organization

Ola! A Childlike Approach Towards High Quality Service

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In one of my recent business trip where I didn’t have much to do in the evening after winding up my day. With no one for company and feeling bored in my hotel room I decided to spend my time in the restaurant and enjoy some beer and the in-house live band.

This place is one of my favorites as the service staff seems to somehow read my mind and provide me with excellent service. It’s not a one off, the service levels were consistent and of high standards.

I thought of spending some time with the Manager and pick his mind to understand what makes his team deliver such high standards all of the time. My idea was to understand if his insights can be used in other companies where I consult.

He asked me to just be around for a while and see for myself how his team and himself used the concept, what I term as OLA! in staying ahead and deliver quick and efficient service which delights their customers. The concept is similar to what infants and kids use to learn, grow and endear themselves to people i.,e Observe, Listen and Ask (OLA!)

He said, his team was highly alert and sensitive to the concept of OLA! The team members would be very observant of the happenings around the restaurant which was almost like a hawk-eyed approach. Ever alert to the movements of guests, facial expression, quizzical looks, waving hands et al. He said that the teams approach was nothing short of a team providing VIP security – always observant and alert. The moment they found that a guest was showing signs of movement, they slowly moved closer to the table, just to encourage the guest to speak up or ask. I saw in over 2 hours of observation that none of the guest had to call out to the waiters at any time – they reached them even before the guests uttered a word.

The other interesting thing about the team was the team was listening all the time to any noise (not snooping 😊) but alert to vocal signals from their guests. Even if it was a little gasp of Oh! or Ah!, they would make themselves available to find out if they could do anything for the guest.

And the last was that they ensured ‘asking’ the guests from time to time (without being intrusive) whether all was good and they were satisfied by the service and food being offered.

The OLA! approach helped them provide fast and efficient service to their guests most of whom like me were repeat visitors.

It’s almost the way a child learns in early life. The 3 skills exhibited by the child is Observe (the environment around), Listen (to the sounds around) and Ask (ask repeatedly and shamelessly until it finds the answer).

I thought that’s the way to go and be child-like in our service to clients no matter the industry. I can assure you it works in building great bonds and long-lasting relationships. Your clients are not buildings and machines after all.

 

Availability heuristics and its use in influencing your decisions

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What comes to your mind by the mention of ‘Kashmir’? I’m sure you would have been immediately drawn to think about the abrogation of article 370, the turmoil in the state, stone pelting and the general state of strife. It does not immediately bring to our minds to the beautiful landscapes surrounded by snow-filled mountains, lakes, streams and the wonderful hospitality of the people of Kashmir.

Why does this happen? What influences our conclusions?

It is the continual and extensive media coverage which repeatedly plays out clips which project strife which gets well engrained in our minds and enables instant recall. What we call as top of the mind thoughts or availability heuristics.

Availability heuristics is the mental short-cut which helps us to draw conclusions based on what comes to our mind immediately. Repeated exposure to events, news and objects creates an enabling environment for us to draw conclusions based on availability.

When I say ‘post it’; what came to your mind surely will be the stickers which we often find in offices (if you are working) and for a teenager in college who is active on social media it would trigger a facebook, instagram, snapchat or a twitter post.

When we know that availability heuristics plays an important role in enabling people to draw conclusions, we can put them to use in influencing decisions as well. Making available images or communication to people in a million different ways can deeply influence their minds in drawing conclusions and base their decisions.

There are lessons we all can learn from the television media on ways in which we can influence public opinion and decisions. You can use these methods in teaching, parenting, and even in organizational development.

We need to examine what? are we making available to our audiences already and is it creating its own systemic bias towards the good or bad.

It surely can help us predict our errors and make more informed decisions by eliminating the prejudice which might have crept into our minds due to availability heuristics.

Unspoken rules reflect your organizations culture…

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“People observe behaviors; not the written words”

An employee’s first day at job is exciting and at the same time period full of nerves. Several questions arise in their mind – Did I make the right decision?; Will I be able to fit in ?; Will I be welcomed in the team?  ; and so on …

It’s also the day when ‘expectations meets reality’ and a reality check of the promises made during the hiring process. In fact, I always maintain that as much as the leadership is anxious about the new hire meeting their expectations , the employee is also unsure.

The first day and the next few weeks are going to be the period in which the attempt will be to find answers to the above questions. The only way is by observation of behaviors of the leadership and the rest of the team. Most answers come out of the unspoken rules which are prevalent in the organization.

