What Else? 3X

This article provides suggestions for engaging employees in problem solving.

As managers we know we are expected to engage employees
in problem solving. We can't solve all the problems for them, right?
We know that in the long run it's not a good idea to dictate answers and orders. They'll never learn to work on their own. In this quest to engage employees we ask open-ended questions like:

·      What ideas do you have?

·      What options have you considered?

·      What are your thoughts on that issue?

Have you ever asked an employee for their ideas or input and gotten a luke warm response?
Have you heard these kind of answers to your attempts to engage the employee:

·      "I don't know..."

·      "I'm not really sure..."

·      "Hmm...."

You may not always get a detailed, enthusiastic response to your first question of an employee. Yet, we often give up our quest to give the employee a chance to participate when they don't immediately jump in.



We might give the employee our own answers. We tell them what we think about the situation. In a word, we take over. And, in the course of this exchange, the employee is let off the hook for owning the issue and becomes more dependent on you, the manager, to solve workplace problems. It's not good for you or the employee when you don't allow them to contribute.



The solution? Some might call it patience. I call it, "What Else? Three Times." The next time you attempt to engage an employee in a problem solving conversation, don't give up after your first try. Whether they contribute a productive response or not, follow your initial question with "What Else?"



"What Else?" sends a message that you:

·     Are open to multiple ideas or options

·     Expect the employee to fully engage in the conversation and own the outcome

·     Leave the responsibility for the issue with the employee

·     Are not going to dictate or take over the problem solving

·     Trust the employee to find a suitable solution

In fact, when you're met with little enthusiasm from the employee, make it a practice to give the employee three opportunities to add their perspective. By asking "What Else?" three times, you give the employee time to think and you don't let them off the hook.



Other encouraging phrases will also work. Say things like:

·     What other ideas do you have?

·     Tell me more...

·     What has crossed your mind related to...?

The "What Else? 3X" rule is a reminder that if we are to fully engage others in our collective work, we need to make space for them to contribute. Don't rush them to your solution. Because when you always come up with the answers yourself, they'll wonder why you need them.

Article Tags: Problem Solving

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