“Welcome to the Matrix!”


Early this year I was working with a client facilitating a certification workshop on Service Excellence when we were requested to welcome a high level visitor wanting to meet the new members of his team.

Having a quick “When, How, What” we found a good moment for his introduction. He stepped into the room and made himself known to the group - a nice short speech and welcoming words to the new comers.

I felt relieved because you never know what an unexpected visit may bring and high level interference is not always a bonus.. Then it even got better when he started a quick interaction with the participants on “how we work here”.

Fortunately the dialogue was not burdened with mission statements and values of the company but took another turn which was more about responsibilities and challenges they might encounter getting their work done.

Enjoying the lively dialogue our guest suddenly shouted: “So…Welcome to the Matrix! Where nothing is completely organized and nobody is fully responsible for anything..”

And although this does not sound very inspiring, it was a very honest and well recognized comment. The team  already had experienced that there were challenges in getting to the right person for specific requests - or finding out who is supposed to take care of what.

Thinking about the organizational structures of my clients I estimate 99% works in a matrix. The good thing is that it makes people work together and communicate. The downside however is that nobody oversees the effect of their individual actions - often leading to misjudgment regarding their contribution towards the end result.

If you want to win as an organization you need to let your People play the Game: Engage, Empower, Perform, Enjoy together in order to establish best results and performance.

Personal leadership and individual empowerment is necessary in order to deal with matrix-challenges. Cheers to all leaders creating trust, equality and self confidence in their teams!

About the Author

Marja van Soest Activates People and Business partnering with her clients as Executive Consultant, Master Trainer and Coach in Sales, Service and Leadership. Parallel to her business career Marja is a sports trainer specializing in In and Outdoor Cycling. Combining her passion for sports, groups, individual and organizational performance Marja developed the 4 Motivation Keys Activation Model: Engage, Empower, Perform, Enjoy empowering leaders to build a culture of Trust.

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