The
habits of outstandingly reliable people
Most
people are promises making and keeping machines! A typical
staff member will manage 2000 promises a year… minimum
(some many more)… plus they have to track the promises
other people make to them. Some deliver well on their
promises; others do not- yet reliable people are rarely
recognized
or directly supported.
Our
research has shown that very reliable people do things
differently from the normal staff member. A
few of the many findings:
-
They know how to promise well (the book describes the
ten secrets for making the perfect promise)
-
They spend much more time negotiating and agreeing the
parameters of a promise
-
They know how to say no without saying no- saying no
is not acceptable in many organizations
-
Without exception, they have systems to follow up on
less reliable people.
The
book maps out the work process outstandingly
reliable people use. The outcome: highly reliable people
can be ten times more productive than the typical employee.
Practical
things for managers wishing to
improve internal reliability:
-
Get a vocabulary for the different roles in making and
keeping promises
-
Learn how to diagnose a broken promise and evaluate
wastage using the promise pathway methodology
-
Train in good promising work practices.
Dismiss
the idea
that reliable people are boring… they aren’t…
to be highly reliable requires real creativity.
|