In Defense of Face-to-Face: Technology Places Communication Up In the Air

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Remember the movie ‘Up In The Air’ where George Clooney’s corporate downsizing character travels all over the U.S. to dismiss people from their jobs? The plot line then introduces an ambitious young coworker who plans to save the company money by conducting all layoffs over Skype. Well, obviously, the ramification of implementing a remote-layoff program – rather than face-to-face dismissals – was a major dilemma in the movie.

As more communication is done through electronic channels, the majority of face-to-face conversations can easily be eliminated. But is this a good thing? In our fast-paced world with too much to do in too few hours – coupled with ever-rising costs of business in tight economic times – I can see the advantages of videoconferencing. Perhaps I am old-fashioned, but I believe in the power of face-to-face meetings. They carry so much more significance.

This month’s Executive Travel magazine has an article on why business people should hit the road. Now – I realize this magazine is put out by the travel industry – yet it still speaks to the trend of many CEO’s hitting the road. The article explores the benefits of being face-to-face when winning new customers, training employees, and shaking clients’ hands (something you certainly cannot do with Skype). There are several key points from the article that I agree with.

First, face-to-face meetings are more personal and an important bonding experience. One of the hallmarks of my business life is meeting people, and definitely interviewing people, face-to-face. I know I can feel someone’s soul when I sit across the table from them. Indeed, more direct, personal, and confidential conversation happens when you are in that sort of setting. You “get” each other in a more friendly way, and you understand the subtle nuances that do not come across as easily over a video-conference, where transmission can be stilted. It is an important bonding experience and one I would not trade.

Plus, meeting someone personally makes you memorable. It differentiates you, and thus you stand apart from the crowd. You want a sense of intimacy and immediacy to your conversations so both parties can react to the subtleties, which are not necessarily voiced. There is a psychological advantage to the “remember me” factor of a face-to-face meeting.

Peter Andersen, a communications professor at San Diego State University and author of the Complete Idiot’s Guide to Body Language concluded it best, “The richest channel of communications, by far, is face-to-face.” The same lessons apply to communication with your employees. In this world of working virtually, many offices, and individuals in those offices, can feel neglected or forgotten. No matter how often we may speak with employees over the phone, nothing beats an in-person visit.

I realize in a global economy, a Skype call or video-conference with offices abroad is the right framework, but I certainly adhere to scheduling a personal meeting. At the end of the day, it allows for closer commitment and connectivity. When change takes place in any business (and we can all attest that this economy has changed our businesses) there is a direct correlation to productivity. A good, strong manager gets out there and meets with people to help them and to show them they care.

Tom Peters, an internationally known business guru, says, "We believe in high tech, high touch. No question, technology is the Great Enabler. But, paradoxically, now the human bit is more, not less, important than ever before." He goes on to say that anyone who does not attend to face-to-face communication will put themselves in danger of career suicide. While the majority of business leaders say their organization would be more productive with a good old-fashioned dose of face-to-face communication, many lament they fall back on technology to do the communicating.

I urge you to take a vacation from technology and stow away those iPhones and Blackberries. Make a point to get out there and talk to people in all levels of your network and remember nothing can replace open and honest face-to-face communication.

Doing Great Things You Love: How Passion Makes a Difference

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I just finished an interesting book - Marketing Lessons from the Grateful Dead: What Every Business Can Learn from the Most Iconic Band in History. The book is fascinating and the theme that resonates most is the attribution of the band's extraordinary artistic and business success to their iconic identity – and not just as a band, but also as a brand.

Seriously I 'got' something from every single chapter, but the last chapter struck home and I want to share my thoughts on it with you. Entitled 'Do What You Love' this chapter narrates how those who saw a Deadhead concert – or listened to interviews by Jerry Garcia or other band members – noticed that the band often spoke about how much they loved what they did. They had passion! They played at their work and showcased that they worked at what they loved. As Confucius said, "Do what you love and you'll never work another day in your life.”

This makes a journey I just returned from particularly poignant: I took a remarkable young lady to her first days of college. She is beginning her dream – to go to school in the U.S., to study psychology, to live far away from home, and to meet lots of new people. She is just entering her adult life, but I am certain she will succeed because she is intent on doing great things she loves.

When you see others – within your own industry perhaps – who get tired or lose their passion, your passion will act as 'jet fuel' to help you overcome barriers that they can't (or won't). Work at what you're passionate about. Doing what you love pays huge dividends in your business life and in your personal life. Turn your current role into one that invigorates you. Transform your role and you might just transform your company's business, or at least drive it in a new direction. Go for it. Take a risk.

