Organizational Culture

Stuck in an endless loop of client changes? Lost track of what revision this constitutes? Yeah. Been there. Done that. The secret? It's not about saying no. It's about saying yes to the right things upfront. Every project that goes sideways starts the same way: Vague agreements. Fuzzy boundaries. Good intentions. Six weeks later you're bleeding money and everyone's frustrated. Here's my framework after 30 years of running two 8-figure businesses: The SOW is your salvation. Not some boilerplate template. A real document that covers: • Exact deliverables (not "design work" but "3 homepage concepts, 2 rounds of revisions") • Hours of operation ("We respond M-F, 9-5 PST. Weekend requests get Monday responses") • Revision rounds spelled out ("Round 1 includes up to 5 changes. Round 2 includes 3.") • Feedback cycles defined ("48-hour turnaround for client feedback or the project may be delayed or additional fees may be incurred") But here's what most people miss— Don't work on client notes immediately. Client sends 37 pieces of feedback at 11pm Friday? Producer sends conflicting notes from the CEO? Marketing wants one thing, sales wants another? Stop. Collect everything first. Resolve the conflicts. Get on the phone and discuss it with your client to get alignment. Separate the "have to haves" from the "nice to haves". Then present unified changes. "Based on all feedback received, here are the 8 changes we'll implement. This constitutes revision round 2 of 3." Watch how fast the random requests stop. No extra work that goes unappreciated. No more feelings of being taken advantage of. Communicate before the crisis, prevents the crisis from happening. "Just so you know, we're entering round 2. You have one more included. After that, it's $X per additional round." No surprises. No awkward money conversations. No resentment. Scope creep isn't a them problem. It's a you problem. And that's good news, because that means you are in control. They're not trying to take advantage. They just don't know where the boundaries are because you never drew them. Draw the lines early. Communicate them clearly. Everyone wins. What's your most painful scope creep story? What boundary would've prevented it? Small Business Builders #projectmanagement #clientmanagement #businessgrowth

Should you try Google’s famous “20% time” experiment to encourage innovation? We tried this at Duolingo years ago. It didn’t work. It wasn’t enough time for people to start meaningful projects, and very few people took advantage of it because the framework was pretty vague. I knew there had to be other ways to drive innovation at the company. So, here are 3 other initiatives we’ve tried, what we’ve learned from each, and what we're going to try next. 💡 Innovation Awards: Annual recognition for those who move the needle with boundary-pushing projects. The upside: These awards make our commitment to innovation clear, and offer a well-deserved incentive to those who have done remarkable work. The downside: It’s given to individuals, but we want to incentivize team work. What’s more, it’s not necessarily a framework for coming up with the next big thing. 💻 Hackathon: This is a good framework, and lots of companies do it. Everyone (not just engineers) can take two days to collaborate on and present anything that excites them, as long as it advances our mission or addresses a key business need. The upside: Some of our biggest features grew out of hackathon projects, from the Duolingo English Test (born at our first hackathon in 2013) to our avatar builder. The downside: Other than the time/resource constraint, projects rarely align with our current priorities. The ones that take off hit the elusive combo of right time + a problem that no other team could tackle. 💥 Special Projects: Knowing that ideal equation, we started a new program for fostering innovation, playfully dubbed DARPA (Duolingo Advanced Research Project Agency). The idea: anyone can pitch an idea at any time. If they get consensus on it and if it’s not in the purview of another team, a cross-functional group is formed to bring the project to fruition. The most creative work tends to happen when a problem is not in the clear purview of a particular team; this program creates a path for bringing these kinds of interdisciplinary ideas to life. Our Duo and Lily mascot suits (featured often on our social accounts) came from this, as did our Duo plushie and the merch store. (And if this photo doesn't show why we needed to innovate for new suits, I don't know what will!) The biggest challenge: figuring out how to transition ownership of a successful project after the strike team’s work is done. 👀 What’s next? We’re working on a program that proactively identifies big picture, unassigned problems that we haven’t figured out yet and then incentivizes people to create proposals for solving them. How that will work is still to be determined, but we know there is a lot of fertile ground for it to take root. How does your company create an environment of creativity that encourages true innovation? I'm interested to hear what's worked for you, so please feel free to share in the comments! #duolingo #innovation #hackathon #creativity #bigideas

