Problem solving

Own your ignorance – and change it!

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Let’s be honest.  Ignorance is not bliss.  Nor is it the negative connotation that most people get when we use the word.  Ignorance, in the context I’m using it, means not having the skill set or the mind set to tackle the persistent personnel issues hurting your organization.  So own your ignorance to the extent that you acknowledge that you have neither the time nor the skills to personally address the issues.  Unless you’re willing to expend both time and effort to become a professional problem solver you’re going to have to have the courage and grace to accept help from others.

Now to change the ignorance and become wise – professional problems solvers have no agenda other than helping you resolve the issues which you’ve identified.  An additional advantage to using the problem solver is that they may be able to identify the real source of the problem rather than focus just on the symptoms.  Accepting help from others won’t diminish your authority or influence within the organization.  Can you imagine the positive impact upon your staff?  It enhances your leadership by letting others know that you’re comfortable calling upon others with better developed problem resolution skills than yours.  It showcases your decision making skills while also demonstrating the importance you place on people.  Having the problems resolved once and for all can only enhance people’s work experience and eventually the organization’s success.

Lesson to be taken from all this?  Accept that you can use the help of a professional problem solver and gain the experience and knowledge needed to  become wise.  Everyone comes out a winner.

Are you really blissful being ignorant?

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According to George Bernard Shaw, “success does not consist in never making mistakes but in never making the same one a second time.”  To be truly successful in resolving persistent personnel issues within your organization stop repeating the mistakes of the past.

I recently had a conversation with a mentor, Jay Block (best-selling author and motivational career coach) about the clichéd definition of insanity that has been making the rounds for a number of years.  You know the one – I even made reference to it in an earlier blog.  In our conversation Jay pointed out that continuing the same behavior while hoping for a different outcome is probably not insanity for us sane folks.  Rather, it is ignorance.  As we continued the conversation I had my “aha” moment and I agree.  Repeating unsuccessful problem resolution behaviors in the corporate world is ignorance but not in the nasty sense of that word.  Do you lack training or skills?  Are you perhaps being stubborn?   How much is your bottom line improved by continuing to stubbornly use approaches which have failed?   How many in corporate leadership positions have taken the time to obtain extensive training in problem resolution?  Isn’t that what you hire people to do?  In this case, being a leader includes having the grace and courage to admit that your skill set or your mind set may not encompass a wide variety of creative and innovative problem solving skills.  Those within your organization who are supposed to address such key issues may not be comfortable making the necessary decisions because of their commitment to the organization.  Isn’t it worth your time to consult with a professional problem solver?  Are you truly seeking to be successful or are you satisfied with your current blissful state?

Same problems, different response?

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It’s still the first month of 2014 and already you’re getting information that the same problems continue to rear their ugly heads.  What do you do?

Like an earlier post asked, are you going to adopt the ostrich response or be the leader?  If you keep using the ostrich response, hoping for a different outcome – well, we won’t repeat the definition of insanity here.  I have watched the problems at a well-known Internet corporation continue into the new year and wonder when their leadership will realize that poor communication from the top is at the heart of their issues.

Back to your situation and here’s a hint – you’re being paid to be the leader.  If everything you’ve tried hasn’t resolved the problems your new response should be to call in a professional problem solver.  In the long run you’re going to save money, improve morale, job performance, job satisfaction and the bottom line of your organization.  That last one should be enough to mollify your stockholders and even Aunt Nell.

Professional problem solvers can provide objective information as to the real issues underlying the problems you’re seeing.  We engage in active and responsible listening to all the parties involved, not just to management’s side of the issue, nor just the staff’s side of the issue.  The problem solver is skilled in both critical and creative thinking and isn’t afraid to use either or both skill sets in helping your organization address the problems.

So your problems from the previous year are starting to set a bad tone for your new year.  Your different response will be to call on a professional problem solver and start on that path toward a positive resolution.  There’s still time to make 2014 the best year yet for improved employee job satisfaction and performance.  Go ahead. Make the call.  We’ll be there for you.

