[Test ten years] Sogou test first year: Active feedback

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Big Bear(Xiao Ming'sLeader) Xiao Ming is criticized for his careless work. nana (Xiao Ming's colleague)together to help Xiao Ming analysis of the importance of careful and how to do it carefully.

This time we will share a story about active feedback.

The story of this issue:

This afternoon, Xiaoming is testing a task, received the Big Bear's QQ message: "The boss feedback a browser download the problem, the HTTPS website download the file damage, you go to follow." ”

Xiao Ming received the news, immediately set out to follow up, found that this is a leak test bug, submitted to the end of development.

Big Bear for Xiao Ming didn't have any feedback is not satisfied, again a nagging: "You finished why no feedback?" You should learn from Nana. ”

Xiao Ming sighed, thought: The problem solved on the line, why must also feedback it.

He found Nana with perplexity: "The Big Bear just gave me up again, because after I finished a question, I didn't give him feedback." ”

nana smiled: "Why don't you feedback the results?" ”

Xiao Ming : "No need ah, this is a bug, I have been reproduced and submitted to the development process." ”

Nana , said: "Xiaoming, have you heard what is a ' critical moment '?" ”

Xiao Ming shook his head.

nana patiently explained: The critical Moment (Moments of Truth,mot) was created by Jan Carlsen, the former president of Nordic Airlines. The key moment, he argues, is the moment when the customer communicates with the airline staff, a moment that determines the success of the business in the future. small, said, the key moment is the moment of communication between people, this moment determines the other side of your evaluation .

"For example: what would you do if someone asked you for directions and how to get to the subway?" ”

Xiao Ming : "To give him the direction of the subway is." ”

nana : "Then your psychological evaluation in each other is 60 points." ”

Xiao Ming : "Then how to achieve 100 points?" ”

nana : "Explore, propose, act, confirm." ”

<strong> Explore </strong>, and learn about each other's needs and ideas. For example: Ask the other person where the subway is going, like going to the airport. <strong> propose </strong> Provide appropriate action recommendations to meet the expectations of each other. For example: Time is not urgent and the other side does not want to transfer, you can go to the nearest airport bus, if the time is urgent, the fastest subway transfer route should be how to ride. <strong> Action </strong>, implementation of previously proposed or committed matters. For example: Take him to the subway station in person. <strong> confirm </strong>, and confirm that you meet or exceed each other's expectations. For example: Leave the other person's phone, and then call to confirm whether the other party has arrived successfully.

"If it is such a process, then you must be very high in the other's mind, right?" ”

Xiao Ming heard Nana's answer, repeatedly nodded.

Nana continued: The key moments above are also reflected in our work. You did the action when you were following up on the problem, but you didn't do the feedback.

Xiao Ming continued to ask: "So how can I feedback the results?" Are you telling the Big Bear verbally or writing a written report?

nana : You can tell the big bear orally and then make a written report if necessary.

Xiao Ming Chase asks: How to write the written report? Are you writing a bug? But I don't have a template.

nana : The core idea at the critical moment is to think in a different place . You think if you are a big bear, how would you like to get feedback from the team members?

Xiao Ming thought, said: I am leader words, if is a follow-up question, I want to know if this feedback is not a bug, if it is a bug, there is no processing, what is the current state. If it is a job report, I would like to know that the impact of this problem does not affect the online, if the impact, have been properly handled.

Nana smiled, and then playful word-by-word accent: "Remember, change-------------" ”

This moment, Xiao Ming looked at the front of Nana, recalled a year ago, they entered the same day, Nana is just a not too dare to talk about the girls. But a year later, Nana has grown into a career elite, is the Big Bear's arm. Unwilling and envious in Xiao Ming's mind staggered collection, he finally understood his gap, the previous to the Big Bear rebellious psychology also relieved.

" Everyone is not perfect, all need to summarize the lessons in failure, overcome the difficulties, so as to achieve real strength. "

                                                             -- Jose Mourinho after 0:5 defeat Real Madrid, the locker room lectured

[Test ten years] Sogou test first year: Active feedback