smart work (2nd edition)

7/30/2019 Smart Work (2nd Edition)

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E X C E R P T


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able of ContentsAcknowledgments xiii

Preface xv

CHAPTER ONE Te New Workplace Game 1

CHAPTER TWO A Model for the New Work 11

CHAPTER THREE Changing Our Minds 21

CHAPTER FOUR It Depends on How You Look at Tings:

Te Power of Frames 29

CHAPTER FIVE Starting Point: What You and Your Customers Want 39

CHAPTER SIX Are You Ready and Willing to Listen? 53

CHAPTER SEVEN Recognizing and Reducing Resistance 67

CHAPTER EIGHT Just the Facts, PleaseNot Your Interpretation! 77

CHAPTER NINE Moving Past Self-Imposed Limits 91

CHAPTER TEN Getting Safely Out of the China Shop:

How We Process Information 101

CHAPTER ELEVEN

21st Century Smarts: Te New Intelligence 111

CHAPTER TWELVE Its Not So Hard to Learn 123

CHAPTER THIRTEEN Requests and Agreements 133

CHAPTER FOURTEEN eamworks Underlying Structure 145

CHAPTER FIFTEEN Electronic Communication:

Remote + Always On + Many to Many 153

CHAPTER SIXTEEN Learning Now: A World of Possibility and Challenge 169

CHAPTER SEVENTEEN Balancing Results and Relationships 185

Note from the Authors 201
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1

C H A P T E R O N E

T N W G

The workplace has changed i

y . D -i

i, vy i b i i

vy i. I 1980 90, bi

izi iy vi.

Mi b vi ii, b i,b , b v . A

i, i i i biv i jb

y iv i i-ivy , i

by. C -i i, i

ii, i i i

I vi.

Mi, i - iv. My v b i v y ii.

W y b bvi i somebody y

i ii i i. Evy i

i y y b y y .

Ti y b i izi i i y

i i y bi. W i

i? C y i y b i i b ii?

Ti b , , v 10 y. A

i, ii x ii b i


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SMARTWORK

2

ii ii ii y

i iii. Oy i

xiv iv i, , i xi

bi i i i ii.

My v v b x i f

i i i i. Ui, ,

-i, i b,

ii . G f

xi i i i. O

y i iby b ii. Ti b

iy i y i bv-

b, i y b ii i iizi x ii i.

Exiv, i, i iy -

i bi ii i. Ty y v i,

T I , bi, I i . I chose

I ! I y b i. A i y b

b . I i, v, i .

PURPOSET i i b i i,

, iii

y . W i x N W iiy bvi

y .

THE CHANGE

I ib , i i . T ,

y iy. H j v :

F 1955 1980 i ;

1980 1992, v . E i i i iz

i i . I 1980,

. I 1995, i U.S. i. W

iy i i i y y .

I 1950, v iy-y- i U.S. 14

i ; i 1973


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THENEWWORKPLACEGAME

3

21 . I x i ib 44 .

F 1977 1989, ii b

i iv i U.S.1 T i

i b. S i i ii ii

i y iv by y b

. Mi- i v byi iy

i 2000.

T i -i i

ii y i 1970 v y i

ii; by y 2000 i v i.2 I 2010,

i y i

y i. O i i i i iiz. Liy i

y qi i y

i yb , vb i

, iy f.

Di 1980, ii jb F

500 ii i. I ii, i i

U.S. iy, y i- by b- .3 T y y M-

i y i y,

bi jb. T U.S.

i v v i i, y y

jb. Mii ii jb i i

2008 v y iy i

i jb i b iy .

I 21 y, IC (Ii Cii

y) v i

bi being bi. Evy i

b x izi i.

W i v ii . Af

2008, bby b i x i. Ev

i i xi v,

1 Livi S: Ri S Si, Te Economist, 10 Nvb, 1990, 19-22.

2 echnical & Skills, .i.

3 J G. I D: R Ri A Ai W, rainingMagazine, Jy 1993, 23.


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SMARTWORK

4

y v y , i i -

ii. iy i f vii

y .

Wi xy i y i i jb y i

b i, y i i

by. G i i i i y

v.

Si y i bi vi,

v v:

Te global economy i i v-i ii. S i 21 y y b

viv. T b i i j qiy vi x

y i-b ii; i

bii , .

Te span o eort is rising: M i bi vy,

j y. W v i

. T ii - i i i i i, i

b , i ii .

Cy qi i, i

i iv i.

