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When Customers Attack: Dealing with Rude Clients It seems like the only way some customers know how to communicate is to accuse, complain, and verbally attack. This only gets worse if there are delays. But when you do your best to build trust with customers early on, they are more likely to accept explanations about setbacks, even if they don’t fully understand them. |
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Is Your Culture about Responsibility or Blame? When things go wrong, it can be helpful to understand what happened and who was involved. However, all too often organizations (and the managers within) confuse responsibility with assigning blame. The former is essential for improvement. The latter works against an effective, collaborative, productive culture. |
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Beware of Success Stories The tendency to look back and think you know what contributed to a success is called survivorship bias. It occurs when you make a decision or take some action based on past successes while ignoring past failures. That's why it's important to approach reports of successful projects with a healthy dose of skepticism. |
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Superior Leaders Ask the Tough Questions Inspiring quotes can be motivating, but there's more to good leadership. New leaders may feel compelled to find clever and memorable things to say, when in reality, they should probably focus less on what they’re saying and more on what they’re hearing. The best leaders ask good questions and listen to the answers. |
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Coaching Senior Management to Be Agile Embracing an agile mindset isn’t always easy, and it can be especially difficult for senior managers who spent most of their careers working in more traditional development methodologies. By trying to speak the same language and demonstrating successful self-organization, teams can help senior management become agile. |
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2 Ways to Standardize QA Practices Testing can get complicated when each project is using a completely different toolset, language, and reporting status, with different measurements and formats. Testing is a reaction to context and what we encounter, so how we test cannot be standardized. What we can standardize is the stuff that surrounds the testing. |
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Getting Support for the Tests You Need Done It’s often hard for teams to get sufficient time and resources for the amount and quality of tests they think are needed. It’s like management wants testing done but at the same time doesn’t want to commit what’s needed to do it. If that's your case, look at the business side, rank priorities, and negotiate resources. |
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Understanding the ScrumMaster's Role in Team Communication Some agile teams believe the ScrumMaster is the sole point of communication between them and the product owner, so the team can abdicate any responsibility to communicate with stakeholders. That couldn't be more wrong. It's actually the ScrumMaster's job to enable communication and coach or guide the team to solutions. |
