As a consultant you get used to, quite frankly, being treated like dirt. Or maybe everybody hates us….Apparently we can be used for our knowledge and ideas, but then left high and dry when it comes to actually employing us. Some recent examples. We employ Ruth who is a great business developer. She loves cold calling so is a real asset to a business like ours where we hate to feel like we’re not loved. Ironic really given the subject of this blog. However, she does a great job of securing appointments for us. Now we’re not in the business of selling 'products'. We like to add value and if you’re not in the market then we won’t push you. So Ruth will always qualify an appointment to make sure we could add value. I had one recently – it was with Kent County Council. I wouldn’t normally name names, but if you’re in our business and get the ‘opportunity’ to meet with Hugh Martyn then I would advise you to save your petrol money. My, let’s call them, 'nonsense' detectors have become very finely tuned in the years we’ve been running realworld. I can pretty much tell if someone is wasting our time or not. Early on in the correspondence my detectors were buzzing with Hugh, but he seemed to have a need so we persevered and eventually he agreed to meet us. I’m just reading a book about the Paras in Afghanistan and on reflection it was a bit like setting up a Shura with the local official – it takes ages to arrange, he is only interested in what’s in it for him and it is impossible to agree anything meaningful. Anyway…one hour’s drive, arrive at KCC in Maidstone early, girl comes to meet me in reception. Can’t remember her name, but she worked for Hugh (at least for the last two months as she had only just joined the team). Hugh? He had ‘just been called to an important meeting’ so the meeting would be with her.... No problem she could tell me all about their plans and priorities. No she couldn’t. Could I perhaps tell her about what we did? Having already sent Hugh company information I polited it out for 20 minutes and left. Another example. Ruth set up a meeting at another council. I won’t name this one, but they are based in Oxford. They had a definite need for 360 and were attracted to us as we were cost competitive. Made the trip, park and ride and all, and had a good meeting. Great, I thought. Nice guy, good rapport, we could provide them exactly what they need. Sent follow up information including the offer of a free 360 to show what we could do. Still waiting for any kind of acknowledgement……Is it a public sector thing? Not so sure as I have a private sector example. I had a good feeling about this one - they even used my summary of their needs in their briefing document. But, after a second positive meeting it took almost 6 weeks to find out we had not been successful.
And this is my point. In the absence of information human beings will fill in the gaps for themselves. We will literally make stuff up in the absence of information. If you as a leader always thought that it is best not to communicate to your people as they only turn it into rumours then you are wrong. They make stuff up because you don’t tell them. Imagine going through a series of medical tests that could be serious. How do you feel when the doctor’s don’t give you a straight answer? It’s the same when you don’t keep your people informed. They want all the news, good and bad. In the absence of anything it will increase their levels of anxiety and it will reduce overall levels of productivity. How to deliver the message? Research shows that if you tell people bad news in a positive way they are more likely to accept it positively than if you deliver good news in a negative way. What if you don’t know the full story? Tell them you don’t know, but let them know that you appreciate that they must be concerned. This alone will put their mind at rest. It will also begin to generate a bit of trust and they will learn that when you don’t know you don’t know rather than suspecting you do know and then fearing the worst.
So, whatever you do make sure you always let your people know what the current situation is and don’t ‘nonsense’ them. They’ll thank you for letting them know where they stand…..
http://www.rworld.co.uk/
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