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  • Writer's pictureWendy Hornung

Which Do You Prefer?

Have you ever tried to solve a problem at work?

Did  you focus on the People or the Process?

You might relate to the common complaints that leaders and managers have about their team members as it relates to getting things done.

  1. They are doing it wrong.

  2. They are not following directions.

  3. They are resistant to change.

But problems are rarely only about the people using the system. An analytical approach can help you make adjustments that correct issues that are impeding your desired results. A good place to start is to reflect on the following.

  1. What is the goal of the system?

  2. How should it be implemented?

  3. How does it impact the people that use it?

If you work in any type of organization that involves more than one person, and any type of transaction, there are processes. Tracking delivery, customer service, medical records, documentation, and client feedback are all examples that combine people and processes.

Diagnosing where a problem begins often lurks in the foggy terrain where people utilize processes to get things done.

The “problems” are often symptoms of how the people and processes were implemented. If you want to maximize the talents of your people and get the most out of the investment in systems, then it is critical for employees to have the tools to communicate challenges as they arise with each other and management. How well does everyone communicate? Regardless of industry, all businesses are being driven by market demand, technology, the internet, and new models for doing business.

The communication component of how a company operates is the key to success, regardless of industry. Good communication skills are at a premium, and it affects everything in business, including the success of processes and systems.

Good communication skills make leaders more impactful, teams more productive, and increases morale. The ability to discuss problems as they arise with the focus on solutions is the result of teams who are trained to high communication standards. Businesses that have excellent communication skills can adapt to changes and problem solve faster.

Most leaders in business look at new systems as it impacts the bottom line. This often is not translated to the people who will use the system which limits “buy-in” from the beginning.

Employees need to understand the reason why a process is being changed and its ultimate goal. This sets the bar for identifying challenges that can be addressed as the process is implemented and glitches occur.

My colleague Jeff Resweber and I realize when we collaborate that even when a system is great, if the people are not fully utilizing the system problems emerge. Companies misdiagnose problems because there is a lack of clarity and ability to analyze the big picture, due to poor communication.

This is how we ended up collaborating. Jeff is often hired to go in and fix the problem. He brings a technical perspective to the challenges businesses face every day. I focus on people, and helping them understand how their strengths and the way they think and communicate brings the most value to their team. This creates a foundation, where clear and constructive communication becomes part of the business culture.

By combining our areas of expertise, we have successfully collaborated to help businesses address those challenges.

So where are the challenges in your organization? People or processes,  or is it a mixture of both?

If you are looking to improve results call me now to talk about how we can help. 337-278-1274, or email me at

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