Communication – Tales from the Trek – Perception is Reality

Based on my conversations, I believe that most people perceive that they do more work than others. It seems common that all members of a household think they do more than their fair share of work, and most members of teams at work feel the same way. I believe that a big driver in this perception is that people know exactly what work they’ve done, but they are not aware of the work that others have done.

IT is Lazy!

At one place where I worked, the business side of the department often expressed to me that IT was lazy. They said that IT was never getting to any of their requests, and they weren’t sure what IT was doing all day. Not surprisingly, the IT department expressed that they were overworked and accomplishing a lot. Why was there this extreme difference in perception?

The IT department met with the business leadership each year to determine the priorities for the year based on the hours budgeted. IT was excellent at delivering on the priorities; however, the business had many more requests for changes and improvements that were above and beyond the priorities for the year. So, most individuals on the business side didn’t have their personal priorities addressed even though the overall strategic priorities for IT were accomplished.

Changing Perceptions

A director of the IT department came up with an idea that was very simple but incredibly effective. He created a giant checklist of the scheduled IT projects and posted them in a few prominent places around the office. As each project was completed, he put a checkmark next to the item.

The comments that I heard from the business completely changed. Although their personal priorities may not have been addressed, they could see the importance of the priorities posted on the checklist. In addition, they could see clearly the progress that had been made. The checklist had greatly improved the business’s perception of IT.

Feedback

What perception challenges have you faced? How did you address the challenges? I’d love to hear your tales from the trek.

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