The Art Of “Offensive” Problem Solving
Do you like to solve problems? The answer, like everything else in life, depends on the circumstances. There’s a big difference between solving a problem you caused and solving a problem caused by someone else.
A few days ago, a client called us and reported a critical issue with our software. Based on the description, it sounded like it was our fault. We were now on the defensive, in a position of moral inferiority. We were under pressure to find the cause and come up with a solution.
Guilty Criminal Or Valiant Knight
After a brief analysis, we discovered the problem was not our fault. It was due to a mistake made by the client. This finding changed the dynamic of the situation. We were now relieved of the pressure to fix the issue. We went from the incompetent business on the ropes to the valiant knight who swooped in to save the day.
Once freed from the inferior position, we attacked the problem with gusto. Our mindset changed, and we became more creative and daring with our recommendations.
But this makes sense, right? We were no longer on the defensive. We ditched the mindset of let’s just escape from this mess. Once we determined it was someone else’s problem, our mindset shifted to let’s kick some ass.
Of course, all this talk about the inferior and defensive positioning is entirely abstract. It only exists in our minds. We were in an inferior position because that’s how we framed it in our minds. We switched to a superior position because of the same reason.
Our clients approached the problem with the same mental positioning. They began from a position of strength and then moved to a position of weakness. Again, this was only because we both adhered to the same framework of inferior and superior moral high ground. From their perspective, it started out as our problem to solve. When we pointed out the problem, they politely asked for our help.
A Problem Solver’s Mindset
That’s the mildly exciting part. Here’s what’s more interesting. The solution we came up with from a position of strength far exceeded the solutions manufactured from a position of weakness. I can point to two reasons for this.
There’s less pressure when you work from a position of strength. You’re on the offensive. Your decisions are bolder and more creative.
You’re more open to infinite possibility when go for the win. You limit your possibilities when you focus on cutting your losses.
When someone calls and begs you to rescue them, you approach with a can’t lose attitude. This makes sense. You have much less at stake.
The second reason is that you’re less persuasive when playing defense. Even if you come up with a bold, decisive action plan, you’ll be less likely to propose it. If you recommend it, your constituents feel more righteous in rejecting it (bold solutions can often frazzle the timid). When you work from offense, you have more freedom to impose or suggest your ideas.
All Life Is Problem Solving — Karl Popper
We’re All Problem Solvers
The ability to solve problems is not just a professional skill. Life demands that we solve problems big and small almost every day. When we’re in the thick of the problem, our gut reaction is to play defense. This could mean admitting defeat and taking your licks. It might take the form of ignoring the problem and hoping it goes away. Other times we rationalize the problem away.
These strategies almost never work, but they’re quick ways to deal with unpleasant issues.
But wait it gets interesting…
We only implement these strategies for our own problems. When we’re advising friends and family, we’re almost always more creative and bold with our solutions.
Create Distance
How do we adopt the offensive mindset when conditions dictate a defensive stance? First, realize that mindset is all in your head. If a problem is your fault (or your organization’s fault), it’s natural to adopt an apologetic, defensive approach. It’s important to remember perfection is impossible. Mistakes, errors and missteps are part of life.
Next, you need to create distance. Looking at the problem as a disinterested observer moves you from a defensive posture to a more offensive posture. Answer these three questions as you consider solutions to a problem.
- What is your best solution?
- What solution would you propose if a stranger asked for your opinion?
- What solution would you propose if you knew you couldn’t be blamed for the results.
How do your answers compare? If you’re like me, the answers you dream up for others will be more creative, more beneficial and much bolder than the answer you recommend for yourself.
