Maggie Atkinson Consulting Ltd

Change management in a challenging world


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How fragile we are

Posted on March 3, 2017 at 8:10 AM
My work takes me into places where struggles are considerable, solutions few, resources scarce, and people determined to make positive differences in others' lives. I am always struck by the resilience of the human spirit in the workforce and those they serve; and at the same time, by the fragility of some lives when it's clear the services I work with are needed. I meet some truly remarkable professionals wherever I work. They are dedicated, emotionally connected to what they do, to the place, to the mission, to each other. I am humbled that my work adds to the sum of their thinking, reflection, and their work for their citizens. If they think I can't add to that, as I'm sure some do, they are kind enough to reserve judgement until the work is underway. They are then prepared to have robust forward thinking conversations about change as we work on their wicked issues. I add value because I come to their work with a professionalism and dedication equal to their own, but with none of their emotional ties to the place. Such ties do develop quickly though, and like many other consultants I know I give more to every client than we have formally agreed. My lifelong belief in and commitment to public service values translates into what we do together. In straitened financial times, services' ability to take on yet more in struggling citizens' lives, and to do it well with far fewer resources, means they - and therefore I - come face to face with the tenuous and difficult nature of some clients' lives. These localities are no different from those elsewhere. Whatever those sitting in the seats and walking corridors of power may persuade themselves is the case, services across local government, health, police, fire and rescue, criminal and family justice, the voluntary sector, ALL have searing countering evidence of realities on the ground. They are about families where the adults eat less so they can feed their children. About communities where there is little or no work, low or in the worst cases no incomes or personal resources, and a dearth of aspiration, get up and go, optimism about families' futures and likely fates. About services' time and resources used on picking up pieces, not creating the space to prevent crises and tragedy for those already living closest to the edge, whether or not services can stretch to manage prevention for the famous "just about managing." I am struck by the resilience, the commitment, the doggedness of work at the cutting edge of raw and unmediated need. Workers across partnerships are remarkable, because the people they reach out to serve are worn so thin: brittle with fatigue that they are angry as well as fragile. My occasional 3 a.m. moments are about the future: services being less and less well funded, and the "hard choices" being harder still. They are about the sheer fragility of some communities, now being reflected in the services on which they rely. New models of service, new ways of working, making something that is not just the old ways tinkered with but an entirely new thing, must provide the only way forward. The hope then, surely, must be that this extreme fragility, the sense of services' strengths and people being spread too thin to make vital changes, has not already gone too far.

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Ah, to live in interesting times!

I'm sure that, like me, for many contacts and colleagues, working days are running in anything but the usual order, anything but the usual way. For me, business has stopped for the time being, all bar finishing off some vital tasks to conclude a great assignment with a client whose people gave, gave and gave again as I worked to help them problem solve and solution find. I am still adjusting to the fact that, the diary being on hold (not closed!) there is, for the first time in my working life, no rush.  No urgency in getting that domestic business done around my business and the people who seek to use it. I can take my time in the kitchen and the garden, at the piano or in my permitted outside exercise a day.  This is not my style, and it makes me a bit jumpy.  It's a struggle to believe it, let alone let my clock run slower than usual.  For former colleague DCSs and their staff and partners, whilst some of the everyday clutter might have set itself aside, their days are very full, their sleeves rolled up and their heroic efforts focused on ensuring the people they serve are as safe as possible, for as long as possible, with as much dignity and support as can be afforded them. I salute them, as ever.  I do remember what single community crises were like when I did the job.  But then there was simply nothing of the scale, or the likely longevity, of the current massive challenge facing them, and society, right now.   


This period of enforced introspection has got me thinking, mostly in the researcher part of my brain.  What I see on a daily basis is that, beyond the muppets who don't think Covid19 is serious or could affect them and won't modify their conduct beyond getting mad and behaving badly, thousands of people are just doing good. Volunteering, offering simple help like dropping off shopping on a neighbour's doorstep, going a LOT further and putting themselves on the line, offering free online support to parents whose children are not at school so everybody may be feeling the strain.  The observer in me is starting to hatch some ideas that would bear scrutiny when this is all over.  Here are some research questions you might help me think about!


Will the economy recover? Or will we have to grow to being, by necessity, a more socially aware nation that seeks out and supports our strugglers rather than blaming them for their own situations then getting on with our own lives?  What will a national workforce look like when we are through the other side?  Will we stay connected, or are we likelier to go back to being frantic, self-absorbed, as our pre-crisis behaviour tended to make us?  Will the memory of when people pulled together, stayed local, formed bonds via Zoom or Skype or WhatsApp linger?  Will we mark when we realised that "We don't need that meeting" was an actual thing?  When people found both altruism and skills they didn't know they had?  When all this is over, can we harness citizen research as well as that done in academia to explore the phenomena we are witnessing as people turn towards others as well as addressing their own concerns?  Or does it take a serious crisis, another Covid19, to make us step into a shared mental and emotional space and capture what it teaches us rather than staying in our own, meaning we will forget? I'm working on some approaches to research bodies on all this, given this is a truly remarkable, as well as a sad, scary, deeply unsettling and uncertain - an "interesting" - time.


If you would like to co-explore what I ruminated on above, or if like me you are watching fascinated as people stop buying what they don't need and concentrate on what they and others do need? Together?  Please get in touch!  


And in the meantime? Stay safe.  Good luck. And if you are in an organisation that's keeping us all going, thank you.

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