Best Practices for Leading a Problem Solving Session – Part II

This is Part II of a 3 part article on best practices for preparing for, leading and following up on a problem solving session. Please read Part I first.

Problem solving sessions are not always easy to lead. Often we get caught up in what we believe is the best solution and don’t listen actively to others and their ideas or we might be so overwhelmed by the problem that we just don’t have any idea how to move forward – effectively becoming paralyzed.

Consider these best practice steps for leading a problem solving session with your team:

1. Review the agenda and agree on ground rules. Start by walking through the agenda with the group and then agreeing on ground rules for the meeting. I prefer to set some rules initially and get agreement and then ask for input on other rules. For example, I might offer up initially:
   1. Cell phones on vibrate or off
   2. Make calls during breaks only
   3. Come back on time from all breaks
   4. Respect others’ ideas and build on ideas you hear
   5. Listen carefully to others and ask clarifying questions
2. Have a team building activity. After reviewing the agenda, I like to set aside time for a team building activity. It enables for the participants to spend a bit of time prior to getting to work to get to know each other. When the group becomes more comfortable with each other, they are more likely to share ideas and not feel more confident about their contributions and being “accepted” by the group. For longer sessions (such as an all-day event), I would include a team building activity either around lunch or mid-afternoon.
3. Share the problem statement and get agreement. Even if you have gotten feedback from particpiants when you were first developing the problem statement, it is essential to discuss the problem and ensure the group as a whole views the problem in the same way. You can’t possibly be successful finding resolution to a problem unless everyone agrees on what the problem is.
4. Agree on the goal. Be sure that everyone understands and is in agreement on the end goal whether it is to solve the problem or to advance a number of options to higher ups in the organization for input.
5. Use effective questioning techniques. Throughout the session, be sure to keep things moving and keep participants thinking and engaged by asking them probing questions such as:
   1. Can you discuss that a little more?
   2. Why do you think that will not work?
   3. Why is that important?
   4. Who will that benefit?
   5. Any reactions to Jane’s comments?
   6. Do others agree with what Jeff stated?
   7. What has been other’s experiences with such situations?
6. Listen and Build on Ideas.  Be sure that the team is listening to each other. Use active listening techniques and ensure the participants do the same. Reflect back on what you hear from session participants – “What I hear you saying is…”   Encourage participants to build on ideas presented to solve the problem rather than each person presenting a new idea. Once an idea is built on as much as it can be, then move to a new idea.
7. Participate but Lead First. While you might certainly participate in the session, you must remember you are leading first. Offer your own insights, stories, suggestions and contribute to the conversation. However, don’t participate to the extent that others in the room feel as if they have nothing to contribute or feel shut out from the conversation. Be sure to keep the flow of the discussions moving in the right direction and keep participants focused on the end goal.
8. Capture ideas and acknowledge contributions. Acknowledge the contributions offered up in the problem solving session to keep participants engaged and energized. Everyone likes a pat on the back! Capture ideas yourself on flip charts or have a note taker in the room whose sole responsibility is to capture/document the information presented. If you are an active participant – you might want to take the route of having a note taker so you can concentrate on participating and leading the session. Certainly for complex problem solving sessions I always use a note taker since I know I’ll be working at keeping the participants moving forward and engaged.

Part III will discuss how to follow up on the session.