Re: Ruffled Feathers

[Tom Murrell <trmurrell -at- yahoo -dot- com>]

John Fleming didn't follow proper protocol--may not have been aware of it--in
getting early help and comments from an SME. Now he wants to know how to
unruffle the feathers that got out of place as a result of his protocol faux
pax.

I find that apologizing works wonders. Walk right up to the person who is
feeling agrieved by your actions and apologize. "I'm sorry I didn't follow
proper protocol in sending my document to an SME for comments."

It doesn't matter whether or not you knew what the proper way to do things was.
It doesn't matter that you think the proper way to do things is stupid (I do).
It doesn't matter that, technically, you may not have violated
process/procedure/protocol in this matter because it wasn't even a first draft.

There's something magical about a preemptive apology. It takes all the steam
out of the other party's argument. They suddenly find themselves groping to
both forgive you and to slough off the incident as no big deal. (And it's kind
of fun to watch them, all geared up for a fight, morph as they hear a total
capitulation.)

Submitted for your consideration,

=====
Tom Murrell
Lead Technical Writer
Alliance Data Systems
Columbus, Ohio
mailto:trmurrell -at- yahoo -dot- com
Personal Web Page - http://home.columbus.rr.com/murrell/

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