"All our dreams can come true, if we have the courage to pursue them.” - Walt Disney

Recommended Reading:

Marketing Lessons from the Grateful Dead: What Every Business Can Learn from the Most Iconic Band in History, David Meerman Scott, Brian Halligan, Bill Walton (Foreword)

You Can’t Judge A Book by Its Cover

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I met last week with an executive who utilized our firm for a key hire some years ago. He is in transition now and we met to discuss a variety of topics. In the course of conversation, he reminisced about a particularly stunning experience from his past that has always remained with him. He proceeded to tell a story that illustrates what a tricky devil perception is, and how it can cloud one’s judgment.

Many years ago he was finishing the day at a showroom at High Point. As the clock hands wound around to 5 p.m., he and his brother (a member of the firm at that time) were the last ones in the showroom. At closing time they surveyed the amount of food left over from the day (if you’ve been to any showroom, for any major trade show, you know what we’re talking about!). Anyway, they were about to close up when a group of people dressed casually in blue jeans and t-shirts – not at all business-like – came in, admitted they were starving, and asked if they could grab some food. 

My friend said, “Of course.” Immediately, his brother pulled him aside and said, “What are you doing? You don’t even know these people.”  Wherein my friend replied – “its fine” – and proceeded to talk with the group to get to know them better. It turns out they were with a start-up that had just gotten their seed money and venture capital funding. To make a long story short, today that group of underdressed scavengers comprises one of the best known and thriving internet retailers. And interestingly, they have also been a great customer for my friend. 

This reminds me that we all have hastily drawn a conclusion about a person, or let first impressions cloud a perception. Even if the group dressed in casual attire had simply been show attendees or workers, why not share the food? The fact that my friend didn’t judge the book by its cover, made me pleased to hear the story and also proud to know him. I’ve always love the quote, “Real generosity is doing something nice for someone who will never find out who was responsible.” 

Do something nice today. You never know what will happen from it. 

Retaining Leadership: Top Five Reasons People Stay Put

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Why do you stay in your role with your current employer? Here are the top five reasons people gave when asked that very question in a recent survey: 

• Well-paid
• Like coworkers
• Secure job with growth opportunity
• Good benefits and/or pension plan
• Accustomed to the job

For me, the beginning of August marked twenty-six years of work in the executive search business. For all of those years I have remained with Cook Associates. Some people may ask why I stayed in one place for that amount of time. Well, first of all, I love what I do. I love changing the face of corporate America by placing top executives in great companies. I love helping change an individual’s life by providing them with a new career when they seek to have one.

But I also have stayed with one company for so long because of the wonderful boss and superb team that surround me. Every day my colleagues truly invigorate me and make my day more pleasant. I enjoy being encircled by smart, engaging people that challenge me to think.  Through sharing ideas each of us grows and learns together. Could it be any better than that? 

We all face some level of anxiety about the progress of our career. From worries about the overall economy, to the health and vitality of the enterprise for which we work, to our own job security, there are plenty of reasons to feel challenged about our career progression. However, sometimes you don't need to make a change to succeed. Sometimes success is right in front of you at your current company. You just have to look with fresh eyes and see the potential that is already there. Oftentimes success comes as a result of recognizing and appreciating what we do have. So find a new mentor, discuss your desires for advancement with someone new, find a new path, and chart a new course through familiar waters. 

Leadership, Friendship and Mentorship: Reaching Out and Touching Someone

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I fly quite a bit – typically 100,000 air miles a year – and to be honest I usually don't talk to, or with, the person next to me. But recently I was on a flight from Boston back home to Chicago and I not only found myself talking to the person next to me, but really engaging in a true conversation with her. And low and behold she was intelligent, insightful and truly interesting. She had many connect points with me from family issues, to books, to other outside interests we both enjoy. We talked the whole flight and will be long distance friends forever, I just know it.

This experience led me to examine my thoughts about friendship in the workplace, and how the term ‘mentor’ is sometimes used synonymously with ‘friend’. It is true, when you think about it, there are similarities. Through mentoring, significant and long-lasting relationships are developed and maintained that enrich one’s life. Having a mentor is like the gift of friendship, in that it provides a way to gauge and advance one’s existence. Plus the two are not mutually exclusive; in fact mentorships often extend into real-life friendships that take place outside the office.

While traveling this week I also came across an apt article on the topic of friendship. USA Today featured an article in The Forum entitled Is True Friendship Dying Away? The gist of the article is that with all the social media sites like Facebook, Twitter, and LinkedIn, there is a change in the way we communicate. These sites fundamentally alter the way we conduct friendships and, although you might have literally 100's + of "friends" that are merely a click away, cultivating a real friendship still takes personal connection.

