In the absence of information, people will fill in the gaps on their own. Decisions are made and actions taken based on bias, perception, and “gut feel” even when there is a void of understanding. Like a soccer mom who, knowing little about the rules of the game, complains loudly how awful the referee is; she draws primarily from her emotions to conclude and vocalize that the call on young Johnny was horrible. The same can be said of the coworker asked to implement part of a business improvement but knows nothing of the “why” or the “how” of that improvement….do not be surprised if you get little more than a tepid interest. If you are a leader, be persistent in your effort to inform people. If you are not a leader, take responsibility and ask questions to get that understanding. People who know what is going on will begin thinking…and then acting…in ways that are helpful or productive. We underestimate the power of The Information Gap…it destroys any hope of excelling.
