Open Door Policy with a But
By Pradeep Mahesh (Maheshwari)

Today management policies are changing. One of the better ones being touted is the open door policy where employees may come in to give ideas, discuss work related problems and complaints if any. Seems fine in theory but does it really work in practice? For this to be effective in practice both the listener who is always the senior has to be a much matured person which I doubt always happens in real life.

Of course, the implementation of this style of functioning will benefit the organization. It tends to remove the kinks before they become harmful. Very often it results in feedback that benefits the company in more ways than one. To listen to a junior who is inexperienced, who does not have the whole picture and often has not learnt to communicate yet with clarity requires a lot of paternal benevolence dipped in managerial ability. This balancing act is not easy. Our own snobbish amour-propre, restricted time-frames, unjustified pressures from bosses and more often than not misplaced confidence in our own ability to communicate well are the deterrents.

India is a country which has a strong history of a feudal hierarchy with one conqueror after another imposing his will on all those he could; most often with more than necessary force to instill authority and make the point of his supremacy. This has seeped into our character. The result is that today even though we are supposed to be a democracy, the distinction between the rulers and the ruled remains intact. We have only exchanged a rule by the sword for a rule by corrupt law-givers. We pride ourselves in our misbehavior and the absolute position of place in society which allows us to get away with it. Our parenting, teaching and managing, all bear this mark. This unfortunately got coupled with our sadistic and fatalistic outlook and philosophy. This makes the average Indian somewhat intolerant, arrogant and pushy. These are hardly the attributes of a good manager.

A short study of three possible positions will give a good idea of the need for an open door policy but also the difficulty in implementing it.

I begin with the legal and medical profession. The lawyer by need and usage is analytical and argumentative. He is in a very unique position. His clients know nothing about law until it is too late. A good lawyer always has many juniors who are normally raw recruits and eager to practice "law" in the sincerest meaning of the word. The lawyer is there for earning his living including his juniors so he is practicing law with a rider. There is a vast gap in his attitude and between that of his junior. For instance a delay or postponement would not grate on his heart as it means more money for the senior lawyer
while the junior would be more sympathetic. But can the senior speak about this and let the juniors on into his hidden thoughts? Obviously not; we can then conclude that a frank and open conversation will never happen. Neither on personal matters nor on matters of law as the senior is bound to be more knowledgeable in every way and in no mood
to waste time on his juniors whom he may see as mere tools of his trade.

The doctor is in the same boat. He can manipulate his client if he wants to and if he is employed in a hospital or running one of his own, he has juniors and seniors to contend with while he has an eye on long term financial benefits from his profession as well. There is always a personal agenda at work behind the reality. This can be seen all over the world today resulting in unnecessary tests and surgical interventions.

At work in offices and manufacturing facilities there is quite the same factors at play. The manager is stuck between the directives of his employers which may not always be in tune with ground realities while he has to manage his team. He is damned from both sides. He cannot argue with his bosses and not speak frankly with his juniors. This is bound t give rise to situations where honesty is not the best policy. Certain amount of manipulation of juniors is required and fibs are common. This may give the impression to his co-workers and juniors that he is all ears in theory but deaf otherwise.

This scenario is when the manager is a kind man by nature. If there is an iota of meanness in his character the situation can be very bad indeed and it will show. Employees will either be performing well under par, report sick at the slightest provocation or be keen to cross the fence to another patch of green grass. Eventually it will show in the turnover of the company and the manager will get his just desserts one of these days but till then he will have made life hell for everybody and losses for his company. But what if the boss is the owner of the company and has to report to nobody; just forget it and get on with your life!