Feedback, Can't Live Without It

Whether you call it feedback or performance measurement, we all need information on how we are doing in order to keep doing better over time.

Wired (July 2011) reports that there are 4 basic stages to feedback:

1. Evidence--"behavior is measured, captured, and stored."

2. Relevance--information is conveyed in a way that is "emotionally resonant."

3. Consequence--we are provided with the results of our (mis)deeds.

4. Action--individuals have the opportunity to"recalibrate a behavior, make a choice, and act."

The new action (in step 4) is also subject to measurement and the the feedback loop begins again.

Feedback plays a critical role in helping us achieve our goals; according to psychologist Albert Bandura, if we can identify our goals and measure our progress to them, we greatly increase the likelihood that we will achieve them.

Thus, feedback is the way that we continually are able to course correct in order hit our targets: if we veer too much to the right, we course correct left; if we veer too much to the left, we course correct right.

Feedback loops "can help people change bad behavior...[and] can encourage good habits."

From obesity to smoking, carbon emissions to criminal behavior, and energy use to employee performance, if we get feedback as to where we are going wrong and what negative effects it is having on us, we have the opportunity to improve.

And the way we generate improvement in people is not by trying to control them--since no one can really be controlled, they just rebel--instead we give them the feedback they need to gain self-control.

These days, feedback is not limited to having that heart-to-heart with somebody, but technology plays a critical role.

From sensors and monitors that capture and store information, to business intelligence that makes it meaningful in terms of trends, patterns, and graphs, to alerting and notification systems that let you know when some sort of anomaly occurs, we rely on technology to help us control our often chaotic environments.

While feedback can be scary and painful--no one wants to get a negative reaction, criticized, or even "punished"--in the end, we are better off knowing than not knowing, so we have the opportunity to evaluate the veracity and sincerity of the feedback and reflect on what to do next.

There are many obstacles to self-improvement including disbelief, obstinance, arrogance, as well as pure unadulterated laziness. All these can get in the way of making necessary changes in our lives; however, feedback has a way of continuing to come back and hit you over the head in life until you pay attention and act accordingly.

There is no escaping valid feedback.

Feedback, Can't Live Without It

New Beginnings

Next week I am excited to begin a new journey as a Division Chief at the U.S. Department of State.

I just wanted to take a minute to thank the ATF for the opportunity to serve there as the Chief Technology Officer these last few years.

There are no finer or more dedicated law enforcement agents than those that work for our federal government, and I am so proud that the ATF chose me to support their vital mission of protecting our country.

I also greatly appreciate the opportunity to have worked and learned with such talented and dedicated professionals in the Office of Science and Technology.

Some people have asked me to comment on my tenure from the perspective of what's going on in the news. It wouldn't be appropriate for me to do that, but I do want to recognize and thank people for caring so passionately about our great country.

It's a new chapter in my life and I'm ready to roll up my sleeves, learn, and contribute as well.

I am grateful for the wonderful opportunity--ready, set, go!

New Beginnings

Raising the Bar By Aligning Expectations and Personality

I always love on the court television show Judge Hatchett, when she tells people: "I expect great things from you!"

The Pygmalion Effect says that when we have high expectations of performance for people, they perform better.

In other words, how you see others is how they perform.

While behavior is driven by a host of motivational factors (recognition, rewards, and so on), behavior and ultimately performance is impacted by genetic and environmental factors—“nature and nurture”—and the nurture aspect includes people’s expectations of us.

Like a self-fulfilling prophecy, people live up or down to expectations.

For example, studies by Rosenthal and Jacobson showed that if teachers expected enhanced performance from selected children, those children performed better.

When people have high or low expectations for others, they treat them differently—consciously or unconsciously—they tip off what they believe the others are capable of and will ultimately deliver. In the video, The Pygmalion Effect: Managing the power of Expectation, these show up in the following ways:

• Climate: The social and emotional mood we create, such as tone, eye contact, facial expression, body language, etc.
• Inputs: The amount and quality of instruction, assistance, or input we provide.
• Outputs: The opportunities to do the type of work that best aligns with the employee and produce that we provide.
• Feedback: The strength and duration of the feedback we provide.

