Trapped in an open door

or, how to turn your a Project into a Soapie

How an open door policy became a trap door for Middle Managers


Consider the plight of my friend Allan. He's a program manager with a bunch of people reporting to him. Up till now he has thought of them as "his team": and in fact, all things considered, they are.

His Manager is Bob, who reports to the Head Honcho Chris. You see, reporting and escalation should be as simple as ABC.
Except it isn't. We have to deal with that "should" word here.
Lets Pick two team members: Tom and Jerry.
Tom does not like the way Allan handled an incident that involved Jerry.

Several months later, he decides to escalate his concern.
Because all Managers have an open door policy, he goes straight to the Boss Chris.
Chris Listens, and goes to Bob. The conversation goes something like this:
Chris: "Someone has complained to me about Allan. He is not happy that Jerry's incident was handled right" Bob: "Ok, tell me who complained and I will set up a round table" Chris: "I can't. Then I would compromise the open door policy" Bob: "So what do you want me to do? I don't know who complained, I don't know what the complaint was, and Tom himself is OK with the outcome." Chris: "I am concerned about the Morale of the team ..."

So Bob Speaks to Allan, but since they don't know what to fix, or who to fix it with, Allan is told to "be more aware".

Thereafter, once a month, Chris confronts Bob with a demand to know "What you are doing about the morale issue". Discussions take place about how Allan behaved in this context or that context, but (of course) no-one discusses the substance with Allan, who continues to Manage with the cloud over his head, and the awareness that a "case" is open (and building) against him.
Kafka could not have scripted it better.
What has the Team learned from this?
Of course, the bush telegraph gets a hold of this. As the months go past, and nothing happens, beyond the obvious discomfort of the PMs, the team learns one important lesson:

We can make any accusation we like, and it won't be tested,
if we claim that it is done:
"in confidence, in the best interests of the Team/Company,
or if we might be "picked on" afterwards.

Which, dear friends, is a central theme for the plot of any Soapie ever written ...

As for Allan, he's looking for a new Assignment: and so would I.