There’s more to getting input than just getting input

It’s funny, I’m starting to feel a bit like Scott Adams, I mean beyond sharing part of a first name. About the time I start wondering what I should next write about and figuring I might finally have to go back and re-read the ends of recent posts to figure out what I said I might write about, something happens, or someone says something that rings a bell- and ding! I have a topic for my next post.

See if this one rings a bell for you, too:

These people are always complaining that we never give them a chance to tell us what they think. They have plenty of chances. I don’t know what they’re talking about. They’re just crazy!

Well, OK. That’s one way to handle it. I say X, you say Y; you’re clearly an idiot. OK, let’s first assume that you really did give people plenty of chances to provide input, yet they’re still complaining. Sure, they might be idiots, but it is probably more productive to take a little deeper look, first. If nothing else, you have a perception problem, and that’s something you probably can and should work on.

So, there are really two issues here. First, if you really want to understand what people are saying about you, take some time to look beyond just their words. In this case, if you’re confident that there really were opportunities for input, yet people still complain about there not being enough, then ask yourself what else might it be they are really complaining about. (You should also ask yourself if their complaint is valid, too. i.e., are you really giving people opportunities to provide input?) Dismissing the complaint as erroneous or nonsensical does nothing to promote a better understanding and relationship between you and “them”. Avoid the easy way out by saying they are simply wrong, and look behind the surface for what’s really going on.

In this case, what’s really behind the surface might be a number of things that are really being complained about.

• You never really asked for my input, so although I found a way to state it, I don’t feel you did enough to actually seek my input.
• Sure, you let me say what I wanted to say, but you didn’t really hear it.
• I gave my input, but I never really heard about what happened next, so I don’t really understand how the final decision was reached. Was my input weighed at all?
• You never do what I want. Why should I waste my time giving input if you don’t take my advice in the first place?

And I’m sure there are other possibilities, but these issues are pretty common so probably bare a bit more discussion:

• It’s not enough (even though you may think it should be) to say something like “my door is always open” or “you have my email address” if you don’t also explicitly seek input. Input given that doesn’t appear to be really wanted or requested, doesn’t really feel like giving input.
• Upon receiving input, you need to really show that you’ve heard it, even if you disagree with it. You need to at least acknowledge the point of view contained within. Don’t ask for input then as soon as it’s given, continue on with what you were going to say anyway. You have to hear, process, and acknowledge the input. What you say/do next should reflect the new point of view you were just offered, even if it doesn’t change the actual action you end up taking.
• You can actively ask for input, receive it, and even properly acknowledge it, but if the decision process from there is opaque, you won’t get any credit for it. It must be clear that the gathered input was considered and evaluated, even if it wasn’t ultimately taken to heart. The decision process needs to be clear and transparent, else people will just assume their input was ignored and the normal decision decided upon anyhow.
• The last step is to explain the ultimate decision. Be clear that alternative options and views were considered, but for reasons x,y, and q, the final decision was made as it was.

If people feel their input was wanted, heard, and considered, and the rationale for the eventual decision was clearly stated, most of the time they will be satisfied even if things don’t end up going completely their way. People want their ideas heard and considered; they don’t expect to always get their way. Treating their opinions with respect and explaining your own will go a long way to making your people feel happy and valued.

As readers of this blog know, Scot has plenty of opinions. Do they always get listened to and acted upon? Nope, but at least through this blog, he can make believe people are reading, agreeing with, and acting on everything he writes! 🙂