when everything is up for grabs anyway, innovations can be introduced more easily than during stable times. It’s a time to try doing things in new ways—especially new ways that people have long wanted to try but that conflicted with the old ways.
Yesterday’s ending launched today’s success, and today will have to end if tomorrow’s changes are to take place. Endings are not comfortable for any of us. But they are also neither unprecedented breaks with the past nor attempts by those in power to make people’s lives miserable.
The finding that engaging in ‘diversity-valuing behavior’ reminds people that a woman is in fact a woman perhaps explains how Sanders came to think that all Clinton said was ‘vote for me, I’m a woman’ – because the data shows that she certainly didn’t. A word-frequency analysis of her speeches by Vox journalist David Roberts revealed that Clinton ‘mostly talked about workers, jobs, education and the economy, exactly the things she was berated for neglecting. She mentioned jobs almost 600 times, racism, women’s rights and abortion a few dozen times each.’ But, pointed out US writer Rebecca Solnit in her London Review of Books piece on the election, ‘she was assumed to be talking about her gender all the time, though it was everyone else who couldn’t shut up about it’.
When author and gamer Jordan Belamire tried the VR game QuiVr in multiplayer mode, she was sexually assaulted by another user called BigBro4 42.40 ‘Virtual’ makes it sound like it isn’t real – but it felt real to Belamire. And no wonder. VR is meant to feel real, and it can be so successful at tricking your brain that it is being explored as a treatment for PTSD, phobias, even phantom-limb syndrome.41 To be fair to the male designers of QuiVr, they had an excellent and proactive response to Belamire’s blog.42 They immediately redesigned their ‘Personal Bubble’ setting (in which other player’s hands disappear if they come close to your face) to cover the entire body and so make such groping impossible. But as they themselves noted, while they had thought ‘of the possibility of some silly person trying to block your view with their hands and ruining the game’, they hadn’t thought of extending the fading function to the rest of the body. How, they asked, ‘could we have overlooked something so obvious?’ Fairly simply, to be honest. Henry Jackson and Jonathan Schenker are clearly well-meaning men who don’t intend to shut women out. But it’s Sergey Brin and the pregnancy parking all over again: even the best of men can’t know what it’s like to go through the world as a person with a body which some other people treat as an access-all-areas amusement arcade. This just isn’t something that Jackson and Schenker have to face on a regular basis, and therefore it really isn’t all that surprising that they missed ‘something so obvious’.
It has become fashionable for modern workplaces to relax what are often seen as outmoded relics of a less egalitarian age: out with stuffy hierarchies, in with flat organisational structures. But the problem with the absence of a formal hierarchy is that it doesn’t actually result in an absence of a hierarchy altogether. It just means that the unspoken, implicit, profoundly non-egalitarian structure reasserts itself, with white men at the top and the rest of us fighting for a piece of the small space left for everyone else. Group-discussion approaches like brainstorming, explains female leadership trainer Gayna Williams, are ‘well known to be loaded with challenges for diverse representation’, because already-dominant voices dominate.78 But simple adjustments like monitoring interruptions79 and more formally allocating a set amount of time for each person to speak have both been shown to attenuate male dominance of debates. This is in fact what Glen Mazarra, a showrunner at FX TV drama The Shield, did when he noticed that female writers weren’t speaking up in the writer’s room – or that when they did, they were interrupted and their ideas overtaken. He instituted a no-interruption policy while writers (male or female) were pitching. It worked – and, he says, ‘it made the entire team more effective’.80
“So here’s how we’ll know if you had a good day,” Reinhardt continued. “If you ask for help ten times, then we’ll know it was good. If you try to do it all alone…” His voice trailed off, the implication clear—It will be a catastrophe.
The time between the end of old ways and the beginning of new ones is a dangerous period. Things fall through the cracks. You’ll learn more about this when we talk about the neutral zone, but for now, suffice to say that you may have to create temporary policies, procedures, reporting relationships, roles, and even technologies to get you through this chaotic time.
“Danny realized that he needed to be in two places at once. Which meant that he had to find a way to deliver the signal. People will respond to what their boss feels is important. So Danny had to define and articulate what was important.”