Organizational restructuring will continue. A i

i -i y ,

bi iy ii . Bi i b j i

ib , i . My izi

xii vi i. Ci i i

i i , i if

. A , the meanings o success and career path

are changing radically. T i i i

i y ii y. T i iy b

i viv iziy , xib, v .

Workorces are increasingly diverse. i

i Ui Ni y, i


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THENEWWORKPLACEGAME

5

v i y bi x i

v i i y . T y y ,

y xiy iy .

Di , i i : .F , iy iiy, iy, ii,

i. T bi iiii i

i, v x . T iii i i b

x Smart Work.

CHANGEDRIVERSW i i ? Wi y i

i , i y y iv.

O i v global companies, bi

b y i q

y i . Gb i i

y iiviy , b b y v

ii. Ty , i y , N W.

A i if knowledge-based work,

i i ii i i i. A iiy

b i i . A i I, N Y,

y i , ii. Lbi, iy

vi i S, iv i bi bi b

ii i y. A

viy i ii i. S i

i y . T bi iz i

b iy permanent whitewater.

Uyi i ib iy: y i

i v, y i b i

i i. C i v: vy i

, f i x i, i

, i v i iv

, b, , i bii b,

, . Evy, i v iv iv b v

. N i q iy,

i i v .


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SMARTWORK

6

WHATTHISMEANSTOYOU:THECHANGINGNATUREOFWORKUi Ii A, j . Ty i v

b , v i. Ev iiiiz i, y

vyi, vyi, v y i

v iy. T i i i:

Ev b i yi ? I j y

i by i, vy

i i i .

C x Wii Bi y i iz jb y yb

i i x y. B

y, i b i

izi . T ii i y 20

y y jb b .

Bi y b : izi

i i b . I

i v i i

vi-b , y ii i

jb b . A Bi i , W

i y, y b ii

jb ii i i .

A 2007 ii y G i, i i i

i Sy Svi Siv, i

G-y i by i iy xib, b i i iy, j .4 Ciy,

biiy ii y v vibiiy

xibiiy iy v . W y

i xi, yv i b i v .

J , y v y i i,

y ii x .

N y i ii iv i vyi, i i y izi iv i

y i. I y i b i iii

4 N: M G C Cz by Ei Mi, CNE N Ai 27, 2007


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THENEWWORKPLACEGAME

7

y i, y b

b i b ii?

THENEWGUIDELINESW, , -iiv, vi-b izi

i y ? W ,

ii ii, i i N W?

T i y ii y viv i N

W . (S Fi 1-1.) L xi

:

1. DevelopSelf-Knowledge.

2. TakeResponsibilityforYourself.

3. Hold Clear Vision and Values.

4. ManagePersonalBoundaries.

5. ManageYourBehavior.

6. BuildBridges.

7. ManageConicts.

8. Unlearn and Learn.9. Accept Uncertainty and Take Risks.

FIGURE 1-1

1. Develop Sel-Knowledge. Bi i D.A..A. -

i y Di, Abiii,

A y ii y xi

ibi. S i i iy 360 b, ii i b, ,

bi iv . B i i b

y -, y yiy v

- -. Y

i -. T i i N

W y i bi . I,

y b , b ,

y y y i .

2. ake Responsibility or Yoursel. U i i y

jb y, . Ey


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SMARTWORK

8

y y . Y i y

v, y i , i

y i y b i. Ev i

izi i v, y

i izi y iv. I y

y b i.

3. Hold Clear Vision and Values. Y y

i y i xibiiy. I

i, i , y -ii, bi i

y y b. C vii

v v , i y x

ii.

4. Manage Personal Boundaries. Y izi ib

i b y i

y . Lii, y i i i

. I , i y i

b i i vi

viv. Li iv q

vib y i ybi b xib i.

5. Manage Your Behavior. By -, y b

b iivy i viy ii i

i iv bvi. Ti j

i iiy. I vi qii viy,

biiy iy i iv, ii-

i iiv .

6. Build Bridges. T N W i b -iiv

-iiv. I bi bi izi

bi, b izi ,

b, i . Ti i

ibiiy; i vi. W

izi ibiiy i i , i ,

i iyb i y.

7. Manage Conficts. Ti y i,

. Mi i i


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THENEWWORKPLACEGAME

9

. I i ii ii

v i ) b)

) v i i i i. I y

iz i, y v i i i

b i. Y

i i i i .

8. Unlearn and Learn. L i ,

vy ii i y. I ,

v biiy y bi iy, if i

i Byiv vi b

Wy Mi ifi i i jzz.

