Google

Google’s 5 Team Discoveries and the Patient Organization’s 7 Promises

By Walt Brown

“… I know, not the quantitative data that you were hoping for. However, Google found that teams with psychologically safe environments had employees who were less likely to leave, more likely to harness the power of diversity, and ultimately, who were more successful.”   –Michael Schneider – Inc.

Below is an email and an article one of my clients sent over with reflections on how his team’s journey to become a Patient Organization has already done what Google is struggling to discover and repeat.

“Dear Walt,

 Reading this article I cannot help but to paraphrase your book’s words:  “A Team is an Organization, and an Organization/Team is a FICTION only given meaning and power by those who buy-in, who believe in 7 Organizational Promises”

 Google points out that there are 5 things that need to be in place for a great team to exist.

  1. Dependability. Team members get things done on time and meet expectations.
  2. Structure and clarity.  High-performing teams have clear goals, and have well-defined roles within the group.
  3. Meaning. The work has personal significance to each member.
  4. Impact.  The group believes their work is purposeful and positively impacts the greater good.
  5. Psychological Safety.  

 I thought about these five things and they easily map to the 7 Promises.  I’ll recite the 7 Promises here and make the link to Google’s 5 in parentheses. I know I am butchering them, but close enough.

  1. I Belong.  I have the organization’s core values and skills to do my job. (Google’s Dependability)
  2. I Believe. I believe in the why, our priorities and the strategies we are following to get there. (Google’s Meaning and Impact)
  3. I’m Accountable. I understand and embrace what I am accountable for. (Your work with us using your Organizational Cognizance Model makes all the difference in the world, too much for this email.) (Google’s Structure and Clarity)
  4. I’m Measured. I understand and embrace how I am measured, it helps me think strategically. (Google’s Structure and Clarity)
  5. I’m Heard. I understand and embrace how my organization listens and how my opinion is heard. (Google’s Structure and Clarity, Psychological Safety)
  6. I’m Developed. I understand and embrace how I participate in my own development and how my organization offers me opportunities for development. (Google’s Psychological Safety.)
  7. I’m Balanced. I understand and embrace how my company helps me with my work life, health and financial balance. (Google’s Psychological Safety.)

 Now that we are on the other side of doing what it takes to become a Certified 7 Promises Patient Organization, reading this article made me kind of chuckle, because the list of 5 and 7 is basically common sense, the hard part, as you point out, is putting together an Organizational Operating System that allows every Team to make and keep 7 Promises to each team member, or in Google’s instance, to make and keep 5 Team Commitments.

 Also in the article, they talk about Google looking for the Algorithm that will allow them to repeat this, well Google, the “Algorithm“ is your Organizational Operating System that allows each individual to constantly align with and maintain yes to 7 fundamental things, a couple more than the 5  you are hacking around.

 Importantly, as Google learned and is hammered home in your book and through the Patient Organization Approach, without Psychological Safety, we are ruled by fear, and with fear there never is a strong team. Building a Team with people who are actively aligned with and saying yes to the 7 Questions, who are keeping the organizational promises, makes it easy to do what Google is discovering. Best of luck to them, we already have it figured out and made it repeatable. We have our algorithm.

Cheers, John.”

Ps: I included a little chart to make the links easy to see.

Over the years, Google has embarked on countless quests, collected endless amounts of data, and spent millions trying to better understand its people. One of the company’s most interesting initiatives, Project Aristotle, gathered several of Google’s best and brightest to help the organization codify the secrets to team effectiveness.

Specifically, Google wanted to know why some teams excelled while others fell behind.

Before this study, like many other organizations, Google execs believed that building the best teams meant compiling the best people. It makes sense. The best engineer plus an MBA, throw in a PhD, and there you have it. The perfect team, right? In the words of Julia Rozovsky, Google’s people analytics manager, “We were dead wrong.”

Selected to lead the efforts was Abeer Dubey, Google’s director of people analytics (HR). Eager to find the perfect mixture of skills, backgrounds, and traits to engineer super-teams, Dubey recruited statisticians, organizational psychologists, sociologists, engineers, and researchers to help solve the riddle. Included in this all-star lineup was Rozosky.

Fast forward two years, and Project Aristotle has managed to study 180 Google teams, conduct 200-plus interviews, and analyze over 250 different team attributes. Unfortunately, though, there was still no clear pattern of characteristics that could be plugged into a dream-team generating algorithm.

As described in an article in The New York Times, it wasn’t until Google started considering some intangibles that things began to fall into place.

“As they struggled to figure out what made a team successful, Rozovsky and her colleagues kept coming across research by psychologists and sociologists that focused on what are known as “group norms” – the traditions, behavioral standards, and unwritten rules that govern how teams function when they gather… Norms can be unspoken or openly acknowledged, but their influence is often profound.”

With a new lens and some added direction from a research study on collective intelligence (abilities that emerge out of collaboration) by a group of psychologists from Carnegie Mellon, MIT, and Union College, Project Aristotle’s researchers went back to the drawing board to comb their data for unspoken customs. Specifically, any team behaviors that magnified the collective intelligence of the group. Through Google’s Re:Work website, a resource that shares Google’s research, ideas, and practices on people operations, Rozovsky outlined the five key characteristics of enhanced teams.

1. Dependability. Team members get things done on time and meet expectations.

2. Structure and clarity.  High-performing teams have clear goals and have well-defined roles within the group.

3. Meaning. The work has personal significance to each member.

4. Impact.  The group believes their work is purposeful and positively impacts the greater good. Yes, that’s four, not five.

The last one stood out from the rest:

5. Psychological Safety.  We’ve all been in meetings and, due to the fear of seeming incompetent, have held back questions or ideas. I get it. It’s unnerving to feel like you’re in an environment where everything you do or say is under a microscope.

But imagine a different setting. A situation in which everyone is safe to take risks, voice their opinions, and ask judgment-free questions. A culture where managers provide air cover and create safe zones so employees can let down their guard. That’s psychological safety.

I know, not the quantitative data that you were hoping for. However, Google found that teams with psychologically safe environments had employees who were less likely to leave, more likely to harness the power of diversity, and ultimately, who were more successful.

Engineering the perfect team is more subjective than we would like, but focusing on these five components increases the likelihood that you will build a dream team. Through its research, Google made the ancient Greek philosopher Aristotle proud by proving, “The whole can be greater than the sum of its parts.”

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