Over the past six months I have experienced a situation where I was referred from one person to another, told that something would happen in a timeframe…yet it didn’t, laughed at when I explained my situation and treated like a fly to be swotted by process-driven personnel.
I felt powerless, disrespected and hugely frustrated.
Thankfully, I can say this issue has now been resolved. :-)
Despite this, I also truely believe that in every difficult situation there is a learning.
One question (of many) that has arisen for me is:
“When might we be placing process over people?”
Within every system there are processes; some clearer than others. What I noticed from my experience was that no-one was willing to connect on a human level. Instead I was told “That’s not my department”, or “That’s the process”, or “That’s just the way it is”. It seemed that everyone hid behind process within a very complex system. It also seemed to be a case of the tail wagging the dog, not the dog wagging the tail. That is, process took precedence over people on all accounts.
As leaders we both create and operate-within complex systems. My questions for your consideration this week are:
Where might you use a process as an excuse for inaction?
When might you think or say “That’s not my problem?”
How might we create a culture where people feel empowered, rather than powerless?
When do you stand-up for the person over the process?
Where in your organisation might the tail be wagging the dog?
Look deeply, consider truthfully because the culture of your organisation depends on it.
Go well this week :-)
Ngā mihi Mary-Anne
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