D everything: y biiy i i i y i

. Y vii v i ii bi i

.

9. Accept Uncertainty and ake Risks. L biiy.

Riz i i vii i. N

ii b vy bi iy i . I

i-b ii, i b iv y iv, y i v v qiy. I J W

GE izi i i i

viv x :

Div y i

S GE v

M i b

Ii, , y

Ci i b i ii i , i

x i i-i i y: Evy i

b i; i b i; i

bi - b i; y v

!

WHERETHISTAKESUSO i i i i y

i-i iv, bii, biiy i


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SMARTWORK

1 0

y f v y y . A J W,

Ly Biy AiSi, Sv Jb, b bi

v , -, biiy i

i, biiy y bvi iiv

x5 ii. M i i iv

vi i v ii i . Wi i

i y y i , ii b b

i.

T i ii qi iq. Ty

i biiy, i ii. Ti ii i

iiv b ii, , i

. Li N W, i i -iiv. (S CEv i ii i ii.)

CONCLUSIONT i i i i iv

i i i v i i

i , i bii, i- ii. Ty

i, b , ivv i. T i

qi

iv b. Ti i i qi v i,

biii, . M i: W

i b jb viv. I y i i i

21 y, y v i. Ti y iy, b

i v i i y . T i y by.

5 Dvi R. G, A F Viiy Li, i New raditions inBusiness, . by J R. (S Fi, Si & S, 1991), 170.


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2 9

C H A P T E R F O U R

I D H Y L Ti:

T P F

One o the most powerul i

i i , , xi i y iv

ii. T, -i b by i

yi i , .

M i v b b

ibiii i . W v b ibiiib i ii.

PURPOSEA yi if ii b i

i i i vi i,

i , ii . Ti bi PLAN i

SYNAX. I i, - vi

if i i, , iv iv.

STARTINGTOWORKFi, xi:

Ti i ii y i . I b

yi, - , i i i y

iy i .

A i qi b ii. A xy qi , .

Fi F:


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SMARTWORK

3 0

1. What is the problem?

2. Why do you have it?

3. Who or what is limiting you or preventing you from getting

what you want?

4. Whose fault is it?

W i i i y v? M b

i, i .

1. What is your energy level?

2. How do you feel about yourself in the situation?

3. How do you feel about the person or persons involved?

4. What is your level of

Mivi?

Ciy b ii?

Oii?S F:

Exi ii i . Ai,

qi i, i i i y y.

1. What is your desired outcome?

2. How will you know when you attain it?

3. What possibilities might exist based on the current situation?

4. What have you learned from the situation so far?

Af i qi,

1. Do you notice any differences in energy level?

2. Do you notice any differences in how you feel about yourself?

3. Do you notice any differences in how you feel about others inthe situation?

4. Do you notice any differences in your levels of


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IT DEPENDSONHOWYOULOOKATTHINGS :

THEPOWEROF FRAMES

3 1

Mivi?

Ciy b ii?

Oii?

SHIFTINGTHEFRAMEW y if ? F y,

i, v . I i , , y,

y , , xi b ibiii. Ty

if . F , i -xi.

Ti i iy iy xi i

y.S y i y i i i b

i . I i i ivi,

y y i iiv b iy i ii

f .

I if i ii , i

: Di y qi exactly y ? Of

xi if b y v iy i . Ty y v

qi y i i i y y v

y b ib i i y

qi. F , i

i i ii x i i i.

Wv i y, i i i ii your

i others. By izi i , y i

i iiv y y i i iv.

T i , j i i: Language

and raming afect our bodies and our responses. H i b

iv ii y i , , .

b ii iv, bv iy y

y x y i

y .

T b Pb F B F. Wi

i -i iv, i

i b y xi v

b y i . W iivi, , izi i


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SMARTWORK

3 2

i :

T i iy qiy ii ii.

Cvi ii, i i Ai i ?

Evy i y i, i i

i I i y .

I y y i reallyi.

T b b i i

i v .

Ex y bi i vii W, i y T b i.

T i CYA (v y ) bvi

i, i i ibiiy

y b .

I , B F i iz by vii iy

ibiiy.

O yv iz y i i B F,

y ? Si, i. I i i i,

v i-i- i. T i i iv

i i y i i i y

bi vii. W v i izi bi

B F yi. N y, izi

i b i b bi vi. i i

by iv, ibiiy i i, i q, iviy iv. xi

izi, vi ii i v i

iv.

I i i b y i i B F.

O i v i , yi i, ,

iy, v i. T i

v i i v y ii i i v .Ev i B F y i b iv. I

i j y i b.


