Problem Solving at The Third
Level
By Dave Kahle
We are all confronted with problems and
challenges. How we respond to them,
probably more than anything else, determines our ultimate success in our jobs
and our lives.
Unfortunately, many people get stuck
in superficial, tactical problem solving.
I call that Level One. Like the college student who copies
the answer to a math problem from someone else.
He got the answer, but he has absolutely no idea how to create the
answer and has learned nothing.
Here’s another example
from my world of sales. Let’s say a
salesperson has trouble resolving issues with a customer. He/she delivered a
large proposal a week ago and doesn’t
know where he stands. And, he is afraid
that if he presses for a answer he will appear to be pushy He doesn’t know how to diplomatically ask
for a resolution. So, he’s stuck.
One of his colleagues
tells him to say this ”…”. Our
salesperson latches onto that and has his solution.
He got a solution,
almost accidently, with no real work on nis part. While he has a solution, like the cheating
college student, he has no assurance that it is the right solution. So, , while he got answer, he didn’t learn
anything about how you find answers to problems like this. When confronted with another problem, he is
likely to stare at it with Bambi eyes until or if a solution comes his way.
That’s a Level one
situation, and a level one (superficial) solution.
Some people will
naturally gravitate to level two problem solving. Whereas Level One sought the answer, Level Two plots a process for
finding the answer.
Our college student memorizes the formula for the math
problem. He uses it to arrive at an
answer. Anytime he is confronted with a
similar math problem, he can rely on the formula. He’s operated at Level Two – developing a
formula for creating an answer to this and similar problems.
Back to our sales
example. Another salesperson, confronted
with the same problem, thinks about how to arrive at a solution. He is just as concerned with creating a
process he can use to solve this problem as he is solving the problem.
So, he develops a small
process for solving the problems. First,
he decides to solicit input from a number of sources. So, he calls his manager and explains the
situation, then he takes the issue to ChatGPT,
and finally he researches the internet to see if his favorite sales gurus have
something to say. So, step one. Is to solicit
ideas from experienced and knowledgeable people,
Next he critically
reviews the ideas he acquired and decides on a plan of action.
He thinks it through,
creates an action plan and proceeds.
He solved the problem by using level
two problem solving – he created a
process to discoverer a solution. So, he
got the solution and also built a bit of infrastructure for the next time a
problem occurs. He can use the process for similar challenges going forward.
Clearly
Level Two Problem Solving is more effective in the long term, and those who
gain that level of skill will be more successful than those who don’t.
And then there is Level
Three. The Level Three problem solver
understands that there is yet another layer of depth to creating a
solution. He/she develops a system that
undelays the level two process, and that can be used for multiple job and life
problems.
He thinks about how he
thinks, examines the process he created to solve the problem and then
generalizes that to a system. Level three is about creating and modifying a
system to use for any and all problems.
So, he/she decides to:
1. identify specifically and in writing the
challenge and the ideal outcome.
2. Identify potential sources for good ideas.
3. Engages with those sources to garner good
ideas.
4. Create a long list of potential solutions
5. Select the highest
potential solution
6. Turn it into a
specific action step.
7. Act!
Equipped with this Level Three skill
set, both the college student and the salesperson are equipped to meet any
challenge and overcome any obstacle. The
Level Three skill set becomes one of the core skills for living a successful
life and exceling at your career.
Few people
are born with that ability, but almost everyone can learn.
By the way, our name for Level Three
is “Menta-Morphosis,” and you can learn about the system
here.
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