In Washentaw County, 29 different juries – each with six people – are hearing the same sexual assault case. One group of juries finish their deliberations in 50 minutes, discuss 30 of the 46 major case facts, make four mistakes and notice that two pieces of evidence are missing. Another group of juries finish their deliberations faster – in 38 minutes – but they only discuss 25 of the 46 major facts, make eight mistakes and notice just one piece of missing evidence.
Cross to the other side of the world and in Singapore, stock market traders are deciding whether to buy or sell shares. In small clusters of six traders, they make their decisions over ten trading periods, each lasting two minutes. Some of the clusters make few pricing errors and trade accurately about 65% of the time. Other clusters regularly overprice, create pricing bubbles and trade accurately only 40% of the time.
Both scenarios entailed people making difficult decisions, under pressure, with imperfect information and significant impact. That sounds like day-to-day life for leaders.
What was the difference between the groups which made better decisions and those that were prone to error?
If culture eats strategy for breakfast it means we need to get a lot smarter about driving cultural change. Three great articles – from around the world – provide insight on where to focus.
Middle managers – that’s the advice from the UK about how to get traction on gender equity. More than just who, this research identifies 4 practical and simple steps to break-through the permafrost and create an inclusive workplace. Customer inclusion – that’s the advice from a US case study – because it inevitably leads back to focussing on employee diversity and inclusion. And in a virtuous circle, higher levels of employee inclusion lead to increased customer satisfaction. Emotions and national cultures – that’s the advice from German research for those seeking to ensure a higher proportion of successful Mergers and Acquisition.
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As organisations race towards creating workplace diversity and inclusion strategies, and CEOs sign up to public statements of their personal commitment to inclusion, attention is shifting to middle management and how ready, willing and able they are to change. Since 70% of middle managers are male, the question of whether male middle managers know what it means to be a gender inclusive leader becomes even more important.
Despite the prevalence of global M&A deals in the wake of the global financial crisis, some researchers argue that the failure rate of such transactions is too high; begging the question ‘are organisations missing out on factoring an integral component in the equation for a successful M&A deal?’ Are companies too focused on the financial costs (and expected rewards), ignoring the true value of culture and natural human emotions along with the influence these have on the whole deal?
Organisations stand to benefit from understanding how employee emotions are shaped by management practices and national cultural constructs. If organisations understand this, and equip their managers accordingly, they will be able to reduce the dysfunctional reactions typically exhibited by employees during cross-border acquisitions.
Much of the literature on diversity and inclusion has focussed on employees. Could it be that the principles underpinning employee diversity and inclusion are also applicable to customer diversity and inclusion?
Deloitte defines inclusion as the active process of organisations and individuals adapting their practices or behaviours so as to meet people’s diverse needs. Deloitte’s 2012 research (“Waiter, is that inclusion in my soup”) found that employees feel included when they perceive they are respected and being treated fairly, when their unique value is known and appreciated, and when they feel a sense of connectedness and belonging.1
The same principles play out for customers; customers feel respected and valued when they perceive that they are seen as a person, that their voice is heard and that services and products are adapted.
An intense focus on customer centricity has caused organisations to reconsider the diversity of their customer base as well as customer engagement. But how do organisations transition from seeing their customers less in terms of broad segments and more in terms of a market of one? And how do organisations engage diverse crowds?
Portuguese academics provide a 101 tutorial on how data and algorithms are being used to sense new customer clusters and inform decisions about unseen buying patterns. In addition American academics examine assumptions made by hoteliers about the accommodation features driving choices amongst the LGBTI customer segment – and those that actually matter according to gay guests. As for engagement – there’s been a proliferation of videos trying to connect with diverse customers in different ways. We profile the diversity and inclusion videos you told us that you love, as well as our own contribution on inclusive leadership.
Brands and associations are using the rich video medium to tell diversity stories in colourful – sometimes confronting – ways.
As organisations shift their marketing focus to the LGBTI customer segment – commonly referred to as the ‘pink dollar’ – are there misconceptions as to what makes these customers choose particular goods and services?
Approaches to customer segmentation have evolved beyond categorising people into broad demographic-based groups like ‘women’ or ‘youth’.
Modern office spaces are characterised by desks, chairs and computer screens. Whether it is secretarial, call centre, professional services or even design work (graphic, architectural), the majority of office workers sit for extended periods of time to complete their daily work requirements.
“there is evidence to suggest being sedentary is contributing to lifestyle-related illnesses such as diabetes, cardiovascular disease and back and muscular pain”