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So What Does An Open Door Policy Really Mean?
"An open door policy doesn't do much for a closed mind."
Bob Nelson
I have been invited into many organizations over the years to help solve communication problems between employees and management. When I have an opportunity to interview the managers involved in these communication conflicts, they usually proclaim, "I have an open door policy with the people that report to me." While the manager's intentions are good, it is much easier to say you have an open door policy than to actually have one.
So, what is an open door policy? In many organizations this means that any employee can talk with any level of management about any issue at any time. A frontline worker could essentially walk up to the CEO's office and speak their mind. What are the benefits of having this policy. The theory is that employees will bring forward problems and ideas sooner if they feel they have access to management's ear. While in theory this sounds good... increased communication between worker and boss, the results are usually poor....no one approaching the boss with real issues or the issues they bring are ways to get back at their immediate supervisor.
I have witnessed many problems with this type of company wide open door policy. First and foremost, many employees are intimidated at the thought of going to their boss's office or cubicle, or even worse, their boss's boss's office or cubicle, as it is usually in an elite part of the building and their conversations may be overheard. The intimidation is even greater for the employee if they are dressed less formally than their boss and the people working nearby.
So, how do you make an open door policy work? Here are a few rules for you to consider:
- Don't wait. If you are a boss, don't wait for the employees to find you because they won't. Continually walk the area where your direct reports work and ask them how things are going. Two key questions every manager should be asking are,"What is going well and what is missing?" Or, if they are a new employee ask, "What can we learn from your previous job that will help us be more productive?"
- Solutions not necessary. Most of us have heard the phrase,"Don't bring a problem unless you have a solution." While this is great in theory, many employees don't have access to all the information necessary to offer a solution. As a manager, you want them to bring the problems forward and ask them if they have a solution, but if they don't, reassure them that you may ask them to work with others in the department or work group to wrestle with a solution.
- Don't allow triangulation. If employees use your open door policy to tattle on their bosses and gain sympathy from you, you have now become part of the problem. Instead, allow them to speak about the issue they have with their boss and then ask if they have spoken directly with them about the issue. If not, let the employee know that you will set up a meeting for them to talk and then make sure it happens. You do not want to have employees undermining management's decisions but you do want to hear how employees are being treated.
- Follow up. On the rare occasion when an employee does approach your office with an idea or issue, let them know how much you appreciate their input. If it is not something you can do immediately, or at all, let them know. If you do make a change in operations because of their idea, show them your appreciation preferably in a handwritten thank you note. Also, if you praise this individual in front of others, you may find others anxious to share their ideas with you as well.
If you follow these three simple but not so simple rules, your open door policy will be working, as you will be gaining valuable information about problems in your organization from the people that see them first, your employees.
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