Since you are reading this post I assume you are most likely a business analyst, want to be a BA, or have BAs working for you. At the end of this post I think you'll all agree that we do not need BAs. I think it is also safe to say there is nothing positive about a BA.
Let me first define what I mean by "BA". I do not mean a Business Analyst. I am referring to a Bad Attitude. I am a firm believer that we need business analysis, but we do not need business analysts with bad attitudes. Our profession is still young, and bad attitudes will seriously impede our ability to positively impact organizations around the world.
I recently went to a store to make a purchase. When I was next in line the cashier said, "Can I help the next person?" Her words were fine, but the tone was terrible. Her body language and lack of enthusiasm said "I don't really want to help the next person in line, but that is what I get paid to say." I knew this was going to be a bad experience, but I tried to approach it with an open mind. Unfortunately it only got worse. Here is an example of how I was treated. I had two items to pay for so I handed the cashier both. I quickly learned she was not happy about that move. She yelled, "One thing at a time!" I really like the store, but I had a really bad experience because of one person's bad attitude.
In situations like this I normally don't complain. I will just never spend my money at that establishment in the future. There are too many options out there. I don't feel like trying to give feedback and help resolve the issue when I can just go down the street to the competition.
As a business analyst do you have a bad attitude? Let's find out with this short quiz.
Answer the three questions below by choosing the answer that you most closely can relate.
- When you are eliciting requirements for a specific process and your stakeholder starts talking about another process do you respond by saying something like:
a. "One thing at a time!"
or
b. "This is a great conversation, but we have time scheduled to discuss that process tomorrow. Can this wait until then or should do we need to explore this process before continuing?" - When your project manager asks for your status do you respond by saying something like:
a. "I'm working on it. I would be done if you didn't keep asking me my status."
or
b. "Things are looking good. I have a few more meetings this week. I'll give you an update Friday." - When your QA Analyst asks about a requirement for the third time do you respond by saying something like:
a. "I already explained this to you twice; I doubt a third time will help."
or
b. "Let me see if I can explain this better..."
If you answered "B" to all of these most likely you have a positive attitude and are viewed as a team player and contributor. If you answered "A" to any of the above you may have a bad attitude. Think about why you answered "A" and you may want to make some adjustments.
Similar to my response at the store, the people you work with may not give you critical feedback about the impact of your attitude. They may choose to not work with you and decide to work with another BA without a BA (bad attitude).
Positively yours,
Kupe
Comments (21)
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written by Alisha Sauer, May 25, 2010
written by Alisha Sauer, May 25, 2010
This is so true. I passed your quiz for having a positive attitude, but there have been times when I have struggled with a project team member, and my ability to keep my cool has been tested. As BA's, we have to maintain relationships even with difficult people/situations, and maintain our reputation as pleasant and smart people to work with so we can continue to get cooperation when time is short. Subject matter experts don't always have that same burden when dealing with with us - we need them!
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written by A Kaseno, May 25, 2010
written by A Kaseno, May 25, 2010
In response to Pete's comment -- one point to note is that most people don't necessarily "care" why someone has a bad attitude. Generally if one is on the receiving end of someone with a BA, one simply reacts
As an individual, it is important to try to portray a GA as a default
As an individual, it is important to try to portray a GA as a default
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written by Gagan Rana, May 25, 2010
written by Gagan Rana, May 25, 2010
Yes, its true that BA's BA has no place in open team. We have to be koowl about things and always have to have a good nature and a 'Happy to help' (but depends) attitude. To keep yourself in good attitude could be a tough job but thats our job, isn't it.
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written by Angie Perris, May 25, 2010
written by Angie Perris, May 25, 2010
Interesting how impactful a bad attitude is as a first impression of someone. If you are working with a team member or a customer for the first time and display what I call an "ugly" attitude - (and I agree with Onessa that it may not be the most empathetic approach), but most people don't wonder why you are in a bad mood, they just react and form a low opinion of you and will probably circumvent you the next time. We need to be ever- vigilant about being "easy to do business with". Thanks for the reminder Kupe that in as little as 5-10 seconds of displaying a bad attitude can cause our customers or peers to look elsewhere for a good BA.
