Pegs Bailey reflects on the importance of relationships and trust in delivering public services, and the importance of investing in training and skills to do this work well.
I am losing count of the conversations I have had, and academic papers I have read, which talk about the critical role of relationships and trust when it comes to delivering public services.
It is a truism we experience daily.
I have watched important cross-sectoral projects nosedive because a key individual went on long-term sick, and great ideas take off because of a change in leadership.
I have seen projects fly on the back of golfing pals having a chat on the course. And I have seen them crash because of inter-organisational narratives of mistrust.
And of course, when you talk to people who have received support from public services it is almost always the quality of the relationship and trust with a key person which is the thing they say made the most difference.
Scottish Government’s Public Service Reform Strategy, the Scottish Approach to Service Design and multiple policy agendas (employability included) all talk about collaboration, integration and engagement with communities and citizens. All of which rely on relationships and trust.
This is the reality we are all working in, but somehow these qualities, and the skills needed to support them, are rarely factored into our systems, structures and training.
I wonder if this is because we tend to think of relational working as being either innate or all ‘a bit fluffy’.
In my experience it is the exact opposite.
Working in a relational and trust-building way can be tough. It requires us to pay attention to what we are bringing to the table, not what others need to do differently. It asks us to notice where our own ego might be getting in the way, or where we are slipping into habitual stories of ‘them’ and ‘us’.
To work relationally we need to be able to turn towards the uncomfortable and sometimes hidden narratives which are driving behaviours in our organisations and ourselves. We need to be willing to have difficult conversations with our partners when things have gone wrong, and to receive feedback from others when we could have done better ourselves.
Crucially we also need to reach out BEYOND those we find it easiest to work with, so that we are connecting with as many relevant perspectives as possible.
None of this is fluffy, or easy.
It is hard, uncomfortable and even scary at times. Collaboration and building relationships and trust across divides requires more than good intentions, it takes skill and personal strength.
BUT when people work in ways which centre these skills then it genuinely saves money and improves efficiency, effectiveness and integration of services.
So what can we do about it?
At a structural level there are some simple actions. We can:
- value meeting in person and failing that…
- take time in online meetings to get to know one another through allowing time for the ‘coffee break moments’ to happen
- host meetings in ways which allow all to feel ownership of the agenda and contribute without fear or favour
We can also think about how we fund and plan our projects so that the time to build relationships of trust are factored in to both delivery and evaluations.
I have recently been re-inspired by Brene Brown’s work on trust and BRAVING from 2016 which is well worth 10 minutes out of your day.
BUT fundamentally, it is no good telling people to collaborate if you don’t give them skills to do it well.
If we are serious about improving collaboration, value for money and effectiveness, then it is time we got serious about investing in relational skills at all levels of our organisations.
Luckily there are lots of different learning we can build on and be inspired by out there. I have popped some links to work I am aware of below.
Welsh Government Mindfulness, Neuroscience and Behaviour Change Programme for growing skills collaboration (available below)
Leadership Academies run by Columba 1400 across Scotland
Thempra run a variety of quality courses on co-production and relational leadership.
Thistle Foundation Good Conversations Training for both frontline and strategic work
If you are interested in having a conversation about how we grow relational skills across all elements of public services in Scotland then please get in touch via my linked in page – this is a conversation I feel we need to keep having.