Comments on: Crossing the Line http://thestrandedstarfish.com/crossing-the-line/ Looking for ways to make a difference. Sun, 13 May 2012 22:25:00 +0000 hourly 1 http://wordpress.org/?v=3.1.3 By: joe http://thestrandedstarfish.com/crossing-the-line/comment-page-1/#comment-88 joe Sun, 14 Feb 2010 22:43:17 +0000 http://thestrandedstarfish.com/?p=326#comment-88 I need to read that. Someone gave me a copy a long time ago but I never read it (it may have been you?). Sounds like it is time to dig it up. I need to read that. Someone gave me a copy a long time ago but I never read it (it may have been you?). Sounds like it is time to dig it up.

]]> By: Paul http://thestrandedstarfish.com/crossing-the-line/comment-page-1/#comment-82 Paul Sun, 14 Feb 2010 00:21:10 +0000 http://thestrandedstarfish.com/?p=326#comment-82 Reminds me a bit of a book, I think it was Peopleware (excellent book even if it wasn't the source), that people will complain no matter what, it's WHAT they're complaining about that you need to pay attention to. If employees are complaining that the cube walls aren't the 'right' shade of gray... probably not important. If employees complain that they're aware their salaries are lower than competing companies and there's little other 'up side' or they're complaining that the constant noise is making it very difficult to work and the results show this, definitely important! Reminds me a bit of a book, I think it was Peopleware (excellent book even if it wasn’t the source), that people will complain no matter what, it’s WHAT they’re complaining about that you need to pay attention to.

If employees are complaining that the cube walls aren’t the ‘right’ shade of gray… probably not important. If employees complain that they’re aware their salaries are lower than competing companies and there’s little other ‘up side’ or they’re complaining that the constant noise is making it very difficult to work and the results show this, definitely important!

]]> By: joe http://thestrandedstarfish.com/crossing-the-line/comment-page-1/#comment-80 joe Fri, 12 Feb 2010 20:08:08 +0000 http://thestrandedstarfish.com/?p=326#comment-80 Great points Karen. Like almost all rules of thumb there are things underneath that should be considered and I think you have hit a few good ones. I think your questions all point to going deeper to find the root cause of the need rather than the surface. Often the bitch on the top isn't really the source of the need - much like punching a girl in the arm in 3rd grade meant you liked her. Personally, I love to use the "5 Whys" method conceived by Toyota to get to the root (a future column). It's at the root that you can attempt to classify where in the hierarchy the problem lies. And by all means as you point out, never confuse or substitute cursory audio processing with true listening. Clearly based on your insights you already get this stuff! Great points Karen. Like almost all rules of thumb there are things underneath that should be considered and I think you have hit a few good ones.

I think your questions all point to going deeper to find the root cause of the need rather than the surface. Often the bitch on the top isn’t really the source of the need – much like punching a girl in the arm in 3rd grade meant you liked her.

Personally, I love to use the “5 Whys” method conceived by Toyota to get to the root (a future column). It’s at the root that you can attempt to classify where in the hierarchy the problem lies.

And by all means as you point out, never confuse or substitute cursory audio processing with true listening.

Clearly based on your insights you already get this stuff!

]]> By: Karen http://thestrandedstarfish.com/crossing-the-line/comment-page-1/#comment-78 Karen Fri, 12 Feb 2010 16:03:07 +0000 http://thestrandedstarfish.com/?p=326#comment-78 My comments are related to issues that go beyond obvious problems related to basic needs, as in your “can’t pay the bills” example. Here are a few evaluation questions that come to mind: - What is the frequency and duration of the bitching? What’s the trajectory of morale related to the issue? Is it subsiding or getting worse? If the bitching is getting louder, darker, and more frequent, it warrants some attention. - How widespread is the bitching? If the issue seems minor, but a lot of people are grumbling, it might warrant some attention. It could be like the splinter in your finger – not life threatening but enough to drive you crazy. - Though an issue seems silly to you, could it be symbolic for somebody else? Here’s an example: I have a friend, Mary, whose stepmother would buy Hostess Ding Dongs for her own children, but would not allow Mary or the other stepchildren to have them. For Mary, Ding Dongs are highly charged symbols related to worthiness. Could the removal of the coffee, tea, and filtered water feel like a message that the company doesn’t care about employees? Could be, especially in the case where people are already operating under that confirmation bias. I understand the value of having a “cut line” for quick analysis, but know when you need to dig deeper. And keep in mind that sometimes, people just like to know they are being heard. Listening is all you have to do to make it better. My comments are related to issues that go beyond obvious problems related to basic needs, as in your “can’t pay the bills” example.
Here are a few evaluation questions that come to mind:
- What is the frequency and duration of the bitching? What’s the trajectory of morale related to the issue? Is it subsiding or getting worse? If the bitching is getting louder, darker, and more frequent, it warrants some attention.
- How widespread is the bitching? If the issue seems minor, but a lot of people are grumbling, it might warrant some attention. It could be like the splinter in your finger – not life threatening but enough to drive you crazy.
- Though an issue seems silly to you, could it be symbolic for somebody else?
Here’s an example: I have a friend, Mary, whose stepmother would buy Hostess Ding Dongs for her own children, but would not allow Mary or the other stepchildren to have them. For Mary, Ding Dongs are highly charged symbols related to worthiness.
Could the removal of the coffee, tea, and filtered water feel like a message that the company doesn’t care about employees? Could be, especially in the case where people are already operating under that confirmation bias.
I understand the value of having a “cut line” for quick analysis, but know when you need to dig deeper. And keep in mind that sometimes, people just like to know they are being heard. Listening is all you have to do to make it better.

]]> By: joe http://thestrandedstarfish.com/crossing-the-line/comment-page-1/#comment-76 joe Fri, 12 Feb 2010 14:53:05 +0000 http://thestrandedstarfish.com/?p=326#comment-76 How cool is that? I'm interested to see how it turns out. Do you have the ability to influence those in your group? How cool is that? I’m interested to see how it turns out. Do you have the ability to influence those in your group?

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