Managing Sticky Situations at Work

42 Managing Sticky Situations at Worktoe the line nor a Technical who is overly cautious. Steve wants tolaunch the call center quickly, and he wants full credit for it, desiringto get a jump on everyone else out there. He demands that Cynthiasay nothing. His fast-acting, competitive style suggests a Bold personalitytype. An Expressive would be more interested in talking Cynthiainto doing what he wants—persuading her—rather than orderingher. Knowing she is dealing with a Bold personality, Cynthia can formulateher SIJR Conversation in a firm but clear manner.SAY IT JUST RIGHT CONVERSATIONCynthia goes into Steve’s office first thing the next morning. Shecloses the door and sits down. ‘‘I’ve been thinking about what youasked me to do. I’m very concerned that you put me in a positionbetween what you want and my job with firm management.’’ (Specifiesthe problem.)Steve pulls at his cuffs and straightens his tie. ‘‘Cynthia, you workfor me, not firm management. You’ve known that from the beginning.Even though we are all part of this institution, we are farremoved from firm management. Your role is to serve IT, not to servethe whims of upper management.’’‘‘I know my role. I also know that I cannot do what you’ve asked ofme. My job depends on building trust so we can incorporate our technologyup the line and throughout the company. I’m stunned thatyou want me to put all that aside.’’ (Join feeling with fact.)‘‘I’m asking you to do your job.’’‘‘Listen, Steve. You’re not asking me to do my job. You’re askingme to betray firm management and go back on my word. I’m curiousto learn from you what other options there might be? Surely this is notthe only way to launch the call center.’’ (Invite the other person totalk.)Steve shifts in his seat. ‘‘It’s the only way to do it quickly. We canjump through all the hoops and get firm management on board, butthat will take months. I want this done fast.’’‘‘Let’s look at some other options. Firm management knows aboutthe call center. They approved the concept weeks ago. We can go tothem and explain how we have to change the passwords to make thesystem work. I’ll put my best tech people on developing protectionsso we don’t compromise our data. I can get on that immediately.Look, Steve, we might not make your deadline, but if we go this route,