Why do you need a problem typology framework such as Cynefin? Well, have you ever had a problem that, in trying to solve it, you have made it worse?

You thought you could fix that device, but it stayed broken. Or you stepped into an argument when the resolution seemed obvious, but your intervention just created further hostility. Or perhaps you were a bit lost, and you thought you had found a route out, but then things got worse. We have all been there, right?

When trying to solve problems we make things worse when we don’t properly understand the problem in the first place. Therefore, one critical step in decision-making is classifying the type of problem that you are trying to solve. This is important as – if you fail to categorise the nature of your challenge – you could end up applying the wrong solution or approach. This might not only fail to solve the issue, but it could also make it worse.

When things go wrong

“It’s the wrong trousers Gromit, and they’ve gone wrong!”

Wallace and Gromit

I got to see this happen on an organisational level when I was asked to help a large local government in the UK. The institution was falling into disorder but no one within the organisation could agree on why. The lower-level managers thought it was a simple problem. They knew how to deliver services; it was just that the demand had gone up and finances had gone down. All they thought they needed was more money. This mindset was pushing the institution further towards the brink of chaos and a crisis for the whole organisation.

The high-level management thought it was a complicated issue, hence bringing in consultant ‘experts’ such as me to analyse and resolve the problem. They assumed that efficiency was the biggest issue and, therefore, wanted to focus (almost exclusively) on finance. We, the outsiders, could see that it was a complex challenge. The situation was changing rapidly and was not going to reverse; the managers at all levels were looking at the problem in the wrong way. So, we introduced models to help change the way everyone – at all levels – viewed the issues and encouraged broad engagement to come up with creative solutions. It was not an easy process, but identifying the nature of the problem was the first step.

Understanding complexity and problem typology

The process of identifying the problem typology is the sphere of complexity science. Understanding complexity is a growing academic field that has important implications for leadership and decision-making.

Complexity is, well, complex, but fortunately, some models and frameworks bring the concepts of complexity, leadership and choice together; to help us understand obstacles and assist in choices.

As a leader, I regularly use Keith Grint’s model that classifies problems as either tame, critical or wicked. Understanding the problem then informs the method of influence to use, be that managing tame problems, providing command for critical issues or leadership for wicked issues.

This idea of matching leadership approaches to types of problems is not confined to the Grint model. There is another model that I have also found very insightful, particularly for understanding complex challenges, which is the Cynefin framework.

“Circumstances change, however, and as they become more complex, the simplifications can fail. Good leadership is not a one-size-fits-all proposition.”

Snowden and Boone

The Cynefin framework

This other favoured model is the Cynefin framework. It was created by Dave Snowden and further developed in partnership with Mary E. Boone. The word Cynefin comes from the Welsh language and alludes to a sense of place. In other words, we need a sense of place to understand our challenges.

The framework gained acclaim and awards, particularly after the publication of A Leader’s Framework for Decision Making, in the Harvard Business Review. It has been adopted and used not only by corporations but by governments, for example by the US government in counterterrorism and the National Health Service in the UK.

This model is slightly more complex than Grint’s but the framework allows deep thought into both the classification of problems and how problems can evolve (or crash) from one domain into another, depending on how we address them.

The framework is based upon classifying the complexity of issues into the following four types of problems and five domains:

• Clear
• Complicated
• Complex
• Chaotic
• Disorder (uncategorised problems)

The Cynefin Framework – wikicommons

Clear problems

The clear domain (also known as either the simple or obvious domain) refers to problems that have known solutions. Here, when it comes to information and assumptions we are in the realm of “known knowns”. Therefore, we identify (sense), categorise, and then respond to these problems with known solutions. Use best practice when the cause-and-effect relationships are obvious.

Clear problems are generally heavily process-driven. The process is clear, measurable, and therefore relatively simple to manage. Examples of these clear problems could be applying for a personal loan or mortgage or manufacturing a common item on a production line. When I worked in the construction industry, most house-building fell into this category. It is easy to get pre-made plans for homes.

The danger with clear problems is complacency. When using a known solution, it is easy to fall into that habit and apply the same practice again and again, but then fail to notice how the situation is changing. If the situation changes too much, then applying the old solution could push the problem into disorder or the chaotic realm. This was what was happening with the local government I mentioned earlier.

This can also happen when people assume a problem has a clear solution, but the known knowns turn out to be wrong assumptions. This sort of mistake is covered in How to Identify and Disarm Wrong Assumptions.

Complicated problems

Complicated problems are the domain of experts. Here the “known unknowns” are sensed but then need to be analysed before any response, because there may be multiple solutions to the given challenge. These solutions, if successful, may then go on to become best practices, and the problem moves from the complicated realm to the clear.

“Complicated” is the realm where the professionals – such as lawyers, engineers, and doctors – earn their living. A deep knowledge of first principles, coupled with the proper experience, allows specialists to find options and solutions. Again, reflecting on my experience as an engineer, house-building per-se was a simple problem but developing new sustainable construction techniques – for example reducing the amount of concrete and steel we rely upon – is a complicated problem.

The danger in this realm is that experts can be blinkered, which can stifle novel approaches. For good solutions, there should be an environment that challenges existing thinking and encourages new ideas, through a diversity of people and inputs.

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Complex problems

Complex problems exist in environments that are constantly changing, with multiple factors at play. Here we are in the realm of “unknown unknowns” as things are in flux and there are just too many things to identify or measure. These problems can also be of the “wicked” variety where problems may need least worst solutions as there are no “good” ones.

The complex realm is the land of emergent ideas. Problems in this space require true creativity. Many entrepreneurs and start-ups naturally fall into this sphere, but even large businesses and institutions find themselves in this space due to the increasingly congested, connected and fast-changing world we live in.

Traditional top-down, command and control, management styles fall short in complex situations. Complex problems require a more experimental approach. The problem needs to be probed, then sensed to develop a new response.

New management techniques have emerged to deal with these complex situations. Eric Ries (author of The Lean Start-up) popularised the idea of developing a minimum viable product as the basis for experimentation. Agile project management has also taken over from traditional project management to address fast-changing situations.

Chaotic problems

In chaotic situations, there is no order and therefore no obvious cause and effect relationships. Here a sense of order needs to be imposed and therefore a leader needs to act carefully but decisively. These situations are like the “critical” issues of the Grint model that require a more directive, command leadership approach.

Large crises fall into the chaotic realm, such as the events of September 11, 2001. On a smaller scale, I have experienced these sorts of emergencies while on operations or even when alpine climbing. Here the approach required is to act first, then sense how things change, and then respond with appropriate next steps to lead out of the crisis.

Disorder

The realm of disorder represents the space where it is unclear where a problem exists. If you feel completely lost, then you are likely to be in this realm! Here it is likely that the problem has not been properly understood or that the challenge has aspects that sit in multiple domains.

So, the best approach when facing disorder is to gather data to better understand the issue and then break down the problem into constituent parts so that each element can be dealt with in its relevant domain.

A summary of how to apply the Cynefin framework

The world is more irrational and unpredictable than we would like to admit. It is therefore vital that we properly identify the nature of the problems we face to take the right approach to solve them. This is particularly important for leaders who are responsible for spotting challenges and then flexing their decision-making approach and management style.

Models can help us do just that and the Cynefin framework shows us that:

• When the problem is clear and the solution known, find and apply best practices
• If the issue is complicated, then expertise can find solutions from first principles
• When the environment is complex, emergent ideas can be found through experimentation
• In chaotic situations, a rapid response is needed to establish some order
• When there is disorder, break down the problem further to assign each part to the realms listed above.

And remember:

“Expect problems and eat them for breakfast.”  – Alfred A. Montapert

When I grew up, I dreamed of being a fast-jet pilot. So, when I went to a career fair at high school, I went straight to the Royal Air Force to apply to join. Unfortunately for me, due to my age at that instance, they told me to come back in a couple of years. Slightly deflated, I wandered over to the Army stand. The enthusiastic Captain manning the stand bombarded me with leaflets and opportunities. Hence, in one of those small but life-changing quirks of fate (or providence), I ended up in the army, not the air force. However, I still ended up being taught some of the pilot’s decision-making processes; as we shall see shortly.

