Problem Solving: Teamwork

While developing the best solution for a problem may be very challenging and complex, the process you should follow is quite simple; First you have to identify what the problem is and figure out the source or cause, then you develop solutions, act on the best solution and review and evaluate whether you’ve been successful. Be methodical, no ‘ready, shoot, aim’.

Let’s explore an example: You are leading a team that is not operating at maximum effectiveness as members aren’t getting along. You know some of the symptoms; team members are arguing or splitting into factions that don’t communicate with each other, team members are going off and performing functions without letting others know what they’re doing, etc. What to do?

First you figure out the source of the problem.  I would start by talking to team members.  I would ask them open questions that are not judgmental; How do you think the team works together? Find out what they think the issues are. Don’t ask leading questions like “Do you think Bob is the source of all the tension?” rather determine if they think there is tension and then ask “What do you think is the source of the tension?” Most importantly, don’t put anyone on the defensive.  Try not to ask yes or no questions, you will get more information with open-ended questions. Also, while you should acknowledge the information you are receiving, don’t openly agree with the person so that they feel you are siding with them which could in turn cause more conflict if they repeat to other team members that you’re on their side. I knew managers that took on the views of the last person they spoke with every time, so people would angle to talk to them last. Your goal should be to objectively gather information from all points of view and then objectively analyze it.  Separate out the information that is consistent across the majority of people from the outlier information.  Look for the themes.  Draw your own conclusions about what the source or cause of the problem is. Think through possible solutions.

I would next bring the team together.  I would discuss a summary of the information I received.  Assure that you do not attribute information to any one person or include information where all will know who it came from, as this could prove divisive.  You need to walk a fine line here and use your judgement.  Now that the team has a view of the issues, ask them to brainstorm possible solutions.  If they can develop and own the solution as a team it will be more productive.  If at some point it becomes obvious that they cannot resolve as a team, end the session and re-think how you want to proceed.  You may need to make the decision on your own, especially if it includes removing a member of the team.

Once you’ve arrived at a decision about how to proceed, communicate to the team and execute the solution. Assure you manage the process so you can made adjustments to the solution if need be.  After a reasonable amount of time, check in to see if the problem is really resolved and if not, you may need to reconsider whether you mis-read the problem, or need to adjust the solution.

Most importantly, keep the lines of communication open, use your judgement, be fair and open minded, appreciate that if it was easy you likely wouldn’t have had to get involved in the first place!