Roots of Their Own

What looks like the root cause of a problem might have roots of its own.

Keep digging.

-- doug smith

 

With Love

Emotions can get in the way of solving problems. Stirring up anger, or fear is hardly ever helpful. But what if even in the toughest of situations we solved problems with love.

There can't be too much love, can there? And the supply is always renewable and inexhaustible if we stay with it.

Problems solved with love stay solved longer.

We also feel much better about the whole thing.

What do you think?

-- doug smth 

Done

 

Trying to fix a problem from the past could cause a problem right now.

When it's done, let it stay done.

-- doug smith 

Complicated

You could think of it as the ostrich effect - putting your head in the sand to avoid a danger. You can't see it anymore, you don't notice the discomfort, but it's still there and you're still exposed.

Overlooking the complexity of a problem does not simplify it -- or solve it. 

As uncomfortable as it may be, we need to face our problems with courage, deal with them using our creativity, focus on our goals with clarity, and show compassion for anyone effected by our course of action.

When problems are complicated we need not hide. It's better to rise.

-- doug smith 

Emotional Options

What's the strongest emotion for you? 

What's the one emotion that more often than not seems to run you instead of you running the emotion?

If the answer is "none" then good for you, and maybe share how you got there because it sure is hard for most of us. Emotions once activated send all the right chemicals thru our bodies to keep us in that elevated emotional state. When we need that flush of energy it's worth experiencing the rush. When we don't, it gets in the way.

We can choose.

We have the ability to take emotions out of problem solving if we are willing to. 

Are you willing to?

-- doug smith 

Bad Solutions?

You do not need to accept a solution that is forced on you. You might well be better off with the problem still in place.

Speed is great, until it isn't.

-- doug smith

 

Hard Work

Collaborative problem solving makes conflict resolution just and fair.

Resolving conflict and solving problems are not the same thing, but they do share much in common and can unify efforts toward better solutions.

Work together. Talk about it. Share concerns. Consider (always) the needs of others.

It's not magic, it's hard work.

-- doug smith

 

Where Did It Start?

We tend to claim that we don't want problems. Let's just keep it smooth. Let's not rock the boat.

And yet, worry and anxiety and low self-esteem can produce an unlimited amount of concern. There must be a problem, right, because there always is a problem?

It's hard to talk yourself out of a problem that you talked yourself into.

What do you tell yourself about your problems? Maybe that's a place to start.

-- doug smith

You're Still OK

Maybe it didn't turn out \exactly as you planned. Maybe the problem is still clanking around in the background or even right in front of you. 

There you are. Calm. Focused. Centered. 

Centered problem solvers are OK even if their problem is not yet solved.

-- doug smith 

Consider

Simply buying some one's solution solves one problem but it might not be yours that it solves.

Consider the source. Consider the agenda. Consider the ramifications.

Centered problem solving could take longer, but you'll like the results more.

-- doug smith

 

Over-thinking?

Some problems are only problems  because you think they're problems.

Too much thinking? Or too little?

-- doug smith

 

Keep Going

A problem won't stop you if you don't stop.

-- doug smith

 

First, You

Take care of yourself first, then deal with the problem.

-- doug smith

 

Strength and...

Problem solving builds strength and clarity.

-- doug smith

 

Invisible Agenda?

Be careful of an answer that feels automatic. What if the obvious solution is an illusion?

Problems seldom create their own solutions without magnifying the problem. 

Just because you can't see an agenda doesn't mean that there isn't one...

-- doug smith

 

Unconditional

 

Do you believe that love can solve a problem?

It may not be magic, but it is a great place to begin. Love, rather than resentment, for the situation. Acceptance and compassion for the person or thing in the way helps us see more possibilities.

Unconditional love enriches the target of the love. And, there's a wonderful bonus. Unconditional love enriches the giver most of all.

-- doug smith

Moderation

Moderation produces more opportunities than extremism.

-- doug smith

 

It's Not About the Money

Of course we all need to make money. We earn our profits with honor when we provide goods, services, and care for our customers. It's possible to create a better world AND make money in the process.

But, all too often, in that process we encounter problems. In  the service of our people (customers, team members, vendors, regulators...) we should solve those problems.

Sometimes, companies seek to monetize that process by creating problem situations that beg for solutions, which are then made available for an upgrade with an extra fee. Yuck. Short term that may seem smart but long term it's burning down the house you live in just to warm it up.

The minute you monetize problem solving you create more problems. 

And those problems will be much harder to solve.

-- doug smith

 

Follow the Script?

 

Have you ever had a conversation with a customer service representative and you could tell that they were simply following a script?

How did you feel about that?

Sometimes the script works, but usually it doesn't feel human to the customer. As we get more and more responses from actual robots, it's worth considering how much better we can give human responses as humans.

Quick Service Do's and Don'ts:

• Don't just follow a script when you hear it's not working.
• Don't assume that the customer is wrong.
• Don't take it personally when the customer gets upset.
• Don't argue with the customer.

Instead, do these:

• Do listen to understand the customer's needs.
• Do empathize with the customer.
• Do collaborate rather than dictate.
• Do think creatively, even if you need to pause, in order to find better answers.

That's not the whole list, of course, but it's a useful place to start. No matter who we're talking to we should always be better than a robot.

-- doug smith

A Frustrating Problem

As an old six sigma project manager I firmly believe that most problems are caused by broken processes, not broken people.

But let's face it, some people not only don't realize that but they refuse to fix the process.

