How to learn from failure and quit the blame game
After a setback occurs, you have two choices: blame someone, or get wiser. Executive coach Alisa Cohn explains why a 'learning lab' is more productive than pointing fingers.
Alisa Cohn is an executive coach who works with senior executives and high potential leaders to help them create positive permanent shifts in their leadership impact and the results they achieve. She works one-on-one with CEOs and executives and with senior teams to help them work together better and create much impact as a team. She works with Fortune 500 companies as well as start-ups.
She also works with executive teams to help them be stronger as a team, have the right conversations and take the right actions to move forward faster.
Alisa provides practical tools and serves as a thought partner to support the challenging process of change. Leaders get the chance to practice their new behaviors and troubleshoot before doing them live.
Prior to becoming a coach, Alisa, a CPA, was the CFO of Clairvergent Technology Group, a Vice President at two high-tech start-ups. She was a manager and consultant at PricewaterhouseCoopers and The Monitor Group. Alisa holds an MBA from Cornell University and a BS from Boston University. She is a guest lecturer at Harvard and Cornell Universities and the Naval War College. She is a coach for the prestigious Linkage Global Institute for Leadership Development and for the Center for Inclusive Security, Harvard University.
Alisa is the executive coach for Runway - the incubator at Cornell NYC Tech that helps post-docs commercialize their technology and build companies. She serves on the Entrepreneurship at Cornell Advisory Committee and the President’s Council of Cornell Women.
She was selected as one of the Top 10 Coaches by Women’s Business, which called her “absolutely brilliant, laugh-out-loud hilarious and a superhero.” A dynamic speaker and skilled facilitator, she is known for her humor, energy, results-orientation and motivational style, along with a propensity to burst into song without warning.
Get in touch with Alisa Cohn at alisacohn.com.
Alisa Cohn: The thing about building a company is that inevitably things go wrong, and bad things happen.
You don’t want that to happen, you don’t anticipate when that happens, but it is inevitable in the lifecycle of any company.
When that happens the best way to react to that is to use it as a learning lab. Use it as an opportunity to call everybody together and really have a laboratory, have a workshop, have an understanding of: how do we unpack what happened and why it all happened with no blame but with understanding of the systems that got us here, and then how do we think about how do you respond right now together, and then how do you move forward from there, both in terms of establishing maybe new procedures, establishing some new policies, some even new ways of thinking, some new operational tactics, but then also this is equally important, how does the company and the CEO and the team around him or her successfully move on emotionally, kind of create a new point of view recognizing that that was in the past and there’s the future to look too? You can’t change the past, you can only change the future.
So the best way to debrief any bad thing that happened, any problem is just to go down the tiers of “Why.”
And so you start with—so let’s assume that the project that you’re working on is late, let’s assume it’s a product release, and that it is now definitely not going to make its deadline, and it’s probably three or six months late.
First of all it’s important just to create an environment where people can talk freely and not feel blamed, because we’re just debriefing to understand what happened.
So it’s about understanding the structure of it not looking to finger point.
But the first question is, why? So why was the release late? Well, engineering, for example, didn’t deliver the code on time.
Why didn’t engineering deliver the code on time? Because they weren’t given the specs early enough. Why weren’t they given the specs early enough? Because product didn’t get them to them early enough. Why didn’t product to get them to them early enough Because product didn’t understand from marketing the requirements early enough.
So if you keep going down those and you understand why did marketing not get them early enough, it’s because they didn’t have a good plan to get the customer data they needed to, then you can take a look at what went wrong here.
Is it about we need to tighten up our process (which is very often true, especially with startups)?
Is it that we need to have a better timeframe for deliverables (which is often very true when you’re working on complicated multi-domain projects)? Or do we just forecast incorrectly? Did we not take into account all the multiple steps that leads to the product release, and that’s often very true as well? And maybe why didn’t we take into account the multiple steps? Because there wasn’t one person in charge.
Great. So going forward we know that we need to all take into account the multiple steps, and declare one person the owner of the project overall, and let’s try those two interventions, those two changes, and that’s going to help us have more excellence in operations.