Since leaving full-time military service I have worked in, and with, start-ups as well as being a creative and entrepreneur in my own right. And what I see is that there are some surprising similarities between the decision-making of fast-jet pilots and savvy entrepreneurs. As well as being highly driven and comfortable with risk, both must make a string of rapid choices as they manoeuvre in rapidly changing circumstances.

So, you may be at the helm of a computer rather than at the controls of a fighter jet, but I will share some lessons that will help you get ahead of the competition and set you up for better, quicker, decisions.

Be a Maverick

My love of fast jets did not die with my change of career direction. It lived on in another passion: movies. I might not have become a pilot, but I still loved films about flying. And which movie comes to mind first when you hear the words “fast jet pilot?” Probably the original Top Gun movie with Tom Cruise.

So, while we wait for the endlessly delayed Top Gun sequel (Top Gun: Maverick) to be released, how about some lessons from the real Top Gun school. Yes, it really exists!

If you have seen the first Top Gun (1986), you will remember the crazy (and cool) manoeuvre that Maverick (Tom Cruise) pulls off. He is trying to shake an enemy MiG plane that is tailing him. Maverick can’t outrun it so he does the unexpected; he applies the air brakes (thereby rapidly slowing the jet) so that the other craft rushes past before the adversary can react. Maverick ends up behind the MiG and can now attack himself.

What did he do? In cognitive terms, he got within his opponent’s decision-making cycle and therefore outmanoeuvred them. This is something that pilots are trained to do, but it was not always the case.

The genesis of Top Gun and rapid decision-making

In 1968 the United States had a problem. They were losing. Putting aside the larger strategic problems of the Vietnam war, they were also losing at a tactical level in the skies over North Vietnam. The most powerful nation on the planet, with their cutting-edge F-4 Phantoms, was losing to MiG fighters. They tried upgrading the F-4, but that did not solve the issue.

They concluded there must also be something about the pilots as well as the hardware, and therefore, in 1969, a new school was established at Miramar to study and teach new tactics. The United States Navy Strike Fighter Tactics Instructor programme (the TOPGUN school) was born. It turned around the kill-to-loss ratio in the skies above Vietnam. The United States started to win there (if not everywhere).

Key to the success of the school was the work of Air Force Colonel John Boyd. He studied pilots in their dogfights, analysing their decision-making processes. The result of his study was something called the OODA loop.

The OODA loop decision-making process model

OODA loop is a decision-making process. It is a 4-step model with OODA standing for: observe, orientate, decide, act.

Remember back to Maverick in the dogfight. He observed the enemy craft on his tail, orientated himself to the options he had available, decided to slam on the brakes, acted quickly, then started over again; observing his new position, orientating himself and acting decisively to bring the other jet into his crosshairs.

But let’s look at each step in more detail:

Observe

Observing is about situational awareness. It is the ability to gather data but, most importantly, to spot important information. This is a challenge at any time but particularly in a fast-moving situation when there are a plethora of inputs clamouring for your attention.

For the entrepreneur, the situation may not evolve as fast as duelling aircraft, but the principles still apply. In the rapidly changing and congested information space of business, it is vital to observe the critical data. That still requires situational awareness and, as with the flying environment, this ability gets better with practice and experience.

Orientate

Once vital information has been observed the next step is to orientate yourself to the factors. In psychological terms, we engage our System 1 (intuitive and fast) and System 2 (rational and slower) cognitive processes.

Neurons flare to process the data and try to make sense of what was observed. The brain seeks to identify the factors that are important and what influence they might have on the situation. Some of this happens automatically and sometimes we need to actively engage our brains.

Our experience, heritage, biases, heuristics, values, and logic all impact the way we consider the information. Not only that, but experience, training and practice make synapses fire faster to provide more, and better, options.

Decide

Having orientated to the relevant factors the next step is to decide on the best course of action.

In contrast to a pilot, an entrepreneur might not have formal training or simulations to help improve their decision-making. Therefore, it is their experience that counts most. But not all experience is equal. To properly learn from our experiences – and to make better choices – we need to reflect on our actions and analyse our decisions. If we do this and seek to understand how we did things right, or wrong, then we turn an activity into what Robert Pool and Anders Ericsson (authors of Peak) call deliberate practice. This is the key to high performance and becoming world-class at something. It is an experimental as well as experiential process but one that requires focus.

Act

Once the best course of action has been decided, it is time to act. It is the action that creates change. Whatever the judgement, the outworking has consequences. The chosen action will prompt changes to the situation. These changes in the environment (be that an enemy, competitor or customer) can then be observedand the loop begins again, prompting new decisions.

It is important to remember that deciding to do nothing is still an action. By doing nothing you cannot avoid consequences. A pilot can choose not to change his course, even if there is an enemy on his tail. Similarly, a business might observe changes in the market but may choose not to update their product or adapt their service. Whether that is the right decision will only be seen in the aftermath.

Faster decision-making

John Boyd’s aim, in developing the OODA loop, was to enable ways of speeding up the decision-making process. Through new training and procedures, it was to enable pilots to operate at a faster tempo than the enemy – to get within their decision-making cycle – and thereby defeat them.

The timeframe might be different – days and weeks for creatives rather than seconds and minutes for a pilot – but for the entrepreneur, it is also important to be ahead of the competition.

Of course, this is not only true for small businesses. It was a big organisation, the USAF, that started to lose out to the ‘small guys’ before they realised they needed to change their approach. In the same way, larger corporations are adopting the lean business techniques of the start-up.

The lean start-up

The lean start-up, a concept popularized by Eric Ries, captures the same spirit of the fast jet pilot. The learn-build-measure cycle of the lean start-up shares the same aim as the OODA loop; to speed up effective decision-making in order to give a competitive edge. This approach also has similarities to deliberate practice; it is a responsive technique, where future actions are dependent upon how they are assessed and how the new knowledge is applied for the next course of action.

This approach has been captured more formally in agile project management, but again the underlying principles are the same: remain flexible, act but then get feedback and prepare to adapt and move again. In this way, it contrasts to traditional project management where the processes to manage change within an existing plan are sluggish.

Avoid the ejector seat

Whether you are a pilot or entrepreneur, you are less likely to need the ejector seat if you can stay ahead of the competition in your decision-making. To do this you need to observe what’s going on, orientate to the circumstances, decide on an option, and then act. And once you have acted the loop starts again as you observe and measure the results of your actions to inform your next choice.

But remember, Top Gun pilots are not made overnight, and neither are successful start-ups. Entrepreneurs keep experimenting and often fail. They might have to even pull the eject handle occasionally; but they keep learning, improving what they do and going again.

So, strap yourself in and power up your computer. It’s time to buzz the tower!

(And hello to Jason Isaacs.)

Leading people is all about telling people what to do right? And helping people solve their problems is down to good advice, yes?

Well, no; on both counts actually.

Both research and practice have shown that while instruction and advice can be helpful (in certain circumstances) generally there is a better approach to assisting people to think and make good choices. More than 20 years as a leader and 10 years as an executive coach has certainly taught me that. Not only that, my experience as a parent has also shown the limitations of a purely directive approach to managing and decision-making. These things are not just limited to our business interactions. This is about basic communication skills.

The thing that has helped me most in turning this understanding into adopting a better approach has been the work of Nancy Kline. She has over three decades of research into independent thought and the barriers to quality decision-making. Her book, Time to Think, has impacted me more than anything else I have read in the past 5 years. It is also the book I recommend the most both professionally and personally.

Nancy Kline developed a framework called the Thinking Environment. This is made up of ten components: attention, equality, ease, appreciation, encouragement, information, feelings, diversity, incisive questions,and place. All these elements are important for facilitating quality thinking but, in my experience, there are three things that people struggle with the most and one thing that is more important than all the rest. These are:

• Attention – truly listening without interruption
• Incisive questions – knowing what to ask and when
• Information – sharing facts and experience, not advice

And the most important thing is the first. Attention.

