Purpose

Blue Vests for Inappropriate or Inspirational?

AFL’s reaction to the increased poor behaviour in match day crowds (image: Reddit)

AFL’s reaction to the increased poor behaviour in match day crowds (image: Reddit)

The balance between safety and Orwellian dystopia

One of life’s joys in my world is going to watch live sport. I loved playing and intend to enjoy swinging a golf club for decades to come, but watching elite sport is special to me. In fact, I get a little angsty if I go too long without it. I love how I can be watching a sporting event anywhere in the world and turn a stranger next to me and discuss a topic on hand freely with complete openness and connection. Its great fun!

I also love getting parochial. I am big, loud, and can be as one-eyed as any other supporter (i.e.. my team is always getting a raw deal.) It is also a good opportunity to catch up with mates and discuss everything that is going on in our worlds.

With my crew at the Liverpool FC exhibition match at Adelaide Oval a few years ago

With my crew at the Liverpool FC exhibition match at Adelaide Oval a few years ago

It is for all these reasons that my first reaction to the AFL’s Behavioural Awareness Officers at football games this week has been met with scepticism. The supporter nation has expressed its distaste to this initiative as there is a feeling in Australia that yet another layer of policing and surveillance has been introduced.

You can hear the sporting population crying out “What! Now, I can’t even go to a game of footy without being treated like a school kid!” The parallel to George Orwell’s 1984 are being drawn often, and this does not fill my heart with joy.

On the other side, there are harsh realities to face. Do we know how to behave? Are we good at self-regulation? Is it the small minority that ruin it for the rest? In the context of AFL footy, there have been an increased incident of fist fights at games in recent years (the Age). 2019, has been full of anti-social behavioural incidents and trend is not going in the right direction.

So, if the answer to the above questions was ‘no’, then what is the appropriate action to nudge us in the right direction?   

A friend of mine from childhood, Brooke Taylor, works hospitality at Adelaide Oval during AFL games. She speaks of a heavy police presence that should be able to manage anti-social behaviour as there are already plenty of them at games. This on top of security guards dotted around the ground and in stands.

Yet, the AFL felt the need to add another layer of targeted security – the Blue Vested Behavioural Awareness Officers.  

A heavy Police presence - is more of this answer in our communities, teams, and organisations?

A heavy Police presence - is more of this answer in our communities, teams, and organisations?

In my view it is clear that no one wants to be in any environment where they feel unsafe. So Inappropriate behaviour is what we want to eradicate. On the other end of the spectrum is the behaviour we want to encourage; I would suggest this is Inspirational behaviour. Then there is a large gulf in the middle with the centre probably being Vanilla (a generic term for boring or non-descript).

The Behaviour Scale. In the pursuit of Vanilla we can increase the Inappropriate.

The Behaviour Scale. In the pursuit of Vanilla we can increase the Inappropriate.

In searching for lowering the Inappropriate it would seem the AFL have aimed to increase the Vanilla. By doing this, there has unfortunately been an increase in the Inappropriate. Not a decrease.

 It would seem that the Inspirational has been left out of the discussion. Some of the comments in the media have displayed this. A good example is that of Jeff Kennett (ex-Victorian Premier, and current Hawthorn president) saying,

"I’m not being racist when I say this, but when I saw some of the footage, the people who are making judgments while they wear these authoritative coats, are not people who appear to have a great knowledge of our game."

This is not helpful, and Kennett has apologised since. But there is one element in his comment that is near the mark. Stay with me on this.

In 2004, Portugal hosted the European Cup in soccer (like the World Cup, but for European Nations). The Portuguese were readying themselves for an invasion of English fans (called Hooligans) that would travel in mass and had a reputation as the most thuggish in the world. Riot gear and water cannon tanks were being marshalled ($21 million worth!). Aside to this they also enrolled other help. Clifford Stott, a crowd violence expert was drafted in to help. He implemented Blue Vests, coincidentally as the AFL have done. But in a very different way and with greatly different results.  

Riots in Portugal’s Euro 2004 tournament occurred where Riot Police were stationed. Coincidence?

Riots in Portugal’s Euro 2004 tournament occurred where Riot Police were stationed. Coincidence?

 Stott, implemented the following ideas:

1.       No riot gear – this signals war. It signals get ready to fight. The exact opposite message to send the crowds.

2.       Select the right people – he did not select officers for their riot control skills, but ones that had good social skills. They could have a friendly chat and strike up conversation.

3.       Study – all of these officers were encouraged to study the teams, the players, the coaches, and form guides. This is the bit Kennett was on nearer the target on – game knowledge is crucial to be able to interact in a way to signal positive behaviours.

4.       Intervention – policing at the level the crowd saw as appropriate, not a level the police saw as appropriate. This was the toughest initiative to get the team behind. It seemed illogical but proved essential. This would eradicate feelings of injustice and violent responses.