Unspoken rules define your culture

I recall my experience some 28 years ago, when I was hired by this company as a sales rep. based on my track record. The day of my joining, I was told how ‘delivering results’ is all that mattered in the organization and how the organization allows space for employees to experiment and find innovative ways to grow business.

In about 3 months all I observed was to the contrary. I was delivering the results as expected but was confused when my sales manager pulled me up for not making the mandatory 13 cold calls per day as per the requirements of the job. He went on to say that no matter the results, you got to make those cold calls. I was closing more deals than the rest of the team because of my vast network but was being lectured about how making ‘n’ number of calls will lead to ‘x’ number of conversions.

As illogical as it sounded, this company was rewarding people for ‘fitting-in’ than for being extraordinary.

In this case, the unspoken rule seemed to be: “playing by-the-rules matters more than results” or “my boss rewards mediocre employees and fears top performers.”

The behaviours organizations promote and tolerate, determine their real They are more powerful than any written rules. Or that a mission statement, for that matter. Many times it is the unspoken rule that promotes mediocrity in the organization and is reflective of the culture that prevails.

It’s important therefore for organizational leadership to understand the true reflection of the culture. What unspoken rules do is to; erode trust,

I find that even today after almost 30 years of working and consulting with organizations. There is often a gap between what the organizations communicate and their reality.

When the leadership behaviour is different from their spoken word, employees turn cynical and lose faith and trust in the organization’s vision, mission and values. I find that many managers talk about promoting innovation, creativity, collaboration, teamwork, initiatives, openness but their behaviour seems to promote mediocrity, competition, conformance, politics, fear and individualism.

It’s time to conduct an audit of all the unspoken rules in your organization. That’s the only way you can bridge the gap and build a culture of trust and growth.

Here is a list of unspoken rules I have come across in my interviews with several thousand employees across multiple organizations;

  1. Anyone can speak up as long as you are in agreement with your boss
  2. Collaborate but we will reward you for your individualism
  3. Take initiatives but with your bosses approval
  4. We promote creativity and innovation as long as you don’t upset the status-quo
  5. There are two rules in this company; 1 – the boss is always right 2. When he is wrong, refer to rule 1

Which are the funny and whacky ones you have come across? Share in the comments. Will be interesting to know….

Is Your Organizational Learning Designed To Buttress The Existing Order?

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As with today’s education system, most of organizational learning seems to be designed to buttress the existing order or what we call as normal. There are pre-defined conditions and templates which are called ‘expectations’ and ‘norms’ and the educationists seem to channelize the student towards those norms. All the while calling it a workshop where you can reflect and learn by experience.

While this approach helps in maintaining a social order replete with high levels of repetition and redundancy, the question we need to ask is “Is the normal good enough to ring in new discoveries; new ways of thinking; a lateral approach?

Nah! Most of the learning systems have an agenda to condition the subjects a.k.a students to norms and condition them to day-in and day-out perform actions which will ensure a pre-defined goal. The irony is; all the while the stated expectations is to enable a paradigm shift (a much abused term in corporate circles).

I’ve observed this forced approach when I interacted with organizational leaders while designing a program, even on a topic like ‘Creative Thinking and Problem solving’. They seem to drive the agenda and want creativity in their employees as they perceive or want it to be. Isn’t it ridiculous? At times the sponsors remain present in such programs and keep a close watch on the proceedings so that their agenda is achieved. The problem is that the employee or the student is not naïve as they believe and can easily see through that they are being driven towards meeting a particular social or organizational agenda.

This is the reason why they resist external interventions or help from experts and have internal learning and development departments which help them control the process of education.

The problem with such an approach is that the whole learning and development or educational system loses credibility. The student senses and calls out the ‘hypocrisy’. Sadly, people end up being conditioned as machines whose assembly line approach to life doesn’t greatly contribute to quantum growth. So much so that even organizational culture and values are created to buttress the existing order or the normal.

The fact is that quantum leaps have always happened when you steer clear of the ‘normal’.

Is your organizational learning buttressing the existing order? Can it provide you with a platform for quantum growth?

Idiots Can’t Lie! – Tips To Identify If Someone Is….

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Lying takes more cognitive effort than being honest. You have to work hard to keep your facts straight. Once you start down the path of lying, you not only have to remember facts, but also the facts you kept changing and how.

