ÆRLIGHET OG VISUALISERING
aug 13, 2019
«Så, dere lyver for hverandre?» Var den umiddelbare tilbakemeldingen en bedrift fikk når en av verdens ledende Lean eksperter var på besøk. Lederne på toppen setter standarden for kommunikasjonskulturen i en organisasjon, så hva skjer når en ønsker gode nyheter velkomne og dårlige nyheter blir møtt med motstand? Det er kort vei fra å la være å videreformidle dårlige nyheter, til en kultur der det å lyve aksepteres fordi sannheten er for vond å fremme. Problemet er at den virkelige verden lyver ikke, og når den virkelige verden banker på døren i form av avtagende salg, misfornøyde kunder eller stor avstand mellom det som blir lovet og det en klarer å levere, er det ikke uvanlig at det er for sent.
Toppledere er også mennesker. Det er et menneskelig bias å overvurdere gode nyheter og undervurdere dårlige. Samtidig er det å gå fra ubevisst inkompetent til bevisst inkompetent ofte en vond opplevelse. Men, det er når en har akseptert at en ikke vet, ikke kan, eller ikke forstår, læringen kan starte. Som tidligere musiker har jeg selv fått oppleve på kroppen hvordan en brutal og ærlig tilbakemelding kan oppleves. Jeg minnes spesielt godt en historie: Tilbake i 2013 gikk jeg på mastergrad i utøvende musikk ved Universitetet i Stavanger. Vi hadde besøk av Mike Moreno, en amerikansk gitarist som hadde gått den harde skolen i New York (Mike er forøvrig en fantastisk person og musiker, musikken hans finner du blant annet på iTunes). Under en øving med bandet mitt fikk jeg følgende beskjed: «Great guys, but when the piano player is soloing could you please just shut up! It sounds like you´re in a different building» Ærlig tilbakemelding, hardt og brutalt og helt sant. Jeg var så opptatt av min egen spilling at jeg glemte å lytte til solisten og resten av bandet. Klassisk tilfelle av silotenkning.
Tilbake til bedrifter og avdelinger i offentlig og privat sektor her i Norge. Hva kan vi gjøre for å komme oss forbi ærlighetsfrykten? Først og fremst må vi tørre å visualisere viktig data og informasjon, gjerne i et ledelsesrom med tavler (både analoge og skjermer). Et ledelsesrom bør visualisere følgende (Dette kan du lese mer om her):
Visjonen og formålet til organisasjonen
Informasjon om kunder, hvilke klager får vi inn?
Informasjon om konkurrenter, hvilke taktiske bevegelser ser vi de gjør?
Viktigste utfordringer vi står ovenfor
KPI´er (gjerne en blanding av operasjonelle og finansielle) for å følgeutviklingen over tid
Ledelsens forbedringsaktiviteter
Visualisering av denne informasjonen vil selvsagt ikke automatisk føre til forbedrede prestasjoner, men det kan danne grunnlag for ærlige diskusjoner i ledergruppen,basert på en felles virkelighetsoppfatning. Mennesker er mennesker og det vil alltid være vondt, og til tider vanskelig å løfte frem dårlige nyheter, men god visualisering skal hjelpe oss med å gjøre dårlige nyheter objektive og ikke knyttet til personen som kommer med dem. Det gir oss dermed et startpunkt for å diskutere og ta tak i dårlige nyheter så tidlig som mulig. Først, vær ærlig, så kan du jobbe med å forbedre organisasjonen din et problem og en utfordring om gangen.
Eivind Reke, Organisasjonssekretær
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