Episodes

  • 222 Customer Service Is Your Brand

    222 Customer Service Is Your Brand
    Oct 3 2024

    You really appreciate the importance of brand, when you see it being trashed. Companies spend millions over decades constructing the right brand image with clients. Brands are there to decrease the buyer’s sense of risk. A brand carries a promise of consistent service at a certain level. Now that level can be set very low, like some low cost airlines, where “cheap and cheerful” is the brand promise. Another little gem from some industries is “all care and no responsibility”. At the opposite end are the major Hotel chains. They have global footprints and they want clients to use them where ever they are in the world. They want to be trusted that they can deliver the same level of high quality. There are plenty of competitors around, so the pressure is on to protect the brand.

    When you encounter a trusted brand trash their brand promise, it makes you sit up and take notice. When I arrived at the Taipei WestIn Hotel check-in I was told there were no rooms ready. I asked when a room will become available. The young lady checking me in, tells me she doesn’t know.

    I ask her for the name of the General Manager. This is where it gets very interesting. Her response - stone motherless silence. Not one word in reply. Nothing! So I asked again. More total silence. I elevated the volume of my request to try and illicit a response. More pure silence. This low level of client service has now morphed across to the ridiculous zone. Finally I get a whispered “Andrew Zou”.

    So what am I thinking now? Wow, this Andrew Zou character is a lousy General Manager, because his staff are so poorly trained. There is no room ready for me and no indication of when it will be ready, so in that great Aussie tradition, I head for the bar and wait.

    Any number of things can go wrong with the delivery of a product or service. We all understand that. The problems arise when our client facing team members are not properly trained in how to deal with these issues. Hotels have guest complaints all the time, so they should be absolute gold medal winning, total geniuses at dealing with them. This would have to be a key area of training in that industry. The poor training is a direct result of poor leadership. If the leaders are working well, then the staff service levels will be working well.

    The Westin brand is global and I have stayed in a number of their properties in Asia. The Taipei property was killing their global brand and that is an expensive thing in the world of cut-throat competition amongst leading Hotels.

    From this experience, I realized that I need to be very vigilant about the service levels in my own company. Are we fully geared up for trouble, should it arise? How do we protect the brand across 220 locations worldwide? Can people get to me easily if there is a problem? Are we doing enough training in client complaint handling? The Westin Taipei leadership did a poor job. We should go back a take a long hard look at our own operations. We may be incorrectly assuming things are working, when they may not be functioning properly. We have to protect the brand at every touch point with the clients. That is the job of the leadership team, starting with the boss.
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    9 mins
  • 579 Leaders Embracing Change In Japan

