• Skip to content
  • Skip to primary sidebar

Right Attitudes

Ideas for Impact

Skills for Success

How to Create Emotional Connections with Your Customers

September 21, 2020 By Nagesh Belludi Leave a Comment

Consumers are shifting towards memorable experiences over material objects that bring happiness and well-being. Experiential consumption is increasing—the global spending on travel, leisure, and food service is estimated to grow from $5.8 trillion in 2016 to $8.0 trillion by 2030.

Businesses are responding by offering indulgences (think Apple products,) enhancing shopping experience (ordering and carrying-out Domino’s Pizza,) and creating more intimate experiences (Mastercard’s Priceless campaign) for consumers.

One particularly edifying case study is Unilever’s Persil brand of laundry detergents (Unilever licenses this brand from Henkel in many countries.) As part of the “Dirt is good” campaign, Persil’s sentimental adverts that remind “learn to be a kid” (clip,) “climb a tree, break a leg … that’s part of life” (clip,) and “dirt makes us equal” (clip) have attempted to connect with consumers emotionally.

Persil bucked the longstanding ritual of creating dull adverts for its dull products (cheery moms grabbing washing baskets and fragrant flowers and butterflies rising from the clean laundry.) Persil doesn’t focus on the detergent’s stain-busting attributes. Instead, Persil’s campaign signals that children must feel free to experience the world around them regardless of the impact on their clothes. One prominent advert (clip) presented a cheerless robot who slowly transforms into a child while playing in the open air and splashing around in a muddy pool during a rainstorm: “Every child has the right to be a child. Dirt is good.”

Even the UNICEF commended Unilever for “creating awareness of children’s right to play, the right to express themselves—in short, the right to be a child! It encourages parents to see the value of exploration, play, activity and exercise as critical to children’s development and important for full and healthy lives, even if it means that children get dirty in the process.”

Idea for Impact: Enhance how your customers see and feel the benefits of your products and services. Promote an emotional connection between products and customers.

Wondering what to read next?

  1. Make ‘Em Thirsty
  2. What Taco Bell Can Teach You About Staying Relevant
  3. The Wisdom of the Well-Timed Imperfection: The ‘Pratfall Effect’ and Authenticity
  4. Creativity & Innovation: The Opportunities in Customer Pain Points
  5. Airline Safety Videos: From Dull Briefings to Dynamic Ad Platforms

Filed Under: Business Stories, Effective Communication Tagged With: Creativity, Emotions, Likeability, Marketing, Parables, Persuasion, Skills for Success, Winning on the Job

Learn from a Mentor Who is Two Steps Ahead of You

September 18, 2020 By Nagesh Belludi 1 Comment

When people early in their jobs seek out mentors, they often try to find those with a depth of experience.

Someone at the top of your profession can’t teach everything. Experts are so far removed from your day-to-day work that they can’t understand your problems and dilemmas.

Opt for a few-steps-ahead peer-mentor, somebody who’s approachable and has a tad more experience than you do. She will have walked in your shoes recently and faced comparable struggles. She can give you sensible, relevant, “this is how it’s done here” guidance on your choices. She may also help you navigate the culture, watch over your shoulder, channel your career choices, and help you learn the hoops of the trade.

Informal peer mentors can be more valuable than relating to those that feel forced or arbitrarily assigned by the human resources department. Besides, peer mentors are more available. They’re easier to rope into a mentoring relationship than someone up the career ladder.

Idea for Impact: Look for a mentor who’s a few levels ahead of you in your chosen field. Someone accessible to you.

Wondering what to read next?

  1. Five Ways … You Could Elevate Good to Great
  2. Even the Best Need a Coach
  3. What’s the Best Way to Reconnect with a Mentor?
  4. Reverse Mentoring: How a Younger Advisor Can Propel You Forward
  5. Fixing Isn’t Always the Quick Fix: Keep Your Solutions to Yourself

Filed Under: Career Development Tagged With: Asking Questions, Mentoring, Skills for Success, Social Skills, Winning on the Job

How to Project Positive Expectations

June 4, 2020 By Nagesh Belludi Leave a Comment

If you want to be seen as a doer, somebody who can be depended upon to get a job done, answer with “I will” whenever possible.