A Teachable Moment

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Like many of you I have been watching with increasing frustration the daily debacle coming from Washington.  Rather than just fume I’ve decided to try to turn this into a teachable moment.  I’m not going to play the blame game – there’s more than enough blame to cover the professional politicians involved in this mess.  Instead, let’s look at this in terms of compromise and consensus.

Compromise is a term often used to characterize negotiations.  “Everyone has to compromise” is the phrase often heard, usually an instruction from the party in power to the weaker party, right?  How many of you have been involved in negotiations where demands were made on you to give up something in order for you to gain something?  Here’s the problem.  If what you have to give up has a greater perceived value than what you receive how willing are you to compromise?  Compromise works best when mature adults engage in a balancing act where the guiding principle is fairness, not getting one over on someone.

Consensus is defined as achieving general agreement through harmony.  The starting point is the focus on the issue or situation,  usually accompanied by an objective identification of the problems.  When engaged in trying to find a general agreement mature adults use creative and critical thinking skills.   Again, the guiding principle is fairness.  The parties involved in consensus are not asked to give up anything in order to gain something in return.  Consensus works best when the communication stays open and fair.   Ultimately what results generally treats the staff fairly.  Isn’t it an accepted business practice that if you do right by the people who work for you they will do right by the organization?

So which approach works best for you?

It was one of those days

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Ever have one of those days where you feel like you’re operating on about six out of eight cylinders, just slightly behind the power curve and half a step slow?  Even taking a short break to sit back and calm my thoughts didn’t help a couple of weeks ago.  And when I thought it couldn’t get any worse – well, let’s just say it did.  Instead of being in my office completing the tasks I had scheduled for the day I found myself at the dentist waiting to have a crown re-glued into place.  Obviously not how I planned to spend my time that day.

Instead of letting things like this completely defeat us we could take a moment to assess and reschedule some things.  I found that when you tell folks you need to reschedule a phone call because you’ve had a dental emergency their empathy really shows and cooperation is fully demonstrated.  (I was also thankful that I hadn’t swallowed the bloody stupid crown.)  Some days it’s not about scaling the mountain.  Sometimes it’s just about putting one foot in front of the other to slowly make positive progress.  I don’t know about others but when I finally stopped for the night I looked back on the molehill I scaled that day and took pride in that small but significant accomplishment.

Tackling your problems within your organization will give you days like I had a while back.  Isn’t it comforting to know that your problem solver can fully appreciate the kind of day you had?

Strategy

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A while back I started a conversation with you all about group dynamics.  As I’ve said before knowledge of group dynamics is a good thing.  It helps increase your effectiveness as a leader and improves communication.  Some knowledge of group dynamics will facilitate your work with a problem solver as you all work together to correctly identify not only the problem but the source of that problem (no, it’s not Aunt Nell but she comes close!)  Having a good understanding of group dynamics will enable you to develop realistic strategies for addressing the issues and the problems.  More importantly your knowledge of group dynamics will help you create a work environment that does not foster persistent personnel problems.  Rather, the work environment will be one where your employees will know and appreciate the work performance standards required to maintain and even improve the bottom line.  It will reinforce your role as a leader who values each individual.  Remember my previous comment about having employees challenged to do their best?  That sort of work environment allows employees to have the chance to develop and use their critical thinking and creative thinking skills.  Your organization will have to tackle projects that are both difficult and time sensitive.  Neither of these characteristics will be an obstacle to completion IF you put individuals together in effective teams.  You will be able to accomplish that because of your knowledge of group dynamics.

Oh, my!

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Have you been watching or reading the news coming out of DC?  Talk about problems!  How would you go about solving problems of similar importance in your organization?

One approach could be to circle the wagons, surround yourself with loyal staff and pretend nothing is wrong.  The loyal staff will support each and every one of your decisions.  I can hear the comments from here – “and the problem with that is what?”  There’s no real problem with this approach so long as you’re able to develop and implement objective and fair decisions.  But “group think” can result in ill-advised decisions.  History is replete with such situations, none of them solved satisfactorily.  Apparently this is the approach being used yet again by the folks in DC.  Now that should be interesting to watch.

