Our department heads frequently drop major operational issues into the customer or employee headlines section, wrapping them in positive language to make them sound like simple updates so they can avoid the scrutiny of a full IDS® session. How do we instantly spot and redirect these Trojan horse headlines?

Question

Tyler Smith · Accepted Answer

This is a classic avoidance tactic. Leaders often present a major failure as a headline to control the narrative and keep it off the Issues List. For example, they might say a key account manager resigned but frame it as an opportunity to restructure the department. That is not a headline. That is a massive operational issue disguised as a positive update. The facilitator must be ruthless here. The moment a headline is shared that contains underlying friction, risk, or strategic impact, the facilitator must stop the speaker. Do not let them tell the story or explain the solution they are working on. Instead, simply say that sounds like it needs to go on the Issues List. Drop it directly into the IDS® section and move to the next headline. Explain to the team that a headline is meant to be a quick, one-sentence data point to keep everyone connected. If a headline requires more than ten seconds of explanation or involves a change in personnel, client status, or process consistency, it is an issue. By instantly dropping these items into IDS®, you remove the incentive for leaders to use the headlines section to hide problems. You ensure that the leadership team actually solves the root cause of the friction rather than accepting a polished, sanitized version of reality.