what to do when communication is a barrier in problem-solving

Now, as a software engineer (or lead) main part of the job is problem-solving. And you get situations such as — how come that this customer order ended up in this state, why it did not reach a certain system and so on.

Now, Observability platforms play an important role in this, however, in certain cases you depend on other teams and gather information from them.

With near-shore or off-shore teams, language and the ability to communicate in an agreed language such as English can be a barrier. Whether it is Ukraine or India or Vietnam or Serbia the challenge is still there.

Effective communication is key to the success of any team, especially when working on a complex software product with multiple components. Here are a few tips that may help you facilitate communication with other team members when you need their support to solve problems:

1. Be clear and concise: When communicating with team members, be sure to clearly articulate the problem you are facing and the support you need from them. Use concise language and provide any relevant details or context to help them understand the issue.
2. Use appropriate communication channels: Depending on the nature of the problem and the urgency of the situation, choose an appropriate communication channel. For example, if the issue is urgent and requires immediate attention, you may want to use a real-time channel such as Slack or a phone call. If the issue is less urgent, you may be able to use email or a team collaboration platform such as Asana or Jira.
3. Follow up as needed: If you have not received a response or the support you need in a timely manner, follow up with the team member to ensure that your request has not been overlooked.
4. Encourage open communication: Encourage open and transparent communication within your team by setting a positive tone and being open to feedback and input from others. This can help foster a culture of collaboration and support, making it easier for team members to ask for and provide assistance when needed.

By following these tips, you can help facilitate effective communication and ensure that you get the support you need to solve problems and move your project forward.

And you can go one step further by using visual aids, translation tools or have someone in the middle that can facilitate the communication.

And then there is the question: is it worth it? And on this aspect, in order to make an informed decision, you need good metrics to understand the impact and delay of a certain task.

Another barrier could be that there is a mix between communication and abilities.

There can be many reasons why you might consider using external resources when team members with the necessary skills are not engaging in the project. Some potential reasons could include:

1. Lack of capacity: If the team member is already overwhelmed with other priorities or responsibilities, they may not have the capacity to take on additional work. In this case, using external resources may be necessary to ensure that the project stays on track.
2. Inability to resolve the issue: If the team member lacks the necessary skills or expertise to solve the problem, using external resources may be necessary to find a solution.
3. Time constraints: If the project is under a tight deadline and the team member is unable to provide the necessary support in a timely manner, using external resources may be necessary to ensure that the project stays on track.
4. Lack of engagement: If the team member is simply not engaged in the project and is not willing to contribute, using external resources may be necessary to move the project forward.

It’s important to keep in mind that using external resources should be a last resort, and it’s usually best to try to resolve any issues within the team before looking outside the organization for help. However, in certain situations, using external resources may be necessary to ensure that the project stays on track and meets its goals.

And we you end up with the conclusion that you need to use external resources to solve problems, even though you have full-time employees that were supposed to be able to contribute — the open point remains: is it worth it? Less can be more.