“It’s the difference between work and non-work,” I said. “Both work and non-work are states of mind. Non-work is an unconscious state of mind. Work is a conscious state of mind. Non-work just happens on its own with no particular direction. Work only happens when there is a purpose.”

Nathan and I had been discussing a simple start to a meeting where he asked each team member to contribute a piece of good news to start the meeting.

“So, you are connecting this exercise at the beginning of the meeting with a state of mind?” Nathan asked.

“Absolutely,” I responded. “Thoughts drive behavior. And if your thoughts connect to a purpose, then you are more likely to engage in work. If your thoughts are not connected to a purpose, then your behavior is likely to be unconscious and non-productive. How you think is everything.” -TF

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Phillip arrived at the appointed time. “I think I am ready,” he announced. “You asked me to think about where we will be, what our target is.”

He described in some detail the three goals his team had set, what success looked like. It was my turn.

“So, now that you have painted this picture of the future, what habits will serve you? What do you need to do every day, every week that will deliver consistent results?”

It took Phillip some time to get cranked up. “My team is a sales team. Our job is to be in the field talking to prospective customers, every day. We sat down yesterday and looked at how much face time we really have with customers. We were shocked when we mapped it out. Only forty five minutes a day, on average for each of the five days last week.”

“So, what do you need to change?” I asked.

“I know it doesn’t seem like much, but we are going to try to double our face time. Ninety minutes per day spent with prospective customers.”

“And how are you going to do that?”

“We have been in the rut of just waiting for the phone to ring, so we haven’t been thinking very far into the future. We have been just reacting. As a team, by 5:00pm on Friday, every week, we will have met and shared our appointment schedules for the following week. We are going to keep a rolling calendar 7 days into the future. The target is to get seven hours of face time scheduled by Friday for the following week.”

“Good,” I said. “I will see you here on Friday. I would like to sit in and see how this works for you.” -TF
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Phillip was interested because his team performance, heck, his performance wasn’t getting the results he expected. It wasn’t getting the results he wanted. We were talking about habits.

“So, how do I pick the right habits? Just tell me what to do and I will do it,” Phillip asked, sounding this side of desperate.

“I can’t tell you what habits to choose,” I replied. “You have to pick your habits, they have to be yours.”

“Yes, but where do I start? Everything sounds like a Boy Scout promise. Trustworthy, loyal, helpful, friendly.”

“That’s not a bad list, but a random list of Pollyanna habits will only get you to a random destination. You have to be much more deliberate. You asked where to start? Where do I always want you to start?”

It took a second to kick in, but Phillip knew the drill by now. “You always want me to start where I plan to finish.”

“Exactly. Work backwards from your destination. You have to build into your thinking, those habits that will carry you in the right direction. Here is your assignment. Meet me here tomorrow with a word picture (your vision) of what life is like when you get there. Then we will talk about the habits you may want to choose.” -TF
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Our next Leadership Program in Fort Lauderdale begins Monday, February 26. Visit www.workingleadership.com.

“Seventy percent of goal.” Phillip was exasperated. Month end review was not kind.

“So, what is causing the shortfall?” I asked.

“Well, for the past two years, we have only had to answer the phone, but the market is getting tighter. We are trying hard to get more proactive, but it’s not enough.”

“So, what has to change?”

Phillip was quiet. I knew he had been working long hours, but not getting the right results.

“Look, Phillip, what happens to us in life doesn’t happen because we choose it or want it. In life, you will never ever get what you want. You will only get what your habits deliver.

“If you want to make a change, you only have to look at your habits. What you are doing, over and over, day after day, delivers the consistent results you receive. An occasional effort brings an occasional result.

“What are your habits? What habits do you choose to make a change?” -TF

Marcus was already in the conference room when I arrived. He had some papers spread on the table. I could tell by the look on his face he already had the answer. We were drilling down on an installation project that was under water.

“I knew when you asked for the production reports,” he started, “that we would find the problem within 30 seconds.”

“And?” I queried.

“You don’t even have to read the reports. The first three weeks, things are very repetitive. So repetitive that, starting in the fourth week, you can tell someone just photocopied the reports from the week before. The only change is the date at the top of the page. Then starting in week six, the reports stop.”

“And what does that tell you?”