According to George Walther, author of Power Talking: 50 Ways to Say What You Mean & Get What You Want (1991,) expressions such as “I’ll try” make you seem hesitant—even ineffective.

Recall all the people who’ve promise to do something by saying, “I’ll try to get back to you tomorrow.” They rarely do. They have to be reminded, prodded, and nagged.

Those who announce, “I’ll have an answer for you by two this afternoon,” typically follow through.

Idea for Impact: Watch Your Language

Your choice of words matters. You are building your reputation—your brand—one interaction at a time.

Your assertions set the tone for what others can expect from you. They also motivate you to get the job done as you’ve promised.

Speak the language of success.

Wondering what to read next?

  1. Benefits, Not Boasts
  2. Buy Yourself Time
  3. Honest Commitments: Saying ‘No’ is Kindness
  4. A Trick to Help you Praise At Least Three People Every Day
  5. Avoid the Trap of Desperate Talk

Filed Under: Effective Communication, Sharpening Your Skills Tagged With: Body Language, Communication, Conversations, Likeability, Negotiation, Skills for Success, Social Skills

Howard Gardner’s Five Minds for the Future // Books in Brief

May 8, 2020 By Nagesh Belludi Leave a Comment

In Five Minds for the Future (2006,) developmental psychologist Howard Gardner argues that succeeding in a rapidly evolving world requires five proficiencies:

  • The Disciplinary Mind: “Individuals without one or more disciplines will not be able to succeed at any demanding workplace and will be restricted to menial tasks.”
  • The Synthesizing Mind: “Individuals without synthesizing capabilities will be overwhelmed by information and unable to make judicious decisions about personal or professional matters.”
  • The Creating Mind: “Individuals without creating capacities will be replaced by computers and will drive away those who have the creative spark.”
  • The Respectful Mind: “Individuals without respect will not be worthy of respect by others and will poison the workplace and the commons.”
  • The Ethical Mind: “Individuals without ethics will yield a world devoid of decent workers and responsible citizens: none of us will want to live on that desolate planet.”

Gardner is best known for his work on multiple intelligences—the theory that cast serious doubts about the simplistic concept of a “single” intelligence, measurable by something like IQ. Gardner’s notion that “there is more than one way to learn” has transformed education in the U.S. and around the world.

Recommendation: Speed-read Five Minds for the Future. Written through the lens of a skills-development policymaker, Gardner’s theses and prescriptions aren’t ground-breaking but make for thoughtful reflection. Complement with Gardner’s The Unschooled Mind (1991; summary.)

Wondering what to read next?

  1. This is Yoga for the Brain: Multidisciplinary Learning
  2. Creativity by Imitation: How to Steal Others’ Ideas and Innovate
  3. Four Ideas for Business Improvement Ideas
  4. Wide Minds, Bright Ideas: Book Summary of ‘Range: Why Generalists Triumph’ by David Epstein
  5. You Can’t Develop Solutions Unless You Realize You Got Problems: Problem Finding is an Undervalued Skill

Filed Under: Career Development, Mental Models, Sharpening Your Skills Tagged With: Creativity, Critical Thinking, Decision-Making, Mental Models, Skills for Success, Thinking Tools, Thought Process, Winning on the Job

Make ‘Em Thirsty

May 6, 2020 By Nagesh Belludi Leave a Comment

Sony’s Akio Morita, like Apple’s Steve Jobs, was a marketing genius. Morita’s hit parade included such iconic products as the first hand-held transistor radio and the Walkman portable audio cassette player.

Key to Morita’s success was his mastery of the art of the pitch. Morita pushed Sony to create consumer electronics for which no obvious need existed and then generated demand for them.

