management – John Vincent

Guilt: Double-Edged

Guilty as charged. At the end of a crime drama that’s what I want to hear. There’s been a resolution. Justice has been done. The baddies have been locked up and the aggrieved are vindicated. Oh, for the simplicity of the simple story. I guess that’s why they are liked so much.

What I want to spin a couple of lines about here is that whole subject of guilt. In reality, that multi-layered feeling is more complex than the two sides of the coin of my crime drama example. A world of purely nothing but good and bad does not exist.

There cannot be a single modern human who has never experienced a form of guilt. Even those who are on the edge of sanity or living as a total hermit will at one moment or another experience remorse, regret, or shame. A lingering uneasiness about what has happened, what’s happening or what might happen.

It’s built into our brains in a fundamental way. Because we can reflect on thoughts and events and learn from them, so we can analysis, even at a superficial level, poor decisions, failures, mistakes or tragedies.

Then comes the internalising thought that – I should do better or have done better. Surely, I should have seen that coming. How did that happen to me? Why me? What did I do? In the answer to those questions a feeling responsible permeates. For past events this can be compounded by knowledge that comes from hindsight.

These emotions can be entirely illogical. For example, feeling guilty about a random event that I have absolutely no responsibility for. An occurrence where, whatever I did, it would still have happened in one shape or form.

On the positive side, a feeling of responsible born of guilt can be a powerful motivator. Moments that tip people from a bad course of action to a good one. A true moment of learning.

On the negative side, guilty feelings can be destructive. They create resentment and even suffering. Especially when associated with any kind of injustice, intolerance or manipulation.

That gets to the point that I had in mind. It’s when people use of guilt as part of the general management toolbox. I’ve experienced that one often enough at work and elsewhere. Putting in those extra unpaid hours because if I didn’t the outcome will reflect badly on me. Doing that job, that I didn’t want to do, because someone was insistent that my saying “no” would result in failure. Not competing would let the side down.

My point. Don’t do it. For anyone who has authority over another, moral or actual, this is a foolish way to get things done. It can work in the short term. The problem is that such emotional blackmail has a lingering tail. That tail can kick-back and so it should.

What’s in a box?

I didn’t have a jack-in-the-box as a toy. Springing into life at the flick of a catch. For the larger part frightening the living daylights out of a young child. Or is it play, and thus basic training that surprising events can be scary and fun? Early days of leaning to handle risks.

In this case my boxes are square. Although they don’t need to be square. They are square or rectangular on a ballot paper (usually). These boxes are a boundary within which a mark is put to say “yes” this applies or “no” this is does not apply. Naturally, that can be the other way around too. For that matter they can indicate all sorts of conditions or views.

Here’s my beef. Back in March, this year, me and the Sun developed our relationship. There’s the giveaway – year. My number of years on Earth clocked up to sixty-five. At the time, I didn’t think of this as any more significant than past birthdays as a man of mature years. Then I got to completing numerous questionaries. Yes, I have moved the subject to more stuff to do with data and its use. Collecting data has never been so popular.

Never in the whole of human history have we, you and me, been faced with so many questionnaires. Almost every time I buy a coffee, and use a card of App to collect points, next day my in-box has an e-mail with a survey. Most of these I just ignore. Now and then, I fill one in with the ridiculous idea that the insignificant draw prize they offer could come my way.

Please offer your feedback in this short survey. The number of minutes they say that are needed are never right. Then they, the collectors of my data, get greedy. Asking for “as much detail as possible”. At this point I want to say – get real. What’s even worse is clicking on the “Next” button and then an error message comes up saying “This is required”. What audacity. Checky. Pushing my good will to its limits. If there were questionnaires about questionnaires, when it asked: “please tell us how your experience was on this occasion” they would get more than 100 creative words.

All this said, my real beef is to do with the collection of personal data. There’s no obligation to provide such data, when it comes to marketing surveys. This is when the incentivising possibility of a prize comes in. Afterall this data is valuable to the collectors with little incentive for a respondent to offer it. Surveys with prizes must have published terms and conditions. I wonder if anyone ever reads these legal niceties.

To the point. One question that often gets asked is – tick the box appropriate to my age. What I’ve noticed is that several of these unsolicited surveys have a box marked sixty-five and over. It’s like a whole section of the population is piled into one big bucket. Like we all fall off the end of the bell curve. Over 11 million people in England and Wales are like one.

I’m part of a growing cohort. That maybe good or bad but it is the case. It’s the case too that my cohort spends. Again, for good or bad, we are the beneficiaries of some good fortune. However, marketing surveys continue to sit in the stone age. At both ends of the demographic bell curve, toddlers and more mature folk, we are viewed as the same, one big bucket. I imagine data collectors and the designers of surveys have wrestled with this one. Whatever, the results don’t sit well with me.

Just Culture

My thought is that we’ve forgotten the discussion of more than a decade ago. There was a time when the thoughtful reflections on responsibility and accountability were much discussed.

Without focusing on specific examples, there are plenty to choose from, there’s the propensity of our institutions and politicians to reach for “blame” as a first response. When situations go bad the instinctive inclination to hunt out someone to blame. This is an all too prevalent habit.

Naturally, in cases, there’s the strong need to identify who is accountable for bad decisions. Society does not like it when the powerful protect, cocoon themselves and grab for immunity. Certainly, some people and organisations are genuinely blameworthy. However, if we scrutinise and point the finger of blame, it doesn’t help if that finger is pointed at a person’s honest errors. There isn’t a human on this planet who hasn’t made an error.

The finger of blame is easily pointed. Judgment so often falls after an event. The time when more is known, and hindsight comes into play. This tips the balance. It’s so much easier to say: why on Earth did you do that? I would never have done that.

For people to come forward and be fairly heard in an open and fair inquiry or investigation they need to have the confidence that they are not stepping into a public blame-fest. Without trust between those on all sides of it’s less likely that the truth will come out.

“Just Culture” is a concept written into aviation legislation and followed by others. The overriding aim is to learn from mistakes. It’s the surest way of not repeating the same mistakes time and time again. It’s beneficial to have that long-term learning objective. Why suffer the pain of a bad event when the means to avoid it are known and understood?

Now, I’m going back 20-years. I remember being part of an international working group[1] called GAIN. The group compiled guidance about organisational culture. At the time, the group was considering the subject in the context of the air traffic profession. Guidance like the one referenced, emphasise that a Just Culture is not simply a no-blame culture. It’s not, and never has been a way of circumventing accountability.

Determining culpability can be complex. There’s often a test to consider the wilfulness of the participants in a bad event. In other words, did they carelessly, intentionally, maliciously or negligently make decisions that resulted in the bad event? In these cases, the “they” could be an individual or an organisation.

Gross negligence, wilful abuses and destructive acts should be addressed by the enforcement of laws. If we say the criminalisation of honest people involved in bad events has a negative impact. That is not to negate the need for enforcement. Regulators in all sorts of walks of life have a duty to apply enforcement where and when it’s appropriate. Maybe we ought to have applied that to the UK water industry.

My plea here is to first consider the nature of the events in question. Was there an element of genuine honest human error? Is the right balance being struck between the need to learn and the need to ensure accountability?

NOTE: Just Culture is defined in EU law as “A culture in which operational staff or others are not held accountable for actions, acts, omissions or decisions commensurate with their experience and training, but gross negligence, intentional violations and destructive actions are not tolerated” EC 376/2014 Art. 2 Para. 12.

[1] A Roadmap to a Just Culture https://flightsafety.org/files/just_culture.pdf