An Introduction to
Organizational Defensive Routines
Part One: Introduction
Lets begin with a personal case study
that you create for yourself here:
- Think of a problem:
choose a persistent problem in the
church you are involved with choose a problem that seems
to resist change consider briefly the nature of the problem
as you see it
- Imagine someone at the church you
could talk to about this:
someone in a position that could do
something about it, someone who might not be entirely
sympathetic to your concerns
- Now, this is the crucial bit: In talking
to this person, what feelings or ideas would you NOT communicate
in your conversation with this person?
A few examples:
The organist is a great musician, but he
is turning off choir members with his behaviour. His lack
of people skills is killing the choir.
A committee has stalled, and is not effective
in managing / fulfilling their tasks.
Someone who is known to be "an important
financial contributor" appears to be power hungry in
the church.
Overall, this little exercise names:
- a problem which is real for you
- identifies someone with whom you can
talk to help resolve it
- conceives an initial strategy for dealing
with the problem
- YET.... did you have something
you were not willing to communicate to this person?
Some typical
reasons why you didnt communicate your thoughts: |
What it
represents: |
"nothing will change
anyways" |
Malaise |
"I can deal with this
problem without dealing with this person" |
By-Pass |
"The minister wont
like this! He will get angry" |
This could be a double
bind: "nothing will change unless I talk to our minister"
BUT "if I talk to our minister he will explode".
You feel stuck in this tension. |
"Im responsible
for this situation, and I dont want to admit that"
|
Embarrassment |
"People will want
me to get off this committee if Im honest"
|
Threat |
In your scenario, if you chose not to talk
to this person directly and honestly about your problem, you
have just engaged in self-censoring behaviour. This
is a very common practice, isnt it
not saying
what is actually on our mind. Heres an example of self-censoring
behaviour. You walk into your boss office, and pitch
him on your new proposal. The boss replies by saying:
"Thanks for your feedback"
(he doesnt say what he really thinks: "it wont
work!")
"That was interesting"
(he doesnt say what hes really feeling: "how
boring!")
"Ill have to give it more
thought" (what he might really be thinking is "Ill
have forgotten it by the time youve left my office")
But when you leave the office, what you
were told leads you to believe that your boss liked the idea
and will give it serious consideration. The boss said these
things to spare your feelings, but in the process set up some
false expectations. In the long run when the boss doesnt
act on your suggestions you will feel more hurt and
angry than if he dealt with the issue up front in the first
place.
Take a real life church example: you have
a person who keenly volunteers every year to teach the grade
7 Sunday school class, but the kids hate her. Every year the
grade 7 class declines throughout the year and the kids (at
this critical age for church involvement) never seem to come
back after that. The leaders know this is a problem, but they
dont want to deal with what will probably be a highly
emotional issue if they face it. Instead they are willing
to sacrifice class after class of grade 7 kids instead. But,
when you think about it, what really needs to be done??? What
is important here?
Why do we self-censor ourselves in discussion?
we do not want to find ourselves or put
others in positions which may be either threatening or embarrassing
A personal story of self-censoring behaviour
in action:
I was a ship navigator on a 30 year old,
wooden-hulled training ship in the Navy. One day we were out
in very rough weather and the ship was taking a real pounding.
For the first time ever I was worried about our ship getting
damaged. Plus, the weather was such that there was no training
value in being out the students couldnt do their
exercises. I was really responsible for telling the Captain
my assessment, but I couldnt. I "knew" that
the Captain would call me a wimp if I suggested such a thing.
Sailors were supposed to have "hearts of oak". I
"knew" that the Captains estimation of me
would drop considerably if I expressed my concerns (OK
.
Lets be honest
if I expressed my fears!). So,
to keep myself from an embarrassing situation, I said nothing.
Fortunately (for me), a full sized freezer broke loose on
one of the other ships and started skidding back and forth
across the deck, pounding ships hull with some force.
It became a live battering ram. After this we were all ordered
back to port because "the weather is too rough for the
ships and there is no training value to being out here".
