Perception versus Reality – A true crisis for 21st Century Leaders

At MacFarlane Ltd we have a concept we call the books of quotes; quote one page one is this: “Perception versus Reality”.

What does it mean, how does it effect the modern organisation, what can you do about it? This article will not answer all these questions but will maybe get you to ask yourself better questions.

How many decisions per day are taken based on our perception, tens, hundreds even thousands in every organisation. This is potentially a crisis waiting to occur. Do I decide based on my perception (what I think) or check out the reality? Recently working with a large team of managers from the private sector I asked do you offer good service internally. The answer was a unanimous yes; I then asked do you know someone who offers a poor internal service, the answer again a resounding yes. I though for a moment then asked if someone was on holiday. Why do you ask, well if everyone gives a good service and everyone knows someone who does not and they are all in the room the one on holiday must be the one who gives poor service!

Perception versus Reality in its simplest form, we assume we are doing well because we have never asked, or nobody has told us any different.

All our decisions need to have an aspect of reality attached to them. How many of us know we are a good leader, or how many think we are? Do we know we give good service or do we think we do? Are we a great customer or do we assume we are?

As I said this will not answer your questions, but may get you to ask better ones; questions you could try as a leader are to ask your team what do I do that I ought to stop doing? What am I not doing that I need to start doing and what should I continue doing? These three questions – stop, start and continue can give you an insight into your reality as a leader.

You could check your perception with your clients or how about your suppliers or even your professional suppliers – the bank or accountant by asking the same questions.

I asked my accountant how I could be a better client; he told me to talk to him on a regular basis, not just at year-end and for tax returns. Consequently my relationship is stronger and believe it or not my bill is better.

I tried myself with my team and was told to stop calling the office as often when I was out. My perception; I was being supportive and keeping in touch – the reality, the team though I was checking up on them and didn’t trust them!

Perception versus Reality – What’s yours and how far apart are they. Try asking the questions, but you must be prepared to listen to and act on the answers you get. If you’re not, then don’t ask the questions.