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written by Alidad Hamidi, May 25, 2010
written by Alidad Hamidi, May 25, 2010
Thanks for the reminder Kupe. It is always good to go back and reassess our own attitude.
My only concern here is, it is true that a BA must be an easy going person, at the same time, this should not cost the project. It is worth mentioning that having a nice attitude is different from getting along with whatever comment we receive.
As BA's our main job is not to maintain a good relationship (although it comes with the job) but to generate value for the client. We can have a long discussion about sustainable value and stakeholder satisfactions and so on but the reality is, BA's are all about brining or increasing value.
The major problem I see here is clash of roles and responsibilities. Many times, BA's do what actually a PM is suppose to do and that will cause conflict. PM's must be restrict, following the schedule, asking people for results, etc. But many time, just because PM's don't do their job, it is BA who is taking the blame.
We should not forget that a BA is also part of a team. So it is not only BA which must get along. As a BA, many times we have to disagree with the stakeholders because it is our job to point out the potential problems and find proper solution for the right problem not just accept whatever comes to us.
I totally get your point about the attitude and its importance to a BA role even more important than many of the analytical skills, but such behavior must be promoted by PM and the Business in a broader way and in any project, everyone must contribute to the team to achieve the expected goals and not just BA.
As BA's we have to strive to be popular, at the same time, BA job is not a popularity contest. Sometimes, other people should also get along.
My only concern here is, it is true that a BA must be an easy going person, at the same time, this should not cost the project. It is worth mentioning that having a nice attitude is different from getting along with whatever comment we receive.
As BA's our main job is not to maintain a good relationship (although it comes with the job) but to generate value for the client. We can have a long discussion about sustainable value and stakeholder satisfactions and so on but the reality is, BA's are all about brining or increasing value.
The major problem I see here is clash of roles and responsibilities. Many times, BA's do what actually a PM is suppose to do and that will cause conflict. PM's must be restrict, following the schedule, asking people for results, etc. But many time, just because PM's don't do their job, it is BA who is taking the blame.
We should not forget that a BA is also part of a team. So it is not only BA which must get along. As a BA, many times we have to disagree with the stakeholders because it is our job to point out the potential problems and find proper solution for the right problem not just accept whatever comes to us.
I totally get your point about the attitude and its importance to a BA role even more important than many of the analytical skills, but such behavior must be promoted by PM and the Business in a broader way and in any project, everyone must contribute to the team to achieve the expected goals and not just BA.
As BA's we have to strive to be popular, at the same time, BA job is not a popularity contest. Sometimes, other people should also get along.
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written by Søren Hjelholt, May 26, 2010
written by Søren Hjelholt, May 26, 2010
A small comment on Pete's comment.
In any profession, whether your a shop assistant or a Business analyst, you should be able to service the customer with at good attitude, or at least a professional attitude. I've been working as both, and have always taken pride in serving my customers in a way that don't put them off. Then it doesn't matter if you may be in a bad mood, haven't slept al night or whatever, just suck it up a be professional.
Sometimes i, halfway as a joke but not quite, argue that everyone should work as a waiter for a couple of months, thats the best place to learn to be professional to everyone (and then go in back room and let out your frustrations afterwards)
In any profession, whether your a shop assistant or a Business analyst, you should be able to service the customer with at good attitude, or at least a professional attitude. I've been working as both, and have always taken pride in serving my customers in a way that don't put them off. Then it doesn't matter if you may be in a bad mood, haven't slept al night or whatever, just suck it up a be professional.
Sometimes i, halfway as a joke but not quite, argue that everyone should work as a waiter for a couple of months, thats the best place to learn to be professional to everyone (and then go in back room and let out your frustrations afterwards)
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written by Kupe Kupersmith, May 26, 2010
written by Kupe Kupersmith, May 26, 2010
@Pete K-Star - We have to see ourselves as actors in a play. When you go to the theater do you want to see an actor give a poor performance because they are in a bad mood. No way. The same applies for us as BAs. This supports @hjelhot's arguement that we all need to be waiters.
