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The difference between leaders is ears. Good leaders not only ask good questions, but they actually listen to the answers.

Ask people in your organization: "What does our organization REALLY reward?" Listening to the answer may help you achieve marked increased in results.

Rewards and punishments make up the drive shaft of any organization. But my experience of working with thousands of leader during the past 21 years reveals that most of their organizations reward the wrong things.

Such organizations may pay lip service to rewarding people for what is viewed as the right things: getting results, getting the right results, getting the right results in the right ways. But what they may really reward, often in terms of promotions and job perks, are such things as the care and feeding of top leaders' egos, political conniving, tyrannical leadership ....

Here is a way to transform wrong rewards into right results.

(1) Ask people in your organization what your organization REALLY rewards. The answers may surprise you. But don't get caught up in those answers. Don't make value judgments. At this stage, you are just an observer. Simply compile the list.

(2) Gauge each item on the list against results your organization really needs. Does it help get results? Does it detract from results?

Do it this way: Pick out a single item from your list. Describe the problem in the item and identify who controls its solution. Execute a "stop-start-continue" process. What reward do you stop, what do you start, and what do you continue?

You'll get results, but don't expect overnight success. Not only are many of these wrong rewards ingrained habits but changing them seldom achieves quick results. Still, keep asking, What does my organization really reward? In the long run, when tackling the challenges that comes with listening to the answers, you'll be getting more results as well as sharpening your leadership skills.

(3) Ask, "What does your leadership really reward?" When your leadership rewards the wrong things, you're getting a fraction of the results you're capable of. However, since we see the faults of others more clearly than our own, it may be more difficult identifying and dealing with your own issues rather than your organization's.

Do a 360 degree assessment. Select a single item from the list and apply the start-stop-continue process. Don't simply eliminate the item. Such items can be grist for the results mill. Identify the problem in the item then have the solution be a tool that gets results.

Guaranteed you will get results. After all, you are eliminating a negative aspect of your leadership and replacing it with a results-producing one. When you make this a long term endeavor — going from item to item — results will come to you in new and often unexpected ways.

(4) Encourage the people you lead to question the rewards aspects of their own leadership. Be aware of their reactions to your encouragement. Do they see the questioning as meaningful to their jobs? Do they want their colleagues involved in such questioning? Do they want to have senior management question their own leadership?

If people want the questioning to be a regular part of their daily work, continue it. If they feel it has little value, call a time out. After all, if people believe they are powerless to change things in the organization, seismic questions like this will only frustrate and anger them, creating a hot house environment for cynicism to flower.

As you go forward:

--Cultivate among the people a common, self-reinforcing fervor for the questioning. Don't force things. Be an observer and a supporter. Observe their reactions to the questioning and support their efforts to make it succeed.

--Encourage the development of networks of people taking the initiative to engage in the questioning together.

--Now and then, and especially in the beginning, set aside special times and places to have them focus exclusively on such questioning, making sure they continually link the answers to getting increases in results.

--Keep that linkage alive. This is not an academic exercise. It's not meant to simply have people feel good or, on the other hand, vent their frustrations. It's sole objective is to get MEASURABLE INCREASES IN RESULTS. If results are not forthcoming, have people refocus on the need for the questioning; and if you still are not receiving results, curtail or even eliminate it for awhile. You can always reactivate it when the time and the environment are more conducive to having it succeed.

--Avoid having the process deteriorate into name calling and finger pointing. The idea is not to use the questioning to get the goods on people or as a platform for emotional outbursts against the organization but instead for what it is meant to be, a powerful tool to get more results continually.

Mind you, people shouldn't be spending inordinate amounts of time on the questioning. Nor should it be seen as a major, discrete effort, like an operations or marketing program. Just the opposite: It should be a natural part of everybody's leadership activities. Constantly asking, Are we rewarding the right things? should eventually come as second nature.

2005 © The Filson Leadership Group, Inc. All rights reserved.

