Why should Ali's "Heart of a Child Club" be treated as team conflict, airborne incompatibility and employee disharmony?

There is a phrase "because of trust, it is simple" in Ali's dictionary of three axes, which is the original advertising language of Alipay and also a management dialect of Ali.

Ma Yun has said more than once that Alipay will not make payment from the first day of its establishment, but will do credit. At that time, many people didn't quite understand.

On the surface, Alipay is a transaction guarantee, but in fact it touches the basis of the transaction-trust. Therefore, this seemingly innovative business will inevitably go far.

Trust involves the relationship between people.

"Faith", emotionally speaking, means that there is no defense between people, and there is no distance between hearts. Rationally speaking, when the other party may betray himself, he thinks that the other party will not betray himself; "Ren" means using, delegating and entrusting. So trust is trust based on trust.

People are social animals, and it is inseparable from dealing with people. Without trust, the interpersonal process is almost impossible.

Therefore, when "because of trust, it is simple" rises to Ali dialect, it talks about management on the surface, but actually touches the foundation of interpersonal process-trust, and transaction is only a form of interpersonal process.

All the problems of the organization are people's problems. To solve human problems, we must proceed from human nature. On the surface, Ali attaches importance to trust management, and the foothold is human management, which is also an important reason why he can go far.

0 1

The most important factor of team efficiency is trust.

In 20 12, Google began to explore the qualities that a successful team needs. They named the study "Aristotle Project" to pay tribute to the philosopher's famous saying that "the whole is greater than the sum of its parts".

Ma Yun once told Li Yanhong that if Baidu pushes technology forward by 5 kilometers, Baidu is stronger than me. If Tencent adds 200 products at once, Ma is better than me. But each company adds 20 thousand people, which is not as good as ours.

Ali is a model of insisting that the whole is greater than the sum of its parts. Ma Yun's magic weapon comes from the Party, which is to strengthen organizational construction. So where is the focus of construction?

Google found that in building an efficient team, how to build a team is more important than what members to choose. Factors such as how team members get along, how to organize their work, and how to treat their own contributions are more important than the question of who is in the team.

Google finally concluded that among the five factors needed by a successful team, psychological security is the most important to predict the success rate of the team.

Maslow believes that security is related to interpersonal trust. Lack of security leads to lack of trust, while having a sense of security leads to trust.

In other words, Google found that trust is especially important for efficient teams.

In Five Obstacles to Teamwork published by Rainsny in 2002, the factors that damage an efficient team are listed. The first obstacle is lack of trust.

Two studies with a difference of 10 years have the same conclusion.

In a society of mutual trust, the cost of mutual suspicion will be minimized. The agent can focus on making the cake bigger, instead of bothering to stop others from sharing more cakes.

A high degree of trust in the team will encourage team members to pay more attention to their own tasks and will not spend a lot of time paying attention to and questioning other people's behaviors or behavioral tendencies.

On the contrary, when the trust in the team is low, any comments and actions will be regarded as a kind of doubt, because for them, any actions of the other party will be regarded as self-interest and self-protection.

The trust of the team will establish a responsibility norm among all team members, which cannot be easily violated.

Trust is a virtue that should be protected. Breach of trust is because individuals do not attach importance to their commitments, or expect to gain longer-term personal interests by deceiving team members.

High-performance teams usually have higher interpersonal communication level, more constructive conflict resolution and stronger cohesion, which will enhance mutual trust, and the establishment and enhancement of trust will also affect communication, conflict resolution and cohesion.

02

Trust doesn't come out of thin air in most cases.

Zhang Ziqiang, the boss of Hong Kong gangster, tried it in Hong Kong. He started kidnapping wealthy businessmen, and as a result, their children were very reluctant to give money. Later, the rich businessman's children were kidnapped, and the rich businessman gave money happily.

If a person's children are kidnapped, they will instinctively be willing to sacrifice themselves in exchange. If the kidnapping is a husband or wife, it depends on the depth of feelings; If you are a parent, it depends more on the intimacy of the relationship-thousands of years of filial piety is still not enough to protect the calf's instinct.

