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The Workplace

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    This is the correct approach, not the approach taken in German public service (these two are more often than not diametral). If you do this in a public service setting, there may be fallout. Commented Feb 24, 2018 at 12:52
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    Seconding that. Also remember that it is, implicitly or more likely even explicitly, op's job to keep people with technical problems from management. That is a reasonable thing to expect. It's why they pay someone else to do that job: they might simply not have the time to talk to every irritated user of technical infrastructure. So by opening up that door of people storming to management, op might already be significantly underperforming. Remember, we're talking about people that security had to remove, not people in a reasonable conflict with the it desk guy. Commented Feb 25, 2018 at 12:17
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    "Get it in writing": op is the lowest end of the food chain, here. Not in a position to make demands on getting details of work instructions in writing. Again, op's job is to a) help people and b) keep people (thus, work) away from other people. Not to increase bureaucracy. Commented Feb 25, 2018 at 12:19
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    Oh, and that might be a German thing: people will get angry when you start deferring blame. We have a problem, we don't care about any of your office politics, and spare us from your small talk. This is a bit different from example the U.S., or very different than for example India. Commented Feb 25, 2018 at 12:26