    579 Leaders Embracing Change In Japan
    Oct 2 2024
    Is change good or bad? When I was promoted or received a big bonus, I liked the change from my previous situation. When the big boss changed at the very top, the person who hired me got fired the negative ramifications ultimately cascaded down the line. Eventually I had to look for another job and I didn’t like that change much. Often organisations go through major internal changes and the middle level leaders are expected to rally the troops behind the change. How do you do that if you don’t agree with the change or don’t like the change yourself? If you buck the system and refuse to follow the changes, then you are automatically identifying yourself as someone who has to leave the organisation and the machine will crush you. Change is such a tricky area for everyone, but it is so common in business. Markets change, clients change, supply chains change, currency rates change – the list is long. You would think that with all of these “normal” changes in business, we would all be excellent in adjusting to change. However, that is not true, is it? The status quo is so attractive to most of us because it is known and safe. We have been doing the same thing for quite a while and we are good at it. We are doing skilled work in the current formation and suddenly we are being asked to change and are being pushed out of our Comfort Zone. Japan, in particular loves continuity and no change, because all the risk has been shaken out of the system and what we are left with is the lowest risk alternative. As leaders we have to make a decision. If we fundamentally disagree with the new approach then we should find another place to work, where we can be happy and in agreement with the direction. The chances of us doing our best work there dramatically improve, compared to if we stay and conduct an underground personal resistance to the changes. Ultimately, we will be outed by an ambitious rival or subordinate and probably fired. If we are not willing to move companies, then we have to be willing to go with the new direction. Here is the issue – a half-hearted compliance isn’t going to work well. Our team members will feel the lack of commitment and enthusiasm to the cause. They in turn, will not rally around us as the leader and charge into the fire together. How can we make this change work within our small cog in the machine? The big bosses set the direction back at headquarters, but they can never get their hands dirty with the daily minutiae at our section level. That application piece is within our control. We may be buffeted by the winds of macro change, but the micro where we deliver the change is within our grasp. We have almost total control over how we do it. What we are feeling about the changes is no doubt being felt by the team members as well. Turning up one Monday morning as some mealy mouthed, apparatchik mouthpiece of the machine isn’t going to go down well. Cynicism is already rampart in modern society and this will push some people over the edge, as we try to order them about what they need to do. All we can expect is resistance if we take this road. How can we approach this to get everyone behind us and the changes? Rather than being definitive about how to make the needed changes, we need to have the “change” discussion with the team. In Stage One we need people to be able to air their concerns and fears and be taken seriously. Stage Two is where we move on to how we as a team can implement the change in our world. Getting from Stage One to Stage Two is no easy feat, because many will remain unconvinced and unmoved. They will want to keep going with the old way of doing things. For the “never changers”, we need to have private one-on-one discussions and have them make a decision about stay or go. If it is “stay”, then they need to be part of the team decision-making process and contribute to practical solutions to make this work in a way we can all live with the changes. Just telling them to “suck it up and get back to work” is always a bad idea. It communicates you are not important. We are saying, “I have three stripes on my sleeve and so you have to do what I say, because I am pulling rank on you”. They may in fact stay, but they will join the underground guerrilla movement against the changes. We will wind up fighting each other internally when we need to form a united front against our competitors in the market. We need converts not resisters. So as the leader we need to get the discussion out in the open and get team ownership of the way forward. Maybe we all have to hold our noses against the stench of the changes, but we will hold them together and find a way through.
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    11 mins
  • 578 “Ichi-Go, Ichi-E” (一期一会) Cherish The Moment Leaders

    578 “Ichi-Go, Ichi-E” (一期一会) Cherish The Moment Leaders
    Sep 25 2024
    This Japanese expression “Ichi-Go, Ichi-E” (一期一会), linked to Zen, focuses on transience and can be translated as “one time, one meeting” or “treasure an unrepeatable moment”. It is often closely associated with the Japanese tea ceremony, which is certainly never a hurried affair and the devil is definitely in the details of how the ceremony is conducted. Contrast that with our modern leader life in business. We are constantly in motion, always time poor and harassed for 24 hours a day by an avalanche of emails. We migrate from one meeting room to another, confronting an endless assortment of meeting details. We have many agendas in our minds when we meet people and our shrinking concentration spans make a lot of what we do a blur, bereft of reflection. This is a poor contextual background for dealing with people. Being so time challenged, we are constantly cutting corners and shaving off minutes to try and get it all done. Being “efficient” with people is a bad idea for leaders, but often once we are on a roll, that efficiency bug takes us over. The Ichi-Go, Ichi-E idea is that we treat each moment of interaction as special rather than just serial. If our team members felt that we were treating them individually as “special”, their engagement levels would be at very high levels, in what is increasingly becoming a tech driven, impersonal world. But often we are galloping too fast on horseback to smell the flowers, as we fly by. If we break each staff interaction down to a single defining unit, we will change the pace we interact with people from busy and tormented, to calm and caring. I remember a terrific example of Ichi-Go, Ichi-E by Ian Mackie, my old boss at Jones Lang Wootten In Brisbane. It was after 6.00pm one evening and I was sitting in his office having a discussion about a deal, when one of the secretaries was walking past on her way home and she popped her head in the door to say something to him. In those days Directors were like Gods compared to humble secretaries in that hierarchy. Yet Ian stopped what he was doing and he gave her his complete and entire attention for that one moment. He was showing his respect for her as a person, and it was a powerful experience for me to see how he handled that encounter. Often, as the boss, we don’t show enough respect because we are rushing, preoccupied with what we need to get done and our people can become cogs in the fly wheels of our business. Like Ian, we need to slow it down to a stop. Focus on the person to the exclusion of everything else, stop our brain for racing ahead and give that person our full attention. It sounds easy to say, but actually doing it is very difficult. We are usually caught up in the moment of what we want and what is important to us. We are perpetually rearranging things to suit what we need, when we need it. I am the first one to raise his hand as guilty of trying to do too much, in too short a time and just constantly cramming stuff into my day, such that my interactions are very “businesslike”. That is not a great idea when we are dealing with people. Ichi-Go, Ichi-E as a concept, reminds me to stop doing that and instead treat every staff interaction like a treasure. Once I switch my mindset to that “treasure” construct, then everything changes, especially around my time allocation. Just mentally slowing down while I am speaking to my team member, allows me to be more considerate, less selfish and self-centered. Instead of being “me focused”, I can switch to being “them focused”. I can ask about things that are important to them, rather than making sure that brief conversation is all about what is important to me at that moment. I have learnt to stand my keyboard up, so I can’t use it, when one of my team comes to me to talk and this helps me to focus my eye contact on them. I was reminded of how important this is when I visited a doctor here recently. The head of the clinic was sitting slumped in front of his screen and typing when I entered his office, he didn’t greet me, didn’t even look up at me and kept his face toward his computer keyboard and screen. Frankly, it was unbelievable, especially in this modern age. It made me feel unimportant and irrelevant. This is how we make our team members feel when we don’t stop what we are doing and don’t focus on that one moment with them. So, from now on, remember Ichi-Go, Ichi-E and practice treasuring every interaction with the team members and build their engagement and commitment one meeting at a time, one person at a time. Do this instead of rushing through life in an often meaningless and unfulfilling scramble. People do make the difference and how we treat them is what stands us apart as the leader and how successful we are in that role.
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    11 mins
  • 577 Seven Points For Leaders When Giving Talks