I made an assumption about what the Captain
would think, and this assumption led me to inaction. It was
more important to me to keep myself out of an embarrassing
or threatening situation rather than do the right thing. This
kind of behaviour is actually anti-learning. If I had shared
my thoughts I would have: (1) done the right thing (respond
to the problem, not my feelings about the consequences), (2)
learned what the Captain really thought, (3) built our sense
of team by being more honest.
This kind of behaviour is "normal
and predictable"
- We hesitate to put others or ourselves
in situations that are either threatening or embarrassing.
The trouble is: change situations are usually embarrassing
and threatening!!!
- It is not the situation we want to avoid,
but OUR FEELINGS IN THE SITUATION.
- In dealing with our situation, we want
to get away from those feelings.
- Two options for dealing with the feelings,
then:
A] Deal with the situation directly, But....
This means you have to go through the tension and anxiety.
B] Avoid the situation, which means....
you get away from those feelings.
but then you dont deal with the actual problem.
Which is the healthiest? Which is the hardest?
- By not dealing substantially with the
issue at hand, we are not learning. Correcting errors, improving
perspectives, making better decisions and fostering change
requires looking honestly at our problems.
- Fundamentally, it is about our inability
to be honest with each other.
This is the core emotional tension of Organizational
Defensives.
Part Two: Defining Organizational
Defenses
Definition:
Generally in our society we relate to each
other through a set of social virtues which seek to "save
face". We do not want to put others or ourselves into
positions that could be threatening or embarrassing. People
tend to assume that dealing with the issue at hand will mean
wading into difficulty, yet they still need to deal with the
threat of these feelings. Therefore people tend to act in
ways which will push away the feelings indirectly. When this
happens in the behaviour of groups these actions are called
"organizational defensives". They are habitual behaviours
for dealing with emotional tensions in an organization. In
the end the tensions are avoided but the issue is not dealt
with.
This creates some inherent problems. In
reality, most problems and change issues are, by their nature,
threatening and embarrassing. By using defensive routines
people disable their ability to identify, name and correct
actions / behaviour / structures / beliefs / assumptions which
are working against the best interests of the church. Since
the goal is to dispel feelings of tension by dealing indirectly
with the issue at hand, the routines can result in unexpected
consequences that can add to the original trouble. As people
see these routines engaged in time and again, it can lead
to mediocrity and malaise in a church.
I asked a group of ministers at a workshop
I presented on this topic: "What are the topics we tend
to avoid dealing with?". Here are some of their answers:
anything that can be interpretted as
"conflict"
meaningful relationships
we want to avoid "bruised egos"
anything that might imply "failure"
theological differences
congregational decline
anything to do with change and the future
calling members to responsibility and clergy to be accountable
for competency
the state of our eldership
the decline in connectionalism in the church sharing of
power.
This behaviour can be so simple and personal
A woman loaned out a book to a friend, but
the friend receiving the book never returned it. The book
owner wanted it back, but couldnt bring herself to ask
for it. Why? She did not want the borrower to feel embarrassed.
So instead, she invited the book borrower to a meeting! The
woman hoped that the book borrower would think, "Well,
since Im going to see my friend at this meeting, Ill
take the book along with me and return it". Rather than
deal with the problem directly, the book owner planned a "by-pass"
in the hopes that the by-pass would achieve indirectly what
she wanted to happen. The day of the meeting came, the woman
who borrowed the book attended, and she changed the dynamics
of the group substantially. The meeting went poorly. The by-pass
had unexpected consequences (how the meeting went) and the
goal (the return of the book) was not achieved.
Organizational Defenses, then, impede change.
As we tend to give priority to avoiding the stress of the
feelings of threat and embarrassment, we seek to push the
threat away without dealing with the root cause of the threat
the needed change.