The best marketing minds know how to create a customer—previously unaware of a problem or an opportunity, she becomes interested in considering the opportunity, and finally acts upon it.

Coca-Cola marketers are but creating a thirst by showing the fizzle a freshly poured glass in Coke ads. “Thirst asks nothing more,” indeed.

The marketing guru Seth Godin has said, “So many people are unhappy … what they have doesn’t make them unhappy. What they want does. And want is created by the marketers.” Recall the old parable,

A sales trainee was trying to explain his failure to close a single deal in his first week. “You know,” he said to his manager, “you can lead a horse to water, but you can’t make him drink.”

“Make him drink?” The manager sputtered. “Your job is to make him thirsty.”

Idea for Impact: Whether you realize this or not, you’re in marketing, as is everybody else. You’re constantly pitching your ideas, skills, time, appeal, charm, and so forth. Study the art of the pitch. Master the art of generating demand for whatever it is you have to offer. Learn to “make ’em thirsty.” Marketing is everything.

Wondering what to read next?

  1. Creativity & Innovation: The Opportunities in Customer Pain Points
  2. What Taco Bell Can Teach You About Staying Relevant
  3. Restless Dissatisfaction = Purposeful Innovation
  4. The Emotional Edge: Elevating Your Marketing Messaging
  5. Airline Safety Videos: From Dull Briefings to Dynamic Ad Platforms

Filed Under: Mental Models, Sharpening Your Skills Tagged With: Creativity, Customer Service, Innovation, Marketing, Parables, Persuasion, Problem Solving, Skills for Success, Thinking Tools, Winning on the Job

Our 10 Most Popular Articles of 2019

December 30, 2019 By Nagesh Belludi Leave a Comment

Top Blog Articles of 2019 Here are our most popular exclusive features of 2019. Pass this on to your friends; if they like these, they can sign up to receive our RSS feeds or email updates.

  • Stop Searching for the Best Productivity System. Don’t keep looking for “better” ideas instead of settling on a “good enough” idea and then putting it into rigorous practice.
  • Charlie Munger’s Iron Prescription. Nothing deceives you as much as extreme passion. Stay away from extreme ideologies until you’ve examined the opposing viewpoint. Don’t ignore the counterevidence.
  • Do Your Team a Favor: Take a Vacation. When the hardworking manager does go away on vacation, he doesn’t truly get away. By butting in whenever he can, he subtly undermines his team by insinuating that his team members cannot run things on their own.
  • Fire Fast—It’s Heartless to Hang on to Bad Employees. Ending a bad fit sooner is better than doing it later—it’s better for both the employee leaving and the employees remaining. Many fired employees feel surprised that the axe didn’t fall sooner.
  • Ask This One Question Every Morning to Find Your Focus. Starting your day by mulling over on “what should I have achieved today to leave the office with a tremendous sense of accomplishment?” is a wonderful aid in keeping the mind headed in the right direction.
  • Benefits, Not Boasts. A tolerable way to promote yourself without sounding boastful: instead of “I have 15 years of experience in this field,” say, “I bring to you 15 years of experience in this field, promising you that, should any problems surface, I will handle them promptly and proficiently.”
  • Doesn’t Facebook Make You Unhappy? If you find yourself wasting time on social media or getting demotivated, consider using Facebook less or quitting it totally. Shun the narcissistic inclination to publicize the excruciating minutiae of your life to the world. Limiting social media participation can reduce your anxiety about work.
  • Accidents Can Happen When You Least Expect Them. The “overconfidence effect” is a judgmental bias that can cause you to misjudge the likelihood of positive/desirable events as well as negative/undesirable events.
  • Don’t One-up Others’ Ideas. A manager who tends to put his oar in his employees’ ideas and “add too much value” ends up killing their ownership of ideas. This diminishes their motivation and performance.
  • Make Friends Now with the People You’ll Need Later. An essential lesson from Boeing’s 737 MAX debacle: a network of allies and confidants becomes indispensable during a crisis, whether the crisis is self-inflicted or caused by external events.

