We all have a friend or a family acquaintance who is the go to person when it comes to resolving device issues or even understanding the latest smart TV. What makes them so good at what they do? Is it a skill that can be learned? Or is it some "magical power" they received by virtue of watching 60 years of Star Trek? 😀
In this article and accompanying video (video coming soon) I would like to break down what I personally think are some of the key attributes of such people. Let's start with a short list: This is from my own perspective. You may definitely feel differently about the following four points.
- They come in every issue with a completely open mind. And have a tendency to look at the issue from multiple perspectives. If they could they would indeed try to walk a mile in someone shoes.
One of the most important skills in problem solemnly is the ability to step out of your own mental framework of limitations. Most of us spend the day in this framework because it makes the mental load light on the brain. There is a structure to your reality and everything it's interpreted and filtered through this reality. Being able to put this framework aside makes it possible to be open to unconsidered possibilities. This is the biggest aspect of the essence of problem-solving. If you can do justice first step then you are 90% there to fixing what ever the issue is.
You would be surprised how many people can't or are unwilling to go outside of their framework of reality. I have seen people stop dead in their tracks, hold up their hands and say "I don't know how to make this thing work." Even though the answer may be right in front of them, but not presented in a way they are used to.
A real-life example: Someone bought an Amazon TV and couldn't get the built invoice assistant to work. Here's what they were doing, momentarily pushing the correct button on the remote control and speaking in to the built in microphone. They try this over and over… To no avail. If they had bothered to glance up at the TV while momentarily pressing the button they would've seen a larger message on the screen which read "Press and hold the button down well speaking." Instead they were just pressing the button momentarily and completely ignoring the message on the TV set. The answer was there all the time but they were locked in to their framework which said "You only press a button on a remote control briefly." - They aren't afraid of saying "I don't know.". Then there mind starts to search for possible ways to break the problem down.
Sometimes you are confronted with an issue which is completely baffling or you don't know how to break the various aspects down in order to search for the appropriate answers. Good problem solvers will always ask for alternate input and ideas. This includes using AI to gain further insight or fellow colleagues. Sometimes you just have to sleep on the issue as well, until you get one of those "Eureka" moments. (I find this happens quite a lot with me.) A key point here is, if something isn't working using one approach, don't just repeat the same approach over and over. The open to asking others or stepped back from the problem for a while. Very often an answer will come to you later in the day. - They cultivate emotional awareness in themselves. This aids in the ability to look at a situation in different ways and identify biases they may have which could block the solution.
Additionally, cultivating your own emotional awareness allows you to adapt to other people's way of explaining an issue. In its most basic form this could be just recognizing and adapting to the fact that the person who you are trying to help solve a problem has a completely different way of describing the issue than you're used to. To use a computer as an analogy, you may be completely clear on exactly what a "Drag bar" is on a typical computer screen. The person with the problem on the other hand may have no clue as to what you're referring to. They may see the exact same object and call it a "small rectangle". Emotional intelligence allows you to adapt to another way of communicating with the world under the circumstances. The first step in adapting is to understand how you communicate and how you interpret things. Then using this awareness to translate appropriately in order to make the communication between all parties clear. - Not only do they love to solve problems, they love the entire process. They may experience a little let down if the solution is to easy.
Oh, this one is so applicable to me! 😊I do love the thrill of solving a problem. I really do love the difficulty. There is one little downside you have to be careful though, and that is knowing when to move on in order to keep a project or other activity on schedule. Left to my own devices I would focus on one aspect for an entire day. Getting everything perfect! Well this can also be a way to shoot the project down completely. The good news is I am slowly learning not to get stuck. But I admit I still love perfection. And I am finding a happy ground between "Too Easy" and achievable.
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Edited photo of a Stella d'Oro Daylily. |
You may have a different order or additional items than the ones I have indicated above, but I think the essence of problem-solving is in these four steps.
Problem-solving is a critical skill, and it is something I do every single day. Indeed I welcome the various challenges and I am the first to say that I actually enjoy difficulty in a variety of aspects. To clarify that previous statement, "difficulty" in this context refers to having to do additional work to find an answer and making progress during the process. Just making something difficult without any reason or expected outcome is a waste of time and can only lead to polite frustration.
There will of course be and accompanying video once I have fleshed out the points mentioned in the above list. For now however, take care and have a great night or morning where ever you are.
Patrick
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