Tag: problems

Responsibility avoidance

FabrizioLeave a comment

Companies have plenty of sacks of responsibility avoidance. They exist and grow in the space between two poorly designed processes, or between well designed processes that are way past their best before date.

In a way, it’s impossible to avoid. Companies will get to a point where, to a given issue, different people will answer systematically with: it’s not my responsibility.

But if you don’t leave enough space for those who care enough to actually do something about the issue, that’s where the real failure is.

When emotions are involved

FabrizioLeave a comment

When a person comes to you with a problem, pointing at the fact that they are the reason behind the problem is not going to set them at ease or help them get past it.

When a customer comes to you with a problem, telling them that their behaviour is why the problem exist is not going to set them at ease or help them get past it.

Reality and facts are really of little help when emotions are involved.

Arguing

FabrizioLeave a comment

An argument can mean nothing. Or it can be the end of a relationship.

But one way or the other, be the first one to say I am sorry. Because that’s the only possible gateway to whatever comes next. Because that gives both the parties the chance to save their face. Because, most likely, that’s exactly how you feel.

Sorry.

The edge

FabrizioLeave a comment

A 3-step way to establish a new, healthy professional relationship.

Start with “here’s what we are dealing with”. Be thorough and fully honest. Unearth everything and establish authority by showing that you are not afraid to face facts.

Continue with “here’s what we are going to do about it”. Think in incremental steps rather than big reveals. Be detailed, put everything on a calendar, and use some system to assign responsibility.

Finish with “here’s what can go wrong”. No idea, plan, or project is flawless. And you know that many things can and will go wrong. Just put them out there, be on top of it.

Deep care

FabrizioLeave a comment

If you want to change something you deeply care about, you ought to be able to love what’s good in it.

The bad is going to kill your motivation before it gets better, so it’s important to reinforce the reason why you are in it.