Navigating Tensions Between Innovators and Problem Owners
Bridging the gap between innovation and accountability takes empathy, careful communication, and a whole lot of teamwork.
Recently, my team dove into a journey mapping exercise, ready to tackle some gnarly business problems. We were pumped! The energy from several rounds of catered discovery workshops had us on a high. But in our enthusiasm, we crafted a summary that, unintentionally, risked making our problem owners feel like the problem itself. Cue the awkward silence.
The Fall Guy – an under rated film, but not a desired experience for our colleagues
Look, the key here is empathy. As innovators, we need to connect with the problem owners, not just barge in with clear problem definitions and a Swiss army knife of solutions. It's like a dance - you've got to listen, acknowledge their expertise, and show you're there to tango together.
Understanding requires more than a quick skim. Dive deep, ask open-ended questions, and get the full picture. Then, when reflecting those issues, be sensitive. Tactics to help may include:
Framing it as a joint mission, not a critique. Reframe around the impact to the customer or end-user, if need be.
Avoiding the perception of blaming any other team – you never know when a document is shared.
Keeping the language collaborative, learning-oriented and opportunity-focused.
Rallying Cross-Functional Teams
When rallying teams, it's all about shared ownership. No one likes to be the fall guy. Promote a collaborative vibe, and you'll see the organisation rally behind the cause.