Look Out the Window

The view can be not only inspirational but an education. We all forget to do it. It’s easy to become absorbed by the internal workings of our organizations. We respond to our clients, staff, donors and other constituents and increasingly view the world through a narrower lens. Overtime, we may base decisions, conclusions, and recommendations on an internal perspective without drawing information from a broader environment.

Yet, to gain a truly comprehensive and objective mindset, we need to open the window, watch and listen to what’s going on outside. We need information and knowledge from the larger world.

Exceptional nonprofits are in touch with the outside world in a way that others are not. They regularly receive and internalize information on community need, perceptions, and behavior. They monitor and anticipate trends and are masters at adopting change and best practices. They establish listening posts and viewing stations and use exquisite listening skills to process incoming information to perfect their strategies. So, how do they do that?

1) Establish creative and active listening through informal meetings, town meetings, focus groups, surveys or key informant interviews with a wide range of people.
2) Create a culture of non-defensiveness and receptivity to change by rewarding adaptability, encouraging information exchange, and incentivizing continuous learning.
3) Set up listening posts encouraging customer and public suggestions through comment boxes, email, survey or a dedicated phone line. And then, review and respond to the information you receive.

Most importantly, get out of the office mentally and physically. Talk to people, listen to them and observe. You'll learn a lot!

Change is in the Air...

It’s the planning season with nonprofit teams throughout our region working tirelessly on new initiatives, partnerships, and strategies to bolster performance and address a dramatically shifting environment. The NorthSky team is involved in some of this work and we’ve been dazzled by an impressive display of innovation, open-mindedness, and yes, dare I say it, courage!

Change isn’t easy for anyone. And as dramatic as it sounds, it does take courage. Whether you’re the change agent championing a new approach or initiative that the rest of the team isn’t quite ready for, or the “changee” being pushed to do things differently; it’s tough work. Even the most positive change, such as moving to new office space, using new computer technology or enhancing management systems, can be uncomfortable and challenging.

Yet, being effective change agents and understanding when it’s time to take on change, is an essential skill and competency for nonprofit leadership. It’s an ongoing part of our nonprofit world and we need to be very good at it.

Some suggestions that come to mind as you embark on a major change:

1) Involve folks in the change. While it may be tempting to go underground and map out the strategy in a bunker, the more you involve people along the way, the more engaged and supportive they will be…even of unpopular changes. Let them help identify challenges and develop solutions.


2) Navigating successfully through major change requires superb communication skills. Understand all your constituent groups and how to effectively reach them. Listen and respond to their concerns. You may not be able to meet everyone’s needs but you can provide clear information and a forum to hear their issues.


3) Be honest even if it’s a difficult message to deliver.


4) Stay focused on your mission and your clients/ customers. While internal changes to operations, staffing, or structure, may be uncomfortable, if it means a better, more secure, or stable way of serving the community, it will be easier to accept.

We’re all going through a great deal of change right now. Any other suggestions to share?

Change Takes Time and Other Thoughts on a Snowy Morning

As the holidays approach, the push is on to wrap up projects, close off files, and tie off loose ends. Rush, rush, rush… and then it snows. It really snows! It’s a complication for some folks who are still out there maneuvering through snowy roads and forced to re-schedule essential meetings. For others, it’s a respite providing quiet time to work at home and to catch up. For me, it’s been both. I’ve been out some and in some. A few steps forward, a few steps backward. But ultimately, we have to accept that we just can’t control the weather and we revise our plans, create a new “to do” list, and use a different approach to meet critical goals.

It’s the same with our nonprofits, isn’t it? As much as we try to push through changes and implement critical strategies on an aggressive timeline, it often just doesn’t work out, does it? Our board, our staff, and our constituents need more time to process change and understand the implications. As much as we’ve communicated and educated, they just aren’t there yet. Change management is an area that can be painfully slow and test the patience of the most deliberate, laid back leader.

Some suggestions to consider if you are in the middle of a major organizational change:

1) Involve folks early so they have plenty of time to process the implications and understand the need. Address their questions and information needs. Involve the team in crafting the roll out plan and identifying the “to do” list.
2) Be clear and direct about the reasons behind the change. Folks may not always like the change but if they can understand why, they’ll have an easier time accepting it.
3) Communicate in multiple ways. People absorb information in different ways so tell them verbally, put things in writing, and communicate through using data and illustrative examples.
4) Be prepared to communicate some of the same information over and over.

And take advantage of snowy days when the roads are impassible to catch your breath and fine tune your change management strategy as needed.

Any other suggestions regarding change management?