The result was that over a three-week period, Portugal welcomed over one million fans and there was only one arrest of an English supporter. There were 2000 police-crowd interactions reported, with only 0.4% qualifying as disorderly. The only violence experienced was in areas where Riot Policing was still being utilised. In fact, one incident occurred in Portugal where English fans asked the Blue Vests to sort out another policeman who was using force on a punter. The Hooligans were now policing the police’s behaviour!

In 2008, they literally wrote the handbook based on Stott’s and other’s work called Policing football in Europe. Not everything translates, but Gillion McLachlan (AFL CEO) could do with including this in his bedtime reading.

The big lesson I take from this is that when the police, security, and the crowd have a sense of shared purpose, the Inspirational behaviours are encouraged. Everyone is on the same side.

This provides us all with an opportunity to reflect on our teams and organisations where all too often there are heavy handed tactics to ‘Vanilla’ everyone’s behaviour instead of encouraging Inspirational behaviours.

What type of Blue Vests do you want to see? What type of Blue Vest are you?

Infinite is possible

liverpool with kop vs barcelona.jpg

Liverpool Football Club show us anything is possible

Last week, Liverpool Football Club (LFC) won when they had no right to win. The Full Story here for those that do not follow European Soccer, or Sport in general. LFC had their best players sidelined because of injury, were playing the best team (and player) in the world, and had to score three goals without allowing Barcelona to score one. The assignment was as tough as any seen in the industry.

Jurgen Klopp, the LFC Manager, simply asked his team to go out and “celebrate football”, and to “fail beautifully”. There was no focus on result, but more a focus on enjoying the opportunity and the shared experience. In the ultra-macho world of sport, we are starting to see leaders show the value of openness, vulnerability, and using the concept of love.

Even in Australian Rules Football, we saw last year’s runner-up Coach Nathan Buckley (Collingwood) declare his ‘love’ for his players at three-quarter-time in the Grand Final. They lost, but are stronger and more united than ever since that day. This would have been taboo in years gone by. And, it still may be in boardrooms today.

Click to watch Raw Emotion - The Coach's Grand Final experience

Click to watch Raw Emotion - The Coach's Grand Final experience

These men are showing us that through Social Proficiency they are gaining elite performance. They understand that technical ability and analytic ability are important and need to be worked on every day for improvement. But the social abilities are where the truly transformative results come from.

Klopp described his team as being “f*!king mentality monsters”. From what I understand there are a few ingredients that go into being a mentality monster:

1.       Belief – knowing ‘we can do this’. Usually coming from doing the work and doing this work over a prolonged period of time. There are no short cuts.

2.       Undistracted – is that even a word…? It is now. No matter what the world is throwing at us, we will continue to focus on the few isolated things we need to do now to drive the project forward.

3.       Passionate Care – we need to find meaning. Otherwise it is difficult to push when all seems lost.

4.       Shared Purpose – the elements that tie everyone together in their efforts.

"They are f*!king mentality monsters", Jurgen Klopp in a live interview on Sky Sports

"They are f*!king mentality monsters", Jurgen Klopp in a live interview on Sky Sports

When asked to achieve an insurmountable target or goal, remember Jurgen and his boys. Remember the red men, and how they sent Barcelona packing when every single rational thought told us it was not possible.

It doesn’t just happen in the movies. Infinite is actually possible for all of us.

Play Beyond Targets is a multi-discipline program with four key pillars to help professionals build rhythm into their workflows, their teams, and their organisations. It is with this Rhythm that effectiveness can skyrocket enabling people to achieve well beyond what they thought was possible. Get in touch with me directly to find out more - paul@paulfarina.com.au

Strengthen Branding or get left behind

How quickly is the retail landscape changing? It seems that everyone is telling us that change has never been quicker. I am not sure how true this, but the one indisputable fact is that change is upon us. This change comes in the form of international business crossing boarders both on-line, and now in our shopping strips and malls. So with this cycle of powerful retailers hitting our Aussie shores, what is the number one defence that local retails can initiate?

To answer this question, I took inspiration from a recent trip to LA – the home of extremes. There are big gas guzzling monster trucks driving alongside eco-warrior electric cars. There is the extreme luxury and wealth of the Hollywood and Beverley Hills Celebs living next to droves of homeless in the adjacent streets. But, amongst all of this I noticed one clear distinction. The culture of service among the successful retailers wherever my wife and I dined and shopped.

From a customer point of view, it starts with the overall end-to-end branding experience that you receive. A strong identity that connects the product to the people, to the location, and the entire experience. An example of this was when we visited a super-healthy café near Venice Beach. LA is the birth place of the Superfood phenomenon, and I was blown away by their execution. Calm and rejuvenation were a part of the dialogue, but they went deeper than this. Their purpose was to engage the consumer with the art of connection. They used some creative ways to instill this branding like the naming of items of the menu – but they took it further. The WIFI connection password was iamconnected. To add to this our server took our order and left us with an exchange I will never forget:

Waiter: “Thank you for your order. Would you like to know today’s question?”

