which we share with our clients.
Here are just some of the elements.
Where do values fit into culture? Well, values drive behaviours and decisions. Your behaviours, symbols and systems are the outward manifestation of what’s really valued by your organisation.
Craig Oakley, Airservices, Australia
Culture is do-able
Some people say that culture is too intangible to manage; but we don’t believe it’s any more intangible than your brand.
50 years ago, people didn’t know how to manage their brand. Today, it ‘s unquestioned that a well-managed brand adds value to the balance sheet.
During that time, the meaning of a brand hasn’t really changed. What has changed is our understanding of the brand management toolkit and how we can consciously, proactively and rigorously manage our brands.
At Walking the Talk, we’ve created a beautifully practical, easy-to-use system that enables you to produce the same results for your culture.
AchievementThe drive to get a result at any price. These organisations are disciplined, focused and accountable. They are fixated on the outcome.
Customer-CentricThe drive to fulfil promises to customers. These organisations live to understand and meet the needs of their customers. They design themselves from the outside in, putting the customer at the centre.
One-TeamThe drive to work seamlessly together to produce extraordinary results. In these organisations the individual is subsumed into an integrated whole that pulls together the best of everyone. One-team cultures have star teams, not teams of stars.
InnovationThe drive to get continuously better. These organisations seek perfection and are unhappy with anything less. They break the rules and create the new, believing that they can produce things that others have not yet even considered.
People-FirstThe drive to be the best place to work. These organisations invest in building talent because they believe that with great, engaged people they can achieve their goals. In a people-people first culture, companies create environments for their people that recognise their immense value.
Greater-GoodThe drive is to contribute to society in ways that will make it a better place. Organisations with a greater-good culture are purpose driven and see beyond current customer needs to consider the needs of the future.
How many organisations approach culture transformation or organisational change by waving a magical ‘process’ wand?: “We need to change everybody’s behaviour, so let’s create a new appraisal method / install a new system / give everyone a personalised values mug.”
And then, abracadabra … the behaviour doesn’t change.
The failure of purely processed-based solutions like these can give culture initiatives a bad name, making culture change seem unmanageable and downright impossible.
At Walking the Talk, we believe that genuine culture transformation operates beyond a new ‘to-do’ list for your organisation. You need to be operating on the layers that sit beneath what your business does in order to get the root of why your culture is happening that way.
We’ve found, time and time again, that by working on all the layers of your business through our BE-DO-HAVE framework, our clients can achieve lasting organisational change that’s fit-for-purpose.
You HAVE tangible outcomes in your business – your financial results, market share, reputation, customer and employee satisfaction levels.
These outcomes are the result of what you DO – the decisions, behaviours, systems and actions in your business. To HAVE different outcomes, you need to DO different things.
And people do what they do because of what’s going on at the BE-level. What people think, feel, believe and value causes them to choose certain actions. To truly manage culture, you need to be managing both the BE and the DO levels.
Let’s give an example.
A client wanted to change the culture to become more Customer-Centric. They embarked on an intensive training program across all their teams with a view to making customer interactions more effective. They were DOING a different thing.
The problem was that they had no positive shift in their customer satisfaction or retention scores. It seemed that a Customer-Centric cultural shift was un-do-able.
We got involved and conducted a cultural assessment. The work showed a core belief within the company: they knew what was best for the customer. It was an arrogance which was undermining their ability to build genuine customer relationships. Without tackling this mindset, the training was falling on stony ground, and the new culture could not take hold.
We worked with them to develop a mindset and behaviour pattern around curiosity and questioning, putting the customer agenda back into customer management and shifting the cultural patterns towards Customer-Centricity.
We’ve systematically incorporated the BE and the DO into our methodology to deliver lasting results for your business.
We prove culture transformation is do-able.
Shadow of the leader
With great power comes great responsibility. A leader, like a butterfly, can flap their wings and cause a hurricane
The power inherent in a leader’s position amplifies the impact of their ‘walk’ and ‘talk’ across the business. We call it the shadow of the leader and most leaders we meet underestimate the length and breadth of their shadow.
Leaders, it’s often said drive the culture, which drives results. True, but this alone is not sufficient to drive cultural transformation. Culture has to be actively led and managed.
The things that leaders pay attention to, the things that they encourage, and the things that they let just slip by, all send a strong message to people about how they ought to behave. This is your leadership shadow.
Building awareness and capability at the leadership level to understand the cultural reverberations of the leadership's shadow is vital for effective cultural transformation.