Tanveer Naseer

Leadership Coach, Speaker, and Writer

What Happened To Trust And Integrity In Today’s Organizations?

Trust and integrity seem to be in decline in many organizations today. Here's a revealing look at why they are so critical to leadership and organizational success.

Over the past several weeks, there has been a recurring theme in the news of organizations being caught at their worst and with it, how often leaders drop the ball in owning up to these failures incurred by those they lead.

While the most talked-about examples have been Pepsi’s tone-deaf commercial and United Airlines’ abhorrent treatment of one of their passengers, I want to share the story of another organization’s colossal misstep in order to illustrate how the disconnect leaders engender between an organization’s efforts and those they are meant to serve can have a far greater and deleterious impact than we might realize.

Perhaps best known internationally as the creator of the Ski-Doo snowmobile and Sea-Doo personal watercraft, here in the province of Quebec, Bombardier holds a storied and revered place as a shining example of Quebecois entrepreneurship, business acumen, and high-tech talent.

Or at least they did until it was revealed that the company had given its executives a 50% pay hike after laying off 11 000 employees and asking for over $1 billion in bailout funds from the provincial and federal government in order to help keep them afloat.

Since the news broke, Bombardier’s image in the province has taken a serious hit and the company has been subject to numerous protests outside their headquarters here in Montreal. Bombardier has since attempted to save face by announcing that they would defer almost half of the proposed executive compensation until 2020.

But by then it was too late as even now, more than half of Quebecers say they have a negative impression of this once well-regarded company, a reality that will not only impact their ability to garner public funds in the future, but also the way their employees view their organization and their contributions to it.

Now, in the case of Pepsi and United Airlines, the typical focus tends to be on them being examples of failures in crisis communication. And yet, while these assessments are correct, they also create a false impression that these incidents are temporal in nature, evoking the old adage of how time heals all wounds.

But the real lesson we should be taking from each of these examples is not simply what and how we communicate following a clear violation of what we claim to be our organization’s vision and/or values, but of how this kind of disconnect in our leadership can irreparably damage the trust we’ve earned – not just with our customer base, but amongst those we have the responsibility to lead.

Through the examples of Pepsi, United Airlines, and Bombardier, we not only see first-hand what happens when we fail to honour what we claim to stand for, but also an important truth about the nature of trust in leadership. Namely, that trust is not a transitory value, but should serve as an unyielding cardinal point in your leadership [Twitter logoShare on Twitter].

It’s a fact that both the CEO at United Airlines and Bombardier have failed to understand given how their first response in the face of public outrage over what happened under their watch was to sidestep any real responsibility and in the case of Bombardier, go so far as to justify it as being the norm.

What both of these leaders have clearly failed to learn is that trust is more than a noble virtue – it’s a promise we make to others that we’ll do them no harm [Twitter logoShare on Twitter].

Of course, while these examples demonstrate just how quickly leaders can Click here to continue reading »”What Happened To Trust And Integrity In Today’s Organizations?”

Do Your Organization’s Values Reflect What It Stands For?

The recent scandal at Wells Fargo provides a unique backdrop to discuss the role organizational values should be playing in today's leadership.

Over the past several months, there has been a growing discussion and even discord in various parts of the world over the issue of reasserting what our values are as a society and country.

From the various debates in European countries about the sociological impact of rising refugee populations, to the polarizing political climate brewing within the current US election period, there’s been a growing unrest in certain countries to ‘protect their country’s values’ in light of changing demographics and the growing interdependence brought on by today’s global economy.

Ironically, in almost every one of these discussions regarding the importance of protecting a society’s or country’s values, there’s a noticeable absence of clarity about which values exactly are in need of protection, or are currently at risk of being washed away by the arrival of immigrants and refugees on their country’s proverbial shores (in most cases, when certain values are pointed out as being at risk, they tend to be those that are already enshrined in a country’s laws or are deeply entrenched in existing cultural norms).

That lack of clarity about what values these countries need to protect reflects a current affliction impacting many of today’s organizations. Specifically, of how the values an organization uses to define who they are and what they’re all about tend to be contradicted by the decisions and choices their leaders make regarding the best way to achieve their short term goals.

Consider, for example, Wells Fargo, the latest US financial organization to get caught up in a major scandal and subsequent public relations disaster. An examination of the text found on their company’s webpage simply titled “Our Values” reveals this telling statement:

“All team members should know our values so well that if our policy manuals didn’t exist, we would still make decisions based on our common understanding of our culture and what we stand for. … If we had to choose, we’d rather have a team member who lives by our values than one who just memorizes them.”

And then further down on this same page, Wells Fargo identifies “ethics” and “what’s right for our customers” as being among those values that they expect all of their employees to recognize and abide by in how they perform their duties within their organization.

Now, considering the recent revelation that this financial institution had created almost 2 million fraudulent bank and credit card accounts in order to increase fees they charged to their existing client base, it’s not surprising that this company has lost the confidence and trust of both their customer base and the public at large. The fact that their actions blatantly contradict the very values they espouse to hold dear only makes the hole in which they’ve dug themselves into even deeper and harder to get out of.

But the larger issue this situation exposes for other organizations is whether Click here to continue reading »”Do Your Organization’s Values Reflect What It Stands For?”

4 Important Leadership Lessons From The Final Frontier

In honour of the 50th anniversary of Star Trek, here are 4 important leadership lessons we can learn from the crew of the Starship Enterprise.

If you’re a Star Trek fan like myself, then you know this week marks a historic milestone for this science fiction cultural phenomenon. More specifically, how this Thursday, September 8th marks the 50th anniversary of the airing of the first episode in this iconic, internationally renowned television series.

