Blog Post Cover: Business Operations Professional People Skills

We’re continuing our look at Marcus Whitney’s Book Create and Orchestrate by examining what it means to have a strong sense of business operations.

If you missed any of the previous posts, don’t worry, links are at the bottom.

At its core, the purpose of operations is the indefatigable elimination of risk in the business.*

The Structure Of Business

The United States has a dizzying array of tax codes, legal standards, and licensing requirements for businesses. I’m not a tax professional, and I understand very little about the different structures and benefits to each different type of business entity.

What I do understand, however, is risk mitigation and people management.

Yes, creating the right entity matters.

Of course, you need to have insurance, file the proper paperwork, and utilize the right tax incentives.

But above all, it’s the measure of people’s development, conflict resolution, and personal investment that really shapes the future of your business.

Effective Business Operations Includes Substantial People Development

Years ago, I was coaching an individual that often touted his own leadership capabilities. He was convinced that both his ideas and his methods were right. It came as an absolute shock then when he was passed over for a promotion.

To hear that he didn’t play well with others, handled criticism poorly, and was developing a negative reputation in the organization truly came as a surprise to him.

Early on he expressed his anger and frustration. Everyone else’s inability to see his greatness was offensive. It was then that I asked him a fundamental question about his leadership. Blog Post Cover: Business Operations Professional People Skills

“Great leaders produce more leaders. Who are other people you’ve developed that would identify you as their main source of influence?”

He sat in silence for several minutes, ultimately unable to come up with a single name.

He was slowly beginning to realize the difference between ordering others with tasks and leading people effectively.

To his credit, he took the insight seriously and began to change. His method and approach to interacting with others improved greatly. He led his team more effectively and radically improved his leadership capabilities. As a result, his overall business operations improved. His happier (and more well-developed people) made for a better culture, which made for a better customer experience. Everyone won.

Your Key Three Takeaways

To effectively grow your business operations and, as a result, your overall business, you must, as they say, play well with others. Ultimately it will all come down to how well you invest in the people and culture of your organization. Here are three things for you to practice this week:

1.) Think Through the HR Logistics

One of the reasons businesses call me is because they sense that a change is needed in their HR policies. People are leaving. Customers are unhappy. Turnover is high. What’s going on? Most times, the business owner hires an employee but then stops the conversation. Outside of the occasional business meeting, there is little to no talk of promotion, a pay raise, or leadership development. If this is you, your business operations are in need of a serious overhaul. Start with people. End with people. Develop people at every step along the way. Think through those logistical questions and treat your employees with respect, trust, and goodwill. It goes farther than you think.

If you’d like some help with this, feel free to email me and we’ll set up a time to talk.

2.) Praise Publicly – Criticize Privately.

I almost wrote, “Don’t criticize.” It’s not that people don’t need to hear good, constructive feedback, it’s that it’s so often done poorly. Coach your people through problems. This gives them the opportunity to listen and learn from their mistakes by applying critical thinking to their own actions. The most effective way to change behavior is through good, insightful coaching.

On the positive side, be generous with public praise. I once worked with an employer that openly refused to praise their employees.

“I give them a paycheck, why should I praise them for doing their job?”

The short version of that story is that employee turnover was extraordinarily high and morale was constantly low.

Praise frequently and extravagantly.

Let someone know when they do a good job.

Better yet, make sure others know it as well.

3.) Win Relationships, Not Arguments

Several years ago, mired in a personal conflict with someone else, I learned a very harsh reality: If I win the argument but lose the relationship, I’ve lost everything.

I’m sad to say that I lost everything. My moments of weakness, poor leadership, and even worse conflict resolution ability cost me a friendship and ultimately a job. As a person in charge of business operations, this decision haunts me.

From that moment on, I was determined to never let it happen again. Since then, I’ve never been disappointed. Even when it means swallowing my pride or allowing the other person to be right (even if factually I am) it’s always been worth the extra effort and energy to win the relationship.

