June 22, 2011 Leave a comment
Recently, I have struggled to maintain the blogging pace (1 every 4 weeks) that I set as a goal for myself at the beginning of the year. The difficulty can be easily explained. I have been meaning to share some stories from past experiences. However, I have hesitated, worrying that by publicly displaying my thoughts about sensitive topics I could be burning the bridges I have built with past colleagues. Ultimately, I’ve decided to write about some lessons learned based on advice from a mentor, “sharing how you overcame difficult situations is always a good thing.” I will attempt to be objective in my recollection as opposed to writing a long-winded rant. Names will be withheld to protect the guilty. Nevertheless, I can say with certainty that the chaotic, passive-aggressive environment of the following situations taught me more about dealing with superiors and office culture than anything else.
Since I plan on writing more than one post around the same topic, it is useful to spend a little effort describing the culture at my previous employer. First of all, the company was small. It was big enough and established enough to not be considered a startup anymore. However, it was small enough that any change that ownership decided on could be carried out in a matter of days, and drastic decisions were made… frequently.
Once a month, all employees met over a long lunch to discuss important topics, like current status, growth, and direction of the company. This was not an abnormal concept, but it was at these meetings where we were met, more often than not, with such flummoxing news that we all left in disbelief. We began to walk into the meetings each month expecting a new “bomb to be dropped” on us employees. Despite hearing that company financials were good, we would learn of a completely new corporate direction. Also typical would be revocations of previously approved “perks.” Or, as we looked to our left and right and noticed certain people were not in attendance, we would soon find out that these folks had been fired unexpectedly that day.
At the time, I merely chalked everything up to the passive-aggressive nature of leadership. But now, looking back, I realize what was happening was a lack of trust, and therefore a constant evasion of policies, conversations, and tactics that had previously caused pain. The moment anything went wrong, then in the eyes of those making decisions, it meant that everything on which the company was focusing was wrong, and changes needed to be made in the opposite direction. Put another way, the strategies being implemented may have been near perfect, but they were immediately abandoned at the first setback. It is this anti-pattern on which I will elaborate today, but first, I want to share an excerpt from a journal I wrote while on the job:
No one really ever knows if they’re doing a good job. “Reviews” have been neglected over the last 8 months. And, although we have a “Vision” statement, our environment changes so often and our direction always comes from one source, that it makes everyone feel like whatever they were working on before wasn’t right.
Another source for this is that we have high turnover here. So, if someone learns some method or process from someone else who was terminated, the thing learned gets questioned even though it might be highly valuable.
I think a way to resolve this is to understand that it occurs. When there is turnover, either more could be explained, or there should be a more thorough strategy for picking up the focus that the resource had.
The Solicitation of Advice
Recognizing that turnover was high and morale and productivity were low, leadership asked me and another employee to lead 2 workgroups over the course of several weeks to brainstorm areas at which the company needed to improve. The idea was that recommendation documents from each workgroup could be created somewhat anonymously, and would result in an honest, public discussion with the owner. The documents would follow a What, Why, and What’s Next format for each suggestion.
I cannot speak for the other workgroup, but mine was thoroughly engaged in the process of trying to “fix” the issues of the company. We spent hours brainstorming, collaborating, and refining our recommendations, but we ultimately knew that no policy change or employee benefit would take root unless a culture of trust arose first. Our message was clear. We aspired to a culture of trust in which we communicated openly, trusted the intentions of colleagues, and were patient with decisions based on education and experience. In order to fit the requirements of the document, we provided specific examples of ideas for change in addition to an overview wherein our culture of trust concept was explained (if you knew our audience, you would know how important adhering to the proposed document structure really was).
Eventually, our deadline arrived along with the promised “open” discussion. The owner was the solicitor of our recommendations and the authority for taking action. Our workgroup’s mission was to pitch our ideas on paper and await the resulting changes. Going into the meeting, I was excited about making a truthful, heartfelt, objective, and passionate case for change. My hopes were quickly squashed.
The owner had a day to review recommendations before the meeting. However, it apparently was not long enough to enable an objective reaction. The meeting kicked off with defensive remarks rebutting the specifics of nearly every recommendation. Those of us who were more vocal, or who had less to lose, prudently responded calmly, arguing for the case of the documents.
As you may have guessed, the multi-hour clash was all for naught. The owner, citing past misbehaviors by employees (most of whom were no longer employed there), told us we “were not mature enough to handle these changes.” The entire discussion focused on arguing specific points about low priority recommendations and how they would be carried out. It became emotional. The overarching message was not heard, nor internalized.
Maybe it was better to receive an immediate negative response than to follow the company’s normal trend of putting changes into place only to lose faith in those changes soon after. Still, that was the 2nd “bomb” I endured at the company, and it illustrates one of the biggest anti-patterns that was so common. We were given hope in the form of solicited advice, but absolutely zero progress resulted. The owner had effectively reduced morale to nil. There was a fleeting moment of trust (2 steps forward) followed by the regression to a comfortable status quo, except the engagement of several of us was lost in the process (the 3 steps back).