Defending Vs. Solving

You have done an alright job but the client feels the software build he has got is crappy and she’s angry with you and has already shoot your boss an escalation email.

Your boss calls you and you start giving information that is nowhere near to the facts but just your perception.

Your boss intervenes, communicates with the client and the client is pacified.

Have you ever thought about what your boss has done that you couldn’t?

You defended your stand while the boss focused on just one thing – solving the client’s problem. Through listening and empathizing.

Defending is easy. Solving is hard. The reason is simple – it is painful. The boss may be getting paid more because of many reasons but this is certainly an important one.