Here is an example of an email exchange we had during our work today:

Employee: I know that there are issues with logging from a different IP address than the default IP. I'm at a different location with a different IP address. Would the IP cause any problem?

And a bit later.

Manager: Yes it will.

This bothers me. It is very ineffective communication:

1. The employee obviously knew the problem. From his statement, he knew that logging in with his IP address would cause problem; yet he asked “Would the IP cause any problem?” He’s not asking the right question here.
2. The manager answered the in the matter of fact — stating the exact same fact that the employee just pointed out — completely missed the underlying question and provided no directives.
3. The end result was that there was no next action step defined to solve the problem. The employee pointed out the problem, the manager acknowledged the problem, then everything is left as it was.

From employee perspective

Recognizing problem is good. However, it’s important to ask the right questions. What do the employee need from the manager to solve the problem? Directive, instruction, permission, approval, contacts, or decisions, etc? Don't simply leave it at “Houston, we got a problem.”

We can even going beyond, provide a proposal. Take initiative! “I got a problem, I think I can try this to fix it, but need your approval, let me know if you don't want me to try it.”

Let’s take it from Manager perspective

Manager should be sensitive to what the real questions and underlining issues are, then proceed to provide directives if needed. Not everyone can ask the right questions, and not everyone can spot their underlying issues. We are much better at seeing the symptoms than the disease.

What the employee is actually asking is “I know there will be a problem with my IP, what should I do?”

The response from the manager should be providing some sort of solution or action step “Yes it will cause problem, let’s try this”.

Even if the manager do not want to provide solutions or don’t know the solution, simply give directive for the employee to find solution himself “Yes, it would. You know of some other work around? Check with IT.”

I’m always in the mind set that there must be an action step or at least a proposal of an action step after every exchange of communication. So if emails are sent, but no action defined, then that conversation isn't over.