7 steps to tackling any problem

These principles are always useful and while sometimes you can take a short cut I suggest you follow every step to ensure success. One thing is sure. You cannot solve problems without having an open mind. Time to ‘grow up’, let the indignant anger go, and accept you may be part of the problem before you start.

Write down the issue

While you might need to let each party vent or have their say to start with ALWAYS write the issues down.

This step aids clarity and ensures that each party has buy-in to the potential for a solution.

Understand each perspective

Let everyone speak and as a ground-rule ask everyone to listen to each other without mocking or interrupting. Then try and put yourself in the other parties shoes.

List possible solutions

Sensible ones, crazy ones, ones that suit one party and not another. Write them all down, be creative.

Consider each option

You will be able to dismiss the crazy ones pretty quickly. But some crazy ideas end up being the best solutions for all the parties. Keep an open mind.

Choose an option or options

Having respectfully considered each option, choose the one or ones that are the best alternatives to doing nothing. Even if not perfect, at least everyone can agree that its better than doing nothing.

Write down an agreement

Let there be no ambiguity in the agreement. Write it down, in short, bullet point form, and even go through the formality of the parties signing the document. It’s a powerful sign that people will stick to the plan.

Have a contingency plan

Include what you will do to ensure ongoing respectful consideration by agreeing how you will revisit the issue if needed. Agree to check-in that the solution is working, and be open to adjustments.

Summary

Body language speaks a thousand words. If the finger-pointing and grumpy posture have reduced, then you know people are operating respectfully. Warning: I have played a little trick here. The behaviours to solve a problem, are behaviours that build respect between colleagues, therefore reducing the escalation of problems in the first place. We are all better together than apart.

Mark Keough is an Australian-based consultant and innovator in learning recognition systems and a nationally registered professional mediator. You can find him on Linked-in. He was the founding Vice President for US-based Monster Learning at Monster.com in the early 2000s and holds a professional Doctorate in Learning Communications. He is an Adjunct Senior Lecturer at Flinders University.