* Significant change occurred. It may seem obvious while reading a book, but when you're in the battle, changes like an operating system patch, an Oracle database patch, an application patch, or even an additional module or application can escape everyone's attention. Think about what could have possibly changed, because it will help you understand what you are technically observing.

* Surprise! Change is fine as along as we anticipate it. Even unanticipated change is OK if we allow room for the unexpected. But what really causes problems is a complete surprise that no one was expecting. That punch-in-your-gut surprise when you first arrive in the morning can be enough to throw everyone into a tizzy. If there is no surprise, people have enough time to prepare and respond to the situation, which is then less likely to become an intense firefighting situation.

* Key business processes are slow. When business processes are slow, people get irritated, whine, and complain. But when the process directly affects the business, managers become concerned and feel they must step in. For example, if your business cannot recognize revenue until the product ships, the product shipping business flow must be smooth and uninterrupted. Problems will directly affect revenue, the stock price, people's bonuses and paychecks, and employees' jobs. So when people are complaining, ask yourself if their activity is key to the successful operation of the company. If so, be sensitive and careful about how you proceed. If not, delicately turn your focus elsewhere.