Send to KindleAs a leader, you have plenty of problems to solve. Though it’s impossible to cover every type of problem you may face (there will always be something new) there are some basic concepts that can be applied to any problem you may encounter.
The most important aspect of problem solving is to understand the problem. Sounds obvious, but too many leaders jump to conclusions, and a solution, without clearly understanding the real problem. The result is often a small problem becoming a large problem, or the creation of another problem that initially didn’t exist. A good leader will ask these five questions in an attempt to better understand the actual problem. Though situations, and the time available to consider the questions, will vary, most problems do not require an immediate answer. In fact, it’s usually a good idea, in non-emergency situations, to pause and consider the problem more carefully.
1. What is the problem?
Answer who, what, where, when, why, and how. Gathering this information helps to clarify the problem and provide a broader view of the underlying issue. You’ll look at some these components in more detail next.
2. Who is responsible for the problem? This is not finger pointing, but an effort to identify who is involved. You need to know who the players are and whether the problem involves a single person or a group. Remember, you are only gathering information at this point. Resist the urge to take action.
3. Why is the problem a problem? What effect does the problem have on your area of responsibility and your people? Sometimes something only bothers a single person and an attempt to solve the “problem” will actually create other problems with much broader impact. Therefore, it’s critical to know why the problem really requires your attention.
4. What happens if you don’t take any action? Will the problem go away on its own? This is a follow-up to question 3. Sometimes a minor problem is only temporary and will disappear without your intervention. Granted, this is seldom the case, but if it is, your action may make a little issue into a big problem. As a corollary to this question, a leader should ask if a subordinate can deal with the problem; giving that person a chance to exercise leadership skill while relieving you of something that doesn’t really need your attention.
5. What is the root cause? A wise leader will learn to utilize root cause analysis. Real root cause analysis is not simply asking who’s responsible for this. In fact, a good analysis will not focus on any particular person or event unless the investigation eventually points that way. A great technique is to ask why five times. Think of small children. They will ask why again and again. Yes, it can become quite obnoxious, but it’s their attempt to really understand. Each time you receive an answer to your question, ask why again. By the time you get to the fifth why, you’re probably at the root cause.
These five questions will give you a much better understanding of the problem and with better understanding will come a more effective solution.
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