ROWE and the Bystander Effect
October 10th, 2008 by Cali & Jody
In 1964, a New York City woman named Kitty Genovese was stabbed to death near her home in Queens. Exaggerated newspaper reports said that 38 people had witnessed the attack and no one called the police. Further investigation into the murder refuted that story, but not before the public imagination had seized on the idea of how big social groups can drastically fail to provide even the most basic protection for individuals. The Genovese case prompted psychologists to study the so-called Bystander Effect, the phenomenon by which individuals fail to help one another because they believe someone else will take responsibility.
We’re not going to equate what happens in corporate America with murder. At the same time, when we read the stories you send us through the “Tell us why work sucks” link on this page, we see a lot of people suffering as workplace bystanders look on.
We see a lot of people who are stressed out, who feel out of control, who are struggling with the demands of work and life - and are getting no help from their companies. Even worse, they are getting no help from their fellow coworkers, who take a “whaddya gonna do?” attitude about unfairness in the workplace.
In other words, we commiserate with each other, but we don’t stick up for each other. Consider this scene: a coworker comes in “late.” The boss dresses her down. When the boss leaves, you offer your sympathy. But why didn’t you stick up for her while the boss was there? Why didn’t you say, “Emily does great work. Why don’t we focus on that vs. the time she gets to the office?”
In a traditional work environment, sticking up for someone like this is inconceivable. But not in a Results-Only Work Environment. In a ROWE, there is no Bystander Effect because the organization is aligned to deliver results, not serve the company hierarchy, the soul-hardening politics, or the attendance policy in the employee handbook.
You don’t have bystanders when everyone benefits from having control over their time.
You don’t have bystanders when taking an active role in your work earns you more freedom (as opposed to more work).
You don’t have bystanders when helping other people is a way of helping yourself.
You don’t have bystanders when the boss is there to facilitate the work getting done, as opposed to enforcing the rules like a hall monitor.
What’s great about ROWE is that turning people from bystanders to upstanding workers happens as part of the migration. We’ve found that people are, in fact, relieved to be able to focus on results rather than on office politics. The big change has to come from the organization as a whole. It means everyone from the CEO on down to the person working the front desk has to realign their thinking and their behavior. Once that happens the bystanders go away, and both people and the organization get to start living up to their potential.
I actually spend a lot of my work energy not getting sucked into office politics. I’d hate to think that I’m a bystander, though, just that I will not participate in that particular soul-sucking aspect of traditional work.
Off topic, though, I don’t know if you saw The Office this week. It had some great stuff. There was an “ethics” meeting, and one employee pointed out that they weren’t discussing ethics, just anti-shoplifting rules. I also loved the discussion about spending time at the water cooler was the same as stealing from the company and that employees should take up smoking just for the breaks.
Why don’t employees stickup for each other? Because they know that they risk there jobs if they do. We are entering an economy where there will be fewer jobs as companies cut down on employees to save costs. Everyone is fearful that they will be the next one gone if they stick up for their co-workers. It is better in their mind if they just mind their business and go about their jobs, praying they don’t get the axe.
However, this probably isn’t true. At the end of the day, companies want people who deliver. As I have said before, you can be a complete jerk, but if you can do the work, you will have nothing to worry about. I have seen the spawn of the devil get promoted, while the nice guy gets the shaft, just because the devil can convince the company this devil can do the work. Its all a matter of what you can sell. Once you can sell that you are someone who can deliver, your life will get easier.
I think that once that happens, we can start implementing ROWE in more companies. Once us high-performers start demanding ROWE, they will have no choice but to implement it. If they won’t implement it, vote with your feet and go somewhere that does.
Which brings me to a challenge to offer Cali and Jody: Name your clients. Tell us the companies outside of Best Buy that have implemented ROWE. If we can go to employers with more than one example, it makes it easier to make the case that we should implement it as well. Additionally, if we know the companies that offer ROWE, we will vote with our feet and leave our cubes and clocks and go to the employers that value us. Then the rest of the world will have to change if they want the high powered employees.
Well, it is official. Therefore, I am looking for someone to stick up for me.
A decision was rendered on my proposal, which was stripped down from a ROWE to contracted staff, That decision - DENIED. The superintendent nor my own director even attended the meeting. Real professional.
The newest reasoning (BS) thrown my way. The administration feels the programs I manage should be generating more revenue. What’s funny about that is, I agree. I have been telling them that since I have been on board. In fact, last June I compiled a “3 Year Comprehensive Report” on the status the programs. They are currently looking for an additional $200,000, whereas my report not only identified how much more money could be generated, but how to do it too. Oh, and as for my revenue goals…almost $1,000,000 more than what I am generating for them now. Why is it not happening? Short answer: philosophical/business differences. I can only seek reimbursement for what the district provides, therefore if they do not provide a service (which they are not as detailed in my report), I cannot increase revenue.
