Before Shinya Katanozaka became President of ANA Holdings he came up with a genius idea. Allow the passengers to order breakfast, lunch and dinner whenever they pleased. Passenger surveys showed the clients were in full agreement. What the boss had not anticipated was that passengers would order the meals immediately on take-off, making it impossible to deliver on the promise. The plan was soon scrapped.
The point here is not about being willing and unafraid to try new things, in order to differentiate ourselves from the hoi polloi of the competition. That courage and motivation is exemplary. The real issue is that no one inside the ANA organisation told him the “Emperor Has No Clothes”.
When you have dynamic leaders, you often get the “success at all costs no matter what” dynamism, that comes as part of their personality package. They are mentally strong, persuasive, disciplined, hard working, intolerant of weakness, tough, masterful and basically a handful for everyone around them.
As leaders in Japan, one of our biggest fears is ignorance. We may come up with a genius idea that is actually rubbish. The age, stage and power hierarchy here ensures no one wants to stand out by “speaking truth to power”. Subordinates learn quickly that taking personal responsibility for anything is a risky business.
You become a powerful advocate for your own opinion, you are ace at debate, you can wrangle with the best of them to get your way. Hasn’t that been your formula for your massive success so far? Why change what is working?
If the people around us don’t feel the trust to speak up, without being decimated by our forceful personalities, then we will keep on building our ladder higher and higher, better and better up against the wrong wall
Listening to others is a new skill for most bosses, so it will take time to bed it down. The key is to slooooow down. To give our 100% concentration to the person in front of us. To really listen to them for a change.
We have built up a reputation of not listening, of being the bulldozer, of pushing through regardless and of being oblivious to dissenting opinions. This will not get turned around in a day. This is the work of months of effort. This must become the new behaviour change we need to install, if we want to draw on the full power of all the opinions at our disposal. Here is the real crunch point – we have to become more humble about the validity of our own judgment and experience. Got it boss?