What makes an organization worth existing? This critical question is barely asked enough and certainly not answered enough. Evaluate your organization along these 3Ps to assess its value and necessity. Many organizations are there because… yes, because of what actually? The general (capitalist) answer is that they generate employment and economic value and thereby contribute to economic prosperity. Whether we agree or disagree, it is still merely a general answer. It doesn’t tell why any particular organization should or should not exist. To get a better answer, we need to look at which aspects of an organization make it worth existing. There are three: Product, Place, and Purpose PRODUCT - The organization as product/service producer The most tangible contribution any organization makes are its products and services. It is these that create value for customers and thereby make the organization meaningful to at least a select group of people or organizations. The key question to ask here is: do the organization’s products and services make it worth existing? PLACE - The organization as working environment Organizations are not merely product and service producers. They are also a place where people come together, interact and form relationships. This makes them worth existing as well, this time not for customers, but for employees. The key question to ask here is: does the organization’s working environment make it worth existing? PURPOSE - The organization as impact maker The third source of worth is an organization’s purpose. This concerns what it aims to achieve in the world and which significant problem(s) it chooses to address. It may not be able to solve them alone, but it can make a contribution that matters.  The key question to ask here is: does the organization’s purpose make it worth existing? The most valuable organizations answer a convincing “yes!” to all three questions. Their products and services address a real need, their working environment is great for people, and they contribute to a better world as well. This means that, if you want your organization to be worth existing, the goal is to score a yes on all three aspects. It doesn’t mean your organization shouldn’t exist if it only addresses two or even one aspect. Maybe your products are not really great and you haven’t managed to create a great working space yet either. But your purpose matters a lot. Then your organization is worth existing—and you know where to improve. Or, maybe your purpose is merely making money, but your products serve a real need and you offer a great working place where people flourish and grow. Then your organization is worth existing—and you know where to improve. Now look at your own organization. Is it worth existing on all three aspects? If not yet, where’s the biggest improvement? #organizationaldevelopment #companyculture #leadershipmindset

If you REALLY want to support women in the workplace, you need to start: → Offering flexible work arrangements, especially to support mothers. → Encouraging women to go for internal promotions → Paying women fairly and transparently → Creating environments where women’s voices are heard → Calling out microaggressions and biases when you see them → Offering leadership training and mentorship for women → Rethinking how performance and ambition are measured (not just who shouts the loudest) → Making networking and career progression opportunities accessible to all → Championing women even when they’re not in the room → Reviewing your hiring and promotion processes to eliminate bias → Creating policies that support women through all life stages (not just maternity leave) → Holding senior leaders accountable for diversity and inclusion goals → Ensuring workplace policies support women’s health, including menopause and period policies International Women’s Day should be about real, tangible action. Too often, we see businesses celebrating IWD while their leadership teams are still male-dominated, pay gaps persist and workplace policies don’t support women’s real needs. So, if you’re a business leader, hiring manager, or even a colleague... Ask yourself: What are you actually doing to make the workplace more equitable for women? 🤔

99% of companies will celebrate women and their achievements today. 99% of companies will talk about empowerment. 1% that will tackle the real issues: 👇 1️⃣ Limited Representation in Decision-Making Women continue to be underrepresented in places where key decisions are being made, resulting in decisions that do not reflect diverse perspectives and priorities. 2️⃣ Unclear Performance Criteria Women often face subjective performance evaluations that lack transparency, leading to disparities in opportunities for advancement and recognition. 3️⃣ Double Standards Gender biases create unequal expectations and treatment, where assertiveness in men may be praised as leadership while the same trait in women is labeled as aggressive or bossy, hampering their professional growth. 4️⃣ Authority Gap Despite qualifications and competence, women encounter barriers to accessing positions of authority, including unconscious biases, lack of mentorship opportunities, and entrenched gender norms that hinder their progress. 👉 To truly empower women in the workplace, it's imperative for companies to confront and address these structural barriers. I hope that today you are in that 1% of companies that will challenge the status quo and pave the way for meaningful change.

🗣️“You must be more assertive.” Last year, those five words burned into Amy’s memory. She’d walked out of her 2023 review at XYZ Global determined to “step up.” Speak more in meetings. Push harder on decisions. Stop softening her tone so she wouldn’t intimidate anyone. She did exactly that. Fast forward 12 months. Same conference room. Same 2 VPs across the table. 🔇“You’ve become too intense, need to work on softening your approach.” 😑 Amy stared at them, speechless. Wasn’t that what you asked for last year? Which version of me do you actually want? She thought about the past year: 🤔 The time she challenged a flawed budget forecast in front of the CFO, saving the company $3 million, but earning whispers that she was “abrasive.” 🤔 The time she stepped in to rescue a failing project, praised for her “grit” publicly, yet privately told she “dominated the room.” 🤔 The time she finally got invited to an executive offsite, only to overhear a VP say, “She’s great, but can be… a lot.” This is the tightrope trap senior women walk daily: • Be assertive, but not too assertive. • Be collaborative, but don’t fade into the background. • Be visible, but not “hungry.”    The same behavior praised in men (decisive, strong leader) gets women penalized as abrasive or too much. Until you set the narrative yourself, you’re trapped performing for a moving target. If you’re exhausted from balancing on a wire men don’t even see, here’s how to step off it and still rise. 1. Audit the pattern, not just the feedback • Track every piece of feedback, especially contradiction. Patterns reveal bias. If the goal keeps moving, it's not you! • Phrase to use in review: “Last year I was encouraged to increase my presence; this year I’m told to soften it. Can we clarify what success really looks like?”    2. Control the frame before the room does • Pre‑set the narrative in 1:1s and emails leading up to reviews. I.e., “This year I focused on driving results while bringing the team with me, you’ll see that reflected in project X and Y.” • This primes leadership to view your assertiveness as an intentional strategy, not a personality flaw.    3. Build echo chambers, not just results • Secure 2–3 allies who reinforce your strengths in rooms you’re not in. • Promotions happen in the absence, you need people echoing your narrative, not someone else’s. • Phrase to brief an ally: “If my leadership style comes up in review, can you speak to how I challenge decisions but still align the team?”    Women aren’t just asked to deliver results. They’re asked to perform, decode, and reframe, all while walking a wire men don’t even see. If you’re exhausted from balancing between “too soft” and “too aggressive,” stop walking the wire and start controlling the narrative. Join the waitlist of our next cohort of ⭐ From Hidden Talent to Visible Leaders ⭐ https://lnkd.in/gx7CpGGR 👊 Because leadership shouldn’t feel like an impossible balancing act.

