Evolution or Extinction? Leadership through Innovation in a Time of Crisis
By Dr. Taylor Peyton
The spread of the COVID-19 pandemic has been accelerated by congregation and travel. By “congregation,” I mean humans gathering to interact in shared, physical space, and, by “travel” I mean that customers traditionally go to a hospitality business to receive their desired service. Our industry has historically depended on both congregation and travel in its service offerings.
Due to COVID-19, the hospitality business context has changed rapidly and dramatically, and we are already seeing early adaptations that range from downsizing, to mitigation, to capitalization. For example: both restaurants and hotels have cut costs by reducing operations and laying off workers; some hotels are offering reduced room rates to re-incentivize travel; and many restaurants have increased takeout services given the risks of congregation.
How can leaders leverage what the hospitality industry values and already does extremely well, so they can creatively apply those beliefs and skills to this chaotic, unfolding situation? Which deeply held assumptions might be worth questioning to maximize hospitality organizations’ ability to adapt to changing times?
This article invites hospitality leaders to explore a reflective method of problem-solving, inspired by the Immunity to Change method (Kegan & Lahey, 2001), which is a structured self-inquiry process useful for adaptive work.
To best serve hospitality leaders in this shifting context, I suggest that they walk through the following steps to generate new ideas:
- Descriptively define the context (i.e., the situation, or the qualities of the specific problem at hand)
- Identify a core value held by their organization
- Think about what easy solutions exist that align with that core value
- When there are not easy solutions, reflect on what underlying assumptions their business holds about that core value (relative to how business is done)
- Imagine shifting the underlying assumptions in Step 4, to innovate practical solutions
To demonstrate this process, I have set-up Step 1 as a hypothetical in the next paragraph, and then I provide an example table that lays out Steps 2-5 so this process can be workable. By doing this, I hope this article may invite hospitality leaders to think differently about the times ahead, and what related upcoming challenges mean for their businesses. And away we go . . .
As a thought experiment, let’s assume the worst for the hospitality industry, and imagine a new context (perhaps the version of a world affected by the COVID-19 pandemic for several months) that presents the following two trends that may sustain in direct response to our inability to congregate and travel: social distancing and staying local. Assume for a moment that people remain mostly home-bound for their work and life activities, and that they start to live off their own land, to build small tribes with their neighbors, and to self-organize into networks of neighborhoods. Let’s examine the problem from the perspective of restaurant owners, who will now need to learn to thrive in the new context where their customers are now social distancing and staying local. Consider: What might operating a restaurant look like under these conditions?
As you let your imagination roam, you’ll see that a restaurant offering an in-person dining experience that now must operate within a context of social distancing and staying local is what leadership scholar and practitioner Ronald Heifetz would call a highly adaptive problem, which is the kind of problem that can only be solved by shifting assumptions and applying new learning (Heifetz, 1994). Adaptive problems are different from technical problems, which can be solved with existing knowledge and easy fixes (Heifetz, 1994). Restaurants that have recently shifted their business to provide high volumes of takeout food have found a technical solution to these changing times, so we will analyze that business decision in the table below.
Read the table from left to right. Start with the core hospitality value in the first column (Step 2), then look to its enactment in the new context in the second column (Step 3). Much of that is technical, and we are already seeing it from some restaurants. Then move to the third column (Step 4), which generates an assumption underlying that core value we started with in the first column. Perhaps there are multiple assumptions underlying a core value; that is possible and likely. Finally, the fourth column (Step 5) creatively answers the question: if the underlying assumption(s) were shifted, what could the enactment of the core value then look like in practice?
TABLE: Example for a Restaurant Shifting its Business to Food Takeout Service:
I encourage you to use this method in your own way, to support the reflective processing you are already applying to the segment of the hospitality industry you work within. Fair warning: if you do this exercise correctly and deeply, the ideas in the far-right column in your table will be “out there,” and that is the objective.
Overall, hospitality will not need to change its core values that define it as an industry. Rather, it will need to re-envision how enacting its core values will happen in this changing context. This kind of visioning work is much more challenging when it calls for shifting assumptions underlying core values, but that is the seed of true innovation.
Dr. Taylor Peyton is an Assistant Professor at Boston University’s School of Hospitality Administration, where she teaches leadership and human resources. She is also principal of Valencore, a leadership development firm that specializes in soft skills training for executives of various industries. Taylor has published peer-reviewed articles and has authored over 40 research studies, presenting findings to academic conferences and to general audiences. Her research interests include employee authenticity and emotions, organizational leadership, passion for work, and power use in organizations. She studies employees’ psychological experiences — or inner life — at work, specifically with regard to their emotional regulation and experiences of authenticity as they interact with their customers, colleagues, and leaders. Taylor completed her Ph.D. in Leadership Studies from the University of San Diego, and her M.S. in Industrial/Organizational Psychology from San Diego State University.
38 comments
This question is really worth thinking about. Humanity has overcome this pandemic in a spectacular way, can it be called evolutionary? Or maybe there is still something strange hidden that we ourselves do not know.
