Process is overrated and CONDITION is underrated. Many business managers love to masque ineffectiveness and lack of performance with misguided thoughts about poor process. Sound business practices and processes are certainly important, but good processes alone are not sufficient. When great processes are applied in lousy conditions, the results will be lousy most of the time. When lousy processes are applied in great conditions, the results may not be optimal but there is a huge opportunity to not only improve the process, but also to enjoy the environment in which to do so.

Many managers struggle to create healthy conditions chiefly because they have never considered that the condition in which critical business processes live is subject to a number of complex and not well understood variables. In order to create healthy conditions, it would be wise to define its essence. Think about fish for a moment. If you were to ask fish to tell you about the water in which they swim,  their likely response would be, “what water?” This is because their environment is second nature and not recognized as something to be noted. The fish would swim about paying no attention to the condition (water) unless there was a disruption to the condition, such as a contaminant that caused suffocation or some other undesirable effect.

As the fish experience their new and undesirable condition, the furthest thing from their mind would be to improve any processes that need attention. Rather, their only course of action would be to find a condition (suitable water) whereby they felt safe from the immediate threat.

Let’s consider how this applies to an organization in which all people experience a healthy condition. If you were to ask them about the air that they breath, they would say, “what do you mean? The air is fine.” Similarly, if you were to ask them about the problems that management ignores, they would say, “what problems? We know we have problems, but which ones do you think we are ignoring?”

Contrast this scenario to that of an unhealthy condition…If you were to ask them about the problems that management ignores, they would have a long list. Ironically, whether or not they share the list depends upon them feeling safe enough to do so.

Here are some steps you can take TODAY to enhance the condition in your organization:

1) Invite criticism.  If you get none, BEWARE! This probably means you have a toxic condition and your people don’t feel safe enough to share their ideas. You have your work cut out for you.

2) Listen to and record the criticism. Your job for now is not to criticize the criticism. Just listen, and write.

3) Acknowledge the criticism. Acknowledging is not the same as “agreeing with.” You need to send the message that you have heard the criticism, but have not decided how to act upon the criticism, if at all. If people feel like that they had an opportunity to make their case, even if it doesn’t get implemented, they will be grateful that they were heard.

4) Sort the ideas and take action. Share with your people the decision that you have made and why. Don’t expect them to agree, but do expect them to understand how you reached your conclusions. Almost everyone will respect your decisions, even if they don’t agree, as long as you explain your thinking.

Some managers believe that they don’t need to explain their thinking. This is a big mistake. The people that you lead are not stupid. If fact, you would do well to appreciate the reasons you hired them in the first place was because of the intelligence and strengths you identified way back when.  Explaining your thinking creates the condition that you respect their opinions and value their input.

As a result of a healthy condition, watch how your business processes improve to levels you never thought possible.