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Try to explain a littl about crisis management.

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Just an incomplete first draft. Needs more detail.
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Chris Nehren
2013-02-21 13:33:20 -05:00
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troubleshooting_101.rst
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@@ -94,6 +94,27 @@ Being able to work successfully through a crisis is crucial to being a good
operations person. For some it is a personality trait, but it can certainly be
learned and is almost a requirement for many employers.
The most important skill to learn is the ability to remain calm in the face of
disaster. It's not always easy, especially with a client on the phone, but
panicking will only make a situation worse. Yes, the most critical server in
the infrastructure may have just completely failed without a backup. Instead of
focusing on what will happen as a result of the crisis, focus on what needs to
be done to bring the system back up. Deal with the results later, after fixing
the immediate failure. The fallout of the crisis might be terrible, but it will
almost certainly be worse if the immediate problem isn't fixed.
Different people will adapt to handling crisis situations in different ways.
Some will adapt the detached, analytical calm of a surgeon. Others will
take a few deep breaths to calm themselves before digging in to analyze
the problem. The ability to stay calm in the face of disaster is more
important than the method by which calm is achieved. It will take
practice to reach the point of reacting to a disaster calmly.
The Importance of Procedure
---------------------------
Non-technical skills
--------------------