The most empowering thing to assist people’s thinking

How many times have you been challenged with “Hey! Are you listening?” The scary thing is that you are likely to hear that from the people you care about the most. What does that say about how we appreciate the people we love? That is what attention demonstrates. It is an affirmation of our feelings for the other person. And that is because giving attention requires effort.

Sound is going in our ears all the time but that does not mean we are really hearing. That is the difference between passive and active listening. To truly give attention to someone, we must actively focus on that person and what they are saying. That means no distractions and no interruptions. Empathetic listening goes even further. We must engage our emotional intelligence to pick up on non-verbal cues. We need to engage our intuition and feelings to relate to what is being communicated, not just what is being said.

Interrupting people damages quality independent thought on several levels. Firstly, it is rude. Cutting in on someone expresses that you think what you have to say is more important than what they have to say. You may not intend to communicate that but it is what most people will feel. Secondly, an interruption also cuts into someone’s thought flow. At the very least it will cause a break in thinking and very likely whatever is said will push the flow of thoughts in a different direction.

Not saying something is really, really hard to do. I get it; I have been coaching for years and still, every time, I must fight the urge to talk. That is because our brains are not inactive. What we hear from the other person sparks thoughts, ideas, and memories of our own. These thoughts bubble up and we want to share them. We want to because they are brilliant, thoughtful, helpful things to say, or at least we think they are! But that is just an assumption. Trust me. Hold onto those thoughts and don’t say anything.

Sometimes I do a simple mental exercise to help. When a thought comes into my head and I feel myself losing concentration I picture a door closing on my idea, locking it away, so I can focus and listen once again.

Even once the other person goes quiet, do not immediately say something. Not even a question. Many times, when coaching, there has been a long silence and I have been tempted to ask another question. Then suddenly the other person has started speaking again, revealing a new – frequently deeply – cascade of ideas that would have been lost if I had spoken too soon.

So, give people your attention. Listen, and most importantly don’t interrupt them!

The most powerful type of question you can ask 

When it does come time to speak don’t share your ideas, don’t even comment on what they have said. Even if they ask, “so what do you think?” you can turn the focus back to them. I often say something like, “I think you are doing a great job thinking this through, what more do you think or feel or want to say?” This generally releases another flow of thoughts and ideas.

If the thoughts do dry up then questions, rather than advice, is most helpful. And the best questions, the ones Kline refers to as incisive questions, are ones that identify assumptions. We all make assumptions in our thinking and decision-making. We make them so often that we often forget to see them for what they are: assumptions, not facts. It often takes someone else to challenge our thinking. Our assumptions might be reasonable but very frequently we feel unable to act because we have a false assumption that is blocking our progress.

These assumptions are often tied to our internal monologues. We often don’t do something because we assume we are not beautiful enough, rich enough, clever enough, brave enough or just not good enough. We all have some negative ideas around how we see ourselves or how we expect other people to judge us.

So, ask questions such as “what are you assuming that is stopping you?” and allow the other person to list their assumptions, as there are likely to be more than one. Then you can ask which assumption is the biggest blocker. Once identified the next question should explore whether the person thinks the assumption is true or not. Quite often, at this stage, people realise that the assumption is not true, or at least not limiting, and suddenly they are free to act.

All the advice in the world is not as powerful as seeing people released from these sorts of limiting beliefs. Seeing people liberated in this way and being part of facilitating that is one of the most wonderful things you can do. Ask any coach, counsellor or psychiatrist.

Provide critical information rather than advice

Once you have listened and – if needed – asked some pertinent questions, it may be that the other person needs some information. The temptation is to provide input too early in the conversation. But there is a difference between helping people think through issues themselves and keeping people in ignorance.

If the other person gets stuck in their thinking, and it is obvious that there is some information that the other person is missing, then it is time to speak. But frame what you say.

The most helpful phrase I use at this stage is to preface what I say with “in my experience” and then go on to share what I have in mind. Just because something has worked or not worked for us does not make it a fact. If there are resources and evidence that you can point people to then great, just hold back from saying something is true when it is just what you think. You run the risk of either undermining the other person’s accountability for their actions or worse, replacing someone else’s wrong assumptions with your own.

So, hold back, but if the other person needs critical information to carry on thinking well then share it. But caveat what you share, don’t tell the person what to do.

Share the gift of creative thinking and decision-making

People are amazing. Our brains are incredible. Individuals – of all ages, educations and backgrounds – can think through their issues and come up with creative solutions of their own.

Even if we (the listener) could have come up with the same solution, empowering people to think through their challenges is much more powerful than just giving advice. When it comes to motivation and taking responsibility for a decision, the self-generated idea is best. Ask any manager, parent, or coach.

All we need to do to help others to think generatively is to provide the environment that releases this creative ability. Most importantly we must:

Give attention: listen and not interrupt

Ask incisive questions, to challenge assumptions

Provide information if it is needed. But only fact or experience, not advice or opinion.

Therefore, three key things, but if you do just one, then give people your undivided attention. This is the gift that will most inspire quality thinking. So, the next conversation you have today, do your very best to not interrupt. Just listen.

Today you will make hundreds, maybe thousands of choices. Some of those judgements will be more important than others, but if there is one thing that I have learned, it is that we can all be better at decision-making.

I have spent years studying and teaching decision-making. This has not been a purely academic exercise either; as a leader and entrepreneur, I have had the opportunity to practice and learn from the practical application of the theory. I have not always got it right or made the best choices, but I have improved through the process.

I started this series on decision-making with a post on the things to do to make effective decisions. You can use these as a blueprint for learning how to make better choices, following each stage in turn. Here are the 10 steps:

How to Make Effective Decisions

1. Take time out
2. Identify the type of problem
3. Apply a decision-making process or model
4. Ask questions
5. Understand what matters
6. Assess factors and constraints
7. Identify assumptions
8. Consider your options
9. Think through the consequences
10. Make your choice and act upon the decision

Here is each step in more detail with the relevant links to previous posts:

Take time out

If you have a big decision to make it is worth taking some time to think about it. If you are facing an important choice, you should invest time and effort proportionate to the scale of the problem. For example, purchasing a house will require more thought than buying a coffee. So be proactive, plan in some thinking time.

My favourite way of getting quality thinking time is taking a walk, preferably in the great outdoors. Walking is not only good for making decisions as you can read about in The Surprising Power of Going for a Walk.

Identify the type of problem

When you start to think about your choice it is worth starting by classifying the sort of challenge you are facing. That is because the solution to the issue is dependent upon the sort of problem that confronts you.

There are two very helpful models to assess the sort of problem and how to deal with them. The first one was developed by Keith Grint and I explain in the post: What Sort of Problem Do I Need to Solve?

The second is the Cynefin framework, which you can read about in, The Four Main Types of Problem You Face and How to Address Them.

Apply a decision-making process or model

Decision-making is a process. Whether or not we are conscious of how we make our choice and whatever the balance of intuition and logic in our decisions, there is always an underlying structure.

One of the simplest ways of expressing this process is the OODA loop, which is explained in Top Gun Pilots and Entrepreneurs Share This Skill.

In terms of mental models to use then check out The 36 Decision-Making Models I Continually Find Most Helpful.

Ask questions

If the choice is not an obvious one, then we need to start asking some questions. Good questions lead us to the data needed to inform our decision. When asking questions, it is good to use a framework to ensure as many bases are covered as possible. One simple approach, using interrogative words, is explained in How to Ask The Right Questions from a Bomb Disposal Officer.

Understand what matters

The more I have worked as a leader and coach, the more I appreciate the importance of values in how we make decisions. Values are the moral compass that guides our choices, as I explain in Unlock Your Values to Make Better Choices.

If you want further help in working out your personal values, then read: What Are Your Personal Values?

Assess factors and constraints

Having asked questions about your situation you will be presented with data to process. These are the factors and constraints that influence your choice. But the way we process data is not necessarily as rational as we might like. Our brains use hacks, and our neurological programming has bugs. These cognitive biases can undermine quality decision-making so you need to be aware of them, as I explain in You are More Biased Than You Think.

