Alberto Levy. Director de Consultoría en Desarrollo Competitivo & Alineamiento Estratégico. Deloitte Latin America Countries Organization

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Hagámonos algunas preguntas

por Alberto Levy | 19 de Enero de 2010 | General

Todos los que estamos en la corriente cognitiva del aprendizaje organizacional reconocemos a Argyris y a Schön como dos de los especialistas internacionales que más han contribuido con varios de los modelos de diagnóstico, transformación y desarrollo de las instituciones humanas. Repasando algunos de mis apuntes, encontré una ficha en la que había tomado las ideas de esta nota.

1.      Cómo se manejan las buenas y las malas noticias en esta organización, especialmente cuando las malas pueden ser amenazantes?

2.      Cómo se maneja el conflicto entre los distintos grupos de la organización al tratar sus diferencias, a veces tratando de “ganar” unos a otros pero igual actuando de manera que se los vea (especialmente desde los ojos de la Alta Dirección) como alineados, cohesionados y leales?

3.      Cómo hacen para descubrir errores ocultos o camuflajes, especialmente cuando todos mantienen públicamente que no sólo están alineados, cohesionados y leales sino que estas tres condiciones son sentidas y vividas honestamente?

4.      Qué racionalizaciones desarrollan los miembros (de todos los niveles) para hacer aceptables tanto la necesidad de disimular como la de negar que se está disimulando?

5.      Cómo interactúan estos juegos ( a veces peligrosísimos) en diferentes niveles de la organización para crear un “equilibrio acumulativo” de creciente disfuncionalidad?  

Los procesos de los que nos debemos ocupar para lograr nuestro objetivo fundamental de que la organización esté en condiciones de formular la mejor estrategia posible y además implementarla eficiente y efectivamente, pasan por extender la capacidad de detección de errores y de anomalías que se producen o que se pudieran producir tanto en la interacción interna entre la gente como en la interacción con los entornos en los que la organización opera.

Se debe buscar extender el rango de errores corregibles, es decir, reducir el grado en que la información “inaccesible” y “oculta” impide la atribución de errores, equivocaciones, incongruencias e inconsistencias en la teoría que la organización ha cognitivamente elaborado de cómo debe actuar, su Teoría de la Acción. Este tema es de vida o muerte especialmente si nos estamos refiriendo a los ejes de esa Teoría de la Acción que tienen que ver con su estrategia competitiva frente a otras organizaciones con objetivos simétricos u opuestos. Estas son nada menos que las organizaciones competidoras (directas o indirectas) en el mercado o simplemente rivales por la oposición de sus objetivos (proveedores, distribuidores, sector público o cualquier otro integrante de la Cadena de Valor).

Ser progresivamente más hábil para manejar los conflictos internos a través de los procesos de reflexión e indagación colaborativa, especialmente de indagación positiva (appreciative inquiry). Es decir, a través de los procesos de aprendizaje de “doble loop”, no sólo de aprender, sino de aprender a aprender y, aunque sea redundante, de aprender a desaprender.

Reducir los doble-vínculos (double-binds) que puedan sentir (afectar) algunos de los miembros.

Aumentar la conciencia compartida del propio sistema de aprendizaje y de la incidencia de la indagación positiva conjunta de ese sistema.

Sigo insistiendo que es imposible divorciar a los procesos de formulación y de ejecución de las estrategias organizacionales de los aportes de las ciencias cognitivas. Si hay un punto en el que quiero marcar mi principal foco profesional y académico y hasta de hobby personal (de esos con los cuales uno se fanatiza más que con el golf), ese punto es este. Además, esto es lo único que sé, de esto es de lo único que vivo y, además, me divierte y me fascina.



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