On my way to work this morning I began listenig to the "High C Manager Simple Downfall". As I drove down the interstate, I found myself getting antsy as M&M describe a lot of my behaviors. It was very insightful and re-affirmed that I really need to take the DISC test.
There is one item that I'm not sure how to handle. In the podcast, Mark had said not to give the improvements even when you see things will end up a bit messy. Part of me agrees with this, as I've learned more from messes my bosses let me create than my successes. On the other hand, if my boss sees that I could have prevented the "mess" and did not, I would be standing in very hot water.
I realize we have to gauge severity and exposure, but as a Service Desk Manager I also realize that each interaction with our customers is very critical. One "oh no" can wipe out months of work on chaning the perception of the team to the customer. Unfortunately, everyone in this company also seems to be very escalation proned. Any issues that come up and any push back, the individuals tend to escalate to their Director or VP.
Can anyone provide further clarification or guidance?