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Culture Conversation Communication September 2018. Agenda. Culture, Conversation and Communication Culture – What it is and why it is relevant to internal audit and how does psychological safety impact Culture? Conversation – Primal versus Choice
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Agenda Culture, Conversation and Communication • Culture – What it is and why it is relevant to internal audit and how does psychological safety impact Culture? • Conversation – Primal versus Choice • Communication – How deeper understanding leads to improved outcomes and a stronger internal control environment
What is Culture? An individual's psychological bond to the organization, including a sense of job involvement, loyalty and belief in the values of the organization. • Built by each organization member through exhibited values. • Made up of the following: organizational values, visions, norms, working language, systems, symbols, beliefs, and habits. • An Organization’s Personality – its shared beliefs, values and practices (i.e. the way it sees the world). Culture is sometimes referred to as Organizational Commitment.
Why Culture Matters? Culture sets the “Tone at the Top” The thing I have learned at IBM is that “culture is everything.” Louis V. Gerstner, Jr., former IBM CEO No matter how great a product or loyal the customer, companies will fall apart unless there is a strong culture and trust…
Culture and Internal Audit Considerations • Understanding culture is a success factor! • Culture informs risk appetite. • Culture informs internal control environment. • Culture informs how internal audit operates.
Gaining a Seat at the Table • Open Lines of Communication • In Tune With Operations • Stronger Trust with Auditees • Less Friction • Better Audits and Outcomes
Culture, Risk and Internal Control Failures TJ Maxx CIO suggested that they can be PCI complaint without upgrading to WPA technology and that TJX should take advantage of the leniency to save cash, in spite of the security risks, not all of the staff at TJX agreed with this…..
Google - Why Did Some Teams Perform Better? • Academic Literature Inconclusive • No patterns or evidence that a team’s composition correlated with its success….meaning the “who” did not seem to matter • Focus Shifted to “Group Norms” • Focus Shifted to “How”
Google’s Takeaway and Psychological Safety Leaders encouraged everyone to speak up equally & about the same number of times… Best team leaders created a sense of togetherness & encouraged folks to take a risk… PSYCHOLOGICAL SAFETY
Psychological Safety, Defined • The perceptions of both individuals and teams about the consequences of Interpersonal Risks in a work environment. • The concept encompasses beliefs about how others will respond when an individual in a group environment…. • Asks a question, • Seeks feedback, • Offers a new idea, or • Admits to a mistake.
Psychological Safety, Defined • We all calculate the RISKS associated with our actions which are important factors in assessing our willingness to engage in a behavior. • Team and Company psychological safety is a shared belief that within the team it is safe for members to take interpersonal risks, ask those questions.
What factors inhibit psychological safety? • Someone causes a team member to feel stupid, or unprofessional • Favoritism on a team • Walking on eggshells • Information Hoarding • Bullying • Dismissing concerns about a potential finding • Management speaking over team members, ignoring input
Impact of Low Psychological Safety • Negatively affect the effectiveness or quality of a particular audit. • May discourage audit team members, particularly those less experienced – from speaking up when they have questions. • Stress and frustration can lead to turnover and knowledge loss.
Conversations and Psychological Safety • Humans have been “wired” to focus on threats to stay safe • Today’s threats include….
Conversation and Communication Our Best Conversations and Communications Represent Our Best Selves and Values.
Conversation Triggers – Different Perspectives • Being Put on the Defensive • Verbal and Non-Verbal Cues
Overreacting and Not Being Heard GOING PRIMAL & TRIBAL YOU are WRONG, & STUPID &….!!!!!! I am RIGHT & SMART &…!!!!
Choices - Our Worst and Best Selves How do our behaviors and communications change when we are our best selves versus our worst selves?
Remember that You have a Choice! • “Everything can be taken from a man but one thing: the last of the human freedoms—to choose one’s attitude in any given set of circumstances, to choose one’s own way.” ― Viktor E. Frankl, Man's Search for Meaning
Conversation – How to Listen & Respond • Own Your Perspective • Start sentences with “I” vs. “You” • Mirror back • Admit Blame if appropriate • Put yourself in the other person’s shoes • Say “and” and not “but” • Use hypotheticals • Watch your body language
Changing the Conversation • Internal Audits Unique Role • Seeing Across the Silos • Giving the Benefit of the Doubt • Focus on the Outcome
What If You….. • Understood Culture • Had a Seat at the Table • Encouraged Psychological Safety • Communicated with Credibility
Thoughts Before You Go • Seek first to understand and then be understood. • We are all on the same team with different roles. • You have a CHOICE and reframing can avoid going Primal. • Be the adult in the room.
