Serving customers, be they external paying customers or internal stakeholders, requires a leader to identify and solve problems. Problem-solving involves gathering information from as many sources as possible, determining the accuracy and relevance of the information, and using sound judgment to create and evaluate alternative solutions. Once a solution is selected, a recommendation is made, and the solution is implemented. Implementing the solution can often be the true heavy lifting for the leader who has solved the problem.
Consider a hypothetical problem-solving situation. The leader reads reports, emails, and other communications to understand the problem. In meetings, he or she confers with others, the goal being to sharpen the team’s understanding of the problem and identify alternative solutions. Finally, with as much precision as possible, the “exact” man or woman writes down the solution, using their own words.
Talking to your coach. To measure whether or not you exhibited the leadership skill of solving problems, ask yourself: Did I identify a problem, or did a subordinate bring one to me, that I was able to propose an approach to tackling? Yes or no? Once a day or throughout the day, make journal entries that describe why you are solving problems successfully, or why you are not. Expressing your thoughts in a journal entry is useful in its own right, and your coach’s questions may offer additional insight. Your coach doesn’t expect answers, the questions are food for thought.
