4 Best Practices to Safely Land Your Business Plane in 2019
Analysis of many commercial flight disasters concludes that faulty communication between the flight crew and captain, not mechanical failure, led to tragedy. In other words, first officers and flight engineers had critical information of concern but failed to communicate that information in a direct and effective manner. CRM (crew resource management), in part, aims to train flight crews to assertively and respectfully speak up when they possess critical data. Averting disaster is achieved at the intersection of quality communications, leadership, and decision-making.
Managers, like flight captains, need to create psychologically safe environments that encourage reps to share real time data and concerns. In a VUCA (volatile, uncertain, complex, ambiguous) world, a rich flow of relevant information enables collective sensemaking to occur.
“Business agility is creating a learning organization this is faster and better at learning about themselves and their customers.”-Jason Bloomberg (Forbes)
Managers – Create a CRM-like work culture by implementing these 4 best practices
- Problems First, Solution Forward Meetings. You’ve hired smart people, right? One-on-ones and team meetings should leverage people’s intelligence by solving significant problems. Top of agenda should always be – What are you seeing? What are your challenges? Where are the opportunities? What aren’t we talking about that we should be? What solutions will move positive action forward?
- Establish Collaborative Learning as a Core Value. Humble leaders understand that none of us is as smart as all of us. Continuous learning, together, is espoused as a competitive business strategy, not a nice to have cultural element. Agile managers models and embodies a “we” oriented team culture.
- Teach and Coach Effective Communication Skills. This is a primary goal of CRM training. Team members learn how to respectively and effectively “speak up” to the chain of command. This isn’t easy for most team members. Leaders recognize that their formal authority often impedes candid feedback. Therefore, ongoing coaching and reinforcement feedback is a preferred management style.
- Develop a Tolerance for Failure. Unlike commercial aviation, a failure in the business world rarely leads to tragedy. Effective managers who reframe failures into forward-learning events foster a team of agile learners.
A fast paced and complex marketplace demands that managers create a feedback-rich work environment where reality is being openly and accurately discussed. Flawed communication may not result in tragedy at work, unlike on an airplane, but it can be the deciding factor between success and failure. Managers who think like successful flight captains greatly increase their chances of landing the plane safely!
Keep it simple. Keep it focused. Definitely keep it inspiring.
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