The better approach to consider is to bite the bullet and hire a professional problem solver.  That person can help maintain the necessary objectivity while empowering and motivating staff to provide well reasoned and well developed options for your team to consider.  Here’s something else to think about.  You don’t have all the answers and you don’t always make the best choices.  You’re human and occasional opportunities for improvement will be encountered.  Hiring a professional problem solver is the first step toward developing and implementing lasting solutions to your problems.  Too bad the folks in charge in DC don’t use the same common sense you do.

On the road again

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It seems travel became the focal point of my life these last couple of months.  I completed three trips between early March and late April and realized how much I appreciate being able to do laundry in my own washer and dryer.  I know the dogs have a good time at the boarding kennel but they seemed to have that “not again?” look when I dropped them off this last time.

The hassles of travel can get to even the most experienced traveler, much like the hassles and frustration of unresolved work related issues and problems can wear down even the most experienced and effective leaders and managers.  Just when you think it’s going to be smooth sailing yet another problem (or the same pesky problem) shows up.

Just as we’ve had to adjust to changes in travel procedures like making sure we’re at the airport in plenty of time to get through security, wearing shoes that slip on and off with minimal hassle, etc. have you made any adjustments to your approach in handling difficult problems in your organization? Or are you trying constantly to impose what you think are tried and true solutions to today’s problems?  Remember that definition of insanity?  Why keep trying the same approach that still hasn’t worked?  Do you listen – actively listen – to good advice from others?  Or is it more important that you impose your solution to the problem despite all the information showing that your approach just doesn’t work?  You may want to ask yourself a question at this point.  Is this about the success of the organization or is this about your ego and need to always be right?  What’s really holding you back from learning about and using group dynamics in a positive way?

Some More Thoughts

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I’m pretty sure that if I mention group dynamics one more time you’re going to end the blog visit and walk away.  So let’s take a brief break.

During some recent travel I met an individual who caused me to walk away, shaking my head.  He is very successful in business and if you ever have a doubt he’ll make sure to tell you just how successful he is.  In the course of our “conversation” I was struck by the stark differences between us.  This man made sure I knew just how stupid everyone is ((I’m presuming that included me) and he’s the only one with the answers.  I realized that this man truly thinks people are stupid and not worth his time.  I saw the way he treated the young man at the coffee stand and I cringed.  It finally dawned on me that this man has a sense of entitlement due to his own ego.  Are people stupid?  No, not really.  Do we all have the ability to behave stupidly at times?  You betcha!  And that’s the difference.  Where the so-called successful man dismisses people because he believes them to be stupid I work hard to focus on the issue or the behavior, not the individual.  This businessman, through his attitude that he graces us with his presence, sends the message loudly and clearly that people are of no value to him other than what he can get out of them.  By focusing on behaviors I work hard to let people know, including my readers, that individuals do have value.  When there’s a problem we address the behavior without demeaning the individual.  Which approach do you think will enhance performance, job satisfaction and the bottom line?  Which type of person are you?

Frustration 401

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Talk about things going wrong!  How many of us have experienced flight delays and cancellations due to storms?  This winter season and early spring have certainly tested my frustration level.  As I wrote this I was on a plane  for Orlando but we were diverted to Tampa for refueling due to weather.  The question then was whether we would get refueled and off the ground in Tampa before the weather closed that airport.

Sound familiar?  It’s a problem and there doesn’t seem to be a lot I can do to solve it.  But there is something I can do to make the situation better.  First, I need to keep things in perspective.  I realized that at some point I would arrive at my destination.  Dealing with the detours and delays really becomes just another task to insure that I reach my goal.

Second, I need to keep my sense of humor.  Getting angry would not have cleared up the weather any faster than what Mother Nature had intended and humor helps me keep things in perspective.   How does that relate to the problems that continue to plague your organization?  Many times the problems you’re facing are very serious and require difficult decisions to be made.  There’s nothing funny about having to discipline or even fire someone.  But the point about keeping the anger in check and maintaining a perspective  needs to be emphasized.  When did losing your temper ever solve anything?  Keeping things in perspective helps establish needed priorities. Working hard to accomplish the tasks is easier with the help of a problem solver.  Who better to vent your anger and frustration on than with someone whose only agenda is helping you solve those persistent problems?  I won’t take it personally.