If you know a process is broken, and do nothing to change that, the problem gets worse. If you can solve someone's problem but refuse to, you might be the problem.

Don't be the problem. Fix the process, even if you need help.

Because there are no perfect processes, but there are lots of people avoiding them.

-- doug smith

 

Get Going?

Any problem worth considering is worth solving.

What's your next step?

-- doug smith

Solve It

An illusion that convinces you it is a problem might as well be solved.

Maybe you solve the problem or maybe you solve your thinking about the problem, why not solve it?

-- doug smith

Tried That?

 

Ever work on a problem so long that you've got a half of a dozen solutions buzzing around like bees near a flower?

What if those bees are really wasps? What if the value of your solutions is less than the lessons of the problem?

Yikes!

We can't solve a problem until we let go of the solutions that don't work.

To get started, let go.

-- doug smith

Imbalance

Too much pressure...or too little.

Too much stress...or not enough.

More problems are caused by imbalance than we realize.

Find the balance.

Center the attention.

Breathe.

-- doug smith

Deep Roots?

A problem with deep roots might need relocation.

-- doug smith

 

Enemies?

Problems caused by enemies last as long as you have enemies.

I don't know how to deal with an enemy, so I treat them like a friend.

It doesn't always work out, but we already know what to expect from enemies.

-- doug smith

A Bit of Justice

Is it possible to have peace without justice?

I wrestle with that question because I know what I'd like it to be and I suspect that the real answer is something else. How about you?

The path of peace is sometimes covered with conflict.

Problems don't always present in a respectful, peaceful manner. Sometimes they barely even disguise the greed behind the behavior.

Tough, yet almost certain, the answer involves an assertive response.

A problem caused by greed might need a bit of justice.

Peaceful, restorative justice perhaps, but most definitely justice.

-- doug smith

 

Conflict vs. Problem

What's the difference between a problem and a conflict?

A conflict is a problem you cannot solve alone.

-- doug smith

 

One Answer

 

"It can't be answered!"

"It can't be fixed!"

"I don't KNOW what I want! You should know!"

On it goes. Off it goes. Frustration grows.

Some unsolvable problems act like they can never be solved. Some unsolvable problems want desperately to be loved.

Is love missing? Could that be your answer?

-- doug smith

The Gaps

Are you comfortable with ambiguity?

I'm not a fan of not knowing, but I've learned that sometimes I just don't know. Try as I might, I don't understand what is going on with a customer, or a team member, or a boss. 

The effort to understand everything will always leave gaps.

Closing those gaps could take a long time. In the meantime, keep working.

-- doug smith 

Better

How does it feel when a problem lasts for a long time? Have you ever had a problem that lasted so long that it seemed like it would always be around?

When a problem is not solved or managed it must be endured. We can do better than that.

-- doug smith

The Pattern and the Map

Before GPS, we'd need paper, folding maps to navigate our way around strange territory. It seemed like a miracle how such a large map could fold into such a small space. If you weren't careful though, the route you were seeking could get lost in a fold. It was still there, just not aligned properly with your path.

Our problems can be like that. 

The pattern of our problems is a map unfolding. We can lose or we can choose. Another way awaits. 

-- doug smith

 

What We Can

What can be possible right now? Is there a problem facing you that you've been avoiding because it feels like there are already just too many things going on? It's easy to fall into an "all or nothing" mindset where, unable to solve ALL of the problems we manage to solve NONE of the problems.

That there are too many problems to solve them all shouldn't stop us from solving the ones we can.

If what can be is one solution to one problem that is a wonderful place to begin.

-- doug smith 

Intentional Problems

A problem that is intentionally caused should not be ignored. It is either a conflict, or about to become one. When was the last time you saw a conflict resolve itself? (That's what I thought...)

As one of my mentors, Andrew Oxley taught me: "You don't have to get angry, but you do have to get active."

Do what leaders do: solve problems. A problem caused intentionally points to a root cause and a larger opportunity. Ignored, it gets bigger. Addressed, it may get solved.

-- doug smith

 

Pro-active Problem Solving

Problems prioritize themselves by the pain they cause.

Unless, of course, we get ahead of them. Why not solve a problem before it hurts so bad?

-- doug smith

 

Resistance to solutions...

Some people won't want you to solve a problem. It's worth finding out why.

Not so that you can solve the problem FOR them. So that you both can understand.

-- doug smith

Under Your Control

A moment of doubt need not last.

Your focus is under your control.

-- doug smith

 

Persistence

Some big problems are solved by little solutions that never end.

Persistence is often under-rated.

-- doug smith

 

Start with Calm

It's amazing how many problems stop being problems once we are centered and calm.

-- doug smith

 

Strength and Commitment

It's not the problem that upsets you, it's not getting what you want.

Figure out what you really, really want, and that problem gets easier to handle as you get stronger and more committed.

-- doug smith

 

Make It A Goal

Take your problems seriously, then take them away.

Find out what it is about the problem that is standing in your way. What is it that you really want? What is your goal?

Once you convert your problem statement to a goal you've opened the door to a thousand new possibilities. Your answer is in there.

-- doug smith 

Multiple Solutions

That extra tough problem might need multiple solutions -- in fact, its probably does.

-- doug smith

 

Try Anyway

Sometimes we must accept that we don't know how the solution will work and yet try to solve the problem anyway.

Action leads to destination.

--  doug smith

Get On It

How many times must you experience a problem before you're ready to solve it?

-- doug smith