I will say that if you have established a strong relationship with your stakeholder they may not react the way I did in the store. They will see something is wrong and most likely be empathetic. But we should always be striving to have a "GA" as @Onessa says.
@Alidad - You bring up an excellent point regarding BAs trying to be popular. I totally agree with you being a BA does not mean you are everyones best friend. But I see the bad attitude and popularity points as different. You can be positive and not win the popularity contest. You can have a positive attitude and be challenging to drive value. You may not be invited out for drinks, but you will be respected. The negative perception comes in when you are challenging with a bad attitude. The value you bring is forgotten and all they remember is the attitude.
@asauer - I would have expected you to pass!!!!
Great discussion everyone. Keep the comments coming.
I will say that if you have established a strong relationship with your stakeholder they may not react the way I did in the store. They will see something is wrong and most likely be empathetic. But we should always be striving to have a "GA" as @Onessa says.
@Alidad - You bring up an excellent point regarding BAs trying to be popular. I totally agree with you being a BA does not mean you are everyones best friend. But I see the bad attitude and popularity points as different. You can be positive and not win the popularity contest. You can have a positive attitude and be challenging to drive value. You may not be invited out for drinks, but you will be respected. The negative perception comes in when you are challenging with a bad attitude. The value you bring is forgotten and all they remember is the attitude.
@asauer - I would have expected you to pass!!!!
Great discussion everyone. Keep the comments coming.
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written by Peter Rankin, May 26, 2010
written by Peter Rankin, May 26, 2010
I agree with what people are saying, and it seems that I have managed to get my point across in the wrong way.
Essentially, what I am saying is that as a BA we do have to be generally positive towards people. However, those that we encounter may not have the 'GA', and instead of us GA BA's reacting negatively, we should accept that some people just have an off day or we catch them at the wrong time.
Regarding Hjelholt's comment: Yes everyone should be professional at all times. But then again if we all are, then there would be no need for communication skills courses etc. However Aperris is correct...people dont care why your upset, and that is a sad state of affairs in a working environement.
I'm not trying to be all lovey dovey, holding hands type, but i certainly think that as BAs we should be skilled communicators, which in part means understanding (or at least trying to understand) that people have moods, and these can change quicker than the weather in Scotland. Next time someone you see has a bad attitude, we shouldnt judge them, but maintain our positive attitude everytime we meet them...
Essentially, what I am saying is that as a BA we do have to be generally positive towards people. However, those that we encounter may not have the 'GA', and instead of us GA BA's reacting negatively, we should accept that some people just have an off day or we catch them at the wrong time.
Regarding Hjelholt's comment: Yes everyone should be professional at all times. But then again if we all are, then there would be no need for communication skills courses etc. However Aperris is correct...people dont care why your upset, and that is a sad state of affairs in a working environement.
I'm not trying to be all lovey dovey, holding hands type, but i certainly think that as BAs we should be skilled communicators, which in part means understanding (or at least trying to understand) that people have moods, and these can change quicker than the weather in Scotland. Next time someone you see has a bad attitude, we shouldnt judge them, but maintain our positive attitude everytime we meet them...
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written by Robert Dubois, May 26, 2010
written by Robert Dubois, May 26, 2010
Good conversation. One thing that strikes me in this that Kupe brought up early on is that we are part of a young profession. As ambassadors of this young and growing profession our first impression and more importantly that lasting impression that we have with our stakeholders at the end of the day is what will determine how successful we all will be. Trust, value and more importantly attitude go a long way in our pursuit of success.
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written by Kupe Kupersmith, May 27, 2010
written by Kupe Kupersmith, May 27, 2010
@Pete K-Star - I get where you are coming from and agree. But our bad moods should not be a reason to take it out on others. Yes, there are days I have bad moods, but I try to let those around me know what is going on rather than just snapping at them like the store clerk did to me. I tried to lighten the mood, but she wanted none of that and chose a path of rudeness. So, I am not saying we should be uncaring. I am saying we need to be aware of how are bad attitude can be perceived.
I wrote this blog post hoping for further discussion. I'm glad it is taking shape. Thanks everyone.
I wrote this blog post hoping for further discussion. I'm glad it is taking shape. Thanks everyone.