Identify assumptions

Another beartrap to be aware of when making decisions is poor assumptions. We frequently don’t have all the information we want when making a judgement and therefore we rely on assumptions. Sometimes these assumptions are reasonable and other times they are harmful fallacies. Learn to work out which is which in How to Identify and Disarm Wrong Assumptions.

Consider your options

Having considered all the factors and avoided the pitfalls of harmful biases and wrong assumptions, the next step is thinking about the different courses of action that you can take. Most choices have multiple options and one of the challenges of decision-making is negotiating these options. There are decision-making models to help do this, but I have found that the most important thing is to first create an environment where people can think to the best of their ability. The critical elements of this thinking environment are laid down in How to Give The Gift of Generative Thinking.

Think through the consequences

Once a preferred option is identified then it is worth considering the consequences of embarking on the course of action. Before fully committing you can try and assess what the obstacles and outcomes are likely to be. Most importantly you can work out whether a decision is reversible and what is the impact of going back once a decision is made. If we fail to do this final check on our decision then we can end up in trouble, as seen in How a Heuristic Nearly Killed Me.

Make your choice and act upon the decision

Finally, we need to act. A decision is only really a decision when we take the first step. That is the first challenge as the first steps are often the hardest. The next issue is keeping going as many choices – such as big life goals or changes – requires determination to see them through. The trick here is to make a discipline of incremental progress. To do this we have to change our behaviours and we do this by building effective habits. One tried and tested way of building habits is explained in How to Build Supreme Habits and Compound Good Decisions.

Putting it all together

So, there you go. You are now equipped with the psychology, steps, and models that you need to make better choices. And as with any other skill, we improve through deliberate practice so apply the knowledge, review what you have learned, and apply those lessons to your next decision.

For reference I have created a list of these and other helpful Medium articles called Effective Decision-Making.

What choices do you need to make today? Pick one and start to work through the steps. Let me know how you do!

This article was first published on Medium.

I have had a fascination with philosophy, and particularly with Socrates, ever since winning the book, A History of Western Philosophy by Bertrand Russell, as a prize at school. As someone passionate about personal development, and as a professional coach, it continues to amaze me how many important themes, such as self-inquiry, question technique and ethical decision-making, can be traced back to the thinking of Socrates, Plato, and Aristotle.

Socrates and the importance of self-improvement

Arguably, Socrates was the father of personal development as well as Western philosophy. He is most associated with the Greek aphorism, “know thyself” and is quoted as saying,

“To know thyself is the beginning of wisdom”

Socrates

This premise is echoed in personal development literature, such as Stephen Covey’s The 7 Habits of Highly Effective People, which starts with mastery of self before moving onto success in the public field or in the leadership of others.

It is somewhat tautological to say that self-improvement should start with self, but it is a point that is often overlooked. All too often, when setting goals, we choose to focus on people around us. This might be in making unhealthy comparisons (a particular problem in the age of social media), blaming our situation on others, or endlessly seeking to fix everything around us, without doing any home maintenance.

To know that we have progressed – in whatever field we want to develop – we need to be able to manage a process of improvement. As the adage goes, “you can only manage what you can measure.” That being the case, when setting a goal, you need to define the start-state as well as the end-state. Self-examination should therefore be the first step of productive personal development. We start by working out where we are now. And the most important aspect of this self-examination is to identify the motivations, beliefs and ideals that inform our behaviours.

Socratic ethics, virtues, and values

Socrates, in his dialogues, sought to seek out and test the foundations on which people based their ideas and actions. He also believed there were right and wrong actions, good and bad decisions. In other words, he sought virtuous behaviour and ethical decision-making.

Socrates believed in an objective good, a standard of right and wrong. This contrasted with the Sophists who treated truth as relative. The Sophists were more concerned with eloquent debates and winning arguments; it was less important whether what they were arguing for was true or not. Today a Sophist might be compared to an unprincipled lawyer who is willing to defend anyone for the right price, or a rotten politician who is willing to say anything to bolster their position. Few of us would claim to know objective truth but fewer still are comfortable with such extremes of relativism. Most people prefer to have principles to live by.

Are there immutable and irrefutable principles? It is an excellent philosophical question and one that is still being asked. Socrates did not claim to know, or presume to dictate, the standard of absolute truth, but he always strove to find it. I think that is a great place to start. We can imitate the likes of Socrates by having the humility to admit we may not know the truth and that we are imperfect people. Add to this a curiosity to seek out the good and a determination to change, and we find ourselves describing what today we call a growth mindset.

We might not have thought of it in these terms before, but this search for truth is – in philosophical terms – about ethics. It is about making the right choices. If these choices are about acting beyond pure self-interest, then we are also talking about virtues. And there is the rub. A lot of what we desire might be purely selfish; it may even be base or wrong. Self-examination can require us to be brutally honest with ourselves about what we value and why.

Integrity and leadership

Leadership also starts with self. If you cannot lead yourself well, how can you expect others to follow you? That is why leadership itself is a development journey akin to broader self-improvement; it is a path of learning much more than it is a role or title. Which ones again leads us back to the need for self-inquiry and the need to ask some questions.

If you compare lists of leadership traits, probably the most common trait you will come across is integrity. In my military career, it was certainly considered the most important of leadership traits as a failure of integrity was the quickest way to lose credibility as a commander.

Integrity is about walking the talk; about acting in accordance with the standards that you set. But this begs the question, what is the right standard? In theory, a bad boss could have integrity of a sort if they acted in accordance with their ideals, even if bad ones. So, integrity must be coupled with the idea of good leadership, not just effective management. And hence we find ourselves back in the realms of ethics, virtues, and values again; as we need to know our principles to act in alignment with them, and the precepts we follow should be good ones.

Socratic questioning

Similarly, to Confucius and Buddha, Socrates’ style of pedagogy was through inquiry. In other words, he taught by asking questions. In this way, I like to think that Socrates is the grandfather of coaching as well as philosophy and self-improvement!

Socrates developed the elenchus or Socratic question technique. The aim of this technique was to clarify someone’s position on a subject and then question the foundational assumptions of the idea to test its logic. The technique has been adapted and used in diverse fields such as debating, legal cross-examination and coaching. If you are curious about the world and like to understand ideas and test beliefs, then it is an important tool – even if just to use in everyday conversation.

“The highest form of Human Excellence is to question oneself and others.” 

Socrates

In this context, we can use the same process to question ourselves. If we do not have someone to help us, such as a coach or counsellor, we can do some self-reflection. Using a journal or taking notes can be helpful in this process. Here is a simplified way to use the Socratic method when using it for self-examination:

Reflect

Reflect upon a statement or a decision that you have made. Some of the most insightful statements and decisions to investigate are the more negative ones. For example, we might choose not to do something, saying “I can’t do that!” Hold that thought or write it down.

Refine

The next step is to refine. Here the context of the word refine is like that of refining precious metal; the aim here is to expose our thinking to the flame, to burn away untruths and remove the impurities from our thinking.

To do this we must examine the assumptions that have informed our words and actions. If we don’t think we can do something, why is that? What is the belief or feeling that underpins this? Some assumptions are reasonable, some are simply false. The purpose of this stage is to sift what is true from what is not.

Re-state

Once we have examined the thinking behind our statement or decision, we can re-state it, bringing in our new knowledge. If there was a false assumption identified, it might be we can turn the statement on its head. We might be saying “I can” instead of “I can’t”.

Repeat

The next step is to further examine the new statement. Are there further assumptions that need to be identified and tested? In this way the process is like the 5 Whys interrogative technique; we keep on asking the questions until we get to the fundamental issue. As we delve ever further into our thinking, we should be able to identify the core beliefs that shape our thinking, the standards that drive our behaviour and the values that inform our decisions.