“Well,” Marcus grimaced, “the quality of these reports follows exactly the real production curve in the field. We were meeting targets for the first three weeks. Things began to slide in week four and by week six, things went to hell in a hand basket.

“This is a very repetitive job, and it is very apparent that the weekly planning process just stopped. Everyone figured they would just keep working instead of stepping back to check progress and adjust. It seemed so simple, they lost the discipline of planning.

“The managers probably saved three hours per week in planning and checking, but lost more than 180 man hours in productivity. And they didn’t even know it until it was too late.”

“What’s the lesson?” I asked.

“Don’t get lulled in by the appearance of simplicity. You still have to plan and check. In this case, the payoff would have been three hours to save 180 hours.” TF

I don’t know what happened.” Marcus grimaced. “Sure we were working under some tight restraints,” he explained. “During the first part of the contract, things were going well, but by the end, the wheels were coming off.”

“What do you think happened?” I asked.

“The contract called for several thousand feet of installation. We hit it with enthusiasm, high energy, everything clicked. I don’t know, but midway, we began to fall behind. Because of the working conditions, we could only work eight hours each day. Maybe we got sloppy, in the end, trying to finish, our quality got so poor that we had to go back and re-work several sections. First our margins disappeared, then our budget went completely underwater.”

“What do you think caused the erosion?”

“I don’t know. It was like we ran out of gas. I mean, everyone knew what to do. Technically, everyone was trained. The daily punch out was identical from start to finish. In the beginning, it was easy. In the end it was impossible. We just couldn’t keep up the momentum.”

“So, it wasn’t a matter or know-how or training. It wasn’t a matter of external conditions. Was it a matter of incentive or motivation?”

“No, you could see it in the eyes of the crew. They were in it, they were with it. They just could not produce.”

“Tell you what,” I interrupted. “Let’s pull the production records of the crew for the past six months and see what we find.”

Marcus went silent. I could tell he had mentally stumbled upon the reason. Before he left the room, he said he would have the records by the next morning. -TF

Andrew was still upset. The contract was lost and there was nothing he could do about it. He had lost his appeal with the purchasing agent, the procurement manager and the director of operations.

“We did everything by the book,” he said. “This is the way we have earned all of our major contracts. Our reputation is stellar. I can’t believe this is happening.”

“You got sucker-punched,” I observed.

“What?” Andrew replied.

“Sucker-punched,” I repeated. “We often think that our future success lies in the fact that we had one small string of successes in the past. We think that the curve in front of us continues upward without hesitation. We do not realize that, as we continue to do things the way we have always done, the world subtly changes. The nuances of the deal creep up, new players enter the game without detection, and suddenly we are on our ass.” Andrew’s face showed no emotion on the outside, but his eyes betrayed a growing realization.

“There is good news, though,” I continued. “This is not a game. This is life. In a game, there are few second chances. The final period has an ending, even overtime is sudden death.

“In life, in business, there are lots of second chances and the final period can be extended. But only if you stop thinking about your past success and start thinking about what has changed around you.” -TF

Emily spent the weekend thinking. We had a few minutes with coffee before the urgency of the day set its pace. She picked up on our discussion of competence and necessity.

“I thought about what you asked. What is it that I have to do? What is it that I have to do to become the manager, to become the person I want to be?” she started.

“And, where did you arrive?” I asked.

“I am back to competence. To be the manager I want to be, requires competence.”

“So, you have to become competent in the skills of management, you have to become competent in thinking like a leader?” I asked.

Emily paused to reflect.

“Two years ago, I took up the sport of cycling,” I said. “The more I rode, the higher my level of fitness, the more competent I became at the skills of cadence and wind resistance. In short, I did the things I had to do to reach a specific level of accomplishment. It was not a choice. To reach my goal, I had to do those things. Without those things, I would never have reached the goal.

“What is interesting to me,” I continued, “is that level of accomplishment has become who I am. And to stay at that level requires me to continue. It has now become one of my internal disciplines.

“I suspect, as the manager you want to be, you will have to practice in much the same way. You will have to become competent at the skills of management. You will do what you have to do to reach a specific level of competence. It will not be a choice. To reach your goal, you will have to do those things. Without those things, you will never reach your goal.

“That level of accomplishment, as a manager, will become who you are. And to stay at that level will require you to continue to practice. It will become one of your internal disciplines. Competency requires no less.” -TF