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PERMISSION TO REPUBLISH: This article may be republished in newsletters and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link. Email notice of intent to publish is appreciated but not required: mail to: brent@actionleadership.com

Eileen Chen

To listen to the interview, click on this MP3 file link

DISCUSSION: Interview Time Index (MM:SS) and Topic

Eileen, you have a promising history of significant impact and contribution to society, the community, education, research and the ICT industry as an undergraduate. Thank you for sharing your experiences and insights with our audience.

:00:43:
Tell us more about yourself?
"....I am a junior from New York City in the Schreyer Honors College majoring in information sciences and technology and minoring in Supply Chain and IST at Penn State....I am currently a research assistant for the College of IST (specifically working with the Center for Enterprise Architecture)....The research I am doing is helping me develop my honors thesis about applying EA (Enterprise Architecture) to supply chain planning and design...."

:01:40:
Which honors are you particularly proud of and why?
"....I am really proud to have received the David Suarez Memorial Scholarship for my last two years of college....He is the kind of person I aspire to be...."

:02:20:
One of the big challenges in the industry right now in ICT is getting diversity, especially a higher penetration of women into the field. What prompted you to get into computing?
"....I think my love for technology stems from my amazement of how it is always changing and growing and it could be used to benefit so many aspects of life...."

:04:02:
Can you share your experiences with THON and what is it?
"....THON is short for the Penn State IFC/Panhellenic Dance MaraTHON, a year-long effort to raise funds and awareness for the fight against pediatric cancer. It is also the largest student run philanthropy in the world and we’ve currently raised more than $78 million for The Four Diamonds Fund at Penn State Hershey Children's Hospital. I am currently a technology captain as a developer for THON.org....I am also an administrator for an organization called Bee House - an organization that my friends and I started in our freshman year and we solely fundraise for THON...."

:05:27:
How are you passionate about community service?
"....I just love giving back. I was fortunate to have had a happy childhood and blessed with great family, friends, and education....I see social inequality in the world and I think everyone deserves a better quality of life, especially children...."

:06:08:
Tell us more about your current studies and how you will apply this knowledge into industry?
"....Our IST courses are very group based and I think that's a really great way to learn not only the material but to learn how to act on teams. What I probably learned the most was how to learn, communicate, work with different people and how to analyze problems creatively...."

:07:34:
What value will you deliver through your honors thesis?
"....I am doing my honors thesis on applying enterprise architecture with supply chain planning and design. I hope to eventually map the SCOR model with the TOGAF model....EA can be used for anything and my job is to see how that idea would fit with supply chain...."

:08:27:
Who are the originators of the 2 models that you talked about?
"....SCOR (Supply Chain Operations Reference) was developed by the Supply Chain Council and TOGAF (The Open Group Architecture Forum) is produced by the Open Group...."

:09:09:
What value are you providing to FEAPO (Federation of Enterprise Architecture Professional Organization)?
"....I am currently working with FEAPO's communications committee....I hope to help support FEAPO's goals by promoting FEAPO...."

:09:41:
You are an honors student and you have a lot of additional activities and responsibilities you've taken on, how do you find the time?
"....I think that's my biggest challenge. I think it's very important to time manage everything....and knowing what you can and cannot do....Everything that I am doing right now are things that I am extremely passionate about...."

:10:54:
What are your top challenges and opportunities?
"....My top challenges are all about time....Greatest opportunities: Getting involved with so many wonderful things that has helped me grow professionally and personally....Meeting so many great people....Being able to just enjoy life...."

:11:45:
How will you accomplish your top goals and how will you measure success for each of these goals?
"....I measure success by how happy I am with each goal. If I feel like I'm doing the right things and I like what I'm doing and where I am going I think I'm pretty successful at those things...."

:12:11:
In your current research and studies, what are your top 3 challenges and top 3 opportunities? How will the challenges be solved and the opportunities be actioned?
"....Top 3 challenges: Learning both enterprise architecture and supply chain in deep levels with such a short amount of time....Finding the information I'm exactly looking for....Putting it all together....The opportunities: Become really knowledgeable about EA and supply chain....Find out new things while doing my research....Learning how to organize and communicate a lot of information in one document..."

