![]() ![]() But if you follow this process, you’ll know that you worked on the problem in the right way-not just as a good manager but as a thoughtful human being. With gray-area decisions, you can never be certain you’ve made the right call. ![]() But in the end you have to answer them for yourself. To grapple with these questions, you must rely on the best information and expertise available. What are the net, net consequences of all my options? Instead, she needs to systematically work through the five questions: How should the manager approach this situation? Not by following her gut instinct. He deserves a bad review, if not dismissal, but higher-ups at the company want to overlook his failings. This article explains the five questions and illustrates them with a disguised case study involving a manager who must decide what to do about a persistently underperforming employee who has failed to respond to suggestions for improvement. I have relied on them for years, in teaching MBA candidates and counseling executives, and I believe that they can help you, your team, and your organization navigate the grayest of gray areas. They express the insights of the most penetrating minds and compassionate spirits of human history. Where do these questions come from? Over many centuries and across many cultures, they have emerged as men and women with serious responsibilities have struggled with difficult problems. But five practical questions can improve your odds of making sound judgments, even when the data is incomplete or unclear, opinions are divided, and the answers are far from obvious. It is a fusion of your thinking, feelings, experience, imagination, and character. Yet as a leader, you have to make a decision and move forward. It’s easy to become paralyzed in the face of such challenges. And the toughest calls come in the gray areas-situations where you and your team have worked hard to gather the facts and done the best analysis you can, but you still don’t know what to do. Every manager makes tough calls-it comes with the job.
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