Business Success: Managing to Lead

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John Tschohl

Consultant John Tschohl quotes Jack Welch as saying, “Before you are a leader, success is all about growing yourself. When you become a leader it’s all about growing others.”

In this week’s Business Success article, Tschohl talks about what it takes to lead your organization — and how it means more than being a manager.

Everyone who has a job has a manager — but does everyone have a leader?

Managers are necessary and leaders are essential. Leadership is action, not position. Just because someone is in a role of control does not mean the person is a leader.

I never hear people complain about leaders, but every day someone somewhere complains about their boss or manager. In all my years of working with top companies I find the best leaders are typically poor managers, and the best managers are typically poor leaders — but all managers have to do some leading, and all leaders have to do some managing.

Finding the right balance for the job is what is really important.

What is a manager?

Poor managers tend to not want to “shake the ship.” They conform to the rules and standards set up by the company. They are not thinkers but doers.

A good manager is responsible for controlling or administering all or part of a company or similar organization. Managing encompasses the use of company resources and good execution.

A manager is responsible for setting goals. A good manager gets employees to set goals, and makes sure that employees hit those goals. If employees fail to do so, the manager’s job is ultimately on the line. This can cause some friction and stress in the relationship between a manager and employee.

A manager’s responsibility is to legislate and regulate. A manager relies on control of every situation at all times. Budgets, hiring and firing, reprimanding, making lists, problem solving, following strict procedures, following strict rules, establishing agendas, allocating resources, planning, facilitating, establishing rules and procedures, and controlling potential risks.

Managers tend to manage in environments where there isn’t much change, and stick to the status quo.  They stick to rules and procedures, and are uncomfortable working outside of those boundaries. Managers tend to be reactive and avoid conflict. Employees are unable to make empowered decisions because they are being managed, not led.

Managers often do NOT work well with others. They implement their own guidelines and expect others to follow. Their main objective is hitting goals. Managers are guided by numbers and outcomes. Their main goal is to keep the machine moving along.

What is a Leader?

A leader is completely different from a manager.

Leaders do not just do things right — they do the right thing.

Leadership has been defined as a process through which a person influences and motivates others to get involved in accomplishment of a particular task. Leaders are cheerleaders and don’t mind other people getting the credit. A leader coaches, inspires, copes with change, has relationships with others, develops people, fixes break downs, gives credit, genuinely wants people to succeed, creates and seeks opportunities, challenges the status quo, innovates, originates… Again, the list goes on.

Leaders are rare. Unfortunately, the majority of people will never work for a leader.

I have found that leadership is the essential tool for commitment from employees. Without a leader, employees lose hope — and their commitment to the company is drastically reduced. It’s not that they don’t want to do better, it’s that they have no one to inspire them or encourage them to do so.

Companies today hug the philosophy of management. They have forgotten what leadership is. Without leadership, all else is lost. Wars are not won on management alone. A leader is essential to inspire an organization to go beyond what they thought possible and to believe it is possible.

From management to leadership

You can build leaders by helping managers develop their leadership skills.

In most firms, we are dependent on people to deliver the product or service. They are not machines — they are fragile human beings who want more than a pay check. They thrive on recognition. Employees work harder and more effectively for leaders than managers. Employees become more indispensable and extraordinary.

Great leaders move up. Learn how to become a leader. Develop your entire leadership team from top to bottom.

John Tschohl is president of the Service Quality Institute in Minneapolis, Minnesota. His books include the new 10th edition of Achieving Excellence Through Customer Service.


Innovate: Stop Six Sigma from stifling you

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Lean, Six Sigma, and other operational excellence initiatives have become incredibly popular in recent decades — and for good reason. But this quest has a dark side: it can stifle innovation. Edward D. Hess shares five ways to ensure it doesn’t.


Many top organizations have embraced Lean and Six Sigma over the past couple of decades, and no wonder — There’s something so appealing, so elegant, about the concept that drives these systems: Take what we already know, replicate it, improve it, and repeat.

It’s so easy a robot could do it — and that’s precisely the problem: Very soon the tasks that Lean and Six Sigma have helped operationalize will be handled primarily by robots and smart machines.

But: That’s a good thing. Nothing beats a robot in terms of efficiency and perfection.

Here’s the real question: How good is your company at doing all the things robots can’t do well—such as innovate?

The only real competitive advantage these days is the ability to learn and innovate. That means your organization must be okay with risk, and the screw-ups, missteps, and waste that inevitably accompany it.

The problem is that an organization steeped in the lore of Lean and Six Sigma naturally views them as sins to stamp out.

So am I suggesting we abandon the quest for operational excellence? Well, no. We must allow Lean or Six Sigma or whatever operational excellence system we follow to coexist peacefully with a deep desire to learn and try new things, even when the outcome is unknown.

Yes, it’s a paradox. But it’s one that must be hardwired into the fabric of an organization through a learning culture, because learning is the fundamental process that underlies both operational excellence and innovation. Lean and Six Sigma just need to happen in the context of a hybrid business model, one that also prioritizes the need for innovation while keeping in play the best aspects of operational excellence—for example, its focus on relentless, constant improvement.

