"It is not my job!"
You will hear this phrase all the time in the midst of a change or a problem. It is a universal response to avoid blame . Blame is avoided because accepting it will mean change may follow. And change is scary for a lot of people. There is a sense of control, and knowing what to expect from the day when it is consistent with the day before. When a person is faced with blame their internal consistency of feeling like they are doing a good job is disrupted. Humans strive for internal consistency because it makes us comfortable. Even if a persons entire job is in support of a broken policy... They feel ok with it because at least they know what is expected of them. Besides why question a policy? "It isn't their job to question the policy" They feel safe by doing things the same forever. Until someone (usually a customer) starts expecting more from them. Consistency gets disrupted when expectations feel challenged. In most 9-5 jo...