Dramatic Change and the Squeaky Wheel
Most stories are dramatized for the intended benefit of audience engagement. When change is happening in your workplace is it dramatic change?
It starts at a very young age. Children cry or dramatize the situation to garnish more attention, bring attraction to the problem, and spark someone else into action.
Often it is valid, sometimes it gets labeled as crying wolf, eventually the scale of drama is balanced out or the child gives up.
Workplace Drama
Drama in the workplace is common. Problems are often exaggerated, circumstances expanded, and somewhat minor situations capitalized on for a desired result.
Sometimes it happens with customers. The business representative moans through it, describes the pain involved, highlights the specialty of the experience but still gives the customer what they want.
In contrast there may be a different strategy. A strategy where the mistake is covered up, disguised, or camouflaged. The intent may be to make the business look strong, accountable, and error free.
Future Interactions
The interesting part is that internal or external service and the associated experience sets the stage for future interactions.
I can accommodate your need, but just this one time.
We aren’t supposed to do this because it is so costly but I will make an exception.
This requires manager approval, I will ask. It is unlikely they’ll agree but I’ll do my best.
Drama may be more common than you realize. It is fueled by emotion and often ignites reciprocity. Perhaps desirable in sales and service.
Dramatic Change
Changes in policy, scaling up, scaling down, economic turmoil, and even government regulations may spark dramatic change in your organization. How will the change be navigated?
Will the change process smooth and effortlessly? Will it be camouflaged, transparent, or dramatized?
You likely won’t remove the drama because drama is a choice. Your choice will condition the impact and engagement of others.
Drama is the squeaky wheel. A squeaky wheel may get oiled or get replaced.
-DEG
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.