He, the Director of HR, went to say how they conducted research and spoke to people in the field and then eluded to me they had not been able “to touch base with X company”???? Huh?
In fact, he admitted he was not well informed about my role or the programs I manage or what goes is required for both. He also admitted he was never made aware of my previous meetings and what was said [promised] to me. Yet, an “informed” decision was made?????? How?
Some fun facts:
The programs (Medicaid reimbursement) I manage were made available to school districts in PA in 1992….my district did not begin participation until they hired me > 4/27/2004.
I have generated the district almost $1,000,000 in under five years and my salary and benefits have been covered by the program’s revenue > I am not even a general budget cost.
Prior to working for this district, I worked for the statewide billing agent responsible for training/supporting the schools. Yup, I was thet guy that went out to train/support people in the positions I currently have. Think I know a thing or two?
I held five contracts with other districts doing what I do now before accepting a position with my current employer.
I have no clerical support and manage every phase of both programs.
The first time I requested a ROWE, it was denied because it did not align with the district’s assessment tool…funny story…I have never been assessed, reviewed, or evaluated since I have been an employee (no reprimands either). That also includes no meetings about desired benchmarks for earnings.
After adapting my proposal to reflect a more traditional contractual agreement, which was recommended to me by the superintendent via my director, I first told of union implications…I am not even in a union. I was also told my proposal for a contracted agreement is “a bridge not crossed in the school system” HUH??????
I am down with rejection and I respect authority, but not on one occasion have they ever been able to give me one, just one, justifiable business reason as to why I must go into the office every day…not one. Like I have written before, after my meeting on 6/2/2008, all agreed with my proposal and I was told the next step was board approval…never happened.
So, in essence, I am angry because I was lied to and strung along not because they said no. They are so unaware of what I do; they cannot even point to my performance as reason to reject. Oh, that’s right, they can’t because they have never even reviewed me!!!!!!!
Though I am sure to feel the wrath, my next step is to go to the school board on my own. The next meeting is on 10/21.
Cali & Jody, right now it does feel like warfare and all I want to do is continue to serve my district and provide the excellent service it and the children deserve. Ugh!
Michael (Barata),
The important thing is you have forwarded the conversation. Consider how many years of the traditional, drive-results-with-fear work environment you are combating.
In the end, the logical argument always wins. It’s just that Cali and Jody and those of us following their lead are pioneers in something very revolutionary (and very scary to people who fear giving up their false sense of power and security). ROWE is inevitable.
I only know you from your posts here, but incidentally, for what it’s worth–you seem too intelligent and talented to be working for someone else, anyway.
That being said, it was rather enjoyable reading your first real “rant”.
Best Regards,
(The other) Michael
Wow…thank you for the kind words. After re-reading my post, I noticed some grammatical errors….rage and keyboards do not mix.
So, when should we start our own company?
Reading Michael’s whole journey makes me realize why ROWE needs to take an almost union-like approach - and why there can be no bystanders when it comes to such a movement. The only thing businesses understand is critical mass - when there are so many people wanting something that they can’t ignore all of them.
I truly admire Michael for the strength and courage he has shown, since it is obvious nobody had his back in this situation. (Other) Michael is right, though. We all have to persevere because the progression to ROWE is inevitable, much to the dismay of lazy, power-mad managers and CEOs.
I am sad to say that I did not stick up for my co-workers today. Our department has been trying to initiate a project tracking system to help justify future requests for more personnel. Our VP is a micro-manager, so we always have to have numbers that tell more than the big picture. So, we began the first phase, which is to write down the number of hours we work on projects. Our director emphasized that it would only be used to help establish resource allocation and future growth of department staff. My feeling is that it will be used as a tool to question the hour-to-hour work habits of associates at some point because, inevitably, there will be missing hours every day. Why do I feel this way? Because the managers passed on the other option of tasking assignments and deadlines to the ‘peons’, which would have certainly been more results-oriented. However, I kept my mouth shut because, in the end, I felt like I would have been attacked for saying such blasphemy. So, in a few months, I will be asked why my hours only total 6 if I was there 9 hours… my response will be, ‘Are you paying me for my hours or my work? If it’s for my work, please ask me about whether it’s done or not. If it’s for hours, tell me who to call in HR and Legal because I am owed a LOT of overtime.’ I will recommend the same course to my fellow slaves… I mean, associates.
@Shannon - we didn’t see the last episode of The Office, but we’ve heard that it’s one we can’t miss when it comes to Netflix or is shown as a rerun!
@DC guy - challenge heard and accepted. We’re in the process of getting sign-offs from every company that has purchased the ROWE Launch Kit to publish their names on our site - companies that are serious about making change happen. Once we have the sign-offs, their names will be posted and you can all start voting with your feet. Let’s get it goin’ on!