The article says Aristotle had an attractive expression that captured the essence of connecting in person: “share salt together.” The point is it’s not just sitting together across the table, passing the salt so to speak, but coming together across the course of our lives sharing many of our moments. Quality friendships, and mentor relationships for that matter, don't come easily. Honing those relationships requires many of the leadership qualities we’ve explored in this blog to date.

I realize the pressures on friendships and mentorships are many: we are all busy, our kids require time, our jobs make us work long hours, and finding quality time is hard!  We don't make time for 'play dates' as adults but maybe we should. We need to take time to kick back – sans email and texting – just to be in the moment and genuinely connect with another human being. I think it's lovely to be able to grab real time with someone over lunch, dinner, or drinks, but when all else fails, I still rely heavily on the tried and true old-fashioned telephone call.  Is that so hard? Just try it. Engage with someone with whom you really want to connect. 

For the Leaders – Do You Put Good First and Let Stress Go?

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As promised, the next few weeks will focus on exploring specific leadership topics. Now I’m not sure where I read this – and to be honest, I don’t remember who said it – but reflect on the following thought, “Placing the good of the enterprise ahead of your own desires – that’s true leadership.” I think the best leaders realize that, although they may have pet projects they favor, at the end of the day what is best for the company and the employees must always come first. 

In recent times the business community has witnessed greed and over-spending by some CEOs that has led to the downfall of certain organizations. Companies that are surviving and thriving have leaders that did not succumb to greed or an unsustainable quest for short-term profits. I maintain the position that those individuals are still leading quality organizations because they were able to see the long-term value in doing the right thing. So why, you may ask, did certain leaders put the greater good ahead of greed? I would say that perhaps the answer is found in the way those particular leaders react to stress.

In light of the business climate today, I put this question out to all leaders – how do you carry your stress?  Does it show to your employees? Do you carry it home to your personal life? Consider this eye-opening narrative on stress that I often share:

A lecturer raises a glass of water to a packed audience and asks “How heavy is this glass of water?” After a few guesses from the audience, the lecturer replies, “The weight doesn’t matter. It depends on how long you try to hold it. If I hold it for a minute then it is not a problem. If I hold it for an hour, however, I’ll have an ache in my right arm. If I hold it for a day you’ll have to call an ambulance. In each case – it is the same weight – but the longer I hold it the heavier it becomes.”

I like this story because it illustrates that the way stress is managed can contribute, or even change, the way it is perceived. As we bear our burdens they grow heavier with time until it is impossible to carry on.  Sometimes you just have to remember that when everything is coming at you head on, you just might be in the wrong lane! Step aside – take some time to relax – and readjust your perception of things. And if nothing else works, recall the famous words of heroine Scarlett O’Hara – “Tomorrow is another day.” 

What is Leadership Anyway? Musings on a Definition

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It is a timeless — and timely — question: What is leadership? Underpinning this philosophical exercise are events that make the debate timelier than ever. From the BP oil spill — now in day 87 of disaster — to the iPhone 4 antenna glitch, people worldwide are confused, frightened and upset. Many feel disillusioned with institutions they trusted to safeguard their livelihood. This is why my next few blog postings will focus on exploring specific leadership topics such as the definition of leadership, the importance of making the right hire, and the use of feedback in the leadership tool kit.

Current events beg exploration of the nature and definition of leadership. I think a great leader is one who gets people to see opportunities together – to define success together – and to find the dream they can dream together.  A great leader opens peoples’ eyes to bigger possibilities.  When they understand what success is, and what role they can play to drive to that success, they will make better decisions and will focus with enthusiasm on achieving success. 

Jack Welch – the penultimate leadership guru - has identified from five essential traits great leaders exhibit. These are paraphrased here from his Web site The Welch Way:

(1) Positive Energy – have the capacity to go-go-go with an upbeat attitude through good times and bad;

(2) Energize Others – the ability to release or inspire positive energy in others;

(3) Edge – the ability to make tough calls, to say yes or no, not maybe;

(4) Execution – very simply, the art of getting things done;

(5) Passion – leaders care deeply, they sweat, they believe.

Please join me in the weeks that follow as we do a deep dive into leadership theory.

Suggested Reading:

Jack Welch and the 4 E's of Leadership: How to Put GE's Leadership Formula to Work in Your Organization 

The Leader of the Future: New Visions, Strategies and Practices for the Next Era

The Difference Between Try and Triumph Is a Little Umph

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Welcome back readers. I hope you enjoyed the Fourth of July holiday and found time to celebrate America’s birthday with fireworks and barbecue. For some people, the return to work after holiday vacation is met with about as much anticipation as a root canal.However, while companies know R & R is critical to employee happiness and productivity, the payback is an engaged and contributing workforce that returns to the office.

