Last week, Scott Allen turned me on to the concept of Socialutions. At the heart of this idea is that no new business solution can take root inside an organization until the correlating out-dated ideas, mindsets, and operating methods are weeded out.

Now you may be thinking to yourself, “But Chris, this is nothing new…this is just common sense.” To which I would reply, “Yes, but when do most organizations use this common sense?” If fact, most organizations will simply try to lay the latest business fad on top of their current operations and culture. Regardless of whether they implement this innovation with the best of intentions or not, they’ll soon discover that this course of action will lead to failure with a high probability rate.

Let’s take social media as a fresh example. Loads of businesses and non-profits are adding social media tools to their everyday work as a way to keep up with progress (or worse, to demonstrate they’re “hip” and “edgy”). They’re creating corporate blogs, podcasts, and vblogs; engaging in communication channels like Twitter; building collaborative pages via wikis and Facebook. I’m not suggesting that there’s anything inherently wrong with any of these activities, but I do argue that simply adding them to your business operations without understanding…

1. the true ethos of social media and its focus on authenticity and diffusion of control
2. how to integrate these tools with your overall strategy and disperse throughout your entire organization
3. AND MOST IMPORTANTLY what old behaviors and actions need to be cast aside in order to make these initiatives work

…will expose your organization as a hipster wannabe and leave you thinking that this social media stuff doesn’t work after all.

It’s not that social media doesn’t work, it’s that without making the necessary changes to your culture to accommodate it you’ll just be pretending. From the Socialutions blog, here’s an excerpt from a recent post called How Long Can They Pretend?:

The quality of social interaction is driven by the organizations entire “system” of interactions led by management. The current craze by brands wanting to ride the “social wave” is akin to corporations trying to ride the “quality movement” of the 80’s and 90’s. Those that used quality as a differential started by changing the thinking that managed the “system” and it permeated from the top down. Those that faked it hired a Quality Guru and made quality their responsibility. The later failed.

If you truly want social media (or any other initiative) to work for your business, don’t assign one person or one team to make it happen and then step out of the process. That’s really just pretending to give a damn and setting those folks up for impending failure. If you’re a senior manager, take some time to learn about your organization’s systems and culture (and if you don’t know how, hire someone to help you…yes, that’s a shameless plug). If you’re serious about changing how your business operates in the 21st century and how your people can be an important part of that growth, do them and yourself a service and don’t pretend to be something you’re not.

Managers, when it comes to your employees where does professional development rank in your list of priorities?

A. It’s vitally important and I discuss it frequently
B. It’s important but don’t talk about it much
C. It’s not important – or – there are more important things to focus on

If you answered ‘A’ above…congratulations! Keep on doing what you’re doing. However, for all you folks who answered ‘B’ or ‘C’, let’s have a friendly chat, okay? I won’t lay a guilt trip on you (okay…try not to) and I promise by the end you’ll come away with a new appreciation for why growing your employees is important.

When I work with managers, I often hear four common reasons for why professional development gets pushed to the backburner:

Good Ol’ Fashion Fear of Change
Perhaps the greatest fear expressed is that if you grow someone, you’ll grow them right off your team or out of your organization. That might just be true. When people grow as professionals, they do change…and change can bring fear. In this case, it’s the fear of changes in the environment. There might also be a fear that if the employee leaves you just paid for growth that will benefit another organization and not your own.

So, what if you grow an employee and they leave? As Jamie Notter once pointed out, think of it this way: what if you don’t grow them and they stay?

What you can do: It’s time to confront this fear and realize that professionals must hone themselves or else they become dull and rather useless. If the employee stays, they’ll be far more useful to your organization’s purpose. Yet if the employee leaves, you can still take pride in the fact that you helped them move on to something important. And here’s an often ignored bonus: you now have a potentially new social link to another organization in order to share ideas and experiences.

Not Enough Time or Resources
This usually follows with, “When things settle down and get less crazy, then I’ll be able to give more focus to professional development.” Here’s the problem with that statement: it’s never going to get less crazy than it is now. If anything, it’s just going to get crazier.

What you can do: Stop finding reasons for not making disciplined time or resources available around professional development for your people. If time is the reason, create ways for your employees to make time (e.g., move some lower priority tasks off their plate to make room for professional development). If resources are the reason, it’s time to evaluate where you spend your money. If you don’t see professional development as an investment in your company’s future success, there may be something there to reflect on further.

We Have Bigger Problems to Solve Right Now
See above. Again, it comes down to priorities. Also, ask yourself this: Would growing the skills, experiences, and knowledge of our employees help us solve this problems more effectively?

It’s the Employee’s Responsibility
Managers, if this is your belief we need to work on changing that now. Here’s a simple question: what is your role in your organization? Take a few minutes to reflect on this. Hopefully, somewhere in your response, the word lead appeared. If you are a leader, know that a key responsibility of leaders is to produce more leaders. That takes a firm belief in the value of growing your employees.

