30 May The Importance of Embracing Diverse Perspectives
Perception is a fascinating concept that influences our understanding of the world and shapes our decision-making processes. In the context of a company, the diverse perspectives of team members can be likened to a tall building, where each floor offers a unique view. From the bottom floor, the view may be obstructed, while the top floor provides a broader perspective.
Recently I was visiting our contact center in Barranquilla, Colombia. It is a short flight from my office in Panama City, Panama. I was leaving the office which is in a high-rise building in Downtown Barranquilla. At street level, it was a buzz of people and traffic. I had to wait a few minutes for transportation. As a result, I was able to do one of my favorite things, which is people-watching. I find the study of people and human behavior fascinating both in a good and bad way. People are very complex and yet very simple at the same time.
The next day at work I was in the conference room on the 8th floor of the building. I had a few minutes between meetings and was standing up and looking outside. I had this random thought that came to me. What a different perspective of the outside from the 8th floor versus my perspective yesterday from outside the first floor. You could no longer feel the buzz of the street that I experienced the previous day. The people were far away, no car sounds just the quiet of the room. I also noticed from above that I could see the rooftop of the retail space across the street. The front of the building from the ground floor is clean and the plants and shrubs in the front of the building are well maintained. However, from above I could clearly see all around the building including the trash bins in the back of the building and the rooftop that needed repairs. I took a broader look around the area and could see all the flaws and decay of the buildings near buy. In addition, I could see the beauty of the cityscape. This made me stop and think beyond the physical view to a more philosophical view of the state of the business I am working in.
The Ground Floor: Limited Visibility, local realities. Imagine standing on the ground floor of a towering building. The immediate surroundings may obstruct your view, limiting your understanding of what lies beyond. In a company, entry-level or junior employees may have a similar vantage point. Their perspective is grounded in the day-to-day operations, focused on specific tasks or projects. While their view may be limited to their immediate environment, it doesn’t diminish the value of their insights. These team members often possess firsthand knowledge of operational challenges, customer interactions, and ground-level processes. Their perceptions provide valuable insights into the practical realities of the company’s operations. They can hear the buzz on the streets and see and hear the conversations of the people around them.
The Intermediate Floors: Expanding Horizons, collaborative insights. As we ascend the building, the view becomes progressively clearer. Intermediate floors symbolize team members in mid-level positions or those who have been with the organization for a considerable period. These individuals have gained experience and a broader understanding of the company’s workings. They have a more comprehensive perspective, as they collaborate across different departments and engage with multiple stakeholders. Their perceptions are shaped by a deeper understanding of the company’s goals, strategies, and interdepartmental dynamics. Team members on these floors play a crucial role in bridging the gap between the ground floor and the top floor. However, the buzz on the street becomes fainter.
The Top Floor: Broad overview, strategic vision. Reaching the top floor, we are rewarded with a panoramic view, encompassing the entire landscape. Similarly, executives, senior managers, and leaders in a company possess a strategic vision shaped by their extensive experience and oversight of the organization as a whole. Their perception extends beyond the day-to-day operations, focusing on long-term goals, market trends, and future opportunities. The top-floor perspective considers the big picture, including financial aspects, market positioning, and the company’s overall direction. It guides decision-making at the highest level and sets the course for the entire organization.
The Importance of Embracing Diverse Perspectives: Just as each floor in a building offers a distinct viewpoint, the diverse perspectives of team members within an organization are invaluable. Recognizing and appreciating these differences fosters a culture of inclusion and collaboration. By incorporating inputs from all levels, companies can make more informed decisions and develop comprehensive strategies that consider various viewpoints. Encouraging open communication, feedback, and active listening across the organization empowers team members at all levels to contribute their unique perspectives, ultimately driving innovation and success.
Building Bridges: Facilitating Cross-Level Communication to fully leverage the benefits of diverse perceptions, companies must create avenues for effective communication and collaboration across levels. Encouraging mentorship programs, cross-functional teams, and knowledge-sharing initiatives can facilitate the exchange of ideas and insights. Breaking down silos and encouraging dialogue between team members from different floors can promote a more holistic understanding of the organization and its challenges.
Perception plays a pivotal role in shaping the way team members view their roles, their organization, and the world around them. By recognizing the analogy of perception in a tall building, we understand the importance of embracing diverse perspectives. Every level, from the ground floor to the top floor, offers a unique vantage point that contributes to a more comprehensive understanding of the organization. By valuing and integrating these multiple viewpoints, companies can foster a culture of collaboration, innovation, and success that reaches new heights. In addition, the best leaders ensure they stay connected to each level. You cannot be disconnected and lose sight of other perspectives. I love my job and have been very blessed to be in a leadership role. I do enjoy the view. However, for me, it is way too fascinating being around the buzz and observing the people versus just standing on the top floor looking out.
If you want to learn more about improving your customer experience, please get in touch with us at Center Source.
Center Source is a leading Business Process Outsourcer that provides top-notch customer support and global help desk services to a diverse range of international brands. Founded and owned by Mike Biedronski, who has over 25 years of experience in outsourcing and customer service, the company is led by CEO Frank Royal, who also boasts over 25 years of experience in BPO and customer service. In addition, our senior leadership team, with an average of 15 to 20 years of experience in customer service, comprises seasoned professionals who are experts in their respective fields.
We offer Omni Channel Support for our customers, including voice, chat, email, SMS, social media, and outbound services. We provide exceptional customer support, and our team of experienced professionals is trained to handle all customer inquiries tactfully and professionally. The customer experience is critical to the success of any business, and we strive to provide the highest level of service possible.
Frank Royal, CEO of Center Source
May 30, 2023