And here are some articles of yesteryear that continue to be popular:

  • Why good deeds make people act badly
  • Everything in life has an opportunity cost
  • Be a survivor, not a victim
  • Ten commandments of honest thought
  • The most potent cure for melancholy
  • Care less for what other people think
  • Fight ignorance, not each other
  • How to manage smart, powerful leaders
  • Expressive writing can help you heal
  • How smart companies get smarter

We wish you all a healthy and prosperous 2020!

Wondering what to read next?

  1. A Sense of Urgency
  2. Book Summary of Oprah Winfrey’s ‘The Path Made Clear’
  3. The Best Way to Achieve Success is to Visualize Success
  4. Transformational Leadership Lessons from Lee Kuan Yew, Singapore’s Founding Father
  5. Don’t Fight the Wave

Filed Under: Announcements, Sharpening Your Skills Tagged With: Attitudes, Skills for Success

A Guide to Your First Management Role // Book Summary of Julie Zhuo’s ‘The Making of a Manager’

December 16, 2019 By Nagesh Belludi Leave a Comment

First-time managers are often unprepared for—even unaware of—the responsibilities and challenges of being a manager. This is particularly true at fledging startups that don’t have bonafide HR departments to guide their novice managers nor can afford management coaches. Besides, it takes a new boss a year or two to learn the basics and become comfortable in his/her new role.

When Facebook was small enough and “the entire company could fit into a backyard party,” 25-year old product designer Julie Zhuo was asked to become a manager. Zhuo had started at Facebook as its first intern and then gone full-time. Having no prior managerial experience, she acted how she thought managers were supposed to act and made many mistakes. In due course, she found joy in the role, expanded her skill set, and evolved to become Facebook’s VP of product design.

In The Making of a Manager: What to Do When Everyone Looks to You (2019,) Zhuo has chronicled her experiences from ramping-up into management and getting to know herself better. It’s the book she wishes had been there for the novice manager that she was.

Zhuo offers many hard-earned insights that only time in the trenches can reveal:

  • Operate from first principles. “Your job, as a manager, is to get better outcomes from a group of people working together.”
  • Not everyone is cut out for a managerial responsibility. “Being a manager is a highly personal journey, and if you don’t have a good handle on yourself, you won’t have a good handle on how to best support your team.”
  • Let go of your old “individual contributor” role and make the shift to being the boss. Don’t spend time trying to do the work. Invest your time in coaching, supporting, and developing employees. Don’t run interference between them.
  • Discover your decision-making proclivities. Map out your strengths and weaknesses. “Great management typically comes from playing to your strengths rather than from fixing your weaknesses.”
  • Realize that the source of your power as a manager is everything but formal authority. Respect trumps popularity.
  • Don’t manage everyone in the same way. Learn to appreciate how distinctive each individual is in what he/she wants from work and what animates him/her to work well.
  • Trust is a critical ingredient in relationships. “Invest time and effort into creating and maintaining trusting relationships where people feel they can share their mistakes, challenges, and fears with you.”

'The Making of a Manager' by Julie Zhuo (ISBN 0735219567) Zhuo offers practical—if basic, but sufficient—advice for setting a vision, assessing the culture, delegating problems, giving feedback, aligning expectations, setting priorities, establishing a network of allies and confidants, hiring cleverly, and other responsibilities of leading a team. She delves into many difficult circumstances she’s encountered, e.g., handling previously-peers-now-employees whom she passed over for a promotion.

Recommendation: The Making of a Manager is an excellent primer for novice managers. It offers an insightful, practical, and relevant playbook for making the transition from being an outstanding individual contributor to becoming a good manager of others.

Complement with Andy Grove’s High Output Management (1983,) Loren Belker et al.’s The First-Time Manager (2012,) and Michael Watkins’s The First 90 Days (2013.)