If you want to survive the coming Digital Age of Machines (a.k.a. the 21st century), you must create a learning environment.

As we noted here on January 20, some key elements are giving employees permission to try and fail, and shifting leadership toward “coaching-ship.”

Other key ideas:
Allow the best ideas to rise to the top.
In an idea meritocracy, the best ideas win out regardless of the position held by the thinker-upper. Innovation and creativity are what matter, not hierarchy.
Google has successfully built an idea meritocracy to drive innovation and experimentation—in other words, trying new things. To support this culture, pay level is irrelevant in decision making, and so is experience or tenure—unless the experience provides data used to frame good arguments. In fact, Eric Schmidt, Google’s chairman, stated in the book How Google Works that Google employees are told not to listen to “HiPPOs,” or the “Highest Paid Person’s Opinion” just because of their position.

Make candor with a duty to dissent the gold standard.
Operational excellence can lead to command-and-control, hierarchy-based cultures. Unfortunately, these cultures have a tendency to stifle dissent and limit learning.
At Google, employees have a duty to dissent. This means that relative “rookies” can—and do—raise objections and present alternate ideas when they disagree with their bosses. A similar duty to dissent can be found at UPS, which has an employee-centric culture of “constructive dissatisfaction,” meaning that everyone has the duty to find ways to improve.
Candor and permission to speak freely without fear of punishment are critical to becoming an innovative organization. This is evidenced at Google, Bridgewater Associates, Pixar Animation, and W.L. Gore & Associates.

Teach employees how to overcome their weaknesses.
We cannot learn when we constantly seek to be right, actively avoid the risk of making mistakes, or ignore those who disagree with us. Employees must work around these human tendencies in order to become better thinkers, learners, and in turn, innovators.
We are sub-optimal learners. In order to learn, we have to be open-minded and be willing to constantly stress-test our beliefs against data and we need to really listen to people who disagree with us. In other words, we have to be willing to be wrong! Overcoming the strength of our ego-defense system requires management of our emotions and quieting our egos. We need to decouple our beliefs (not values) from our egos. We are not our ideas. Yes, in order to optimize the “good” things our human brains can do, we must overcome the “bad” aspects of our humanness. That requires a learning culture and the rigorous daily use of best thinking, listening, and collaborating processes.

Ultimately, Lean and Six Sigma systems thrive on eradicating variance. Innovation, on the other hand, thrives on variance. Reconciling that difference along with the different tolerances for failure can be achieved under an umbrella learning culture.

I believe that technology advances will commoditize operational excellence, making innovation the key organic growth strategic differentiator. That means the organization of the future has to be both operationally excellent and innovative. That is made easier with a learning culture.

EdHess• Edward D. Hess is a professor of business administration and Batten Executive-in-Residence at the University of Virginia’s Darden School of Business. He is the author of 11 books, including Learn or Die: Using Science to Build a Leading-Edge Learning Organization.

Independent retailers compete with big box stores

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“Like it or not, if you’re a small business owner you will have to compete against big box merchants,” advises Forbes. “You’re store is bound to battle retailers larger than life – so to speak – or at the very least, with larger budgets and more man power than your small biz.”

However, the new article adds, “as an indie specialty retailer, you have countless advantages over big box stores.” Among the areas to concentrate on are customer service, inventory, and employee representation. “Here how these factors can help you combat your big box competitors.”
The full story is here.

Business Success: Build that Blog

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Mark Satterfield

What is a blog? A webpage that is easy to update with new content that flows into a consistent format for a professional appearance. Why would you want one? A blog can be a low-cost way to reach out to potential new customers, and regularly stay in touch with current ones to encourage repeat business.

Publishing an online blog can be almost free, with many  sites offering to host at no cost. But doing it wrong can indeed cost you and your business — and this week consultant Mark Satterfield offers eight tips on how to do it right.


Eight Tips for Building a Successful Business Blog

Anyone can type words into an online template—but making sure they’re words that strengthen your brand and attract customers takes know-how and skill to successfully showcase what you know, what you think, and why prospective clients should do business with you.

These days, it seems business blogs are everywhere. And why not? They’re simple to set up, and they’re a great way to promote your products and services. But here’s the real question: Do they get results?

Only if you do them right. While anybody can type words into a template, it’s not so easy to create a professional blog that reels in potential clients and keeps current ones engaged. You have to strike the right tone, come up with great topics, know how to hold a reader’s attention, and more.

Most compelling business blogs have several structural elements in common—and once you know what they are, they’re fairly easy to replicate. Done well, your blog can become an essential component in your marketing arsenal.

Blogging can be a valuable way to establish yourself as a thought leader. Each time you publish a post, people searching for any keywords it contains will be drawn to your site, where they may sign up for your email list and buy your products or services. And it’s easy for readers to pass along interesting or controversial posts to their friends, fans, circles, and followers.

