the ONE guide.

Pick the starting point

• Nothing urgent? Give them the choice: “Where do you feel like you can start?”
• Too overwhelmed to choose? “Let’s start with this one.”
• Starting small helps them build momentum for the more complex issue.

When time matters

• Calm but firm: “I need you fully focused on this. We can deal with the rest later, but I need you with me.”
• Use “we” and “let’s.” Keep the attention on the issue in front of you. No blame.

Get the facts

• “What exactly is going on?”
• “What information have we confirmed with our system or the customer?”
• Trust the person, and verify the information.
• For a regular, documented issue, the path may already be in your tools and SOPs. Use them.

Match the direction to the person

• Probing: “Now that we’ve reviewed everything, what do you think we should do?”
• Directed: “Ask the customer these questions, then follow up with this department.”
• Provide the steps. They still have room to do their job.

Give the first step

• “Let’s start with this, and then let me know what happens.”
• If the sequence needs to be exact: “Remember: do one, then two, then three.”

Check before they go

• “You know what to do?”
• “Want to go through it again?”