Acknowledgement. While you may not see the world they way others do (i.e. they may feel they are champions, but you see things differently), their perception is their reality. So, trying to convince people of a new perspective by simply telling them they are wrong, or see things incorrectly, isn`t likely to create your intended persuasive result. Rather, let them know you understand their perspective, even if you don't agree with it. Acknowledge their position as a jumping off point for further discussion.

Conversation. You will not be successful in dealing with or overcoming the various forms of complacency by creating a masterful PowerPoint presentation. Even the best PowerPoint slides imply one-way communication. To understand and overcome the resistance of complacency, you must create dialogue. Listen to people`s points of view and come to new agreements based on a mutual understanding of each perspective.

Shared Vision. Perhaps the most powerful way to overcome complacency is to keep a clear picture of a desired future in front of everyone. Regardless if the previous vision of success has been reached, when you keep people focused on a vision of a future state that benefits them, they will overcome their own fatigue, arrogance, resignation and more. Notice that the idea here is a shared vision; simply stating the vision from your (or the company`s or the stockholder's) perspective isn't enough.

Why. People who are tired, lazy, too comfortable or feeling like champions tend to focus on the how`s and the what`s. They focus on what actions have to be taken next and they typically don't want to take those actions for a variety of reasons (depending on the mindset). In order to overcome a how and what focus, you must place people's view on the why. When you can help people create a compelling why, they will be ready to move forward, regardless of the how`s and what`s. Remember that the most compelling why`s will be focused on the people themselves and the greater good. Consider questions like, how will this process improvement improve the lives of our Customers or impact the communities we live in?

Costs of Change. People see inherent risks in continuing to change and improve. When you can openly discuss their concerns and risks, you can help people overcome those fears and/or eliminate the risks. Understand their costs of change and you can then help change their perspective.

As you think about the faces of complacency and consider the tools available to you, you will quickly see what combination of tools will work best for the individual or group with whom you're working. Remember, though, that it always begins with recognition, acknowledgement and conversation.

The Final Goal

If your goal is to continue to improve and to continue to chase the elusive perfection, then you must keep people free of the complacency that will naturally set in. This challenge ultimately can be stated that you want people to be content (pleased with their progress to date, engaged and enjoying their work), but not satisfied (recognizing that there is always another rung on the ladder of improvement and success).

When you can keep this balanced view of content, but not satisfied (first for yourself and then for those you lead), you will have successfully met and tamed the five faces of complacency and provided a major leap forward in your quest for process optimization.

Potential Pointer: Complacency is the hidden enemy of improvement. For individuals and organizations to overcome this enemy, we must be content with our present conditions, but not satisfied with where we are.

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