Me: “Yere, sure, why not…”

Waiter: “What is your mission?”

Before we could react, he was on his way to file our order and get on with serving the other customers. We looked at each other. Thought. Looked at each other again. Smiled. And then, something great happened. We started talking about the question. What he meant by it. What our mission was. What our mission for the day was. What our overall mission was.

Our actual mission is irrelevant so I won’t bore you with the discussion that ensued. The genius is that this café was all about health, and connecting with yourself and others. In asking this question, we were immediately engaged in a thought provoking and fun way. From a branding point of view, I was left extremely excited. Brilliant! Simply brilliant!!! The overall experience was aligned and faultless. The delivery was spot-on. The effect was memorable.

Now, this sort of thing can sound gimmicky, but when all aspects of your customer experience are aligned, you move from gimmicks to something else – strength. Having brand alignment in the customer experience across all aspects of your business adds up to a very strong brand presence. You become memorable, and your customers become advocates. This results in real business growth.

It is on this trip that it struck me! All of the strong brands in Australia (small and big), and all of the internationals coming to our shores all have strength in end-to-end branding. A strong Brand Image. A Brand Experience. As business leaders, we need to be ultra-critical of every aspect of our customer-touch points. Are they aligned? Do our staff understand them? Do our staff know how to deliver them? Are there any weaknesses along our customer service chain? Does our on-line match our off-line? Do we stand out? Are we using the best language?

In driving this brand strength, it is vitally important to also make sure we deliver on our brand and product promise. Another key question to ask is: are we style over substance? There is nothing worse than having a beautifully presented space and brand, but then the end result is a poor-quality product or poor perceived value (by the way, we experienced this many times in LA also – I question if these businesses will still be around by the time we return). In an age of Insta and photo filtering and infographics, the aesthetic of our branding is so important, but copy-and-paste the latest trend at your peril. If it does not match the overall goal or mission of your business and your people, then it may do more harm than good to your business.

I feel that in the coming years we are going to see large international monster companies come to our shores and successfully navigate the tough Australian market (unlike those that failed previously, i.e. Hollister, Starbucks, and more recently Topshop). The local business that takes their end-to-end branding to a memorable and sophisticated level will be the ones that stand up and push forward in the new Australian business environment, no matter how quickly change is occurring in the landscape.

Time - start with your team

This may be a familiar situation for you. The week starts with a vigour and a mindset of positivity and a list of actions you are going to achieve. Then within less than ten minutes of walking into work, you are ambushed with all sorts of unforeseen problems that you need to attend to.

Time. Having more of it. I can’t say that I have the answer, and there are may tools out there which help. Some work for some, some work for others. But, one thing I like to focus attention on is how your team views and uses their time.

When managing a team there are some key habits you can use to squeeze a lot more out of your team’s time, which can impact on your own time restraints. It’ll take some investment on your behalf, but the wins can be enormous:

  1. “I don’t have time” or “I have been too busy”. How many times do you hear this from your team when you are asking about a job they needed to do? If you kept a log of this, it would easily be in the high double digits every week. Let’s clear something up here – when one of your staff say either one of these phrases they are sending you a clear and loud message. The real message is: “I don’t care about it”. Or, to be more diplomatic, “It is not a priority to me”. Now, that you know what they are saying, you can now delve into the real issue – does this person have their priorities aligned with the business? This sets us up to have a great chat about improving the situation, and therefore saving you a huge chunk of time in the future.
  2. Less System is more. Processes and systems are so important. In retail, having simple but well drilled systems will be the difference between great customer service and fantastic sales versus inconsistency and frustration. However, before implementing new systems a great way to cut down wasted time is to audit your current systems and get rid of everything that is not efficient and effective. Minimising the volume of systems in your business will mean that you have a lot less to manage, communicate, and upkeep. Simple and strong is the name of the game.
  3. What are you going to do with it? As a manager or business owner, there are beautiful little windows of time that pop up. You know the ones. Its where everyone is set up, all customers are being served, you have your to-do list done, and you are free. You are actually free for 10 minutes, or 20, or maybe even longer! It doesn’t happen often, so there you are looking over everything, or sitting in your office, and you say to yourself “s#*@, what am I meant to do with myself!!!?” Because we are not used to this, it can freeze us, and because it is unfamiliar it can be really uncomfortable. So, be sure to have a plan. Jotting down a few key things you would like to do or work on if you had 10 minutes, 30 minutes, or an hour to yourself a day, or a week is a great motivator and will also ensure that this time is used wisely – it’ll feel great.

Being buried in tasks can really hurt a retail business. Remember, you are the most influential person in the entire business. If you consistently run out of time to get everything done, or to enjoy your work, then it is not only tough, but it is also not going to be good for overall business. You don’t want that – it’s the opposite of what you want to achieve.

Using some easy to implement tools is the first step towards building a team with great capability leaving you with time to chase the fun stuff in your business.