I recently acquired a major client all the way from Australia because of a blog post. And my dentist says she gets a new patient for every few blogs she posts—and those are only a few examples. So yes, the time, thought, and energy you put into strategic blogging can have an incredibly positive ROI for your business.

In my  book The One Week Marketing Plan, I share actionable strategies and real-world wisdom to help entrepreneurs set up a successful, sustainable niche marketing plan in just five business days. (Yes, really!) Here, I spotlight eight tips that will help you create a compelling, business-driving blog: 

1. Know what your readers care about. First and foremost, successful blogging is all about offering value to your readers. It doesn’t matter how flashy or funny or well-written your posts are if they don’t provide useful information or answer readers’ questions. People aren’t interested in self-serving pontification; they’re looking for resources to enhance their lives. Keep this principle firmly in mind when considering all of the following tips.

Specifically, I advise you to not only consider what your target audience cares about, but also to think about the words and phrases they’re likely to use when searching for that information. Be sure to include these keywords (judiciously, not exhaustively!) in your headlines and copy so that your posts will be more likely to show up in the first few pages of search results. This is one component of search engine optimization, or SEO.

2. Find your voice. (And make it an engaging one!) If your goal is to drive readers away or put them to sleep, write in dense “corporate speak” and use a lot of industry-specific, arcane phraseology. Oh, that’s not your goal? Then the tone of your writing should be more entertaining and approachable, even though you’re primarily talking about your business.

If you read your blog post aloud and conclude that your words would turn an in-person meeting into a snooze-fest, think twice before hitting “publish.” In fact, when you’re creating posts, aim for the tone you’d strike in a one-on-one conversation with a prospect or customer you already like.

3. Banish blogger’s block with a list of compelling topics. Consistently creating compelling content is a challenge for a lot of bloggers. So that you don’t find yourself facing blogger’s block, it’s smart to have a broad understanding of what readers generally find interesting.

I suggest making a list of posts you want to publish so that you can work on them when inspiration strikes (and so that you can have a lot of content in the can for a rainy day!). Be sure to keep a constantly evolving record of any new ideas that come to you. I use a program called “Evernote” that enables me to keep all of my ideas readily available.

4. Tap into current trends. “Google Trends” ( is a valuable tool that lets you know on an hour-by-hour basis what the most popular searches are. If you write a timely post centered on one of these trends, you may get a quick traffic boost to your blog.

 As a busy business owner, you can’t constantly monitor Google trends, ready to churn out a relevant post. But whenever you can link a trend to your business, do so. Because it is a trend, you know it’s something many of your readers are already interested in and familiar with. Think of it as a topic “freebie.”

5. Get (somewhat) personal. Just because it’s a business blog doesn’t mean it has to be all business. Sharing select details about your personal life can get you a lot of mileage because it accelerates the “know, like, and trust” factors that are crucial for building relationships. The trick is to relate these details to your business—like the vacation you just took to the Bahamas, where you collected shells on the beach with your daughter, which reminded you of an important premise you wanted to share with your clients.

Or it could be the movie you just saw, the restaurant you just ate in, or the conversation you just had with a client. Sprinkle these moments in from time to time, and your blog will have plenty of personality—trust me! Recently, I was creating a video blog and had just recorded a great take, only to find that my cat Sam had walked across the back of the sofa I was sitting on, stopped above my head, yawned, and then walked off. Part of me thought I should do this over again. But instead, during the editing process I inserted a card that read, “Well, that wasn’t very professional, was it?” after Sam made her appearance. Suffice it to say, the response was much greater than normal, and somewhat to my surprise, universally positive. Granted, I wouldn’t do this every time, but it does underscore the benefits of of not taking your work or yourself too seriously.

6. Channel your inner Seinfeld or Silverman. Your readers probably sought out your blog post because they were looking for specific, maybe even technical information, insight, or advice. But that doesn’t mean you should shy away from humor, whether it’s tame or even slightly risqué. Like most humans, your readers will appreciate a good chuckle—and more to the point, they’ll be more likely to remember your business because you made them laugh.

You know your target audience and what they will generally respond well to, so trust your instincts and adjust your approach going forward if need be. Just keep in mind that your primary function isn’t to be funny, and always bring the joke back to business.

7. Watch your word count. In general, try to write posts that fall between 300 to 500 words. Many social media experts agree that 300 words is the minimum number necessary to get SEO benefits for your blog. (In other words, don’t count on shorter posts to affect your ranking in search results.) And once you go past the 500-word mark, you may be in danger of “losing” some readers’ attention.

We live in a fast-paced world, and on the Internet especially, there are endless shiny objects that can “steal” a reader’s attention. That’s why it’s important to hone your ability to say something of substance succinctly. If you do need to use more than 500 words, break your post up into Part I and Part II, using the same headline. You’ll get twice the SEO bang for your blog!

