Revolving door, evolving leadership

Go out an imaginary revolving door and come back into your Life with a fresh pair of eyes and an open mind. That’s how you evolve as a leader.

10-min read

A recent story, reported by Bloomberg, examined Ola founder and CEO Bhavish Aggarwal’s leadership style. The story called him “one of India’s most determined entrepreneurs” while, at the same time, calling him “a divisive startup kingpin”.

The story was peppered with anecdotes. One talked about Bhavish “punishing” a manager at Ola’s Futurefactory for a process deviation. The punishment: Run three laps around the plant! Another anecdote talks of him “directing Punjabi epithets at his staff”, “calling teams useless” and “ripping up presentations because of a missing page number”. The story reports that some managers and board members at Ola Electric are “vexed with Bhavish’s management style”.

Here are a couple of relevant quotes, from among a few, that are attributed to Bhavish in the Bloomberg story. They give us a peek into how he is seeing Life currently.

• “Passions and emotions run high and we are not on an easy journey. My anger, my frustration – that’s me as a whole.”
• “Not everybody is a fit for our culture.”

Bhavish could evolve as a leader

My soulmate Vaani and I have had a lousy experience every single time we have used Ola’s ride-hailing service. I remember writing to Bhavish too citing our terrible experiences and sharing our feedback. He never wrote back. Clearly, we are not fans of Ola.

However, even at the risk of sounding like I am defending Bhavish’s leadership style, I believe that he could evolve as a leader in the years to come. Leadership is an evolutionary journey. At 37, Bhavish is the way he is. But perhaps, over time, with reflection, through gleaning learnings from his current choices and attitude, he stands a good chance to evolve into a calmer, more resolute, sharper, and more effective leader.

Aggressive leadership is fine, but a toxic work culture is a no-no

It is quite common to find young people in leadership roles behave impatiently. Now, being impatient and temperamental is part of everyone’s evolutionary journey. This is how we all grow up, how we eventually learn to value being calm and anchored. Similarly, setting a scorching pace is often part of a young, aggressive, leader’s game and personality. And, therefore, demanding high-quality and high-performance from your team is absolutely fine too.

But a leadership style that induces fear, affects the dignity of colleagues and breeds a toxic work culture is a clear no-no.

That’s why a leader must keep their ears close to the ground: Are their team members acting out of a sense of purpose or are they operating from fear? Are they afraid of the leader, of losing their jobs? Are they working freely, happily or are they an unhappy workforce? 

The Bloomberg story does allude to Ola’s work culture possibly beginning to turn toxic. This is why it is perhaps a good time for Bhavish, as a leader, to pause and reflect.

Let’s take a moment here to understand leadership – and leaders.

Leadership is not about having power or position or title or money. Leadership is also not specific to a sector – like sports or politics or business.

It works well to have a simple definition for leadership. This is what Vaani and I understand it to be: Leadership is the ability to face any situation in Life and do what needs to be done, effectively and efficiently. Therefore, anyone can be a leader – no matter what role they are playing, or what circumstance they are dealing with, in Life. True leaders, over time, evolve to lead calmly. They learn this art through deep reflection. And this makes them lead with focus, in a hustle-free manner, in any given situation or context.

Deep understanding from lived experiences

This deep understanding of who leaders are and what leadership is comes from our own lived experiences.

I too was Bhavish’s age once. That was 18 years ago. And I too have been angry and frustrated at times when trying to build a world-class consulting firm.

Back in August 1996, as India celebrated its 50^th year of Independence, Vaani and I set up imagequity+^TM, Asia’s first reputation management firm. We envisioned imagequity+^TM with a strong purpose. We set out to be the world’s best reputation management firm by making people realize the value of their reputation. So, everything we did at our firm, and for our customers, we believed, had to be world-class. And it surely was.

We had standards for emails, for presentation decks, for how we were attired when were at client meetings or events, for paper clips, and for the quality of the stationery we used too! We constantly talked to our team members about our purpose, our vision and our world-classness. Every time we had a conversation on who we were and what we were setting out to do, we emphasized on the why behind our actions. On our purpose.

