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Problem solving with humans is messy business, and in a couple of situations at work, I felt I was walking thru oatmeal. Every day felt like Groundhog Day. I was not sure whether to be annoyed or frustrated.

I decided I would be in neither state. Doing nothing was not an option. Devoting energies to finding out “why” turned out to be very productive. The big “aha” moments were the following:

• The problems I was solving were clearly a priority, and mission critical. It made sense to keep at it. This is a critical filter. If the problem is not a priority, don’t waste time, go do something else.
• I felt my colleagues were not doing their bit, not pulling their weight. Obviously, they saw the situation differently. I did not know why, and that is where my energies needed to be applied.
• I did not sit still, I started doing tasks to clarify the problem, tasks I felt were not my job. I realized that I cannot sit still, I have to be a man of action. (This can be good or bad, but that is a story for a different blog)
• If I could be very, very specific, and make the problem statement idiot proof, a bullet proof solution will emerge.
• Those “in charge” don’t want conflict or to confront bad behavior or manage performance with touch conversations. Accepting this reality is essential, suspending judgment is critical. If I was “in charge” I’d want to tread lightly as well. Humans are more sensitive than sensors on a BMW, they tend to “malfunction” at the slightest knock to their motivation. Troubleshooting problems relating to human motivation can be more time consuming and expensive compared to fixing a BMW. There is a “right way” to approach performance problems, I just need to find it.
• Problems like this take time and money to solve. I could choose to be a martyr, a lightening rod, or an exemplary change agent and role model. I just have to set the right expectations along the way so I can survive to tell the war story.

What techniques worked for you? What war stories can you share?