After a setback occurs, you have two choices: blame someone, or get wiser. Executive coach Alisa Cohn explains why it's important not to point fingers or shut down and never mention the fiasco again—tempting as that may be. Instead, it's critical to run a disaster debrief. By reframing the conversation as a 'learning lab' it can help defuse tension and build a stronger team that has found and fixed its weak spots. What is the key to running an excellent debrief after a failed project or difficult delivery? Using an example, Cohn explains why working down the multiple tiers of "why?" is so powerful when you're trying to learn actionable lessons from failure.
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What does sports fandom look like in the new normal?
- With the masses huddled at home and glued to our screens, the last several months of frozen competition provided an opportunity for sports franchises to experiment with creative modes of fan engagement, often involving multiple media channels.
- On another level, this is a challenge that wasn't prompted by COVID-19 and won't go away when COVID-19 does.
- Franchise marketers are accelerating their digital transformation processes, finding innovative ways to connect with fans online, with VR, community building and repackaging classic content.
Head back to the stadium – virtually<p>After months of deprivation, fans are panting to see their favorite teams. For the moment, they are so eager to return to live sports that they are ecstatic over any live game broadcast. On July 5, some 5.7 million people tuned in to the Southampton v. Manchester City match, making it the Premier League's most-watched match ever. </p><p>But as time goes by, the shine of live sports will wear off. An empty stadium is disappointing both for viewers at home and for players. The NFL's "virtual draft" event in April drew a larger audience (15.6 million) than Monday Night Football did last weekend (14 million), even though the former was little more than a televised Zoom call while the latter was a marquee matchup between two of the hottest teams in the league, the Chiefs and the Ravens.</p><p>The time has come for the sports industry to find creative ways to harness technology for the next generation of fan engagement. What can we learn about the future based on what worked best during the pandemic?</p>
Breathe new life into regurgitated content<p>Filling up gaps in the programming schedule with reruns of classic games worked well at first, but returns are diminishing. Success requires networks to put more work into their content choices.</p><p>Tommy Stimson, managing director at Qualitative Insights, <a href="https://marumatchbox.com/4-actions-fan-engagement-sports-covid-19/" target="_blank" rel="noopener noreferrer">points out</a> that fans aren't very interested in games from the last 10-12 years. Footage from these games is already widely available online, plus "The known outcome and familiarity with the content makes the reruns less-than-satisfying." Instead, Stimson recommends showing iconic, historical sports moments that most of today's fans haven't seen or experienced. </p><p>Fans appreciate reruns far more when the footage is interspersed with new analysis and commentary, either from current players or from the athletes who were playing at the time. One of the darlings of Netflix's pandemic-era programming lineup, Michael Jordan's <em>The Last Dance </em>documentary, which followed the 1997-98 Chicago Bulls on their title run, drew an average of 5.6 million viewers for each of its ten episodes.</p><p>Many teams hosted social media-integrated "watch parties," where former players shared their personal memories and fielded questions from fans while streaming classic games, and fans were delighted with the multi-screen experience, which dovetailed perfectly with game rerun telecasts. <a href="https://www.prnewswire.com/news-releases/survey-sports-with-empty-stadiums-means-millions-of-americans-will-be-engaging-from-home-301094037.html" target="_blank" rel="noopener noreferrer">One poll</a> found that 76 percent of U.S. fans want more watch party-style viewing options moving forward.</p>
Screenshot of New England Patriots re-watch party ad
Credit: Facebook<p>Networks would also do well to tap into the <a href="https://bigthink.com/culture-religion/money-sports-success" target="_self">deeper reasons</a> why people follow sports, by sharing narratives about how teams come together as a unit, or times when players overcame adversity. Viewers are eager for behind-the-scenes content that reveals how players stay in shape, how managers set strategies, or the motivating factors behind decisions to trade, draft, and otherwise acquire talent.</p><p>As brands collect more viewer data, they can also deliver more personalized content experiences that engage fans more deeply. </p>