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written by Abhishek Bhalerao, May 28, 2010
written by Abhishek Bhalerao, May 28, 2010
The title was eye catching so read this post. Interesting stuff and kind of reminds me that as a Business Analyst I should be ready to help the team members with answers/clarifications.
One point I would like to make here. When someone comes and asks me repeatedly how something works, I would point him to a document that already exists. And I do not think this is bad attitude, because that is the reason why documents exist - information is not with a person but within a document.
Also before performing walk through of a spec I ask people to read the doc first. I ask some basic questions to people to gauge whether they have read the document or not. The intention is simple - the walk through should not be a one way "story telling". It should be an 2-way discussion.
I believe that both points mentioned are not bad attitudes, any thoughts?
One point I would like to make here. When someone comes and asks me repeatedly how something works, I would point him to a document that already exists. And I do not think this is bad attitude, because that is the reason why documents exist - information is not with a person but within a document.
Also before performing walk through of a spec I ask people to read the doc first. I ask some basic questions to people to gauge whether they have read the document or not. The intention is simple - the walk through should not be a one way "story telling". It should be an 2-way discussion.
I believe that both points mentioned are not bad attitudes, any thoughts?
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written by Bill, May 28, 2010
written by Bill, May 28, 2010
Gee nothing like using cheap tricks to get people's attention or to try to get them to read an article eh?
As for attitudes, saying "we don't need bad attitudes" is a blatant water-is-wet statement. Happily, I have yet to encounter such attitudes among BAs (which stands for "Business Analyst," by the way).
As for attitudes, saying "we don't need bad attitudes" is a blatant water-is-wet statement. Happily, I have yet to encounter such attitudes among BAs (which stands for "Business Analyst," by the way).
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written by Kupe Kupersmith, May 28, 2010
written by Kupe Kupersmith, May 28, 2010
@Abhishek - I agree that the points you mentioned do not alone indicate a bad attitude. Now if you throw in some "eye rolls" and other negative body language I may not agree! Asking people to be prepared touches on what @Alidad said earlier about bringing value. The more prepared everyone is the more value you'll get out of that review.
@guest - I realize the title opened me up for your comment. The topic though is very important and should not be discarded as I think you would like it to be. If it is so blatant and obvious why did the store clerk act as she did? Why do we run into people every day with bad attitudes? I don't think business analysts are immune to bad attitudes. I'd love to hear your thoughts.
@guest - I realize the title opened me up for your comment. The topic though is very important and should not be discarded as I think you would like it to be. If it is so blatant and obvious why did the store clerk act as she did? Why do we run into people every day with bad attitudes? I don't think business analysts are immune to bad attitudes. I'd love to hear your thoughts.
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written by Peter Rankin, May 28, 2010
written by Peter Rankin, May 28, 2010
Kupe, yes totally agree...politness costs nothing. I watched Formula One last week, and Nico Rosberg (driver for Williams Team and is team mate of record world championships winner Michael Schummacher) had an absolutely terrible race. In post race interview (conducted by a friend of Nico's) he was clearly annoyed and upset about the car and perfromace. However, he made his apologies and left the interview after one question.
Everyone knew why he was upset after that, but more importantly that he was upset. He still retains his 'nice' guy look, but also this aids his determination to succeed image.
@Guest...the title got you to read, and it was sneaky to use BA, but it worked.
Cheers for the blog and your comments Kupe, much appreciated to have a good discussion on a topic that most people would otherwise take for granted.
Everyone knew why he was upset after that, but more importantly that he was upset. He still retains his 'nice' guy look, but also this aids his determination to succeed image.
@Guest...the title got you to read, and it was sneaky to use BA, but it worked.
Cheers for the blog and your comments Kupe, much appreciated to have a good discussion on a topic that most people would otherwise take for granted.
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written by Desiree Purvis (née Chu), May 29, 2010
written by Desiree Purvis (née Chu), May 29, 2010
Hi Kupe:
After I finished laughing at being fooled by your clever title, I was soberly reminded of the time I got pulled up for my own bad attitude as a BA. It was pointed out to me that my attitude was bringing down other, more junior, members of the team and thus leading to low morale. At the time I was upset at the inference, but a couple of days later after some reflection, had to agree that there was some truth in the matter. I determined that from that point onwards it wouldn't happen again. It was a good kick up the backside, no mistake!
