The Paralysis of Uncertainty and the FAQ Office

As I have commented before, having too many choices can be paralyzing. Uncertainty is another state of mind that can lead to paralysis.

You’ve heard this phrase countless times, a lot more lately it seems: In these uncertain times... I get the unstated threat in that statement. You don’t know what’s coming. It could be good, but don’t count on it, the ad implies. It more than likely will be bad for you, the ad seems to be saying. I get that.

But, where does that sense of foreboding come from? Currently, it seems to be coming from a number of areas: government budget cuts (at all levels) that may impact government employees and the businesses that service those government agencies. It comes from businesses going through difficult times. It comes from the potential for nuclear fallout. It comes from the growing turmoil all over the world. It comes from the growing turmoil in our political environment. It comes from, well, from whatever it is that is bothering you.

Your office or organization is likely going through some uncertainty. The danger is that uncertainty can lead to paralysis. Not knowing, for example, whether you will have a job in six months, some people are paralyzed, unable to really focus and do their work. Why does this happen? Likely, this is an information gap, oftentimes fueled by rumors.

For example, government employees are being threatened with layoffs across the board. The threat is not overt. It is implied as administrators are absorbed with looming budget cuts without really knowing how much their budgets are being cut. Employees want administrators to tell them if their jobs will be safe, but the administrators can’t tell their employees what they don’t know, hence the uncertainty. As a result, there’s a lot of rumors that sound like this: “I heard that they’re going to cut _____________ (insert the latest rumored target).”

This is where good leadership needs to step in and address the rumors. Actually, this something that good leadership should always do, regardless of what the business environment is like. Every organization should have an FAQ/Rumors Office to address these issues. Obviously, some things can’t be known until things like budgets get settled. But, you can tell people how you are planning to respond, possible scenarios and options for employees. The worst you can do is not tell people anything. Your silence seems to reinforce rumors and fears. And the paralysis sets in, dragging down motivation and productivity, all adding to the downward spiral of the organization.

Your FAQ/Rumors Office (FRO) doesn’t have to be a large office. It can be one person who can answer questions or just develop an FAQ sheet to address the current uncertainty. You may not be able to answer all the questions and fears, but you can try to limit the paralysis. In some cases, if your FRO does it well, it could actually spur motivation and productivity.