Real-Life Decision Making -- Solution
You call the two new people on duty and get them to cover the calls.
Your only co-worker is off sick. Your supervisor is unaware that you have
been given a new assignment. The help desk would have no staff if someone
didn't take the appropriate action.
There are two other employees on site. You think maybe they could sit in
and take messages until the next shift arrived for work. But
this solution isn't appropriate unless you first make sure they can handle
these types of calls.
"If one of them says, 'Oh, yeah, absolutely, I could take that on, even
though that's not my area of expertise I still could do that,' then you've
got a viable option, and that's called delegation," says technical instructor
Orrett Morgan.
"But that's a judgment call. If you're going to delegate... it's your responsibility
to figure it out or deal with it," says Morgan. "You can't pass the buck until
you are satisfied that it's going to be dealt with, because it's still on
you. While this second option isn't ideal, I think it's still a viable one
to explore nonetheless."