Over the years, we took great care though that our aggression did not manifest as toxicity in our work culture. We ensured that our demand for setting and achieving world-class standards did not induce fear or affect the dignity of our colleagues.

Expunge fear, enable greatness

In his seminal work, Good To Great, Jim Collins, the management thinker, had a name for programs that enabled greatness in companies. He called them catalytic mechanisms.

Inspired by his idea, we too put in place initiatives that invoked soul, provoked thought and inspired constructive, qualitative, action among our team members.

One powerful catalytic mechanism we used was an internal quality scorecard. It was based on a concept called COPQ – the cost of poor quality. It was an idea that we borrowed from quality circles. Back then, the manufacturing industry alone measured the cost of poor quality. We brought this measurement practice into consulting.

Every daily task, breakthrough idea and achievement was rated transparently – and measured consistently. And each month, the team member who achieved the lowest COPQ score – which is, the one who delivered the highest quality – was feted.

We had a Wall of Shame in the office. This was a dynamic leaderboard for COPQ scores. We were an aggressive team. We were brutally transparent too. Our work philosophy was simple: A business enterprise that strives to stay world-class must think, work and deliver like a great sports team. So, you had no place to hide on our team. If your performance sucked, it showed. The Wall of Shame held up a mirror to everyone on the team. We championed this tenet repeatedly: If each one of us was not delivering high-quality, consistently, daily, then it was indeed shameful!

Leaders will receive flak

Surely, I have been criticized and critiqued for my leadership style.

I was blunt and in-the-face. And I certainly lost my temper when there were process deviations. The pressure was always high on the team – to improve, to perform and to deliver excellence every single time. My title at the firm was chiefdreamer. I knew, however, that my team members often called me chiefscreamer – referring to my aggressive leadership style!

Some team members also questioned the idea behind the COPQ system and the Wall of Shame. Do we need them? Why are we obsessing over minor detail? Why shame people into being qualitative instead of inspiring them?

Vaani and I did take every feedback on board. Seriously. But we remained sharply focused on our view that unless we paid major attention to minor detail, we would not be truly world-class.

The results showed. In 2000, our practitioner model for reputation management was rated as the world’s best by the industry’s apex body based in New York. Our clients loved us. They gave us repeat business. And all our new business came only from client referrals.

We also unfailingly celebrated excellence on our team: Some of our team members made their first international trips while they were working with us. In one year, the best performer on the COPQ scorecard even won a new Maruti Zen car!

World-classness is not a one-time feat

Undoubtedly, we had a very competitive, high-performance culture. Yet, while it was demanding, it was never toxic. It also was not fearful. I was pushy, but I was never abrasive.  Simply, at our firm, we worshipped world-classness and celebrated everyone who walked that path alongside us.

To Vaani and me, even today, world-classness is not a one-time feat. It is a daily quest. And we firmly believe in this principle: Unless you perfect your game, daily, you cannot stay on top of it, daily.

Therefore, to stay on top of the game, I have been impatient as a leader in the past, in my youth. I used to get frustrated quickly when people failed to understand why we did what we did. In my book, Fall Like A Rose Petal, I tell the story of how I dramatically fired a team member, for consistent instances of poor quality from him, by literally walking him out the door! There have also been times when I have expressed my frustration by banging my fist on the table. On a couple of occasions, I have even smashed my spectacles!

I have also carried my work – and related pressures and stresses – home. This means, I have taken phone calls at the dinner table or when on vacation with the family. Some of those phone calls invariably brought bad news. And I would immediately lose my cool. Unwittingly, I realize now, I have presented my angry side to Vaani and our two children on many occasions. However, I never had reason to be angry with any of them nor have I ever consciously taken out my anger on them.

An awakening, shameful, realization

Every time my anger subsided, I would be gripped by the realization that I could have avoided getting angry in the first place. And when the realization was wholesome, when it was total, it was a shameful and awakening one.