IDEO is a good example. Its leaders constantly talk about the expectation of cooperation. (CEO Tim Brown incessantly repeats his mantra that the more complex the problem, the more help you need to solve it.)
When Cooper gave his opinion, he was careful to attach phrases that provided a platform for someone to question him, like “Now let’s see if someone can poke holes in this” or “Tell me what’s wrong with this idea.”
In Conversation, Resist the Temptation to Reflexively Add Value: The most important part of creating vulnerability often resides not in what you say but in what you do not say. This means having the willpower to forgo easy opportunities to offer solutions and make suggestions. Skilled listeners do not interrupt with phrases like Hey, here’s an idea or Let me tell you what worked for me in a similar situation because they understand that it’s not about them. They use a repertoire of gestures and phrases that keep the other person talking. “One of the things I say most often is probably the simplest thing I say,” says Givechi. “ ‘Say more about that.’ ” It’s not that suggestions are off limits; rather they should be made only after you establish what Givechi calls “a scaffold of thoughtfulness.” The scaffold underlies the conversation, supporting the risks and vulnerabilities. With the scaffold, people will be supported in taking the risks that cooperation requires. Without it, the conversation collapses.
Laszlo Bock, former head of People Analytics at Google, recommends that leaders ask their people three questions: • What is one thing that I currently do that you’d like me to continue to do? • What is one thing that I don’t currently do frequently enough that you think I should do more often? • What can I do to make you more effective? “The key is to ask not for five or ten things but just one,” Bock says. “That way it’s easier for people to answer. And when a leader asks for feedback in this way, it makes it safe for the people who work with them to do the same. It can get contagious.”
We put in some new systems, and they learned new ways of interacting. It’s strange to think that a wave of creativity and innovation can be unleashed by something as mundane as changing systems and learning new ways of interacting. But it’s true, because building creative purpose isn’t really about creativity. It’s about building ownership, providing support, and aligning group energy toward the arduous, error-filled, ultimately fulfilling journey of making something new.
Good listening is about more than nodding attentively; it’s about adding insight and creating moments of mutual discovery. Jack Zenger and Joseph Folkman, who run a leadership consultancy, analyzed 3,492 participants in a manager development program and found that the most effective listeners do four things: 1. They interact in ways that make the other person feel safe and supported 2. They take a helping, cooperative stance 3. They occasionally ask questions that gently and constructively challenge old assumptions 4. They make occasional suggestions to open up alternative paths As Zenger and Folkman put it, the most effective listeners behave like trampolines. They aren’t passive sponges. They are active responders, absorbing what the other person gives, supporting them, and adding energy to help the conversation gain velocity and altitude.
the teams met every morning for ten minutes for the first two months. Only such frequent clustering can override the old habits and the old self-images and build the new relations that teamwork requires. And you can give no stronger message about a new priority than to give it a visible place on everyone’s calendar.
Whether or not experience inevitably led to expertise, they agreed, depended entirely on the domain in question. Narrow experience made for better chess and poker players and firefighters, but not for better predictors of financial or political trends, or of how employees or patients would perform.
Make the Leader Occasionally Disappear: Several leaders of successful groups have the habit of leaving the group alone at key moments. One of the best at this is Gregg Popovich. Most NBA teams run time-outs according to a choreographed protocol: First the coaches huddle as a group for a few seconds to settle on a message, then they walk over to the bench to deliver that message to the players. However, during about one time-out a month, the Spurs coaches huddle for a time-out…and then never walk over to the players. The players sit on the bench, waiting for Popovich to show up. Then, as they belatedly realize he isn’t coming, they take charge, start talking among themselves, and figure out a plan. The New Zealand All-Blacks rugby team have made a habit of this, as players lead several practice sessions each week with little input from the coaches. When I asked Dave Cooper to name the single trait that his best-performing SEAL teams shared, he said, “The best teams tended to be the ones I wasn’t that involved with, especially when it came to training. They would disappear and not rely on me at all. They were better at figuring out what they needed to do themselves than I could ever be.”
