Humility is a Bluebird

I read that in sales circles the term bluebird is slang for an opportunity that is unexpected or very profitable. You can’t exactly create a bluebird in this context (sales) I suspect but in others, by doing the unexpected we just might. For example the moment we let are guard down, even just a little, amazing things can happen. Yes, the vultures can swoop in seeing it as weakness but so too can arrive a bluebird of opportunity.

BluebirdMany organizational leaders think trust-building is solely accomplished by being strong and decisive. However a deeper trust forms when people in charge reveal their humanity which is often unexpected. Humanity is humility.

In a past organization I was working for, the leadership was struggling to solve the problem of time recording. In the contract space an organization can only get paid if the records for billable hours are accurate and complete. With most employees working on several projects at once, it was an arduous task to complete time records each day. The early solutions, in place well before I got there, included a system of automated emails sent by the finance department each day. Those late in submitting their time card were sent an ominous note informing you that “you have failed floor check” at 10:00 am each day. However simple, it was doing little to curb the epidemic of delinquency.  The typical approaches were not working as, regardless of the non-compliance, everyone still got paid.

Visibly flustered by the inactivity, the head of finance saw training as the solution. Yet this problem was not due to a lack of skill or knowledge and one operations executive agreed with me. I convinced him instead to post in our new Enterprise Social Network. His post was not to be a demand or a threat but a humble request; in his own words he simply asked for help.  He explained why non-compliance was bad for the organization, the individual and frankly stated he was out of ideas. Within hours the first comments started to appear and due to the inherent nature of social technology followers of followers chimed in seeing that it was safe to do so. Most offered personal tips; approaches and tools they used to remind themselves to complete the task. Others acknowledge these ideas and openly thanked one another.  What eventually appeared however was a criticism of the failed floor check email message itself. One employee even referred to the HR handbook and noted a discrepancy – the email message implied that if you received it, you already missed the opportunity. This was inaccurate, as 12:00 pm was the deadline. The 10:00 am email was meant as a warning but the verbiage led many to take no action since they figured it was too late!  The HR handbook was quickly updated and the email alert corrected. Delinquency declined.

A simple and highly atypical hierarchical communication, one based on humility, led to open dialog, productive criticism and a small unexpected change with financial rewards; a bluebird.

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