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Differences that change a conversation

Explanation or excuse?

A chronology of causes versus impact and plan

Olek starts with the history of the problem. Anna needs the impact and action plan first.

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Anna asks Olek about a one-day delay.
Olek, why are we delivering this one day late?
Olek starts with a long chain of technical causes.
First the API response changed, then it turned out the library…
Excuses.
Olek explains further and Anna asks for impact and plan.
I really tried, but…
First tell me the impact and what you will do now.
Olek gives the same facts in a different order.
We will be one day late. I am fixing the bug today and will deliver by noon tomorrow. The cause was an API change.
Anna understands immediately and Olek sees the difference.
Good. Now I can see the impact and the plan.
The same facts.
Em, the Empatyzer coach
Olek starts with causes because he wants to reconstruct honestly what happened. Anna first needs the impact, current action and resolution time. The same facts told chronologically sound defensive to her. The order impact — action — deadline — cause sounds like accountability.