🎉 NAIDOC Week is a powerful opportunity for workplaces to honour Indigenous culture and deepen their commitment to Reconciliation. 🖤💛❤️ But for many Aboriginal and Torres Strait Islander employees, this time of year can come with added pressure — often being expected to lead NAIDOC activities simply because of their identity. 🫱🏾🫲🏻 True Allyship means not assuming your Indigenous colleagues will take on the emotional or organisational load. Instead, take initiative, share the work, and ask how you can support without placing extra demands. 🙌🏾 Employers might also consider offering Aboriginal and Torres Strait Islander staff a day off to participate in community and cultural celebrations in a way that’s meaningful to them. 👣 Creating an inclusive workplace means celebrating NAIDOC Week in ways that uplift, respect and support your Indigenous team members — not rely on them. 🔥 How will your workplace walk the talk this NAIDOC Week? #PracticalReconciliation #TakeAction #AllyTraining #ActionsForAllies #NAIDOCWeek

The loudest voice in the room? The empty chair 🪑 Every meeting should have one. It symbolizes the customer: unseen but always top of mind. A simple, powerful reminder to think like a customer, always. Bringing that mindset to Accor inspired our first ever #CustomerDay. A moment for everyone to step into our customers’ shoes by listening to guests, frontline teams, owners, and leaders from customer-obsessed brands. Here are a few things I am taking with me: 💬 Listening is underrated and under practiced Guests don’t expect perfection. Neither do our hotel owners. What they really want is to feel seen, understood, and remembered. That starts with listening, not with a policy, or a process. 🌟 Small details can make a difference A welcome note. A room change before the guest asks. A favorite coffee remembered. The magic isn’t in grand gestures, it’s in the tiny moments that say: we care. 🤝 Customer trust isn’t built in meetings but in moment of need Like one of our owners said: “A strong partner is someone who doesn’t disappear when the guest is angry, or the elevator is stuck and who will pick up the phone even if it is 2AM on a Sunday.” 🧠 A good experience for our teams = a better experience for our guests The people on the front line don’t just deliver service, they carry emotions, solve problems, and represent our values, all day long. If we take care of them, they will take care of everyone else. 💡 You need to be intentional Being customer-centric does not happen by accident. It is a goal to pursue actively by creating the mechanisms to put customer first, always. To everyone who shared stories that day, thank you for the honesty, the laughs, and the inspiration. To those who made this day possible, thank you too! The empty chair isn’t just symbolic. It’s a mindset. And at Accor, it’s here to stay. 🙌 #CustomerFirst #CustomerCentricity #CustomerExperience

Real conversations at work feel rare. Lately, in my work with employees and leaders, I’ve noticed a troubling pattern: real conversations don’t happen. Instead, people get stuck in confrontation, cynicism, or silence. This pattern reminded me of a powerful chart I often use with executives to talk about this. It shows that real conversations—where tough topics are discussed productively—only happen when two things are present: high psychological safety and strong relationships. Too often, teams fall into one of these traps instead: (a) Cynicism (low safety, low relationships)—where skepticism and disengagement take over. (b) Omerta (low safety, high relationships)—where people stay silent to keep the peace. (c) Confrontation (high safety, low relationships)—where people speak up but without trust, so nothing moves forward. There are three practical steps to create real conversations that turn constructive discrepancies into progress: (1) Create a norm of curiosity. Ask, “What am I missing?” instead of assuming you’re right. Curiosity keeps disagreements productive instead of combative. (2) Balance candor with care. Being direct is valuable—but only when paired with genuine respect. People engage when they feel valued, not attacked. (3) Make it safe to challenge ideas. Model the behavior yourself: invite pushback, thank people for disagreeing, and reward those who surface hard truths. When safety is high, people contribute without fear. Where do you see teams getting stuck? What has helped you foster real conversations? #Leadership #PsychologicalSafety #Communication #Trust #Teamwork #Learning #Disagreement