Part Three: Routines for Organizational
Defense
There are certain common habits that we
(individuals and groups) tend to use:
these are called Organizational Defensive
Routines
they can be unique to us as individuals, they can be common
to a group such as a church.
we may use a number of routines, separately or in tandem
we may have a few preferred ones that we tend to rely on
THE FIRST GROUP OF GENERALIZED ORGANIZATIONAL
DEFENSIVE ROUTINES ARE THE ONES WHICH PREVENT US FROM GOING
TO THE PLACE OF ANXIETY IN THE FIRST PLACE:
A] Avoidance Mechanisms:
change creates stress,
people do not like the feeling of stress,
people do what they can to get rid of the feeling,
there can thus be a tendency to avoid going to the place that
will cause the stress.
Examples of Avoidance Mechanisms:
1] Rejection:
EG. "We cant do that, the Book
of Forms wont allow it".
To cut short a discussion on a change, people can raise up
a roadblock such as this to stop discussion on the topic before
it even begins.
2] Procrastination:
EG. "Lets table that decision"
For example, church committees can leave a task on its agenda
month by month but never actually get to it.
3] "Paralysis by Analysis":
EG. "We need another study on that
before we change how we do things".
This reflects a lack of implementation and follow-up, probably
pointing to a lack of commitment to implement necessary changes.
For example, successive committees of the
General Assembly have highlighted the same needs for change
in our denomination. Yet we tend to restudy the issues rather
than deal with them. Studies can give the impression of movement,
but in reality they can be used to impede movement.
4] Indecision: "death in the drawer"
EG. A church goes through a long process
of creating a Mission Statement as the first stage in implementing
new changes in the congregation. Everyone is pleased with
the statement and has a great sense of accomplishment. Then
the church does nothing with it. The statement is never used
to direct or motivate actual change in the congregation. The
exercise, then, gave them a sense of accomplishment and the
"death in the drawer" meant that they never really
had to do anything by way of change.
5] Strategic Ineffectiveness:
"The more we promote involvement
the more it declines". These tend to be spiral effects,
or self-defeating behaviours.
For example: a church is having trouble meeting budget. The
Board decides to hold fundraisers to make up the difference.
These take a lot of effort, people grumble through them, but
in the end not enough money was raised to meet the shortfall.
Yet the Board, year after year, continues to suggest the same
solution. Why? It is more palatable to continue to work simple,
ineffective solutions than deal with the actual problem: stewardship,
commitment, decline in membership, the cost of having a full
time minister, etc.
Business author Peter Senge calls
these "fixes that fail" -- it is safer to use an
ineffective fix over and over again even though it fails because
it will allow us to think "were doing something"
while also allowing us to avoid dealing with the real issues.
6] Sabotage: "What the minister doesnt
know wont hurt him".
eg. A committee member refuses to follow
through exactly on a change, thus disabling the change. Poor
implementation of a plan, by concerted effort, can do a lot
to damage outcomes and prompt people to desire to go back
"to the way things were".
7] Regression / Reductionism: "If the
minister only preached the Bible this church would grow like
a wildfire!"
simplistic solutions can be easy to grasp,
and be appealing emotionally, but in complex systems they
tend to frustrate things more than fix them. Simple solutions
can be a means to hold up an answer and, at the same time,
avoid talking about the real answers.
8] Mixed Messages:
these tend to be ways to tell organizational
lies for the sake of being gentle. Examples:
"Well think about it"
("but, really, Ill forget it")
"I appreciate your feedback" ("that will give
the person a warm fuzzy, but I wont use the idea")
we use them to soften an anxious moment,
but by using mixed messages we can end up shooting ourselves
in the foot. The problem is the ambiguity, since it leaves
the statement open to interpretation.
9] Dealing with Distractions
this is best summarized in the image of
"rearranging the deck chairs on the Titanic". It
is a form of procrastination.
It is focusing on the minor issues with such concentration
that people have a sense of satisfaction that they are working
hard. At the same time, they are avoiding what really matters.
While many people and groups use these mechanisms
for many different reasons, all of them are popularly used
to impede change.
THE SECOND GROUP OF ROUTINES WHICH FOLLOW
HELP PEOPLE DEAL WITH THEIR ANXIETY IF THEY HAVE TO GO TO
THE HARD PLACE:
B] Superficial Analysis
By staying with the symptomatic we can avoid
the root issues. We may not want to go where the real problem
is, so talk is left on the surface.