What you can do: Assume the responsibility for growing your people. Yes, it’s the employee’s responsibility to be open and eager to achieve their own development (it’s the old horse and water thing). Yet, you must create these professional development openings and then create the space for your employees to use what they’ve learned. Going back to the first issue around the fear of employees leaving…if an employee has the ability to grow and use this new growth in their work, they’ll likely be far happier and fulfilled in what they do.

Remember managers…if your employees look good, then you’re going to look good. The manager/employee dynamic can be a mutually beneficial relationship…particularly if you take care of your employees and their need for professional development.

This weekend, I took Katie and Leah to one of the many local parks here in Austin. The brilliant thing about our city parks are the really neat playgrounds…and on weekends, there are always a gaggle of kids enjoying the freedom of playing. As I watched, it occurred to me (with a little help from Jason) that there is a lot we can learn about relationships – and in many cases relearn – from observing how kids interact with each other.

1. Lack of judgment
Watch kids play and first thing you notice is that there is a lack of personal judgment taking place. When a new boy or girl enters the scene, they don’t fret and wonder how this fellow player is going to add to their social circle. They don’t worry if hanging around with them is going to build or kill their cred as someone cool or hip. They don’t get hung up in a bunch of the social tangles that we create everyday. The only question they have is whether they want to have fun and play.

2. Sometimes you need a buddy
While kids can go off and play by themselves, they know that the teeter-totter doesn’t work very well with just one rider. And the merry-go-round works way better when someone else helps push. Listen for the laughter on a playground and you’ll likely see a group of kids enjoying the heck out of themselves – together

3. Free to begin, free to leave
There’s no planning, no exchange of business cards, no tearful goodbyes (well, only when you have to actually leave the playground). Kids live In the moment. They’re single-mindedly focused on swinging higher, sliding faster, climbing farther. When a friend leaves, another friend may enter.

4. Sometimes you lead, sometimes you follow
Notice that there’s never one person ordering others to go push them on the swings or spin them on the merry-go-round. There’s just a mutual sense of helping. And if someone’s hogging all the fun, they get left behind pretty quickly. That built-in sense of fairness means that there’s always a fluid agreement of leadership and followership.

5. It’s all about sharing the experience
For kids, it’s the fun of being together and enjoying the companionship and fellowship of others. There’s an acknowledgement that discovery is better when you can share it with someone else.

If all of this is true, what happened? Unfortunately, we went through that crazy mixed up time called adolescence. We were bombarded by all sorts of messages about what’s cool and hip and dorky and childish. Most of us figured out that some pretty good defensive armor was necessary to survive the hallways of middle and high school. Then, as adults we never stopped to check whether these things we learned during these tough times still work. If we did, we’d recognize that they don’t.

No worries. The cool thing is that as adults, we now have the maturity and insight to come back around to the lessons we intuitively knew on the playground. So, next time you find a playground inhabited by some fun-loving kids, sit down and just observe. And think about how you can bring some of these lessons that may be locked inside of you back out into your work and life.

Any other playground lessons to share?

From the “Sad But True” file, it appears that British businesses could soon be employing lie detectors as a way to deter healthy folks who call in sick for work. And if American Idol, The Office, and countless other Brit imports are any indication we’ll be seeing something similar in the U.S. any day now. You can already imagine where I stand on this imbecilic nonsense. My reaction is similar to Judy McLeish’s who wrote Voice Risk Analysis to Identify Those Feigning Sick – Is This a Joke?. Look…if your company thinks it has problems with employees calling in sick just to play hooky you need to take a good look at how you are engaging them. Instituting a lie detector not only misses the bigger picture, it literally pushes them out the door.

This YouTube clip is making the rounds through Twitter and it’s just too darn good not to share here. It’s also related to Vicky’s first post at the new Remarkable Parents blog.

“If you’ve never failed…you’ve never lived.” We can stew about our failures or we can celebrate them. Which one do you think is going to help us create the kind of life we dream about?

I try not to stray too far away from the core topics behind the Alchemy of Soulful Work (though maybe I should be a little more lax with this), but I’m compelled to write today as a part of the Bloggers Unite for Human Rights event. For me, the reason is simple: without basic human rights and freedoms I would not be able to write about workplace issues. And the very notion of employee engagement and joyful work is only possible if our foundational liberties are taken care of. I know I sometimes take this for granted and am thankful for the opportunity to be a part of this movement today.

There are places in this world where sitting and writing ideas like I’m doing at this moment would likely land me in jail. China is one such place which continues to not hesitate to send journalists and dissidents to prison for speaking out against injustice and censorship. And the sad fact is that some of the companies we support turn a blind eye to this…or in the case of Yahoo! agree to cooperate with this gestapo behavior. One action you can take today is send an email to Yahoo! and let them know you think they need to change their actions on human rights abuses.

