Creative solutions and conflict can make everything better across an organization:
A major vehicle maker’s products were famously hard to repair—for example, the wiring was arranged in a way that the engine had to be removed to replace the headlights. Costs skyrocketed. The remedy: The company forced the engineers to work in the service department where they had to confront angry technicians and angry customers, and understand the consequences of their engineering decisions.
Cooperation matters because it is a necessary condition for effective teamwork and it matters more as the business environment becomes more complex. There are ever-increasing competitive pressures, regulatory requirements, and customers and other stakeholders with increasing numbers of demands. Too often, organizations respond to this complexity by getting complicated rather than by creating the conditions for cooperation. They add management layers, dedicated functions, processes and “best practices”—all in an attempt to control their people but which have the effect of deterring cooperation and making the organization clumsy and slow to respond.
If you’re in leadership in a firm, consider what you can do to shake people out of their comfort zone and to promote constructive conflict during meetings. People need to mix it up a little to make better decisions and keep on track.