No news is good news meaning, definition, examples, origin, synonyms

Many phrases are so commonly used that we actually start believing them! But, when these phrases lead to behavior that will degrade the cấp độ of service we deliver, service managers beware.

If you have sầu read any of my earlier articles, you know I prefer khổng lồ share stories or practical application of some of the theory we often learn about as service management professionals. I lượt thích to keep things simple và focus on the human, or emotional, side of service delivery. This article builds off my earlier article, Culture of Caring.

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Every day, I find myself in conversations around the office that I can set my watch to lớn. Some of the more common phrases I hear throughout the week are depicted below.

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These comments are typically followed by some sort of anecdotal reference lớn how overworked people are and how the work never ends. This might be a topic for another article, but I have often wondered if people would complain more if they had no work to lớn keep themselves busy, or how they would vày any of the things people feel they are missing out on without a job to fund their interests. But, lượt thích I said, adjusting attitudes might be a topic for another time.

Bachồng on the topic at h&, are these comments productive? Do they help us get work done better, vì chưng they build relationships, or get more done? Don’t get me wrong, small talk is not meant to lớn be so engaging that it improves the quality or output, và in most of cases, it just breaks the silence, right? But it does phối a tone và really does have sầu weight lớn your overall “service attitude.” Do you agree? Do you have sầu people in your organization who always complain until Friday? Does the small talk become more than just passing comments? In my experience, it does. In my experience, the correlation between those speaking about the “I wish I never had to lớn be here” comments và chất lượng relationship building are locked together TIGHT! In fact, there is also a cthất bại correlation lớn the overall unique of work. These team members typically don’t communicate well with team members either and create a gap in how knowledge is shared. It makes you start going through your team members & thinking about this doesn’t it!?

This article is not so much on how small talk turns inkhổng lồ unproductive sầu behaviors, although I could continue lớn write on this topic. This article considers those with generally good attitudes and how a comtháng phrase drops service delivery inkhổng lồ the “adequate service” performance category compared to propelling service delivery lớn “exceptional.” Since we all have sầu a strategy phối khổng lồ continually improve, this should resonate well with you.

“No news is good news.”

Sounds simple & innocent enough, right? Not so fast. Let’s think about this a bit và consider the ripples a statementehavior lượt thích this has on our ability lớn continually move sầu towards exceptional service.

The definition of this phrase, retrieved from Writing Explained, simply means “If you bởi not hear that something bad has happened, it is probably because nothing bad has happened.” There should be a few words in this definition that stand out lớn you. Words like “if” or “probably” vì not seem khổng lồ be a conjunction or adverb you want khổng lồ see when you are talking about “bad” things happening. As much as we, as service leaders, want khổng lồ predict the future, we know we cannot. But we know we need our services to be predictable. Anything that is “probable” needs lớn be considered “expected,” và since bad news may be “probable” we should, well, be very concerned.

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If I lost you completely with that last statement, that’s OK. I will clarify!

Applying the theory around “No news is good news” to other industries providing a service would seem absurd, although we probably all have examples where this was or was not assumed & we preferred the latter! What if project managers only communicated to lớn stakeholders when someone asked for help or reported an issue? The Agile methodology helps prevent this, but still does not subscribe lớn this phrase. What about your doctor’s office? Say you had a cancer screening, but the test was negative (i.e., no sign of any cancer). Assuming you are OK doesn’t make you feel very confident. Knowing you are OK is what I would need! My last example would be from your auto mechanic. Having them only answer questions that you asked would be so frustrating wouldn’t it? Unless you knew enough to ask about tire wear, fluid unique, etc., how would you know the warning signs khổng lồ a failure? “We turned your oto on & everything came on fine, no noise is good news.” YIKES!

Do we treat those we are supporting lượt thích this? Think about this for a second. I bet you can reĐiện thoại tư vấn instances within the last week where you had an incident and when verifying if everything was good someone (maybe even YOU) said something like “No issues reported, all good.” Be honest! This wouldn’t be the worst assumption we could make, but it sure doesn’t instill confidence or build relationships with those we are supporting.

I vày think this is a growing issue across IT organizations as the complexity grows with the services we tư vấn, multiple integrations across multiple platforms, và the expansion of services into the cloud. We simply struggle to lớn grasp all of the points of failure & lớn understand the business impact of all of these services. How could we get away with even the smallest of assumptions? Our business partners need us lớn compensate for these assumptions by talking with them, partnering on communication, và consistently verifying things are good.

Let’s talk about this a bit further. Let’s say you had an outage that was big, but not catastrophic. Multiple business units were impacted by this incident; the communication owner kept major stakeholders informed along the way via gmail. When a change was made that would eventually resolve sầu the issue, you wouldn’t just send out an gmail to lớn say everything is healthy, right? The communication owner would get verification from each business unit that all is well. Stakeholders would feel informed and that the information was relevant and flowed in a timely manner. So why would we expect something different from within our incident management process? Shouldn’t we treat all incident communication with the same verification? Again, be honest! I have been in the tư vấn industry long enough & have sầu talked with many of you, so I know this goes on.

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Let me illustrate how we can make this happen within the operational aspect of incident management. Take outages or changes out of the equation, & let’s talk incident management. Consider that incident that comes in all the time. Let’s say someone reports an issue that their mapped drives are missing. You go in và realize that the reason their drives were missing was due lớn a group policy issue that did not assign the drives a persistent connection. You remote into their machine & make the change, drive mappings reappear, và boom, you saved the day! During the conversation, the employee mentions that this happens every Monday when they arrive sầu. You feel strongly this will not happen again, but the employee is less than confident as they have heard this all before. Next Monday comes và the employee does not Hotline in. Must have worked right? Maybe! Maybe it did not work, & the employee is working their normal crazy Monday schedule and is limping along until they can reach out. As the technical owner lớn this issue, I hold a key in my hand khổng lồ help, but I am waiting for someone lớn come và ask for it. Does that sound lượt thích the best we can offer, or just mediocre?

Playing this out for other scenarios is easy and, in some cases, very fun. Look into lớn areas where small improvements can be made that will have monumental impacts to the chất lượng of tư vấn you offer your customers. Imagine how an employee would feel if they got a Skype message from you in the morning asking, “Did your drives show up today?” With just a little extra effort and organizing your follow up calls, customers you support will see the results of a team that has service as a fabric khổng lồ their organization.

Look inlớn areas where small improvements can be made that will have sầu monumental impacts to lớn the chất lượng of tư vấn you offer your customers.Tweet: Look inlớn areas where small improvements can be made that will have sầu monumental impacts to lớn the unique of support you offer your customers. <br><br>Chuyên mục: <a href=Hỏi đáp