Whether you’re a fan of the series, or sci-fi in general, or not, you have to admit it’s an impressive feat for a series made literally half a century ago to have given rise to four television spinoff series (with a fifth TV series now in the works), along with 13 movies, including the recent reboot series of which my daughter Alya is a big fan.

Now while I imagine much will be written and spoken this week regarding the enduring appeal of this show, there can be no doubt that a big factor behind its ability to continue to garner new fans decades after its series run is because of its earnest desire to showcase our collective humanity at its very best.

But there’s another aspect of this popular franchise that we can also appreciate and that is some of the lessons we can learn about how to be the kind of leader who not only inspires the best in others, but who also demonstrates a sense of clarity about who we are and what we’d like to achieve.

To that end, here are 4 important leadership lessons we can learn from Star Trek to improve the way we lead our team and organization.

1. You have to care about your people as much as you do about your mission
With a show as old as the original Star Trek series, it’s only natural that certain presumptions are made about the show and its characters that are not necessarily reflective of what was really shown on the series. One example of this was how in recent years, people began to think of Captain Kirk as being this action-oriented leader while his more recent, modern counterparts in subsequent TV sequel series were the more thoughtful, cerebral type.

While there certainly were more fight sequences in The Original Series as compared to the ones it gave rise to, the truth is that one thing that was ever-present in Kirk’s character was how his primary focus was on his crew. While the most obvious example of this can be seen in various episodes where Kirk faces a threatening adversary and barters his own life in exchange for the safety of his crew, the most evocative example of this is seen in those moments where he kneels over the body of a lost crewman.

Unlike his contemporaries who absorbed crew losses as new data to reformulate their strategy, Kirk never shied away from letting others see that he’s taking this loss personally, regardless of how well or how little he knew them.

But he also demonstrated that sense of care and concern in how he pushed his crew to do better; to challenge themselves to rise above the challenges before them because he believed in their potential to be more. That’s why the stories in this series remain timeless – it’s not about the technology, but about Click here to continue reading »”4 Important Leadership Lessons From The Final Frontier”

Creating A Customer-Centric Culture – The Disney Way

A lesson from the Disney organization on how storytelling can help leaders to build and sustain a customer-centric organizational culture.

The following is a guest piece by Bill Capodagli.

What is corporate culture? One of my clients once defined it as what employees do when everything else is stripped away or what they do when no one is looking. Twenty years ago, corporate or business culture sort of just happened…good, bad or indifferent.

More recently, executives have learned that creating a customer-centric culture can lead to a huge competitive advantage. In 2005, J. Kotter and James L. Heskett published their 10-year research project – “Corporate Culture and Performance” – in which they compared companies that intentionally managed their cultures to similar companies that did not.
Here are some of their findings:

Managed Their Cultures

  • Revenue growth of 682 percent.
  • Stock price increases of 901 percent.
  • Net income growth of 756 percent.
  • Job growth of 282 percent.

Did Not Manage Their Cultures

  • Revenue growth of 166 percent.
  • Stock price increase of 74 percent.
  • Net income growth of 1 percent.
  • Job growth of 36 percent.

Culture is now a common word in the lexicon of American business. In 2014, after a massive amount of searches on Merriam Webster’s on-line dictionary site, “culture” was proclaimed the “word of the year. “ In 2016, 87 percent of respondents of Deloitte University Press’ Global Human Capital Trends identified “culture” as important to their organizations.

None of these findings surprise me in the least. In “The Disney Way 3rd edition”, we feature highly successful organizations that have realized great success with Click here to continue reading »”Creating A Customer-Centric Culture – The Disney Way”

Understanding The Power Of Expectations

Leadership expectations and employee potential

A few weeks ago, my oldest daughter and I were watching one of our favourite dramas when a scene came along that spurred on a conversation about leadership and the expectations we have about those we work for.

The scene in question revolved around one of the main characters who in his new job as a sous-chef had spent the past few days cutting over 40 pounds of potatoes into paper-thin slices. When the head chef – the main character’s boss – walks into the kitchen, the sous-chef points to the heaping bowl of potato slices on his station and tells the head chef he’s completed his task.

The head chef takes a quick look at the potato slices and tells his sous-chef that it looks like he finally got the hang of it near the end. The head chef then takes the large bowl of potato slices and tosses them in the garbage.

As his sous-chef starts to blurt out his exasperation at seeing days of his work being tossed away, the head chef pulls him over to another cutting board and takes out an odd looking vegetable. He then tells his sous-chef to slice the vegetable using the same technique he used with the potatoes.

After making a few paper-thin slices, the head chef picks up a slice and tells his sous-chef that the odd-looking vegetable is a white truffle that goes for over $1000.00/pound.

The head chef then tells his sous-chef that cooking is an art – that to succeed at it, you need more than dedication and precision, you need something innate; something he sees in his new sous-chef. And that’s why he wanted his sous-chef to cut all those potatoes – so he could develop his innate skills in order to better learn the techniques involved in classic culinary prep work.

After seeing the interplay between this boss and his new employee, my daughter – who for the past few weeks has been sending out resumes for summer job positions – looked at me and said ‘I want to work for a boss like that’.

Her reaction was not surprising – after all, who wouldn’t want to work for a boss who recognizes our innate potential and provides us with the guidance and support to help develop that potential?

Unfortunately, I met my daughter’s hopeful enthusiasm with a discouraging reply, pointing out how it’s a rare occurrence to work for a boss who encourages the growth of their employees.

Now granted, it is important to provide children with a realistic world-view of what’s awaiting them out there in the real world. And yet, at the same time, I realized that this conversation shines a light on the bigger issue of Click here to continue reading »”Understanding The Power Of Expectations”

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