Recently, a heartfelt and unexpectedly complicated rescue mission unfolded on a busy Toronto sidewalk. Three baby sparrows had fallen from their nest, nestled high in a white pine tree and only one remained alive after being attacked by ants. Faced with the ethical dilemma of leaving it to suffer or intervening, my sister Carole chose to act with compassion, picking up the tiny survivor and placing it in a warm, safe box in her home. Now, Carole wondered, what was she to do?
What followed was a whirlwind of well-meaning but contradictory advice from various wildlife organizations, that brought to mind crucial lessons for organizational leaders about the effectiveness of policies and procedures.
Following expert advice (first stop: Google), she and her daughter Yeshema, a budding veterinarian, refrained from feeding or giving it water, as they were warned that improper care can do more harm than good. Carole’s mothering instincts, along with her experience of rescuing and nursing baby birds back to health when she lived in Jamaica, told her otherwise. Plus, it was Mother’s Day. But this is Canada, so heeding the advice, they kept the bird warm and contacted several government and non-profit wildlife organizations. Each provided different instructions, ranging from putting the bird back outside, not feeding it, or having it euthanized to comply with legal restrictions on raising wildlife at home. There seemed to be no good options, and we were all getting very, very frustrated.
Ultimately, a dedicated volunteer group found on Facebook kindly picked up and transported the baby bird to a sanctuary, where it would receive the necessary care. We all breathed big sighs of relief as the lovely volunteer drove off with the baby bird, and 5 other rescues.
As my sister regaled me with her travails of literally trying everything to save the little bird, I couldn’t help think about what we might learn from this experience about our own workplaces.
This journey underscored a significant point: despite the best intentions, rigid policies and procedures can sometimes fail to serve the ultimate good.
Here are 5 Lessons for Organizational Leaders I gleaned:
- Flexibility Over Rigidity
The conflicting advice received is a testament to the rigidity of policies that may not accommodate unique situations. Leaders should recognize that while policies provide structure, they must be flexible enough to adapt to exceptional circumstances. Encouraging employees to use their judgment and act compassionately can lead to better outcomes than blindly following rules. - Communication and Collaboration
The processes revealed critical gaps in communication and collaboration between various wildlife organizations. Similarly, in a business context, siloed operations can lead to inefficiencies and misunderstandings. Leaders should foster an environment where departments communicate effectively and collaborate towards a common goal, ensuring that everyone is on the same page. - Empathy in Decision-Making
The decision to rescue the baby bird was driven by empathy, highlighting the importance of humane considerations in decision-making. Organizational leaders should embed empathy into their leadership style, understanding that decisions impact real lives. Policies should reflect a balance between procedural adherence and human compassion. - Empowering Frontline Employees
The advice to “leave the bird to die” was profoundly counter-intuitive and demoralizing. This mirrors situations in organizations where frontline employees, who interact directly with customers or issues, feel powerless due to inflexible policies. Leaders should empower their teams with the authority to make decisions that align with the organization’s values and the well-being of all stakeholders. - Review and Revise Policies Regularly
Just as wildlife care protocols need to be reviewed in light of new insights and circumstances, organizational policies should undergo regular review and revision. This ensures they remain relevant, practical, and capable of addressing real-world challenges effectively.
The journey of rescuing the baby sparrow, fraught with well-intentioned but often contradictory advice, serves as a powerful metaphor for the challenges organizational leaders face. Policies and procedures, while essential, must not be so rigid that they stifle compassion and practical problem-solving. By fostering flexibility, improving communication, embedding empathy, empowering employees, and regularly reviewing policies, leaders can create organizations that not only survive but thrive, guided by principles that truly serve the ultimate good.
Make some time over the next week to review a key policy and/or procedure to make sure that your team members and clients are not stuck in a maelstrom of contradictions and frustration.
