Problem solving is a major part of what Dawn and I do in our consulting lives. To solve a problem, you need to understand not just the context (who, what, when, where, why and how) but also what kind of problem you are dealing with because solving different types of problems requires different approaches.
One way to think about problem types is to consider how complex they might be both in terms of the task itself and in terms of the people who need to be involved to solve the problem. As we all know we are now dealing with a world of great complexity and it can be challenging to know where to start.
It can be helpful to ask yourself:
- How straightforward or familiar is this problem?
- To what extent might we need to acquire new skills or work differently to solve this problem?
- How far is the solution or resolution of this problem within our own control or how far will others determine what is possible?
- How confident can we be in our analysis and predictions?
- How much change might be involved?
Mapping increasing complexity in terms of both task and people produces four types of problem. Of course, in practice the boundaries are permeable, and problems may change their nature over time, but it is good place to start.
Each problem type needs to be tackled differently and this figure offers a few examples.
How you could use this framework
- Work with your team to map your current problems onto the matrix. You could use a virtual white board to do this such as Microsoft Teams, Miro or RealTime Board. Discuss how you might need to flex your approach to work with these different problem types successfully.
- Sometimes, especially at times of crisis, boards face a challenge: they are legally responsible for what happens but lack the time and information to really do their job as well as they might like. As a result, they are often tempted to try and force every problem into the ‘tame box’ leading to requests for executives ‘just do x or y’ or produce a new budget or plan. Have a conversation with your board about the type of problems you are facing rather than just the problems themselves; discuss together how you might approach non-tame problems in different ways together.
We hope that this helps and, as always, do get in touch with questions and comments.
Susan & Dawn
(*Satisficing is a way of making decisions by exploring options until a minimally acceptable solution is found. Nobody gets everything that they want but they do get their most basic needs.)