A common example: a man has been slowly
going deaf, but for years he would not acknowledge it. His
answer for a long time was "people do not speak clearly
enough". This form of denial in this simple analysis
meant he didnt really have to confront the real problem.
In his analysis the problem belonged to other people. In fact,
people compensated for him, thus he managed with his hearing
loss for quite some time.
In church life a version of Superficial
Analysis frequently used is called "blame the victim".
For example, most churches on a regular basis try to answer
the question "why arent the young people coming
out to church?" The answers, frequently, put all the
burden and responsibility on the young people themselves (their
lack of interest or commitment, their turning away from their
upbringing, their secular ways, their priorities, etc). One
tends not to hear assessments by the church of its life and
what it has done to prompt younger people to stay away. Have
you ever noticed how we tend to judge others by their actions
but judge ourselves by our intentions? It is safer to put
the responsibility all out there and more comfortable to avoid
the stress of reflection and change for us. But when this
kind of Superficial Analysis happens, the real change a church
needs to make and can control will not happen.
C] We work with Untested Assumptions
We can blind-side ourselves in real situations
by making assumptions about reality rather than try to appreciate
reality. Yet it can be far more comfortable staying with our
assumptions since that means we dont have to deal with
the fallout for us of questioning and changing our assumptions.
For example, most congregations would say
that evangelism is an aspect of our Christian mission. An
idea, which had a great deal of currency for a time, was called
"Church as Evangelist". The idea was that the best
witness is the church in action, so we should be a good, welcoming
church that is totally user friendly for the non-Christian.
Then, when they come, they will discover what the faith is
by watching us. It sounds great until you unpack the Untested
Assumptions:
that non-Christians will seek out churches.
that they will be willing to take all the risk to cross into
our space and life and ritual (which they dont understand)
into that place where we feel most comfortable and they feel
most alienated.
it assumes that what is there in the church now meeting
the needs of the faithful will (of course!) meet the
needs of every seeker who strikes up the courage to visit.
In reality, many non-Christians are touched
by seeing a vital, living faith in a Christian, lived out
in a way that demonstrates that God does make a positive and
meaningful difference in the life of this Christian. Christians
living faith out in the secular world with integrity impress
them. The burden, then, is totally on the Christian to go
to where these people are most comfortable, and demonstrate
vital faith in terms which are understandable, honest and
attractive to the non-Christian. But this puts a huge demand
on us as Christians to change and grow to become meaningful
witnesses for Christ. In light of this, it is safer for the
Christian to live with the untested assumptions about what
is needed for faith sharing, since it is less embarrassing
("Im not capable to do this!") and less threatening
("I cant make these huge changes!") and less
demanding for us.
D] "By-Pass and Cover-Up"
This is, unfortunately, very common
even in churches. For example:
A presbytery had been involved with a congregation
in a very difficult situation that did not go well. In the
Presbytery people held very different opinions on what had
happened and emotions were running very high. However, a "truce"
was unofficially declared, and the topic was dropped. Everyone
seemed to silently agree that these events were "non-discussibles".
The executive of the Presbytery felt that the Presbytery owed
an apology to the congregation for how it was treated. The
letter was written, saying, "the Presbytery apologizes
."
and was signed by the Presbytery Clerk as its clerk. The executive
took this dramatic action on behalf of but without
the permission of the Presbytery, and then kept that
action secret. Wanting to act, but not wanting to risk more
conflict, the executive by-passed the Presbytery process and
then covered up their actions. As you might guess, a few people
found out about this after the fact, and the executive found
itself in an embarrassing and heated situation.
This Presbytery had an experience that went
badly. What was needed was a discussion a debriefing
of its actions. Actually talking about a letter of
apology would have provided the focus for the Presbytery to
work through the history of the events, learn from them, and
move on to not repeat them. It would be a growing point. Instead,
rather than do what would be most helpful in the long term,
people reacted to the threats of the emotional situation in
the short term.