And lest you think I might let my own country off the hook, I’m also taking the United States to task for it’s hypocritical use of the Guantanamo Bay facility for illegal detentions. It’s very existence and what actually occurs there makes a mockery of every proud ideal this country was founded upon. I hope you’ll join me in the initiative to Tear it Down.

If you’re able to freely read this post, write about it, and talk about it to your neighbors and friends then know that there are individuals out there who have no voice and are invisible. We can stand for them and speak for them. This is our freedom.

Last night, I was paid a visit from my blogging gremlin who goes by the name of “You’ve-Been-Doing-This-For-How-Long-And-You’re-Still-Not-Semifamous” though I prefer call him Boris (as in Boris Badenov). He entered quietly through the back door and whispered very persuasively in my ear about all the things I’m not and all the things that the Alchemy of Soulful Work blog is not and all the things that Bailey WorkPlay is not. This dark little fiend can be extremely effective in sucking the joy and purpose from my work. As you can imagine he’s not a very welcome visitor but always manages to pop up and hang around longer than necessary.

Fortunately, I had some help from my friends on Twitter who helped me crank up the light and usher his black evil soul out the door (thank you tweeps!).

Once Boris and his joy-sucking presence was gone, I went in search of some help to at least address the still-lingering blogging doubts. When I need blog help, one of my favorite sources of inspiration and a good old kick in the pants is Darren Rowse and his Problogger blog. And once again, he came through for me with flying colors with a terrific and well-timed post called What You Say Is What You Are – The Problem of Blogger Inferiority Complex.

The three keys Darren listed are:

• Identify what you have.
• Build upon what you do have.
• Build upon what you’ve already built.

It’s that first bullet that really hit close to home for me. It’s built around the question: Are You Focusing More Upon What You’re Not than What You Are as a Blogger? Wow! I’m not sure I was prepared for the truth behind that question but the continuous learner in me recognizes that I’ve allowed myself to get pulled into a way of thinking that is focused more on deficiencies than strengths, failings rather than gifts. If this sounds familiar to you too, don’t worry…we have company (read the comments to both of Darren’s blogposts).

So, let’s figure this one out together. Let’s aim to get reacquainted with our greater self. Let’s commit to creating great work and a life where our passions burn bright. Let’s move forward in the knowledge that we’re never in this alone. Let’s start a dialogue and share what we need to be spectacular in who we are and what we do.

Regardless of what the popular press might have you believe, not everyone who is job hunting is living in a crappy work situation. There are other reasons to want to leave a job besides being miserable. You could be wanting to learn more, become a cardcarrying member of management, try new challenging projects, or move to a different city (to name just a few options).

If this sounds like you, you may also note a strange limbo-like feeling where you’re standing in two different worlds. It’s a peculiar window of time that starts when you’re thinking seriously about changing jobs and the time you actually make the jump. It can drive some folks nuts. But it’s in this window that opportunities continue to appear if we’re open to seeing them. The problem is that we focus so much on that next great gig, we often don’t see them. These can be important stepping stones we can use to continue building our professional portfolios.

Here are a few springboard questions to ask:
Is there a gap in my resume or portfolio that I can work on now?
If you’ve started putting feelers out there for a new job (in particular if you’ve had some interviews), you’ve likely started getting ideas on areas where you can add a little extra meat to your portfolio (or extra tofu if you’re of the vegetarian persuasion). I’m a firm believer that a portfolio can always be enhanced so look for opportunities to improve your marketable expertise and results.

Is there a network or contact relationship that I can cultivate?
Don’t discount your internal contacts now. Just because you’re thinking of leaving a workplace doesn’t mean you have to stop making professional connections. If anything, this is a prime time to keep meeting and talking and learning from people. Oh…and those external networks are pretty good ones to continue to cultivate, too.

It could be that you’ve tapped out all of your opportunities. If that’s the case, then it’s definitely time to move on quickly. But if you recognize that there’s still something left in the tank, take some time to step back and reflect on what you can do right now to build a stronger portfolio rather than dwell exclusively on a future yet to come.

Any other road-tested wisdom out there from folks in job change limbo?

Also posted at Career Hub…read more articles at the #1 HR Blog according to HR World.

Over at Mission Minded Management, Michelle Malay Carter asks whether hiring star performers can be a mistake. At the heart of the question is the danger of hiring someone who is overqualified per the job role (as well as underqualified):

Our data shows one in five people is in a role that does not tap their full capacity, i.e. they’ve been overhired in a role. In contrast, only 15% are slotted in roles that they simply do not have the mental bandwidth to handle. So our data shows that overhiring is a larger problem than underhiring. Either shoots engagement in the foot.

