We are all familiar with the expression “the elephant in the room.” It is something that I have come to expect and even seek out when facilitating others. The reality, though, is that we each have our own personal pachyderms that dutifully follow us through life and haunt our work. The longer that we put off doing things, the more that we defer problems and the longer that we avoid pursuing our goals and ambitions, the larger and more omnipresent becomes the grey mammoth in our grey matter. You can learn to make the elephant go away. First, though, you need to recognize it for what it is, and what it represents.
It’s the unwritten rules that arguably most influence the culture of organizations. And organizational culture spills over into customer experiences. What is not necessarily clear is where the unwritten rules come from. In many—if not most—instances, they are a reaction to the written rules. Sometimes the influence is constructive. When the written rules are bureaucratic, unthinking or unfeeling, the unwritten rules and resulting behaviours can also be subversive. And sometimes they’re just destructive.