Wondering what to read next?

  1. How to … Lead Without Driving Everyone Mad
  2. Fostering Growth & Development: Embrace Coachable Moments
  3. Direction + Autonomy = Engagement
  4. Never Criticize Little, Trivial Faults
  5. Fire Fast—It’s Heartless to Hang on to Bad Employees

Filed Under: Managing People, MBA in a Nutshell Tagged With: Books, Coaching, Conversations, Feedback, Getting Ahead, Great Manager, Management, Mentoring, Performance Management, Skills for Success

Benefits, Not Boasts

July 18, 2019 By Nagesh Belludi Leave a Comment

Just about every interaction is about selling something, whether you realize it or not.

When you try to be persuasive in a pitch or a presentation, you may come to pass as being overconfident at best, or boastful at worst.

Here’s a method that can help you transform your boasts into benefits in support of a prospective customer.

“I have 15 years of experience in this field,” may sound boastful. Instead, say, “I bring to you 15 years of experience in this field, promising you that, should any problems surface, they will be handled promptly and proficiently.” This tolerable way to promote yourself also won’t make you seem forceful.

More to the point,

  • Avoid self-superiority declarations such as “I am better than others.” Instead, couch your claims as endorsements from others: “My past clients have told me that … .” According to a study by organizational theorist Jeffrey Pfeffer, you’ll be regarded more likable and competent if you can get somebody else (even a paid agent) to sing your praises for you.
  • Steer clear of humblebragging, i.e. masking a boast as a self-deprecating statement as in “I’m a perfectionist at times; it is so hard!” Humblebraggers appear less sincere than blatant braggarts do.

Wondering what to read next?

  1. How to Project Positive Expectations
  2. How to Mediate in a Dispute
  3. Buy Yourself Time
  4. How to … Make a Memorable Elevator Speech
  5. Become a Smart, Restrained Communicator Like Benjamin Franklin

Filed Under: Effective Communication, Sharpening Your Skills Tagged With: Communication, Confidence, Conversations, Customer Service, Negotiation, Persuasion, Skills for Success, Social Skills, Winning on the Job

Transformational Leadership Lessons from Lee Kuan Yew, Singapore’s Founding Father

June 24, 2019 By Nagesh Belludi 3 Comments

Almost all leaders take office with an ambitious vision for their country or their organization, but only a few ever succeed in transforming that vision into reality. Lee Kuan Yew (1923–2015,) the architect of modern Singapore, was one of them.

Leadership Lessons from Lee Kuan Yew, Singapore's Founding Father

Lee was one of the most competent leaders the world has ever seen. An incorruptible Cambridge-educated lawyer, he was an autocratic pragmatist—a strong-willed, visionary leader who “got it done.” Under his leadership, Singapore metamorphosed itself from a tropical backwater with few natural resources to a first-world metropolis in just one generation. Today, Singapore’s per-capita GDP in terms of Purchasing Power Parity is the third highest in the world.

There is also a darker side to the Singapore story, however. The island-nation’s prosperity came at the cost of a rather authoritarian style of government that sometimes infringed on civil liberties. In a 1986 National Day Rally, Lee defended,

I am often accused of interfering in the private lives of citizens. Yes, if I did not, had I not done that, we wouldn’t be here today. And I say without the slightest remorse, that we wouldn’t be here, we would not have made economic progress, if we had not intervened on very personal matters—who your neighbour is, how you live, the noise you make, how you spit, or what language you use. We decide what is right. Never mind what the people think.

Singapore is not quite a dictatorship, but neither is it a full democracy. Its political system is skewed to let Lee’s party dominate the country’s polity. In an interview with CNN’s Fareed Zakaria, Lee asserted, “It is not the business of the government to enable the opposition party to overturn us.”

'The Singapore Story' by Lee Kuan Yew (ISBN 9780060197766) A vast majority of Singaporeans today will overlook these civil-liberty concerns in the context of the country’s socio-political stability, public security, world-leading and affordable healthcare, free education, good housing for all, and high employment.

