Eighty Percent (80%) of Successful Operational Excellence Transformation is in How You Choose Your Words

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Organizational transformation and operational excellence are rooted in an executive leader’s ability to inspire and motivate their team to generate velocity for continual refinement and perfection that delivers an exceptional customer experience-every time

Organizational transformation and operational excellence are rooted in an executive leader’s ability to inspire and motivate their team to generate velocity for continual refinement and perfection that delivers an exceptional customer experience-every time

In the beginning there was the word… No, this isn’t a lesson from the Bible, and we must recognize that from words all is created or destroyed.  Words create alignment or dissonance, support or opposition, change or stagnation, teamwork or separation.  Our success as executive leaders in any transformation initiative comes down to how we choose our words and engage in thoughtful conversation.

Organizational transformation and operational excellence are rooted in an executive leader’s ability to inspire and motivate their team to generate velocity for continual refinement and perfection that delivers an exceptional customer experience-every time.

When we work with clients we ask: “what’s more difficult… learning operational excellence tools or actually doing it.” The answer is always “doing it”.  We’ve learned over the years the keys to helping people “do it” is not that difficult when you understand neuroscience.  It’s critical to your success as a leader to know the physiology that stops your teams from embracing new ideas.  It’s easy to think “change is hard…People just don’t like change” when in fact there are physiological reactions that hinder acceptance and the ability to change.

.With greater advances and understanding in the full dimensions of the human physiology and neuroscience, we now understand that there are many levels of intelligence, not just IQ. David Goldman introduced us to emotional intelligence, Howard Gardner introduced us to the seven core intelligence and now Judith Glaser introduces us to Conversational Intelligence.

.Judith Glaser shares, “the crux of Conversational Intelligence is knowing that the words we use and how we use them, has a direct impact on the brain neurochemistry of the people who hear what we say.  This is the real power, and those who understand the incredible influence of words are able to use them more effectively to lead and impact other people.”  Leaders of transformation and operational excellence need to look beyond the tools to implement process improvements and become master facilitators of communication.

.Conversational Intelligence is rooted in the neurosciences and provides keys to assisting operational excellence leaders in bringing insight to their transformation programs.  Conversational intelligence can help:

  • Shift the mind and organization from the mentality of an “I” to the mentality of the “We”
  • Create space (and therefore room for change) in any conversational relationship
  • Understand why words we use in conversations are rarely neutral
  • Develop conversations that trigger trust and movement

.The Pareto principle (The 80/20 rule) is foundational and operational excellence and I assert that conversational intelligence and neurosciences- when effectively utilized-is 80% of making an operational excellence transformation truly sticky.  You may want to check out Judith Glaser’s book Conversational Intelligence and revolutionize your effectiveness as a leader.

 

Additional Reading

7 Important Leadership Skills

Evolution In Leadership: A Discussion with Shawne Duperon

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