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From YouTube: 3 08a Advocate What To Say
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A
Let's
look
at
the
second
item
there,
just
above
the
what
to
say
what
this
person
now
you'd
have
to
modify
this,
but
this
is
a
start
for
that
right.
What
this
person
had
to
say
is
true,
I'm
going
to
add
some
more
information
to
help
complete
the
picture
or
even
the
top
one.
I'm
sure
that
this
person
had
a
good
reason
for
doing
that.
That
might
be
more
appropriate
for
you
right.
Oh
this
person
gave
you
this
advice
that
we
know
is
the
long
way
around
and
might
or
might
not
get
you
where
you're
going.
A
So,
let's
acknowledge
that
they
might
have
had
some
good
thoughts
for
it.
We
give
them
the
benefit
of
the
doubt
or
we
assume
positive
intent
there
and
also
assumes
assume
competency,
because
unless
we
talk
to
that
person
who
gave
what
we
are
considering
to
be
bad
advice,
we
don't
really
know
if
it
was
bad
advice.
A
There
are
extremes
right,
but
most
of
the
time
we
we
don't
know
so,
let's
just
figure.
Okay,
they
had
a
reason,
I'm
sure
they
had
a
good
reason
for
doing
this.
I
you
know
things
change,
let's
consider
a
different
way
or
you
know.
Maybe
you
have
to
say
we
might
want
to
check
with
that
person
to
find
out
if
there's
an
important
reason
to
keep
doing
it.
A
That
way,
or
you
might
say
you
know,
I
can
understand
why
they'd
want
to
do
that,
but
there
is
a
problem
inherent
in
that
let's
try
a
different
path,
so
you
you,
you
do
have
to
take
a
moment
to
think
about
that.
It's
much
easier
to
do
when
you're
writing
than
when
you're
on
a
call
you,
you
simply
don't
want
to
say.
A
Oh
boy,
that's
really
weird
can't
imagine
why
they
did
that
it's
not
quite
as
bad
as
oh,
that's
just
the
dumbest
thing
I've
ever
seen,
but
they
they
both
shed
a
bad
light
on
that
other
person
or
that
other
group
or
wherever
that
came
from
this.
This
can
be
difficult.
Thank
you,
tom,
for
bringing
up
an
example
of
exactly
how
that
can
be
difficult.
A
It's
still
important
to
do
so.
Let
me
tell
you
about
very
briefly
the
conversation
I
had
with
someone
else.
Basically,
it
was
saying
our
product
is
not
perfect.
We
all
know
that
there
are
parts
of
it
that
are
maybe
they're,
newer,
less
mature,
less
well-developed
or
just
for
some
reason
have
been
having
problems
lately.
I
don't
want
to
lie
to
the
customer
and
tell
them
everything
is
perfect.
A
Okay,
I
understand
that
I
hope
raise
your
hand
if
I'm
making
this
up.
I
hope
I
have
never
said
in
this
class
that
it
was
okay
to
lie
to
the
customer.
I
hope
I've
never
suggested
that
it
was
okay
to
lie
to
the
customer.
I
absolutely
am
do
not
support
that
and
quite
the
opposite,
I
would.
I
would
have
to
have
a
talk
with
someone
that
I
found
was
lying
to
the
customer.
A
A
B
Hey
brad,
hey,
okay,
so
yeah
in
an
instance
like
that,
I
would
I'd
say
you
know:
we've
seen
we've
seen
reports
of
that.
We're
actually
tracking
the
issue
here
and
link
it
to
them
and
say
we
are
we
apologize
to
the
inconvenience
we
are
looking
into
the
issue
or
something
along
those
lines
and
not
to
say
like
yeah
everything's
broke,
we
know
it's
broke
and
it's
our
fault
but
say
like
we
have.
We
have
some
of
our
attention
on
this
and
we're
doing
our
best
to
make
progress
on
it.
A
B
I
would
probably
say
that
that's
a
good
point,
and
I
mean
it
depends
if
they're
like.
Oh,
I
really
wish
you
could
do
what
jenkins
did
right.
Something
like
that.
I
would
say
you
know
I
I
hear
that
that's
a
cool
feature.
Why
don't
we
put
in
a
feature
request
for
that
or
something
of
the
sort?
So
I
guess
it
would
all
depend
on
the
specific
issue
in
question.
C
So
I
think
what
we
say
how
we
reply
to
those
type
of
situations
is
very
important.
I
have
a
few
quick
thoughts
one
and
I
linked
it
in
the
chat.
This
has
been
something
I've
been
thinking
on
a
lot
lately
is
it's
in
our
values
to
give
negative
feedback
in
as
small
of
a
scope
as
possible,
and
I
think,
if
we're
giving
negative
feedback
on
what
a
colleague
did,
sharing
that
with
a
customer,
I
think
that's
much
too
large
a
scope.
C
The
customer
should
not
really
be
privy
to
disagreements
or
negative
feedback
that
we
have
with
our
co-workers.
I
think
maybe
a
productive
path
forward
would
be
reach
out
to
that
individual
and
say
hey.
Can
you
help
me
understand
what
you
were
thinking
here
or
what
was
what
was
your
line
of
thought
when
you
asked
them
to
try
this
or
get
this
log?
Maybe
connect
outside
of
the
ticket,
get
a
better
understanding
or
give
your
negative
feedback,
maybe
even
phrase
it
positively.
Like
hey,
I
see
what
you
did
here.
C
C
I'd
like
to
get
them
involved,
see
what
we
can
come
up
with
I'll
give
you
an
update
as
soon
as
I
have
more
information,
something
along
those
lines
make
it
clear,
you're
escalating
it
you're
going
to
connect
with
the
relevant
dris
and
the
product
team
engineers
or
devs
who've
developed.
That
feature
try
and
find
a
solution
for
this
customer.
C
Alternatively,
with
the
feature
requests-
or
I
I
like
to
emphasize
that
customer
feedback
and
demand
for
features
is
extremely
important
to
us,
it's
very
valuable
and
I
I
really
try
and
have
them
weigh
in
on
the
issue.
If
they're
not
going
to
create
the
issue
themselves,
I'll
always
link
it
ask
them
to
follow
it
for
updates,
but
actually
having
an
issue
where
they
can
see
all
right.
The
they
have
pinged
dris
in
this
product
area,
they've
applied
the
labels
they
linked
my
ticket
and
gave
it
that
customer
label
there.
C
A
Thank
you
very
much
greg.
I.
I
appreciate
your
awareness
of
company
values
and
connecting
those
to
what
we're
talking
about
right.
That's
that's,
always
a
good
way
inside
our
company
to
to
support
something
that
we're
talking
about
in
the
way
that
you
did
it
and
your
examples
of
how
you
deal
with
defects
and
enhancements.