which last year said it was unaware that fraudulent telemarketers were using the bank’s accounts to steal millions from unsuspecting victims, not only knew but had been put on notice about the fraud. Wachovia is the fourth-largest bank in the US.
The Times notes that newly-released documents in a lawsuit show that high-ranking employees at the bank frequently warned colleagues about telemarketing frauds routed through the accounts. Other banks and federal agencies also notified the bank, but it continued to provide banking services to the companies that helped to steal $400 million, the Times reports.
YIKES!!!! and DOUBLE YIKES!!!
Worth Reading: Why Should the Boss Listen to You? by James E. Lukaszewski
Why Should the Boss Listen to You?: The Seven Disciplines of the Trusted Strategic Advisor, by James E. Lukaszewski, Jossey-Bass.
Master counselor James E. Lukaszewski has written a remarkable guide to gaining the proverbial seat at the table, and then making good use of that seat. Why Should the Boss Listen to You is a thorough, candid, and highly usable guide to the personal attributes that are necessary to influence leaders and organizations. There is no silver bullet. Rather, having influence requires intentional investment of time and energy, and the ability to appreciate the perspectives of those you advise. Says Lukaszewski, “To begin having influence requires a personal strategy of accomplishment, commitment, and personal incremental progress that helps set you apart from the wannabes, the dreamers, and the self-servers.”
Full-disclosure: Jim Lukaszewski is a good friend. We’ve taught together, done professional workshops together, and contributed writing to each other’s projects. We share clients, and often refer business to each other. I blurbed this book. But not just because we’re friends. Rather, because this is an important book, and it can help internal and external advisors become even more effective.
The book is in two parts. The first covers the realities of advising top executives, and includes chapters on how leaders think and operate, what leaders expect, and how to achieve real impact within an organization. The second covers Lukaszewski’s seven disciplines that collectively allow one to become a trusted advisor.
Missing the Bullseye
“Thank you for contacting Target; unfortunately we are unable to respond to your inquiry because Target does not participate with non-traditional media outlets. This practice is in place to allow us to focus on publications that reach our core guest.
Once again thank you for your interest, and have a nice day.”
It’s no surprise that the company’s response - and the story - gained legs and started making its way around the blogosphere, and finally made the leap to mainstream media yesterday on the New York Times.
Side note: I’ve found it interesting that when I’ve talked about this story with different people, most poeple’s reaction is surprise - because it feels so uncharacteristic and out of brand character to them.
Little Droplets of Humility
“Crisis management is the new black!” A good friend recently shared that revelation with me via email. I had to laugh, not only because I enjoy a witty fashion metaphor, but because I’ve also enjoyed watching crisis management come of age in the public consciousness. Even in this era of distrust and information saturation, people are warming up to the power of the sincere apology – a step toward redemption requiring that dollop of humility my partner Fred Garcia writes about. More and more, people are welcoming the forward arc of emotionally-intelligent, collaborative leadership on a global scale. Absolutely fabulous, I say!
2007 Bimbo Awards
No, it’s not what you think. For those of you unacquainted with Spaeth Communications’ always-engaging Bimbo Newsletter, take a look at the 2007 wrap-up in Bimbo Winners here. They publish winners monthly, and I always learn something, laugh, or scratch my head.
“The Bimbo Award recognizes dumb public comments made during the year. The criterion for nomination is that the speaker causes the listener to believe exactly the opposite of what is said. The award is a reminder that repeating negative words only reinforces the negative message as well as misses the opportunity to convey the right message to the reader or listener.”