Heat and Pain

Much disquiet at work this week, some of it highly practical; more of it to do with how people are feeling.

My contribution was to characterise my job as seeking and feeling operational ‘heat and pain’ and checking in with everyone that we think it’s proportionate and justified.

If all you do is react to ‘heat and pain’ you never change anything. But if you create too much of it – or create it needlessly – you can do a lot of damage and stop helpful progress dead in its tracks.

In one exchange I pointed out to someone the importance of ‘bedside manner’… Telling someone the facts of how badly broken their leg is – and how you’re going to screw bolts into it in five places – may have seemed to them the most important thing… but people also want you to rub their hand and show them you care.

In the big rooms, where ‘big people’ talk ‘big decisions’, all to often any sense of how it ‘feels’ and what ‘heat and pain’ it’s causing is absent.

I felt out, explained to people and fixed a lot of heat and pain this week – especially with a big heave on Friday. I’ll fix some more next week.

That’s the job.

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