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Dirty

So the USADA report is out and it makes it abundantly clear that the sport I enjoyed watching for years has been a dirty cheating farce (like I didn’t already know right?). The situation surrounding Lance Armstrong is a great example of the danger of a typical hierarchy. The person at the top takes ultimate responsibility, sure. And what happens when that person is operating on the wrong side of the tracks? Very few people question them, and those who dare are often quickly silenced or dismissed.

In the UK another altogether more sickening story is unfolding around the late Jimmy Savile. I’ve no wish to go into the details which as they stand, are allegations as Julia Briggs has said in the comments below, but it feels like another example of what can happen when a ‘cover up’ culture and a powerful, influential person come together.

If your company surveys its employees – I wonder how closely you and others look at the responses to questions like ‘It’s OK to speak up around here’? I’ve seen data from tens of thousands of responses which shows that over a five year period, negative responses to questions like the ‘speak up’ one, and similar ones about managing change well and keeping things simple are on the rise.

A challenge we have when times are tough, is that it can feel even harder to speak up for fear of reprisals and possibly losing your job. So we let stuff go. Stuff we know to be wrong, and the uncomfortable reality is that when the truth comes out, those who saw yet said and did nothing share at the very least, a slice of the moral responsibility. Last July, Rick over at FlipChart Fairy Tales wrote a great post when News International was under the spotlight for phone hacking, and it in he says that:

When companies get caught doing things that are illegal or immoral, they often try to individualise the problem, expecting us to believe that it was just one or two bad apples in an otherwise decent organisation. Investment banks blame rogue traders , newspapers blame rogue journalists. It’s all rot, of course. High performance cultures, by definition, monitor performance. Their managers might not know exactly who has done what but they set the targets and they know what people do to achieve them.

It’s all very well plastering posters with company values like ‘Openness’ ‘Honesty’ and ‘Transparency about the place, but do they really accord with ‘the way stuff gets done around here’? If they don’t, you might as well take down the posters, roll ’em up and use them to gag those who might dare to challenge the status quo.

When was the last time you saw something you knew to be wrong happening around you? And what was your reaction?

My Mistake. No Problem We’ll Fix It

Here’s a short tale of good service. This morning I’ve been busy making travel arrangements. I hate doing this stuff and I get distracted easily…where was I…oh yeah. So among other things I booked a return flight to Dublin in December.

I chose the flight from an aggregator website which allowed me to choose the exact date and times before connected me to the airline, Aer Lingus. I booked the ticket, a cheap, no frills, no refund ticket because I like to keep client expenses low. Once I’d booked it I spotted that between the aggregator and the airline, the timings had been reset. I’d booked the wrong ticket, d’oh!

I didn’t want the airline system getting confused with two of me trying to fly on the same day and I booked a new one at the right time then called Aer Lingus to cancel my incorrect ticket.  The person I spoke to refunded my mistake without hesitation, despite me having a ‘no refund’ ticket. She didn’t have to check with a supervisor, the offer was made and gratefully accepted. Smart, empowered customer service, that is how you exceed customer expectations people. Nice one Aer Lingus. Can you imagine certain other airlines even thinking about refunding me?

Rewarding Through Development

Neil Morrison raised an interesting question this week on his blog, why is there so little talk about reward? He gave me the opportunity to rant (again?!) about pay secrecy and why I think it sucks, and Lee Haury chipped in too with a great point about balanced scorecards, performance management and the twisted way they link to pay and screw up team performance at the same time. Well worth a read.

I also checked in over at Paul Hebert‘s place and read a good piece on why even though a lot of managers rate cash as king when it comes to incentives, it isn’t the best award, experiences are. I agree with Paul that cash is a lousy motivator beyond having enough, and for sure the sense of entitlement it creates is a biiig problem. My recent trip to the US earned me enough money – but for sure it was all the experiences I soaked up along the way that motivate me and energise and engage me.

This stuff has got me thinking about if and how development could be a more important part of the reward picture. Personal and career development opportunities, and particularly the lack of them, often comes up as a problem in employee surveys, and I don’t see much evidence of the problem being addressed. Could the idea of being given complete flexibility and choice over your some or even all of your development budget be a great way of recognising/motivating people?

I think this should go over and above the oft quoted ‘Google 20% time‘, in so far as it could extend to whatever development the individual felt would be helpful. So if someone wants to learn bookbinding, let them. If someone wants to learn to paint, let them. If someone wants to learn to cook, coach, build spreadsheets (seriously??), develop products, study law, ride a bike, let them. Can we devise a simple scheme whereby the employer provides access and investment both financially and through making time available to people, as a means of rewarding performance?

I’d like to think creative, clever people would be attracted to an employer who offered that kind of latitude around personal development in the belief that happy people with chances to self determine would be more likely to deliver better business results. How about it? And if you already see it going on, how’s it working out?

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