In April 2003, we took a values-based decision to choose the path of integrity and separated from an unethical client. Nothing wrong with that. The way we chose to run our business after this separation, however, led us on a downward spiral. In end-2007, our firm went bankrupt. And ever since, it has been so many years now, Vaani and I have been enduring this bankruptcy. You can read our story here and in Fall Like A Rose Petal.

In the years leading up to the bankruptcy, between 2003 and 2007, I was very lost in Life. I was in my late thirties. I began asking myself important, searching, questions on Life, about me, and about the circumstances we were faced with. It was a spiritual quest. It led me to deep-dive into a spiritual practice called mouna, of observing daily silence periods.

Early one morning, during one of my mouna sessions, I had an epiphany. I understood a simple, powerful, truth about my Life. I discovered that I was intrinsically unhappy being angry and frustrated. I understood that for my world to transform, for my Life to transform, I had to transform. I wholeheartedly embraced this process of transformation. I started seeking ways to understand how I could lead calmly, with focus and equanimity.

Going out the revolving door and coming back in

In his book, Only The Paranoid Survive, Intel founder Andy Grove talked about an idea that helps with reviewing and taking stock of decisions and situations. His idea deals with going out an imaginary revolving door and coming back into any complex situation with a fresh pair of eyes and an open mind.

What will you change about yourself, your choices, your decisions, to change your current reality? What must you do to be happy with the Life you have? What must you do with all those aspects of your Life that make you unhappy?

These are the questions I asked myself during my mouna sessions.

It was around this time that Eknath Eswaran’s book, Gandhi The Man, came into my Life. Reading this book helped me realize that anger was energy, which when channeled, could be deployed very constructively. What I learnt from Gandhi, the man, holds the key to my own personal transformation. I decided to channelize my anger for me to be spiritually stronger, wiser and, importantly, happy.

You see, anger is just plain, raw, energy. Like all other forms of energy, it too can be used constructively or destructively. We become angry when we dislike an experience intensely. And because we cannot immediately control what is happening to us, around us, we express ourselves angrily. Now, in such situations, we throw our anger at others around us because we are not channelizing this energy. When we are randomly angry, we are not in control. But when we channelize this energy and deploy it for a purpose that is larger, for making ourselves and our world better, we have the opportunity to leverage our anger constructively.

Now, being aware, being mindful, helps with keeping a watch on your anger – daily. In the real world, you cannot hope to dissolve your anger completely. You will have to overcome the temptation to be angry every time there is a provocation or upheaval. I still have those moments when some situations incite me. But my awareness alerts me instantly. And I drop anchor. I then let go of the choice to be angry. I enjoy those times when I have thwarted the urge to lose my temper! I celebrate my small wins daily on an equanimity scorecard that I have devised for myself.

To be angry is not wrong. But throwing anger around indiscriminately is wasting precious energy. Channelizing anger with a sense of purpose is living intelligently.

True leaders evolve with deep reflection

I am in my mid-fifties now. I certainly understand myself and Life better than when I was in my twenties, thirties and forties. I also know that my leadership style has evolved for the better through these years.

Clearly, you don’t always begin your leadership journey with either equanimity or wisdom. Your experiences, your choices and decisions, their outcomes, the learnings you glean from them through reflection, and all the course corrections you make along the way – all these contribute to your evolution as a leader.

Without the torrid test that we have been through over the last 16 years, Vaani and I would not have evolved to be the calm and anchored leaders that we are today. By going out the revolving door and coming back in to reflect deeply, through deploying anger constructively, and purposefully, our leadership has evolved. It has transformed us from being failed entrepreneurs (that’s what the world calls us!) to being the happynesswalas^TM that we are today. We are not just surviving, we are thriving. We are living a Life of purpose – Inspiring ‘Happyness’ ^TM – among all those who care to pause and reflect!

