“I think I am pretty good at explaining our policies and procedures. I mean, we spent a lot of time developing our processes. We have tested things. We know the best way to get things done. So, why doesn’t my team listen to me?” complained Megan.
“What happens?” I ask.
“Okay, there are 13 steps in this process. And there are certain things that you have to look for, like you can mess up step number two and you won’t notice until step number six, so you have to take the whole thing apart back to step two.”
“Sounds complicated.”
Megan gave me the look. “That’s why I have to explain it. But they don’t seem to listen, then they start doing things their own way. About half the production has to be scrapped.”
“What do you think is happening?”
“They’re just not listening to me,” Megan stated flatly.
“I think you are right. They’re not listening to you. Sounds like they care more about what they think than what you think?” I watched Megan for her response. She didn’t like what I said, but I was just confirming what she had observed. They weren’t listening to her.
“How can you use that to your advantage?” I continued. Megan’s look at me was probably similar to the look she gave her team. “Megan, let’s try something different. I got this camera from some promo give-away. Here, take it. It’s only 3 megapixel and the chip will only take 25 pictures, but why don’t you give your team this camera and ask them to document this 13 step process and see what you get.”
“But they will get it all wrong,” she protested.
“Yes, but it’s a good place to start. Tell me how it goes.” -TF
Tom, I seen the above happening so often. People explain things they take for granted, and expected other to fully understand what they’re saying. I most cases I’ve seen, the listeners aren’t very assertive about it, and start making their own story, based on the things THEY understand. At the end of the day, everybody walks out the door with their own story, different from one another.
This leads to frustrations on both sides that can continue for some time. Re-explaining it doesn’t do much good and leads to impatience and gives the feeling their not listening.
Looking through the eyes of the beholder isn’t an easy habbit.
Kurt,
Well said, yet looking through the eyes of the beholder is precisely what is required to be effective.