As a business owner or other leader, be sure to win relationships. With your employees, your customers, your superiors, and your community. Sacrifice the idol of always needing to be right and instead work towards always needing to be loving. Demonstrate grace, compassion, and empathy as a leader.Create and Orchestrate Book Cover

Eight Core Concepts

This list is updated as the blog series continues. Click on any live link to go to that post in the series.

  1. Leadership
  2. Finance
  3. Operations
  4. Growth
  5. Product
  6. Service
  7. Sales
  8. Marketing

*  Whitney, Marcus. Create and Orchestrate: The Path to Claiming Your Creative Power from an Unlikely Entrepreneur (p. 69). Creative Power. Kindle Edition.

Stock and Computer overlay with text "Intentional Investment"

The greatest thing we can do every single day is to make an intentional investment into those around us.

The recent world pandemic of COVID-19 (Coronavirus) reminds us of the fragility of financial investments.

Will the stock market recovery? Absolutely. Eventually.

But this also reminds us of the need to invest in relationships.

One thing that pays immediate dividends and lasts forever is investing in people. Finding, developing, resourcing, and equipping future leaders around us is always worth the investment. 

Growth Happens Here

When I work businesses, especially entrepreneurs or solopreneurs, this becomes an emphasis of our coaching time. Stock and Computer overlay with text "Intentional Investment"

In the beginning, all work is done by the owner. As anyone who has started a business. In addition to being the owner, they were also the sales team, marketing department, human resource contact, janitor, and security guard.

The business grows, and it comes time to hire a new employee.

This can be scary. Someone who is used to doing it all can be hesitant to give something up. The fear is that the new person won’t do it as well.

Hint: That’s probably true.

But that doesn’t mean we avoid hiring. Instead, it means we get intentional about hiring. We look for people willing to be invested in.

Instead of capping growth at the original owner/banker/marketer/sales/do-it-all-yourself we find ways to offload burdensome tasks to someone else.

The owner focuses on the core activities of the business, the things that only he or she can do to help the business grow. We create a hiring profile based on those other tasks. The ones that are important, maybe even vital to the organization, but something that can be done by someone else.

In the coaching process, we work through four quadrants and have the owner visualize where the growth needs to happen.

The last step is always people investing. That’s where we see the greatest return on investment.

Intentional Investment

What does intentional investment look like? It can take many forms:

  • An encouraging word or letter of thanks
  • Educational support
  • Mentoring/Coaching
  • Professional Development seminars
  • Sharing hard-won battles or industry secrets

In sum, Intentional investing happens anytime we are purposeful about shortening the learning curve between where someone is at and personal mastery.

Previously, we have looked at what it means to choose people over projects.

This goes one step beyond that.

More than just the relationship, we care about the growth of the person.

Ready to invest in someone else? Here are three ways to seek out relationships for intentional investment.

3 Ways to Cultivate a Life of Intentional Investment

1.) Intentionally Create Calendar Space

Personally, I’ve stopped using the phrase, “I don’t have time.” I’ve discovered that I’m always willing to make time for things in my life that really matter. If you want to find the time, you never will. Ultimately, that’s because you don’t value it enough. Create calendar time to intentionally cultivate relationships.

2.) Find a bit of yourself in the other person.

In many ways, the coaching field is full of coaches who utilize their time to help others that are like them. I know this is true of me personally and several of my other coaching friends. We coach what we have come out of, or where we see ourselves going.

Mentoring. Connecting. Investing in others all look like this as well. Find someone who reminds you of you at a younger age and guide them towards maturity. What are the things you wish you’d know at that age? That’s the perfect place to start.

3.) Create a compounding vision of success

Albert Einstein is attributed with saying that compound interest is the most powerful force in the universe. However true this is, I believe our ability to invest in others is even more powerful. In the midst of the Coronavirus pandemic, people have been hoarding items like toilet paper and hand sanitizer. There are even videos online of fistfights erupting over these items.

