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Your success as a supervisor depends not only on your own ability to get the job done but on your skill at accomplishing organizational objectives through others. To do the latter often demands strong problem-solving skills. Supervisors are increasingly being asked in today's organizations to resolve problems, as well as teach the same skills to their employees.
When problems arise that interfere with the productivity or morale of the work group--whether people problems or operational problems--a supervisor must step in and come up with the answers. Success in this area will often depend upon knowledge of the personalities involved and the latitude in executing company policy and procedures, as well as the quality and effectiveness of communication with staffers.
PROBLEM SOLVING
No two situations are apt to be exactly alike. However, following this seven-step strategy will improve your chances of solving problems successfully, regardless their sources.
1. Separate the person from the problem. Let the person vent frustration or anger before you try to identify the real issue. Keep the conversation centered on fixing the problem, not on placing blame.
2. Listen to the issues. Suppress the urge to dismiss the complaint, interrupt, or defend your position or someone else's. Listen, instead, to the whole problem, then ask questions to clarify the issue before responding. You may learn new facts that will affect your response.