Values in action

This week I got a letter (yes, in the post). In the top left hand corner it had the words "Dedicated to excellence".

Now I don't know about you, but when I see something like that my inner critic kicks in with things like:

"If you need to print that, you're probably not..."

"Another meaningless slogan written by the PR Agency..."

"Dedicated...how? Excellence...what?"

I know, I know, my inner critic is pretty mean. But truthfully, I like it that way, it keeps me on my toes.

Anyway, back to the slogan. I put it to the test.

The letter asked me to "Please call XXX - Option 4 (Monday to Friday 8:30 - 17:00) within three days of receiving this letter to confirm your appointment."

So I did. I tried calling at 16:45. The phone rang out and then auto-hung-up. I tried again several times. No luck.

So I tried again, at the same time, the next day. Still no luck.

And again, at the same time, the next day. Yet still, no luck.

And I'm left with my inner critic thinking two things:

"Maybe staff don't want calls just before 17:00 - shift end."

"Dedicated ̄\_(ツ)_/ ̄"

"I'll try on Monday at 8:30 and see if they're awake."

And what does this have to do with our practice as consultants?

"Dedicated to excellence" is what Chris Argyris, a management thinker on organisational learning, calls an espoused value - ideals an individual or organisation professes to uphold.

"Not answering the phone," on the other hand, he calls a value in action - values demonstrated through day-to-day behaviour and decision-making.

Aligning espoused values with values in action is crucial for building trust with clients and a healthy culture.

Mini-mission:

1. Make a list of 3 values you claim to prioritise.
2. Reflect on some of your recent project decisions, actions, and behaviours.
3. How well do your values in action align with your espoused values? Note any discrepancies.

This quick analysis improves awareness and will help you identify areas for improvement.