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Ask People What They Need... What Now? | Applying Human & Organizational Performance (HOP)
- The HOP Nerd
- Apr 30
- 5 min read
Tired of just talking about Human & Organizational Performance concepts and ready to actually do something? This series delivers concrete actions to operationalize HOP in real life...
So, If you've ever asked "Okay, I get the theory... What Now?," tune in as Sam guides you through the real steps where HOP meets reality.
On Today's episode, Sam asks: Ask People What They Need... What Now?
We've all been there. Rolling out a new procedure or process, telling people about the rules, conducting audits focused on compliance. The traditional safety playbook often feels like a one-way street: we figure out what's "safe" (or what we think is safe) from an office, write it down, and then tell people doing the actual work to follow the instructions. We operate in "tell mode."
But have you ever stopped to ask why, despite our best intentions, these top-down directives often fall flat? Why do we get pushback, workarounds, or that frustrating "malicious compliance?"
Maybe it's because simply telling people what to do misses the point entirely. It ignores the deep expertise of those on the front lines, it can trigger immediate resistance, and critically, it fails to address the real challenges and barriers they face every single day. The procedure might be clunky, the tools might be subpar, the time pressure might make the "safe way" seem impossible. Just telling someone to "follow the rule" doesn't fix any of that.
The Power Shift: From Telling to Asking
There's a fundamental shift we need to make, a core principle from Safety Differently: Instead of telling people what to do, ask them what they need.
It sounds deceptively simple, but the impact is profound. When you genuinely ask "What do you need?," you:
Respect and Leverage Expertise: You acknowledge that the people doing the work know the work best.
Build Ownership & Collaboration: You invite people into the problem-solving process, making them partners, not just rule-followers.
Uncover Real Obstacles: You find out about the hidden roadblocks, resource gaps, and system issues that actually prevent efficient, safe, effective work.
Enable Success: You shift the focus from merely (attempting) to control behavior to actively creating the conditions for things to go right.
Okay, Makes Sense... But What Now?
Understanding the principle is one thing; putting it into practice is another. Here are 5 ideas for actions you can take to move from telling to asking:
"What Now?" Action 1: Conduct "What Do You Need?" Audits
Put aside the standard compliance checklist temporarily. Go talk to teams performing specific tasks or processes. Frame your questions around their needs: "Looking at this job, what specific resources, tools, information, training, or support do you currently need to perform this reliably and safely?" Focus your "audit" on identifying these needs and resource gaps, rather than deviations.
"What Now?" Action 2: Co-Design Resources, Not Just Rules
Involve the end-users from the very beginning when creating or updating procedures or guidelines. Don't just ask for feedback at the end; make it a collaborative design process. Frame the outputs as resources designed to help them succeed. Ask: "What information would actually be most helpful to you in this situation?" and "How can we format this so it's genuinely useful and clear during the task, not just another piece of paper?"
"What Now?" Action 3: Implement a pathway for "Barrier Removal"
Your people often know exactly what systemic issues are making work difficult or unsafe. Create a straightforward, easily accessible way for anyone to flag these barriers (e.g., broken equipment, confusing procedures, conflicting goals, unrealistic schedules) and state what they need to overcome them. This could be a simple online form, a dedicated email, or even a physical box. Crucially: You must have a transparent feedback loop showing these requests are received, considered, and acted upon, or the system will quickly die.
"What Now?" Action 4: Try Reverse Performance Reviews (Focusing on Support)
Let's flip the traditional "one-way street" performance reviews on their head. Instead of solely evaluating people on their performance (what they do for the company), create opportunities (formal or informal) for workers to evaluate the support they receive from the organization (how the company set them up for success). Ask questions aimed at understanding their needs from leadership and the system: "What support related to your work do you need from management/supervision/organization that you feel you're not currently getting?" or "What organizational factors – scheduling, maintenance, conflicting priorities – make it challenging for you to work safely?"
"What Now?" Action 5: Run Resource-Focused Pre-Task Briefings
Evolve your toolbox talks, JSAs, or pre-job briefs beyond just listing hazards and rules. While hazard identification is important, dedicate significant time to a forward-looking, resource-focused discussion with the team: "Looking at the task ahead, what specific resources, information, equipment checks, or clarifications do we need right now to make sure this goes smoothly and safely? What potential roadblocks or tricky points do we anticipate needing support with?" Turn it into a proactive planning session focused on ensuring the team has what it needs before they start.
The Real Shift
Moving from a "telling" culture to an "asking" culture requires more than just changing your questions; it requires a shift in mindset. It demands genuine curiosity about work-as-done, trust in your people's expertise, and viewing your role less as an enforcer and more as a facilitator and provider of necessary resources.
Start small. Pick one of these actions and try it this week. The next time your instinct is to tell someone what to do, pause. Ask them what they need instead. You might just unlock the solutions you've been looking for.
Need a hand navigating your Human & Organizational Performance journey and putting these principles into practice? GET IN TOUCH!
Get in touch with Sam Goodman
+1 480-521-5893
Sam Goodman is the founder and independent Human and Organizational Performance practitioner of The HOP Nerd LLC. He is the creator of Starting Points Operationally Curious Questions, a simple and easy way to begin pre-event learning. He has also authored multiple books focused on Human & Organizational Performance, the safety of work, and the safety profession, such as "Aren't You Curious? The Operationally Curious Leader," "10 Ideas to Make Safety Suck Less," Safety Sucks," and more. Sam is also the host and producer of The HOP Nerd Podcast. He is an experienced safety and HOP practitioner, accomplished author, passionate speaker, and respected consultant and coach.
Sam brings extensive, hands-on HOP experience from a wide array of sectors, including commercial nuclear generation, utilities, construction, manufacturing, energy, healthcare, and transportation. He has partnered with numerous organizations, guiding them in the practical application and integration of HOP methods. His impact is demonstrated through initiatives like the 'Starting Points' card deck, which alone has reached hundreds of organizations, deploying thousands upon thousands of decks to facilitate learning. Whether you're just starting or looking to deepen your HOP implementation, Sam possesses the flexibility, passion, and expertise to guide your organization's journey.
Sam offers the flexibility, passion, and know-how to help your organization begin, or go further on its HOP journey.
Keywords: Human & Organizational Performance, HOP, Safety Differently, New View, People are the Solution, Work Insights, Learning from Normal Work, Frontline Expertise, Solution Teams, Worker Empowerment, Incident Investigation, Learning Reviews, Context, System Thinking, Adaptive Practices, Positive Deviance, Psychological Safety, Feedback Loop, HOP Actions, HOP Principles, Operational Curiosity
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