How to deal with 21 Office Situations

Recently I got to read a book titled “21 Office Situations and How to deal with them” written by Anil Karamchandani.

Thought to write a synopsis of the book, so it will be a good recap. As there is no one way to solve the problems, few of the insights were good to know.

This is just a summary of the book with key points. Please read the entire book for its complete benefit.

Let’s get started one by one.

• Situation:1 What to do when a senior does not respond?
• Situation:2 How to get “Okay” in a minute?
• Situation:3 Why a senior won’t revert to your email?
• Situation:4 When a Boss says “no”?
• Situation:5 What is Destructive vs Non-Destructive email?
• Situation:6 How to escalate?
• Situation:7 How to reduce errors at work?
• Situation:8 How to inform bad news to Senior Mgmt?
• Situation:9 How to manage with less effort?
• Situation:10 How to reduce meetings and conference call durations?
• Situation:11 How to give voice to your team?
• Situation:12 How does your “Thank you” help your team?
• Situation:13 How to manage a big team in a fair manner?
• Situation:14 How to manage your weakness at work?
• Situation:15 How do manage your weakness?
• Situation:16 How to increase your emotional intelligence?
• Situation:17: How to be better organized at work?
• Situation:18 How to get 5 in appraisal at work?
• Situation:19 How to improve your public speaking skills?
• Situation:20 6 Management / Business Books that the author suggests?
• Situation 21 How to conduct a job interview?

Situation:1 What to do when a senior does not respond?

Not every time you can go to your manager for support. Sometimes, you need to try every possible thing before escalating.

A simple trick to add the “Number of days of delays” as suffix will get you results.

• XYZ issue – 23 days delayed
• MIS report not generated – 3 weeks since Go live
• Resource allocation details – Note received – 15 days

If the Senior is 2-3 grades above you who is responsible for the delay/response, then add the “Effect of non-revert/ delay” in the subject line.

• Resource allocation- Pending details – Resource on hold
• Awaiting reply to XX query – Reply to YY on hold
• Awaiting direction – Client called thrice
• Need approval – Deadline on 7th June

Situation:2 How to get “Okay” in a minute?

When you encounter an issue and need yes/no/advice from anyone in the team, then try to use the below logic when drafting the mail.

1. Put a one-line chat or call with the persona that you will send a detailed mail.
2. Make sure the email has clearly listed the issue – even a third person can understand the issue.
3. Then Simultaneliusly suggests a course of action and all the possible workarounds.
4. Also listing all the alternate possible solutions will reduce the counterpart’s role to a yes/no reply.
5. End the email with sentences like
   • Seek your approval
   • Request your concurrence
   • 1:1 meeting to discuss further and conclude

This will help to make it easy for the responder to reply – either approve or forward the mail to another department or call for a meeting to conclude.

Situation:3 Why a senior won’t revert to your email?

Do remember that it will take some time and skill on your part to get them to give you time and attention.

Also, your concerns may not be a concern for them at their level.

So what can be done then?

• Very simple and effective. Just list down all the detailed suggestions/workarounds.
• Detailed mail that will help your senior stakeholders to get off the issue in 10 mins.
• The bite-sized course of action is very key to include in every mail.

Everything in your mail should revolve around yes or no when dealing with senior stakeholders.

Situation:4 When a Senior Leader says “no”?

First and foremost is to understand what kind of person you are dealing with?

If he is a listener type who prefers to be briefed in person so they can ask questions.

If he is Reader type, want to process all the written information first and then meet to discuss.

Understand the person’s decision-making style?

Are you counter-dependent ( resist the person’s involvement) or over-dependent

Take time to understand the workstyle of a person and how different is that from yours?

Your view on an issue is nothing but a reflective of how much time you have put in, to think through on that issue.

It includes your qualification, knowledge, experience, problem-solving skills.

Decide how sound you want to portray your opinion and decision

Situation:5 What is Destructive vs Non-Destructive email?

Destructive mail is passing judgment on someone’s conduct and Non-destructive is focused on what you are experiencing as a result of the conduct.

