Book Summary: The Culture Code by Daniel Coyle

Quick Summary: The Culture Code by Daniel Coyle draws upon the findings of psychologists, organizational behavior theorists, and Coyle’s own insight into today’s business world. How do groups work? What makes some teams outperform others that appear to be evenly matched? 

In addition to illuminating ideas and practical advice on how to get the best performance out of groups, this book of research on group dynamics is packed with illuminating ideas.

You don’t have to read the whole book if you don’t have time. This summary will provide you with an overview of everything you can learn from this book.

Without further ado, let’s get started.

The Culture Code Book Summary

Lesson 1: In order for people to perform at their best, they must feel psychologically safe.

Psychological safety is inextricably linked to the body’s physiological systems, which have evolved to respond to potentially dangerous stimuli. When an employee feels insulted or slighted by a colleague in a meeting, the fight-or-flight response kicks in, resulting in an elevated heart rate, sweating, and other physically uncomfortable symptoms.

It is difficult to think clearly and work properly when the body is in a state of heightened arousal. It makes no difference that Sam from accounting making a joke at Kathleen’s expense isn’t literally a matter of life and death; Kathleen’s brain may interpret it as such.

Strong cultures keep communication lines open with little to no friction. It is critical to keep interpersonal conflict and ambiguity to a minimum in order for employees to feel psychologically safe. Zappos’ management promotes radical transparency, which helps employees feel safe. Intra-company communications became difficult before the shoe company became a behemoth, during a period of rapid growth and change.

Management needed to address employees’ concerns and frustrations in order to reduce employee agitation. An anonymous forum where employees could ask questions about whatever was on their minds was one of the company’s most effective solutions along these lines. Every month, management responded to these questions in a newsletter called “Ask Anything,” which was distributed to everyone in the company.

During this time, Zappos published the Culture Book to further promote transparency and, ultimately, psychological safety. In this unedited, uncensored volume, which is still available to the public, Zappos employees express their feelings about the company’s culture. Though the Culture Book was created for internal use, it has garnered so much public interest that it has become a marketing tool for the company. Corporate environments are frequently more opaque about their values, which can appear threatening.

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Lesson 2: Belonging cues are behaviors that make people feel important to a group. These cues assist organizations in developing strong, healthy cultures.

Organizations can use behaviors known as belonging cues to help members feel like they are an important part of the larger group. A belonging cue can be as obvious as a sports team wearing matching uniforms or as subtle as a leader’s body language.

While many people believe that belonging is a natural phenomenon, it is actually a feeling that can be cultivated. Highly successful companies with strong cultures have put a lot of thought into the design of their workspaces, ensuring that employees have plenty of opportunities to mingle and exchange ideas.

Because colleagues who can see each other tend to work more effectively together, proximity is an important belonging cue. WIRED magazine redesigned its office space in 2015 with the goal of cultural transformation in mind. The magazine’s architecture and design firm was tasked with redesigning a workspace that had been divided by a drab long hallway known as the “Berlin Hall” to WIRED team members. The hallway, a physical barrier with significant psychological weight, had made it difficult for members of the magazine’s print and digital teams to collaborate. The renovators made it much easier for the two groups to collaborate by creating an open space.

Belonging cues can be used in the workplace as early as an employee’s first day. Many employers overlook this opportunity, leaving new employees feeling uncertain and isolated on their first day, a particularly vulnerable time. Faced with low employee retention and engagement rates, John Deere implemented a First Day Experience program to help new employees feel a strong sense of belonging from the start.

Before their first day, a company representative sent the new employee an email with insider information such as where to park and what to wear. The new employee was greeted in the lobby by the same person on the first day. An email from the CEO, a luncheon with a few seasoned employees, and a small branded gift were among the other flourishes that promoted a sense of belonging. The First Day Experience program was an instant success because it made new employees feel welcome from the start.

Lesson 3: In order to build trust within a group, people must be vulnerable.

People are naturally hesitant to show vulnerability, but research shows that it is the single most effective way to build trust in a culture. Leaders who appear infallible, especially in high-stakes situations like surgery and military operations, risk creating an environment in which their teams feel incapable of expressing concerns or dissent, which can lead to mistakes. Leaders who are open about their flaws, on the other hand, create a vulnerability loop in which other members of the group feel free to share, which builds trust quickly.

Brene Brown, a social scientist, identifies vulnerability as the most important ingredient for authentic connections in human relationships in her book Daring Greatly (2012). She contends that, while vulnerability is frequently perceived as a flaw, it necessitates great courage and clarity. Brown’s viral 2010 TED talk, “The Power of Vulnerability,” highlights what may appear to many as the paradox at the heart of her work: vulnerability is a strength, not a weakness.

