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Real Communication
book

Real Communication

by Gabrielle Dolan
April 2019
Beginner to intermediate content levelBeginner to intermediate
192 pages
3h 53m
English
Wiley
Content preview from Real Communication

Chapter 10 Deal with what's real

About 30 years ago when I was working at the National Australia Bank, it was about 11pm and I was coming up to the end of my shift. I was running some routine systems check when I inadvertently typed in the wrong command and started to shut down the bank's entire point of sale and ATM system. Everything went into slow motion and my heart started skipping beats.

I knew I only had minutes before the call centre was inundated with calls from angry customers who could not withdraw any money. I also knew the other computer operators would start to get red alert messages on the screens they were monitoring.

I took a few moments to stop swearing, start sweating and then do something about it. I immediately called the manager of the call centre and said, ‘I've stuffed up and have brought the system down. You are about to get inundated with calls, but it should be back up in about 15 minutes'.

I then ran to my manager Rohan's office, yelling (while running) to my colleagues that I had mistakenly brought down the system across the country. I straightaway told my manager, ‘I have made a big mistake'. And then I explained what I had done. I told him I had alerted the call centre and everyone who would be affected by my big stuff-up.

The system was restored and Rohan surprisingly seemed calm. In fact, he came over and thanked me for taking full accountability, responsibility and for acting fast.

It's important to note that I had a great working relationship ...

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Publisher Resources

ISBN: 9780730369721Purchase book