Singapore’s spectacular success is accepted as evidence, sometimes lamentably as justification, as with Rwanda’s Paul Kagame, that a vibrant economy and sustained prosperity could blossom only under a totalitarian government. Singapore’s achievement is not likely replicable in its entirety elsewhere.

Over the last several months, I’ve read a few biographies and evaluations of Lee and his political leadership, including the memoirs The Singapore Story: From Third World to First (1998) and One Man’s View of the World (2013.) Here are a few key leadership lessons that Lee had to teach.

Vision, structure, and determination are paramount to efficacious leadership. Lee was a brilliant, clear-eyed, far-sighted statesman. Singapore’s political stability, rapid economic growth, and its raising affluence between 1959 and 1990 were not accidental, but the result of his dynamic leadership and disciplined social engineering. In The Singapore Story (1998,) he writes, “The task of the leaders must be to provide or create for them a strong framework within which they can learn, work hard, be productive and be rewarded accordingly. And this is not easy to achieve.”

Leadership entails tough, unpopular decisions. Lee was not afraid of being out of favor. “I have never been overconcerned or obsessed with opinion polls or popularity polls. I think a leader who is, is a weak leader. If you are concerned with whether your rating will go up or down, then you are not a leader. You are just catching the wind … you will go where the wind is blowing. And that’s not what I am in this for.” He famously forbade the sale of chewing gum to keep Singapore’s streets clean. He maintained capital punishment and caning. Singapore’s vandalism rules drew worldwide attention in 1994 when American teenager Michael Fay was caned for damaging cars and public property, in spite of appeals for clemency from the US media and government, including then-President Bill Clinton.

'One Man's View of the World' by Lee Kuan Yew (ISBN 9814642916) The litmus test of great leadership is results that matter. Many take issue with Lee’s methods, but few dispute the results he achieved. He was a pragmatist with devotion to no particular ideology. He once contemplated, “I was never a prisoner of any [socio-political] theory. What guided me were reason and reality. The acid test I applied to every theory or scheme was: Would it work?” and “The acid test is in performance, not promises.”

Nurture a meritocracy. Lee’s commitment to meritocracy is a hallmark of Singapore’s national identity—social mobility is rooted in hard work and contribution regardless of ethnic differences. He devoted resources to cultivate an excellent education and health system, and developed a high-quality teacher workforce—all to maximize people’s potential. According to Lee Kuan Yew: The Man and His Ideas (1998,) he wrote, “It is possible to create a society in which everybody is given not equal rewards, but equal opportunities, and where rewards vary not in accordance with the ownership of property, but with the worth of a person’s contribution to that society. In other words, society should make it worth people’s while to give their best to the country. This is the way to progress.” In recent years, though, the debate over rising social inequality has led to some reproach of Singapore’s meritocracy.

Attract and retain superior talent; pay them well. A key contributor to the wealth, stability, efficiency, and cleanliness of Singapore is its civil service—it’s one of the most proficient and least corrupt bureaucracies in the world. The government’s transparent policies have been a powerful enticement for people, businesses, and investments. Singapore has some of the highest paid civil servants in the world. The country is not content to let its top graduates all go straight to the private sector, so it pays what it takes to get them. Prime Minister Goh Chok Tong, Lee’s immediate successor, told Singapore’s parliament on 3-Dec-1993, “If we do not pay ministers adequately, we will get inadequate ministers. If you pay peanuts, you will get monkeys for your ministers. The people will suffer, not the monkeys.”

One’s accomplishments become one’s legacy. Having a broad picture of the effect you want to have on the world will help you pinpoint the actions necessary to achieve it. Explaining his legacy, Lee wrote in Hard Truths to Keep Singapore Going (2011,) “I have spent my life, so much of it, building up this country. There’s nothing more that I need to do. At the end of the day, what have I got? A successful Singapore. What have I given up? My life.”

