Welcome back, Humanness Heroes. In our last post, we explored how embracing humanness can build resilience and adaptability in project teams. Today, we delve deeper into how humanness can shape the culture of a project delivery team, department, and, ultimately, an entire organization. A supportive culture cannot thrive without humanness—it’s the very lifeblood of any culture, filled with human ideals and emotions. Yet, often, humanness is pushed away when it should be leaned into. Let’s explore how fostering humanness can create a supportive and thriving work environment, a place where everyone feels valued and inspired to do their best, inspired by the work of Patrick Lencioni, Jack Welch, and other notable leaders.

First, what is Culture, and why is Humanness Fundamental to Culture Building?

According to the book Principles of Management (the University of Minnesota 1), Organizational culture refers to a system of shared assumptions, values, and beliefs that guide behaviour within an organization. Adapting this to a project team, Project Delivery Team Culture (or Team Culture) refers to a system of shared assumptions, values, and beliefs that guide the behaviour and interactions within a project team. This culture shapes how team members collaborate, communicate, solve problems, and achieve project goals, ensuring alignment with the overall objectives and values of the organization.

Now, here’s why humanness is essential: when you consider that humanness covers empathy, respect, care, and consideration for human beings, all of these attributes cut across behaviours, value systems, and beliefs as the definition of culture highlights, behaviours, values and beliefs are foundational pillars of any culture. In fact, I would venture to say that a “Culture” void of behaviours, value systems, or beliefs is not culture at all. So, how can you practically apply these principles of humanness in your project teams and organizations? Let’s explore.

It’s crucial to understand the potential consequences of neglecting humanness in culture building. When organizations prioritize results over the emotional and psychological needs of their employees, it can lead to a toxic culture, high turnover rates, and a lack of engagement. This is not an exhaustive list, but it highlights some of the key issues that can arise:

1. Swift organizational changes occur without concern for the individuals affected, leading to feelings of insecurity and lack of dignity.
2. New roles are assigned without clear mandates, adjusted compensation, or the necessary support for success.
3. Employees are unfairly compared to others, creating resentment and competition rather than collaboration.
4. Successes go unrecognized, and transparency around awards is lacking, leading to demotivation.
5. Siloed working becomes incentivized, reducing teamwork and communication.
6. Leadership becomes overcrowded, with too many voices trying to avoid conflict, causing greater downstream issues.
7. Trust in leadership erodes, and good employees leave the company rapidly.
8. More value is placed on appearances and networking than on actual valuable work, creating a culture of superficiality.

Do any of the scenarios above seem familiar? I am sure many of us have encountered most, if not all, of these at one point or another. Moreover, this is just a sample list. Now, I must say that no organization is perfect, let alone a project team. However, if you find that five out of eight of these scenarios are common occurrences, it does warrant a hard revisit of the Culture.

Positive Impacts of Humanness

Incorporating humanness into culture building has transformative effects:

1. Empathy and Support: Teams become more supportive, understanding, and willing to help each other.
2. Trust and Communication: Open and honest communication builds trust, making collaboration more effective.
3. Recognition and Encouragement: Celebrating achievements, no matter how small, boosts morale and motivation.
4. Flexibility and Openness: A culture that values flexibility and openness to new ideas promotes adaptability and innovation.

Patrick Lencioni emphasizes the importance of vulnerability-based trust and teamwork. His ideas are prominently featured in his best-selling book, The Five Dysfunctions of a Team (2). Vulnerability-based trust (the antithesis of the first dysfunction in his book, Invulnerability: The Absence of Trust) is the foundation of Lencioni’s model for building a successful team. It is distinct from predictive trust, which is built over time based on the consistency of behaviours. Vulnerability-based trust requires team members to be genuinely open with one another about their mistakes, weaknesses, and concerns without fear of reprisal or judgment (Lencioni 2).

Furthermore, Jack Welch’s principles highlight giving employees a voice and treating them with dignity. These approaches foster a positive and resilient culture. In his book Winning (3), Welch believed that every employee should be given a voice where they have a say in the decisions that affect their work and the organization (Welch 3). Organizations can tap into a wealth of knowledge and creativity to drive innovation and improvement by empowering employees to speak up, share their ideas, and provide feedback. This must be coupled with treating employees with dignity and respect (Welch 3). He recognized that employees are the backbone of any organization and that their well-being and satisfaction directly impact the company’s success.

Here are some illustrations to ponder on:

Illustration 1: Empathy and Support in Daily Interactions

Scenario:

A project delivery team at a tech company is working on a critical product launch. The team is under significant pressure to meet tight deadlines, and stress levels are high.

Application of Humanness:

The team leader, Suki, decides to integrate empathy and support into daily interactions to build a more supportive culture.

Daily Check-ins with a Human Touch:

Instead of starting daily stand-up meetings with a strict focus on tasks and deadlines, Suki begins each meeting by asking team members how they are feeling and if they need any support. This small gesture helps team members feel seen and valued as individuals, not just workers.