8. Give them something to look at. We live in a visual culture, so spice up your posts with pictures. This will make them more interesting and memorable to readers. But don’t rely solely on stock content; post original photos or graphics from time to time and caption them with SEO-friendly keywords, which will boost your blog’s rankings.

If you’d like, you can even embed videos in your blog posts. Whether you’re sharing a clip that showcases a product you just launched or videoing yourself talking directly to the viewer about a topic of interest, visitors to your blog will appreciate the multimedia approach and may share your videos with their own circles.

If you follow these guidelines, you’ll maximize your chances of bringing all kinds of new people into your business life, while also (hopefully!) having fun. And best of all, the power of writing a regular blog goes beyond building a brand for your business and attracting new clients. If you do it consistently, your blog becomes a powerful tool for cementing relationships with your existing clients and thwarting the attempts from your competitors to poach them.

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 — Mark Satterfield is the author of The One Week Marketing Plan: The Set It & Forget It Approach for Quickly Growing Your Business. He is the founder and CEO of Gentle Rain Marketing, Inc.  To learn more or to receive weekly email tips for growing your business,  visit


Business Success: Don’t die, dummy

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learn or die

Today, the only way to develop and sustain a competitive advantage is to create a “learning organization.” This week “Learn or Die” author and business professor Edward D. Hess shares four key ideas for transitioning your company into one that succeeds by getting smarter.

The Learning Curve

You know your business’ survival and success depend on maintaining a competitive advantage, so you’re constantly focused on reaching more of your target market, making your product that much better, and expanding your services…

Those are great strategies to drive your goals — if you have a time machine and are doing business in the previous century.

But today? Technology has reduced the capital needed to start and build businesses, reducing an historical barrier to entering the marketplace. And new competitors can reach your customers from thousands of miles away. Technology has also given customers tremendous power in comparison shopping, and telling the world how happy or unhappy they are with your product or service.

That doesn’t bode well for the staying power of the better mousetrap you’ve just built (or for the lifespan of your company, or for your job security). Standing still is a losing strategy in many cases.

To stay relevant, companies can no longer rely on traditional competitive advantages like location, capital, lack of choices for customers, and lack of market transparency; instead, they must transform themselves into “learning organizations.” Today’s technological and marketplace developments necessitate faster adaptation, and adaptation requires institutional learning processes such as critical and innovative thinking, critical conversations, and experimentation.

In other words, the only way to sustain a competitive advantage is to make sure your people have the tools, motivation, and support to learn better and faster than your competitors.

In my book Learn or Die: Using Science to Build a Leading-Edge Learning Organization, I share my complete formula — and here, I spotlight four key points to keep in mind when building a learning culture.

1. Leadership must shift toward “coaching-ship.”

Unless you’ve been living under a rock, you know that command-and-control structures — with leaders who think management’s job is to use rewards and punishment to direct, motivate, control, and even modify employees’ behavior in order to get organizational results — are on their way out. If we want adaptable learning organizations, we need to humanize our management models, and that requires many leaders and companies to fundamentally change their attitudes and behaviors toward employees.

Personal and intellectual humility, empathy, emotional intelligence, and self-management are now required leadership capabilities, because these qualities nurture the very human capabilities that are at the root of adaptation and innovation: the ability to ideate, create, emotionally engage, and learn — all while in conditions of uncertainty, ambiguity, and rapid change.

Instead of “knowing and telling,” which can cause progress-limiting dependence, leaders should work with employees as coaches, or even allow them to experiment on their own. I recommend following Intuit’s example by consciously choosing to bury the “modern-day Caesar”—the kind of boss who gives thumbs up or down on all decisions. In India, this policy allowed young Intuit innovators to conduct an experiment on helping farmers get the best price for their products, even though management initially wasn’t interested in the idea. The result: 1.6 million Indian farmers now use the successful program these innovators developed.

2. Your work environment must be an emotionally positive one.

Positive emotional work environments are no longer negotiable. They’re a requirement.

Positive emotions are associated with openness to new ideas, better problem solving, openness to disconfirming information, less rigid thinking, resilience, creativity, collaboration, better recall of neutral or positive stimuli, and mitigation of ego defenses.

Negative emotions inhibit all of these things. A positive emotional state is essential to developing employees who are motivated, productive learners.

If you feel building a positive workplace environment is too “soft” to suck up your organization’s limited time and energy, consider that none other than the U.S. Army has recently begun an initiative to promote positive psychology. The training includes learning about emotions and their effects on the body and mind, learning how to manage emotions, reducing the frequency of negative emotions, and increasing the frequency of positive emotions. It’s directed toward producing soldiers and leaders who can adapt to new and challenging situations and uncertainty — that is, learn. Your people may not be tested on a literal battlefield, but these skills will still be crucial in helping you maintain a competitive advantage as your organization navigates the cutthroat landscape of the global marketplace.