Now, looking back, would we have liked to make some changes to the way we led and lived our Life? Actually, how can anyone undo the past? It was what it was. But, yes, we recognize that a dramatic, loud, standard like the Wall of Shame may have been unnerving for some. It was definitely avoidable. As it was to squander precious energy being angry and frustrated. But such is Life. All the choices we made have led to our evolution. We would not be who we are without being who we once were.

This is why I believe that leadership is an evolutionary journey. This is also why I am hoping that Bhavish could evolve to be a calmer, purposeful, leader.

Additional, relevant, links:

• Rise In Love  – a 2015-documentary, made by a young filmmaker Shalu C. While focusing on the journey of Vaani and AVIS, the film explores how love thrives in the face of adversity. Viewing time: 30.18 minutes.
• Fall Like A Rose Petal  – AVIS’ first book. It is the true story of AVIS’ and Vaani’s Life. It captures learnings from the excruciating, fascinating, Life-changing, experience – a crippling bankruptcy – that they are still going through.
• Click here to know more about the happynesswalas ^TM, Vaani and AVIS.
• If you wish to seek Vaani’s and AVIS’ perspectives on a Life challenge you are faced with, please reach out here – Let’s Talk Happyness ^TM!

The enduring relevance and power of Truth and Ahimsa

Truth and Non-Violence are the only two real assets that you possess. Nobody can take these away from you. No recession can erode its market value. They are eternal, importantly, practical, assets that are as relevant today as they were in Mahatma Gandhi’s time.

In fact, Mohandas Karamchand Gandhi, an ordinary barrister at law, a man as trapped in worldly affairs as you and I are, transformed to become ‘mahatma’ (great soul) because he discovered these assets within him. These two transformational tools that are in our arsenal but we don’t deploy them because we think they are outdated concepts that don’t work. Wrong. I have lived, experienced and learned to report that they work. Big time. And are the only two weapons or resources that we need to survive the vicissitudes of Life.

Truth is not just about seeing, saying and doing the right thing. In fact, ahead of that, comes the realization that all Life is equal. This is the whole, the absolute truth. In front of this truth, all else pales in significance, everything is stripped naked. Apply this truth in real Life, in today’s world. You are plagued by worries of job security, of not getting a visa, of an unknown, scary future because you are out of job, of death because you are terminally ill. Now ask yourself why do you want this worry to cede, to go away? So that you can live in peace. To do what? So that you can die in peace. Now, therefore, if there is birth, you agree, you know, that death will happen sooner or later. If all of us have to eventually die, and we know that is inevitable in the future, why worry? Why wonder if we will have a job, a marriage, health and so on? Why not chooseto live in peace even now? The truth is that whoever you are comparing yourself is alsohuman. And so will eventually die too. When you awaken to the reality that all Life is equal, you start valuing Life and begin to live in the present.

Non-Violence is not just the absence of physical violence as Gandhi discovered. He found, understood, practiced and taught it as ‘ahimsa’. Which when understood from the original Sanskrit implies that ‘when all violence in the human heart subsides, the state that is arrived at is intense love’. None of us is physically violent at most times. We don’t go about hitting each other or killing people. But there is so much violence in our hearts. We hate people, we hate attitudes, we hurl abuses at each other, we swear on the roads, we wish pain and suffering to those who cause them to us. All this, Gandhi classified as violence. And pointed out that when we are filled with so much metaphorical, verbal, emotional violence__hatred__how can we go to our native state of love? From the neighbor who insensitively parks his car outside your garage to the colleague who plays petty politics at work to the tyrant boss who does not regard merit to the government official who demands a bribe from you to the guys on the street who eve tease your daughter, we are hating someone, somewhere, all the time. When so much instinctive, intuitive hatred fills our Life, where is the scope for love to prevail?