E] "Fancy Footwork"
This is about being inconsistent in what
one does in the life of a church, playing loosely with rules
and practices in some situations and then being firm and difficult
in others. Challenges prompting change can be stymied by taking
a different approach to "how we do things".
For example, a majority of members of the
Board of Managers are not happy with the recent decision by
Session to add contemporary music to the worship service.
The Session asks the Board if they can find money to purchase
a drum set for the sanctuary. The Board has some trust funds
available, which have been used for such purchases in the
past for items not planned for in the congregational budget.
The Trust Fund has some written guidelines that provide a
modest degree of control on what the monies can be used for
and how much can be spent in any one year. The Board has a
history of not being consistent in how they apply these guidelines.
When the Board has been excited by the proposed purchases
they have been known to bend the guidelines quite liberally
to ensure the purchase was made. However, the proposed drum
set purchase has the majority of the members concerned. In
this case the guidelines are interpretted so conservatively
that they were able to deny the request.
F] Not debriefing a groups actions
This is probably the most common defensive
routine in any organization. One of the greatest learning
points for improving a congregations life is to spend
time after some change or activity reviewing how things went
with the goal of learning from experience for the sake of
future action. However, such reviews always present the potential
of naming problems, hang-ups and errors
. things which
may point back to people. Debriefs like this can be perceived
as threatening and possibly be embarrassing. The consequence
can be that a mistake can be repeated time and again because
people are more concerned about potentially hurting people.
For example, I ran an 8-week program on
spiritual gifts. At the end people thanked me for the course.
But, before they could go, I passed out an evaluation form
on the program. I learned that people liked it, but everyone
thought it was too long. Simply by having people review the
course I was able to improve it for those who would take it
the next time.
An Example of the Routines Used in Combination
A True Story
A Presbytery Executive was discussing the
upcoming business before the court. One item was a congregation
that had decided to no longer pay its Presbytery Assessment.
The members of the executive dealt with the matter through
"superficial analysis". The response to the situation
was simply: "They cant do this. We will send two
from this committee to talk to the Session". For them
the issue was settled. One executive member raised a question,
however, "But why did they choose to do this? What is
the underlying issue which prompted this response?".
The executive did not want to do anything more than superficial
analysis. The one minister pursued the issue further, suggesting
that the congregation in question lacked a sense of connectedness
to the Presbytery and the wider Presbyterian Church.
The next item of business had to do with
presbytery membership. A congregation was asked to name a
Parity Elder. This meant that two of the elders from that
Session would attend the Presbytery. Word came back that this
Session barely managed to guilt one elder into attending Presbytery.
They could not provide a second representative. The executive
again responded with superficial analysis, quickly naming
a solution, "Well just ask another congregation
to send an extra elder then". That one minister noted
the similarity in these two items of business. This one too
was about congregations not feeling a sense of connectedness
to the church beyond the life of the congregation. She raised
this again this time managing to prompt a real discussion
about the issue. The members of the committee agreed that
this was "a sad state" and then went to proceed
on to the next point of business. This is "death in the
drawer". This one minister would not let it go so quietly
and pushed them to agree to make some response. The committee
agreed that this was a concern of the Congregational Life
Committee of Presbytery. With that statement they again pressed
to move on to the next item of business. However, no representative
of the Congregational Life Committee was present, and no plans
were made to encourage that committee to pursue this matter.
This is called "strategic ineffectiveness": taking
actions that will not change anything. Undaunted she pressed
the Executive to minute the concern, table it, and raise it
at their next meeting to ensure that the responsible committee
would be asked to take up this issue. As I understand it the
whole committee sat in dead silence for 30 seconds until one
executive members finally said, "Fine".
What transpired? The two ministers went
out to visit the dissenting congregation and was told in no
uncertain terms by the Session that they knew the rules, they
fully appreciated what their decision meant and that they
would not be changing their mind. There were other expenses
in their congregations life which, frankly, had a greater
priority than Presbytery. The Sessions clarity, forthrightness,
determination and courtesy surprised the visitors. When this
was reported to the Executive the members of the committee
quietly expressed their outrage, but then simply let the issue
drop. This was "death in the drawer" since the committee
ended up being indecisive about their response. As for passing
on the concern for the decline in connectionalism among the
churches, this was not even mentioned at the meeting and never
passed on to the Congregational Life Committee. This could
be labeled as "fancy footwork" as they were playing
fast and loose with their own procedures.
