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Leadership Card 26 – What Looks Like Resistance…
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… Is often a lack of clarity.
If you’re not clear on something, how do you know what to do? In the moment, without trying things out or making mistakes, you don’t. And more often than not a company will blame the people, when in fact the real reason for mistakes is those people just aren’t clear on exactly what it is they have to do.
And here’s a fun fact: a recent study from Gallup Business Journal found more than 50% of U.S. employees aren’t clear on what is expected of them at work. Maybe it’s not so much “fun” as it is just a “fact” – especially if you’ve ever experienced it yourself. It’s like someone telling you to run faster but not telling you where you need to run to. Not having a clear objective, not having something to aim for or work towards can have a serious impact on the engagement in your team.
A clear objective was also one of the keys to improving results in executives by 35% in Albert Humphrey’s paper on SWOT analysis (being Strengths, Weaknesses, Opportunities and Threats to a business). Just being clear on where you wanted people to head helped them improve.
If you’re navigating a ship or flying a plane, can you imagine not having a destination in mind? Well that’s the way most teams operate before working with Ease of Use and Lean CX – they simply run on whatever problem is most pressing at the moment and do their best to put out that immediate fire. They don’t look at where they’re actually heading.
So give your people clarity. Make sure they have a clear objective, know what is required, and know the steps to get there. It will have a huge impact on the engagement and profit of your teams.
Chat soon – David McLachlan
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