One of the biggest productivity-killers managers face every day is interruptions.
And one of the most frequent interruptions is employees with questions … mostly because they don’t know problem-solving tactics.
A Cal/Irvine study estimated that managers get interrupted four times an hour by staff, mostly to answer questions. That’s not even counting the number of interruptions from text, social media, calls and mindless personal distractions!
While leaders want employees to master problem-solving tactics, this is the more common scenario that plays out: An employee has an issue and asks the boss for help. The boss offers a solution. Bingo! The employee is back for more solutions.
Problem-Solving Tactics Improves Much
Many employees don’t want to or aren’t equipped to solve their own problems. From software questions to flare-ups with co-workers, many employees make their boss the first and last stop on the road to solutions.
And some leaders allow it to continue because they feel teaching people to solve their own problems is a managerial art they can’t master.
But teaching problem-solving tactics not only puts an end to this tiring cycle of interruptions, it improves the quality of the people around you.
Here are five tactics to do just that:
1. Don’t Be So Smart
We sometimes work on autopilot, just handling whatever’s thrown at us. So when an employee comes in and asks a question, they get an answer.
So they start working on autopilot, too. Ask a question, get an answer. Easy-peasy.
This type of interaction delays people from gaining the experience and knowledge they’ll need to solve problems.
Instead of answer, hit them with this question: “What would you do in this situation?”
2. Help Them Distinguish
Some issues do need a manager’s immediate attention – for instance, harassment or safety violations.
But more often, you don’t need to get involved – except to give them a pat on the back later on when they’ve been successful.
Help employees distinguish between what needs your attention right now and what doesn’t.
Have them ask, “Is this something that must be solved right now?” before they even come to you.
3. Redirect Them
Seasoned managers know tons of stuff, so take a bow. But do you know when it is a value to withhold information?
Managers should push employees in the right direction to answer their own questions on policies, product details and customer data.
If it’s available via a company resource, managers can point people in those directions: internal communication apps, a handbook, a procedure guide, policy guidelines, etc.
Employees will remember information they uncover on their own and put to use successfully.
4. Develop a Problem-Solving Culture
Managers can start to build a culture of employee-created solutions by requiring staff to bring at least two potential solutions with them every time they bring a problem to you.
That will curb interruptions immediately as employees start identifying and implementing solutions without involving their managers.
That’s not to say managers never need to help employees find an answer and implement it.
Doing some problem-solving together will help build the confidence people need to resolve their own challenges down the road.
5. Face Your Fears
Harvard Business School researchers have referred to leaders trapped in the problem-solving cycle as “umbrella managers” – well-intentioned leaders who want to protect their teams from all inclement organizational weather. They feel responsible for every decision and want to make everything right for employees.
If that’s a feeling you recognize, you’ll want to face what you fear. Is it a work project that might fail and it’ll make you look bad? Or do you worry they’ll crumble under pressure and you’ll have to pick up the pieces? Or maybe you’re concerned they don’t need you as much as you want to be needed.
Whatever it is, the researchers suggest you recognize the fear – and consider how it is affecting the team.
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