Let's say a random issue arises. Three parties involved (in this case I'm breaking it down to carrier, equipment, and end user). The answer to the problem lies somewhere within one of the three parties, or some combo of them. How do you approach this issue?
Do you:
A) Immediately assign blame, based on no actual facts?
B) Think to past events and try to see commonalities in this problem and any past issues?
C) Start at the "Is the power on" beginning, and try to troubleshoot with little to no assumptions or emotion?
I'm a big fan of option C. I seem to often be in a minority.
Option A is, of course, the most counterproductive option. The ability to troubleshoot all three parties requires flexibility and the desire to fix. The desire to assign blame, in my experience, creates an environment of hostility, defensiveness, and lost focus. Angry, unhappy people generally use Option A....some even enjoy the problem. These people are the types that smile while at funerals. I detest these types.
Option B is a decent approach, but can create some issues also. X+Y=Z does not always add up. It is in our nature to connect seemingly related things. This, however, can slow down the real fix if your perceived connection is incorrect. Use it, but sparingly.
Option C is the best approach. Once fault is uncovered feel free to assign blame, but for now, fix the problem. Take ownership and approach the situation with one simple desire...to fix.
Do you:
A) Immediately assign blame, based on no actual facts?
B) Think to past events and try to see commonalities in this problem and any past issues?
C) Start at the "Is the power on" beginning, and try to troubleshoot with little to no assumptions or emotion?
I'm a big fan of option C. I seem to often be in a minority.
Option A is, of course, the most counterproductive option. The ability to troubleshoot all three parties requires flexibility and the desire to fix. The desire to assign blame, in my experience, creates an environment of hostility, defensiveness, and lost focus. Angry, unhappy people generally use Option A....some even enjoy the problem. These people are the types that smile while at funerals. I detest these types.
Option B is a decent approach, but can create some issues also. X+Y=Z does not always add up. It is in our nature to connect seemingly related things. This, however, can slow down the real fix if your perceived connection is incorrect. Use it, but sparingly.
Option C is the best approach. Once fault is uncovered feel free to assign blame, but for now, fix the problem. Take ownership and approach the situation with one simple desire...to fix.
Comments