Help! We need to be less reliant on help!

When managers see things going wrong in a department they may respond by moving staff with key talents to help those who are struggling to cope. Hopefully these specialists will contain the situation and restore normal service, but their talents mean they could be redeployed just as quickly to be of use elsewhere. That can leave the department in the lurch; vulnerable once more, dependent as ever on external capability.

Likewise, it can seem cost effective to bring in external consultants to deal with a specific issue, but if the underlying causes remain then there's the makings of an expensive dependency - unless the required skills can be adopted by the permanent team.

Must it be a choice between getting an expert to deal with an immediate problem quickly, or equipping that department with the right tools and skills it will need to remain robust and reliable? If support doesn't include learning, then how much of a help is it in the long run?

What is the human cost of holding a "them" and "us" attitude about the people you work with?

One of the most pressing challenges that we experience when we work with organisations is the perjorative use of the pronoun “they”. It can creates internal silos and people “chucking things over the wall at each other” without understanding the impact of their actions or how they are unconsciously constructing stories about each other that get in the way of collaboration, and at what cost?

When you are focused each day on the challenges you and your team are facing it can firstly be overwhelming and secondly it can feel very isolating. More often than not we realise that issues have been built up and frustrations have evolved that are born of silence. When was the last time you discussed your relationship to another person at work? Probably never, right? It is still not the norm, not the done thing.

Yet what is the cost to the company of the existence of silos? In manufacturing, what is the cost of the rework it might mean? What is the cost of silos to your customer relationships? In the past collaboration, creativity and innovation have been things that organisations strived for to achieve a competitive advantage. Now it is becoming clear that they have become essential for survival.

So how do you break down these silos?

In the first instance – talk to each other. Make sense of the impact you each have and celebrate what works well.

In the second instance – contract with each other about how you will work together. Yes, it is counter to most organisational cultures to discuss such topics, but agreeing what you will do if something isn’t working for you and agreeing how you will talk about it, makes it far easier to bring up what could be seen as emotive topics.

Discretionary Effort: a DIY Guide

A key point of discretionary effort is that by definition it is discretionary. As a leader you can't demand it - you have to earn it. As soon as you set it as a goal you are essentially expecting people to work for free. 

According to Engage for Success "Employee engagement cannot be achieved by a mechanistic approach which tries to extract discretionary effort by manipulating employees’ commitment and emotions. Employees see through such attempts very quickly and can become cynical and disillusioned."

The question becomes why do people sometimes choose to give more of themselves than is asked for in their job description? It is about care and the relationship they have with the people they work for and work with. 

From a management perspective it is clear that the challenges in the world are requiring organisations to respond in a different way; that managers can't succeed without employee discretionary effort. The danger is that as soon as you identify discretionary effort as essential you have to consider what the implications of this are when heard by employees. 

The answer is care and relationships. How we take care of each other, how we relate to those people who we spend more time with than our own families will always impact the level of commitment and care you will receive back. This can be the only motivation -  otherwise the care becomes false and people will see through that very quickly. 

The most amazing example of discretionary effort I have witnessed is within our wonderful (and under cared for) National Health Service. Staff choosing not to go home until they can find a bed for their patients. Preparing food and drinks for them and caring for them in ways that are not asked for or expected. And the reason they do this? Their conscience won't let them do anything else. With the challenges of resourcing and capacity issues facing the NHS it is this quality of care that keeps it functioning. 


My experience

When I first became a manager I was young - a lot younger than some of those I was managing. I had a steep learning curve ahead of me and I failed - a lot - until I realised that I had to earn their respect, trust and care. I tried often to short circuit the process; find a quick way to get people to follow me, manipulate them, guilt them into staying later. I always thanked them for their effort, but that really wasn't enough.

I remember one phrase I used a lot when I was talking about work was 'They don't need to like me. I don't need friends, I need employees that do their job.' I was honestly kidding myself. This was my defence when I had to be tough, but what I realised was that actually they did have to like me and I had to like them, but more than that: we had to care for each other. This was the first time we functioned well as a team, we had each other's backs and we did what needed to be done for each other. I stopped having to think about asking for more because we all gave more where we could and they saw me doing it as well. We were in it together and that's what made it work. My new phrase when I thought about work was 'don't ask others to do something you aren't prepared to do yourself.'

Are we collaborating?

“Collaboration is the process of two or more people or organisations working together to realise shared goals.”

 But what does it take to truly collaborate?

We believe that it takes trust, empathy and balance for a whole team to be effective.  Collaboration needs self-awareness and an understanding of everyone's strengths and weaknesses, so that the achievement is that of the team, not just the individual.

Us and them

Silos are present in just about every organisation, sometimes they are physical as well as psychological. If they already exist, we tend to exacerbate silos with phrases like “if only they would do what they are meant to…”

How do you go about removing some of what gets in the way?

Are you listening to your employees?

There's nothing quite so demotivating as sending people the message that their ideas and insights are not welcome.

What stops your employees from speaking up?

How can you find out?