Category Archives: Problem Solving Skills

Who Listens to Whom?

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“If you don’t think I should have given the team my list of ideas before asking for their ideas, why didn’t you just say so?” Susan curtly asked.

“Would you have listened to me?” I replied. “Does your team listen to you?”

“Apparently, my team does NOT listen to me,” Susan stopped. “My team doesn’t listen to me, and I don’t listen to you. Nobody’s listening.”

“If your team is not listening to you, what could you do differently?” I smiled. “Remember, the goal is NOT to get them to listen to you (because they won’t), but to get their ideas on how to speed up daily output?”

Susan was obstinate, but the questions were breaking her down.

I continued. “If your team is not listening to YOUR ideas, whose ideas will they listen to?”

Susan was reluctant to reply, but she finally did. “I guess they will only listen to their own ideas.”

What Was the Purpose?

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“What would you do differently, to get a different outcome?” I repeated.

“I don’t know,” Susan replied. “They are just not a very creative team. I don’t know why I even try to get ideas from them.”

“Susan, what if I told you that your team is as creative as any team I have ever seen work together, and that you, as their manager, have to find a different way to get them to contribute?”

“I would say you were wrong.”

I nodded. “Yes, and if your team really was a creative team, what could you do differently?”

Susan realized I was not going to let this go, but she was still stumped in silence.

I continued. “When you gave the team a list of your ideas up front, before asking for their ideas, what were you communicating? Not with words, but with the list?”

“You mean I should not have given them my list?” Susan asked.

“What was your purpose in calling the meeting?”

“I wanted to get the team’s ideas,” she replied.

“To get ideas from the team, what could you have done differently?”

What Would You Do Differently?

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“I don’t understand,” Susan complained. “My team just isn’t very creative, they never contribute ideas.”

“How so?” I asked.

“We have a problem meeting our output goals, some days we fall a little short, some days we fall short by a lot,” she started. “I called a meeting to get some ideas on how we could speed things up. To kickstart the meeting, I distributed a list of my ideas and then asked for ideas from the team.”

“And?”

“And, I got no response, zero, nothing. The team just sat there, avoiding eye contact, looking at the ceiling, doodling on my list. Someone said they liked my ideas. After two minutes I adjourned the meeting. The team was worthless.”

“Then what happened?”

“That’s the worst part. One of my ideas was to start on time, but when I called out half the team for being late to start, all I got was grumbling. That day, we had the worst level of productivity of the week.”

“So, if you had the meeting to do over again, what would you do differently?” I prompted.

Susan just shook her head. “I would have cancelled the meeting before it started,” she snapped.

“But, if you DID have the meeting, what would you do differently to get a different outcome?”

Negative Stream

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Around the water cooler, have you noticed the tone of conversation?

  • “Did you hear about so and so, can you believe what happened?”
  • “You should have seen this guy who cut me off in traffic this morning.”
  • “Can you believe the gall of that person, why are they so opinionated?”

And, most of this is unconscious. It comes streaming out with little thought, guidance or direction. So easy to find fault, condemn or complain.

Ask a person about something good that happened yesterday, and they will stop, suddenly out of flow. Something positive requires conscious thought, does not come streaming out. We can usually find that positive moment from yesterday, but we have to interrupt our unconscious negative stream to do so.

The negative stream and positive thoughts sit in two different parts of the brain. Negative thoughts, from the primal brain arrive from a mental state of survival. Reflexive in speed, we don’t have to think. Positive thoughts require that we trigger the neo-cortex, fully visible on a fMRI brain scan. Responsive in speed, we have to think. Which part of the brain are you thinking with? Which mental state are you using to solve problems and make decisions?

Getting to the Defect

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“So, how did it go?” I asked.

“I thought my team was on the edge of revolt,” she replied. “But, turns out, they solved the problem for me.”

“How did that happen?”

“I knew how I wanted this problem solved, but, instead of telling the team what to do, I just asked questions and listened. At first, the ideas went in the wrong direction, so I asked the question in a different way. I was surprised. They gave me the solution I was looking for. And, before I could say anything, they volunteered to fix the problem.

“It seems the defect on the plastic parts were all from the same lot number. Sherman volunteered to run the defective parts over a grinder to remove the burr, but it was Andrew who surprised me.

“He volunteered to call the molding company and find out what was causing the burr. In fact, he left the meeting for five minutes and had the answer. The molder knew there was a problem with that lot, but didn’t think it would matter. He has since fixed the problem, sending a short run over for us to inspect. Andrew said he would be standing by.”

“So, why does this surprise you?” I asked.

“Instead of a confrontation, turns out, all I had to do was ask two questions.”

“So, what are you going to do with the rest of your day?”

Most Difficult Thing To Do

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Cheryl was impatient to get to her meeting. She knew how this get-together would be different. Her behavior would be the first to change. Instead of a one-way interaction, Cheryl planned to ask questions and listen.

“I know listening is important,” she said.

“It is the easiest thing to do and also the most difficult,” I prompted. “Tell me, what will you be listening for?”

“I will be listening for good ideas to solve this Quality Control issue,” Cheryl was quick to answer.

“That’s a good start, but the solution isn’t the hard part. Heck, they know the solution. The hard part is getting the solution executed. That’s where you have been getting push-back.”

Cheryl glanced at the ceiling, then at the table. “You’re right. The resistance has been implementing the inspection program. I will just have to try to understand their position better.”