Invite fans to vote for in-game elements<p>Giving fans ways to have a real effect on in-game elements is another winner for the sports industry. Juventus has long been a trail-blazer for digital transformation, so it's no big surprise to see the storied soccer franchise leading the way again.</p><p><span></span>Juventus <a href="https://www.socios.com/new-goal-celebration-song-for-juventus-is-revealed/" target="_blank">invited fans to vote</a> for its new in-stadium goal celebration song using Socios, a token-based voting and rewards platform, to ensure that the results wouldn't be sabotaged by rival fans or manipulated by hackers.</p>
Credit: Twitter<p>Fans overwhelmingly chose Blur's "Song 2," and were rewarded by <a href="https://www.dailymail.co.uk/sport/football/article-7868543/Juventus-fans-chose-iconic-Blur-track-goal-anthem-pioneering-blockchain-vote.html" target="_blank" rel="noopener noreferrer">hearing the song four times</a> in the first back-to-business game between Juventus and Cagliari. </p> <p>Socios has been doing some interesting work in the digital fan engagement realm beyond the Juventus example. Its parent company, Chiliz, partners with teams to issue blockchain-based, franchise-branded coins. Apollon Limassol FC decided to put on a head-to-head skills challenge between players, with <a href="https://medium.com/chiliz/apollon-fc-apl-fan-token-sells-out-in-6-minutes-generating-100k-f3bc6a98e75d" target="_blank">fans using tokens to vote</a> on the matchups. In esports, itself a social distancing-friendly concept, fans of Spanish team Heretics were able to vote on which players would go head to head in Fortnite death-matches.</p>
Encourage fans to connect together at home<p>Part of the beauty of sports is that it forges relationships. Season ticket holders connect with neighboring seatmates in the stadium; families bond over a shared love for their teams; friends come together to watch the big match and analyze it ceaselessly during and after the game.</p> <p>It's difficult to translate this to a situation where even private socializing is frowned upon, but it's not impossible. </p> <p>To build hype as the NFL season neared, Pepsi <a href="https://www.marketingdive.com/news/pepsi-delivers-tailgate-in-a-box-to-football-fans-hankering-for-game-day/584016/" target="_blank" rel="noopener noreferrer">tapped into this demand</a> with a "Tailgate-in-a-box" kit that includes an outdoor projector and a range of Pepsi products. The kit is valued at $5,000 and was delivered to sweepstake winners, so it's unclear how this will translate into the general market, but the opportunity is clear. Pepsi is also experimenting with a "tailgate tour" that brings live music and outdoor games to fans viewing from home. </p> <p>The <a href="https://www.sportbusiness.com/2020/09/nba-leverages-microsoft-partnership-to-revolutionize-virtual-fan-experience/" target="_blank" rel="noopener noreferrer">NBA led the way recently</a> by offering 320 fans the opportunity to "attend" games in the Orlando bubble. At-home viewers logged in through Microsoft Teams, and their streamed likenesses were beamed onto 17-foot video boards set up around the courts. The tech made it look like viewers were sitting next to each other, plus participants could interact with each other and see and hear their reactions in real time. The NBA has other plans to allow fans to chat during games, display a real-time statistical overlay, and introduce gaming elements as well. </p>
Credit: Instagram<p>Technological advances, including <a href="https://bigthink.com/what-would-it-take-to-create-a-fully-immersive-virtual-reality" target="_self">virtual reality</a> (VR) and augmented reality (AR), offer teams new ways to offer virtual fan experiences.</p> <p>Another option that could become very popular is <a href="https://losangeles.cbslocal.com/2020/05/27/virtual-reality-sports-fans-broadcasts/" target="_blank" rel="noopener noreferrer">audio AR</a>. Powerful recording equipment picks up the minutiae of sounds that make up the audio backdrop of in-stadium viewing, and then broadcasts it to at-home viewers. AR allows the noise to grow louder or fainter as viewers "move" closer to or further away from the action. Brands can even add crowd sounds, like gasps at a near miss or the shouts of vendors, to enhance the experience. </p> <p>In Japan, an app called Remote Cheerer allowed fans to capture their real-time reactions to on-field action and actually play triggered sounds in the stadium, instead of the canned crowd noise we've hearing in our MLB, NFL and NHL telecasts. This type of solution keeps fans at home more engaged and makes even the passive TV watching experience more authentic.</p>