Underneath the words: the human operating system
Why is there such a disparity in meaning? It’s not a question of vocabulary or precision. Words are only the visible part, but what determines meaning is the reality ascribed to them and how each person receives them. Each area and person operates with an individual framework made up of values, beliefs, and perceptions. Therefore, each stakeholder will filter any communication or proposal through it. So it’s at this level that concerns and priorities are identified, and where not only initiatives are decided, but where the CIO’s role is perceived as either an ally who understands many perspectives, or is someone who speaks from the outside.
In the case of the NHS, the president of the British Medical Association, the main body representing doctors and healthcare professionals in the UK, wrote to the British government stating that neither the public nor the profession have been adequately consulted. This created a trust vacuum that still persists.
At this point, a crucial skill emerges for an initiative to be accepted: the ability to listen. In organizations, speaking can be a form of competition. People speak to reinforce a position, defend a narrative, or secure a place on the agenda. However, few compete to listen, and true influence usually belongs to those who know how.
