Everyone has run into it: bureaucracy that gets in your way and prevents you from achieving your goals. Whether
you're trying to find the right support solution, fix something that's broke, or return an Internet purchase,
you will often encounter problems. Here are some tips for dealing with those bureaucratic hurdles...
#1. Pick your battles
Remember the story of the boy who cried “Wolf”? Eventually, when the wolf did attack, no one came to help the
boy. In the same way, make sure that when you take on the bureaucracy, it's really worth it. Must you have a
change in the way things are done now? Does it truly make your life or work unbearable? The tips below can help
you, but keep in mind that in using them, you are spending political capital. If you can live with the current
situation, it might be best to save your battles for truly important things.
#2. Determine what you really want
When faced with obstacles or frustration, it's common to focus so much on them that we forget what we really
want. Then, when the person in charge asks us, we hesitate and stutter because we haven't thought things
through. Think about what you'd want if the bureaucratic obstacles were to be removed. Be as specific as you
can, in terms of dates and quantities.
#3. Think through your acceptable alternatives
You might not get what you want. That's how life works. So you need to think about what alternatives you could
live with. In particular, think about the different “levers” you can pull. Can you change the location where
something happens? What about sequence? If the person you want to see is unavailable, could someone else in
that department help? If you can't get all of what you want, can you live with some now and some later? If the
other side doesn't suggest alternatives, you can suggest them yourself.
#4. Don't take things out on the front line person
Getting angry at the service desk or help desk person rarely will accomplish anything. Chances are, they lack any
authority to make decisions. That's why they're telling you that the policy is the way it is. Getting angry solves
nothing and might only delay a real solution. If you have to be annoyed, be clear that you're not upset at that
person but rather at the policy.
#5. Find the decision maker
If you want something, you need to find someone who has the authority to make the decision. As noted above,
only rarely will that person be on the front line. More commonly, that front line person merely carries out the
already established policy and will be reluctant to make exceptions. You will need to find that person's boss, or
the boss's boss, who will have the authority to make the decision that's favorable to you.
#6. Remember that there's strength in numbers
You have a greater chance of getting what you want if you have allies -- other people who have the same
concerns. If all those other people voice the same issues, the other side knows that you're not just some isolated
troublemaker.
#7. Be clear on your escalation process
If you have trouble with another organization, say within your own company, be clear on how you will escalate an
issue. Will you go to your own boss first? Will you approach the other department's boss yourself? In any case, be
clear with your boss on this process. If and when you do escalate, think through as much as you can about the
issues, why you're escalating, and what you want done.
#8. Document the situation
Documenting the situation will help the other side know what's going on. It also shows that you're staying in touch
with the situation. Be as specific as you can on names of people, dates, times, and actions that were promised.
#9. Respond positively to the \"roadblock comments\"
Those “We can't do that” or “don't have the authority” comments drive you crazy, don't they? Here's a way to
handle them: Turn them around to a positive question and then ask the other person that question. For instance,
a response to “We can't do that” would be “What can you do?” A response to “don't have the authority” would be
“Who does have the authority?” A former co-worker of mine varied the latter question by asking, “Who has the
ability to fire you?” While that question follows the principle I outlined, I don't recommend it for general use.
#10 Build up your political capital
You often must call in favors when you need to get things done. Therefore, take time to build up good will and
hence political capital with others. Be helpful when you can (while of course keeping your own job as your top
priority). Build relationships with others (what the Chinese call guanxi). Those relationships can help you if these
other tips don't.
#11 Be gracious when you get your way
No matter how frustrating the situation, be gracious if and when you get your way. A “thank you” takes little time
and effort, but is a nice touch and can make things easier for you the next time.
#12 Remember the serenity prayer
When all else fails, remember the serenity prayer: Ask for courage to change what you can, serenity to accept
what you can't, and the wisdom to know the difference.