So basically, we cannot underestimate the amount of influence we have on others when we demonstrate a bad attitude. We must take care to ensure we get our messages across without insulting or offending others. We should try to respect the people we work with. We need to be empathic and listen to others. This doesn't just apply to our roles as business analysts, but in our everyday living as human beings.
Keep up the good work!
Desiree
After I finished laughing at being fooled by your clever title, I was soberly reminded of the time I got pulled up for my own bad attitude as a BA. It was pointed out to me that my attitude was bringing down other, more junior, members of the team and thus leading to low morale. At the time I was upset at the inference, but a couple of days later after some reflection, had to agree that there was some truth in the matter. I determined that from that point onwards it wouldn't happen again. It was a good kick up the backside, no mistake!
So basically, we cannot underestimate the amount of influence we have on others when we demonstrate a bad attitude. We must take care to ensure we get our messages across without insulting or offending others. We should try to respect the people we work with. We need to be empathic and listen to others. This doesn't just apply to our roles as business analysts, but in our everyday living as human beings.
Keep up the good work!
Desiree
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written by Kupe Kupersmith, May 29, 2010
written by Kupe Kupersmith, May 29, 2010
Hey Desiree,
Thanks getting the joke and sharing your story.
Thanks getting the joke and sharing your story.
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written by Steven Blais, May 30, 2010
written by Steven Blais, May 30, 2010
Handling Bad Attitudes
[posted 5/30/10 on Business analyst Times]
So, Kupe, and everyone else:
What if you perceive you have a bad attitude one morning or mid-day. Suppose you had a real bad commute and a guy cut you off and you spilled your Starbucks on your brand new suit (or dress, while I don't suppose Kupe wears a dress, I guess I should be generic about this), and someone took your parking space, and as you got out of the car your briefcase flies open and your computer smashes to the pavement and you haven't backed up in a week and all your papers go flying down the street especially the report that is due at 11:00 AM which you spent all night working on which is why you needed the coffee. Now, actors are trained to cover their personal feelings with those of another role, and they rehearse lines for weeks so that they know exactly what to say and how to react on stage. BAs are not (although I am sure there are managers and developers who might question that). So here is the question: what do you do about it?
Even more likely. What if you encounter a stakeholder or developer with a bad attitude, as in, "What is the use of spending time giving you information when you guys are just going to do whatever you want anyway?" or "You business analysts are just obstacles. Why don't you just let me talk directly to the stupid users and I'll find out what they want and give them what they deserve? What good are you guys anyway?" So, what do you do? You need the information from the stakeholder, and you need the cooperation if not collaboration from the developer. How do you handle the bad attitudes in them?
[posted 5/30/10 on Business analyst Times]
So, Kupe, and everyone else:
What if you perceive you have a bad attitude one morning or mid-day. Suppose you had a real bad commute and a guy cut you off and you spilled your Starbucks on your brand new suit (or dress, while I don't suppose Kupe wears a dress, I guess I should be generic about this), and someone took your parking space, and as you got out of the car your briefcase flies open and your computer smashes to the pavement and you haven't backed up in a week and all your papers go flying down the street especially the report that is due at 11:00 AM which you spent all night working on which is why you needed the coffee. Now, actors are trained to cover their personal feelings with those of another role, and they rehearse lines for weeks so that they know exactly what to say and how to react on stage. BAs are not (although I am sure there are managers and developers who might question that). So here is the question: what do you do about it?
Even more likely. What if you encounter a stakeholder or developer with a bad attitude, as in, "What is the use of spending time giving you information when you guys are just going to do whatever you want anyway?" or "You business analysts are just obstacles. Why don't you just let me talk directly to the stupid users and I'll find out what they want and give them what they deserve? What good are you guys anyway?" So, what do you do? You need the information from the stakeholder, and you need the cooperation if not collaboration from the developer. How do you handle the bad attitudes in them?