The grave robbery industry finally evolved into such a form: father and son joined hands, the son went down to get the treasures from the tomb, and the father pulled the rope on it. Other models have been eliminated in the long evolution of the industry-even the son pulls the rope on it and the father goes down to get the treasure. Because the son will cut the rope after getting the treasure handed over by his father, only the father will pull his son up after getting the treasure handed over by his son.

It can be seen that in addition to family trust, other trust needs to be established. Even if trust is blessed by family members, it is not a two-way street. A father loves his son and trusts him, but his son does not necessarily love him, nor does he necessarily trust him, nor does trust necessarily have both.

Many examples in reality prove that loving your son and trusting his father will also wear away his trust, so even the trust of the family is very fragile, not to mention others.

Trust is not a necessary condition for cooperation, because trust can accelerate cooperation and promote cooperation efficiency; However, distrust often leads to cooperation, and trust can be established in the process of cooperation, thus promoting more efficient cooperation.

Animals' instinct is instant pleasure, so animals are usually short-sighted. Nothing can stop them from betraying each other when they find that they can gain great immediate benefits by betraying each other.

Compared with other animals, human beings can achieve unprecedented cooperation and trust because human rationality is conducive to self-control, focusing on future long-term interests, and even designing various systems to prevent traitors from making profits, which is conducive to the establishment of cooperation and trust mechanisms.

There is a famous thinking experiment in game theory called "prisoner's dilemma":

For both sides, the best strategy to solve the prisoner's dilemma is based on mutual trust. Therefore, if two criminals have established strong enough trust, this dilemma will be simple.

However, human nature cannot stand the test. A better strategy is to establish an external trust mechanism besides human trust, such as two criminals and two brothers who know each other. Once someone betrays and violates trust in the trial, those brothers will definitely not let go. In this way, both sides will be more cautious about betrayal in the trial.

03

How does the team establish trust mechanism?

Interpersonal trust can be divided into cognitive trust and emotional trust, namely cognitive trust and emotional trust.

Trust based on cognition comes from people's rational thinking, especially people's independent choice of trust objects in different environments. This kind of trust is based on the judgment of "reliability" evidence, which people really have and think is sufficient knowledge and information.

Emotional trust comes from the emotional connection between people. Individuals will put their emotions into the trust relationship, really care about each other's well-being, recognize the value of the relationship, and believe that emotions are mutual.

Cognitive trust is the foundation of emotional trust. Only by having a high level of cognitive trust in individuals can we have a high level of emotional trust. Parents' emotional trust in their children transcends cognitive trust and is a special case attributed to instinct.

Cognitive trust is influenced by two variables, one is reliability and the other is similarity.

For "reliability", the basis of judgment is the consistency of other people's past behavior.

For "similarity", groups with similar basic characteristics are more likely to form and develop trust.

Emotional trust is influenced by 1 variable, and the interaction frequency.

As for the "frequency of interaction", only enough interaction can make a credible inference, and the emotional input of both sides also increases simultaneously, which is easy to form emotional connection.

Based on the above understanding, if the factors affecting trust are extracted, they can be divided into the following dimensions:

1. Understood. The higher you know each other, the more you can judge each other's "reliability" and to some extent, it is easy to have emotional contact with each other.

2. similarity. We instinctively trust people like us, as well as hobbies, graduation schools and so on. Are similar external manifestations. Based on this, the "Zhejiang University Department" and "Ali Department" of Hangzhou entrepreneurial circle are easy to form.

3. Bring your own attributes. People's trust is influenced by the hormone oxytocin. Everyone's hormone level is different, and the corresponding personality characteristics are also different. Some people are naturally easy to trust others, while others think that everyone is untrustworthy.

4. Environment. Even people with similar innate trust hormones have different effects on the level and production of trust hormones in different growth environments. Usually, in an open and honest environment, people have a high degree of trust in each other.

Many people should have heard the folk saying that there are four irons in life, namely: carrying a gun together, crossing the window together, getting dirty together and whoring together.

The so-called "iron" is a description of intimate relationship and is also based on trust. By comparing the influencing factors of trust, you can understand why these four relationships can reach the "iron" level.

