After clicking around the VitalSmarts website, I found a "What Would You Do" assessment in the Crucial Accountability (formerly Crucial Confrontations) section. Since it's finals week and I should be studying, I obviously decided to take the quiz. It was interesting, however, to see a personalized breakdown of how my behavior aligns with the core of CC: recognizing the difference between motivation and ability.
According to my results, I am better at seeing motivation as a contributor to someone's lack of performance than I am at understanding how lack of ability may be a cause of behavior. Some of the assessment questions included scenarios like, "The IT department still hasn't delivered the new computer you were expecting... last week. You: (call the IT department and let them know that if the computer doesn't get to you by the end of the week, you will need to call the IT manager to let her know about your concern) OR (call the IT department and ask what you can do to help them get you the computer you need).
In choosing which option I was most likely to do, my answer was the former, which explains why I scored lower in ability. Reviewing my answers allowed me to see that in this case especially, I could be telling myself the story that the IT department was withholding the computer from me because they didn't deem my request important, because they were incompetent, etc. Instead, I need to shift my thought process to an understanding that reasonable, rational, decent people (I assume most people possess these traits) would not do any of those things in this case. It was more likely, instead, that there was something blocking the completion of my request that was more related to ability than motivation.
I would have been able to work through this hypothetical situation more effectively if I understood that the best way to get my desired outcome is to assist all those involved in its creation. Working with the IT team would allow me to help with any ability problems that they may face, like lack of permission from managers, misunderstanding of the process, or inexperience with the checkout system. By threatening to turn them into their manager, all I'm doing is making a bad name for myself and causing further stress for the IT professional.
Some of these concepts also align with the age-old adage, "kill them with kindness". Even if I'm dealing with a motivation issue, a kind approach to working through problems will allow my interaction with a disgruntled employee to be the exception, not the rule. I look forward to keeping this lesson in mind in my final semester at TCU and my upcoming position at Deloitte.
According to my results, I am better at seeing motivation as a contributor to someone's lack of performance than I am at understanding how lack of ability may be a cause of behavior. Some of the assessment questions included scenarios like, "The IT department still hasn't delivered the new computer you were expecting... last week. You: (call the IT department and let them know that if the computer doesn't get to you by the end of the week, you will need to call the IT manager to let her know about your concern) OR (call the IT department and ask what you can do to help them get you the computer you need).
In choosing which option I was most likely to do, my answer was the former, which explains why I scored lower in ability. Reviewing my answers allowed me to see that in this case especially, I could be telling myself the story that the IT department was withholding the computer from me because they didn't deem my request important, because they were incompetent, etc. Instead, I need to shift my thought process to an understanding that reasonable, rational, decent people (I assume most people possess these traits) would not do any of those things in this case. It was more likely, instead, that there was something blocking the completion of my request that was more related to ability than motivation.
I would have been able to work through this hypothetical situation more effectively if I understood that the best way to get my desired outcome is to assist all those involved in its creation. Working with the IT team would allow me to help with any ability problems that they may face, like lack of permission from managers, misunderstanding of the process, or inexperience with the checkout system. By threatening to turn them into their manager, all I'm doing is making a bad name for myself and causing further stress for the IT professional.
Some of these concepts also align with the age-old adage, "kill them with kindness". Even if I'm dealing with a motivation issue, a kind approach to working through problems will allow my interaction with a disgruntled employee to be the exception, not the rule. I look forward to keeping this lesson in mind in my final semester at TCU and my upcoming position at Deloitte.