This article invites hospitality leaders to explore a reflective method of problem-solving, inspired by the Immunity to Change method (Kegan & Lahey, 2001), which is a structured self-inquiry process useful for adaptive work.
Visit Page: https://www.examsleader.com/AZ-305-exam.html
Thank for sharing this useful information. COVID-19 pandemic has overwhelmed healthcare systems around the world.
I believe social distancing and lockdowns have reduced diagnosis rates of infectious diseases.
My page is https://pdfdownload.com.ng/jamb-result-checker-portal/
Can it help with real tasks? I’m looking for an opportunity to improve my company.
That’s for sure. Of course, I don’t have a car service, but just a small online store, but I still decided that a mobile app would definitely help me get a higher income. I tried to get my head around flutter vs react native because each platform has its own quirks, pros and cons. Overall, this article helped me make my choice.
Your article is being very much interesting and useful. Keep sharing more post like this one.
TellHappyStar
Tellhappystar is the platform where you can share your valuable feedback about your recent dining experience at Carl’s Jr. and Hardee’s.
https://takesurvey.onl/hardees-survey-tellhardees-com/
Whether you want to express your unhappiness with a product you bought, or you’re particularly happy with the customer service you got during your most recent visit to one of the hundreds of Lowe’s shops around the nation. https://lowescomsurveys.com/
It’s simple to sign up for a Texas Tech Raiderlink account, which gives you access to a variety of administrative and academic services. For instructions on setting up your Raiderlink account, see below https://raiiderlinkttuloginportal.shop/
Wendy’s uses a consumer feedback program called TalkToWendys to get insightful information about the experiences of its customers. All Wendy’s patrons who are at least eighteen years old and live in the nation in which Wendy’s is located are eligible to participate in the poll.
https://wetalktowendyssurvey.tech/
The Lockheed Martin Corporation is pertinent to The LMpeople Login Portal. It assists staff members in handling a variety of duties and responsibilities, such as obtaining leave authorization, scheduling their work, downloading W2s, reporting to higher-ups, and handling any other tasks that enhance productivity.
There are numerous portals at Lockheed Martin for various tasks. For many purposes, like LMpassage external, Health Benefits, LMpeople External, etc., all of the portals are helpful. The benefits of using are enormous for the staff.
Click Here LMPeople Login
The firm wants to get honest input about things like staff conduct, shop cleanliness, inventory, discounts, and bargains, as well as the ability to receive candid client reviews, in order to maintain its customer base and deliver better customer services.
Thanks for sharing such detailed and elaborate information.
Take WalgreensListens Survey
The Hard Rock logo is complemented with several adorable kits or a guitar. Paul McCartney gave the restaurant’s first live performance in 1973, and since then, it has hosted over 15,000 live concerts. In 1977, Carole Kind created a song about the restaurant—how fantastic! On tax day, you can also receive a complimentary lunch if you perform a song in front of the eatery!
Hardrocksurvey.com
It is well-liked in the US and has drawn a lot of attention from spectators throughout time. You may follow your favorite sports league on this page if you haven’t been keeping up with their latest news. CNN is well known for its live television broadcasts. You may find a lot of interesting news and shows there. With the credentials from your TV service provider, access CNN whenever and wherever you choose. You can still access CNN through its partner service providers, which include Hulu, Sling TV, Youtube TV, and AT&T TV, if you don’t have sign-in credentials. Now turn on CNN on your Smart TV and enjoy some leisurely streaming. https://cnncomactivate.info
Amidst the hospitality industry’s transformative challenges, integrating cutting-edge solutions like mobile apps and web platforms becomes pivotal. Your insights align with Attract Group’s recent recognition as an industry leader by Clutch. Explore more at https://attractgroup.com/blog/attract-group-named-industry-leader-by-clutch/
n insightful article that challenges hospitality leaders to rethink their approach in the face of crisis. The suggested method for generating new ideas is thought-provoking and practical. A timely and relevant read for those in the industry.” Checkout more about industry evolution: https://blogneducation.com/education-changed-after-the-industrial-revolution/
This post will answer all of these questions and more. I’ll also provide you with a list of all Subway restaurants in Calgary, along with their addresses, phone numbers, and hours of operation.
Subway Calgary Menu Prices
Nando’s breakfast menu is currently only available at two locations in the UK: Gatwick Airport and Cobham service station.
https://nandos-menus.co.uk/breakfast-menu/
Welcome to the awesome Nando’s menu for 2023. We’ve got all the latest prices so you can see what your favorite meals cost. https://nandos-menus.co.uk/
Rainbow slaw is a colorful and refreshing salad made with a variety of vegetables, such as carrots, red cabbage, broccoli, and bell peppers. Visit My Post: check Here
PERi-PERi Drizzle at Nando’s is a smoky, slightly spicy oil that can be drizzled over any dish to add a burst of flavor.