Gandhi was inspired by the Buddha’s teaching that ‘when one person hates another, it is the hater who falls ill__physically, emotionally, spiritually.’ Gandhi employed these two tenets of Truth and ‘Ahimsa’__intelligently to first transform himself and then the world. He called this process ‘satyagraha’__which means nothing but ‘truth in action’, and is certainly not some vernacular jargon for describing a protest methodology. Gandhi proved through practice that you can fight any battle, even an army, with just these two weapons. To be sure, he did notsay that we must not fight for our rights, for what is right or for justice. He only said that we fight it with non-violent means and while upholding the truth of our creation as equals. He explained this, in his context, thus: “I do not hate the domineering Englishmen as I refuse to hate the domineering Hindus. But I can and do hate evil wherever it exists. I hate the system of government that the British people have set up in India.” Gandhi’s philosophy, then and now, remains a game changer.

I have learnt the futility of imagining that we are all created different__and grieving and suffering from comparing, from pining and from staying rooted to an I-don’t-have mentality. I have learnt that violence in the heart is more destructive, more lethal than all the arsenic and all the RDX in the whole world__it burns you day in and day out, and leaves you emotionally charred. I used to be called ‘chiefscreamer’ at work (my colleagues invented this, punning on my work title that says ‘chiefdreamer’) and my choicest vitriolic abuses were even compiled as AVIS-isms by some of my more creative colleagues. But when I discovered the potency of ‘ahimsa’, and practiced it, I now realize that getting angry is an option, not a necessity. And when I do get angry and agitated, an inner alarm goes away, calling me back to attention and mindfulness. These two tenets that Gandhi lived and taught have transformed me and my Life. They can do so to you too. As Gandhi himself claimed: “I have not the shadow of a doubt that any [one] can achieve what I have, if he would make the same effort and cultivate the same hope and faith.” 

#PainTeachesYouPatience

The biggest role that pain plays in our lives is that it teaches us patience and acceptance.

A post on facebook by Chennai Live 104.8 FM RJ Jane Jeyakumar, that I saw this morning, got me thinking. Jane, it appears, has injured her left thumb (hope she gets well soon!). She hash-tagged her post reporting the injury saying #PainTeachesYouPatience. She said it – and has said it so well!

We often think that Life is conspiring against us when we are confronted with pain. It might be through an injury like Jane’s or it can be a graver health challenge or a relationship issue or death of loved one. Through any of these or similar situations, what we must recognize is that Life has no agenda. It just keeps on happening. Sometimes what happens to us meets our expectations. And sometimes it does not meet our expectations. Often, in fact, we are neither ready for nor are we wanting what happens to us. That’s when we experience pain. Who wants a cancer or a pink slip or the death of child or separation from a loved one? But chances of pain happening to us exist as long as Life is happening to us. As long as we are alive. And the only reason, this is my personal, experiential view, pain exists is to make us all better human beings – to make us more patient with and more accepting of Life.

I remember in the hey days of our business, when as a start-up consulting Firm, we were clocking revenues of Rs.2 Crore+, I used to be so impatient. I would jump at every situation that did not meet my expectations – a delayed client inflow, a poorly groomed team member, my children waking up late for school or a comma or a full-stop missing in an email. I was nicknamed chiefscreamer(my business title is chiefdreamer) by my team members at work. And then when my Firm went bust and we had to shut down our offices, I learnt acceptance of our new, painful reality – the hard way. I remember sitting in our office one afternoon, as we were winding down operations, tearing up posters of our Firm’s Vision and Mission. We had no place to put up these posters elsewhere or even store them. So they had to be shredded lest they end up in a garbage dump somewhere. It was such a painful exercise. Heart-wrenching for someone like me who loved my Firm so much. But I went through that entire exercise patiently that day – physically letting go of everything that my Firm once stood for and looked like. That’s when it struck me that, over the years of our tumultuous bankruptcy, I had learnt to be patient. I had become stronger in being able to do what had to be done without being emotional about it. Indeed, all my pain had helped me grow and evolve both as a manager and as a human being.

The lesson here for all of us is that pain is not a choice. It is inevitable. But when you accept and embrace pain, you have the opportunity to learn and evolve from it. If you resist it, on the other hand, questioning its presence and wishing it away, you will suffer. Respect pain as you would respect a teacher. And it will teach you to be patient in and with Life!