Imagine that you told one of your friends that you bought an item for far less than the actual price, you not only have to reveal where you got the offer, till when does the offer exist and so on. Now consider this, if someone else, let’s say a common acquaintance asks you about the same item you will have to come up with a story which is consistent with the lie you told earlier, lest you get caught. Needless to say, it takes great amount of effort to remember all the lies you end up telling which at times leads to immense cognitive overload. To cover one lie you end up telling another one and so on.

Idiots

To build on the lies you tell you need high levels of creative thinking, after all the story you build need to sell and must be believable. Most of us are also endowed with a sense of identifying deception however we rarely trust our instincts and start to rationalize such thoughts as mere imagination. Here are some of the tips for you to identify if someone is lying. These tips can be useful for you even in interviewing prospective candidates for a job as well.

Tip #1: Less on specifics – Someone telling the truth will be providing you with a lot of details of the story. If its about a trip they will be able to recall all the details of the journey, like what they saw, heard, landmarks, colors et al. A liar will try to be as vague as possible on the details, including time because these are difficult to construct and then keep consistent for future repetition. A great example is of the cops who frequently ask questions related to detailing of an incident to the witnesses or the possible convict. They ask you to reconstruct the events repeatedly over a few days to see if you are consistent with your story.

Tip #2: Excuse of a poor memory – People who tell the truth don’t have a problem remembering as they have lived it or experienced the event or occurrence. It comes pretty easy to them to repeat as it is a true event. However, liars frequently excuse themselves of a poor memory. They will use terms like “don’t exactly remember”, “Not sure”, “mostly”, “broadly” which are indicative of an effort to keep it safe and vague. In reality it is not their poor memory that is the problem but their distress in constructing a story of an event which did not occur.

Tip #3: Keeps the story short or vague – Keeping it short helps to overcome the effort of building a string of lies. When the story is vivid and longer, it is coming mostly out of true events. Lies have to be created in the head and doing it on the fly would mean you can’t get to be elaborate. While people prefer brevity in conversations, it pays to remain patient and allow the person to narrate as much details as possible and without interruption. For an interviewer, it is important that he remains absolutely silent after asking a question and allow the person to exhaust himself of the narration he gives. A story of true occurrence will take a longer time than a lie.

Tip #4: Will be full of contradictions – A true story will bind together well than a series of lies. When you allow the person to keep on talking you will find that slowly but surely the person who lies will start making contradicting statements about the event. True events will not have such contradictions. Therefore, when you have a series of interviews scheduled in your organization, it is important to keep the questions same and exchange notes to check for consistency. I find that rarely do we ask the very same questions. Each interviewer wants to showcase his ability in asking the most difficult questions than the previous one.

Tip #5: Thinks hard before answering questions – A liar would most obviously have to think through and construct a string of lies before he sets out to answer your questions. You must keenly observe the person immediately after you ask a question and if you find that there is a long pause, it could well be an indication that what is being told is not true or are missing facts.

Tip #6: Is fidgety or in a hurry to end the conversation – An honest person is willing to spend a lot of time having a conversation with you and is enthusiastic about narrating the whole story. He has to be interrupted to be stopped. A liar on the other hand will be always in a hurry to end the conversation and move on to another subject or appear to be fidgety all the time. Watch the end of your conversation and if you find a sense of relief it is an indication that the person was not wholly truthful. However, if the person is happy to continue the conversation, most likely that what he is talking about is from true events.

Tip #7: Talks slowly and deliberately – A liar constructs sentences with lot of care in order to make sure that he doesn’t get caught. He would also pause a lot before every sentence is uttered. While we have been led to believe that when someone speaks slowly and deliberately, the person is thoughtful and intelligent, the fact is that the intelligence is being used to construct stories which may not be wholly true. An honest person will be in the flow and is not deliberate in his speech.

Who do you like ‘An honest idiot’ or ‘a brilliant liar?

There Is ‘NO’ Such Thing As An Original Thought

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Lot of people struggle with the idea of coming up with an ‘original’ thought.  They want their ideas and thoughts to be such that it has never been heard before or thought before.  In this quest they never end up coming up with any.  They are also the ones who ridicule others who come up with ideas which have been built up on accumulated knowledge and experiences of others over the years.  You see this everywhere, at work, in school, at home or any group work. Original ideas

An ‘original idea’ is a myth.  There is no such thing as an original. It doesn’t come up from thin air.  It is always built on past experiences and cumulative knowledge from the universe.

