I'm working with some people who I call "resume barkers". They're people who don't reason, investigate, or explain. Instead, the rely on reciting their resume.
Last week, I was with a co-worker helping a customer. I was wondering about the system configuration on the client's machine. My co-worker insisted the configuration was fine, but wanted to delete a configuration set.
I pointed out that the configuration they wanted to delete was the active configuration. They said it wasn't. I asked why the screen we were looking at said "Active Configuration == Foo". They said they weren't going to delete "Foo".
I didn't understand why deleting any configuration would help, anyhow. "I've been doing this 30 years!" was the answer. Me, I just wanted to have a look at the in-use configuration to see what settings it had, and figure out if any related to the problem the customer was experiencing.
Sure enough, the "Foo" conifugration was deleted. I tried to stop them, but it didn't help. They actually told me to shut up in front of the customer. Of course, since the active configuration was deleted, the support work changed from diagnosing an issue to trying to recover the customer's data.
People will bark their resumes in lots of circumstances, but I'm never too sure how to react when they do. It doesn't matter if it's their first day or the 10,000th; we shouldn't delete the active configuration.
How can I learn to get resume barkers to forget boasting about their experience and instead focus on thoughtful evaluation and careful diagnostics?
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