Breakdowns
Often, as with my MU TANG experi-
Breakdowns (failures of processes to progress or ence and perhaps with the one you are con-
function as intended) naturally occur in interac- sidering, the only data we have are memories.
tions. An effective interaction includes the fol- Much can be learned from memory data, espe-
lowing characteristics: cially if we discuss it with a partner. This is a good
place to start.
The plan developed in the inter-
However, our memories are poor recorders of
action is implemented.
the specifics of interactions, especially ones that do
The results of the plan stand up to
not go well. Video is much better and is now read-
ily accessible, given the advent of digital cameras.
scrutiny by stakeholders who were
What is still difficult about video is the anticipation
not involved in the interaction.
of painful viewing. A way to manage this discomfort
Your client regards you as a valuable
is to watch the video with a trusted colleague.
resource for future similar interactions.
The coaching process is an analysis of your
memory or video data. There are three aspects of
Interim breakdowns in the MU TANG experi-
an interaction to consider: interpersonal, intraper-
ence were my disdainful reaction to Derek’s input,
sonal, and technical.
my choice to ignore the input rather than explore
Has a healthy relationship been explicitly created?
its validity, and his choice to adopt the tenet that
If not, what was missing?
“discretion is the better part of valor.” Yes, staying
Were any of your attitudes, feelings, or emotions
in the conversation would have been tough for
serving as barriers to effectiveness?
Derek; interactions that involve speaking “truth to
power” are always tough. The final breakdown was Was the technical information you gave
the loss of the “S.” or received clear, complete, accurate,
Big breakdowns generally are preceded by
and concise? Did you verify this? If not,
smaller ones. When smaller breakdowns are not
what barriers kept you from doing so?
addressed, they tend to cascade until a breakdown
finally occurs that is too big to be ignored. A useful coaching activity is to identify a break-
What is useful after a breakdown occurs? down you want to address. Then, look at video of
Recover and learn. Before we can learn, we must the three minutes immediately preceding the break-
first recover. Here are five steps that, in my experi- down for early warning signs. If you are working
ence, lead to recovery: with memory data, discussing this time period with
your partner is often useful.
1. Recognize a breakdown has occurred.
For me, getting annoyed with Derek was an early
warning sign that I was about to unconsciously dis-
2. Acknowledge your part in it.
miss his input, rather than consciously consider it.
From this, I learned a strategy to implement: When
3. Pinpoint exactly what the break down
I feel myself getting annoyed, I pause to identify
is from the perspective of both participants.
the source of my vulnerability and then address it.
For example, I could have suggested we check out
4. Identify what must be done to resolve it.
which letters were loose.
Implementing this strategy has helped me stay in
5. Do it!
the conversation longer—a large return for the cost
of a single “S”!
Perhaps the most critical activity here is acknowl-
edging your part in the breakdown and shifting your
What’s Next?
attention from “Whose fault is this?” to “How did
An article can introduce ideas, but only people can
this happen?” This opens the door, first to recovery
implement them. What will you do with the ideas
and then to learning.
presented here? I hope you will find a partner and
Improvement
explore how to be more effective in your professional
life. This is important, as statistical thinking has an
To improve interactions, gather data about a break-
indispensable role to play in addressing the chal-
down; analyze these data to generate possible
lenges of our time.
actions or attitude shifts that may address the situ-
Please email me at
zahn@stat.fsu.edu with any
ation more effectively in the future; implement a
questions or comments you have about this article
new action or attitude, observing the results; assess
or the interaction you have been considering while
what worked or did not work; and apply these
reading it. Let’s talk! n
insights to your next interaction.
SEPTEMbER 2009 AMSTAT NEwS 33
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