{"id":1401,"date":"2005-01-12T15:53:33","date_gmt":"2005-01-12T20:53:33","guid":{"rendered":"https:\/\/balmert.com\/?p=1401"},"modified":"2019-02-14T16:46:41","modified_gmt":"2019-02-14T21:46:41","slug":"biggest-mistake-number-3","status":"publish","type":"post","link":"https:\/\/balmert.com\/fr\/2005\/01\/12\/biggest-mistake-number-3\/","title":{"rendered":"Plus grande erreur num\u00e9ro 3"},"content":{"rendered":"
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La plus grande erreur num\u00e9ro 3: essayer de g\u00e9rer les attitudes<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\u00abL'action des hommes est le meilleur interpr\u00e8te de leurs pens\u00e9es.\u00bb<\/em><\/p>

~ John Locke<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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C'est une sc\u00e8ne que tout le monde en op\u00e9ration et ceux d'entre nous qui ont jamais g\u00e9r\u00e9 des op\u00e9rations connaissent trop bien.<\/p>

Nous avons r\u00e9uni l'ensemble du d\u00e9partement pour une r\u00e9union de s\u00e9curit\u00e9 importante - importante car nous d\u00e9ployons une nouvelle politique de s\u00e9curit\u00e9 de l'entreprise. Tout le monde dans la tenue est assis dans la salle de r\u00e9union alors que nous entrons pour diriger la session de communication.<\/p>

L\u00e0, au premier rang, o\u00f9 la plupart des si\u00e8ges sont vides, se trouvent trois de nos meilleurs employ\u00e9s. Souriants, heureux d'\u00eatre \u00e0 la r\u00e9union et int\u00e9ress\u00e9s par ce qui va \u00eatre annonc\u00e9, ils ont m\u00eame l'air heureux de nous voir. Nous sommes plus qu'heureux de les voir. En fait, nous souhaitons que toute la pi\u00e8ce soit remplie de gens comme eux.<\/p>

Mais la vie dans les op\u00e9rations n'est pas comme \u00e7a. Plus que quelques-uns occupent les rang\u00e9es du milieu qui sont assis et attendent de mesurer ce qu'ils entendront.<\/p>

Ensuite, il y a la rang\u00e9e arri\u00e8re.<\/p>

Chaque chaise remplie. On pourrait penser que la r\u00e9union n'\u00e9tait qu'une salle debout - s'il n'y avait pas tous les si\u00e8ges vides juste au premier rang. Dans le fond de la pi\u00e8ce, les bras crois\u00e9s, les chapeaux baiss\u00e9s et les lunettes de soleil, nous voyions toujours \u00ables suspects habituels\u00bb.<\/p>

Nous ne pouvons pas dire que nous sommes le moins du monde surpris. Nous attendons avec impatience - la peur serait plus proche de la v\u00e9rit\u00e9 - ce qu'ils auront \u00e0 dire sur la politique. Le mieux que nous puissions esp\u00e9rer, c'est qu'ils ne disent rien. Bien s\u00fbr, cela ne fonctionne jamais de cette fa\u00e7on, et une fois qu'ils sont impliqu\u00e9s dans l'action, ce n'est jamais une exp\u00e9rience agr\u00e9able.<\/p>

Chaque organisation est compos\u00e9e de personnes au premier rang, au milieu et au dernier rang. Billy Martin a dit un jour que le r\u00f4le de la gestion d'une \u00e9quipe de baseball \u00e9tait d'emp\u00eacher les douze joueurs qui \u00e9taient s\u00fbrs que vous \u00e9tiez fous de convaincre les douze qui n'avaient pas pris leur d\u00e9cision.<\/p>

Si seulement nous pouvions changer l'attitude de ceux qui se trouvent au fond de la salle pour qu'ils ressemblent davantage \u00e0 ceux de l'avant.<\/p>

