Treating insiders like outsiders

JUST THINKING AND FEELING

DR. ICHAK ADIZES explores the need for effective internal communication and decision-making within organizations, and how we can all contribute to that.

I distinguish between decision-taking and decision-making.

Decision-making involves the accumulation of information, deliberate consideration, the illumination of ideas generated from this deliberation, and a subsequent assessment of whether we are comfortable with the insights gained. Eventually, we transition to decision-taking, the finalization of the decision.

For a decision to be effective, it is imperative that it encompasses all the necessary elements; otherwise, it becomes akin to a three-legged horse, incapable of delivering its intended outcome. The four imperatives include what needs to be done, how it should be done, by when, and who is responsible for its execution.

Failure to define and communicate any of these imperatives leaves a void that people often fill with their own expectations. This gap becomes a breeding ground for miscommunication, leading to hard feelings, and loss of energy and trust.

The person who receives the instructions should be responsible that all four imperatives are agreed upon and clear so they know what is expected of them. If an imperative is missing, they must seek clarification by asking questions such as, “By when do you want it?” and “How do you want it delivered?” Accepting a task without all imperatives specified leads to assumptions, fostering disparate expectations between the delegator and the delegatee.

For a well-functioning company, effective teamwork, and 
the establishment of a climate of mutual trust and respect,
treating internal clients at least as well, 
if not better, than external clients is imperative. 

Consider a scenario where a task’s deadline arrives, and the individual responsible fails to meet the agreed-upon time frame. Typically, excuses and explanations follow. However, excuses should not be tolerated.

An analogy can be drawn from a consumer experience: imagine expecting a product by a specified date, only to find it unavailable while the salesman provides post hoc explanations. This disappointment is a recipe for customer loss, a situation mirrored in professional contexts.

When the delegatee realizes a deadline cannot be met, timely communication with the delegator is crucial. Just as we inform external clients about delays, the same courtesy should extend to internal clients.

It appears that we often treat external parties better than our internal counterparts, assuming greater accommodation and forgiveness from the latter. For a well-functioning company, effective teamwork, and the establishment of a climate of mutual trust and respect, treating internal clients at least as well, if not better, than external clients is imperative. This principle extends to marriage and family life as well.

Just thinking and feeling,

Dr. Ichak Adizes

ichak@adizes.com
https://www.ichakadizes.com/post/treating-insiders-like-outsiders?mc_cid=af52d7a257&mc_eid=4db2768c23