Point Lookout: a free weekly publication of Chaco Canyon Consulting
Volume 18, Issue 35;   August 29, 2018: Please Reassure Them

Please Reassure Them

by

When things go wildly wrong, someone is usually designated to investigate and assess the probability of further trouble. That role can be risky. Here are three guidelines for protecting yourself if that role falls to you.
RMS Titanic departing Southampton on April 10, 1912

RMS Titanic departing Southampton on April 10, 1912. Widely acclaimed as "practically unsinkable," she sank in the early hours of April 15, on her first crossing of the Atlantic. Even the word practically couldn't sufficiently protect the prognosticators from risk. Photo by F.G.O. Stuart (1843-1923), courtesy Wikipedia.

You're working on a high-risk project, and the VP of Marketing wants you to reassure the product manager that you'll meet the promised delivery date. Or you've been tasked to find out why one of the company's products was recalled, and the CEO wants to know whether a repetition could ever happen. Or some other embarrassing event has occurred, and it has fallen to you to find a path forward. Isaac, who was in the lead of whatever unit got into such a mess (if the event is in the past), or who is in the lead of the unit that could create a future mess, has asked you to "please reassure them," that everything will be OK and all is well.

Isaac has given you his word that all will be well. That's nice, but very far from good enough. If you do as Isaac asks, your career is at risk.

Here are some guidelines for avoiding your own entanglement in the looming failure you've been charged with investigating.

Understand your personal risks
Although your role as investigator is legitimate on the surface, it's possible that your real task is to provide the answer almost everyone wants: everything will be OK. If there's strong evidence that everything will be OK, the risk to you is small. But unless you have access to independent, objective expertise, or unless you're qualified — and permitted and able — to assess the evidence yourself, you'll be relying on the judgments of others if you declare the situation under control. That could be a very risky act indeed.
Nobody can predict the future
Assurances Although your role as investigator
is legitimate on the surface, it's
possible that your real task is to
provide the answer almost everyone
wants: everything will be OK
of the 100% kind about future events, from absolutely anyone, no matter how respected or expert, are so much bilge water. Nothing about the future is 100% predictable. There's always a small chance of the unexpected occurring. The Titanic was widely believed to be "practically unsinkable."
When you receive such 100% assurances, ask probing questions of the person providing the assurances. Start with, "How can you be 100% certain of anything involving the future?" And get their responses in writing. Such things look a whole lot dumber in print than they sound in person.
Be judicious in your reporting
If you can't persuade Isaac to be more circumspect, then gather enough information to provide a foundation for a report along the lines of, "They seem convinced that all will be well, but I couldn't find hard data strong enough to support their claims."
You probably aren't free to refuse to pass Isaac's claims along, but you're certainly free to include your own assessment along with Isaac's claims. In formulating your own assessment, be careful to restrict it to facts. Unless you have justification, you really can't say that Isaac's claims are false. But you probably can say that you haven't found support for Isaac's claims.

When you do provide the result of your investigation, take care to be explicit if you're merely passing along the judgments of others. Express your projections in terms of probabilities, quantified to the extent possible. If you can supply percentages, do so, but otherwise use phrases like, "strong likelihood," or "small chance." For example, you could say that there's a 90% chance that things are OK.

If in your judgment a report about the uncertain future is required to make predictions without reference to probabilities or chance, there's an elevated likelihood that you've been cast in the role of someone to be blamed in case all does not go well. Go to top Top  Next issue: Columbo Strategy  Next Issue

303 Secrets of Workplace PoliticsIs every other day a tense, anxious, angry misery as you watch people around you, who couldn't even think their way through a game of Jacks, win at workplace politics and steal the credit and glory for just about everyone's best work including yours? Read 303 Secrets of Workplace Politics, filled with tips and techniques for succeeding in workplace politics. More info

Your comments are welcome

Would you like to see your comments posted here? rbrenuQKLUMsVubCpqOpqner@ChacCCvpZbzKGsgliMGNoCanyon.comSend me your comments by email, or by Web form.

About Point Lookout

Thank you for reading this article. I hope you enjoyed it and found it useful, and that you'll consider recommending it to a friend.

Point Lookout is a free weekly email newsletter. Browse the archive of past issues. Subscribe for free.

Support Point Lookout by joining the Friends of Point Lookout, as an individual or as an organization.

Do you face a complex interpersonal situation? Send it in, anonymously if you like, and I'll give you my two cents.