G\u00e9rer les attitudes

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Changer d'attitude semblait \u00eatre une excellente id\u00e9e et, mon fr\u00e8re, avons-nous d\u00e9j\u00e0 essay\u00e9. Nous avons pay\u00e9 des consultants pour mener des enqu\u00eates d'attitude. Nous avons install\u00e9 des banderoles proclamant: \u00abLe A en s\u00e9curit\u00e9 signifie Attitude.\u00bb Nous avons accroch\u00e9 des affiches dans la salle de conf\u00e9rence pour rappeler \u00e0 tout le monde que "Votre performance en mati\u00e8re de s\u00e9curit\u00e9 commence par votre attitude."<\/p>

Lorsque tout le reste a \u00e9chou\u00e9, lors des \u00e9valuations de performance, nous avons fait de notre mieux pour conseiller et encadrer ceux dont les attitudes manquaient encore.<\/p>

Pour tous nos efforts, qu'avons-nous \u00e0 montrer? Rarement rien.<\/p>

G\u00e9nie au travail

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L'un des avantages de grandir dans la gestion dans la g\u00e9n\u00e9ration des baby-boomers \u00e9tait que nous avons \u00e9t\u00e9 expos\u00e9s \u00e0 certains des plus grands penseurs en mati\u00e8re de gestion: des notables comme Peter Drucker; W. Edwards Deming, Tom Peters et Phillip Crosby.<\/p>

Ajoutez \u00e0 cette liste Dr. Richard Beckhard.<\/p>

Le nom de Richard Beckhard n'est peut-\u00eatre pas aussi familier \u00e0 notre g\u00e9n\u00e9ration. Mesurez l'impact des id\u00e9es sur le monde des gens au travail et vous trouveriez que Beckhard est l'\u00e9gal de Deming. L'expertise du Dr Beckhard se situe dans le domaine du comportement organisationnel: la relation entre les personnes au travail. Tout comme Deming a appliqu\u00e9 les principes des statistiques \u00e0 la qualit\u00e9 des produits de fabrication, Beckhard a traduit les principes du comportement humain dans le monde du travail.<\/p>

Professeur de longue date au MIT, Beckhard a \u00e9t\u00e9 consultant pour certaines des plus grandes entreprises et industries du monde. Dans les ann\u00e9es 1970, lorsque l'industrie de l'aviation commerciale a conclu que les erreurs de communication dans le cockpit \u00e9taient l'une des principales causes d'accidents, l'industrie a embauch\u00e9 le professeur Beckhard pour \u00e9tudier le probl\u00e8me, en d\u00e9terminer les causes et faire des recommandations. Le travail du Dr Beckhard a servi de base \u00e0 ce qui est aujourd'hui connu sous le nom de CRM - Crew Resource Management.<\/p>

Le docteur fait une visite \u00e0 domicile

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Il y a pr\u00e8s de vingt ans, un petit groupe de gestionnaires a eu le rare privil\u00e8ge de passer une journ\u00e9e avec le Dr Beckard, dans ce qui \u00e9quivalait \u00e0 un forum ouvert.<\/p>

Si nous nous attendions \u00e0 la pr\u00e9sence imposante du Dr Deming ou \u00e0 l'\u00e9l\u00e9gance pimpante de Peter Drucker, nous serions surpris. Le Dr Beckhard avait l'air - et agissait - comme s'il serait tout aussi \u00e0 l'aise assis sur une grande chaise - que le P\u00e8re No\u00ebl chez Macy. Quelle ic\u00f4ne merveilleusement accessible.<\/p>

Bien s\u00fbr, aucun de nous n'\u00e9tait assez intelligent pour se pr\u00e9parer \u00e0 de bonnes questions, alors le Dr Beckhard a tenu le cours. Et l'impact a \u00e9t\u00e9 durable.<\/p>

