Why Bosses Dont Get All the News

Not long ago, a friend who works in television complained that the industry has no interest in real business stories. And, I had to agree with him, since we don't see much coverage that doesn't involve stock prices or some sort of scandal.

But, there has been one important exception. A few years ago, the British Broadcasting Corporation (BBC) began airing a business show that became as popular as some of its regular prime-time fare (American and Canadian television networks followed up with their own versions of the program).

Fast Company magazine told us about the BBC program, which sees CEOs leaving their corner offices for a stint on the front lines. And, as they work on the front lines, the cameras are rolling.

For many, if not all CEOs who participated, the experience was a great eye-opener. According to the magazine, "Almost without exception, CEOs learn a lesson in communication. 'We find people at the heart of every organization who know exactly what's right and what's wrong with it,' says [Robert] Thirkell [who produces the show]. 'But between them and the bosses is a layer of people -- those whose careers depend on sanitizing that information. Bosses are always surprised at how much knowledge exists further down the ladder.'"

With that in mind, let's spend a minute or two thinking about the barriers to good upward communication. But, rather than blame middle management, which seems to be one of the themes of the program, we'll look at structural issues.

First, upward communication involves the aggregation of information or data. For example, a supervisor reports on the collective efforts of five front-line staff, a manager aggregates the data of five supervisors, and a vice-president aggregates the information provided by five managers.

As the information gets aggregated this way, it loses most of its context and richness. By richness, I'm talking about the anecdotal and personal knowledge that front-line workers gather and build from continuous interactions with customers or users. Obviously, most CEOs don't have time to read reports comprised of hundreds of anecdotes; they want summaries of the information.

Second, as information or data moves upward, it tends to be slotted into pre-existing categories. Employees on the front-lines know and understand the nuances of each customer story; it reflects, to a greater or lesser extent, the personal relationship between worker and customer. But, there's no place for nuance in weekly reports.

Third, upward communication normally deals with compliance, rather than competitive or operational intelligence. Managers use information moving up the hierarchy to determine how well instructions have been followed. When they want competitive or operational information they often use different means, such as bringing in consultants or commissioning studies.

It's always tempting to attribute communication failures to moral failures by managers, but if you really want to understand communication failures, you should start by looking for structural hurdles.

In summary, CEOs who spend time on the front lines will undoubtedly be in for many surprises. But, if they want to get the news from the front lines, they'll need to address the structural nature of upward communication.

About The Author

Robert F. Abbott writes and publishes Abbott's Communication Letter. Each week subscribers receive, at no charge, a new communication tip that helps them lead or manage more effectively. Click here for more information: http://www.CommunicationNewsletter.com

abbottr@managersguide.com

---

After July 8, Pay This Amount

You undoubtedly go through this, too. A few times a... Read More

The Good, The Bad and The Ugly: How Do You Change the World?

Recently, I saw an exhibition of paintings by a very... Read More

What Do You Have To Give?

"Happiness is not a matter of good fortune or worldly... Read More

How to Hire a Coach

Improve Your Life! How to Hire A Coach.A reader writes,... Read More

How To Deal With People Who Dislike You

When you read books on personal development and articles about... Read More

How to Make $100,000 Dollars as a Personal Trainer ? Part B for Business!

My name is Greg Ryan. For the last twenty years... Read More

Taking The Coach Approach

When you use what you go through to grow through,... Read More

Choosing The Perfect Coach

So, you're ready to start coaching. You either have some... Read More

6 Practices for Achieving Excellent Self-Care

Adults with Attention Deficit Disorder (ADD) often feel like they... Read More

A Perrverse Confidante

Direct Answers - Column for the week of July 15,... Read More

Executive Coaching and the American President

Perhaps no one better than a former U.S. president has... Read More

Guilt: Is it Getting in the Way of Your Self-Care?

When Do We Usually Feel Guilty? When:We're not feeling ok... Read More

Forget Resolutions - Craft A Life Theme That Works

How many people do you know who, in January, enthusiastically... Read More

What Is A Personal Trainer

Imagine stepping into the gym for the first time in... Read More

Personal Strategic Planning

I have a few questions for you ---What if we... Read More

Personal Life Coaching And How It Can Help You

Coaching is an effective process used to support individuals in... Read More

Key Questions for a Coaching Conversation

There are 2 key skills that coaches need to be... Read More

Stay Connected To WHY You Are Doing Things

"The more I want to get something done, the less... Read More

Your Past and Present Hold Key to Your Future

Knowing more about who you are will give you the... Read More

Managing Performance Every Day

The scenario?The company has decided it needs to eliminate costs.... Read More

5 Tips to Improve ANY Performance

Seeking improved performance at work? Wishing you could finally achieve... Read More

Body Language Speaks Louder Than Words

Has it ever occurred to you how much you are... Read More

Do You Make These Common Mistakes When Talking to People?

Many moons ago. Talking to people was something I avoided... Read More

How Can Sceptics Get the Proof They Need

Are you one of those folks that needs to figure-it-out... Read More

Some Business Coaches are in Error

Many business coaches deny the power of suggestion while using... Read More

Unhook From The Perpetual Progress Grid

I have been a member of a group called the... Read More

How to Make $100,000 Dollars as a Personal Trainer ? Part A for Attitude!

My name is Greg Ryan. For the last twenty years... Read More

Sometimes, It Just Takes ONE Conversation to Change Your Life!

I was thinking this morning about the importance of the... Read More

Control, Helplessness, and Love

During my 35 years of counseling individuals, couples, families and... Read More

Are You Controlling or Loving Yourself?

How often do you hear a parental voice in your... Read More

Do You Want to Make More Money as A Life Coach

There's a lot of coaches out there not making any... Read More

What Do You Really Want ?

Being a coach is such a rewarding profession. The enormous... Read More

Freedom for All; Is it Possible?

Freedom for all species and people, and freedom of stress;... Read More