How do you solve problems at work, no matter what kinds of problems you encounter on a daily basis? What is the conventional wisdom on problem solving in today’s work environment? Admittedly, there are many ways to solve problems in the workplace, but I have found from many years of experience that some are better than others, some are more effective than others, and sometimes really great ideas on problem solving become a permanent part of the work culture in the office or organization.
My number one rule on this topic is not to ignore a problem and not to allow it to fester and become an even bigger problem. Issues, problem employees, poor customer service given, inappropriate office behavior, constant and unexplained tardiness, and ineffective behavior have to be dealt with in a timely fashion, and the sooner the better. I have found a very good tool is to simply sit down with the employee in question and have a conversation, partly about asking what’s going on with them. Issues, unproductive employees and problem behaviors that are ignored or tolerated for months or years give tacit approval that everything is fine. If no one ever says anything or addresses the issue, how can an employee be expected to know that there is a real problem? Start a dialog with them, ask for an explanation, convey your concerns, and you may find a simple explanation and logical reason for many types of problems and issues. I had
a wonderful mentor who once said to me “Sometimes you just have to say the words.” I have followed that guideline and it has frequently helped me find the courage to confront the issues and speak to staff on sometimes uncomfortable topics. Oftentimes, this is all it takes to resolve the issue and correct certain behaviors and assumptions. Tactfulness, kindness, clarity and open communication are all great tools that every supervisor, leader and employee should utilize daily. I also subscribe to an open door policy, so that all staff feel comfortable stopping by my office for a quick conversation or to have a question answered.
Another very effective way to solve problems is to communicate clear goals, expectations, guidelines, policies and organizational mission from the very beginning, which often stops any problems from ever occurring. Every staff member should have a job description, a copy of the office or company policies, a copy of the mission statement, and a copy of the vision statement. When these items are made available, they can be referred to on a regular basis if or when questions arise. Information is power for everyone!
Properly trained staff, ready to tackle the position for which they were hired, are one of the best investments any organization or company can make, and are one of the most effective tools to avoid problems from the very beginning.
Key points to remember and follow:
- Be brave – sometimes you just have to say the words
- Train your staff for the job they were hired for
- Communicate effectively, whether verbally or in print
- Communication is critical to the mission!
- People matter, and treating them with value breeds loyalty and solves turnover problems
- Highly valued and motivated employees help companies and organizations become the best they can be
- Allowing and encouraging employees to become the best version of themselves allows the company or organization to do likewise
- If you are in a leadership position, then lead!
- Leaders solve problems; sometimes those can and should be delegated
- Lead by example; it solves lots of problems!
Recommended Reading List:
- Am I the Only Sane One Working Here?, by Albert J. Bernstein
- Good Boss, Bad Boss, by Robert Sutton
- The Five Most Important Questions You Will Ever Ask About Your Organization, by Peter F.
Drucker - Make Work Great, by Ed Muzio
- Making Conflict Work, by Robert T. Coleman and Robert Ferguson
- Managing Up: Forge Strong Ties, Set Clear Expectations, Promote Your Ideas, from Harvard
Business Review - Mean Girls at Work: How to Stay Professional When Things Get Personal, by Katherine
Crowley and Kathi Elster - The No Asshole Rule, by Robert Sutton
- Surviving Dreaded Conversations: Talk Through Any Difficult Situation at Work, by Donna Flagg
These titles and many more are available at the Central Rappahannock Regional Library,
www.librarypoint.org
Author: Martha Hutzel the VP/President-Elect at Virginia Library Association. She serves as Chair of the Fredericksburg Regional Chamber of Commerce CNEW Steering Committee, and on the UMW Leadership Colloquium Steering Committee. She is a member of the North Stafford Rotary Club and is the Immediate Past President in 2014-15. She is also a member of the Fredericksburg PR Society and the Women in Business Leadership group.
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