1. The same window: understanding-N years of contact is enough to reach an understanding of emotional connection and see each other's reliability in the learning process; Similarity-* * * The graduation school and study experience are the same; Environment-open enough.

2. Same gun: understanding-N years of contact is enough to reach an understanding of emotional connection and see the reliability of the other party in training exercises; Similarity-* * experience in troops and training exercises; Environment-be honest and open to each other.

3. The same bribe: understanding-exposing each other's illegal facts, establishing interest links, and increasing the cost of mutual betrayal.

4. Same sex: understanding-exposing your bad habits to each other increases the cost of betraying each other.

The same window, the same gun, high similarity, relatively positive; Bribery and whoring are highly similar. It can be seen that due to the lack of good environment support, illegal acts rely more on the trust establishment mechanism to improve the weight of betrayal.

Let's examine the application of trust elements in enterprise trust construction.

1. Understanding-This is exactly what the organization of the company's group building, training programs, naked heart meeting, spit meeting and many other activities are aimed at.

Ali's early training for newcomers is to deepen mutual understanding and accelerate the establishment of team trust, and to spy on each other on a large scale. However, it is often accused of disrespecting and invading people's privacy. The uncomfortable thing is that this way makes people know each other prematurely and extends to everyone's unsafe area. Although the increase of betrayal cost enhances trust, it also stimulates people's security needs, resulting in rejection and defense.

2. Similarity-The core purpose of the company's propaganda mission, vision and values and evaluation values is to make different people as similar as possible. Similar teams trust each other, reducing management costs but improving efficiency.

3. Environment-Ali has an idea called "Let poisonous weeds grow in the sun". There is a requirement for employees, that is, you can be dissatisfied with me, but you should tell me face to face. But if I hear you speak ill of me behind my back, but you don't tell me, I'm sorry, you can tell the company that my colleagues who speak ill of me behind my back will be fired.

Ali has also created an open intranet, where anyone can speak and criticize, and the company's top management should take the initiative to publicly respond to criticism. This creates a big environment of treating each other with sincerity and getting along with each other honestly.

However, even if the relationship between team members is stable, building trust within the team is usually a slow process.

At the same time, it is also the most fragile interpersonal process. If someone abuses the rules within the team, he may quickly disintegrate the members' trust in the team.

Moreover, due to the dynamic nature of people, mutual understanding is also changing, and long-term sparseness will affect mutual trust, so trust needs to be established and maintained repeatedly.

04

Ali Trust builds applications.

Ali's "Heart of a Child Club" is famous and mysterious. There are three famous classic naked-hearted meetings for bosses in three different periods, and the mystery lies in that they can play a very good role every time.

The first famous conference on the heart of a child took place in 2000, in the early days of its establishment.

When the team grew from a dozen people to dozens of people, the personnel were adjusted and three founders were promoted, while others were ordinary employees. After the position and position of the founding team changed suddenly, there was a lack of conscious and targeted intervention in management, coupled with the reduction of meeting and communication, misunderstandings and suspicions arose and increased, and contradictions accumulated to a certain extent. In this case, Lou Wensheng, one of the founders, wrote a letter to Ma Yun after collecting other people's opinions. After receiving the letter, Ma Yun realized the seriousness of the problem, and he immediately called all the founders to have a meeting to solve the problem. That day, after everyone sat down around the round table, Ma Yun said, "Don't go back today. Since you have so many complaints and grievances, now all the parties are here, speak out, scold one by one, cry if you want, and all of them are spread out on the table. Go after the booth is finished. "

The meeting lasted from 9 pm to 5 am. From the initial intention of starting a business to the status quo of the team, everyone has thrown out their own ideas and suggestions. Through communication, the interpersonal trust of the team has been repaired and strengthened.

This time, the problem of team conflict has been solved. When a conflict occurs, both sides of the conflict always think that what one side gains is what the other side loses. In fact, the truly opposing goals in many conflicts are only a small part of the core, and the bigger problem comes from misunderstanding the motives and goals of the other side.