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Know thyself

Socrates commitment to enquiry, truth and ethics got him into trouble. He was nicknamed the gadfly; an annoying biting insect, by self-important and self-proclaimed wise people. They did not like to be exposed by Socrates as his questioning revealed their fallacies and undermined their position. He so challenged the beliefs and norms of his day that he was sentenced to death. His integrity was amply demonstrated in his unwillingness to back down in his search for truth.

Revealing the truth can be uncomfortable and maintaining our integrity often comes at personal cost. Self-inquiry can be a humbling process, but it is a vital one if we truly want to be happy in who we are and successful in what we do.

So, be prepared to be confronted with some brutal facts as you begin your self-examination. And don’t just make it a one-off, instead, develop a habit of challenging your own thinking. For all of us, whether in leadership positions or not, this process of reflection is a vital part of self-improvement.

Be like Socrates and seek to know thyself.

Management guru Peter Druker reportedly said “culture eats strategy for breakfast”, but other leaders and strategists express similar sentiments. The underlying message is, it does not matter how good a plan you have, if you don’t consider the human element then your strategy is unlikely to succeed.

Having worked with numerous companies on developing a strategy it can be all too obvious when grand plans are doomed to failure. One key metric is the delta between a company’s stated values and the behaviour of the people within the organisation. But to address this gap you first need to understand the organisational culture.

Why strategy fails

A strategy is a plan of action to achieve a long-term goal. As Richard Rumelt notes in his book Good Strategy Bad Strategy, a good strategy must diagnose the challenge to overcome, create a guiding policy to address that challenge, and then produce coherent actions that ensure that the policy is carried out.

Most people get the essentials of what strategy is. Where it generally fails is in the third element, the implementation; ensuring people carry out the actions is where things go wrong. This is often because the board level strategists fail to take culture and values into consideration. Actions are just behaviours, but real change is not brought about by one single action. It is the compounding effect of multiple actions over time. If you want to shift the way you want people to act you need to change their normal routines.

Routines are just one element of organisational culture. Changing our personal habits can be difficult, so why – do leaders – expect to change a whole organisation and the habits of hundreds, if not thousands of people, just because they say so? Making this sort of transformation requires careful consideration and to make a change in behaviour you first need to understand all the facets of the culture of a given group.

The importance of understanding organisational culture

Every group of humans has a culture of some sort. Every family, company, and sports team – let alone a country or nation-state – has its own culture. The problem is when we live within these tribes the culture is so ingrained, we often don’t think about it or can struggle to express it.

Therefore, it is useful to have a model to examine and explain a culture. The Cultural Web, the tool developed by Johnson and Scholes, is a simple and effective lens to use in this context. Johnson and Scholes break down culture into six component parts: stories, symbols rituals and routines, power structures, organisational structure, and controls.

The Cultural Web

The Cultural Web comprises of the following components:

Stories

These are the past events people talk about. The shouted successes and the whispered failures. The discussions around the water cooler. These narratives carry important messages about the underlying values of a people group. The language used to express these stories – the jargon, acronyms, and lingo of a group – are just as important. Every tribe has its own dialect.

Symbols

These are not just flags, badges, and company logos. Symbols are also expressed in how people dress, office décor, even in a preferred brand of software and technology! Every item you see around you is the result of a choice influenced by a principle. For example, why have that type of coffee? Because it’s the highest quality, a trusted brand, or the best value? Understanding the decision can reveal a value judgement.

Rituals and routines

Every tribe has its own rituals and routines. The time when people start and finish work, what people do for lunch, even how (if at all) people celebrate birthdays and successes are all cultural rituals. Meetings are one fascinating way of examining culture. The routines of how a meeting is conducted, who sits where, who speaks when, and the language people use, all speak volumes about the culture and values of a group.

Organisational structure

There are always formal and informal structures in any group. Both need to be understood. An organisational chart may capture the official structure but what are the networks that exist, the webs hidden below those regimented lines? Look to see the tribes that gather; the smokers and the lunch-time runners as well as the project or function-based teams.

Power structures

Power derives from people and particularly the individuals who are decision-makers. These power structures do not always follow the official hierarchy either. For example, the personal assistant who manages access to an executive can wield power that outweighs their perceived grade in any management structure. Think: who are the internal influencers?

Controls

Controls are the systems, processes, and regulations that an organisation develops. These controls assist the conduct of work but also regulate behaviours. These can include things like financial controls, contracts, and company articles but there are also a host of unwritten rules and ways of working in any group. If you don’t think that is true, then just ask the newest member of the team about what they had to learn to be accepted into the clan.

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Culture is manifest in behaviour

Once a culture is understood you can start to identify potential levers of change. But that still does not mean it is easy, if you don’t believe me just try changing the dress regulations for any given team!

We are all creatures of habit and therefore change at any level requires overcoming inertia. We all know this. Habits can be changed but think back to the last bad habit you tried to modify. It is not easy, even when you do identify the cues, routines and rewards in a habit loop.

Therefore, even if the intellectual argument for change is compelling, there is a huge work to be undertaken once a strategy is agreed upon. As John P. Kotter shows in Leading Change, you must have leadership and a plan to take people through the change, not just set the target. To develop a plan, you need to understand the psychology of influencing groups of people and gently motivate them to act in the right way. This is the essence of nudge theory; people need subtle cues, personal incentives, and positive reinforcement to change.

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How values should be expressed to inspire action

One way to engage a whole team or organisation in the change process is through a discussion of values. Values are symbiotic with culture, as it is our shared principles and corporate beliefs that are expressed in the symbols, structures, and stories that we share in an organisation.

The problem is the behaviour of many individuals and teams are not aligned to the stated values of their organisation. This is often due to one of these three problems:

The wrong values

Sometimes a company just picks the wrong values. The values are generally not bad in themselves – virtues such as creativity, inclusivity or productivity are all good – but that does not mean they are the right values for that given group or capture the drivers for change in a strategy.

Corporate values need to express the key beliefs of that given group. They express how that team makes decisions, how they are different and most importantly why they behave that way. If you want to change the priorities of an organisation, as happens in strategy implementation, then the values need to align with that strategy.

If this is the problem – and values do not express either the current situation or strategy – then it is worth starting again, examining culture, and engaging as many team members as possible to identify the true values of the organisation and the core principles of the new strategy.

Poorly expressed values

Expressing values poorly is the next common problem. This is often the case when companies choose single virtue words to communicate their principles. Take the word creativity. I have seen creativity stated as a value for schools, legal teams, and accountancy firms, not just the obvious ones such as advertising teams, tech firms and artists.

So, if you pick a term like creativity, the question is, what does that mean within your given context? One simple way to improve the expression of a specific virtue is by coupling it with another word. Creativity could become continual creativity, collaborative creativity, playful creativity, or something else. But suddenly, with just adding one (or two) extra words that value statement becomes more personal to the group and can better express the way that value informs choices and behaviours.

Misunderstood values

And that thought on behaviours brings us nicely to the third point – misunderstood values. Even if a value is expressed succinctly it may still need further explanation to describe how that value informs the actions of that group.

Therefore, when considering corporate principles (or personal values for that matter), once the value has been identified and expressed, the next step is to define its meaning in terms of how it informs action. Every value needs a paragraph of explanation that unpacks how a value should inform the thought processes and behaviours of the team.

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Expressing organisational culture through shared values 

So, don’t let your organisational culture eat your shiny new strategy for breakfast. If you want a strategy to succeed, having a good strategic plan is not enough. You need to bring strategy, culture, and values together. To do this you must:

• Understand the organisational culture
• Identify values that align that culture with the strategy
• Explain and demonstrate how those values should be expressed in behaviour and decision-making

This may not be a quick or easy process, but it is better to go slow than to race towards the strategy car-crash that is likely to happen if you try to enforce a change without following these steps. It is a thankless task – for managers and workers alike – to have to continually prod people to change direction.

But if a company’s strategy and values are aligned, and the team behaves according to those principles, then it is like a flywheel starting to turn. It builds up momentum to a point where the positive inertia pulls the organisation towards its goal. Then, as the boss, you can stop thinking about prodding and start thinking about what new ritual you might introduce to celebrate the success of the team!

Have you ever felt burnt out? I have.