Momentary risks, such as exposing oneself to rejection, can increase happiness, deepen connections, and even creativity. People who express their vulnerability strengthen their relationships and feel more open to new possibilities and opportunities. Not expressing vulnerability can have the opposite effect, creating an unrealistic expectation of perfection that is impossible to meet. It can even cause emotional numbness, which dulls one’s life experience.

Lesson 4: Group members must be honest with one another, especially when facing the truth is difficult.

Trust and cooperation are qualities that must be developed in group settings. When difficulties arise, people are frequently prevented from being candid due to a false sense of civility or decorum. Any team, however, is best served when its members are honest and open with one another, even if it goes against their instincts.

The animation company Pixar values honesty above all else, including skill, authority, and even creativity. Throughout production, a group of experts called the BrainTrust meets to provide feedback at various stages of the filmmaking process. The BrainTrust meetings are held to diagnose problems such as a confusing plot or an unlikable character. Pixar’s president, Ed Catmull, has described how BrainTrust meetings have resulted in changes of all sizes, such as a dramatic rewrite of the ending of WALL-E (2008) and a fine-tuned plot point for Toy Story 3. (2010).

Instead of taking a defensive stance, the director of the film under consideration should be open to feedback. This is difficult, according to Catmull, because failure carries so much emotional baggage. People can accept BrainTrust meetings as part of a necessary learning process rather than a professional defeat if failure is reimagined as inevitable rather than catastrophic.

Feedback must also be reframed as constructive and necessary rather than destructive or cruel, so that people feel empowered to express their views. Individual artists frequently gather in groups for informal BrainTrust meetings to offer constructive feedback to one another, from classes to meetings with trusted professional peers. Trust is also important here, especially with new work that is not yet ready for a public audience.

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Lesson 5: Active listening is an important factor in promoting a healthy culture.

In a conversation, people frequently plan their own responses rather than paying attention to the person speaking. Listening to other people’s ideas is often more important in a group setting than sharing one’s own. Good listeners ask questions, make suggestions, and encourage cooperation, all of which help to build trust.

Active listening is a particularly important skill for leaders. Many people imagine leaders as strong personalities whose job it is to convey a message, but some of the most effective leaders are strong listeners who are open to feedback and new ideas. Employees see themselves as valuable members of the organization when they feel heard and respected.

Management theorists and psychology researchers are increasingly recognizing active listening as a critical leadership skill. Active listening entails paying close attention to another person’s words with genuine empathy. This ability, perhaps more than being a persuasive speaker, can be extremely beneficial in the workplace.

In one study, workers rated colleagues who were good listeners as more influential than colleagues who were strong speakers. People in positions of leadership who are perceived as poor listeners, on the other hand, are perceived as weak and flawed. This is a critical issue because prominent corporate advisor Ram Charan estimates that up to 25% of corporate leaders have a listening deficit.

In any culture, active listening can help to avoid misunderstandings and conflict, but it is especially important in cultures that value diversity. Teams comprised of people with diverse experiences and backgrounds must take extra care to carefully listen to their colleagues. Thoughtful participation and sensitive, empathetic responses help people work better together. Active listening improves meeting flow, client and customer interactions, and often has a positive impact on the bottom line.

Lesson 6: Visualizing a positive outcome can assist people in achieving their objectives.

Groups with a clear sense of purpose, or goals, are more likely to succeed than groups with an ill-defined purpose. Goal-setting works best when combined with a technique known as mental contrasting. Mental contrasting entails imagining a future in which a realistic goal has been achieved, followed by vividly imagining the obstacles that lie in wait along the way.

Researchers have discovered that the way a goal is phrased can significantly increase or decrease the likelihood that it will be met. Mental contrasting tempers the power of positive thinking with a dose of realism; lofty or unattainable goals are filtered out during this process.

A person who envisions achieving a goal in the near future has a better chance of success than someone who envisions failing in the distant future. Additionally, stating the goal in specific terms makes it more attainable; for example, losing 25 pounds is a more attainable goal than simply resolving to lose weight. Imagine yourself at the desired weight; imagine yourself in a specific piece of clothing, such as a coveted new suit or dress.

Gabriele Oettingen, the researcher who developed the theory of mental contrasting, describes the process she recommends with an acronym: WOOP. The letters stand for desire, result, obstacle, and plan. A person wishes to achieve a goal, envisions the outcome, anticipates the obstacles, and devises a plan accordingly. In a team setting, a group of people may wish to design a new product, envision the finished design, anticipate complications such as delays, and devise a plan for dealing with those complications if and when they arise.

While the WOOP process is simple, it is not always simple or organic. According to research, only one in every six people naturally thinks this way. WOOP has the ability to change behaviors that are notoriously resistant to change, such as eating and exercise habits.

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Lesson 7:  It is possible to create high-purpose environments or situations in which people work together to achieve a common goal.