One thing we never want to hoard is information, transformation, or success. I firmly believe there is enough for everyone. In a world that says, “There’s only enough for one of us if you have it then I can’t.” I choose to fight against that.

There is enough happiness, joy, success, wealth, insight, talent, and ability for us all to succeed.

Instead of seeking out compounding interest, seek out compounding wins of success and personal investment in others. Their gratitude, your joy, and the world’s need for positivity will all thank you.

Justin’s note: During this trying time of the ongoing COVID-19 pandemic I am doing my part to give back.

1.) If you want a free downloadable of 50 ways to practice self-care click this link.

2.) If you have been impacted by the COVID0-19 virus as an employee or business owner, I’m giving away free coaching. Go here to apply.

Blog Cover Picture with Title "Courageous Leadership"

We are all leaders.

The only question then is what kind of leader we want to be.

Nancy Koehn in her fantastic book Forged in Crisis sets the premise this way: “Courageous leadership is actually a result of individual people committing to work from their stronger selves, discovering a mighty purpose, and motivating others to join their cause.”

Strong, courageous leadership is composed of three elements.

First, is the strength and belief of a stronger self.

Second, is a call beyond oneself.

Third, is eliciting others to join.

A Stronger Self

We are all in the process of self-development. Engaging in blind spots, seeking sound council, expanding our minds. We read, process, develop new ideas, think, share, and refine our every action.

This is because we embody a firm belief in reaching our full potential. That there is something inside of us call to be more.

Do more. Blog Cover Picture with Title "Courageous Leadership"

Love more.

We know that there is a call within us that if we embrace it, it could transform the world.

The greatest gift we can give the world is our full self. This is not arrogant or pushy, it is a recognition of the gift God himself placed within us.

Koehn examines the development of five great leaders in history and reaches this conclusion: “The concept that, at times, the most powerful thing one can do is to invest in oneself, without signs of great outward progress … The work they did on themselves wasn’t some kind of formal bildungsroman brought to life. No, the self-development work that these protagonists did was generally unnamed and unforeseen. It was often accomplished ad hoc, in response to an obstacle in their way or a new realization. But once learned, the particular skill, aspect of emotional mastery, or powerful insight became a part of the individual leader’s tool belt—to be used and strengthened going forward. And as all five individuals came to realize, the harder they worked on themselves, the more effective they became as leaders.”

A Larger Vision

Great leaders never work on themselves as the end goal. Rather, the end goal is to complete a mission. They want to birth the vision in their mind and fan the flame burning in their heart.

We get that.

We have that same calling.

As leaders, we’re calling others to join the mission. Save the planet. Invent a product. Find a new revenue stream. Raise a child.

Whatever it is, we get it. You get it. The belief in your best self – and your continued pursuit of that – have led you to acknowledge the world-changing power contained in your soul.

When you spend time developing yourself and give detail to the future vision, you can enter step three of leadership.

Recruiting Others

The final step of great leadership (or ‘courageous leadership’ as Koehn calls it) is to recruit others. We can never complete this journey alone.

We will never reach the greatest potential on our own accord.

A mentor.

A coach.

A group of peers. Blacksmith forging iron

A tribe.

A blacksmith of the soul, sharpening your iron to bring out the greatness.

Other like-minded individuals willing to seeing the awe-inspiring vision come to life. Not just in your mind. Not just in your heart. Instead, your desire is now theirs. They want to honor you and the call in your life while charting new territory.

We are all leaders.

The only question then is what kind of leader we want to be.

I am preparing lecture notes for a master’s course in Ethical Leadership. This is a preview of the material. While the full course is private, I will be offering a version of this to the public in the near future.

 

To find out more or be put on the course waitlist, join my Elite Performers newsletter.

 

To work directly with me, sign up for coaching.

Sources:

Koehn, Nancy F. Forged in Crisis: The Making of Five Courageous Leaders (p. 3). Scribner. Kindle Edition.