One day I woke up but I could hardly move. I felt smothered under a leaden blanket – utterly drained of energy. Trying to sit up induced waves of fatigue making me fight for breath. What was happening? It was as though someone had replaced my body. This faulty one could surely not belong to me.

I assumed I had some infection, probably the flu. But a day in bed became a week and I was still no better. By the end of the second week, I was getting scared. I had never been ill for this long before. I wondered if I would ever recover.

But it was not a virus that I was suffering from, it was fatigue. I had burnt out. I was suffering from complete mental and physical exhaustion. I had run my tank to empty, and my body had shut down. I did eventually recover, but it was many weeks before I was close to normal.

The guilt of burning out

On top of feeling bad physically, I also felt terrible mentally and emotionally. I had not realised how much of my self-worth related to my physical wellbeing until it was taken away from me. I was like Samson, shorn of his locks. I also felt guilty. Guilty for letting people down at work. Guilty that my wife had to look after me. Guilty that I did not have a ‘proper illness.’

And why now? I had been tired before. In my military career, on exercises and operations around the world, I had been frequently tested to the limits of my endurance. But now? Now I was working for a church. My colleagues were my friends, and I was passionate about what I was doing. I lived in a comfortable flat with a loving wife. How could I be so weak as to collapse?

A slow-motion car crash

In the aftermath of my burnout, I started to examine my life and the causes of my exhaustion. Medically, I had not developed full-blown chronic fatigue syndrome (that lasts for more than six months) but my illness had shaken me. Situationally, there was no one moment or big event that tipped the balance. My collapse was the compounded effect of a lifestyle I had been living for several years.

I had been like a car, brakes locked, sliding slowly down an icy road, drifting inevitably towards the crash barrier. I realised that if I had been wiser, then my crash could have been avoided. There had been tell-tale signs that I was in a downward spiral. It was just that I was oblivious to them. My dashboard was flashing warning lights, but my eyes were just fixed on the road ahead.

When we drive a vehicle, we know we can accelerate hard or go fast for a time, but we cannot run that way for long. We must manage the strain on the engine. It is also essential to frequently refuel, check the oil and water levels. Vehicles require servicing after a specific duration or mileage.

The metaphor of driving helped me to understand my situation. It made me wonder, what are the dials on my dashboard? What do I need to monitor to make sure I don’t empty my tank or crash again? How should I retain balance?

Work-life balance or whole life balance

People often talk about work-life balance, but this makes us think of a scale with work on one side and the rest of life on the other. This picture does not do justice to the complexity of our lives and our vocation’s interconnectivity with other aspects of life.

One model I found much more illuminating was the Wheel of Life which takes a much more holistic view of how our lives are made up and where there might be an imbalance. This is a great tool and one I still regularly use for myself and my coaching clients.

I also re-examined my personal values. This was also very informative. By identifying my core values and comparing those to my decisions and life choices I could identify the small compromises that had compounded over time. Even straying, just by a little, from my moral compass meant that over time I got further and further from where I has set out to be.

Bringing all of this together I created my dashboard – a set of personal dials that have helped me to avoid burnout in the fifteen years since my burnout. I grouped these dials into four categories that covered heart, body, mind, and soul. For each sub-category, I have included questions that can help in monitoring your levels.

The burnout prevention dashboard

HEART

Emotions

Emotions are natural and good but if we do not monitor them then they can become ever more erratic or extreme. Therefore, ask yourself:

• On a scale of 1 to 10, how do you feel (1 being depressed and 10 being joyful)?
• Are you losing your temper faster or slower than usual?
• When you get angry are you holding onto those feelings longer or shorter than usual?
• Do I feel I am in control or do I feel trapped in my situation?

Relationships

Whether we are introverts or extroverts we all need quality social interaction. We also need to realise that some relationships give us more energy (on balance) and others leave us wanting. Examine your network and ask yourself:

• Who gives you energy and who drains it?
• Are you spending more time with those that sap energy or give energy?
• Which energy-draining relationships should be stopped?

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BODY

Health

This is not just whether we are ill or not, this is whether we are keeping fit and healthy. We all need adequate exercise and a good diet. So, ask yourself:

• How much exercise have I had today/this week? Is it enough?
• Am I eating at appropriate times or am I snacking too much?
• What proportion of my meals would be considered healthy?

Sleep

The most important aspect of rest, and the most regularly abused, is sleep. Put simply we need sleep to live. Our physical wellbeing and ability to fight infections, our cognitive abilities and memory, our emotions and mental health are all dependent upon sleep. Scientific research has shown that adults need at least seven, but generally closer to eight or nine hours of sleep. If you think you are an exception to that rule, then you should read Why We Sleep by Matthew Walker. We should all ask:

• Am I getting more than 7 hours of quality sleep at night?
• Am I watching screens just before trying to sleep?
• Am I snacking or drinking alcohol or caffeine too close to bedtime?

Vacations 

As well as sleep we should also plan other rest periods. Weekends and holidays provide the chance to have a rest from the pressures of everyday life. Unfortunately, our interconnected world and smart devices can make it hard to disconnect at times. Therefore, it is important to plan vacations and protect them.

• When is my next day off and how will I protect my recovery time?
• When can I switch off my phone/email/social media for at least a day/week?
• When was your last vacation? When should you have your next holiday?

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MIND

Safety

As per Maslow’s hierarchy of needs, our security is a basic human need. If threatened, we are already likely to be in a highly stressed state and displaying fight, flight or freeze responses to our situation. Once physically safe we also want to be psychologically safe; in a space where we can think, experiment, and learn without fear. Check:

• Are threats in my physical environment affecting my thoughts and emotions?
• Am I fearful about the response of people to what I think, say, or do?
• Am I able to plan for and think through challenges, or am I just reacting to them?

Learning 

We all need mental stimulation. Without it, our brains stagnate. We must plan our personal development and embrace the challenges that we face and growth opportunities. We need to remain curious, keep trying new things and not be worried about getting things wrong. We need a growth mindset. To monitor this, you can ask:

• What are my development goals and how I am progressing?
• What new thing did I learn today?
• Which mistakes did I make and what can I glean from them?

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SOUL

Reflection 

Self-actualisation sits at the highest point on Maslow’s hierarchy. This is where we are reaching our full potential. To get to this place we need to understand our purpose, we need to understand why we are doing what we are doing. This requires time for reflection and remembering to keep asking the big questions of life, such as:

• What does long-term success look like for me? Am I working towards that today?
• What is my purpose; why am I doing what I am doing? What are my values?
• How am I developing and reaching my potential?

Mindfulness

Whether we call ourselves spiritual or agnostic, religious or atheist, there is plenty of evidence to show the importance of mindfulness and being thankful. Whether we are offering up prayers to a higher power or just taking time to appreciate the moment, there is room for remembering the now, as well as thinking about the future. Think:

• What am I thankful for today?
• How can I find more peacefulness today (for example a walk, meditation, or place of quiet)?
• How am I feeling right now? Take some deep breaths and scan your mind for anxiety and your body for tension.

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Keep watching the dials to manage your physical and mental health

I can testify to how painful it is to burn out. The good news is that it is largely avoidable, but we need to be proactive if we want to avoid crashing. It requires self-awareness, time for reflection and honest self-inquiry to monitor how we are doing and maintain a sustainable pace.

But it does not have to take long once you have identified the gauges you need to monitor. Take some time now. Think about your dashboard. What are the dials you need to watch? Which ones are in the red just now? What do you need to change? Adjust your speed and course now; don’t run the risk of crashing out!

Have you ever asked for directions in Nepal? You could get confused or frustrated if you are not aware of the cultural differences that affect this simple interaction. For example, if you ask how far it is to the next village it is unlikely that the person will point or give you a numerical estimate of the time or distance. In remote areas, it is more common to hear something along the lines of ‘not far’ and have the friendly local indicate the direction with a slight jutting of the chin. Half a day later, when you still have not arrived at the village, you might get annoyed.

