Issue 4: When the lines get blurred
Navigating overlapping roles with empathy and direct communication
Cross-functional teams can be a powerful force multiplier, but it can also lead to confusion about who does what.
In cross-functional teams, sometimes it's hard to tell who's responsible for what. For example, when the design team helps out with the PRD, a PM creates wireframes, or an engineer pushes a feature that wasn’t discussed — it can be quite frustrating if this happens repeatedly without clear definition.
Things can get even messier when there are tight deadlines or pressure from the higher-ups. That's why it's important to have a chat with your team members and clear things up before things escalate.
Now, you might think of running to your manager to sort things out, but that can sometimes make matters worse. It might make your teammate feel like they've been slighted and often times they may think they're doing the right thing. So, it's best to have these conversations directly.
Here are some things to consider when doing so:
Avoid personal accusations
When addressing role-related issues, the first rule is to refrain from making personal comments or attacks. Accusations like "you're being unprofessional" or "stepping out of your role" can be emotionally triggering and shut down productive conversations. Instead, focus on mutual agreements and shared values.
Start with common ground
Begin the conversation by identifying common ground—company missions, product principles, or organizational values that everyone has aligned on. This lays a constructive foundation and signals that you're all in this together. It assumes the best intentions from all parties and acknowledges that mistakes can happen in haste rather than out of malice.
Show empathy
Empathy is key. We've all be there, external factors, such as tight deadlines or workload pressures, might lead to colleagues making decisions that deviate from their usual roles. Sometimes, a seemingly small output may require substantial behind-the-scenes effort. Communicate your understanding of the situation and appreciate the effort invested.
Communicate thought processes
In instances where roles blur, explain your thought processes. Sometimes, while the output may appear different, the thinking behind it might involve considerable effort and consideration. Highlighting this can help clarify your colleague's intentions and bridge the understanding gap.
Take action
After a discussion, ensure that you and your colleague agree on a follow-up action plan. This serves as a reference point in case the issue arises again. It demonstrates a commitment to learning from past experiences and working collaboratively to avoid repeating mistakes.
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