“Cheryl, it’s more than listening for understanding. Understanding only gets you halfway there. You have to listen for discovery. You have to discover where their position intersects with your position. Only when you find that intersection, that common ground, can you begin a conversation to build the best solution. When you find that common ground, you will begin to build the trust necessary to gain the willing cooperation of your team.”

Cheryl lifted her pen to the paper on the table. She drew a line and wrote “the team.” She drew another line crossing and labeled it “me.” Where the lines intersected, she wrote “the starting place.”

A Curious Child

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My coffee was piping hot, hazelnut with a little cream. Cheryl’s meeting was to start in a few minutes. She was determined to turn things around with her team. She was hired as a troubleshooter in Quality Control, but finding the problem and fixing the problem are two different things.

“So today, you said you were going to listen?” I asked.

Cheryl nodded “Yes.”

“What position will you be listening from?”

The question caught Cheryl off-guard. “I’m not sure what you mean.”

“The way we see the world is often influenced by our position. In fact, you have listened to your team before, but you were listening from a position of judgment, so you didn’t hear what they had to say.” I stopped to let that sink in. “What position will you be listening from today?” I repeated.

“I guess I will be trying to understand their point of view.”

“Not bad, but not aggressive enough to be effective. What position do you want to be listening from?”

Cheryl was stumped. “Curiosity?” she finally blurted out.

I nodded. “So, when you sit in your meeting today, you will be listening from the position of a curious child?”

Cheryl smiled.

“And curious children always have a lot more fun than stuffy Quality Control managers,” I said. “Curious children often invent interesting ways to solve problems.”

Listen More, Talk Less

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“So, what are you going to do differently?” I asked. Cheryl had just received some brutally honest feedback from her team. Rather than become defensive, she was taking it to heart, a really tough move for Cheryl.

“As much as I know that I have things figured out,” she said, “that doesn’t seem to hold water around here.” Cheryl was truly struggling. She knew her team needed to make some changes, but she knew she had to make some changes first.

“So, what are you going to do differently?” I repeated.

“It’s almost like I have to do everything differently. The worst part is, that I can look at a problem and immediately know what to do. But I am going to have to lead my team through the problem solving process to make any headway with them. It just takes so much time.”

“Cheryl, sometimes you have to slow down before you can go fast?”

“I know,” she replied.

“So, what are you going to do differently?”

“First, I am going to have to listen more and talk less.”

“Good. When is your next team meeting?”

“Tomorrow.”

“Let’s meet about a half hour before and talk about how that meeting is going to be different.”

That Feeling in Your Stomach

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Cheryl was waiting in the conference room when I arrived. I could see that her meeting had some unexpected twists.

“I felt like I had been fed to the wolves,” she started. “You were right, they said the problems with the finished goods were my problems. They said that I was responsible for the 2 percent increase in failure rate.”

I nodded. “So, how did your stomach feel?”

Cheryl looked genuinely pissed, but maintained her composure. “It was upside down. You could have cut the tension with a knife.”

“That’s good,” I said. “When your stomach is upside down, you are almost always talking about a real issue that needs to be out on the table.” Cheryl may have been looking for sympathy. “So, what did you say?”

“I practiced that stupid speech we talked about, so that is what I said. I told them that I needed their help. It felt strange. I didn’t like it. I felt like I was leaving my reputation totally in their hands. I felt like I was losing control.”

“And how did they respond?” I asked. “Did they argue with you?”

“Well, no,” Cheryl replied. “They were mostly silent. Then Hector pulled one of the parts from the reject pile. He pointed out a burr that was in the same place on every part. Sammy spoke up and said they had run short on that same part the week before. Get this. Because they were short, they used the rejected parts to finish the batch.

“They said they would have asked me what to do, but that I had been yelling at them, so they all kept quiet.” Cheryl stopped.

“It was a tough session?”

“It seems I was the problem. Yes, it was a tough session.”

Bring Value to Problem Solving

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“What were the specific things your manager did that brought value to your problem solving and decision making?” I repeated. “We have already established that it is not barking orders, bossing you around or yelling at you when you screwed up.”

Kim had to think. She could easily tell me all the bad experience with previous managers, but, thinking about positive experience was much more difficult.

“There was this one time,” she started, “where I was working on a problem and I had no idea what to do next. After an hour thinking about it, I finally went to my manager, who I knew had all the answers. I expected to have the best solution right away, so I could get on with my job.”

“Apparently, that’s not what happened.” I said.

“Not at all. My manager asked me to describe the problem, asked me what I thought was causing the problem.”

“Sounds reasonable,” I agreed. “Your manager couldn’t give you the solution without understanding the problem.”

“Then, she asked me what the alternatives might be. She said I was closest to the problem, I probably had an idea how we might be able to solve the problem.”

“You said you had already been thinking about it for an hour and couldn’t come up with anything.”

“Yes, but that is because I was trying to come up with the perfect solution. My manager wanted a bunch of alternatives even if they weren’t perfect.”

“And?”

“Since I wasn’t looking for the perfect solution, I had four or five things that might work or might not work.”

“So?”

“So, my manager asked me, of all those alternatives, which had the best chance? Actually, I think they all would have failed, but if I put solution number two with solution number four, then it might work. So, she told me to go and try it, so I did and it worked.”

“So, your manager did not give you the answer. Didn’t tell you what to do, didn’t boss you around or yell at you?”

“Nope. Just brought value to my problem solving by asking questions.”