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THEPOWEROF FRAMES

3 3

MOVINGINTOTHEAIMFRAMEB B F i O F

Ai F, i iii b . T Ai F

i iy b bi iiv b. I i b . Ii b ifi y yzi x

b y can ii y -

biiy. Mvi i Ai F i ibiiy

i i y , ii

y. T Ai F i b i y CEO

i i i x y . I i byou i

b , by y i .

T iy i i b

y bi i if. Ci Ayi, izi

v Hv Bi S, bv

bi bv iiy b. W iiivy

i b, v

ii, v vi . A -i i

. I i v i iiy v

, vy i v-. Ayi y ivi. Bi i i i ib.1

Ayi ib i by

yi. H iii i: i-

b-.

Si- i izi iivi

i i y i,

iii i i .

Db- i i b

ii i ii by

xii i vi vib [y-i-]

i.2 Db- i

x i i i i bi

v. Ti qi yzi bvi iiy

bi v i, ibiiy, dont iz .

1 Ci Ayi, K Ai,A Guide to Overcoming Barriers toOrganizational Change (S Fi, Jy-B, 1993) 134-49.2 Ibid.


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SMARTWORK

3 4

I Hv Bi Rvi, Ayi bv f

ii y y, i bi i i

. H i iv vy iy

i bvi i. H i:

Admittedly, being considerate and positive can contribute to the

solution o single-loop problems like cutting costs. But it will never

help people fgure out why they lived with problems or years on

end, why they covered up those problems, why they covered up the

cover-up, why they were so good at pointing to the responsibility o

others and so slow to ocus on their own.3

T N W G ib i C O i i izi viv viv ii

qi v b . W v y

B i Ai yv iz i i ?

Sv b vy : T i q

i iiv. b y do , y . A

y, i , i

y . A i y yI i H2, i , iv I .

A i ask questions that seek detailed, actual

answers. T qi i W, H, W.

W y b i?

W i i?

H v i ?

W b ?

W b ?

W v b i by ?

T qi vi i i B F iv

i. Ty iizi bi xi. Cvy,

qi bi i Wy ivi iv bvi

yi vi. Wy i i y v

3 Ci Ayi, G Cii B Li, Harvard BusinessReview, Jy-A 1994, 79.


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THEPOWEROF FRAMES

3 5

ii B Ai. T iv Wy i x i

C Ei.

B i vi. B i vyi

b i. N i i , b bi i : i. T

i b b i. A i bii

i i y

.

O iv y -vb

bvi y y ii, y bi v

i. W, I y b y dont, doy ? i y ivi if Ai F. O

i i Fi 4-1.

T i y xi

i viiy. Y yi y , y

i i i v i -i . Y y, H

i .[b ]? Ti

iy b v . I ii i can b .

understand pointofview [state

I appreciate your situation and desired

sympathizewith concerns outcome]

FIGURE 4-1

A vb v bby y i y i bvi.

I y y v , i i bi

y . A y b izi y

B F, y i b b b i i v

i Ai F y iiv , i i

iv i iiv .

CASEHISTORYA i i . Pviv i


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SMARTWORK

3 6

ii i i b

b i . I i, i

y by iv i i i . O

, i b y -

i ii, i i ix b

i bi. iiy, Pi b Mi

Mi b Pi.

Fiy, i QM ( Qiy M) .

O y , H i i i

i, b y- i? Af

ii i bi, -i QM ii

vy i qi.

W b i?

H i b i ?

H i i ii v?

W v y i i b i?

Ai qi, b ii i iy i. Ai b iv b

b v , b i v

b. T i Pi

i b i ii.

R i i, vi q

b i, ii i iiy . T

x i , Mi i b

i.

F , i qiy i. I b

i i

i. Ei i i , i

i b . A vy b

b, b y i ibiiy. T

( , i , ii) y

b. H b i, i b OK. T i vy .

W ib

v i , y b .


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THEPOWEROF FRAMES

3 7

T ii qiy v by i, Hshouldi

b ? W y . H i

b?

Obviy, Mi i i ibiiy ii y viv i. I , y

b iv b i . Wi vi

i iy i xi, vy

ibiiy i, I i iy xi? By yi

y ii iv i

y vy b ibiiy ivi .

CONCLUSIONA i. W f ivi xi i i i

ibiii. T i b, i.

T i y v ,

y ifi ibiiy . By yi i

y i, y v i b y

y i . O y Ai F, y vi

i . T x i y

, , i.


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smart work (2nd edition)

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