Setting the Tone for Cultural Excellence Through Gemba Walks

Jason Quinnan, Project Manager, POWERS

A Gemba Walk is more than just a stroll through the workspace—it’s a leadership practice designed to observe, listen, and engage with the people and processes at the heart of an operation. When conducted effectively, it strengthens culture, fosters trust, and identifies opportunities for improvement.

However, how a leader conducts themselves during a Gemba Walk determines its success and the tone it sets for the team.

Here are key principles and actionable strategies to guide leaders during a Gemba Walk:

1Approach with Curiosity, Not Criticism

The purpose of a Gemba Walk is to understand, not to judge. Leaders should approach every conversation and observation with an open mind, seeking to learn rather than to evaluate.

What to Do: Ask questions like “Can you walk me through what you’re working on?” or “What challenges are you experiencing here?”
What to Avoid: Avoid pointing out flaws or jumping to conclusions. Focus on learning the “why” behind processes rather than immediately proposing fixes.

“Leadership is not about being in charge. It is about taking care of those in your charge.”

— Simon Sinek

2Foster Psychological Safety

During a Gemba Walk, employees must feel safe to share their honest thoughts and challenges. Leaders set this tone by actively listening, showing respect, and avoiding a punitive mindset.

What to Do: Listen attentively, nod to show understanding, and thank team members for sharing their insights. Reassure them that the walk is about improving processes, not blaming individuals.
What to Avoid: Avoid interrupting, dismissing concerns, or reacting negatively to feedback.

3Ask Open-Ended Questions

The best leaders use Gemba Walks to spark dialogue and gain deeper insights into workplace dynamics. Open-ended questions encourage employees to share more meaningful information.

Examples of Questions:
- “What’s one thing that would make this process easier for you?”
- “What’s going well, and where do you see room for improvement?”
- “If you had a magic wand, what would you change here?”
Why It Matters: These questions show genuine interest in their work and signal that their opinions are valued.

4Focus on the Process, Not the Person

Effective Gemba Walks focus on observing and improving the process rather than critiquing individual performance. This approach reduces defensiveness and keeps the conversation constructive.

What to Do: Discuss workflows, tools, and barriers to efficiency. Use language like, “How does this process typically run?” or “Are there any obstacles slowing you down?”
What to Avoid: Avoid singling out individuals or making comments that could be interpreted as personal criticism.

5Recognize and Celebrate Good Work

Acknowledging and celebrating positive behaviors, processes, and efforts is a critical part of a Gemba Walk. Leaders should look for opportunities to highlight what’s working well.

What to Do: Call out good practices on the spot, such as “I really like how you’ve organized your workspace—great job!” or “Your attention to detail here is outstanding.”
Why It Matters: Public recognition reinforces positive behaviors and boosts morale.

“Appreciation can make a day—even change a life. Your willingness to put it into words is all that is necessary.”

— Margaret Cousins

6Practice Active Listening

Active listening shows employees that their voices matter. Leaders should make eye contact, nod, and take notes during conversations to demonstrate engagement.

What to Do: Summarize what the employee has said to confirm understanding (e.g., “So, if I’m hearing you correctly, this issue comes up when…”). This not only ensures clarity but also makes employees feel heard.
What to Avoid: Avoid distractions like checking your phone or cutting the conversation short.

7Balance Observation with Follow-Up

A Gemba Walk isn’t just about identifying issues—it’s about creating momentum for action. After the walk, leaders must follow up on insights and ideas shared during the walk.

What to Do: Document key takeaways and share them with the team, along with any next steps or commitments. Revisit previous issues in future walks to show progress and accountability.
Why It Matters: Consistent follow-up builds trust and signals that the walk is not just a symbolic exercise.

8Lead by Example

Leaders set the tone for workplace culture through their behavior during Gemba Walks. Modeling curiosity, humility, and respect inspires employees to do the same.

What to Do: Be approachable, demonstrate enthusiasm for learning, and remain calm even when observing inefficiencies or challenges. Employees will mirror this behavior in their work.
What to Avoid: Avoid acting rushed, disengaged, or overly critical, as these behaviors undermine the purpose of the walk.

9Use the Walk to Reinforce the “Why”

Every team member should leave a Gemba Walk with a clearer understanding of how their role aligns with the organization’s goals. Leaders can use this time to connect daily tasks to the bigger picture.

What to Do: Share insights like, “Your attention to detail here directly impacts our ability to deliver quality to the customer.”
Why It Matters: Employees are more engaged and motivated when they see how their work contributes to larger outcomes.

10Reflect on Your Leadership Impact

Finally, leaders should use Gemba Walks as an opportunity to assess their own leadership. Ask yourself:

Am I creating an environment where employees feel safe and empowered to share?
Are my actions aligning with the culture I want to build?

By focusing on these questions, leaders ensure that Gemba Walks remain a valuable tool for continuous improvement.

Conclusion: Transforming Culture, One Walk at a Time

A Gemba Walk isn’t just about identifying inefficiencies—it’s a powerful tool for shaping culture, building trust, and improving engagement. When leaders approach these walks with curiosity, humility, and a focus on process over people, they create an environment where employees feel valued and heard.

By fostering open dialogue, celebrating good work, and following through on commitments, leaders turn Gemba Walks into opportunities for lasting cultural transformation. After all, as the saying goes, “The best way to lead is to listen.”