3. High employee emotional engagement is a necessity.

It stands to reason that if employees don’t have an emotional investment in your company and their future in it, they won’t be motivated to learn. But how do you transform “engagement” from a meaningless buzzword to a reality? The research of Edward L. Deci and Richard M. Ryan and their Self-Determination Theory shows us it comes down to meeting employees’ needs for autonomy, effectiveness, and relatedness. And these needs are most likely to be met when individuals feel respected, trusted, and cared for, and feel that they can trust the organization and its leaders.

These concepts are easiest to understand when you look at them in action, and UPS is one of the best examples out there for operationalizing emotional engagement. Founder Jim Casey viewed employees as partners, and maintaining his values over the decades has led to policies that are employee-centric and hold management mutually accountable to employees: an egalitarian “open door” policy for employee input, an employee “free agent” program that allows any UPS employee to move anywhere in the company and advance, mentorship and training programs, and more. As a result, UPS has maintained a high retention rate and built a deep bench of long-tenured, adaptive employees.

4. Employees need permission to TRY and FAIL.

Abraham Maslow aptly stated that an individual would engage in learning only “to the extent he is not crippled by fear, and to the extent he feels safe enough to dare.”

Building that type of environment requires many companies to adopt different mindsets about “mistakes” and about what “being smart” means. Learning is not an efficient 99 percent defect-free process — far from it. So mistakes have to be valued as learning opportunities. Employees must be given conditional permission to fail within proscribed financial tolerances, with the knowledge that they won’t be punished for their mistakes so long as they learn.

Some companies are already on this journey. Bridgewater Associates, the biggest and one of the most successful hedge funds in the world, is passionate about the power of mistakes. Bridgewater actually encourages employees to get excited about their mistakes because each error that employees learn from will save them time, energy, and stress (and the company money) in the future. Employees are instructed not to feel bad about their mistakes or failed experiments, or those of others. Acknowledging mistakes, confronting weaknesses, and testing assumptions, the company believes, is a reliable strategy for long-term success.

Another company that puts the permission-to-try-and-fail principle into action is W.L. Gore & Associates, Inc., which is known for manufacturing innovative products like GORE-TEX fabric. All associates are encouraged to experiment using the “Waterline Principle.” There’s an understanding among the associates that if they see a need, and failure isn’t going to sink the entire ship, they should just go do something about it. If it does look to be risky, however, consultation with other associates is required before taking action.

Transformation at the Top

One final point to keep in mind: Transforming an existing organization into a learning organization requires the change starts at the top.

If you’re a leader or manager and you want to change your organization, the best advice I can give you is to change yourself first. Good intentions are not enough. Behaviors are what count.

So role model how to think and communicate better. Admit your ignorance and your mistakes. Be authentic. Act with caring humility. Engage people so they feel like they have some control over their destinies. Be honest, have high standards, and hold everyone, including you, to those standards.

Only then will you earn the enthusiastic buy-in of your learners, and set the stage to build and sustain a competitive advantage.

EdHess• Edward D. Hess is a professor of business administration and Batten Executive-in-Residence at the University of Virginia’s Darden School of Business. He is the author of 11 books, including Learn or Die: Using Science to Build a Leading-Edge Learning Organization — Columbia University Press (September 2014).









Second place is for losers

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In today’s touchy-feely world, some say that everyone is a winner. You can get trophies just for participating, and wall-mounted certificates simply for showing up.
But those won’t pay your mortgage.
Consultant Leslie G. Ungar is adamant that hey, the true leader sometimes has to go all-out and win the game — and many second-in-commands lack that knack.

Leslie G Ungar

There is a Difference Between First Place and the Rest of the Field
Second best is not even close to the Brass Ring.
Vice Presidents rarely become president, and back-up quarterbacks rarely rise to permanent status as starting QB.

Did you ever think about why that is?
What are the skills of a back-up — and what are the skills of a starting QB?

“Manziel Mania” in C-town is struggling with this issue in Manziel’s first season. Now announced as backup quarterback, Hall of Famer Chris Carter is said to give him back up duties like errands: things that clearly define “back up.”
While he might be second on the charts, he is a world away from starter.

In the 2013 season, the Cleveland Browns skipped over the back-up quarterback and anointed the third-stringer as the new starting QB. With a brief announcement, Brian Hoyer went from the cellar to the penthouse, from third-string to starter. The sports world seemed surprised.

If you could see what I see, you would not be so surprised.
It is a different skill set to be second-in-command than it takes to be the guy in charge.
Both skill sets are important, but they are different. The problem is when decision-makers don’t recognize this. To be the back-up requires a mindset that shies from the spotlight. To be THE GUY requires a mindset that gravitates to the spotlight.

When a commentator on ESPN was asked why the Browns catapulted over the second stringer, the answer spoke more to leadership than to sports: The commentator said that sometimes, a second-stringer develops the mindset of a back-up — and that can’t be changed. When you see yourself as #2, the team will see you as #2 also.

Whether you want to catapult your own career, or to boost your company by selecting the right leader, you have to identify the qualities of the second-in-command as contrasted to those of the leader.