    577 Seven Points For Leaders When Giving Talks
    Sep 18 2024
    Recently, my social media has been full of short videos of various politicians and supporters giving talks at the Democratic National Convention. It always begs the question for me about what are we doing as leaders in business? We have the same goals. We want our message to be heard and to be convincing. The difference is, I am sure, all of these speakers have been well coached and have been practicing hard for their moment in the spotlight, given a global audience of massive proportions. In business, we have our own team at our Town Hall or perhaps an audience at a business conference or maybe a small Chamber of Commerce gathering. Actually, it doesn’t matter about the venue, because skill is skill, image is image and credibility is credibility. I was reminded of this when one of my son’s friends complained about the organisation’s leader, when he has just joined the firm after graduating from varsity. Being at the very bottom of the pile, young people are there to stay quiet and listen to their elders and betters. The issue though is, they are not stupid. In this case, the top person was a poor speaker and so the new entrants first thought is, “have I made a mistake?”. They worry that this company isn’t as good as they imagined it was. If the top dog, the “face” of the organisation is a dud, then maybe the whole artifice is a problem too. As business leaders, it would be rare that there is a lot of effort put into the talk preparation beforehand. Smart, successful, assured people are confident about winging it. The problem is we can become excessively confident over time and neglect the basics. Here are seven points to reflect on when giving your next business talk to ensure you do a much better and more credible job. 1. Rehearse. This step is always the victim of tight schedules, but the downside of neglecting it serious because our personal and professional brands suffer. Even if it is a minimalist approach on the prep front, at least do a run through before you launch forth in front of your listeners. Remember they are judging you and your firm, on what they see you do. 2. Eyes. Make eye contact with your audience. I don’t mean the usual fake eye contact, where the speaker dramatically scans the crowd but in fact doesn’t look at any one person. I mean hard core, full on, six seconds of riveting eye contact, with as many people as possible, but delivered one by one, maintained over the entire course of the talk. Our listeners need to feel we are speaking directly to them and that we want their 100% attention. Six seconds is enough to engage them without pulverising the audience into submission and coming across as being too intrusive. 3. Face. We make the mistake of thinking that our slides are the most powerful visual tool in our armoury. Not true. Our face shines through much more brilliantly and powerfully. Our facial expressions are absolute commanders of nuance, meaning and impression. Many business speakers remind me of Noh masks, which are frozen in carved wood with only a single countenance. Don’t be like that. We need to use our face to amplify the emotions – belief, sincerity, empathy, care, humanity - behind our message. 4. Voice. I noticed that many speakers at the Convention were loud, loud, loud all the way through in their speech. They were trying to speak powerfully, to inspire, to motivate. That is all very well but modulation is a critical piece for really being heard. It allows us to amplify certain words and phrases, such that they stand above the other words placed around them. Dropping to a whisper, after bellowing away in your talk, is the ultra power play in messaging. That contrast pinpoints everyone’s attention to what we say next during the whisper and that is what we want to have happen for the key points in our talk. 5. Gestures. They are another amplifier. Fifteen seconds is the maximum length for holding any gesture, before it becomes stale, dull and lifeless. Eye power combined with voice power, combined with a powerful gesture is an unbeatable combo when speaking. I see so many CEOs speaking with a vice like grip on the podium and thereby denying themselves the opportunity to use gestures to strengthen their key points. It is a big mistake. When I have a podium, I purposely stand back from it, so that my hands are not tempted to touch it. Be careful with podiums, because there seems to be a magnetic facility drawing our hands to grab it and hold on to it, so it won’t escape. 6. Pause. We saw many good examples at the Convention of the better speakers employing pauses. These allow us to differentiate between what we have just said and what we are about to say. We create a small break, before we say the next thing. That small gap allows the words to be heard ...
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    14 mins
  • 576 Twelve Steps To A Win-Win Conflict Resolution Part Two

