Several companies fail in their attempts to achieve excellence. A common reason is that the so much needed change wasn’t planned or implemented properly, and it will be rejected by the organization, as the organizations are auto-regulated (autopoiesis, Maturana dixit). Often, companies (or consultants) use a packaged change program: “Whatever worked for X company is good enough for company Y.” Additionally, everyone wants a quick fix that makes them look better in no time, and more often than not, structural changes are messy.
We often forget that things that developed or deteriorated for years, cannot change in a couple of weeks, with just a few meetings. We need to change people behavior and often, beliefs. As this is frequently a very important and not always evident obstacle for change: organizational defenses.
To achieve organizational excellence, organizations should focus on learning, competence and justice, instead of morale, satisfaction and loyalty which are the frequent concerns of HR, as Chris Argyris says. Learning will allow us to detect errors and correct them; competence will help us to solve problems definitely and justice will improve the organizational health. Regardless of the change agents’ efforts, if the organization doesn’t really focus on these three issues, change won’t be sustainable.
SEVEN ERRORS THAT PREVENT REAL CHANGE
Argyris mentions seven worldwide errors that top management considers crucial, and that have been proved through research:
1. Actions intended to increase understanding and trust often produce misunderstanding and mistrust. Think of all these meetings that large companies have between the head office and a local office. Head office executives think that everything has been cleared out and local office executives wonder what is the head office really planning to do.
2. Blaming others or the system for poor decisions. No one likes to take the blame, and no one wants to admit they made a mistake.
3. Organizational inertia: the tried and proven ways of doing things dominate organizational life. We have all heard the typical comment: “it has always been done this way”, or “I don’t have the authority to change it”. People tend to stick with what they did yesterday, often forgetting that if there is a new competitor, new technology or new need, what worked yesterday won’t necessarily work today.
4. Upward communications for difficult issues are often lacking. No one wants to bring the bad news, Upward communication from employees often disappears at management level.
5. Budget games are necessary evils. Everyone in a medium or large company knows the different applications of this defense. People tend to undersell to make sure that they can deliver, conceal unattractive programs in a more attractive one, require authority from different parties to make difficult to come to an agreement, promise future results instead of being clear on what the program does, etc.
6. People don’t behave reasonably, even when it’s in their best interest. A lot of irrational responses can be found here: rejection, indecision, procrastination, sabotage, lack of follow-up, etc. People think that just by being (or appearing busy) things will change or fade away.
7. The management team is often a myth.
WHAT DO WE DO, THEN?
There is no magic pill to change our behavior in organizations, but we can start by understanding these errors and finding which ones apply to our organization. We need to process our fears and work as individuals and in groups, to understand what is happening to our organization and what do we need to do to change it. We need to get rid of the “fancy footwork” that protects this defensive routines. We need to understand and challenge the assumption that is behind each defensive behavior.
When we talk about changes that impact the entire organization, there is never too much communication or training. But both process should be a two way path. We need to listen and learn what is really happening in the organization. Our Change Management efforts cannot be superficial, otherwise we risk the trust the organization may have on it.
We need to unlearn and re-learn a new model of thinking. Analysis, reflection and humble inquiry are needed if we are to get to the bottom of these defenses.
Do you have any example of question? Please, share it in the comments section.