Open Door Policy: What does it mean to have an “Open Door Policy”?

Managers are often afraid of putting an “Open Door Policy” in place. The fear is that entry level employees will misinterpret how the ”Open Door Policy” is to be used, and monopolize valuable time with ridiculous complaints. This time waster results in lower production, which to upper management equates to enormous loss.


BusinessDirectory.com defines the ”Open Door Policy” as, “Management practice whereby all employees have direct access to the senior executives without going through several gatekeepers or layers of bureaucracy”. I personally like the MacMillan Dictionary definition, “a decision by someone in authority to make themselves available at all times for anyone who wants to talk to them”.

At Hess Business Professionals & Associates, I bring each of my associates on board with the understanding that I am always available to listen to their complaints and concerns. My focus is on encouraging them to play a proactive role in my firm and offer up suggestions that will help us grow as a team. Of course, I too waste valuable time managing complaints but it is a small sacrifice for me.

In my industry, the problem is often in communication. The interpretation of email communications and written documents is left up to the individual. Email can sound harsh when the intent is to ‘inform’, and before you know it, someone’s feelings are hurt.

The only way to avoid misinterpretation is to encourage each associate to pick up the phone when an issue arises whether it is from a client’s email or me personally instead of letting it brew. I cannot stop it from happening, but I can calm things down before they get out of control. The key is to address and resolve the problem.

Every situation is looked at as a learning opportunity; a chance to improve and to grow. With our “Open Door Policy”, I encourage associates to take control and respond only after they have had the opportunity to self-evaluate what has transpired. It is crucial to our relationship that tempers are controlled, gossip is eliminated, and we become a group that truly encourages one another accepting each other’s faults.

Not everyone is going to be content with this policy and a few will find fault regardless. However, the overall result is positive and a positive environment is what we should focus on creating. The “Open Door Policy” will build trust within our team and even employers will benefit by knowing that we operate a business that encourages its members to work in a balanced environment.