To increase your chances of finding a leader who will serve long and well, companies must do three things:

1. Have available a deep pool of internal candidates and keep the pool well stocked. The “big fish” in this pond need to be fed by a leadership development process that reaches from the bottom to the top.

2. Create, then continually update and refine, a succession plan.

3. Have in place a thoughtful process for making decisions about candidates. Keep in mind that outside candidates are not necessarily better than internal candidates.

Make sure you don’t assume your second in command should move to starting quarterback. Too long in the role of back-up, might keep anyone a back-up.

Leslie G. Ungar is a coach, speaker, and speechwriter at Electric Impulse Communications. Her blog is at

Business Success: Grit and Bear it

paul stoltz GRIT

When I was a kid, “Grit” was an advertisement in my comic books for some kind of newsletter with which I could earn big bucks from door-to-door sales. While I somehow resisted that temptation, today we learn from author Paul Stoltz that real Grit can be beneficial to your career and business. – Paul Worthington

What Is GRIT And Why Is It Essential To Your Success?

by Paul G. Stoltz, Ph.D.

paul stoltz GRITToday, “grit” is a hot topic in leadership, education, performance, and personal success. However, the conversation often focuses only on appreciating and understanding basic grit, or what I call “grit 1.0.” Grit 1.0 is about degree or quantity of perseverance or persistence, as in “How persistent are you?” or “How much grit does she have?”

The time has come to advance the conversation and upgrade GRIT.

The research my team and I embarked on in the development of my new book reveals that quality may actually trump quantity. Enter Grit 2.0: comprised of four dimensions. Growth, Resilience, Instinct, and Tenacity.

When it comes to upgrading from grit 1.0 to GRIT 2.0, the key is to focus on not just how much, but how. Relentlessly going after your goals in ways that are even unintentionally harmful to others, or beating your head to a bloody pulp rather than re-assessing or re-routing your approach, may score high on quantity, not so much on quality. It turns out that growing both quality and quantity —holistic improvement of GRIT—creates the biggest upside. Here are five simple starter tips.

Growth—Growth is a mindset. But, when it comes to GRIT, research reveals it is about more than having a “growth” or “fixed” mindset. In the world of GRIT, Growth encompasses your propensity to rise above the immediate situation to seek fresh, alternative perspectives, ideas, and insights as a way to improve your approach, expertise, and chances of success.

“Gritify” any goal or plan by asking, “What additional, new, fresh insight/information/input should I/we seek to enhance our current plan and long-term chances of success?”

Resilience—It’s hard to imagine but, when I began my research 35 years ago, I literally had to explain (and often spell!) the term “resilience” with any client or firm with whom I was exploring methods for measuring or enhancing this core element of human endeavor. To this day, when I ask a group of hundreds of people, “If someone is resilient they…?” The room-wide response is, “Bounce back!”

But resilience is about much more than bouncing back. In our collaborative efforts with Harvard Business School and MIT, we arrived at this definition: Resilience is your capacity to be strengthened and improved by adversity. So, the ultimate quest is to become more “Response Able.” Response Ability is, your ability to respond optimally to whatever happens the moment it strikes.

Every time you face any adversity, simply ask, “How can I/we respond more optimally—better and faster—to this adversity?” Or, “How can we harness this adversity, so we look back and say, ‘Thank goodness this happened, we’d never be where we are now if it hadn’t!’”

Instinct—Think about that person who consistently pursues the wrong goals, or goes after their dreams in less than effective ways. Over time, that pattern can lead to a tragic life.  That’s why Instinct, your gut level propensity to pursue the right goals in the best possible ways, is so critical to true GRIT.

Relentlessness is powerful. Refined relentlessness is unbeatable. That’s why knowing when to step back, re-assess, and if necessary re-route is key to long-term effort, energy, and success.

“Gritify” any effort by simply asking these questions: “Is this still the right goal? Is this the best possible version of the goal? If not, how would we refine the goal to make it even more compelling and true? Is our current plan the best way to get there? If not, how can we refine and improve our approach to at least increase our chances of success?”

Tenacity—Persistent, unrelenting effort defines what most of us think of when we hear the word, “grit.” Our research shows that most people who accomplish something truly noteworthy go through a period of perceived zealotry, meaning the people closest to them begin to question their judgment. Yet it is that one additional, beyond-any-reasonable-expectation effort that creates the breakthroughs the rest of us get to admire and enjoy.

GRIT-up your pursuits by asking, “If we were to give this one more wholehearted effort, where and how should I/we go for it to most dramatically enhance progress and success?”

G-R-I-T. This is what True GRIT is all about. But none of it means a thing, without that thing deep inside you that makes you want to take it on in the first place. That’s where Tip #5 comes into play.

“WhyTry”Amp Up, then Align Your Why and Your Try

If GRIT is your capacity to dig deep and do whatever it takes—ever sacrifice, struggle, and suffer—to achieve your most difficult and worthy goals, then your reason, your why, must be massively compelling. One simple tool my team and I use with people is called the WhyTry™. Here’s how it works. Ask yourself (or others):

How strong is our Why? (1-10)
How strong is our Try? (1-10)
What do we need to do to maximize and align them both?

