Roanoke Times
Copyright (c) 1995, Landmark Communications, Inc.
DATE: SUNDAY, June 25, 1995 TAG: 9506300114
SECTION: BUSINESS PAGE: G-3 EDITION: METRO
SOURCE: CAMILLE WRIGHT MILLER
DATELINE: LENGTH: Medium
A: Diagramming disentangles problems and reveals solutions. The Ishikawa, or fishbone method, resembles a fish skeleton. The head of the fish (drawn as a box) is on the right with a horizontal line crossing the paper to the left. Several major bones coming at a slant off the horizontal line are topped with a small rectangle.
Use separate fishbone diagrams to uncover and resolve problems. Fishbone One is for problem-identification; the second is the problem-solving fishbone.
In the first diagram, write the problem in the fish head. Each slanted line represents an area contributing to the problem; write the category in the rectangle heading the slant-line. Add smaller fishbones at angle to the slant-line to note contributing problems within that category. For example, the problem could be ``customer dissatisfaction has increased.'' Identify slant-lines categories such as ``communication,'' ``customer service,'' and ``product quality.'' Each slant-line will have several contributing factors.
The second diagram, similarly constructed, is written in goal-oriented language. The head contains the goal to be achieved. Use slant lines to identify areas which need attention in order to reach the goal. Short angle lines identify areas which contribute to reaching the category goal.
Once information is arranged visually, solutions emerge. Once you've resolved the current issues, continue fishing. It's an effective business tool.
Q: A co-worker has come to work with noticeable bruises. Last week she was out with a cracked rib. It's probably spousal abuse. Is there a way we can help?
A: The symptoms are consistent with domestic violence, as are unexplained absences from work. In addition to the effects she personally feels, there are costs to business--lost work, sub-optimal work, health care costs, and the impact felt by co-workers.
Lorri Olan, an attorney, believes co-workers should ``educate themselves about domestic violence, what it is, and how to recognize it.'' Olan notes ``there are laws to protect the victim. It's a crime, but her part is not illegal. No one deserves to be abused.'' Further, Olan feels it is ``not a private matter. Others should be willing to get involved.''
Olan, executive director of Lexington's domestic abuse agency, Project Horizon, suggests remaining non-judgmental when bringing up the topic. When you're alone with her, offer a pamphlet on the subject. Tell her, ``I've noticed your bruises; I understand that abuse is often the cause. Please take this pamphlet; it has the number of an agency that can help. I'll go see a counselor there with you, if you like.''
If she resists assistance, Olan recommends you ``remain supportive, focus on her strengths, and help empower her.'' You can't make decisions for another, but you can remain available. Additional information is available from the Salvation Army's Abused Women's Shelter at 345-0400. Law enforcement agencies in other areas have the numbers of their local domestic violence agencies.
Q: I received an inappropriate gift. Should I return it or keep it and hope the subject doesn't come up?
A: Marilyn Pincus, author of ``Mastering Business Etiquette and Protocol,'' believes gift appropriateness is guided by ``appearance to others. If it could reasonably appear the gift represents something more than a traditional acknowledgment from one business colleague to another, it should not be accepted.''
Questions to guide decisions include: Is the value excessive? Was it presented at other than traditional customary gift-giving times? Would acceptance violate company policy? Is there a potential obligation to the gift-giver?
If any answer is yes, Pincus advises returning it within one day, accompanied by a note. A copy of your note should be retained and filed. An example of the thanks-but-no-thanks note: "Dear Jane, Thank you for the (description of gift) you were thoughtful enough to send me. Although I sincerely appreciate your sentiments, the gift is not appropriate for me to keep and is enclosed with this note. Sincerely (signed)." If the gift is against company policy, add, "Company policy precludes my acceptance of the gift."
Notify your supervisor of the gift and its return as a precautionary measure. While it's rare that inappropriate gifts are given, they must be dealt with as a priority.
by CNB