'The Wit and Wisdom of Lee Kuan Yew' by Lee Kuan Yew (ISBN 9789814385282) To judge leaders by their methods alone is to underrate their successes. While considering Lee’s legacy, one needs to acknowledge his achievements while refusing to close one’s eyes to certain lapses. Lee’s many critics considered him authoritarian—he imposed media restrictions and used detention without trial and defamation suits to quash critics of his government. Discussing a political opponent in Lee Kuan Yew: The Man and His Ideas (1998,) Lee justified, “If you are a troublemaker, it’s our job to politically destroy you. … Everybody knows that in my bag I have a hatchet, and a very sharp one. You take me on, I take my hatchet, we meet in the cul-de-sac. That’s the way I had to survive in the past.” Lee was unapologetic about his heavy-handed style of governing, seeing it as necessitous to get Singapore to where it got.

Wondering what to read next?

  1. The Truth Can Be Bitterer than a Sweet Illusion
  2. Making Exceptions “Just Once” is a Slippery Slope
  3. The Simple Life, The Good Life // Book Summary of Greg McKeown’s ‘Essentialism’
  4. Lessons from Tito’s Leadership of Yugoslavia
  5. Book Summary of Donald Keough’s ‘Ten Commandments for Business Failure’

Filed Under: Great Personalities, Leadership Reading, The Great Innovators Tagged With: Attitudes, Books, Discipline, Ethics, Getting Things Done, Goals, Leadership Lessons, Philosophy, Singapore, Skills for Success, Wisdom

Make Friends Now with the People You’ll Need Later

June 10, 2019 By Nagesh Belludi Leave a Comment

Addison Schonland of the commercial aerospace consulting firm AirInsight describes how the 737 MAX hullabaloos have exposed shortfalls in Boeing’s crisis communications and public relations:

The MAX crisis demonstrated to everyone in aerospace media how poorly Boeing was prepared for the recent crashes. More importantly, Boeing was unprepared for the onslaught of information that started to flow freely after the crashes. … In the absence of communications from Boeing, subject matter experts, whether highly qualified or not, become media stars overnight. An information vacuum cannot exist in today’s 24-hour news cycle and the Internet. The demand for information is great, and somebody will fill the vacuum.

The fact that Boeing had to clam up about the crashes for legal reasons is well understood. But the lack of transparency about design decisions, how the company made trade-off choices when creating the MAX, and issues related to the certification process left Boeing exposed.

Rival Airbus has traditionally reached out and established relationships with the aerospace media:

Airbus spends a lot of money once per year inviting the media to an event it calls “Innovation Days”. A week ago, at the most recent event, there were 130 media members from almost every country. Airbus briefed the media on both their products and plans …. Airbus provided access to the key leaders so attendees could speak with them and ask questions, with unrestricted Q&As with C-Suite executives who stayed for a substantial period of time.

Airbus clearly has an ROI. From the perspective of an attendee, and having attended several, is that the media comes away from the event informed. But more importantly, attendees feel they understand what Airbus is doing.

Airbus, through these events, communicates with the trade and news media. This communication provides attendees with, de minimis, a sympathetic view. If Airbus had suffered the two crashes, we believe the press would not have attacked the company the same way it has Boeing.

Schonland highlights how such a web of relationships becomes indispensable during a crisis, whether the crisis is self-inflicted or caused by external events:

By not being more open Boeing has helped create a gap between itself and much of the media. … Boeing has lost any control of the [737 MAX disaster] story. Whatever Boeing does provide now is seen as biased and self-serving—there is little goodwill from the media. When [Boeing CEO] Dennis Muilenburg goes on television for the rare interview, he does not come across as well as he might. Why is that? Because everything he says is now filtered through a non-sympathetic, hyper-critical lens.

Boeing needs to invest in the small army of trade and press media that cover the industry—not just a handful of selectees. This small army provides crucial perspective en masse during a crisis and fills the vacuum with educated views and perspective.