So, stop running behind or putting efforts to find a truly original idea.  Just be comfortable with the fact that none is original.

At least it will help you to implement and experience what you have built.

Does Cognitive Dissonance Help Sustain Organization Culture?

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Cognitive dissonance describes a condition of stress, or a feeling of internal discomfort caused by conflicting ideas, values, beliefs or practices. Essentially, this is a situation where two or more opposing thoughts are causing psychological discomfort.cognitive dissonance

This has been often considered as a stressor at workplace as it’s believed that we humans have an inner drive to maintain harmony between attitudes, beliefs and practices. When faced with an internal clash or those cognitions, our natural reaction is to reduce or eliminate it to prevent emotional discomfort.  Often expressing dissonance has been considered negative and people have been encouraged to fall in line inspite of the great internal conflict they experience.

I believe that cognitive dissonance is an elixir which sustain a strong culture.  It provides a contrarian view and a constant challenge to the existing values and beliefs.  When people are allowed to express themselves, it relieves them of the stress of internal conflict and also provides an opportunity for them to validate their values and beliefs against the group needs.  The more you defend against such views the more firm your belief in your own values and beliefs become.  At times it will also help you to understand whether such values are helping you in the current times or there is a need for change as well.

Often people choose or are forced to suppress such dissonance just in order to maintain harmony.  This often leads them to tell themselves comforting lies about the situation.  The fact that they do not agree and have been suppressed is what makes such lies the primary cause of stress in people today.  Not just corporate workers but children, students, parents, family et al. suffer from such comforting lies every day of their life.  The constant conflict between opposing values is what strengthens the culture and provides it with increasing evidence of what works and doesn’t.

Facing up to ‘Uncomfortable truths’ is what helps to bring about a positive change.  The choice of course is yours…

Agree?

Does Your Vision Statement Inspire People? Check it out?

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Most vision statements I have seen posted on the walls of organizations truly are not ‘vision’ statements at all. They suffer from being too generalized, bombastic or complex which hardly exude any confidence in the people who are to work towards them. Worst so that employees are not able to ‘visualize’ how the outcome will look like after reading the vision statement. The very purpose of having a vision statement is to help people clearly see how the fruits of their labor will look like. It has to excite them and make them feel they are already there. It should not be something which makes them feel there current state is a long way away from it.

Vision

Let me explain this with a few examples of ‘BAD’ vision statements which will hardly inspire people or be in their minds while they work. They are hard to remember as well.

“We aim to provide diverse set of scalable and strategic knowledge management tools to serve our customers, improving the possibility of overall satisfaction among our diverse customer profiles”

How vague and complex is this one? It is very difficult for even the intended customers to visualize how the final outcome will look like.

Let’s look at a vision statement which truly is a ‘vision’ and inspirational. This one from Microsoft

“There will be a personal computer on every desk running Microsoft Software”

“Reliance will help you make phone calls to your loved ones cheaper than a postcard”….famously said by the late Shri. Dhirubhai Ambani.

I’m sure you see the difference. Easy to remember, more importantly, easy to ‘Visualize’. You all know the impact these vision statements had.

Does your vision meet the criteria as I stated above? If not are you willing to relook and change it to be more visionary?

Busting the ‘Work from Home’ Myths

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With an increasingly connected digital world, the demand for ‘work from home’ options are also increasing. The belief that it provides your employees a chance at good ‘work-life’ balance and can improve productivity is sometimes stretched too far. I’ve seen employees literally fighting for such options and also take it as a status symbol if they operate in this fashion. They brag about it not just in office but also to their friends and family. Does it really help?work from home

Here is my take on factors which have a negative influence of a work from home culture. This after working and running a business from home for over 3 decades…

Affects Work-life balance – Actually your work-life balance can get adversely affected if you ‘work from home’ often. Those who have experienced this will find it hard to admit that the ‘myth’ that you will have more time for your family is totally false. In fact when you work from home, what you have done is carried your work home literally. Is that not what you were trying to avoid as it was coming in the way of your work life balance? There is a feeling in organizations that since you have been provided the ‘privilege’ you are always available to connect and discuss business. It ends up more a 24 hr. job with frequent interruptions (mistaken for breaks). It’s not just your employer but your family starts to feel that you are always available to spend time with them and for their needs. You end up getting stretched from both sides.