    576 Twelve Steps To A Win-Win Conflict Resolution Part Two
    Sep 11 2024

    Twelve Steps To A Win-Win Conflict Resolution Part Two

    We have looked at some of the steps in Part One, so let’s continue with the last six elements.

    7. Deal with facts, not emotions

    In sports, as I have noted earlier, we say “play the ball, not the man” and in business we need to look at problems, not personalities. This sounds fair enough, but it is not easy to do. We may find we are attacking the person, their ideas and opinions rather than looking at solving the problem. Maybe we don’t like them, their manner, their attitude, their values, their style of speech, their rivalry. That situation is unlikely to change in a hurry. They won’t become our best buddy any time soon or ever.

    Nevertheless, we have to work with them and overcome this conflict. We need to switch over to “outcome focus” and logic. This will take the personalities component out of the equation and help us get to an agreed solution faster. We bite our tongue, swallow our bile, gird our loins and get on with it, regardless of how irritating they are. In these situations, I keep telling myself, “Greg - big picture, big picture”.

    8. Be honest

    Politicking, game playing, one upping are all well known in business, but stay away from these pursuits. Focus on the reason everyone is working hard in the company. Remind yourself what we are we trying to achieve relative to our competitors. We need to come back to the basics of the vision, mission, and values.

    Dale Carnegie’s human relations Principle Number Seventeen is useful here: “Try honestly to see things from the other person’s point of view”. Strip out the emotion and be objective about their viewpoint. We also need to see our own perspective equally in an honest way. Why do we hold our view? What is really driving our position?

    9. Present alternatives and provide evidence

    Compromise is the assembly of other means of solving an issue. Things that make sense and are workable are very hard to argue against. Concessions in non-core areas should be made to build trust and the cooperation muscle. Look at options in terms of the other side’s interests. When promoting your own ideas, make sure these are backed up with strong evidence, so that they are easy to agree with and hard to argue against.

    Opinion is terrific, but it is just an opinion. Data can contradict opinion in a way which is more acceptable than simply arguing the toss. Storytelling is the most effective way to introduce data. Wrap the numbers up in a story and you will be heard.

    10. Be an expert communicator

    Communication skills are essential to finding resolution to points of difference and can be done in a way that the relationship is maintained. Really listen to the other side. We often think we are listening, but actually inside our brain, we are formulating what we will say next and so are not really taking in the other side’s points. If you find yourself jumping in, finishing their sentences, or cutting them off when they are speaking, stop doing that. Hear them out.

    Hold your points instead of being in a rush. We are rarely short of time for the discussion. Often our counterparty in the conflict feels they are not being listened to, treated fairly or taken seriously. We can do all of those things by just remaining silent and letting them talk. After they stop, feeding back that we have understood them is a good habit to develop.

    By letting them talk, we may find out some additional information or angle we didn’t have, which can change our perspective on the situation and lead to a resolution. Just bullying the other person with our opinion doesn’t lead to this type of win-win outcome.