:14:12:
Describe three areas of controversy or much discussion in the areas that you research and in your studies.
"....First and second, many people don't think TOGAF or SCOR is very useful....Third, EA cannot be specifically defined...."

:14:45:
You are still in your undergraduate years but you are starting to get a sense of what's happening through social media and all the innovation that's occurring worldwide. If I were to ask you to make some predictions what would they be? For example for IT practitioners what specific technologies should they embrace today and into the future?
"....I think IT practitioners should embrace enterprise architecture....I think EA has so much to offer to the whole of the organization and more people should get involved with it....Also Cloud computing...."

:15:38:
What specific technologies should businesses embrace today and into the future?
"....Embracing EA and cloud computing...."

:16:12:
What are your thoughts on computing as a recognized profession like accounting, medicine and law, with demonstrated professional development, adherence to a code of ethics, and recognized credentials?
[See www.ipthree.org and the Global Industry Council, http://www.ipthree.org/about-ip3/global-advisory-council ]
"....We already have knowledgeable students with great potential to change the IT world. It could really help them go farther knowing that they are in a valued and respected field that has the structure for them to implement their ideas...."

:17:07:
Eileen shares three stories from her research, studies and societal contributions.
"....It's amazing to see the amount of potential in younger people because they are going to be our future and they are starting to be charitable at such a young age...."

:20:21:
What do you do for fun?
"....Traveling and learning new things….Eating all different kinds of food and cooking....Playing sports....Dancing....Friends and family..."

:20:53:
If you were conducting this interview, what 3 questions would you ask, and then what would be your answers?
"....Who are your role models?....What would you like to be doing with IT when you graduate?....What are your goals in life?...."

Eileen’s Profile:

Eileen Chen is a junior studying within the College of Information Sciences and Technology at the Pennsylvania State University at University Park Main Campus. She is also in the Schreyer Honors College. She expects to earn a Bachelor of Science degree in May of 2013 with a major in the option of Integration and Application in Information Sciences and Technology and a minor in Supply Chain and Information Sciences and Technology. She received the David Suarez Memorial Scholarship (a remembrance from his colleagues at Deloitte Consulting/Deloitte & Touche), the Dipple Trustee Scholarship, the Raytheon IST Scholarship, and the Delta Gamma Lamp of Knowledge as well as achieved Deans List all semesters.

Eileen worked as a teaching intern for an introductory Java course during the Fall 2011 semester and a computer lab consultant for Penn State ITS Lab Consulting. She recently joined Dr. Brian H. Cameron, the Executive Director for the Center of Enterprise Architecture in the College of Information Sciences and Technology and the founding president of the Federation for Enterprise Architecture Professional Organizations (FEAPO), as a research assistant. She is currently working with FEAPO and the Communications Committee. She also assisted Dr. Cameron in preparing for the Center for EA at Penn State Meeting, which she attended in October 2011. While learning about the innovative subject of enterprise architecture, she is also gathering research for her honors thesis.

Learning in the classroom and work environment is important to Eileen, but she also values the knowledge she gains outside her coursework. She is passionate about giving back to the community, and her main focus is bettering the quality of life for children. She currently serves as a Technology Captain for the Penn State IFC/Panhellenic Dance Marathon, affectionately referred to as THON. As the largest student-run philanthropy, THON raised $9.56 million in 2011 benefitting the fight against pediatric cancer. Eileen also serves as Administrator and Website Chair for Bee House, a special interest organization with the sole purpose of fundraising for THON. Her sorority, Delta Gamma, in which she serves as the Director for Electronic Communications, also fundraises for THON and other philanthropies. In addition to THON, she has participated in the LeaderShape Institute, the General Electric Student Leadership Conference, Role of a Resident Assistant Course, the National Collegiate Honor Society, Be Engaged House (a leadership and service special living option), and intramural volleyball.



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