Latest / The Kathie Owen Perspective Podcast / 283. Undercover Boss (How to See What You're Missing)

Transcript

283. Undercover Boss (How to See What You're Missing) · The Kathie Owen Perspective Podcast

• 0:00
  There was a show called Undercover Boss, A CEO would put on a disguise walk into their own company as an employee, and for the first time they would see.
• 0:10
  The truth.
• 0:11
  Not the version presented in meetings, not polished reports, the real version.
• 0:18
  How managers actually treated people, what employees really thought, what was working and what wasn't, and almost every time they were shocked.
• 0:30
  But here's the part that matters.
• 0:32
  Nothing changed in the company.
• 0:34
  The only thing that changed was psychological safety.
• 0:38
  Leadership wasn't in the room, so people stopped performing and they told the truth.
• 0:45
  And this doesn't just happen in companies, it happens in families.
• 0:49
  It happens in relationships.
• 0:51
  It happens in social circles.
• 0:53
  Anywhere people don't feel safe to be honest.
• 0:57
  They adjust, they filter, they perform.
• 1:01
  They say what keeps the environment stable.
• 1:04
  And the truth, it goes underground.
• 1:07
  Welcome to the Kathie Owen Perspective Podcast, where we look at human patterns under pressure and how those patterns quietly shape leadership, culture, and decision making.
• 1:18
  Because what determines outcomes is not just strategy, it's behavior, human behavior.
• 1:26
  My name is Kathie Owen, and I am a private consultant, and I work with founders, CEOs, and leadership teams.
• 1:33
  usually when something feels off and they can't quite name it, but they know something isn't right.
• 1:40
  And what I do is observe human patterns under pressure, not what people say they're doing, what's actually happening.
• 1:48
  And a big part of how I develop this lens came through corporate wellness because corporate wellness gives you something most roles don't.
• 1:57
  Access.
• 1:58
  Access to every level of a company.
• 2:00
  Executives, managers, frontline employees, and when you're in that position, people talk.
• 2:07
  They tell you what's really going on, not in a formal setting, in a real conversation.
• 2:14
  That's where I started to see the gap.
• 2:17
  Between what leadership believes and what people actually experience.
• 2:23
  Now, here's where this gets interesting because companies love the idea of undercover boss, but they treat it like entertainment instead of recognizing it's actually a function, a necessary function inside a healthy organization.
• 2:41
  Every company needs someone who can do this, someone who can see what's happening when leadership isn't present, hear what people won't say in meetings, and identify these patterns under pressure before they turn into problems.
• 2:59
  You can hire a consultant to do that.
• 3:01
  This is one way.
• 3:03
  But you can also build this into your organization through a chief people officer or equivalent role if it's done correctly.
• 3:13
  And I want to be very clear here, this is not human resources.
• 3:18
  Human resources operates inside policy, and policy does not create psychological safety.
• 3:26
  In many cases, it does the opposite.
• 3:29
  It teaches people what not to say.
• 3:31
  It reinforces caution.
• 3:33
  It manages risk.
• 3:35
  Because it doesn't surface truth.
• 3:39
  This role is different.
• 3:40
  This person is not there to enforce.
• 3:44
  They are there to observe, to listen, to identify these patterns, to understand.
• 3:52
  Behavior under pressure, and most importantly, they are not operating inside internal politics.
• 4:00
  They are reporting clearly, often directly to leadership or even the board because if this role gets pulled into the system, it loses its value.
• 4:12
  And this is where companies miss it.
• 4:14
  They think this is a nice to have benefit.
• 4:18
  It is not.
• 4:19
  This protects enterprise value because when these patterns go unseen, they turn into disengagement, turnover, poor decision making, cultural breakdown, missed opportunities, and eventually they show up in the numbers, but by then they've been there for a while.
• 4:41
  Your people are not a line item.
• 4:45
  They are your greatest asset and also your greatest risk.
• 4:51
  I've seen it happen.
• 4:52
  Depending on how they experience your company, because what they experience is what your customers experience.
• 5:01
  It affects who you hire, who stays, who checks out, how decisions get made, how your company actually operates, not on paper in reality.
• 5:13
  Now, if you're listening to this and thinking, well, where do I even start with this?
• 5:17
  Kathie, I'm so glad you asked.
• 5:20
  Start Simple.
• 5:23
  Ask.
• 5:24
  Through a well-designed, anonymous assessment because when people feel safe, they tell the truth, and when they don't, they perform.
• 5:34
  Most companies already do surveys and most of them fail because people don't trust them.
• 5:40
  They're not truly anonymous.
• 5:42
  They're run inside internal systems.
• 5:44
  They're interpreted through bias.
• 5:47
  So people adjust.
• 5:48
  And leadership gets a filtered version of reality.
• 5:54
  But when you do this correctly, patterns started to emerge.
• 5:58
  You begin to see where trust breaks, where communication filters, where leadership shifts under pressure.
• 6:05
  And once you see it, you can go observe it in meetings, in conversations, in decisions, in actually working with your employees.
• 6:16
  Because behavior tells the truth faster than any report.
• 6:22
  And again, this isn't just business.
• 6:25
  You've seen this in your own life, in families where one voice dominates, in relationships where honesty is not safe, in social circles where people adjust to belong.
• 6:38
  It's the same pattern, just a different environment.
• 6:42
  So here's the question.
• 6:43
  Do you have a way to see what's actually happening inside your company when leadership isn't in the room?
• 6:50
  Because if you don't, you're not seeing the full picture and the cost of that is higher than most people realize.
• 7:00
  If you want to go deeper into this, I wrote a full blog post on this topic.
• 7:04
  There's a link to that in the show notes and description below, and it has additional resources including how to start uncovering these patterns inside your organization.
• 7:17
  I also have a book coming out called Human Patterns Under Pressure, where I break down this even further.
• 7:24
  What it looks like inside companies, families, and everyday life, and I will have a link to that in the show notes and description below as well.
• 7:35
  I trust that you found today's episode helpful, and if you know someone who needs to hear this share it with them.
• 7:41
  Because most people are operating inside these patterns without realizing it, and once you see it, you can't unsee it.
• 7:50
  All right.
• 7:51
  Thank you for being here, and I'll see you in the next episode of the Kathie Owen Perspective Podcast.