    11. End on a good note

    Win-win means feeling like we all did well. Shake on it, agree the next action steps and milestones. Nominate who is responsible for what and how progress and success will be measured. Also decide how further disputes which may arise during the execution phase will be handled.

    12. Enjoy the process

    Companies benefit from having a range of views and diverse experiences when it comes to solving problems. The process of resolving disputes educates us on how to see things differently and to entertain other ways of doing things. We can often build stronger relationships having gone through this type of dispute resolution because we have come to know and understand each other much better than we would have otherwise.

    Resolving conflicts is not easy, but most people pour their energy into winning the conflict rather than trying to find the win-win. The latter is the better option every time if you want to win in the market. Fighting amongst ourselves makes no sense, and we can do better than that. These 12 steps will get us pointed in the right direction.
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    12 mins
  • 575 Twelve Steps To A Win-Win Conflict Resolution Part One

    575 Twelve Steps To A Win-Win Conflict Resolution Part One
    Sep 4 2024
    “Remember that other people may be totally wrong, but they don’t think so”. This quote from Dale Carnegie sums up the problem. All those other people we have trouble with had better fly straight. All they need is a better understanding of why they are wrong and we are right. By force of will, strenuous, sustained argument and politicking, we will win the day. Or will we? Actually, getting a clear win in internal conflict situations is rarely the result. Battles may be won, but wars are lost. Energy that should be directed at the competitors is instead turned loose on our own team members, to no good outcome. We need to be able to deal with internal conflicts in a way that resolves the issues in a positive way. Not so easy! Conflict is with us everywhere, every day. That is the nature of the human condition. We have different desires and thinking. Some conflicts can be very low level and minor and we continue to cruise through the day. In other cases, however, it becomes a lot more problematic. In any organisation, when the machine is fighting against itself, progress becomes suspended. Instead of concentrating on beating the other guy, we have suddenly become locked into an internal battle against ourselves. In large firms, these can be driven by powerful personalities thrusting themselves forward to get to the top. They bring their divisions with them into the fight and a lot of energy and time is wasted dropping large rocks on our own feet! We need to see the bigger picture here and look for how we can marshal our strength, access the diversity in our ranks and maximise the creative possibilities rather than concentrating on the battling ourselves. People tend to gravitate toward extremes. They either fold and don’t stand up for what they feel is right or they try to bulldoze everyone else and make them bend to their will. If we want progress, we need a better way forward, achieved through compromise and collaboration. In Part One we are going to cover six fo the twelve Win-Win steps we can take to turn things around. 1. Have a positive attitude Our attitude is a big factor. If we shift our thinking to how this conflict situation can be converted into a learning and growth opportunity, we will have more success. Easy to say, but not so easy to do! We have to step back from the fray and think about the bigger picture. Our rivals are not dead, the market ignores our internecine feuds, and clients don’t care. How can we afford to be focused inwards when there is so much happening on the outside of the organisation? We have to become positive we can put the conflict into context and deal with it on that basis. 2. Meet on mutual ground Find a neutral location to remove all the residue of the past from the front of your mind. Meeting rooms are rarely the best choice for a meeting when we are in conflict with someone. There is a formality about the situation, which can hinder gaining the flexibility we need to resolve this disagreement. Go outside to a coffee shop or meet over lunch and try to “change the air”. Find a mutually agreeable time when you won’t have interruptions. Turn the phones off and give each other the time to be understood. Don’t try to deal with complex conflicts over the phone, online or by email warfare – always, where possible, do it face to face. 3. Clearly define and agree on the issue We might be arguing at cross purposes, so let’s clarify precisely what the real issue is and concentrate on that. If it has many facets and is complex, let’s break it up into component parts. Attach priorities and start with the most pressing core issues. Misunderstandings based on language usage happen all the time. We need to agree on the thing at stake in a way which both sides understand. You meet people who are hard to understand. Their way of expressing their thoughts is unclear to us and we struggle to get their point. We need to get clarity on what we both mean and what we are worried about. 4. Do your homework Think about the issue from the other side’s perspective, as well as from your own. Normally, we don’t do this because we are fully focused on ourselves, what we want and why we want it. Some points are must haves and some are nice to haves – let’s be very clear about which is which. Also, at the very start, define your BATNA or Best Alternative To A Negotiated Agreement – basically your walk away position. There may be no way to resolve the conflict and we have to push it up the hierarchy for resolution. This is usually not appreciated by the big bosses. They expect us to thrash it out amongst ourselves and let them concentrate on their own work. 5. Take an honest inventory of yourself You know yourself. You know your own “hot buttons” that need to be reined in. Are your feelings leading the charge or is your brain determining how this should progress? Being told “no” is usually a powerful trigger for the adrenaline...
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    12 mins
  • 574 Resolving Internal Conflicts In Japan

