Organizational Leaders Can’t Fix People



Charlie Chaplin, Modern Times, 1936

Last week, in the middle of an important project, my printer stopped working. My first response was unbridled frustration and then I shifted into figuring out what went wrong. It turned out that the problem had to do with the cartridge and all that was needed to fix it was to replace it with a new part. Done –  not very exciting or interesting news. But, it got me thinking about how organizations still go about dealing with change and human dynamics.

In my attempt to resolve the problem with my printer I took a linear approach; get to the source of the problem and replace it with a new part. I can’t begin to tell you how often I hear stories from the workplace that reveal the same approach to efforts to ‘fix” what’s broken – a program, a communication issue, a person. In fix-it cultures, concerned more with quick results, this poses major obstacles to the massive changes needed to shift mindsets towards greater resiliency, transparency and collaboration.

In the thousands of books and articles written about change management, less emphasis has been placed on so-called “soft” management – leadership, motivation and human dynamics. In his article, Why Change Management Fails in Organizations, Ray Williams point out that  “change success in large organizations depends on persuading hundreds or thousands of groups and individuals to change the way they work, a transformation people will accept only if they can be persuaded to think differently about their jobs. In effect, CEOs must alter the mind-sets of their employees-no easy task. I would add to their conclusion that individuals in organizations, to embrace change, must also engage in a process that changes how they think about themselves, not just their job.”  Continue reading