Author: fwadmin_chron

This is an impossible question to answer.

The most successful interventions are those that are designed on the spur of the moment, when it seems that it is impossible to proceed without a formal-looking design.

This is not to say that planning has no place in designing interventions.

Far from it, well-made plans are a kind of rehearsal for a flow of events that is most likely to happen, even when it is understood that the planned flow of events is unlikely to happen.

For example, I might plan a wonderful holiday in Tobago for the September time-frame, only to run into the worst tropical depression the island has seen in ten years. The rain might completely disrupt the plans I had to lay out on the beach, in my swimsuit, covered in sunscreen. That may well have been the most likely course of action, but given the actual events, have nothing to do with what I actually end up doing.

At that moment, it would be a mistake for me to lament the lack of sunshine for more than a second.

Instead, the planning I did should free me up in the moment. Once the rain starts, I need to give up my prior plans and make new ones, based on what is happening in the moment.

Very often, business leaders get so attached to their plans that they try to execute them without regard for what is happening in front of them. Or, when faced with obstacles, they play the victim, bemoaning the fates for what has fallen upon them.

Plans are simply not made to be followed (unless they are.) In every other case, they are intended to free up our minds to respond to what is happening in the moment, and once they prove obsolete, they MUST be discarded wholeheartedly.

Interventions are best conducted when the mind is free and supple, able to respond to what is happening in the moment. They can be likened to guerrilla warfare, jiu jitsu or the kind of unstructured play that has a mood-altering effect, but no overt strategy. Guerrilla warfare is flexible, adaptable and free-flowing, as is jiu jitsu, in which one’s response is determined by one’s opponents actions.

Successful interventions require a certain kind of responsiveness, due to the ever-changing nature of the organizational situation.

For example, on a smaller level, part of a manager’s job is to intervene in the performance and behaviour of his/her subordinates.

They might spend hours planning what to say, only to realize in the moment that they must abandon their strategy in order to engage the employee wherever they might be.

This is difficult do on a person to person basis.

It is even harder to do when the intervention is undertakes as a group, and devilishly challenging to undertake when the whole organization must be taken to a different level, and the tools of intervention are needed.

What skills are needed to compose a successful intervention? How does one get trained to conduct them successfully?

The skilled practitioner operates like a trauma surgeon in some ways — skilled at very many disciplines, but not wedded to any single approach. If a piece of string will do the job, then that what is what is used. Moving quickly to capture opportunities (such as the trauma patient’s “Golden Hour”) the surgeon cares only about the outcome, and less about the means.

The practitioner of interventions may have a wide base of training, but they fade into the background when the problem presents itself and solutions are provided just as they are needed.

In fact, this is the only way that solutions can be derived.

The problem that is first recognized in the company might be solved (usually only in part) by the first intervention. However, that first intervention inevitably has some unlikely effects, only some of which are wanted.

In short, the intervention changes the state of the organization, and this new situation must be dealt with on its own terms, regardless of how fancy or detailed the plans that were made might be.

Interventions, therefore, take a strong stomach as by their very nature they throw up surprises and shocks that change how the organization is understood. Just-in-time design becomes the order of the day, not because of a lack of foresight, but due to the success of each intervention that is designed to cause a state change. The state change produces a resulting state in which a new set of designed actions is required just to stay on top of the effects that have been spurred.

This is why it is impossible to say what interventions consist of exactly, beyond trite components such as “listening” and “speaking.” This is also why they require a certain kind of courage, and willingness to fail, trusting that individual failures might only mean that the original plan was too limited to account for the scope of changes intended.

There is a single skill that the skilled practitioner cannot do well without, however. He/she must be willing at all times to accept that which is, or as Byron Katie puts it in his book of the same name: “Love What Is.”

The skill to fully accept a current situation, current facts or current reality are perhaps the most important, and the single ability that differentiates the expert from the novice.

As Eckhart Tolle, author of The Power of Now, puts it:

The opportunity that is concealed within every crisis does not manifest until all the facts of any given situation are acknowledged and fully accepted. As long as you deny them, as long as you try to escape from them or wish that things were different, the window of opportunity does not open up, and you remain trapped inside that situation, which will remain the same or deteriorate further.

Strangely enough, “intervention” was not a word I would ever use in my work, until a client repeatedly told me that he wanted me to perform what he called “an intervention.”

Now, here in the Caribbean we do not have the psychological language in our daily conversations that exists in North America. In the therapeutic world, an intervention is something performed by the friends of someone who is an addict of some kind, in the hopes that their combined efforts can help to cause an immediate, positive choice that saves the person’s life from destruction. They might hire an expert to help them to perform the intervention, and collectively say things to the addict that they had either never said before, or said together, or said without demanding an immediate choice.

