Pulp Fiction is a great movie. If you still haven't seen it, stop reading this article and go watch it now. If you already did, remember this scene where Vincent and Jules are in a car, both in seated in the front, and Vincent accidentally shots a bullet in the head of a man seated in the back seat. Big problem, isn't it ? What do they do when they have a beheaded body in a car with blood everywhere ? They call The Wolf.
Let's say Jules and Vincent are your team members, the beheaded body and the car full of blood is a critical bug in production. You are The Wolf, here is how you will solve this issue like a boss.
Gather the maximum possible informations
The Wolf (into phone)
Is she the hysterical type?
When she due?
Give me the principals' names again?
Jules...
"1265 Riverside Drive Toluca Lake 1 body (no head)
Bloody shot-up car Jules (black)"
...Vincent... Jimmie... Bonnie...
"Vincent (Dean Martin) Jimmie (house) Bonnie (9:30)"
When someone calls you because of an extreme emergency, the first thing you have to do is gather the maximum information about the problem : what is the main issue ? How many people are involved ? Where is it happening ? How much time ahead do we have ? What are the consequences ?
These first informations will help you evaluate how critical the issue is and help you think about the next steps to solve the problem.
Respect you commitments
The Wolf
Expect a call around 10:30. It's about thirty minutes away. I'll be there in ten."NINE MINUTES AND THIRTY-SEVEN SECONDS LATER" A silver Porsche WHIPS the corner leading to Jimmie's home
When The Wolf says he will be there in ten minutes, he means it.
When your team/client/boss is facing a critical issue, they need to work with reliable people. If you take a commitment, you have to achieve it. Only take commitments when you know they are achievable. In a critical environment, "maybe" is not the expected answer. If you need more time to take a commitment, just say it but don't give unnecessary hope because in these situations every minute is important.
Keep a problem solving mindset
The Wolf
I'm Winston Wolf, I solve problems.
I solve problems. That is exactly the mindset you need to keep when facing a critical situation: you know you can find solutions. That's what you've been studying for for years, that's what you've been doing for so long during your work experience, you already solved many problems in the past and you are ready to deal with that problematic situation. Having a positive mindset will automatically empower the rest of the group and the stressful situation will remain under control.
Rephrase the problem and the consequences
The Wolf
You must be Jules, which would make you Vincent. Let's get down to brass tacks, gentlemen. If I was informed correctly, the clock is ticking, is that right, Jimmie?Your wife, Bonnie...(refers to his pad)...comes home at 9:30 in the AM, is that correct?
I was led to believe if she comes home and finds us here, she wouldn't appreciate it none too much.That gives us forty minutes to get the fuck outta Dodge, which, if you do what I say when I say it, should by plenty.
By rephrasing the situation you want to confirm everyone's good understanding of the problem and the consequences of non solving it. In the movie Pulp Fiction, the critical issue is the beheaded body in the car. Their principle concern is that they don't want Jules' wife to see the dead body (which seems much more problematic than being caught by the police, interesting).
You have a critical bug in production ? Rephrase the problem and the consequences with all the people involved until everybody agree you are all working on the same goals.
Face the problem
The Wolf
Now you got a corpse in a car, minus a head, in a garage. Take me to it.
The three men hang back as The Wolf examines the car. He studies the car in silence, opening the door, looking inside, circling it.
We said it earlier, you are a problem solver. But you cannot solve the problem if you haven't seen it by yourself. Your team will probably tell you what they have seen of the problem but this is not enough. You have to see it too by yourself. This is a critical situation, it is going to be ugly with probably lots of blood here and there but you have to face the problem to fully evaluate it.
Work in a protected and calm environment
The Wolf
Do me a favor, will ya? Thought I smelled some coffee in there. Would you make me a cup?
The situation itself is already stressful for everybody. By getting nervous or shouting to everyone you will just add more stress to a very difficult situation. This is not necessary. Everybody knows how bad it is and need to stay focus in finding an immediate and reliable solution. Don't add more stress and if a coffee break seems needed, just take it.
Give clear and precise indications
The Wolf
Good. What I need you two fellas to do is take those cleaning products and clean the inside of the car. And I'm talkin' fast, fast, fast. You need to go in the backseat, scoop up all those little pieces of brain and skull. Get it out of there. Wipe down the upholstery – now when it comes to upholstery, it don't need to be spic and span, you don't need to eat off it. Give it a good once over. What you need to take care of are the really messy parts. The pools of blood that have collected, you gotta soak that shit up. But the windows are a different story. Them you really clean. Get the Windex, do a good job. Now Jimmie, we need to raid your linen closet. I need blankets, I need comforters, I need quilts, I need bedspreads. The thicker the better, the darker the better. No whites, can't use 'em. We need to camouflage the interior of the car. We're gonna line the front seat and the backseat and the floor boards with quilts and blankets. If a cop stops us and starts stickin' his big snout in the car, the subterfuge won't last. But at a glance, the car will appear to be normal. Jimmie – lead the way, boys – get to work.
In that kind of situation you want everybody to think fast and act fast. Miscommunication will lead to wrong decisions and add more stress between team members. Your communication must be clear enough to avoid misinterpretations.
Deal with people's emotions
Vincent
A "please" would be nice.The Wolf
Get it straight, Buster. I'm not here to say "please."I'm here to tell you want to do. And if self-preservation is an instinct you possess, you better f*ckin' do it and do it quick. I'm here to help. If my help's not appreciated, lotsa luck gentlemen.Vincent
I don't mean any disrespect. I just don't like people barkin' orders at me.The Wolf
If I'm curt with you, it's because time is a factor. I think fast, I talk fast, and I need you guys to act fast if you want to get out of this. So pretty please, with sugar on top, clean the f*ckin' car.
This is critical situation you are dealing with right now. You will ask everybody for action because you want a positive result. Because of that situation some actions or words can be misinterpreted by your teammates. This is normal, humans are made of emotions and will have reactions based on them. Take time to remind them why the team seems to be directive to them and why they should definitely not take it personal.
Congratulate everybody when the problem is solved
The Wolf
Fine job, gentlemen. We may get out of this yet.
This has been a very stressful journey, emotions have been involved, the big bug (the beheaded body in the car) is finally gone thanks to everybody's efforts. Tell them how much this teamwork is appreciated and how much the world will be a better place thanks to their commitment during this painful situation.
For those who want so see The Wolf in action, here's a link to the video :
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