Start Simple: You Can’t Solve What You Don’t Understand

Paul and I were discussing the importance of listening in a problem solving session. He said, “I find myself doing more listening than talking, especially in the early part of the process when people are fact finding and problem defining. No matter the problem, it’s amazing how people’s preconceived notions start changing as different points of view start emerging.” 

Many successful managers lean towards the implementer style and believe “I already know what the problem is.” However, devoting time and effort to fact finding and problem definition is always worth it, as many managers have been saved from going down a rabbit hole to solve a preconceived problem and have come out of the room with a very different direction. Sometimes the team discovers that they may have been unknowingly in a rut for years. 

Some of the pitfalls that we all tend to fall into are: 

• Not being clear: Many people view speaking as the only important part of good communication; they don’t realize that what they have said must be understood by the listener. 
• Using words that mean two different things to different people. For example, detached may mean not interested to some people, versus not getting involved to others. 
• Using big words or jargon no one understands. 
• Being afraid to speak up: Thinking you understand, but you’re afraid to say something.
• Not asking for clarity when words are ambiguous.
• Jumping to solutions fast.
• Having your mind already made up.

In experienced Simplexity teams, members are not afraid to speak up and say, “I thought I knew what you were saying, but now I’m not sure.” “Do you mean this – can you restate it?” They are also not afraid to ask, “Could we back up a little bit and review what problem we’re trying to solve? Can we talk about the bigger picture of what we are really trying to do?” Thus backing the team up to problem definition when you are sensing they may be going down a rabbit hole.