Conflicts usually occur based on three points: 1. Competition; 2. Unfair; 3. misunderstanding. Ali's reason this time is that some people think it is "unfair" because of promotion, and lack of communication leads to misunderstanding.

In the process of rebuilding trust, there is no need for similarity-because the "eighteen arhats" can come together by virtue of their common ground; No environment is needed-Ali has been honest with each other from the beginning of his business.

Therefore, this kind of childlike meeting focuses on understanding. Although the process and means are a bit simple and rude, it further expands the understanding area and promotes mutual trust.

Many people are curious, obviously the same people. Not long after starting a business, trust changed. The principle behind it comes from the "window of johari". If you are interested, you can explore it yourself.

Through The Window of johari, we can see that the mutual understanding between any two people is in a dynamic state, resulting in different understanding and trust in different periods.

The second famous "Heart of a Pure Child" will take place in 2008.

At that time, Alibaba B2B Company led by Wei Zhe, an airborne soldier, only stared at the stock, and there were many internal problems, which made Ma Yun unable to sit still.

After an enlarged meeting of the Organization Department, Ma Yun asked the cadres of Alibaba B2B Company to stay. "Let's take a look at the past one to one and a half years of B2B ... you prepared dinner ... similar to today's meeting, Alibaba has only held it twice in its 9-year history, once for 18 people ... tonight will be the second time ..."

Ma Yun asked Wei Zhe to speak first. Wei began to criticize himself and admitted all kinds of mistakes he had made in strategy and tactics since he entered the business.

Ma Yun also asked everyone to say, "Don't have any concerns. If we miss today, it won't happen again. Don't mention any problems and complaints in your daily work. Today is the last chance. "

Ceng Ming added that trust should be rebuilt today, not destroyed; When we find a problem, all we have to do is tie it together. Wei Zhe also encouraged: "I will never make everyone feel weak." . I have enough heart. Finally, Ceng Ming spoke by name, and was pointed out that "Wei Zhe paid less attention to our growth, made more decisions that did not represent long-term interests, and did a lot for the financial report".

When someone started, the cadres began to speak freely. Some people think that Wei Zhe has thrown out too many ideas, which he can't accept. "We haven't figured out the first one, and the second and third ones are coming. How to straighten these out is more painful. " Some people say the same thing: Wei Zhe doesn't pay attention to products, customer experience, doing things without a sense of mission and values, and only cares about profits and figures.

Ma Yun didn't criticize Wei Zhe. Two hours later, half of the cadres have finished their speeches, but there is still no one to speak for Wei Zhe.

Almost all the cadres agree that improvement is needed, which makes Wei unconvinced. "If half the people in the team say that I am wrong, half of them say that I am right. Then I am greatly wronged. But everyone is saying that I am wrong, but I understand that the problem really lies with me, so I will not be wronged, but I will be calm. I just need to change myself. "

After a while, Wei Zhe began to change from his bones and got better integration in Ali.

This time, the integration problem of airborne troops was solved. In the period of rapid development of enterprises, the most common way for companies to expand rapidly is to introduce excellent management talents from outside, especially middle and senior managers, who are often called "airborne troops".

It is not easy to find suitable talents and introduce talents. However, whether talents can land safely and stay in the company for a long time is a headache for the company.

Ali suffered the collective death of "airborne troops" executives around 2006, but Wei Zhe, who was deeply favored by Ma Yun, also had a bad influence.

According to Ma Yun's tone, this kind of naked heart meeting should be the second time since 2000. However, this time is much more complicated than last time. First of all, this time the focus is on Wei Zhe, who is the real boss of many participants. It's not that we're all partners when we meet for the first time. Wei Zhe is much weaker in understanding and similarity.

Therefore, the mode of this meeting has been adjusted. As an old party member, Ma Yun adopted the methods of criticism and self-criticism often used by the Party in organizing life meetings and democratic life meetings, focusing on helping a person. The advantage of this is to make the meeting more spicy and urge the parties to "sweat and cure the disease."

Sure enough, during this meeting, we learned more about Wei Zhe, and found the similarities between Wei Zhe and everyone.

The third famous "Heart of a Child" will take place in 2009.