CRM - L'histoire int\u00e9rieure

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Le Dr Beckhard nous a tout racont\u00e9 sur son exp\u00e9rience de l'\u00e9tude des \u00e9quipages de cockpit d'aviation. \u00abComment pouvez-vous voir ce qui se passe sans y \u00eatre?\u00bb Il a demand\u00e9. Sa solution: voler dans le si\u00e8ge d'appoint et prendre plein de notes. Nous rigolons encore \u00e0 la pens\u00e9e du Dr Beckhard essayant de se courber dans les limites \u00e9troites d'un si\u00e8ge d'appoint dans le cockpit. Je parie que le P\u00e8re No\u00ebl n'a jamais eu \u00e0 supporter \u00e7a.<\/p>

En regardant la vie dans le cockpit se d\u00e9rouler, il est devenu clair qu'un segment consid\u00e9rable de la population des pilotes de ligne, grandissant dans l'arm\u00e9e, tombait dans le pi\u00e8ge de donner et d'accepter des ordres sans remettre en cause les d\u00e9cisions de commandement. Cette adh\u00e9sion inconditionnelle aux ordres du capitaine avait, \u00e0 plus d'une occasion, donn\u00e9 lieu \u00e0 des erreurs fatales de jugement.<\/p>

Dr Beckard sur l'attitude

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\u00c9tudiant en comportement humain, Beckhard n'a pas contest\u00e9 le bien-fond\u00e9 de notre hypoth\u00e8se selon laquelle, en g\u00e9rant les attitudes, nous corrigerions la cause profonde du comportement. Mais, a poursuivi Beckhard, essayer de g\u00e9rer l'attitude vous laisse avec deux probl\u00e8mes, dont aucun n'est sans cons\u00e9quence.<\/p>

Le premier probl\u00e8me: c'est \u00e0 l'individu de faire le changement d'attitude. Vous ne pouvez pas faire \u00e7a si vous \u00eates le manager.<\/p>

Le deuxi\u00e8me probl\u00e8me: comment savoir avec certitude quelle est l'attitude en premier lieu?<\/p>

Peux tu m'entendre maintenant?

<\/strong><\/h4>

Deux d\u00e9clarations simples et deux aper\u00e7us approfondis du d\u00e9fi de la gestion des personnes au travail. Les vrais g\u00e9nies ont la capacit\u00e9 d'expliquer les choses en termes simples que nous pouvons comprendre.<\/p>

Beckhard a fait valoir son point de vue sur la folie d'essayer de g\u00e9rer l'attitude d'un petit groupe de gestionnaires il y a pr\u00e8s de vingt ans. Je suis s\u00fbr que nous n'avons pas \u00e9t\u00e9 les seuls \u00e0 avoir entendu son message sur le sujet.<\/p>

Si nous avions pris cela \u00e0 c\u0153ur, nous verrions moins d'affiches incitant les gens \u00e0 adopter la bonne attitude en mati\u00e8re de s\u00e9curit\u00e9; nous verrions moins d'enqu\u00eates sur l'attitude en mati\u00e8re de s\u00e9curit\u00e9; et entendez moins parler de travailler sur la \u00abculture\u00bb pour amener tout le monde \u00e0 penser de la m\u00eame mani\u00e8re la s\u00e9curit\u00e9.<\/p>

Mais la plupart d'entre nous n'ont pas entendu le message, et nous continuons \u00e0 nous concentrer sur le changement d'attitude comme moyen d'am\u00e9liorer les performances de s\u00e9curit\u00e9.<\/p>

C'est l'une des plus grandes erreurs commises par les gestionnaires, g\u00e9rer les performances en mati\u00e8re de s\u00e9curit\u00e9.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

C'est une sc\u00e8ne que tout le monde en op\u00e9ration et ceux d'entre nous qui ont jamais g\u00e9r\u00e9 des op\u00e9rations connaissent trop bien.<\/p>\n

Nous avons rassembl\u00e9 l'ensemble du d\u00e9partement pour une r\u00e9union de s\u00e9curit\u00e9 importante - importante parce que nous d\u00e9ployons une nouvelle politique de s\u00e9curit\u00e9 de l'entreprise.<\/p>","protected":false},"author":1,"featured_media":1404,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center 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