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written by Kupe Kupersmith, June 01, 2010
written by Kupe Kupersmith, June 01, 2010
@sparkerb - I think you jinxed me. My car died on the way to work. Keeping my positive attitude will take some work today. Why can't we be like actors. Improv actors do not have lines to memorize and they still have to react positively. Think of yourself as an improv artist at your next meeting!
Regarding your second point I try to make preemptive strikes. If I do not know the stakeholders well I do what I can to get to know them quickly. I'll have one on one meetings to get a take on their previous project experience and see if they reveal some of the feelings you quoted above. Then I can work to turn them by addressing their pain points.
Now i have to go search for a new car...yuk.
Regarding your second point I try to make preemptive strikes. If I do not know the stakeholders well I do what I can to get to know them quickly. I'll have one on one meetings to get a take on their previous project experience and see if they reveal some of the feelings you quoted above. Then I can work to turn them by addressing their pain points.
Now i have to go search for a new car...yuk.
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written by JoAnne Kenzie, June 15, 2010
written by JoAnne Kenzie, June 15, 2010
I have heard variations of both of sparkerb’s comments during my BA career. It is important to remember that these people have probably had bad experiences in the past that have nothing to do with you. I take a deep breath before speaking, and then (in what I’ve been told is my “mom” voice) I might say something like “wow, it sounds like you’ve had some bad experiences with systems projects. I’m going to try to do better job, but I really need to tap into your insight and experience to do that. Will you give me a chance?” It might sound goofy, but I have found these simple, sincere statements help create bonds. You have acknowledged their frustration, and pointed out that they are valuable.
For the latter, if they actually said “stupid users”, I would point out that they answered their own question by referring to the reason they are employed as “stupid”. If not, I might say something like “the request needs to be documented in a way that the user agrees and understands exactly what they are getting. On that note, let’s talk about what kinds of documentation I can provide to you to make your job smoother.”
Refuse to be insulted (don’t take it personally), point out your value, and then illustrate it.
Lastly, it may be OK, depending on your relationship, to briefly reveal to others that you’ve had a horrible morning and are feeling really stressed but you’re going to try to put it behind you. We are all human and if you are snippy with someone, apologize. Maybe they will bring you a fresh cup of coffee to cheer you up.
For the latter, if they actually said “stupid users”, I would point out that they answered their own question by referring to the reason they are employed as “stupid”. If not, I might say something like “the request needs to be documented in a way that the user agrees and understands exactly what they are getting. On that note, let’s talk about what kinds of documentation I can provide to you to make your job smoother.”
Refuse to be insulted (don’t take it personally), point out your value, and then illustrate it.
Lastly, it may be OK, depending on your relationship, to briefly reveal to others that you’ve had a horrible morning and are feeling really stressed but you’re going to try to put it behind you. We are all human and if you are snippy with someone, apologize. Maybe they will bring you a fresh cup of coffee to cheer you up.
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written by Kupe Kupersmith, June 15, 2010
written by Kupe Kupersmith, June 15, 2010
@Jkenzie1 - Great stuff. I love the mom voice. What that tells me is you are truly showing empathy.
On your last note, we all have bad days and everyone understands that. Like you said, just be upfront about it and people will have your back.
Thanks for sharing your thoughts and experiences.
On your last note, we all have bad days and everyone understands that. Like you said, just be upfront about it and people will have your back.
Thanks for sharing your thoughts and experiences.
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I may be labouring on the shopping experience, but think that it is important as a BA to not make assumptions. maybe next time the cashier will be pleasant.
however, having said all that, yes as a BA there really is no place for Bad Attitudes. But it is what people perceive to be a bad attitude and there are many factors that can contribute to it.
An example, a friend was promoted into a team management position, and was evaluating all the new team members. He noticed that one member always had a bad attitude, was short with people and very unsociable with colleagues. Obviously, this person was earmarked as one to keep an eye on. But as it transpired, that individual was being dumped on by all the other team members and he was having to do all their work aswell...no wonder he wasnt a happy bunny.
We need to take time to understand people and give them the benefit of the doubt, we never know what has happened just before we speak to them.