How many people have you known slaving away at a job, an assignment, or anything where their Try is maybe a 9, and their Why has dimmed to a 2? Not only is that imbalance unsustainable, it is extremely draining.

Conversely, what happens when the Why is a 10, and the collective Try is a 3? Answer: Not much. Some of the resulting poisons worth listing include disappointment, delays, frustrations, compromises of integrity that come from overpromising and under-delivering, guilt from not doing what you know you should be doing, etc.

Amp up, then align your why and your try, regularly, and you’ve gritified your effort, while enhancing your chances of success.

*   *   *   *   *

Obviously, these simple tips serve as a basic, but meaningful start—a pocket Swiss army knife you can whip out and employ—to grow your GRIT.

Ultimately, the path to greater GRIT never ends, nor can its potential to fuel a “gritifying” life be overstated. As my team and I coach people and see them make real strides, the ultimate quest for them, and for all of us, becomes something I call “Optimal GRIT,” demonstrating the Smartest, “Goodest”, Strongest G-R-I-T, in all that you do.

Paul G. Stoltz, Ph.D. is the founder and CEO of Peak Learning, Inc. as well as the originator of Adversity Quotient® and GRIT™ theories and methods, used at Harvard Business School, MIT, and leading companies worldwide. Stoltz is the author of five international bestsellers, based on his pioneering research and applications, published in 15 languages, including GRIT: The New Science of What it Takes to Persevere · Flourish · Succeed.


Business Success: Observe your OCD

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Business Success LogoNo one wants to be ignorant — but on our quest to be knowledgeable we can instead obsess over the wrong petty details. In this week’s Business Success column, consultant Leslie Unger advises on how to avoid OCD.

Be Observant . . . Not Obsessed

Leslie G Ungar

Recently an FBI agent was asked, “What makes someone an effective profiler?”
The answer was surprisingly simple:  to be an effective profiler is simply to be an observant person.

In business, as a leader or owner, the challenge I have found is to be observant — and not obsessed.

On the continuum of observance, there is obsessed with the details on one end, and clueless to details on the other. In your daily professional life, your goal is to be healthily observant.

In order to protect your value, it is incumbent upon you to be observant to what those around you do, and what those around you do not do when opportunity knocks. If you pay attention to the little messages, then a big message (such as whether you are hired or fired!) will not come as a surprise.

Two examples:
Paul was on senior staff on his way to a C-level position when Al was hired in a position slightly above him on the organizational chart. Al brought with him several members from his former company. Once a rising star, Paul wondered what this meant to his future at this company.
“Be observant but not obsessed,” I counseled him. In communication there is a saying that when what one says contradicts with what one does, go with what one does.  You have to observe what goes on around you so you have the pieces to construct the big picture. Then you need to hold up each piece as you do with a jigsaw puzzle, and see where it fits and what it means to whole scenario.

Tim is a school superintendent. He was waiting for a second contract to be offered by his school board when the Board president forgot their appointment. Was it simply a missed appointment? Or was there more to a second contract than the current superintendent was aware?
“Be observant but not obsessed,” I counseled him. As in other aspects of communication the answer is simple. Simple though not easy. As appealing as it may be to live in a bubble, none of us can afford the price of isolation. We need to be observant without becoming obsessive.

How to Observe

First, be observant of the verbal, vocal and visual signs of those around you — and be observant in the moment.

Second, embrace uncertainty.  You do not have to know why your observation is important or what it means to the big picture. You want to look at observations like pieces of a jigsaw puzzle. By themselves, most pieces will not finish the puzzle. When you put the pieces together, at some point you have an ah-ha moment and see the bigger picture.

Third, be as non-judgmental as possible in collecting information. Observations are not good or bad. Observations are not quality or poor. It is not possible to know the value of most observations at the time you make the observation. The challenge is to make them and keep them — and not be obsessed with them!

The experts say that moderation is key . . . to chocolate, exercise and life. The same maxim is true of observations. To not read the tea leaves could be detrimental to your forward movement. To be obsessed with every observation will surely stall you and your forward progress. The answer to chocolate and life is to be observant without being obsessed.

Leslie G. Ungar of Electric Impulse Communications is a coach, speaker, and speechwriter. Her blog is; email is

Business Success: “They are lying to you”

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Good press can be worth more than a great advertisement — but unlike a great ad, you can’t necessarily pay for press coverage — can you? PR expert Rodger Roeser advises avoiding “pay for play” promises from press agencies, and explains what you do get for your money.

So, How Many Articles Do I Get for $2,000?

Rodger Roeser, APR

Rodger Roeser, APR

My career started off a journalist. I had the pleasure (and in looking back in hindsight, the dumb luck) to have worked at a TV station, radio station, and a large daily and small weekly paper in the foundation of my future career as Lois Lane. I know very well how newsrooms work. I enterprised most of my own stories, worked a specific beat, and had good relationships with local leaders — and those pesky PR people. I would get press releases and pitches each day.

