January 9, 2026 at 12:00 am
Comments posted to this topic are about the item Where Your Value Separates You from Others
January 10, 2026 at 12:07 am
I consider myself to be someone who can work well with customers. In my previous job, our IT staff was two people. When I had to speak with one of my coworkers, who was a user of our application, I would go to their office and give them time to vent. Sometimes they were angry at something the app was doing. They had to tell me how bad it was, how they felt about what it thought about them, etc. I learned that trying to rush them never worked. I'd wait up to 30 minutes for them to get all the anger off their chest. Then, when they vented enough, I could go over what was wrong and work on a fix. That was actually one of my favorite things to do. I miss that.
In my current role I'm work in a larger IT group of about 200 people. Roles are finely divided. I no longer get to speak with the users, which is frustrating to me, because communication has to go up the chain to someone higher up, who will talk with someone at that level, who is in a higher managerial above the person with the problem. Then it goes down the chain, to get to the person with the problem, who will convey their response back up the chain, to the higher level where it can come back to me, when it goes down my chain. I don't understand this inefficient communication chain, but I do hear the, "you stay in your lane" attitude. I guess that's the way it works sometimes in larger organizations.
Rod
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