Case Study: Issue Resolution using Neuro Communication

All customers will have IT issues at some point in time, and with this, the art of solving these issues can be helped by the use of good communication.

A while back Aaron was pulled into a Priority 1 issue, which had occurred 3 times prior without root cause resolution. The problem was such that it was affecting a large range of users from performing their daily jobs. With the detection of the issue, senior leaders & stakeholders were called in to help with escalation, along with technical engineers and suppliers, all with their own agendas.

The biggest issue was with suppliers blaming each other for the issue, or actually only taking the symptom into account when reviewing the issue.

After the third time this event had occurred in a number of weeks, Aaron was brought in as a specialist in the technology field of networking and security to review the issue. With Aaron's specialisation in Neuro Communication on top of this, Aaron was able to pick up and lead the issue resolution, assign responsibilities to people while building rapport and trust, and create a level of commitment to resolving the issue that had not occurred previously.

The art of Neuro Communication is in what is "not stated". People will delete, distort, and generalise information, however the devil is always in the detail. Standard questioning starting with "what specifically" and "when specifically" can be used to help root out the specific information to enable others to analyse the problem. This is done in order to check if enough has been done to truly understand the issue and cause.

When people look at a symptom, they will attempt to treat the symptom in the same way that a doctor does. The real heart of the problem may exist in another form, which can be overlooked when treating the symptom. The reason issues like this occur repeatedly is that the symptom is treated without understanding the cause. Aaron’s expertise in both Neuro Communication and IT networking and security provides a level of depth of understanding in both what people say and how they say it, to break down a problem to its smallest components and then direct others to analyse those components until root cause is determined.

The result was that Aaron was able to bring people together quickly in a way that meant they wanted to help, rather than making blame, and refuting responsibility. This minimised the business impact so that a large business could get back to what it is supposed to be doing.

Responsibility and ownership of an issue by any leader is key to ensuring all participants step up and show the correct level of engagement and commitment to ensure speedy resolution of not only the symptom of the issue, but also in finding the root cause. The problem was fully resolved without re-occurrence.

Testimonial: Leanne, Test Team Lead

Karren ran a team day for my small team where our outcome was to define our purpose in our company and ensure we all shared a common vision. Through the exciting techniques Karren used it was quite noticeable and obvious that lights were switching on and the team were engaging together as a unit. As a team we are now following up on Karren’s great facilitation and we really believe we have a purpose and mission that we own and can live up to. It was also a really useful tool for individual decision making and thinking clarity.