And since my professional journalist days were in the dark ages before email, most releases were excellent for scrap paper, as most news outlets were light on budgets, so that helped save a few bucks. Once in a great while, a release was helpful in at least catching my attention enough to do a follow up to set up and create an actual story. I had good professional relationships with a number of sources in my beat, which I also strived hard to continue to expand. I wasn’t shy about reaching out to businesses or groups if I wanted a story – which usually meant the PR person, if they had one at all, was in the way instead of working to foster my story.

When the PR person would send me a release that was unicorns and rainbows, I increasingly ignored those because no attempt was made to create a relationship and help me to get an actual story that would be of benefit to my readers.
See, because most of them have never set foot in, let alone worked in an actual news setting, most PR people fail to understand that there has to actually be a story that is of value to the reader (listener, watcher).

Which is why I was so disturbed at the activity of some so-called PR firms out there, that are literally preying on unsuspecting business executives that don’t take the time to hire a firm for just such occasions. You’re falling victim to a variety of unscrupulous P.T. Barnum’s. Why? Because you so want the story of unicorns and rainbows in the media, and you don’t understand how it really works — so when someone shares a magic voodoo potion that gets those false stories placed, you unsuspectingly say “sign me up!”

If any so-called firm promises placement for an article or press release, they are lying. Period. If they say they’ll get your five articles placed for $2,000/month, or for just a few thousand more they’ll get you 10 — they are lying. Not only should you not hire them, you should blackball them. It’s impossible to guarantee legitimate placement in any exact number. It just doesn’t work that way.

Anyone in the industry knows this is wrong, but unfortunately, too many clients don’t take the time (or bring the common sense or have a reputable PR advisor) to understand the reality that there are some unscrupulous clowns out there ready to part  your business with your hard earned dollars so they can have it. They’re not worried about long term gains, they’re worried about selling you a product – and they don’t care if it works, they only care if it does what they said it would do, like Rumpelstiltskin and the fine print. “Hey, we got you five hits” — no matter if it’s only from a blogger in China. And they don’t care: they got their money, and there’s hundreds of other businesses out there looking to get rainbows and unicorns placed.

If you’re in charge of PR (either as the business owner or the internal PR person), it is your responsibility to protect yourself. You can’t buy legitimate articles and news placements, and if anyone tells you otherwise, they are lying to you. You can buy advertising and at some news outlets (particularly trades) that may afford you some editorial space.

When you hire a reputable firm you are buying time from experts. You are not buying a “placement” like an advertisement. PR firms are people, not the tools or tactics they may employ, so understand that hiring a PR firm is not like “buying” an ad, where you can indeed guarantee placement and impressions.

Also, it matters little how good the “relationship” they have with any media outlet – what matters is crafting a good story, getting it into the hands of the right media professionals, cordially following up and doing this with consistency and constancy. Good PR firms know how to contact virtually any media professional (we have tools).

So, unless you cured cancer (then yes, I’d be happy to guarantee placement) understand that that’s just not how it works. And, as reputable PR firms, we must work hard to call out these clowns that do a long term disservice to our entire profession. My best advice, regardless of whether you have a professional firm on retainer or just someone you know that is legitimately an expert: If it sounds too good to be true, it probably is.

Here’s some warning signs and things to watch out for:
1. Yes, for $2,000 we’ll get you five placements and for $4,000 we’ll get you 15.
2. All you have to do is pay for the video crew.
3. And when we run this story, we’d like the names and addresses of 20 of your clients so we can share it with them, too.
4. You don’t need to call a firm, we’ll handle everything.
5. Yep, we’ll get that in USA Today (or insert other major news outlet)
6. Eh, we know people at the New York Times. They’ll run what we tell them.
7. We believe in paying for performance, so you only pay us when we get your article placed. We charge $25,000 for a placement.

And there are, sadly, many more. It’s a jungle out there, so be careful and remember, a good reputable firm or professional is working hard to do legitimate things that help businesses be more successful. Media relations are and should be only part of an overall successful marketing mix that is consistent, constant, and measurable, and with a realistic budget.

About the Author
Rodger Roeser is the CEO of The Eisen Agency, a marketing and PR firm in Cincinnati. He is also the national chairman of The Public Relations Agency Owner’s Association and works with other PR firms across the country to assist in their operations and profitability.
Reach him at



Holiday Marketing: Say It With a Picture

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Business Success Logo“Focusing on image-based platforms like Instagram and Pinterest can take your marketing efforts to the next level,” writes Business News Daily. “Whether you’re a brick-and-mortar store or an online retailer, the next few weeks are critical for driving those important year-end sales.”

The news site spoke with Curalate CEO Apu Gupta, who says “There are so many things competing for our attention today, and you need shortcuts to process it. Images allow us to do that.”

He provides three tips for social media: Use eye-catching images; Make use of user-generated images; and pay attention to your analytics.

You can read the full details on these tips here.