6 minutes

What counts

Not every difficult feeling. A miss you can point to in the work.

What you’ll be able to do

Identify the practical implication of “What counts” and apply it to one live DHS decision connected to Critical Incidents in the Work.
Compare the responses to this question and explain your choice: How should the team use the concept?
Document a next step for What counts: Choose one live work object, name a change or formal escalation, assign an owner, and set the date the result will be reviewed.

After the incident. The work is still there. — Write the process. If you need a villain, you are already ranking people.

Critical-incident methods ask you to describe what happened, what it meant to the people there, and what you would do differently. This course keeps that shape. It drops the classroom role-play that turns a colleague into a case study without their consent.

A joke in standup landed as harm. What is the strongest first move?

Workshop the jokester’s personality.

Name what was said and what the process allowed. Repair the work. If it is a complaint, use EOAD — not a circle.

Ignore it. Intercultural practice means thick skin.

Ask the person who was harmed to teach a module.

Put this lesson to work

What you can change

You control whether what counts changes a live DHS process connected to Critical Incidents in the Work or remains information on a page.

What to watch for

The team completes the learning, keeps the same default, assigns no owner, and never checks who carries the burden.

Your next step

Choose one live work object, name a change or formal escalation, assign an owner, and set the date the result will be reviewed.

Try a situation

A team is discussing what counts. Someone wants to use the concept to describe which employees or community members “get it” before a live work decision is examined.

How should the team use the concept?

Use it to identify who needs more development before they can participate.

Avoid the concept entirely because disagreement could be uncomfortable.

Use it to examine the process, name what the default misses, and choose one owned change.

Carry this forward

Not every difficult feeling. A miss you can point to in the work.
You control whether what counts changes a live DHS process connected to Critical Incidents in the Work or remains information on a page.
Choose one live work object, name a change or formal escalation, assign an owner, and set the date the result will be reviewed.

Completion is shown by a scenario decision, a knowledge-check response and a saved one-minute commitment.

Choose one live work object, name a change or formal escalation, assign an owner, and set the date the result will be reviewed.

Your next step

What will you do differently this week after What counts?

Apply this lesson to one live work object connected to Critical Incidents in the Work.

Name the affected people, one process change, the owner, and a review date.

Use the right-door guide if a formal duty or accountable office may be involved.

Browse and download only. Course notes are not typed or saved on this page.

Mark this lesson complete

Participation and course completion in this program do not count toward DHS-required training credits unless management, a director, or DHS leadership expressly approves an exception.