While that is a bit dramatic for the my company’s purposes, it is not that far off in terms of the general idea. High stakes interventions are designed to save companies from the path they are currently on, and the results they are likely to manifest if nothing changes.

The following definition of an intervention from wikipedia seems quite appropriate:

In Organizational Development (OD), another sense of the word intervention is the activity of the OD consultant within the client’s context. In a formal OD process, an OD consultant gains entry to the organization, establishes a contract with the client, diagnoses the current functioning of the system, and recommends specific actions to improve things.

A few years ago, just before developing my strategic plan it occurred to me that the work I enjoyed the most, and wanted my company to focus on were the interventions that had the highest stakes. In other words, they had the potential for the highest impact, but also were the ones that were risky due to how much was at stake. Usually, those close to the problem had tried everything they knew to try.

It definitely was not cookie-cutter kind of work.

As a child I remember reading an article by someone called Red Adair, who was not your ordinary fireman. Instead, he focused exclusively on the toughest kinds of fires there were to put out — those fuelled by the oil from wells or rigs. They required specialized training, tools and methods that Red himself pioneered and invented, before making them available to the world.

Every kid grows up wanting to be a fireman!

While I have never put out a physical fire, I enjoy the challenge of solving really, really tough people problems that impact a company’s bottom line. It brings out some of the same qualities that Red Adair must use to put out these difficult blazes.

Anyone who is interested in high-stake interventions must have a willingness to take risks, in order to make a tangible difference. Learning how to be effective in the face of a risky environment requires certain personal qualities, and organizational qualities and a certain level ofu preparation.

One kind of preparation is to develop the kind of muscles required for self-reflection, because as I noted in part 2, interventions often start (and end) with a discovery of the part that we play in the genesis or continuation of the problem.

So, today, thanks to this client of mine, I now provide interventions, and through this blog help others to do the same.

There is a courage that interventions require that most would not recognize, as it has nothing to do with the inner strength required to take public actions.

Instead, the harder work to do when considering an intervention is internal — some might say it is psychological, or even spiritual.

As an intervenor in something that is not working, there is a place where you must get to where you own the fact that it (or something similar to it) is not working because of you. Whereas this may sound like self-blame, it actually has nothing to do with fault. It can be seen as strictly a matter of efficiency.

The best way to approach a problem, is to discover where, in fact, we are contributing to its continuance and where we perhaps helped to start it in the first place. The reason that this is the best way is not because the intervenor is less moral or more wicked than the rest of those involved.

Instead, it is just quicker and more efficient to work with oneself first, and to seek solutions within oneself, than it is to try to change people, systems or structures outside.

The courage that very few humans have, however, is to do this often enough and long enough to actually get the answers they need.

A senior team I worked with once asked itself — why aren’t our people more motivated? As they were about to spend money on a motivational program, it occurred to a team member (with our help) that maybe it had something to do with them not being motivated themselves.

Now, this may not appear as dramatic as I am making it out to be, but part of what it is to be human, is that we are able to hide considerable chunks of the truth from ourselves. Engaging in the design of High Stakes Interventions starts with a bit of Occam’s Razor — if there is a problem, start with an inquiry into what I have to do with its creation or continuance.

Even as an outsider to a company, I am actually able to ask myself when I am the intervenor, where I also am contributing to the problem, or have done so in the past. For example, on a recent project to develop customer service standards, I myself hate the idea of following standards.

It made me think harder about why. Well, I find standards constricting, especially when they have something to do with what someone else is using force to try to get me to do.

However, when I think about the end-experience I am trying to create in the world of the customer, and standards are seen as predetermined shortcuts, I become excited. It lead me to think about how to design my newsletter in an entirely different way — starting with the experience I wanted my readers to have.

Then, creating standards for myself was easy — even the kinds that no-one would ever notice. It gave me an insight into how to talk about standards with Caribbean employees, who are particularly resistant to even the appearance of force.

The best intervenors I have worked with are the ones who are the most disciplined in this method of self-inquiry, and are also the most courageous.

(NB if you are coming here from FirstCuts Issue 4: Transforming an Airline, you may add comments to the article here.)

While our firm’s tag-line is High-Stake Interventions, that line is much more than a marketing gimmick.

It is used by us in several important ways, some of which I am going to expand on in this series of posts on interventions. They might not all be new ideas, but hopefully I will be able to put them together in some kind of summary that will assist anyone who comes to the Framework site in designing their own interventions.

In these blogs, I will just be “following the energy” to see what to focus on next, rather than attempting to do a formal outline, or even a mind-map, although those will have to come later if the summary is to make sense. In the meantime, I plan to just put down the ideas as they come to me.

We will see what happens, won’t we?