The Problem with Problem Solving

I can't believe I did it again... 

You'd think after twenty years of this, I'd finally know better.  But, evidently not.  

About six months ago, a co-worker came to me with a problem. Something they wanted help with. I, being my usual self, immediately jumped to action, eager to do what I could to solve the problem.

This was where I made my mistake.

Not in the desire to help, or the impulse to solve the problem. But in jumping right in, my mind eager to "make things better". Unfortunately, I didn't take the time to step back, take a beat, and ask myself one key question.

Is this the right problem to solve?

As it turns out, it was not.  Don't get me wrong, there certainly was a problem, and it needed to be fixed - but it was a symptom, not a cause, and I spent several hours running down short-term, near-sighted solutions instead of using that time to find & address the core issue.  

It wouldn't be such a big deal if this was an isolated event, but it wasn't. It was a mistake I kept making - despite my self-awareness of the tendency.

And I wasn't alone.

Over the course of my career, I've seen this across the spectrum. Typically manifesting in high performers, and folks who seem to naturally gravitate to a servant-leadership mindset (usually both). It's challenging because it comes from a good place - A bias to action and a desire to help, improve, and iterate. The challenge is further compounded because:

1. In many cases, that impulse to act & solve the problem is the right one.
2. It's often hard to realize you're looking at the wrong problem until you're already down the path.

Now, I'm not advocating doing nothing. The problems you see (or are presented to you) are often very real problems. They need solutions. We don't want to just ignore them.

With this last case, I'd had enough. I wanted to find a way - a real way - to improve this. For myself and for people on my team.

So, what did I do?

I need to find a way, when someone does come to me with an issue, to give myself the time and tools needed to make sure I address the right problem.

Here was my approach...

Empathize: And I mean that in the real sense of the word, not the fake management-y placating way.  Really try to understand what the issue is, and how it impacts the person.

Reflect: Reflect back, again in normal conversation. Good reflection helps ensure that you truly understand where the person is coming from and helps that person feel heard.

Pause & Consider:  This is the big one. This is the key.  It's so tempting to just shift into problem-solving mode. To begin the mental search for a solution. Your brain, which loves this kind of thing, will be off and running before you even realize it.  You need to find a way to pause, though. To stop. Take a breath. Find, even a few seconds to think.

Why?

So you can actually consider what you've learned in a broader context. Does the issue align with anything else you've heard or seen? Have you experienced a similar issue before? What was the cause then? Is this an acute, transient, or chronic problem? Is it related to people, processes, or equipment? 

Ask Questions:

As a logical follow-up to the questions you're asking yourself as you consider the issue at hand, ask those questions to others. To the person coming to you with the problem, of course, but others as well - to get more information, clarity, and other perspectives.

Empathy, again, is key here. You want to ask questions to find the best way to address the real issue, not to come across as accusatory or doubtful. You're asking to get more information, it's not a cross-examination.

At this point, you should have enough information to better understand not just the problem or issue you've been given, but the context & scope of it as well. You'll know, much better, the right problem to solve.

A few minutes, even a couple of hours of reflection and questions can save multiple days of wasted work, communication, alignment, and rework.

Important Note:

As with most anything, context really matters. There are times you will simply need to follow your gut and lean into immediate action. If someone comes to you and tells you the storeroom is on fire, that's not the time to try and figure out if the real cause is the ratio of flammable objects to wooden shelves.  Urgency & impact should absolutely play a role in your approach.

Wrapping Up...

I've found this approach & process has helped me significantly. It's not perfect, and neither am I. I still, sometimes, leap to fix something before taking a moment to ensure it's the right thing, but it happens less and less, and by focusing on trying to solve core issues, I've found it better "moves the needle" for performance for myself, my team, and the studios I've worked with.

If you decide to try this, your mileage may vary. You may need to alter or adjust this to better meet the needs of your team, company, and projects - but I encourage you to try something. Find a way to put that amazing brain power and problem-solving talent to even better use.