the problem and took the time to tell
you about it. This gives you a chance to
get the whole system working better.
Align priorities with colleagues’ expectations. As an SA, the way you prioritize your tasks influences how your
colleagues perceive your effectiveness. You can make your colleagues a
lot happier and avoid conflicts if your
priorities match their expectations.
People expect small things to happen quickly and big things to take a
reasonable amount of time. The definition of big and small is theirs and is
based on their perception of your job.
For example, resetting a password,
which is perceived as taking a minute
or two, should happen quickly. Installing a new computer is perceived as a
bigger process, and it is reasonable
to take a day or two. When a critical
server is down, your colleagues expect
you to be working on nothing but the
Prioritize requests so that emergencies are handled first, then quick
requests, followed by longer requests.
This will result in higher customer
satisfaction than if the same tasks
were done in a different order. Sometimes what your colleagues think is a
big task is actually a small one. This
is not a problem—if you perform the
task more quickly than expected, then
everyone is happy. But if they perceive
a big task as small, this is a potential
source of conflict. For larger jobs it is a
good idea to ask your colleagues what
their expectations are, explain what is
involved in performing the tasks, and,
where appropriate, reset their expectations to more realistic levels.
PHO TOGRAPH B Y S TEFANO PE TRONI
Follow through on commitments.
Dropping customer requests and not
following through on commitments
are sure ways to create or exacerbate
conflict with work colleagues. The
first step toward following through on
all commitments is to keep track of
them all in one place, either on paper
or electronically, not in your head. A
trouble-ticket system is a useful tool
for keeping track of requests and other tasks. From your master list of tasks