@Michael Barata - we physically hurt for you. You have the right goal you’re going after - you want to provide excellent service for the district and the children it serves. Just like with our relatives that are struggling in their environments, we want to do something to help you - if only it was that easy. Through our journey, we find that the moments with the most intense pain often bring us more courage and ideas for moving ROWE even further. Your decision to attend the 10/21 school board is a sign of that. You are standing up for what you know is right - even thought you might “feel the wrath”. We are with you in spirit (along with all our readers who are following your story). We think it’s safe to say you have quite a large cheering section!
@(the other) Michael - yes, yes, yes. ROWE is inevitable and all of you pioneers out there are bringing everyone closer to that reality. Can’t wait to see how long it takes for you and Barata to announce you’re starting your own company…and then watch how fast our readers leap to their future with you…
Thanks, Cali and Jodi. I’m putting my resume together!
@Michael Barata… pull up my profile, visit my site and drop me a line; and we’ll get to work.
Someone call the whaaambulance!
If many of you dislike your work environment to the point of bashing a keyboard to your head or staring into space for hours, why don’t you quit? Seriously. Look at the times you post–you’re at work aren’t you? ROWE isn’t going to help you be a better worker if you can’t be productive in the environment you’re in now. You really don’t want to be there, do you? How is ROWE going to make a crappy job fantastic.
All of this work to change some monolithic, backward-thinking organism that is your company… in fact, it isn’t even your company, face it, it belongs to shareholders and you’re just a drone. If you could effect real change, you would have by now.
Jodi and Cali’s post is wishful thinking. As if a groundswell of support will change management’s mind. Dubious at best. 100% of my employees want a sushi bar and cappuccino machine in the break room (seriously), and guess how soon that’s happening? Wanting leaves one… well, wanting.
Back to being a drone with no power. So what do you do? Rally the troops? Watch clips from 300 with your coworkers and storm the executive boardroom?
No. You quit.
So now what?
You start your own show. Think you’re smart? Prove it. Want to change the world? You’re not going to steer the Titanic from the galley. You start your own business. Take most any visionary business leader. Many of them either built their empire. Jobs, Gates, Buffet, and thousands of small business owners all over the US. Think the Google Guys would be riding around on Segways at work if they worked for GM?
Not everyone has the gumption or know how? True. Maybe many people are cut out to be only worker bees. That’s okay. But if you’re the boss, you can then implement ROWE to your hearts content and all your employees will love you and magical ponies will dance around rainbows and all of your HR issues will go away.
That is the solution to your problems folks. Plain and simple. I’ve found that usually the hardest decision is the one you really need to make.
Quit.
Seems like the “monolithic backward-thinking organism” is not just my company…
Thank you for that insight Brian. You have totally inspired me to give up trying to make my company successful and progressive. Instead, I will bury my head in a cubicle, commit myself to endlessly repeating, “There is no point in trying; I can never win,” and accept the status quo.
In fact, I will probably just give up on seizing the promise of technology altogether. I’ll just go back to using a typewriter and land-line phone to communicate. What were those crazy fools thinking when they created better tools to shape their world around their needs and forcing everyone else to have to compete to move ahead? Really, you are right. People like that should have given up long ago and just quit.
@Cali & Jody The Office episode on business ethics can be viewed here:
http://www.hulu.com/watch/38492/the-office-business-ethics
“Let’s get ethical, ethical, I wanna get ethical…!”
@Brian
Guess what? I do own part of my company, I greatly admire my company and I thoroughly enjoy the work I do here. The thing is, I realize there is a better way to work and I would love to see my company really be a ‘pioneer’ and join Best Buy in making a choice that betters it and the employees who work for it. Even if I was at another company that I enjoyed, I would still probably want a ROWE because it is the best work culture to have.. unless you are a power-hungry, paranoid control freak who really doesn’t accomplish anything.
Your real point was a little lost in your offhanded slights. I think it had something to do with being naive children who believe in My Little Pony and Lucky Charms?????
We wouldn’t even be talking about ROWE if someone down the ranks at Best Buy hadn’t started ‘dreaming’ of a work environment that benefited the employees and the company.
Brian….wow!
With your mindset, it is going to be difficult to persuade you to think differently. That really is the issue with a ROWE (read the book) - it’s persuading people to consider another way of getting work done. Do you believe only one way exists? Where does the conceptual thinker fit in? When does innovation take place?
So, instead of “attempting” to [potentially] change things for the better, which is what a ROWE is shooting for, you offer up….quitting? Yikes! In a ROWE, no one is asking for less work or less accountability. People are asking for trust. Freedom and better work/life balance are byproducts of trust in a ROWE.
Also, your assertion about not owning the company you work for….I ask, why is it companies ask you to work as if you own it - “Own your job”, “Pretend you are the CEO”, “Be the entrepreneur”? Haven’t we all heard these lame attempts at motivating us to work harder?
I believe a ROWE should be an “option” for all employees. If an employee wants it and can succeed in it, why would a company reject that? We all know why….because it is not traditional. It is not the way it has been done. And control, control, control….
Tradition and emotion are for holiday gatherings not the work environment.