Strong cultures encourage everyone to work for a greater good, whether it’s customer service or saving a life. A vigilance break is a type of time-out that works especially well in organizations dealing with high-stakes work like surgery. A surgical theater is one of the most extreme high-purpose cultures on the planet, so the importance of a common goal and everyone’s role in achieving it cannot be overstated.

Surgical teams at the University of Michigan Medical Center, for example, may call several time-outs during a single surgery. To ensure that everyone is on the same page, the team reviews basic information such as the nature of the procedure, the equipment that will be used, and the patient’s medical history during this time.

This fundamental step helps to prevent errors during the most critical parts of the procedure, such as the moment before an incision is made. The effectiveness of these time-outs can be measured; after they were implemented, errors in that hospital decreased and patients experienced fewer complications.

Even when the stakes aren’t life or death, it’s beneficial for people within an organization to be reminded of the goals they share on a regular basis. Catchy organizational mottos, for example, that are frequently repeated by the leadership team, can help shape behavior and culture.

Lesson 8: Creative leaders should give their teams the freedom to make their own decisions.

Some leaders manage high-proficiency workplaces, which rely on people who are skilled enough to consistently perform a task or set of tasks well. Hospitals and restaurants, for example, are efficient workplaces. A second management style is creative leadership, which assists groups in innovating and creating new things. These leaders assist teams in finding solutions by granting them autonomy. In other words, these leaders must refrain from issuing orders.

Pixar’s BrainTrust meetings are a good example. Constructive feedback is provided by concerned peers working as a team, rather than superiors dictating solutions. Steve Jobs, the Apple guru known for being a micromanager, was barred from these meetings despite being a Pixar co-founder. Ed Catmull believed that Jobs’ presence would alter the group dynamic; he believed that in Jobs’ presence, people would feel inhibited as well as beholden to his suggestions, and Jobs agreed.

While Pixar’s BrainTrust meetings are highly idiosyncratic in many ways, they adhere to some of the most fundamental tenets of project management, such as iterative design and autonomous teams. Designers who create new products or solutions should seek feedback on a regular basis, presenting their work to stakeholders in iterations to keep the project on track. Even as it solicits feedback, the design team must maintain its autonomy by developing its own solutions.

The Culture Code Review

According to a Harvard study, good cultures lead to better team performance and higher profits. An organization’s culture consists of three critical elements: safety, vulnerability, and purpose. In this well-written book, Daniel Coyle explains a model derived from Maslow: You get the most honest responses and the best performance from people when they feel connected to a team. 

Leaders create a safe environment by listening, thanking, giving opportunities to interact, getting rid of bad apples, and allowing everyone to express themselves. 

Vulnerability begins when the leader admits mistakes, which makes it easier for others to admit their own. “Help me” becomes the leader’s message when they are vulnerable. This leads to an attitude that says, “We can do this together.” The principle of vulnerability has been adopted by a number of top organizations. Practice vulnerability by the leader: communicating expectations, giving negative feedback in person, listening well, striving for openness rather than brutal honesty, and embracing discomfort. 

The final component of the culture code (safety-vulnerability-purpose) is purpose. The question of purpose is, “What is this about, and why am I doing what I am doing?” Work has a purpose – it’s not how or what we do, but why we do it. By setting and enforcing priorities, especially within group relationships, you can establish purpose. Also, encourage performance and creativity equally, develop memorable cultural slogans, measure what matters most, create cultural symbols (artifacts), and set specific, defined behavioral expectations.

The Culture Code Quotes

“Vulnerability doesn’t come after trust—it precedes it. Leaping into the unknown, when done alongside others, causes the solid ground of trust to materialize beneath our feet.”

 

“Give a good idea to a mediocre team, and they’ll find a way to screw it up. Give a mediocre idea to a good team, and they’ll find a way to make it better. The goal needs to be to get the team right, get them moving in the right direction, and get them to see where they are making mistakes and where they are succeeding.”

 

“Hire people smarter than you. Fail early, fail often. Listen to everyone’s ideas. Face toward the problems. B-level work is bad for your soul. It’s more important to invest in good people than in good ideas.”

 

“I’m giving you these comments because I have very high expectations and I know that you can reach them.”

View our larger collection of the best The Culture Code quotes.

About The Author

Daniel Coyle writes from a management theory perspective, but his work has self-help feel to it. The text is based on social science research, specifically psychology and sociology. He summarizes research from organizational psychology professors, delves into the mechanics of how corporations and military units work, and looks at real-world examples like gangs of jewel thieves and improvisational comedy troupes. Many of the researchers and business leaders he quotes have written best-selling books on psychology and management, including Adam Grant, Tony Hsieh, and Ed Catmull.

Despite the fact that The Culture Code is about groups, Coyle frequently illustrates a principle by focusing on an individual. Sometimes this person is a leader, such as the coach of the San Antonio Spurs; other times, this person is a moderator or facilitator rather than a leader.

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