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. 

Coach John Wooden & Building the Unstoppable Team

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I recall reading once a great lesson gleaned from the battlefield: people don’t fight for abstract causes, they fight for the person in the foxhole next to them. For me the concept of fighting for the person to your side is exactly why teams work, from the battlefield to the board room. John Wooden knew this lesson too and lived it every day as a coach who instilled in his teams a focus on group effort over individual heroics.

A large portion of a leader’s job is to be the energizer for the organization. Picture if you will being a battery that can jump-start people and ultimately get - not just individuals - but also teams -  moving in the right direction. Being an energetic coach, and cheer-leading the team members to become their best selves, will encourage them to reach higher goals as they propel their performance forward.

John Wooden said many memorable things about being a coach, but this may be my favorite passage from his most recent book on leadership:

"What occurred in the practices is what gave me joy and satisfaction – teaching others how to bring forth the best of which they are capable.  Ultimately, I believe that’s what leadership is all about:  Helping others to achieve their own greatness by helping the organization to succeed.  Competitive Greatness is being at your best when your best is needed.  To me that is the most exciting part of being a leader: the journey to become the best of which you and your team are capable."

In your endeavor of cultivating teamwork you will find that most leaders know teams form around common objectives. But what they sometimes fail to recognize is that great teams grow and develop around the bond of teammates. When emotions and good spirit join forces the team is unstoppable. 

Life Balance from a "Wooden" Perspective

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Last week the legendary coach John Wooden died at age 99. The Wizard of Westwood - as he was fondly known - is renowned for 10 N.C.A.A. championships in a 12-season stretch at U.C.L.A. and the Bruins' 88-game winning streak. He was named coach of the century by ESPN and was the first person to be elected as both a player and a coach to the Basketball Hall of Fame.

Wooden, however, was never about the numbers or the accolades. Instead his leadership style focused on helping his players achieve the best they could through a disciplined balance of life, practice, and playing basketball. According to those that worked with him, the man had an uncanny ability to coach the best out of his players by never placing his ego ahead of his team, or the game.

Lessons the famed coach taught his players so many years ago are still relevant for business leaders today. His ‘pyramid for success' that outlines 15 qualities such as enthusiasm, loyalty, skill, confidence and poise as forming the foundation of excellence, is famous amongst business people. His slogans like - "Be quick, but don't hurry" and "Failing to prepare is preparing to fail" - are also quoted often in business settings.

In his book on leadership from 2005, he wrote about a topic that really resonated with me, which is the importance of life balance:

"Balance is crucial in everything we do. Along with love it's among the most important things in life. I strove for balance in my leadership and coaching and taught that balance was necessary for competitive greatness. The body has to be in balance; the mind has to be in balance; emotions must be in balance. Balance is important everywhere and in everything we do."

It is interesting to note that Wooden attributes his success as a coach to this focus on balance. I find it fascinating that at the core of his achievements lays the practice of instilling in his team a focus on group effort over individual heroics. Be sure to join me next week as we continue our look at the wonderful coach and mentor John Wooden.

Suggested Reading:

Wooden on Leadership: How to Create a Winning Organization

Be Quick - But Don't Hurry: Finding Success in the Teachings of a Lifetime