At that time, Dai Shan, one of the "eighteen arhats", had just been transferred to Taobao HR. One afternoon, she went to Lu Zhaoxi's office and the sun shone on his desk. He sat there alone, frowning and looking serious. But there are lively employees outside the door, which is in sharp contrast with him.

She asked Lu Zhaoxi why he didn't go out to play with the big shots. Does anyone usually talk to him? I didn't expect Lu Zhaoxi to say that everyone would meet at the meeting.

She thought the boss was too lonely for her to do it, so she decided to have a naked heart meeting.

Dai Shan also said that before the naked heart meeting, she was under great pressure and had no bottom in her heart. I don't know if Lu Zhaoxi, the CEO at that time, could cope with the negative emotions of all the subordinates below, especially after she talked with everyone, she found that everyone had feelings for him, and there were quite a few. If these negative emotions are not handled well and the gap between managers is not solved, the contradiction will become more and more serious, and the consequences are self-evident.

She told Lu Zhaoxi that there was nothing she could do. The only thing she can think of is a "naked heart meeting", which may turn you from a lonely CEO into a team. Only by connecting them can these teams have a chance.

Lu Zhaoxi said he could accept it. Dai Shan also pointed out, "No matter how others scold you, you should keep a gentleman's demeanor for me. You just have to listen. I won't let you talk. You are not allowed to talk. Can only nod. Can you do it? He said he could do it. I said to sit next to you at the meeting. "

It was not until one minute before the naked heart meeting that others knew that this meeting was to be held. It was still a lively business strategy meeting in the morning. In the evening, she said that we hadn't drunk for a long time, and then she pulled a circle of people and started in a box.

At the naked heart meeting, we adopted a divide-and-conquer approach, starting with the managers, and began to evaluate Lu Zhaoxi one by one and spit on him. In the last part of Naked Heart Meeting, she made Lu Zhaoxi listen to it all night. Many people complained about you, and you were also mobilized. It is not what you think. I didn't see anyone to eat with you. It's still so late to work every day. Can you tell me why? What are you doing?

Lu Zhaoxi began to talk about what he wanted, why he came to Taobao from Alipay, and what difficulties he had. The meeting lasted until 2 or 3 in the morning. After the meeting, it was found that the degree of integration between Lao Lu and employees has been greatly improved.

This time, the problem of disagreement between CEO and employees was solved. Lu Zhaoxi's biggest problem is that people don't know much about him, but as an executive who grew up in Ali, the difference between him and Wei Zhe is that he is more similar to others, and his Ali tastes more pure. Therefore, Daishan adopted a relatively gentle way to let Lu Zhaoxi talk with managers and deepen understanding through evaluation and expression. The final effect has also been achieved, which has promoted team trust.

The last two naked-hearted meetings were also related to Ali's development. At the end of 2006, Ali established a group, and in 2007, major subsidiaries were established one after another. After the independent development of each subsidiary, it began to form its own culture, and the management was busy, and communication became less, which led to the problem of trust. At this time, it is a thunder blow to the subsequent development to fix the problem in time with naked-hearted meetings.

In building team trust, Ali also uses target exposure, group evaluation, * * creation, and three axes every day, all of which are aimed at increasing mutual understanding and similarity, with the ultimate goal of enhancing trust.

In fact, all the problems of team integration come down to trust. Whether it is a "naked heart meeting" or other activities, it is just a tool to build team trust. Their operating principles are inseparable from the trust-building mechanism. Only by clearly understanding the reasons behind the behavior can we prescribe the right medicine and truly solve the actual management problems.

Reference:

1. Paul m Makinsky, psychology and work.

2. David Myers, Social Psychology

3. Andy Lee, Zhihu, what is the basis of trust? "answer

4. Awakened person, "see the big line and walk away", commander-in-chief of the night watchman.

5. Zhang Shanling, Zhang Pu and Li Jiang, "Ali Three Axes: Redefining Cadre Training"

6. Yang He, "The most shocking personnel earthquake in Ali history", reread DeepRead.

7. Daishan, "Daishan Speech at Lakeside University: How can HR make employees and lonely CEO concentric?" Pay attention to people