Because front-line people deliver on the agency mission every day, they inevitably encounter opportunities for improvement. However, if your leadership style does not promote the free exchange of candid feedback, you’re probably doing your agency and the public a disservice by not receiving and acting on potentially valuable information.
Setting the tone for feedback is a leadership skill that deserves attention and practice to ensure you do not miss opportunities for individual, team, and agency improvement. So what gets in the way of a free flow of information? Here are some common pitfalls.
- Lack of candor. When a leader establishes a work environment where candor is not valued, people have a tendency to tell the leader what they believe the leader wants to hear. This creates a “yes boss” mentality where the leader’s perspective and ideas are valued and reinforced above alternative points of view. As a result, there is a loss of diversity of thinking and input.
- Fear of retribution. “Why would I risk angering my manager with a potentially controversial observation?” If people feel they will be chastised, bullied, or ridiculed for speaking their mind, they will keep potentially useful ideas to themselves.
- Talking instead of listening. Does your team practice good listening habits? Or do people listen just long enough to reinforce their own opinions? If teams are not attentive and don’t explicitly convey a desire to receive feedback, information flow is restricted.
- Lack of action. Does your team make changes based on new input and suggestions? Or do team members take more of a “my way or the highway” approach that leads to disagreement? If you really value honest, candid feedback, you have to demonstrate that it is desired, valued, and acted on.
Open communication is a key to the successful fulfillment of the agency mission. What changes do you need to make in your leadership style and behavior to allow more candid feedback to come your way? These four starting points can serve as a road map as you begin to examine your own agency’s culture.