"What is with you people?"
Calvin has been working on a project for his boss for months. The information for the report comes from all the other business units. He has been in contact with at least one representative from each unit to collect and analyze the data.
Calvin's boss continually changes what he wants and how he wants it. Calvin has to go back to the units to ask for more and different information.
Celia, one of the units' representatives snaps, and takes Calvin to task on this latest request. He needs to take the heat without "selling out" his boss, the process, or his unit. (15:30)
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Lessons Learned:
- Listen - "I really felt like he was hearing me, I had no where to go."
- Be truthful - Don't promise changes, resolutions or resources you can't honestly provide.
- Demonstrate your empathy - Calvin understood what he was asking was a burden on the business unit.
- Be prepared - If there alternatives, offer them. If there isn't, don't.
- Be unabrasive - Strong-arm tactics will not get you the result you need.