Businesses that fail to develop such goodwill or simply lose their way with regard to public relations become vulnerable to condemnation and backlash. This can result in a wide-ranging loss of credibility, as has transpired with Boeing and its leadership.

Idea for Impact: Invest in formal and informal relationships with key external constituents who can help your business—and personal—interests. The Guanxi tradition in the Chinese culture has it just about right in placing a huge emphasis on building social capital through relationships. From Wikipedia,

At its most basic, guanxi describes a personal connection between two people in which one is able to prevail upon another to perform a favor or service, or be prevailed upon, that is, one’s standing with another. … Guanxi can also be used to describe a network of contacts, which an individual can call upon when something needs to be done, and through which he or she can exert influence on behalf of another.

Wondering what to read next?

  1. No Boss Likes a Surprise—Good or Bad
  2. Any Crisis Calls for Constant, Candid Communication
  3. The Likeability Factor: Whose “Do Not Pair” List Includes You?
  4. Could Limiting Social Media Reduce Your Anxiety About Work?
  5. Leadership is Being Visible at Times of Crises

Filed Under: Effective Communication, Leadership Tagged With: Aviation, Conflict, Getting Along, Leadership, Leadership Lessons, Mindfulness, Networking, Relationships, Skills for Success, Stress, Winning on the Job

« Previous Page
Next Page »

Primary Sidebar

Popular Now

Anxiety Assertiveness Attitudes Balance Biases Coaching Conflict Conversations Creativity Critical Thinking Decision-Making Discipline Emotions Entrepreneurs Etiquette Feedback Getting Along Getting Things Done Goals Great Manager Innovation Leadership Leadership Lessons Likeability Mental Models Mentoring Mindfulness Motivation Networking Parables Performance Management Persuasion Philosophy Problem Solving Procrastination Relationships Simple Living Social Skills Stress Suffering Thinking Tools Thought Process Time Management Winning on the Job Wisdom

About: Nagesh Belludi [hire] is a St. Petersburg, Florida-based freethinker, investor, and leadership coach. He specializes in helping executives and companies ensure that the overall quality of their decision-making benefits isn’t compromised by a lack of a big-picture understanding.

Get Updates

Signup for emails

Subscribe via RSS

Contact Nagesh Belludi

RECOMMENDED BOOK:
Confessions of a Public Speaker

Confessions of a Public Speaker: Scott Berkun

Communication consultant Scott Berkun's guidelines on how to reduce anxiety and how to speak in public with greater effectiveness.

Explore

  • Announcements
  • Belief and Spirituality
  • Business Stories
  • Career Development
  • Effective Communication
  • Great Personalities
  • Health and Well-being
  • Ideas and Insights
  • Inspirational Quotations
  • Leadership
  • Leadership Reading
  • Leading Teams
  • Living the Good Life
  • Managing Business Functions
  • Managing People
  • MBA in a Nutshell
  • Mental Models
  • News Analysis
  • Personal Finance
  • Podcasts
  • Project Management
  • Proverbs & Maxims
  • Sharpening Your Skills
  • The Great Innovators

Recently,

  • Chance and the Currency of Preparedness: A Case Study on an Indonesian Handbag Entrepreneur, Sunny Kamengmau
  • Inspirational Quotations #1123
  • Should You Read a Philosophy Book or a Self-Help Book?
  • A Rule Followed Blindly Is a Principle Betrayed Quietly
  • Stoic in the Title, Shallow in the Text: Summary of Robert Rosenkranz’s ‘The Stoic Capitalist’
  • Inspirational Quotations #1122
  • Five Questions to Keep Your Job from Driving You Nuts

Unless otherwise stated in the individual document, the works above are © Nagesh Belludi under a Creative Commons BY-NC-ND license. You may quote, copy and share them freely, as long as you link back to RightAttitudes.com, don't make money with them, and don't modify the content. Enjoy!