One Strategy to Prevent Conflict at Work
Years ago, my family visited Six Flags amusement park. That day, we observed poor attitudes among the staff, especially the custodial workers. Throughout the day, they seemed grumpy and acted like we, the customers, were in their way. Evidently, we weren’t the only ones to notice. Their headquarters received so many complaints that the CEO decided to assess the situation himself. Disguised as a custodial worker, in sunglasses and a uniform, he performed his own version of “Undercover Boss.” He interacted with fellow staff members and watched in dismay as all the accusations were confirmed. These employees were cranky and irritable.
Then, he made a discovery that changed everything.
After interacting with the staff, he discovered that they assumed their job was to keep the park clean. Since guests were messing it up with spills and litter, employees naturally perceived the guests in an adversarial way. Hence, their attitude. When the CEO called for a staff meeting and explained to them that while they all were responsible for different tasks, their ultimate job was to satisfy the customers. In short, to make guests happy. Naturally, since customers enjoy a clean park, maintenance is a must. But it is a means to an end, not the end. Staff members had forgotten the big picture and only paid attention to their specific task.
This happens every day in every industry at work:
Sales and fulfillment are at odds because their jobs are so different.
Labor and management can feel divided because they see different priorities.
Retail clerks can feel customers are a burden, forgetting that consumers are the source of their paycheck.
The shift in perspective on the goal transformed the custodial staff at Six Flags.
Three Metaphors to Align Your Team
While every employee must know their job inside and out, the average team member loses sight of the big picture and focuses only on their task. They miss the forest for the trees. Leaders must equip them to see the bigger picture and align their job with the larger vision, not vice versa. Below are three metaphors that will spark discussion and clarity on this topic. I call them Habitudes® which are images that form leadership habits and attitudes. I use these metaphors all the time. May these pictures be worth a thousand words.
1️⃣ Barn Building
A farmer and his wife bought some new property and argued about what to build on it first. She wanted to build the house first since that’s where they’d live. He won the debate by saying, “The barn must come first because the barn will build the house.” His point of course was that all that happens in that barn would generate revenue for everything else. Every company must discern their “critical transaction,” the product or service that makes everything else happen. This enables leaders to keep the main thing the main thing. It’s not that your “barn” is more important than other transactions; just that it enables every other transaction.
2️⃣ Microscopes and Telescopes
Team members must possess two perspectives: the details and the distance. With a microscope, they see the details of their work. With a telescope they see the larger view, the general, long- term goals. Attention to detail and attention to distant outcomes you’re pursuing are equally vital. Hire for both and condition team members to keep their eye on both as they labor. This is vital to set the standard but it’s difficult. Nicole Mejia said, “Most people won’t get it. Why you work so hard or sacrifice so much. But you don’t owe them any explanations. You must keep going. Often people lack the ability to see anything that isn’t right in front of them.”
3️⃣ Puzzle Pieces and Box Tops
It’s almost impossible to put together a large, thousand-piece jigsaw puzzle without a box top. Why? The box top reveals the big picture; the finished product. Not only is it dangerous for employees to be limited to their own puzzle piece at work, it makes it hard to complete that puzzle. As people enter your team, they’ll likely see their own talent, prioritize their own advancement, and look out for their own good. There’s nothing evil about that, but it prevents them from acting on behalf of the whole. It’s “me first” not “we first.” Leaders must tell stories of those who acted in light of the big picture and sacrificed on behalf of the “box top.”
Remember this:
Everyone is more important than their job, but no one is more important than the mission. To maintain momentum, everyone must keep their eye on the big picture.
Want to empower the next generation with essential leadership and character skills? Explore the transformative world of Habitudes by Growing Leaders.