Related articles

More articles on Workplace Politics:

Washington Irving, American author, 1783-1859Extrasensory Deception: I
Negotiation skills are increasingly essential in problem-solving workplaces. When incentives are strong, or pressure is high, deception is tempting. Here are some of the deceptions popular among negotiators.
Monarch butterfly (top) and Viceroy (bottom)Deceptive Communications at Work
Most workplace communication training emphasizes constructive uses of communication. But when we also understand how communication can be abused, we're better able to defend ourselves from abusive communication. One form of abusive communication is deception.
An outstanding example of the Utility Pole anti-patternThe Utility Pole Anti-Pattern: I
Organizational processes can get so complicated that nobody actually knows how they work. If getting something done takes too long, the organization can't lead its markets, or even catch up to the leaders. Why does this happen?
A Mustang GT illegally occupying two parking spaces at Vaughan Mills Mall, OntarioNarcissistic Behavior at Work: III
People who behave narcissistically tend to regard themselves as special. They systematically place their own interests and welfare ahead of anyone or anything else. In this part of the series we consider how this claimed specialness affects the organization and its people.
A question markI Don't Understand: I
When someone makes a statement or offers an explanation that's unclear or ambiguous, there are risks associated with asking for clarification. The risks can seem so terrifying that we decide not to ask. What keeps us from seeking clarification?

See also Workplace Politics and Effective Communication at Work for more related articles.

Forthcoming issues of Point Lookout

A meeting held in a long conference room.Coming July 8: Multi-Expert Consensus
Some working groups consist of experts from many fields. When they must reach a decision by consensus, members have several options. Defining those options in advance can help the group reach a decision with all its relationships intact. Available here and by RSS on July 8.
A dictionaryAnd on July 15: Disjoint Concept Vocabularies
In disputes or in problem solving sessions, when we can't seem to come to agreement, we often attribute the difficulty to miscommunication, histories of disagreements, hidden agendas, or "personality clashes." Sometimes the cause is much simpler. Sometimes the concept vocabularies of the parties don't overlap. Available here and by RSS on July 15.

Coaching services

I offer email and telephone coaching at both corporate and individual rates. Contact Rick for details at rbrenuQKLUMsVubCpqOpqner@ChacCCvpZbzKGsgliMGNoCanyon.com or (650) 787-6475, or toll-free in the continental US at (866) 378-5470.

Get the ebook!

Past issues of Point Lookout are available in six ebooks:

Reprinting this article

Are you a writer, editor or publisher on deadline? Are you looking for an article that will get people talking and get compliments flying your way? You can have 500 words in your inbox in one hour. License any article from this Web site. More info

Public seminars

The Power Affect: How We Express Our Personal Power

Many The Power Affect: How We Express Personal Powerpeople who possess real organizational power have a characteristic demeanor. It's the way they project their presence. I call this the power affect. Some people — call them power pretenders — adopt the power affect well before they attain significant organizational power. Unfortunately for their colleagues, and for their organizations, power pretenders can attain organizational power out of proportion to their merit or abilities. Understanding the power affect is therefore important for anyone who aims to attain power, or anyone who works with power pretenders. Read more about this program.

Bullet Points: Mastery or Madness?

DecisBullet Point Madnession-makers in modern organizations commonly demand briefings in the form of bullet points or a series of series of bullet points. But this form of presentation has limited value for complex decisions. We need something more. We actually need to think. Briefers who combine the bullet-point format with a variety of persuasion techniques can mislead decision-makers, guiding them into making poor decisions. Read more about this program.

Follow Rick

Send email or subscribe to one of my newsletters Follow me at LinkedIn Follow me at Twitter, or share a tweet Subscribe to RSS feeds Subscribe to RSS feeds
The message of Point Lookout is unique. Help get the message out. Please donate to help keep Point Lookout available for free to everyone.
Technical Debt for Policymakers BlogMy blog, Technical Debt for Policymakers, offers resources, insights, and conversations of interest to policymakers who are concerned with managing technical debt within their organizations. Get the millstone of technical debt off the neck of your organization!
Go For It: Sometimes It's Easier If You RunBad boss, long commute, troubling ethical questions, hateful colleague? Learn what we can do when we love the work but not the job.
303 Tips for Virtual and Global TeamsLearn how to make your virtual global team sing.
101 Tips for Managing ChangeAre you managing a change effort that faces rampant cynicism, passive non-cooperation, or maybe even outright revolt?
101 Tips for Effective MeetingsLearn how to make meetings more productive — and more rare.
Exchange your "personal trade secrets" — the tips, tricks and techniques that make you an ace — with other aces, anonymously. Visit the Library of Personal Trade Secrets.
If your teams don't yet consistently achieve state-of-the-art teamwork, check out this catalog. Help is just a few clicks/taps away!
Ebooks, booklets and tip books on project management, conflict, writing email, effective meetings and more.