But here the behaviour displayed reflects certain cultural differences. In areas where it might take several days to get to the nearest road – let alone the next town – it is a true belief that less than a day’s walk is not far. Also, because of the social rules, they would not want to be rude by pointing with a finger. And due to the values of hospitality and honour, they would not want to be discouraging (or assume that you cannot walk far) by saying it was a long way.

What is the cultural iceberg model?

So, as in the example above, behaviour can point towards deeper cultural meaning. The iceberg helps to visualise this. The iceberg model is a simple metaphor for describing organisational culture. An iceberg has less mass above the water (this visible part) as compared to the greater mass that lies below the surface (which is generally unseen). The main idea behind the iceberg model is that, in the same way as a physical iceberg, with any culture, there are obvious things such as behaviours that are visible, but there are lots of things hidden below the surface within a group or organisation driving these behaviours.

Who came up with the iceberg model? 

The iceberg analogy is first accredited to Edward T. Hall, an American anthropologist who specialised in intercultural communication and is best known for his book Beyond Culture published in 1976.

Gary R. Weaver, a professor of management, further developed the concept and started to apply this to corporate culture, ethics and values.

Why is culture described as an iceberg?

As mentioned previously, the iceberg analogy is useful as it helps us to remember that any behaviour we observe, can be due to various hidden factors. Within any team, the visible behaviours of individuals are driven by unseen beliefs, values, and mindsets.

What is culture?

In a larger, social context, Ting-Toomey (1999) defines culture as:

“A complex frame of reference that consists of patterns or traditions, beliefs, values, norms, and meanings that are shared in varying degrees by interacting members of a community.”

Or by Haggett (1975):

“Culture describes patterns of behaviour that form a durable template by which ideas and images can be transferred from one generation to another, or from one group to another.”

What is organisational culture?

Even though the definitions above are rooted in social geography they can be easily translated into the corporate world. Any group of people, even one that gathers for work, becomes a community. This vocational tribe will develop its own unique culture and that is what we generally mean by organisational culture.

One useful model of organisational culture is the Cultural Web. The Cultural Web (Johnson and Scholes 2001) incorporates aspects that have particular significance within the business and describes culture as being made up of stories, symbols, rituals and routines, organisational structures, power structures, and controls.

Cultures within cultures and cultural change

It is worth pointing out though that there be cultures within cultures. Not only does a specific company reflect the culture of its host country (and the makeup of its workforce), but even within a single organisation, there can be various sub-cultures.  For example, anyone who has experienced the divides between the front-of-house functions (e.g. sales, marketing, communications) and the more operational and less customer-facing areas (such as logistics, I.T. or finance) will know that there can be considerable differences (and rivalries) between these different teams.

Furthermore, culture is fluid. As with Haggett’s definition, culture is used to pass down ideas and norms between people, but with each generation or team, the culture evolves. One simple example of this is language, particularly the English language. Language is one of the most useful tools to understand a culture, but it constantly changes. There are about 800-1000 new words added to English dictionaries a year – that is about 15 new words every day. Suffice to say, no culture is static.

What is an example of organisational culture?

Whichever model or definition we use, we can see that culture becomes manifest in the visible and the tangible, namely language and behaviour. Every company, business or team demonstrates these, some in more obvious ways than others.

One culture I have a lot of experience with is the British Army. Militaries can be insightful examples of organisational culture. That is not to say that these cultures are necessarily good but that they are often obvious because militaries often have long histories and have developed aspects of their cultures in very visible ways.

Just take one aspect of the Cultural Web – symbols – by way of example.  Militaries love symbols! Few other organisations have such a love for flags, badges, uniforms, logos, and other symbology. And all of these symbols have some deeper story or meaning that is not necessarily obvious to the casual observer. Historically symbols have been highly visible as military symbols are used to project the idea of strength and power, as well as having other more subtle connections.

But every group has symbols to some degree, even if they are to portray different values. Even not having a uniform becomes a uniform. For example, I have worked with start-ups where if you are not wearing something ultra-casual you would be seen as ab-normal! This counter-cultural statement can start to reveal something about the beliefs of the organisation. Not wearing a uniform might communicate wanting to be seen as relaxed, non-corporate, cool, or cutting edge. It is only by exploring the other aspects of culture that you can reveal what these hidden values are.

Why does the iceberg model of culture matter?

This is why the iceberg model matters. The iceberg analogy helps us keep in mind that there are hidden beliefs and values below the surface and that what we experience on the surface – the behaviours, symbols, or language – all have some deeper meaning.

For leaders and managers, this knowledge is particularly useful when it comes to change management. Leading a team through any change programme will inevitably impact, or be affected by, the culture of an organisation.

Mergers fail when cultures are not integrated. I have even seen a new I.T. initiative fail – something as simple as introducing new software – because people underestimated (or ignored) the impacts of culture on the changes that people were expected to make. People need to understand why change is good or necessary. The why question is addressed primarily by the hidden aspects of culture: beliefs, values, and principles.

What is below the surface in your organisation?

So, to put the iceberg model into practice think about the team that you are in. Even if you work on your own, as a freelancer or self-employed, think about the organisation(s) you work with, your network, or even your own family; they all have their own culture. Ask yourself:

• What are the beliefs that drive visible behaviours?
• Which values inform decision-making?
• What are the principles that define how people lead, manage, or work together?

Understanding your own culture is the first step in effective cross-cultural communication. In other words, if you want to work with other organisations, or bring change within your own, then this self-examination and awareness are key. And if you want to find out more, there is more on this topic in the post: How to stop culture eating your strategy for breakfast.

I am fascinated by the concept of values and their different types; particularly how they affect our character, decision-making and leadership. The more I explore this topic and implement the lessons, the more I am convinced of the importance of understanding values at every level, from the individual to the global.

In my own learning journey, I have discovered the impact of knowing my core values and applying that to my life choices. As a coach, I have witnessed the transformation that exploring personal values can have; seeing people gain a deeper understanding of themselves and others.  As a leader, I have seen the impact of leading authentically, by my principles, and the transformation of groups into high-performing teams, when they properly understand and behave according to their shared values.

I have also witnessed first-hand the friction when people breach universal values on the international stage and the terrible conflict that results. Now, as we live through yet another terrible war in Ukraine, it is important to reflect on what these values are and how we should respond. Not only that, there are other crises, such as environmental change – wicked problems – that require a principled approach if we are ever going to tackle them.

An overview of what values are

This specific post looks at the different levels of values and brings together the differing perspectives, paradigms, and insights that I have shared in the most recent ten articles in my Leadership Unlocked column. This post provides an overview of the topic as well as embedded hyperlinks to help you explore in more depth any area that particularly piques your interest.

The different types of values

Firstly, we should ask the question, what are values? Among other things, values are principles, standards, judgements, beliefs, and priorities. They are things we give worth, a concept that is explored in How We All Worship Something (and Why That’s Important).

Broadly, values can be categorised into three types:

• Personal values
• Corporate values
• Universal values

These different types of values tend to overlap and have some commonalities but the way these values are expressed and prioritised is often subtly different at each level. These can be visualised as overlapping spheres or ellipses, as in the diagram below.

Different typoes of values and how they overlap

Let’s look at each type of value in turn:

Personal values

Personal values are the specific combination of values that best reflect our character and preferences. For example, these could be compassion, courage, honesty, or any number of other virtues. For me, adventure and inquisitiveness are core personal values.

Finding your personal values is an important part of self-awareness. As the Greek philosophers said, the starting point of wisdom is to know thyself. Self-inquiry is the start of self-improvement, as explained in Why Socrates is the Father of Self Improvement.

Our values reflect our sense of identity. If we are not true to our values we become inauthentic – an imposter – as explored in How to Smash Imposter Syndrome: Don’t Be a Job Title.

Understanding our personal values is also important in terms of mental health and physical wellbeing. Our values help us to gauge our performance and energy levels, as seen in Burnout Prevention: How to Monitor the Essentials.

And once we find our personal values, we become better at achieving things; we align ourselves to our values to achieve our targets. In other words, to achieve your aim you need to know and apply your principles.