Why did this happen? The executive really
did not want to face the issue of growing congregationalism.
By acknowledging it as very real they would be forced to take
a further step by way of response. They simply did not want
to go there, and so the committee utilized a variety of defensive
routines to shut down the issue.
How Can We Deal with Organizational
Defensive Routines:
I hope by now you have recalled your own
examples of these routines in the life of your own church.
While any of these can be used at any time, groups such as
a church or a committee typically have a couple of routines
which they habitually use. The following suggestions can help
you overcome these routines and get beyond them to the business
that needs to be done in your church.
1] Develop an ability to observe your organizations
behaviour even while you are engaged in it
as Ronald Heifetz puts it: "be able
to leave the dance floor and get up on the balcony to observe
the dance"
our tendency is to be caught up in the business at hand. What
is needed is the conscious effort to step back mentally from
what is going on so you can ask yourself, "What is going
on here? Why is this decision being avoided? How is it being
shut down?"
2] Learn the basic defensive routines
This is like learning to spot and identify
birds. Once you learn the basics, and then spend some time
routine-watching, it becomes easier and easier to know what
you are looking at.
3] Learn what routines your organization
relies on:
There are two advantages to doing this.
First, when you see one of your congregations habitual
routines being put in play, you can use that as a prompt to
ask yourself, "What are we trying to avoid right now?
What is below the surface that people right now are finding
threatening?" Secondly, by recognizing the routine being
used, you can know how to disarm it and allow the people to
move deeper into the issue at hand.
4] Conversely, learn the "sensitive
topics" that people dance around:
when those topics surface, the routines
are engaged
by knowing what people in your church want to avoid, you can
be more prepared to look for the routines when one of those
topics is raised
by being sensitive to look for the routines, you will have
a greater chance of spotting them and disabling them
5] Dealing the the various routines:
work avoidance:
recognize that these stop action before you go to where it
is threatening or embarrassing.
Response: dont let it stop you
a learning point for the group: help people reflect on this
question, "Why do we want to stop talking about this
issue right now? What is sensitive about this topic?"
superficial analysis:
Peter Senge calls the fix here: commit to the question "WHY?"
When people come up with a simple answer for the issue, ask
of the answer, "Why?". Simply do this again and
again of the simple answers until people are pushed to think
more deeply about the issue.
Superficial analysis tends to move people
to come up with a single, general, blah answer to the issue.
In analysis, require that three reasons (or five, or whatever
you choose) be found for any problem. This builds into your
analysis the assumption that the reasons behind any problem
are numerous and complex.
by-passes:
By-passes only work with cover-ups, therefore exposing the
by-pass robs them of their power.
failing to debrief activities: implement
debriefs (what is sometimes called "post-mortems")
as a standard practice in the life of your congregation, with
the goal of learning from experience.
fancy footwork:
like by-passes, exposure works best
Parting Thought: You can have one
basic attitude that can prompt you into action:
Live with the assumption: "I am a
part of the system in this congregation, and thus I am a part
of all defensive routines being used in our church".
This kind of systems assumption helps us appreciate that "when
I change my behaviour the system of this church changes".
Make yourself responsible for what is happening in the system
of your church. Commit to what Peter Senge calls "creative
deviance": acting outside the normal behaviour of your
church in a way that highlights the bad behaviour of your
church.
For Further Reading:
Overcoming Organizational Defenses: Facilitating
Organizational Learning by Chris Argyris. Prentice Hall,
1990.
The Fifth Discipline: The Art and Practice
of Learning Organizations by Peter Senge. Doubleday, 1990.
Paper prepared by: Rev. Peter Coutts St.
Andrew's Presbyterian Church, Calgary 7 July 2000
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