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• D – I find your approach very casual to my request.
• ND – We find our requests are not followed up on.

• D – We never had when Manoj was here.
• ND – Of lately, we are finding lots of errors.

If the counterpart is threatened/blamed, he will direct his efforts to defend instead of solving the issue.

The word ” we” will help to raise any issues in amicable and non confrontational manner.

Use the below sentences which are non-destructive

1. We recently had an issue and on the investigation
2. We recently reviewed your work and find…
3. As I understand from XX, we are yet to receive…
4. In the recent audit, we came to notice that…

Situation:6 How to escalate?

Email is good when it comes to legacy issues.

The subject is the most important thing in escalation mail. Subjects like those below will not leave room for discussion. Only ACTION.

Category – Issues – Reason for escalation

Escalation emails should of the below characteristics.

• Strong Subject
• High on facts
• Low on emotions
• Some suggestions
• Few Actions

Situation:7 How to reduce errors at work?

Human beings are subject to mistakes. But the frequency is what really matters.

Having a checklist for each and every task will help to reduce errors.

For example, the checklist before clicking the send button looks like the below.

1. Proper Subject and Body of the mail
2. Correctly addressed the To, CC, and BCC fields
3. Attachments if any
4. Formatting and spell check (Proofreading)

As you go up the ranks, a review of checklist remians your best bet and the most time efficient to complete the tasks with due diligence.

Situation:8: How to inform bad news to Senior Mgmt?

It can be anything from major errors, to process non-compliance. Putting the issues in black & white in front of the management is important.

Putting issues on email forecasts people to take notice and in turn action.

Putting issues on email at times helps you to have your senior take firm action against it.

In case, if you are responsible for the mistake or the mess, as long as you give your best, go ahead and inform.

Seek help before its too late.

When highlighting bad news, always think of suggestions or alternate solutions to reduce the impact.

Use words like, We will need to see how we can…

Situation:9: How to manage with less effort?

When you are a manager, below key points are very important.

1. First, have a detailed mail from your team. It would be difficult for you to get in details of each and the counterpart also needs time to check.
2. If required ask your team to send a polite email to the counterpart first.
3. Use your authority if required.
4. As you initiate the mail based on your team, give the benefit of the doubt to the counterpart.

“Email first” approach seems excellent when dealing with day-day issues as a manager.

At times, when people would have said, why send mail? you could have just called?

In that case, drop a note to them saying you will be sending some mail after getting specifics from the team on the topic to have them look into it.

Situation:10 How to reduce meetings and conference call durations?

Case 1: Addressing an issue before the meeting

Say, you have scheduled a call to discuss the issue. Make sure you send the detailed mail. Status mail will help to quickly take action in the meeting.

Case 2: New annoucement

Say, you have a meeting scheduled on a new topic. bringing the stats in the mail will help to set the context of the mail.

Drafting a mail will take 15-20 min but once sent, you can be sure the issue will move speedily and concretely.

Follow the below steps before the meeting:

1. Gathering information
2. Analysis
3. Summarization
4. Discussion on the course of action

Situation:11: How to give voice to your team?

Breathing space for your team is very important.

As a manager, resist the urge to demand instant information, on-the-spot investigation, and ready concurrence.

Follow the TFRA principle.

• Transparency
• Fairness
• Respect
• Accountability

Situation:12: How does your “Thank you” help your team?

Usually, Well done or Good job is not well enough. So take the opportunity to thank the team.

Mail is not just enough with “Thank You”, it should be well-drafted mail with the below things in mind.

1. Give your mail, an attractive subject line. For eg: Thank You – Highlighting the error in data helped in decision making or Good job – Successfully completing the project audit on time
2. Mark CC to all recipients – Appreciate a person in public and advice the person in 1:1
3. Write a good story – Don’t expect the audience to read the trail mail. Give the overview of what is appreciated.
4. Incorporate factual data in terms of volumes, %, amount, etc.
5. Avoid superlatives like – You make a difference. These remarks have worn out with overuse.
6. The power of words is truly irreplaceable.

Situation:13: How to manage a big team in a fair manner?