For example, when John shares that he is struggling with a family issue, Suki acknowledges his situation and offers flexible working hours to accommodate his needs. This act of empathy boosts John’s morale and reduces his stress, making him more productive and engaged.

Peer Support System:

Suki encourages the team to establish a peer support system where team members can pair up to check in on each other’s well-being regularly. This system fosters a sense of camaraderie and mutual support.

For instance, Emily and Mark pair up and take turns sharing any challenges they are facing, both work-related and personal. They offer each other advice and support, strengthening their bond and enhancing collaboration.

Outcome:

Integrating empathy and support into daily interactions makes the team culture more compassionate and resilient. Team members feel valued and supported, leading to higher engagement, reduced stress, and better overall performance.

Illustration 2: Trust and Open Communication During Change

Scenario:

A project delivery team at a manufacturing company is undergoing a significant change in project scope due to a shift in client requirements. The team is anxious about the changes and unsure about their roles moving forward.

Application of Humanness:

The project manager, Dinesh, uses trust and open communication to navigate the change and build a supportive culture.

Transparent Communication:

Dinesh holds an open forum meeting where he transparently communicates the reasons behind the project scope change, the expected impact on the team, and the steps being taken to manage the transition. He invites questions and addresses concerns openly and honestly.

For example, when team member Lisa expresses concern about her role becoming redundant, Dinesh provides clarity on how her skills will be essential in the new scope and reassures her of her value to the team.

Involvement in Decision-Making:

Dinesh involves the team in the decision-making process by seeking their input on how to best approach the new project requirements. He forms a task force with representatives from different functions to brainstorm and develop a new project plan.

During the task force meetings, team members like Tom and Rachel contribute their ideas and feel empowered by having a voice in the process. Their involvement fosters a sense of ownership and commitment to the project’s success.

Outcome:

Dinesh fosters trust and open communication and builds a culture where team members feel informed, valued, and involved. The team navigates the change more smoothly, with higher morale and a stronger sense of unity. This approach not only improves project outcomes but also strengthens the overall team culture.

In both illustrations, applying humanness through empathy, support, trust, and open communication transforms the team culture into one that is supportive, resilient, and collaborative. These practices help team members feel valued and engaged, ultimately leading to better project outcomes and a more positive work environment.

Not Just “Flowery” Stuff: Benefits of a Supportive Culture

Now, I turn my attention to the Organization as I recognize the heavy influence organizational culture has on project team culture. It is easy to view this post as aspirational and idealistic, but businesses are here to make money; these things don’t matter when it comes to getting results and growing the bottom line, right? Actually, no! Research has shown that there is a direct, very tangible impact of a “Humanness-centered” culture on the bottom line, and it is very positive.

Here are some very tangible benefits to the bottom line:

1. Higher Retention: Employees are more likely to stay with an organization that values and supports them. In the article, How Costco’s Obsession with Culture Drove Success (Relihan 4), it is noted that Costco has a high culture of employee investment, and the organization has achieved this by focusing on investing in employees through high wages, good benefits, and promoting from within, which fosters passion, integrity, and motivation. Costco’s commitment to employee growth and development, competitive wages, and comprehensive benefits results in a high retention rate of 94% (Payment Depot Team 5)
2. Increased Satisfaction: A positive work environment boosts overall job satisfaction. Google has built a culture around constantly innovating, experimenting, and keeping things fun (Gillett 6). Google allows employees to work on their terms, enhancing creativity and productivity. The company has created an enjoyable workplace with perks and flexibility, and somehow, the culture has conveyed that the organization trusts its employees, fostering creativity and job satisfaction (Forbes et al. 7). This is why, as of June 2024, Google has an employee satisfaction rating of 4.3 out of 5 on Glassdoor.
3. Enhanced Productivity: Engaged and motivated employees are more productive and innovative. Netflix’s ‘Freedom and Responsibility’ culture drives home the philosophy that employees should have a say in how their work is executed. This culture encourages employees to take risks, experiment with new ideas, and challenge the status quo, giving them decision-making power and autonomy. This is not just a blank slate, however, as this freedom comes with a sense of responsibility. Employees are accountable for the impact of their work on the organization (Gupta 8). This culture helped Netflix expand very quickly into 190 countries in just seven years by 2018 (Brennan 9).

And to Close…

Creating a supportive culture through humanness is not just a ‘nice-to-have’; it is essential for the long-term success of any organization. By embracing empathy, respect, trust, and genuine care for individuals, leaders can foster an environment where everyone feels valued and motivated. Do not let mistakes and setbacks tear your team down. Use them as opportunities to learn, grow, and strengthen your culture.

In our next post, we will explore the concept of finding the “right person” for your team. We will discuss whether the right fit is determined by skills and perceived value or by teaching and mentoring individuals into becoming the right person. Join us as we delve into how humanness is crucial in identifying and nurturing talent to build a more supportive and effective team. Stay tuned for more insights on fostering a compassionate and innovative organization.