In this episode, Jeff speaks with Howard Behar, former president of Starbucks Coffee Company North America and Starbucks Coffee International.
Here are a few of our favorite Big Ideas from this week:
Big Idea #1:Training Is For Pets!
Starbucks has been lauded as an organization that exemplifies great employee training. Howard Behar rejects that idea! He says:
"We don't train people. You train pets. We educate and develop individuals."
Big difference.
Training is about obedience, education is about growing together.
When individuals are developed to the best of their ability it transcends the job. Suddenly, relationship building skills acquired at work influence how we interact with our family and friends. Suddenly, work helps us meet our financial goals, and our spiritual, social, and relationship goals too!
Education develops an employee's ability to discuss ideas instead of rules.
Big Idea #2: One Hat!
Who are you at work?
Who are you at home?
Hopefully, the person that shows up to different roles in life is the same person everywhere. The roles may be different, but the person inside needs to be the same.If not, if we split ourselves up into multiple personalities and lose our identity. We lose the unique talents that make us special. That help us be fulfilled. That allow us to add value.
You are not your title. We are people first.
Being fully you makes all the difference.
Big Idea #3: Leadership and Mistakes
Behar says "true leadership is the ability to recognize mistakes. Therefore, mistakes are learning experience that help us grow as people and organizations."
Here is Behar's 3-part approach to dealing with mistakes:
1. Awareness: We are not always right, contrary to popular belief. Hence, its important to pay very close attention to our interactions with clients, employees, and significant others. Paying attention means monitoring our language and behavior for when it offends.
It means recognizes that we are in relationship with others and their feeling and perspective is valuable.
It means understanding that our behavior can sometimes be overly harmful and we should use great care in our interactions.
2. Acknowledgement: Acknowledgement means literally recognizing that a wrong has been committed. Sometimes, we may know we've made a mistake, but haven't honored that an apology is necessary.
Behar says that when he becomes aware of a mistakes he often acknowledges the error by apologizing in person or writing a letter. This step lets those we are in relationship know that they are valuable and respected.
3. Action: The action step is behavior that further rectifies the mistake or prevents it from occurring again.
For example, meditation is a helpful preventative method when we are on getting ready to make a mistake. We can actually STOP in mid-thought or mid-sentence and acknowledge that we may be going down the wrong path and catch ourselves. This awareness can save the days or weeks that it can take to recognize an error. Another helpful action step is conversation. During Starbucks' emergence, conversations were a crucial element in distinguishing how the company wanted to show up in the world and understanding their values.
Conversations allows us to face a diversity of opinions as friends seeking unity. Instead of seeking conflict, we begin to seek clarity.
In the end, owning our mistakes is a key step in taking full responsibility for our lives. Self responsibility is at the cornerstone of leadership and success!
About Howard Behar
Howard Behar's career in business spans over 50 years, all in consumer oriented businesses covering several industries. He retired from Starbucks Coffee after 21 years where he led both the domestic business, as President of North America, and was the founding President of Starbucks International. During his tenure, he participated in the growth of the company from only 28 stores to over 15,000 stores spanning five continents. He served on the Starbucks Board of Directors for twelve years before retiring.
Howard now serves on several Boards including for-profit and non-profit organizations. They include Anna's Linens, Sterling Savings Bank, Wild Ginger Restaurants, EZ Grill, Inc. and the advisory board of Anthos Capital. His non-profit commitments are to the University of Washington Foundation, The Robert Greenleaf Center for Servant Leadership and the Washington Business Alliance.
Website: http://www.howardbehar.com
Book: It's Not About the Coffee: Lessons on Putting People First from a Life at Starbucks
