When did speed of response become more important than quality of response, and how do we shift it back?
Somewhere along the way competent management of an activity started being interpreted as a lack of urgency. If a person wasn’t responding immediately – regardless of how well thought out or supported a response was needed – the perception was a lack of urgency.
I believe that a shift in how we communicate has caused this – we are all more distributed that we used to be so it’s harder to see what one another are doing and we have a lot of instant communication tools that are perfect for shooting off fast answers.
This is prevalent in the work place, our personal lives, the media – it’s truly become fast, “cheaper” (as in lower quality info) and we’ve lost better. The cost of this is quantifiable in terms of business decisions that later turn out to be wrong, politics that have gotten super polarized and relationships that have been reduced to occasional texts vs long chats (in person or via phone when geography is a barrier).
When faced with things that aren’t going as desired it’s human nature to say “well, if so and so would start doing, or stop doing then “x problem” would be solved.
Given that we are just as often the “so and so” – let’s see if we can shift ourselves with small steps.
Here’s one:
When we are asked to help with something – acknowledge that you have gotten the request (you’re now “engaged”) and ask about urgency. Provide an expectation of next steps – such as when you’ll start, or when you believe you can complete the request. Taking that small step will confirm for the other person that you’re paying attention, and let them share their perspective of urgency. It may change your timing, or change theirs by allowing that person to know it’s being taken care of and they can go on to the next thing.
REMEMBER – this is based on trust so 1) it won’t work if you’ve missed commitments for this person is the past and 2) it will stop working (or never take hold) if you don’t keep the promise you made. Even if that promise if for an update by a certain day/time versus the whole activity.
Let’s try it! Maybe we can bring some breathing room back to us all!
Very true article. Instant communication, while it has its benefits, also clearly lacks thought provoking response. This is partially due to the prevalence and ease of communication through social media and other communication networks, where the primary focus seems to be on a reflection of self versus open and provoking conversations. Great article, it made me think.
Thank you for reading and responding!