Until recently, I never really thought about the underlying meaning of the comment “It’s not personal, it’s just business.” That statement, or something similar, is one that is probably used in many different contexts, but for similar circumstances. In my experience, those words usually follow some underlying situation where there have been strong differences of opinion.
Someone is trying to rationalize an action or decision that was perceived to negatively impact someone else, whether that impact was intentional or otherwise.
Saying that it’s not personal seems to be a way to put an end to the discussion and move forward, without ever really having to put forth the effort to understand the other point of view. I know I have unconsciously done that at times if I have been in a hurry to get on to the next issue. If I had thought to go back and follow up, instead of just brushing it off as the decision that needed to be made at the time, it could have resulted in a lesson learned or an improved outcome.
Looking back, it seems like it was easier to interact on a more personal level when I was a technician. It’s probably because working with the equipment, and communicating with the equipment users, was usually focused on technical factors. Most things were black or white, with fewer shades of gray to cloud the situation. “Yes, it’s broken. I will take it with me now to make sure we get the correct parts ordered. No, you need to have the switch in this position instead of that one when you need the image to show up over there. Thank you, let me know if you need anything else from me.” There was a clear understanding of what was to happen, both parties felt fulfilled, and the issues were being resolved in the most efficient manner possible. There was rarely a need to discuss a variety of options, and there was rarely any controversy.
Unlike the switch in the wrong position, which was obvious to both parties, many business or strategic problems do not look the same to everyone. In this environment where most business transactions happen through some electronic connection instead of in person, it is even harder for both sides to have the same perspective. The result, unfortunately, is that the remote party does not feel the same sense of urgency as the individual closest to the problem. This sets the perfect backdrop for the scenario where any one business decision may result in a negative personal consequence at the other end of the transaction.
The technician in the patient care environment sees the immediate impact when a piece of equipment fails, so it is personal to him or her. The sense of urgency gets diluted at every interaction along the process for getting it repaired. When it gets sent out, what happens if the depot repair technician has only seen the device in use connected to a simulator? Does it matter if there is no waveform on one lead configuration? The others were all working fine, so it must be good enough. Why would they think to make it personal, if they don’t understand how that decision could result in a misdiagnosis or patient death?
Or what about the attempt to order parts for overnight delivery, when the warehouse clerk in California got distracted by a phone call about plans for that evening and missed the cutoff time for the last flight out to the middle of nowhere? One was personal, one was business on that end, too.
It works the other way, as well, when it is just business. The accounts receivable team from a small business tries to track down payments for overdue invoices, so the company will be able to make payroll for their employees the next week. They leave urgent voicemail messages and send the invoices as email attachments, but the technician or manager who could authorize payment is on vacation for two weeks and forgot to set an automatic response. There was no intent to have a negative impact on anyone, they just needed a vacation.
With each promotion or new position, it is important to understand how to retain some connection to the personal aspects within your work environment. Often, that means taking the time to listen to the needs and concerns of those around you, to build some personal connection even if it is a virtual one. Once you have that, the next challenge is to balance it with the business expectations. The factors that influence decisions become less technically obvious, since the problems are often more financial or philosophical in nature. Decisions still have to be made, it just means more time must pass before it will be clear if the answer was the correct one or not.
For example, when a technician moves to the role of manager, the decision-making process starts to change almost immediately. It becomes harder to be able to make things personal even when there is an intent to do so. The new role requires more focus on planning and strategy, with fewer opportunities for instant gratification. The things that seemed the most urgent and important in the former role are too often forced aside by new tasks and responsibilities that were not even visible at the technician level.
This profession has afforded me many opportunities to learn new and worthwhile information, and to interact with wonderful people who are equally committed to making positive contributions by doing the best they can in their respective roles. How much more could I have learned, and how many things could I have done better, if I had taken the time to really understand the thoughts that drove others to the decisions they made? Thankfully, it’s not too late. I am still here, and so are you if you are reading this. The next time you find yourself thinking “it’s just business” when you have a challenging decision to make, stop and make it personal. See if it causes you to alter your plan of action. It may not, but then you at least have the inner satisfaction of knowing you are making the best possible decision you can.
Disclaimer Notice: All comments, ideas, opinions or suggestions expressed herein are those of the author and are not in any way representative of the author’s employer or of any organization the author may be associated with.
