Page 83 - Becoming a Successful Manager

74 ESTABLISHING A SOLID DEPARTMENTAL FOUNDATION

Note the importance of both key attributes. Even when you
take ownership, but do not state it in positive terms, the problem
comes out as a complaint. Compare, for example, the following
two statements.
Situation: Joe’s performance has deteriorated over the past
month.

• “My problem is that Joe’s performance for the past month
has been deteriorating.”
• “I need to understand why Joe is not performing as I expected
and help him improve going forward.”

The fi rst statement is nothing more than a complaint. The sec-
ond, which portrays the case in positive terms with ownership,
displays a desire and interest in enabling the resolution. When-
ever employees deliver problems to you stated in negative terms,
as a complaint, you need to receive them and respond by rais-
ing three proactive, positive questions: What do they specifi cally
want or need that they do not currently have? Why is this happen-
ing? And what actions can they take to solve the problem with or
without your assistance? These proactive questions will stimulate
problem-solving attitudes and reinforce corresponding problem-
solving skills among your employees.
In the preceding example, the answer is, “I need to understand
why Joe’s performance has deteriorated during the last month so
we can arrive at some ways to help him improve.”

How Do I Resolve a Problem?

Having a positive attitude with a desire for understanding of why
the situation exists and what is causing the problem provides a
direction and a strategy for remedying it. Remember, you cannot