Visit My Post: check Here
Wondering about Wendy’s Menu with Prices in Canada? Curious about how much your favourite meal costs or looking for budget friendly options? Look no further than wendy’s!
Wendy’s Menu With Prices
Our Tesco is a great way to save money on your shopping and get exclusive offers and discounts. To learn more about Our Tesco and how to join, visit the Tesco website or speak to a Tesco customer service representative.
https://ourtesco.info/
The Coolidge Inmate Search is a process that allows individuals to find information about inmates currently held in the Coolidge Jail, Arizona. Visit My Post: INMATE SEARCH
PERi-PERi Drizzle at Nando’s is a smoky, slightly spicy oil that can be drizzled over any dish to add a burst of flavor.
Visit My Post: PERi-PERi Drizzle
List of International Organizations and their Headquarters ; United Nations Security Council (UNSC), New York, USA ; International Monetary Fund (IMF), Washington …
Visit My Post: hqcorporateoffice
In times of crisis, the evolution of leadership through innovation becomes paramount. It’s about adapting swiftly to changing landscapes, much like how CCGK excels in transforming visions into reality. Just as CCGK revamps spaces to meet evolving needs, leaders must renovate their approaches to tackle challenges head-on. Much like a skilled contractor revitalizing a space, effective leaders innovate to ensure success, even in the most turbulent times. And hey, if you’re looking for a makeover, perhaps even in bathroom remodeling Dubai, CCGK seems like the perfect choice to turn your dreams into tangible results!
This could involve inquiring about the accuracy of the order, the staff’s kindness and helpfulness, and whether they were able to resolve any problems that came up during the visit. Visit Tellhappystar
One of the key highlights of the Hublot Ferrari Watch is its use of advanced materials and technology. The watch incorporates carbon fiber and other high-tech materials, ensuring durability and lightweight comfort. The intricate movement, visible through the transparent case back, showcases Hublot’s commitment to precision engineering and craftsmanship.
For watch enthusiasts looking to add this masterpiece to their collection, exploring the range at Glitzstorm is highly recommended. These platforms offer an extensive selection of luxury watches, including seiko watches for women and Tag Heuer watches for men, catering to diverse preferences. Other notable options include Omega Watches for Women, Rolex Watches for Men, Omega Watches for men, and Citizen watches for women.
In conclusion, the Pink Movado Watch is a perfect blend of style and functionality. It stands out as a beautiful accessory that complements any outfit, making it a must-have for anyone who values elegance and quality. Visit Donysterling.com for more information and to explore a variety of luxury watches.
Movado’s commitment to quality is evident in the meticulous craftsmanship of the Pink Movado Watch. The dial is protected by a scratch-resistant sapphire crystal, ensuring that it remains pristine over time. The quartz movement guarantees precise timekeeping, making this watch not only beautiful but also highly reliable.
For those looking to explore more luxury watches, Donysterling offer a wide range of options. Discover the Apple Watch Series 9 45mm and Apple Watch Series 8 45mm, or explore the Apple Watch Series 9 41mm and Apple Watch Series 8 41mm. For those with a penchant for classic designs, the Tag Heuer Carrera and Omega Seamaster are excellent choices.
For example, the Bvlgari Octo collection is known for its geometric design and sophisticated engineering. The Serpenti collection, on the other hand, features watches that double as jewelry, often adorned with diamonds and precious stones. These high-end pieces naturally come with a higher price tag.
To find the best deals on Bvlgari watches, it’s advisable to check reputable online retailers like Donysterling.co.uk .
These sites offer a variety of luxury watches, including the latest models and some discounted options. You can also explore other high-end brands, such as the Apple Watch Series 9 45mm and Apple Watch Series 8 45mm, or classic choices like the Tag Heuer Carrera and Omega Seamaster.
Jewel-Osco Weekly Ad – Looking through the Jewel Osco weekly flier is a relatively simple process. To make it simple to determine if the product you’re looking for is on sale or not during this week’s Jewel Osco sales, the sales are divided into categories.
Meijers Ad This Week – Examining the Meijer weekly food ad and seizing the best offers can result in significant savings! Don’t pass up the fantastic deals in the next Meijer weekly ad!
I’m really inspired by this article, thank you for sharing it! Here are the VCS-284 latest real test questions materials, free of charge. Good luck!
Wir ZertPruefung bietet Ihnen die Prüfungsfragen und Antworten zur Cisco 300-615 von höchster Qualität, damit Sie viel näher von Ihrem Erfolg sind. Wenn Sie noch ein paar Sorgen haben, können Sie die 300-615 Demo durch die Webseite ZertPruefung herunterladen. Hier versprechen wir Ihnen, dass wir Ihnen noch einjähriger Aktualisierung kostenlos anbieten werden, nachdem Sie die Prüfungsfragen und Antworten zur Cisco 300-615 gekauft haben.
Truly a magnificent read, thank you for this wonderful share. Free Latest test C_S4FCF_2023 objectives pdf test papers for everyone—good luck!