But it does not stop there. We need to constantly re-examine our values. We change and our situation changes. These changes can cause misalignments between ourselves and these actions. This can lead to feelings of frustration and unhappiness, as I have experienced and shared in My Mid-life Crisis and How to Re-find Happiness.

Corporate values

Corporate values are the precepts we hold in common within a family, team, organisation, or people group. These are the principles that bind a group of people together for a particular purpose.

Many organisations have statements that include values such as integrity, creativity, and collaboration. These values should be visible in the behaviour of an organisation, as explained by the Iceberg Model of culture.

If organisations don’t take their values and culture into account then things can go very wrong, especially when they are implementing change programmes, as explained in How to Stop Culture Eating Your Strategy for Breakfast.

Universal values

Universal values are core virtues that transcend individuals, organisations, and national borders. Examples of these would include those enshrined in the United Nations Charter, such as peace, freedom, equal rights, and human dignity.

We often examine values through a very personal lens, and this is important, but this can often limit our ideas of success, both in time and level of impact. Values or virtues should help us define what achievement really means. This success goes beyond just us as individuals as none of us can live a life without interacting with and influencing others. Therefore, we cannot examine values in isolation. Personal values are nothing without the context of corporate and universal values.

There can often be a difference between how we try to sell ourselves – through our CV or on social media – and what really matters when we consider the perspective of universal values. What does success actually mean in this life? The author David Brooks challenges the question “what do I want from life?” and asks another question, “what does life ask of me?” This challenging idea is explored further in What is the Difference Between Eulogy Virtues and Resume Values.

How values can reveal your personal purpose

Here is another way to look at the three types of values (personal, corporate, and universal) intersect. This time we have three overlapping circles.

Where values overlap can give us insight to our purpose

Each of us has a unique expression of how and where these circles meet. When you have explored and understood each different sphere you should have a better idea of where and how the values overlap.

Why is that important? Well, this intersection can give us a great insight into the specific role we can play, and the special impact that we can bring to the world. We may not feel we can change the whole world, but we can certainly change our world; the environment and the community we live in. This opportunity, where our values align and can bring the greatest impact, can reveal our personal or life purpose.

So, what is that place for you?

What does adaptive leadership mean and where should you be as the boss? Should a manager get stuck in with the action of the team or is a leader best placed standing back and surveying things from a distance? In other words, should you be on the dance floor or looking down from the balcony?

I am quite a hands-on kind of person. I like to lead from the front, so it is quite easy for me to get stuck in the action. But I learned early on the importance of being able to take a step back. One event of note, that reinforced this lesson, happened on 25^th December 2001.

An unusual Christmas Day

I was the commander of the Incident Response Team as part of the NATO mission in Bosnia. My multi-national squad was comprised of medics, firefighters, bomb disposal experts, communicators, a helicopter crew and even a dog (who could sniff out mines). We were tasked with the quick response to any life-threatening incident that affected NATO troops; be that a mine strike, road traffic accident or bomb threat.

On that day, Christmas Day, I had been up early to deliver presents to my team. I then help to set up and serve Christmas lunch for the troops. After dinner I was looking forward to a lazy afternoon in my cabin, opening my presents received from back home. That was until there was a knock at the door.

I was not happy at being disturbed and was about to express this to the Dutch soldier at the door. But before I opened my mouth they blurted out “Someone has been shot! They are in the medical wing!”

A critical issue

I quickly put on my jacket and raced down to the medical facility and then on to the treatment room. I was met by a wall of people blocking the entrance and a cacophony of chatter coming from inside. It was impossible to see what was going on or to make out what anyone was saying. So, I grabbed one of the doctors I recognised and pulled them to one side.

I then proceeded to ask a series of questions such as what has happened? Who is the injured party? What was the severity of the injury? While talking about the nature of the gunshot wound the doctor mentioned that the casualty would need to be evacuated to another hospital in the north of the country. My brain raced. It was winter in Bosnia, we were in the hills, and there was snow everywhere; it would take too long by road. This led me to my next question: “has anyone warned the helicopter crew to get ready?”

My voice must have carried, as suddenly things went much quieter and many of the medics had turned to face me. The wide eyes told the story. Everyone had been too focussed on the immediate needs of the patient to think about what needed to happen next; they were too close to the action.

The Balcony and the Dance

The metaphor of ‘the balcony and the dance’ was devised by Ronald Heifetz, Marty Linsky and Alexander Grashow and is explained in The Practice of Adaptive Leadership (2009).

The idea is that a good manager knows when to get off the dance floor and head to the balcony for a better view. This different viewpoint – away from the movement and noise of the dancefloor – allows the leader to see the whole system, and identify patterns, problems and group dynamics. This perspective allows the leader to understand and best influence what is going on.

In the words of Grashow, Linskyt and Heifetz:

“To diagnose a system or yourself while in the midst of action requires the ability to achieve some distance from those on-the-ground events. We use the metaphor of “getting on the balcony” above the “dance floor” to depict what it means to gain the distanced perspective you need to see what is really happening.”

What is Adaptive Leadership? 

This balcony and dancefloor approach is part of being an adaptive leader. Adaptive leadership is defined thus:

“Adaptive leadership is the practice of mobilizing people to tackle tough challenges and thrive.” 

Grashow, Linskyt and Heifetz (2009)

 

At the heart of the Adaptive Leadership theory are the ideas of problem identification, seeing organisations as systems comprising of people, understanding the culture and values of an organisation, and working out how best to influence the system (people) toward a clear purpose.

These concepts are captured in the four groups or stages of activities for the Adaptive Leader:

1. Diagnose the system
2. Mobilise the system
3. See yourself as a system
4. Deploy yourself

Diagnosing the problem

Adaptive leadership starts with problem diagnosis. As with medicine, the diagnosis comes before action. If we want to solve a problem we first must ask, what sort of problem are we dealing with?

Here there are some other models and problem frameworks to help us. For example, the Cynefin framework helps us identify the nature of the problem, whether it is simple, complicated, complex or chaotic. Keith Grint’s model assists us in choosing which leadership style to apply given the type of problem, tame (simple) problems require management, critical problems require command and wicked problems need leadership.

Once the problem is diagnosed the leader can start to energise the system to solve it, and as the team starts to work, the leader moves from the dancefloor to the balcony, as required, to assess and manage progress.

Being in Flow

Once a manager is good at balancing paradigms – from the balcony or dancefloor – they can get to the point where they can maintain these two viewpoints conceptually, even if they are in the same place physically. As Grashow et al explain:

“When you move back and forth between balcony and dance floor, you can continually assess what is happening in your organization and take corrective midcourse action. If you perfect this skill, you might even be able to do both simultaneously: keeping one eye on the events happening immediately around you and the other eye on the larger patterns and dynamics.”

Grashow, Linsky and Heifetz

Or in the words of Keanu Reeves, “It’s Meta Baby!” Leaders in this state of flow can enter a quantum or non-binary state where they see both perspectives at once.

My experience of adaptive leadership

Achieving that sense of flow and dual perspective does not always happen, but I was in that state on that Christmas Day in Bosnia. From that moment of crisis onwards, I felt I had the pulse of the team and the situation, and we all moved purposefully towards our goal.

I am happy to report that we got the casualty on the helicopter and safely evacuated them to the hospital. While the casualty went into the operating theatre, my team and I flew back, back up the winding valleys of the Bosnian hills, towards our base. I distinctly remember sitting at the door of the helicopter, watching the sunset over the mountains, tired but smiling, knowing we had had a good day. We had fulfilled the ideal of adaptive leadership, in “mobilizing people to tackle tough challenges and thrive.”

What challenges can make your team thrive today?

So, in the challenges you face today, where do you need to be? On the dance floor or the balcony?

As a manager, where do you prefer to be? Do you need to be on the balcony a bit more to get a better leadership perspective? How can you get better at seeing both perspectives at the same time?

Whatever the challenge is, see it as an opportunity to thrive. Relish the adventure and have the satisfaction of seeing your team thrive while overcoming obstacles.