Secrets of a Chief People Officer; Unveiling the Secret of Japan's Servant Culture

As I sit down to write this, I've not yet left Asia and I'm bursting to share my thoughts on my few weeks in Japan. It's really inspired me as a place.

I've been lucky enough to take time out with my family to share new experiences and to be fully present with each other as my husband and I teach our son about adventure and different cultures. The sights, the sounds, and the incredible hospitality in Japan have left an undeniable mark on us. From the bustling streets of Tokyo to the serene temples of Nara and Nikko, the ethos of selflessness and dedication to serving others is unmistakable.

We've not spent long in Japan, just under a month, but even my 9 year old son couldn't help but marvel at the genuine, consistent pride and joy that people take in their work, regardless of their role. In this beautiful country, the concept of "omotenashi" – the art of hospitality and service – is deeply ingrained in society. Whether it's the meticulous attention to detail in a traditional tea ceremony or the humble gesture of a shopkeeper bowing deeply to express gratitude, the spirit of service permeates every interaction. What struck us most was not just the outward gestures, but the genuine pride and joy that people took in their work, regardless of their role.

This culture of service extends far beyond the hospitality industry. Even the most mundane tasks, such as cleaning the streets or maintaining public facilities, are approached with a sense of duty and pride. It's evident in the immaculate cleanliness of the cities and the meticulous care taken in preserving cultural heritage. Everyone takes a pride in this; there is rarely a public bin on the street and not one piece of rubbish lying anywhere.

As someone deeply passionate about fostering thriving workplace cultures, I couldn't help but draw parallels between the values I witnessed in Japan and the aspirations many of us hold for our own organisations. Imagine a workplace where every individual, from the most junior role to the CEO, takes pride in their work and strives to serve others selflessly. A place where empathy, humility, and a commitment to excellence are not just buzzwords but integral parts of the organisational DNA.

While the UK, along with other western societies, undoubtedly boast its own rich tapestry of values and traditions, replicating the universal application of Japanese servant culture in the workplace presents a formidable challenge. I have to say, despite this blog title, I still haven’t uncovered the secret to doing this consistently across an entire organisation. The challenge as well is that the larger and/or more dispersed an organisation, the harder this is. What I have found is that too often hierarchies and power dynamics stifle collaboration and creativity, creating barriers to true servant leadership. However, it's a challenge worth pursuing, for the potential benefits are multiple.

So, how do we begin to unlock the secret to cultivating a servant culture in our organisations? While there's no one-size-fits-all solution, here are a few key principles we can glean from the Japanese example:

1. Lead by True Example: Cultural transformation starts at the top as Leaders define culture. Leaders must embody the values they wish to instil in others, demonstrating humility, empathy, and a relentless commitment to serving both customers and employees. Not just one over the other, in my view. ?They must genuinely be invested in the wellbeing and growth of others, not just pay lip-service to it.
2. Foster a Sense of Purpose: People are most engaged and motivated when they understand how their work contributes to a greater purpose. By articulating a compelling vision and connecting individual roles to the organisation's mission, leaders can inspire a sense of pride and ownership among employees. Easier said that done, as leaders must embrace the importance of spending time communicating and embedding this (and not just once a year, or once a quarter).
3. Cultivate Empathy and Respect: In a servant culture, every individual's contribution is valued and respected. Leaders must create an environment where open communication, active listening, and mutual respect are the norm, fostering a true sense of belonging and camaraderie.
4. Invest in Continuous Learning and Development: Just as the Japanese dedicate themselves to mastering their crafts, organisations must prioritise learning and development initiatives that empower employees to grow personally and professionally. This is often one of the first places that budgets are cut, but from experience companies can create a continuous learning culture without having to spend a fortune.
5. Celebrate Diversity, Excellence and Contribution: Recognizing and celebrating each individual, and the achievements and contributions of people, reinforces the culture of service and reinforces desired behaviours. Creating an environment where everyone feels a sense of belonging, being valued, supported and empowered to do their best work.

Of course, implementing these changes won't happen overnight, and it will require a concerted effort from leaders at all levels of the organisation. But imagine the possibilities if we could unlock the secret to bringing Japan's servant culture to the UK workplace – a culture where pride in one's work, respect for others, and a spirit of service are not just ideals to aspire to, but integral parts of who we are as organizations and as individuals.

As I reflect on my time in Japan, I'm reminded of a Japanese proverb that encapsulates the essence of this servant culture: "Ichigo ichie" – literally meaning "one time, one meeting," but more deeply conveying the idea that each encounter is unique and fleeting, and therefore worthy of our utmost care and attention.

Let's strive to bring this spirit of "ichigo ichie" into our workplaces, creating environments where every interaction is infused with meaning, purpose, and a genuine desire to serve others.

And for those that love a picture, I've posted a few below. Yes, we were lucky to be here for Sakura.

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