When I was a hiring manager, the notion of job fit was important. The last thing I wanted to do was bring in someone who had a more advanced skillset than was necessary for the work defined by the carefully crafted job description. Isn’t that how we’re all trained by HR when we interview candidates? You find square pegs for square holes. Well, what if that approach, that system is what’s broken?

A square hole may turn out to be a teeny tiny box.
If you craft a job description too tightly, how can you possibly hope for an employee to be able to move freely about? I’ve seen job descriptions that honestly ought to be called job “prescriptions.” No need to worry about a manager micromanaging an employee – the job role has it’s own built-in mechanisms to do it for them.

What you can do as a manager…Focus on setting the position’s big picture. Start with wide boundaries and let your employees co-create the work details along with you.

A square hole may need to be a round hole at times.
Be careful what you wish for. You might want an employee who meets the specific criteria laid out in the job description. Ahhh…but then the job needs to shift to meet new organizational goals. You now have a potential misfit to contend with.

What you can do as a manager…Think broadly and openly when weighing your candidates. Consider their aptitude for being flexible when work needs to shift. Consider altering the job description to better fit a candidate who offers some intriguing upsides to the organization or brings new strengths to your team.

Square pegs can become round pegs over time.
What? People learn and change? Yes, Mr. Organization it’s true. That individual who you hired last year and was perfect for the role has now exceeded the expectations and competencies of the job description. So, now what do you do? Ignore it and hope they won’t notice? Promote him or her? Start making subtle hints about how exciting working at that new business down the street might be?

What you can do as a manager…Learn about what other talents your employees bring to the party. Could be the individual sitting right outside your office has a skillset that could lead to a breakthrough in how your team does things. Ask what types of things your folks like to learn. Just don’t assume that your square pegs are always going to be square.

Regardless of what this all may sound like, I’m not knocking the ‘concept’ behind work roles. Each employee must know what their core work is and what’s expected of them. Boundaries are essential to engagement. But the art of employee engagement is knowing how to build constructive boundaries that tap into each person’s unique qualities and help them bring them into their work. A round peg in a square hole may be complaining because he or she wants the freedom to bring more of themselves to the organization. And it’s to the organization’s detriment not to find out how to meet this desire.

(And if you’re interested in learning more behind Michelle’s post which inspired this one, head over to Mission Minded Management…the thought and care she uses in thinking about these issues never fails to amaze me.)

One of my new Twitter follows Chris Rash posted a tweet this morning as a question: Twitter for customer service? Now if you’re not familiar with Twitter you might have read that as “twits in customer service” and thought that’s nothing new. This pervasive public attitude (which isn’t going away) is precisely why companies need to think differently about how they care for their customers. Want to know how to gain a critical advantage on your competitors? Look no further than your probably beleaguered but infinitely valuable customer service team.

Now, whether you like Twitter and other social media tools or not, you have to acknowledge their massive appeal and increasing usage by folks. It’s time to face the facts that social media is no longer the exclusive tool of the techno-savvy. Along with blogging, Twitter, Flickr, and Facebook are now used by a wider audience at all age levels (do a search for grandmothers on Facebook…you might be surprised at what you find). So get off the fence and put on your brainstorming cap – remember to make some for the rest of your team – because it’s time start getting creative in how you maximize these tools to help build stronger business relationships.

If you’re still on the fence and not sure about the value of social media to your services business, here are some thoughts to ponder…

Go where your customers are…don’t expect them to always come to you.
The traditional forms of customer service will never really go away so don’t ditch the phone number and email address. Being accessible and responsive is always going to be the hip and right thing to do. But the rules for gaining and retaining customers are definitely changing. It’s now easier than ever to tell the world about the crappy service you just received or the shoddily-made product that falls apart when you look at it funny. It’s equally easy to tell the world about the wonderful care you just received from a restaurant or how damn reliable and fun to drive your new Honda truck is (yep, that’s my little endorsement for the Ridgeline).

Embrace the personal relationship…just don’t over-construct it.
Too many times, managers like to outwit themselves with all kinds of complicated plans and strategies for how to tap into the next great technology tool. In the process, they tend to focus way more on the tool than the purpose of using that tool…in this case it ought to be to build a better, deeper, more personal relationship with the customer. Going back to the article that Chris tweeted, the decision for Comcast to care and build relationships using Twitter wasn’t a formal decree from the CEO, but an intuitive hunch and nudge from a company executive. (And if there’s a company that needs some positive customer service stories, it’s Comcast.)

And for heaven’s sake…be authentic!
If you decide to use social media, don’t think for a moment you can get away with being phony, disingenuous, or insensitive. The foundation of social media is built on trust and if you betray that trust you might as well hang it up and go back to your old ways of customer service. Remember that you’re doing this as a way to not only build the kind of relationships that retain business, but the kind of relationships that take people from casual customer to raving fans. And it’s raving fans that will hop onto Twitter and tell their networks how fantastic you are.