    574 Resolving Internal Conflicts In Japan
    Aug 28 2024
    Business is more fast-paced that ever before in human history. Technology boasting massive computing and communication power is held in our palm. It accompanies us on life’s journey, 24 hours a day, seven days a week, everywhere we go. We are working in the flattest organisations ever designed, often in noisy, distracting open plan environments. We are also increasing thrust into matrix relationships with bosses, subordinates and colleagues residing in distant climes. We rarely meet them face to face, so communication becomes more strained. Milestones, timelines, targets, revenues, KPIs are all screaming for blood. We are under the pressure of instant response and a growing culture of impatience. If our computer is slow to boot up, or if a file takes time to download, we are severely irritated. Twenty years ago, we were amazed you could instantly send a document file by email from one location to another. Oh, the revolution of rising expectations! Imagine our forebears who, when working internationally, had to wait for the mail from headquarters to arrive by boat and then would wait months for the reply to arrive there and then more months for the subsequent answer to come back. Super slow snail mail ping-pong. Life was a wee bit more leisurely then and people had a lot more independence through necessity. Not today. We want it all and we want it now baby and look out anyone who gets in our way. We have unconsciously designed a system guaranteed to produce more conflict in the workplace. We can break the conflict touch point issues into five categories for attention. 1. Process Conflict. Is this what we are dealing with? Processes are required by managers to do their job and by Compliance to protect everyone. Sometimes the process can be very directive, constrained, and inflexible. When times get tough, a lot of processes get screwed down very hard. When things improve, they are still left like that even though they should be loosened off. They no longer fit the circumstances we are facing at the coal face. Let’s calculate how much process control we have in this particular case we are facing? We need to analyse the root cause of the problem and talk to the process owner. They may not be aware this is causing problems for others down the food chain. We need to diplomatically raise it with them, get agreement it needs to be resolved and to get their ownership, come up with a joint action plan to fix it. 2. Role Conflicts. These easily arise in flat organisations. Turf wars can be legendary, as ambitious individuals duke it out internally for promotions, power, and control. Where are the boundaries of authority, accountability, and responsibility? Besuited corporate pirates try to board us and have to be seen off. What is our perception of our own role in relation to others involved in this issue? We can’t expect others to be making the effort to clarify our role, so we have to take the lead. This is hard, but we have to be prepared to change our perception of what our actual role is. We should take the macro view and see where we need to be flexible around our perception of our own role, to make sure the organisation is moving forward. Role clarity is critical and must be clarified, or confusion can reign. This fix may require some changes and we have to see change as an opportunity for growth and improvement (easily said!!!). 3. Interpersonal Conflicts. These are the tough ones. We are confronted by the actual actions, behaviours, words as well as the reported versions from others around us. There may be some prior negative history there clouding our vision. We need to take a step back and ask, “to what degree are my personal biases and prejudices affecting this relationship”. Also, are people around me telling me things to suit their own agenda and stirring me up for no good reason? Sycophants and corporate politicians see internal conflict as an opportunity and a ladder for themselves. They are keen to create trouble for us and a leg up for them. There are key things we can do to improve the situation and we usually know exactly what they are, but actually we don’t want to do them. However, we have to commit to making those changes, as difficult and painful as that may be. Don’t hold your breath waiting for the other person to change – take action yourself. This may mean having a direct conversation with your counterpart on the issues. Before you do that, though, forget about what you want for the moment and put yourself in their shoes. Reflect on how you would see the issue from their perspective. This will make it easier to have a successful one-on-one conversation. 4. Direction Conflicts. These arise when the path forward is unclear. Companies are not always excellent in informing everyone, at the same time, about what needs to happen. Working at cross purposes is both expensive and damaging. Check that you are, in fact, clear yourself on the organisation’s ...
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    13 mins
  • 573 What Is “Enclothed Cognition” And Why Does It Matter To Leaders in Japan?

