Matrix: Pick the Response Type

Team Control Customer Urgency Low control High control Low urgency High urgency Guided contingency High urgency, low control Name the blocked job, explain what is outside your control, and give the safest customer action while you monitor. tl Recover now High urgency, high control Assign an owner, restore progress, give update times, and follow with root cause after the job is safe. tr Listen and set expectations Low urgency, low control Capture the voice, explain constraints, and say when or how the signal will be reviewed. bl

Sign up free — one personalized lesson every day, matched to your role and goals.

Already have an account? Sign in