“There is only one way to look at things until someone shows us how to look at them with different eyes” ~ Pablo Picasso
By: Megan Biles
Our differences are what make us unique. When everyone is able to perform at their highest capacity, organizations are more successful and effective. Transformation comes from ideas brought to life through individuals who are bold enough to share their concerns to challenge the status quo. The challenge facing our leaders is finding a path to inclusion, where all feel confident stepping forward and inspiring change that will lead to transformation.
Creating this culture starts with believing those who come forward.
How we, as leaders, respond to individual issues and ideas will influence the culture of our organizations. We must believe their concern and experience is real to them, and more than likely, real to many others within that community. There is significant power when “my” problem becomes “our” problem.
There are three responses to personal issues that I have experienced from leaders. The first response is to be discounted for the idea or concern. This may be because the leader does not believe it is a significant problem or does not feel they have the resources to address it. This may because the issue does not personally affect them, or they cannot relate. You can visibly see the dismissal or disregard for the issue in their eyes, tone, or lack of actions. When the dominant majority does not concern themselves with the needs and concerns of the minority, people have a tendency to stop contributing to the success of the mission. Additionally, studies have shown that creativity and innovation used for solving problems will decrease when individuals do not feel respected and fear their ideas will be publically criticized.1 Who would want to lead, or be a part of, that kind of team?
The second is the acknowledgment that it might be an issue, but then you are asked to prove it. You are asked to come back with more data “to convince” them there is an issue outside of your perspective. This may stem from a well-intended desire to want to help. It is natural to want proof and be equipped to be able to further the issue to a solution. The initial response of “prove it” as it stands alone, puts the burden of proof on the individual who may already be hesitant about coming forward and this action immediately breaks down trust. More than anything, a response of “prove it” states the problem is not believed at face value.
This response is often seen when trying to work through the chain of command and hoping to get to the actual policy maker. Interim leadership may be cautious or skeptical supporting an issue they do not understand or cannot relate to and thus freeze momentum under the guise of requiring supporting justification. This is used as a stall tactic, often driven by a stability bias, a desire to not rock the boat or maintain the status quo,2 or due to the fact that they do not want to associated their name and weight behind that particular issue. It can be difficult to get honest feedback on how your team is doing due to several layers of supervision before something filters up to your level. How can we get revolutionary ideas to those who can implement them? How can we prevent ideas and issues stalling due to interim leadership?
Both of these responses are discouraging and will deter that person, and others, from bringing forward issues in the future. It tears down trust and sends the message that individual needs are not prioritized. There are many who are watching when “the one” comes forward and is vulnerable with their problem. There are many who are waiting to see if “the one” is heard, and if they can inspire change. And, there are many who are learning as “the one” is brushed to the side and forgotten.
This will influence what “the many” do in the future, when they have their own problems and burdens to face. This will influence the trust they have in the system to bring their own problems forward, whether they too believe that their issues can be solved. In an organization, when my problem becomes our problem, that loudly proclaims that the institution values the individual’s needs. There is significant power, belonging and trust that stems from my problem becoming ourproblem.
That brings us to the third, and the most powerful response we can give. The response that will change an organization and make all the difference is to say, “I believe you.” What can I do to help? How can you and I team up to make this change?
To create a cultural change where all feel valued and included, we must begin by saying, “I believe you.” The challenge of creating a cohesive culture is finding a way for every person within our organization to feel valued and heard. There is power in listening that is underestimated. Empathy can be just as powerful as action.
By reacting with “I believe you,” this response immediately sends a message that their experience is valued. For anyone who cannot relate or does not understand the concern brought forward, spend time asking them to explain. Gaining understanding is not the same as being asked to prove it. Seeking to understand fosters trust and shows a willingness to accept an alternative way of thinking. Ask from a heart of wanting to empathize; make their problem your problem.
Instead of telling them to convince you, ask them to empower you to help. Ask them to give you the knowledge and background so you can understand and use that knowledge to convince others to fix the problem. The leaders who I have seen embody this approach not only tell me, but they also show me they care about the issue and have empowered me to come alongside them and make impactful change.
This is not a call to blind acceptance and action, but instead asking for self-reflection, to be intentional with our initial reactions to others. Does the initial reaction encourage a culture of trust, or does it make people feel marginalized? Do we hear the problem and immediately think they are wrong? Or can we say, I believe this is real to you and I want to understand better. The hope is to stimulate a candid dialogue, where the leader either better understands and is equipped to help or this response encourages a mentoring opportunity to grow the other.
That is where transformation happens, because people are always watching, seeing how leadership responds. If they see a leader who stands with the individual and shows that their problems matter, that will encourage others to bring theirs issues and ideas forward. Some of the best leaders view vulnerability as a strength. Society at times has an incorrect correlation between vulnerability and weakness. Your initial response will either validate the individual’s concerns or further deepen a divide of the majority and minorities of your organization. “I believe you” transforms the perception of vulnerability from weakness into strength.
If we can approach individual challenges with an open mind, genuinely believing their issues matter, and ask how we can partner with them to make meaningful change, then we can create a culture of inclusion. There is nothing more powerful than acknowledging that another’s individual experience matters to you. Trust can be immediately earned by believing and offering to collaborate to inspire change. We can transform the culture and improve the lives of those around us through such a simple first step. Those who come forward will likely surprise you with their innovative solutions, and it will show your entire organization that we value each individual and what they bring to the table. Through simply believing, we can inspire cultural change.
The next time someone brings you his or her problem, I hope your response is “I believe you.”
Edited by Jessica Ruttenber
Artwork created by Miranda Embrey. Instagram @ Miranda.e.creative
 Benjamin Wolff “Is Diversity The Key To Creativity?” Nov 10, 2019 https://www.forbes.com/sites/benjaminwolff/2019/11/10/is-diversity-the-key-to-creativity/#55a730d5155b
 Eva Rykrsmith “5 Biases in Decision Making – Part 2” Jun 7, 2013 https://www.quickbase.com/blog/5-biases-in-decision-making-part-2