My
new book Part 3
In my last post, I introduced my Problem-Solving Road
Map and then listed ten behaviors and personality traits that I believe are the
basic genetic material shared and utilized by effective problem solvers. The ten behaviors I listed were:
1. Being Objective
2. Being Analytical
3. Being Creative
4. Having Dedication, Commitment and Perseverance
5. Being Curious
6. Having Courage
7. Having A Sense of Adventure
8. Being Enthusiastic
9. Being Patient
10. Being Vigilant
In today’s post I will describe each of these
behaviors in more detail. It’s important
to understand that these behaviors or traits do not have to exist in a single
person, but rather the team must exhibit them. Much of what I am posting is taken from my new book [1] The Problem-Solving, Problem-Prevention, and Decision-Making Guide - Organized and Systematic Roadmaps for Managers.
The
DNA of Problem Solvers (con’t)
A problem solver must always be impartial and
objective and not have preconceived notions, ideas or biases on what is causing
the problem. Each problem has its own
set of conditions or circumstances and most of the time the answer lies in the
data and information surrounding these conditions. Without objectivity, crucial observations
might be ignored or missed. I have
witnessed so many times individuals and teams jumping to causes and solutions
before even understanding the problem.
Keeping an open mind throughout the process is critical.
A good problem solver must be analytical and
systematic in their approach to problems.
One of the keys to solving problems is the art of asking the right
questions in a methodical fashion. As we
investigate problems, it is crucial to use a logical approach as we move
through the maze of unknown facts and forever present opinions of others. Asking questions, or should I say the right
questions, is imperative if we are to uncover the facts relative to the
problem. Closely related to this is the
need for analysis. Once the information
and data surrounding the problem is collected, it must be analyzed in a
systematic way. A good problem solver
knows and understands which tools and techniques are available, how to use
them, and when to utilize each one.
Solving problems requires imagination, creativity and
ingenuity. Solving problems sometimes
requires abstract thinking and necessitates imaginative and inventive
actions. Once you have determined the
true root cause (or causes) of the problem, it’s time to be innovative and let
your creative juices flow as you develop effective solutions. The solution to your problem will demand
ingenuity and resourcefulness, so you must be inventive.
Solving problems requires dedication, perseverance,
and commitment because the answers are sometimes obscure or concealed and,
therefore, not always obvious. One must
be determined to find the root cause and committed to using a systematic
approach. A good problem solver doesn’t
vacillate as the problem-solving journey unfolds, they stay the course.
A good problem solver has curiosity. When one is curious, they are interested in
understanding why things happen and will probe below the surface of the problem
looking for things that may not be obvious or evident above the surface. Solutions to problems all begin out of
curiosity and desire to determine and understand what happened and then
understand why. Until you understand why
the problem has emerged, your chances of solving it are pretty much nil.
It takes courage, daring, and “guts” to be a good
problem solver. Since there is usually
always a negative aura or atmosphere surrounding problems, people that are
closest to and responsible for the area with the problem, sometimes feel
threatened. Because they are feeling
vulnerable and exposed, they generally don’t like to be questioned, but you
must have the courage and fortitude to push forward and seek answers. When you ask someone questions about the
problem in their area of responsibility, many time the instinctive reaction is
to take a defensive posture. You are
typically perceived as prying and impugning their character. Of course, this isn’t really the case and if
you ask the questions in a positive and non-threatening way, you can ease some
of this perception.
Solving problems is a journey and an exploration into
what happened, so having a sense of adventure is fundamental to reaching your
destination. I have often wondered how
the early explorers, like Columbus or Lewis and Clark, must have felt as they
sailed into unknown and uncharted waters or passed through unfamiliar and
strange countryside, never knowing what they were going to encounter or be
confronted with or even if they would be successful. The one thing Toyota does better than any
company I have ever seen is their mandate and directive to their employees to
go visit the source of the problem, so they can see firsthand what is
happening.
A good problem solver must demonstrate enthusiasm
during the problem-solving journey.
There must be a certain zest, zeal and passion that becomes contagious
and infectious to the rest of the team.
By demonstrating and communicating enthusiasm to the team, you are
inadvertently motivating and inspiring your team members. There will be times when the situation may
appear hopeless to the team, but your positive outlook and enthusiasm will
guide you and your team through the process.
Finding root causes and developing solutions to
problems are not always clear-cut, straightforward, or uncomplicated, so a good
problem solver must demonstrate patience, persistence, and staying power. You will at times, be pressured to move
faster than you would like to or need to, so you must be compelled to stay the
course. Part of learning to be a good
problem solver is learning how to become disciplined and regimented. If you will take your time and systematically
work through problems, your success rate will improve dramatically. Remember, patience truly is a virtue.
Finally, a good problem solver should be vigilant and
always expect the unexpected. Just when
you think you may have exposed the root cause of a problem, or have discovered
the causal pathway of the problem, new information or something unanticipated
may come out of the blue and catch you off guard if you aren’t alert to this
possibility. So be cautious and
attentive that DNA of problems.
As we go through my postings, if you have any
questions for me, send me an email to ras8202@live.com.
Bob Sproull
[1] Bob Sproull, The Problem-Solving, Problem-Prevention, and Decision-Making Guide - Organized and Systematic Roadmaps for Managers, CRC Press, 2018 by Taylor and Francis Group, LLC