Again follow the TFRA policy.

• Transparency of the tasks, issues, support, etc
• Fairness in work, recognition, awards
• Respect for the work, effort, and as a person.
• Accountability – Provide complete accountability to execute the work

Situation:14: How to manage your weakness at work?

Use your strengths to manage your weakness. For example, the author being introverted used to write emails for everything to keep things simple during meetings.

The author suggests two principle

1. You will grow the most at work and in your personal life when you play to your strengths.
2. Manage – Don’t get obsessed with overcoming your weakness.

Identify the weakness and strengths. The world ( your inner thoughts), your boss, and your company will focus on your weakness and your development need.

In the areas of weakness, you can never go from poor to excellent. To start with, you can move from poor to average. Hence, a better approach would be to play to your strengths.

• Being solution-oriented
• Able to delegate
• Putting tighter governance
• Good coordination
• Effective Management

Situation15: How do manage your weakness?

Follow the below 8 strategies.

Stop doing the activity is the first option when it comes to dealing with your weakness.

1. Identify the weakness – Skills / Talent/ knowledge types of weakness
2. Stop doing the activity
3. Acquire the minimum in that specific weakness -read articles, take courses, subscribe to events, etc
4. Use your strengths to balance your weakness
5. Design a support ritual – nuances of the approach
6. Find a partner
7. Talk to your boss – you will be more productive if the job is tweaked to play to your strengths.
8. Change the job

• Why – Do I have the appetite for the role?
• Who – the kinds of people I will be working with?
• What – are the specific activities that will fill my week?

Situation:16: How to increase your emotional intelligence?

EQ is measured in areas of

1. Exercising patience
2. Being measured in our anger
3. Handling stress

EQ is always revealed in a flash of time.

How can one get better at EQ?

1. Level 1 – Awareness
2. Level 2 – Practice ( maintain improvement diary)
3. Level 3 – Journaling (writing will feel therapeutic)

Situation:17: How to be better organized at work?

The collation of thoughts is fundamental to increasing our productivity.

1. Do a thorough job
2. Manage your time better
3. Reduce the load on our minds

Situation:18: How to get 5 in appraisal at work?

Send an achievement email to your boss every month. This is called monthly achievement mail. It can be categorized into

1. Process improvement
2. Compliance
3. Issues / Lapses
4. Daily tasks completion (BAU)

Do & Don’t based on experience

1. Send the mailer consistently on the 10th of every month
2. Crafting a mail will take 2-3 hours but those will put in a lot for your career.
3. Avoid Generic. Be very specific
4. Ensure to add the lapses as well
5. Avoid repeating the same thing/issue every month. Ensure your manager will look forward to your mail every month
6. Don’t wait until the end of the month – Start collating and drafting as when happens
7. End the mail with ” Please let me know any specific issue or areas you want me to focus on”

Situation:19: How to improve your public speaking skills?

Look for opportunities to give impromptu speeches

Speak from the heart. The flow of words will happen

Practice aloud

Focus on the key points and opening lines as it will be an ice-breaker and help to get into the flow.

Situation:20: 6 Management / Business Books that the author suggests?

1. “Getting to a yes” by Roger Fisher
2. Decisive – How to make better choices at work and in life?
3. Thinking fast and slow by Daniel Kahneman
4. One minute Manager
5. Mindset – The new psychology of Success by Carol Dweck
6. The Five Dysfunctions of a Team by Patrick Lencioni
7. First, Break all the rules – what world’s greatest manager do differently?

Situation 21: How to conduct a job interview?

9 Interview good practices are outlined below:

1. Ensure more than one good candidate
2. Conduct a structured interview
3. To avoid first impression bias, write down candidate answers
4. Behaviour questions vs Situation questions
5. Job test – Candidate experience
6. Talen Fit
7. Check on IQ & EQ ( collaborate, leading others, conflict resolution)
8. Rate the candidates – Table rating from Poor to Excellent
9. For good hiring decisions, reply on a committee

Phew…lot to digest right? yes, it was indeed a good read for me.

Learnt a lot which will help in my career and hope it does in yours too.