Affects Trust – While the work from home option demonstrates the organizations trust in the employee it at times becomes counterproductive. Managers start suspecting whether or not the employee is putting in 100% effort at home. There is a thought which lingers in the minds of the people who are at office about the quality of time spent by the homers on work related aspects. Myself and my business partner having over 3 decades of friendship and partnership have at times suspected each other of not spending enough time on business.

Affects Team camaraderie – When you do not meet people regularly and connect with them only via the digital world, the emotional engagement is missed. Conversations become more cryptic and to the point and you are always talking business. We all know that bonding happens in informal settings and non-business discussions amongst people. That’s why you find many organizations going for team outings to enhance employee engagement. While it helps to an extent but being a formally organized event does not have the necessary impact. It also cannot be a once or twice in a year event. Building bonds and relationships does not happen this way, it’s a long process and a continual one at that. And where do you think this is possible? – at workplace ofcourse!

Affects Motivation – It’s not easy to be self-motivated while it is a great thing to talk about. When you get to see is when you feel pumped up. This is the psychology from early childhood. Haven’t you found yourself wanting to get or desire something when you see others having it? When you see people enjoying, talking, being recognized, sharing in person it makes a hell a lot of difference. You feel motivated to be a part of the groups. It’s like the child sitting on the sidelines watching a group of children play and after sometime it is automatic that his motivation to jump into the play increases. No one likes to be on the sideline! Being alone at home can get on to your nerves like solitary confinement.

Affects Home – It’s no one’s fault and it’s not on purpose. Being home leads to feeling obligated to do more household chores because you’re “technically” home (as in, you’re physically in the house).

It starts with little things, like that Plumber who’s supposed to stop by between 1-5PM or the Courier which is to arrive at 11AM. It’s not a huge imposition, you’re already home. So, of course, you’ll be the point person on that task.  Before you realize, you’re the point person for everything – finishing up what’s left of the dishes, being available for package deliveries, and (worst of all) being the babysitter when your child’s school declares a holiday on account of rain. Most of us don’t even realize this lopsided division of labor happening until it’s too late. Being an entrepreneur myself I can vouch for the fact that it becomes increasingly difficult for you to refuse at home. Your attempts at being assertive can be seen as non-cooperative and at times insensitive leading to relationship issues.

Affects Perception – I myself have been a victim of the perception that I am jobless and at home doing nothing. Many are still not able to comprehend that you can earn even working from home. The societal conditioning that you have to go someplace to work and spend may be 10 -12 hrs. really is at the bottom of such perceptions. People tend to take you for granted and load you with chores as they perceive that you don’t have any work and all the time in the world. They start to get on to your nerves after a point.

Interruptions – They are already one of the top reasons effecting time management at work, at home it gets multiplied many times over. Getting by the day without interruptions will be rare. People may unintentionally walk-in while you are on a call or trying to gesticulate while you are on a call effecting your concentration. We know how difficult it is to get back on track after you have derailed at work. Such derailments happen quite frequently at home as people at home are not bound by official rules of engagement. They feel that it is rightful of them to interrupt you at any time. Children may interrupt you at work as they find that you are always available at home. While many choose this option to take care of their children, they end up scolding them for frequently coming in the way of work. You will start to feel that you were better off at work than at home.

Procrastination – Work from home can lead to an increasing challenge of prioritization between the urgent and important. With frequent compromises being made and priorities shifting based on urgency, there may be a tendency to postpone work to the extent that you end up working late hours to make up for lost time.

Complacency – Since no one is observing you, the tendency to become complacent is very high. In the office you cannot laze around for long durations doing nothing, while this is not the case at home. This can negatively impact your productivity. All of us require a little bit of monitoring and control to help us stay on course.

There may be many more, but ‘work from home’ can lead to people violating your boundaries, and assuming that you are a hobbyist. Organizations must seriously consider whether it is really helping them. I’ve seen organizations struggling to revert to old ways of working after they realize that the work from home concept is not paying as much dividends as they expected. They are faced with resistance not just from the people who have already got into the comfort of working from home but also from the people who expect the ‘privilege’ sometime in the future.

Agree?