In business, expect great things from people and set them to succeed by providing the following to meet those expectations:

• Inspiration
• Teaching
• Opportunity
• Encouragement

Additionally, treat others in the style that is consistent with the way that they see themselves, so that there is underlying alignment between the workplace (i.e. how we treat the employee) and who the employee fundamentally is.

Normally people think that setting high expectations means creating a situation where the individual’s high performance will take extra effort – both on their part and on the part of the manager.

However, this is not necessarily the case at all. All we have to do is align organizational expectations with the inherent knowledge, skills, and abilities of the employee, and their individual aspirations for development.

The point is we need to play to people’s strengths and help them work on their weaknesses. This, along with ongoing encouragement, can make our goals a reality, and enable the organization to set the bar meaningfully high for each and every one of us.

Raising the Bar By Aligning Expectations and Personality

Tech is Threatening to Some and A Savior To Others

As technology advances and supplants the “old ways” of doing things, some people are threatened that they are being put “out to pasture” and others find opportunity in the emerging technology—they find in it something new to learn and grow with, perhaps an opportunity to shine and become the resident subject matter expert at work or at home.

As we get older, it’s natural that some people may not be as flexible in “starting over,” learning something new, or changing the way “we’ve always done things.” It’s reminiscent of the sort of unflattering old saying that “you can’t teach an old dog new tricks”—a saying by the way that I don’t really believe (you should see my Dad on email, Internet, and so on—he’s great!). But at the same time, people, as do all things, have a life cycle, and our strengths and weaknesses go through peaks and valleys at various points on the cycle. For example, “with age comes wisdom.” Years ago, getting the chairman or CEO to use email was a corporate challenge. Now, young people are migrating to Social Media for communications, and email is the technology dinosaur. It’s a constant technology transformation.

In November 2009, the Wall Street Journal reviewed a new book by Sci-Fi author Cory Doctorow, called “Makers”. “This novel is set in a not-too distant future when the creative destruction of technological change has created an economy so efficient, with profit margins so thin, that traditional companies can hardly stay in business.” In this book, the inventor “uses three-dimensional printers to produce copies of machines and most anything else at close to no cost.” Now “good ideas are copied so quickly that they become commodities. Every industry that required a factory yesterday only needs a garage today.” Where this leaves us is in a time with “competition and invention getting easier and easier—it’s producing a kind of superabundance.” And the result is widespread unemployment and stress.

As we are presumably heading out of a major recession now with unemployment topping 10% (and some would say the real figures, including the underemployed and those that have stopped looking for work, at closer to 20%), we must but wonder whether the recession/unemployment is due to the financial crisis alone or is there some element that is due to our new high-tech economy, where everything in the manufacturing sector has either been tech-enabled or outsourced to Asia. And where we are left in a primary “services economy—pushing papers and flipping burgers? Is there a time coming when we become so technologically advanced, like in the Makers, that there is a very real threat of leaving hundreds of millions of people behind, while the few technology mavens “have it all”?

Interestingly enough, with the advancement of technology, the income disparity between rich and poor has grown where the top 1% of Americans own more than a third of the wealth, compared with a fifth of the wealth in the 1970s (according to Robert Reich).

I think it is critical that smarts and performance be rewarded (i.e. performance-based), but that we cannot let things get out of control and unjust. Billions cannot starve while the ultra-rich hop from rural mansion to Park Avenue condo and from private plane to recreational yacht. Technology must be used to level the playing field and not abuse it. Some like Bernie Madoff used systems developers and technology to create and issue phony financial statements to Ponzi-scheme clients showing trades that never occurred. Instead, we need to use technology to educate, communicate, share, and advance the opportunities for all and overcome the technology divide through amazing advancements here and yet to come. To do this, we must focus on continuous innovation and application of technology to the challenges we face—whether alternative energy, health care, world-hunger, global warming, and so much more. There is no shortage of issues for us to apply our minds and technology to—there is plenty for everyone to contribute to.

Tech is Threatening to Some and A Savior To Others