Page 94 - Becoming a Successful Manager

Perpetuating a Problem-Solving Culture 85

Discovery Lesson 1

Problem-Solving Culture: Identify three problems you encountered in
the last week. See if you can break them out by using a situation state-
ment, a problem statement, and a resolution question. Now refl ect back
to see how this methodical approach is different from what your tactics
might have been in the heat of the moment. What do you see?

Discovery Lesson 2

Toxic Culture: If you are going to lead by example, then you should do
all you can to minimize your own defensiveness. This Discovery Lesson
is based on the notion that awareness is the beginning of change.
Listen carefully to people talking to each other, either at meetings or
in casual conversations. Every time you hear what you deem an impor-
tant conversation that is sprinkled with defensive statements, record the
conversation in writing as soon as you can. Describe the scene, the
people present, and the subject of the conversation, as well as actual
statements. Do this for a few days. Then transfer your notes to your man-
ager’s journal, and label the section “Defensive Statements I Overheard
and What They Really Mean.”
For each negative statement you noted, ask yourself these ques-
tions: Will this statement move the speaker one step closer to achiev-
ing a reasonable want? What is the point of the defensive statement?

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