    573 What Is “Enclothed Cognition” And Why Does It Matter To Leaders in Japan?
    Aug 21 2024
    I saw a video recently from Rampley and Co in the UK featuring Caryn Franklin, a Fashion and Identity Commentator, talking about something called “enclothed cognition”. When I saw her work title - Fashion and Identity Commentator - and the reference to psychology, I was dubious. I was thinking, “here we go, more psychobabble”. She referenced a psychology study by Hajo Adam and Adam Galinsky, published in the journal of Experimental Social Psychology in July 2012. They looked at the “diverse impact that clothes can have on the wearer by proposing that enclothed cognition involves the co-occurrence of two independent factors - the symbolic meaning of the clothes and the physical experience of wearing them”. In short, the influence of clothes depends on wearing them and their symbolic meaning. For the leader, this means to me that what I choose to wear impacts how I feel about myself and how I am perceived by those around me. For men in business in Japan, if you are a white-collar worker, that means wearing a suit. If the choice of suit and all the other accoutrements like shirts, ties, pocket squares, cufflinks, watches, shoes, etc., are important, how much thought do we normally put into it? We all know old sayings like “dress for success” and intrinsically, we get it. Wearing a suit like a slob, with food stains on the tie and down at heel, scuffed shoes, is sending a message about our own self-worth and our professional brand to the public. On the other hand, if we wear a well-cut suit, with an overall smart appearance, we feel more confident and more capable and the research bears this out. If this is the case, then should we be better educated about what we are wearing? When I moved from being a Griffith University Modern Asian Studies Ph.D. candidate to graduating and getting my first real corporate job, I had no idea what to wear. I never saw my father wear a suit to work and I didn’t grow up with any concepts about men’s classic clothing. Brisbane is a hot and humid climate, so generally, everyone dressed for the weather and I did too. One small blessing was that I had the self-awareness to know I was clueless. I went to see Mitchell Ogilvie, who at that time, had his men’s clothing store in upper Edward Street in Brisbane and it had the dark wood panelling, leather chairs and was very swish. I explained that I was about the start work at Jones, Lang, Wootton, but had no appropriate clothing to suit the work. Mitch assured me he was dressing many of the Directors there, so he knew exactly what I needed to buy, to blend in. He did a good job (thanks Mitch) and I always felt I was one of the better dressed employees there and this helped my confidence and how I was regarded. Around that time, the Prime Minister of Australia became Paul Keating from the Labor Party. He, like me, grew up in modest circumstances and yet he managed to get the highest position in the land. I read somewhere that unlike his predecessors, he didn’t wear suits made in Australia, but wore Italian suits by Ermenegildo Zegna. When I would see him on television, in the Parliament, giving speeches, he always looked very sharp and better dressed than his Tory political opponents. I decided I would wear Zegna suits too and have been a client for thirty years and their size 52 fits me like it was designed for my body. It gave me confidence, even when I was out of my depth, that at least I looked like I knew what I was doing. Had I ever planned my wardrobe with my personal brand in mind? Not really. I had just accumulated suits over the years, especially when travelling to Italy on holiday. I would wear them out and simply buy a replacement. Over the last decade, I have started to add more custom suits and have started to think more about what I am wearing and why. I wish I had done this much earlier, given the psychology of how you feel based on what you are wearing and how people regard you professionally, regarding your public brand. I often get compliments about how well I am dressed and earlier this year I started a blog on social media called “Fare Bella Figura – Master First Impressions, Be A Sharp Dressed Man”. I was highly hesitant to launch it, because I had never seen a businessman like myself, completely unrelated to the clothing business, talking about what he was wearing and why. The premise was that people make snap judgments about us, based on how we look, before we even get a chance to open our mouths, so why not do more to control that first impression? At that time, I wasn’t aware of this research by Adam and Galinsky, but instinctively felt what I would choose to wear was impacting my confidence and my image with others before I had a chance to speak with them. If it makes a difference, as leaders, we need to make the most of this opportunity to increase our strength internally and externally, vis-à-vis our business rivals. It ...
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