Business is a wellspring of writing. The best of it aims not at dramatic change or heroic solo change-makers but instead focuses on the subtle ways situations and individuals can improve.
The best business writing, like that of bestselling author Subir Chowdhury in his new book, “The Difference: When Good Enough Isn’t Enough,” searches for a universal application, both in business and in life outside of work. Chowdhury, who has built an international reputation for his insights on quality, Six Sigma and leadership, hones in on a single factor that makes the difference in both of these areas: a caring mindset.
"The Difference"
This book was developed based on the author’s personal experience as well as his work in quality improvement. Why is it, he asks, that given identical ideas and training one organization improves only incrementally while another is radically transformed? Why is cultivating a “caring mindset” just as essential at work as it is in our personal lives?
In this book Chowdhury focuses not on process but, instead, on people. “Improving quality is not a slogan or a process unto itself,” he writes. “Without a truly fearless culture, it is impossible to implement programs because employees — whether they’re on the assembly line, in sales or accounting or inventory or in the executive suite — lack the needed mindset.”
Chowdhury’s skill as a storyteller captures the concepts he introduces while establishing a sense of empathy with the reader. For example, while consulting with a company’s CEO, Chowdhury notices a photo of the man’s college-age children behind his desk. He asks the CEO when he last spoke with them. When the CEO can’t recall, Chowdhury cancels the rest of their consulting session, and gives the CEO the assignment to call his children. Shocked by his consultant’s candor, the CEO makes the calls.
What follows is a reunion between the man and his children and a sense of renewal for the executive. Chowdhury, in the following weeks, focuses on helping the man recognize that his mindset, as well as that of others in the organization, was a major factor in the company’s lack of success.
As a caring mindset is established, the company’s managers are able to engage in dialogue, collaborate and work together as a team. Whereas blaming others had been the norm, with the new mindset, people worked to understand one another’s perspective.
“Surely we must care about our customers. But first we must care about one another,” Chowdhury says. “There must be caring, and then process. Some may roll their eyes at this, but trust me — process alone won’t get you where you need to go.”
A caring mindset is explored in four facets forming the acronym STAR. A mindset cannot be characterized as caring if even one of these aspects is lacking:
• Being Straightforward
• Being Thoughtful
• Being Accountable
• Having Resolve
“Being Straightforward” is listed first in the author’s acronym, perhaps because it is most difficult given our inclination to lie, developed at an early age. In business, not being straightforward can yield dire consequences, as experienced recently by Volkswagen, a company that lied about deliberately misrepresenting the amount of pollutants emitted by their diesel cars. In addition to lawsuits and a loss of reputation, the company is facing severe financial penalties.
The second characteristic of creating a caring mindset is “Being Thoughtful.” Chowdhury defines this as a person being attentive to others, considerate, unselfish and helpful — the classic placing oneself in another person’s shoes. Being thoughtful is a two-step process: listening and being empathetic. The fact that most people do not practice genuine listening is a major workforce issue, the author says.
“Being Accountable” is the third characteristic of the caring mindset. The author defines it simply as accepting responsibility for one’s actions. Being accountable comprises of five factors: 1) being aware that something must be done, 2) taking personal responsibility for it, 3) making a decision to act, 4) considering the consequences, and 5) setting expectations.
The final letter of the acronym STAR stands for “Resolve.” While resolve includes passion and determination, it also includes humility and a willingness to allow change. In too many organizations, there is a resistance to try anything new.
With these guidelines for creating a caring mindset, based on the STAR principles, Chowdhury encourages each of us to make a difference at work as well as at home. “There is no question that practicing the principles of being straightforward, being thoughtful, being accountable and having resolve will surely enrich your life,” he says. “You can be the difference.”