Guest
Post by Jack McAdoo, President & CEO, Beacon FCU
I
recently had the privilege to sit in with and listen to the very insightful
dialogue during the Southwest CUNA Management School c2c (Connect to Collaborate) Casual Chat this year after the Student
Alumni Dinner and Auction in Fort Worth.
What I heard was a strong reminder of many of my frustrations in the
early years of my career. I wish there
had been more of my peers there to listen to the words of our future
leaders. I thought I would write some of
this down to share, but understand, my words are not what is important
here. The words, feelings, passions and
emotions of this group are what is important.
First
of all, the c2c group is a group of 30 year-old and under students, professionals in our
industry...the credit union industry. The group was lead by 30ish credit union and supplier representatives. In
this particular session, there were approximately 40 men and women joined in a
circle to discuss topics of interest and concern. It was open forum. I was allowed to sit on
the outside of the circle with one strict rule; I was not allowed to
speak. I was allowed to submit a written
comment, but with no obligation from the group to discuss it.
This
group of extremely bright and creative professionals spoke for over an hour
about things that were important in their professional worlds. The discussion was sincere; it was candid;
and it was very informative. Here are a
couple of bullets of what was said:
- My CU is slow to incorporate technology;
- Budget cuts!
- Slow to incorporate change!
What
I heard was not as important as what I learned.
I learned that by and large, that group of young professionals, the
group that will someday lead our industry, is frustrated! They are frustrated because you and I as
managers, as CEO's, are not listening to them.
Or, I guess more precisely, we may be listening, but we are not hearing
them. At least, the perception is that
we are not hearing them. And you know
what is said about perception?
Perception is reality!
Is
there anything more frustrating in our world than the feeling that no one is
listening? We must take note and learn
to communicate, or we risk losing this wonderful talent base to others and
other industries that have learned to communicate with them. Communication is not just talking. That's obviously important and based on my
experience with other CEO's, we have that part down! It is also about listening and actually
hearing what is being said. The
important part is to make sure everyone understands! That means goals and objectives both short
term and long term. How many times have
we heard great ideas, but for one reason or another they didn't fit into our
current strategic vision? The great
ideas were discussed, but nothing was ever done, and the idea gets lost,
leaving the one who thought of it feeling as if no one listened thus becoming
frustrated.
The
other thing that is important, or I viewed it as important, is that we as CEO's
need to quit blaming delays and inaction/no action on our Boards. Don't get me wrong. Boards are important, but let's quit kidding
one another. They look to us for direction. We as CEO's can make or break a decision on
an idea or proposal. Let's not blame or
hide behind the Board.
I
guess what I learned is that it is important to listen to and actually hear our
staff. Communicate with them! Make sure everyone understands strategic
goals and objectives and how ideas, suggestions, proposals, etc. fit with or do
not fit with the goals and objectives and why.
We must put ourselves in their position, and we will understand how
frustrated they can become.
Communication is key! Focus on
communication and stress it at all levels of the organization. Then, work on your listening skills!
