If you’ve ever watched an episode of Undercover Boss, you will see an executive get a new perspective on what is happening in his or her own company by posing as a new employee and working alongside entry-level workers. The great part of this show is to see the leader’s ideas about what is happening in the company change as they see what is really going on.
One of the explanations for this disconnect is the leader’s data stream. Managers tend to see reports, averages, surveys, and second-hand accounts of what is happening. A worker on the front line tends to interact personally with customers or students and implements the procedures that have often been decided at higher levels. Our data stream tends to set our mental agenda.
I recently heard an interesting version of this idea from environmental psychologist Paco Underhill when he said, “battles are won when the generals get to the front lines.” He went on to explain that this is because once the leaders get to the front lines, they have a much better view of what is really happening. They gain a tactile, real understanding of the situation and can make better decisions.
We may not be an executive or leading an army, but the principle is good. As leaders or teachers, we should get in the habit of going beyond our usual data stream of reports, 1 on 1s, or course evaluations and see for ourselves what is happening. We can find ways to get more proximate to the work, students, or customers in our stewardship. Really talk to people about their experiences on all levels. This additional information can really help us be better leaders.