Over the holiday weekend I was fortunate to spend some time with my brother. He is older than I by nearly 12 years and an accomplished business man. To this day I clearly recall a piece of advice he gave me when I began my career. He said to watch out for the employee that will cost you the most: he is the one who comes to work every day, but does nothing.

Last week we examined the author Ivanka Trump and she penned a passage that dovetails nicely with my brother’s advice. In her book, The Trump Card, she says about contributing, “Time served doesn’t automatically qualify you for a raise.  If you’re making the same contributions to the company in year five as you made in year one, you don’t deserve a raise. You should be happy you have a job.”

One company that deals well with the issue of contribution at work is Netflix. For example in their HR manual – cleverly titled “Reference Guide on Our Freedom & Responsibility Culture” – workplace efficiency is dealt with directly. Their document emphasizes effectiveness over effort and seeks to reward people that perform work well in less time, rather than employees that stay late and do less. Their culture also encourages letting someone go if they’re not doing their job. The idea is that if someone just wants to do mediocre work, that’s fine, but the end result is a severance package.  

Let this Fourth of July holiday remind you that summer time – often seen as slack time – is a wonderful opportunity to reaffirm the values professed by our founding fathers. Underpinning our great culture are many ideas central to American life. These concepts – freedom, justice, equality of opportunity, and hard work – are as American as apple pie. Take a look this week at your level of contribution and remember the difference between try and triumph is a little umph.

Be Memorable: On Putting Things in Writing, Lessons from Ivanka Trump

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Two weeks ago I posted a blog Coach John Wooden & Building the Unstoppable Team - about helping others achieve their own greatness. In response to that posting a reader left this comment:

“I agree whole heartedly. The Chairman of our organization emailed me the evening after my first real estate closing with a congratulations and a thank you. Made me feel like a million bucks and made me want to deliver more!” - Posted @ Saturday, June 19, 2010 9:57 AM by Jody Wise.


Coincidentally I was thumbing through Ivanka Trump’s book The Trump Card: Playing to Win in Work and Life and was struck by a particular passage on putting things in writing. In chapter ten, Trump highlights the handwritten note as a fantastic method for being memorable. She describes diligently taking note of people as they made moves relevant to her business or conducting themselves in ways she found inspiring or illuminating. To those she believes are shaking things up in an admirable way, she sends a brief, handwritten note expressing admiration or extending congratulations.

I have always believed in this method. Although email notes are expeditious and texts are quick, there is nothing like a handwritten note on embossed note paper – or a beautiful card – to express thoughts. While you can't be certain how someone will respond, if you send your message in a genuine way and it comes from a positive place in your heart, the price is a few minutes of your time and a stamp. Call it antiquated or old-fashioned but I believe it has an even bigger place in today’s world because a handwritten note makes you truly memorable. So make the extra effort – write the note – chances are the sentiment will linger long after in the mind of the reader.

The Trump Card: Playing to Win in Work and Lifeby Ivanka Trump

Life is a Cocktail Party: Are You Building Genuine Relationships?

Stay tuned for more blog postings from Mary Kier.

At the tender age of 24, Tony Hsieh sold his company to Microsoft for $265 million. He went on to helm the mast at Zappos.com as CEO and led them through a 1.2 billion acquisition by Amazon in 2009. This month his first book hit stores and quickly shot to the number one spot on The New York Times bestseller list. So what is the young man's secret to success?

As it turns out, his secret is pretty simple. Tony believes in building genuine relationships with customers and colleagues. In past years, he has gone on record saying he dislikes networking events because, for most people, they are just an empty exercise in exchanging business cards. To paraphrase, he believes that if you are truly interested in someone you meet, whether a business person or not, and have the goal of building up a friendship - instead of trying to "get something" out of them - then it is comical how often you and your business will benefit.

Certainly the benefit of getting to know someone on a more personal level is something I've subscribed to all my adult life.  I see life as a great big cocktail party attended by a whole lot of people I have yet to meet.  And for me, oftentimes it is two or three years after I start to build a personal relationship that something commences on the business side. I believe that you should try to build up the depth of friendship itself and let that be the reward.  If something comes about that is business related - and that helps you in your business - well, that's just the icing on the cake.  If you have diverse friendships you will derive amazing benefits and life will be that much richer for the endeavor. 

Suggested Reading:

Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hsieh