Solutions

Too often we are quick to point out "issues" or "problems" without offering or focusing on SOLUTIONS. Why? Because finding or pointing out issues and problems is so much easier than finding solutions to them. Finding solutions takes time, thought, effort, and more often than not, collaboration. Usually not one person or department is the "solution". Solutions generally require multiple parties working together to achieve a greater objective.

Finding solutions also can result in conflict, which most are adverse to. There is a reason there is an issue or problem and that reason usually involves a faulty process, failing department, lack of resources, or poor staff. Pointing these out can be confrontational enough, but the solutions oftentimes can cause all-out war. Solutions can mean asking for more resources, fixing processes others developed, making changes within a department or adding responsibilities to a department it does not wish to take on, or changing staff. Usually these are met with resistance.

But solutions can make everyone's lives better, in particular for the customer. The benefits of fixing the issue or problem must be well communicated to everyone involved. You don't want to jam a solution down someone's unwilling throat. You have to make a concerted effort to explain how the solution might make an individual's or department's experiences better.

I have asked my team to take on more and more work these last two months. This additional work can be simply viewed through the prism of a burden unless properly communicated that the additional work can result in increased recognition, possible improvement of title and compensation, improved job security, and having a bigger impact on the end result; which benefits everyone involved. That is why I spend so much time emphasizing efficiency. Let's figure out a way to reduce the amount of time it takes to do a particular task. Let's figure out a way to make the report in question much easier to understand and actionable. If we can do these two things we help everyone involved, including ourselves.

So, in addition to being solution-oriented, we must also be focused on communicating the objectives, reasons, and positive conclusions to the work done. Too often we accomplish something and immediately move on to the next task without taking time to debrief the project/task and its many benefits. We need to remind ourselves of what the original issue was, how we came about resolving it, and how this resolution benefits those involved. The lessons we learn through this process can make future solutions quicker and easier to accomplish with less conflict.

Be a solutions-focused associate who communicates to others, both within and outside of your department and you will achieve results you never imagined possible.