6 hacks you can learn from ‘Game Designers’ to increase employee engagement

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It’s always fascinated me to see how gamers get hooked to long hours of gameplay without fatigue. I started to look at the characteristics of gaming which get such high level of engagement from the gamers. Are there any lessons organizational leadership can learn? Is there an environment you can provide which makgaming lessons for leadershipes employees feel happy and totally committed to the job? Can you create a workspace where people feel that its closer to their dream job?

If you think that the key elements which contribute to a highly engaged employee is a ‘high paid’ and ‘easy’ job you are mistaken. Our two decades of research into the causes which account for a highly motivated and engaged employee provided evidence on the contrary.

Here are the 6 characteristics which game designers use to build games that suck you in for hours on end.

  1. Compelling story line – With all the popular games you will find a compelling story which stimulates some of the base emotional needs of any individual. Something like the ‘victory of good over bad’, war, mystery, fight, race against time, competition etc. Anything which will provide an adrenaline rush. It also provides visibility of a higher goal which will be achieved by being part of the story. As leaders you must ask – ‘Do I have a compelling story to tell to my people?’; ‘Will it excite them enough to be part of the journey?’ ‘Will the story satisfy all their basic human needs?’
  2. Clearly defined goals – as with any game there is are clear goals to be achieved and they are made visible as part of the initial storyboard. The gamer is not just shown a clear path moving from one level to the other but also provided with a visual of how it looks like at the next level. It also gives them a clear vision of their performance goals and the benefits of achieving them. Mind you, this is not one time – each time the gamer reboots the system, it starts with the screen showing the levels he has already unlocked and the one’s yet to accomplish. This keeps him focused and raring to go. The human mind is designed to unlock the mysteries of life and that is the very emotion it triggers when the gamer finds locked levels in front of him. As he knows what awaits him in the next level, he strives hard to reach there. Similarly, leaders must provide a complete storyboard of the career path for each employee and a visual of what he will accomplish at each level. This story shouldn’t be one time or just during performance reviews; it should be a daily visual. That’s the only way you can keep your employees engaged. Remember, employee engagement is not a fancy which you indulge in from time to time but a sustained effort which will surely pay dividends in the long run.
  3. Training and skilling – every game provides initially a training level of the complete gameplay. The gamer is provided with complete information of the steps and necessary skills to play the game with ease. Simulation is provided where immediate feedback is given and alternative methods shown to achieve game tasks. This ensures that the gamer is comfortable before he takes on a particular level. Training levels greatly improves the confidence of the gamer before jumping into the actual scenario as it is non-threatening and fun. He is allowed to fail as many times as he wants just for him to learn the nuances of the gameplay. As leaders you must look at employee training and upskilling as an essential part of engagement. I find that training always takes a back seat in the face of daily urgencies and also takes the first hit when there are cost cutting measures. This doesn’t really help.
  4. Freedom in how you perform tasks – while most of the gameplay scenarios are pre-defined and the path is set out very clearly for the gamer; the games provide enough flexibility to perform tasks. In games you find that at each level, the gamer is provided with the flexibility to choose his weapon and ammunition of choice, the vehicles, the money he wishes to carry etc. This gives him the feeling of involvement and the power of choice. When the gamer feels that he is making the choices at each level, he feels in control and is totally engaged. As leaders you must see if your work provides your employees the freedom required to do their tasks their way. While guidelines will be there in your company, it should not be perceived as constraining with limited choice. Innovation, initiative and creativity should not be mere lip service.
  5. Feedback to let you know how you are doing? – in all games there is continual feedback on the progress the gamer is making. For example, he is clearly shown when his health is deteriorating and when his health has improved or reached high levels. You must as leaders ensure that the feedback process is not one time or only during performance reviews but continual. It gives your employees complete awareness of the progress they are making on a daily basis. If there is one tool that you can use to manage and develop performance – it is the use of feedback.
  6. Visible rewards and recognition dashboards – leaderboards and rewards are the ways in which games provide the gamer with a sense of accomplishment. It also helps him compare his performance with the rest of the gamers in the world. It keeps him motivated to do better and better every day and turn out with strategies to win. You will see that these leaderboards are visible and constantly available on screen for the gamer to see where he stands in terms of gaming points and rank against the rest. Likewise leadership should not be afraid of publishing leader boards and make it visible at all times for employees to feel competitive at the same time remain motivated towards higher levels of achievement.  Who doesn’t like to be on the podium at least once in their life after all?

Do you have more lessons to share?