Championing culture - safety, consistency and reliability

I spent the better part of this week in Seoul engaging with colleagues and leaders from across the globe. The discussions centered around disruptions caused by chip wars and Generative AI, and ways to navigate these shifts.? As I sat through the discussions it was evident to me that if there is one major theme we are all witnessing, it is that transformation is the new superhero, and culture the indispensable sidekick. Organisations today are constantly coping with a host of external and internal pressures - whether it is market shifts, geopolitical concerns, technological advancements, evolving people expectations or changing customer demands. We are operating in a time where change is inevitable - and driving change is just one part of the mandate, what is more important is ensuring that change transcends across every level of a business and sticks - making culture the much needed glue.?

Culture is simultaneously a boon and bane for organisations - a tight-rope walk for leaders during times of transformation, to galvanise teams? towards new possibilities without diluting core values. While purpose defines why we do what we do, culture dictates how we do it - and as leaders, we can ask our teams for many things but not culture - this is one aspect which can only be created and reinforced through expression and action. When we look at our ways of working, this goes beyond the day-to-day and encompasses our collective habits, our shared values, our conviction in everything we do, how we govern ourselves and the resulting trust we are building with our stakeholders.?

While culture is often misconstrued as an amorphous concept that either flows down from leadership or bubbles up from the ground level - neither is true. It is the collective responsibility of every member within the organisation to create a sense of safety, consistency and reliability. Let’s break it down into 3 aspects:?

• People: Taking a page out of the Covid handbook - no one will ever truly be safe until everyone is safe - and this holds true when it comes to psychological safety as well. Creating a trust-fueled and open environment cannot be achieved in silos but requires an all-encompassing approach. This makes communication, recognition and customised experiences key? - to drive employee involvement and boost morale. A comfortable and transparent environment fosters innovation, creativity and collaboration - enabling teams to work together more effectively, learn together and grow, which in turn drives productivity and outcomes. People are more likely to be engaged and committed to their roles when they are part of a shared vision - one in which each individual's uniqueness is valued and leveraged.?

• Firm: Oftentimes, accelerated change or growth can create misalignment across various parts of a business. As operating models increasingly decentralise, decision making gets convoluted and as a result culture may get diluted. We’ve seen several examples of this, where in the race to get ahead, profits at any cost take precedence over purpose, resulting in a ticking time bomb. While it is important to establish cohesion and a shared commitment to change, it is equally if not more important to prioritise accountability and consistency around culture - to continue to drive and bolster a common understanding around values, ethics, governance and responsible action.?

• Clients: For customers and external stakeholders, a strong culture rooted in integrity and excellence is synonymous with reliability. Within an organisation, every individual, right from the newest recruit to the most seasoned leader, are brand ambassadors and represent everything an organisation stands for. And it is the responsibility of every member of the organisation to create a consistent client experience - to not just meet expectations but deliver quality outcomes at each and every instance. This in turn builds trust, confidence and lays the foundation for much stronger long-term relationships.?

Cultivating the right culture is a continuous process and a collective endeavour - to carry forward a legacy and simultaneously gear up for the future. This does not merely entail a handover of value systems and behavioural standards, but a responsibility to prioritise and demonstrate it. It takes effort, commitment and conviction - organisations that have mastered the art, walk the talk every single day - creating resilient organisations where every member shares accountability to showcase their culture in action.?