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As enterprise house owners and leaders, we frequently encounter a wide range of issues in our organizations, however not all issues are created equal.
I’ve discovered that the majority points fall into considered one of three layers, every requiring a distinct strategy to unravel. Beneath, I will break down the three layers so you possibly can tailor your enterprise’s options to the proper downside kind.
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Layer 1: Easy errors
For Layer 1 issues, a course of is in place, and the individual concerned is aware of precisely what they need to be doing. The problem right here is that they merely made a mistake. It occurs to the most effective of us — typically, we simply slip up.
When a Layer 1 downside pops up, your first transfer must be to remind the individual of the right course of. A fast, mild nudge is usually all that is wanted to get issues again on observe. These are the sorts of issues that may be mounted with a short dialog or a easy reminder.
If this type of mistake begins occurring repeatedly, it is time to dig a little bit deeper. There could also be one thing else occurring — stress, disengagement and even burnout. In these instances, it is vital to deal with the foundation trigger quite than simply the symptom. Constant Layer 1 issues may sign that the worker wants help, whether or not that is by way of higher time administration, extra frequent breaks or addressing any private points that is perhaps affecting their work.
It doesn’t matter what the specifics entail, it is best to deal with a Layer 1 downside rapidly, ideally offering suggestions inside 24 hours. The earlier you deal with it, the simpler it’s to course-correct and stop the error from turning into a recurring problem.
Layer 2: Lack of expertise
The second layer of issues is a little more advanced. For Layer 2 issues, a course of is in place, however the individual would not totally perceive it. This might occur for a number of causes — perhaps they’re new and nonetheless studying, or perhaps their coaching wasn’t as thorough because it ought to have been. Both means, the foundation of the issue is a lack of information, not only a easy mistake.
The answer for a Layer 2 downside is easy: coaching. Whether or not that includes a refresher course or sitting down one-on-one to go over the method once more, the objective is to make sure the individual totally understands what’s anticipated of them. Coaching helps shut the information hole and equips the worker with the instruments they should succeed.
If a Layer 2 downside retains occurring, it is a signal that your coaching supplies — or your coaching strategies — may want an replace. Check out what you are instructing in comparison with the outcomes you are seeing. Are there gaps within the coaching? Are there sure components of the method that staff persistently wrestle with? If that’s the case, it is perhaps time to replace your coaching to raised meet the wants of your workforce.
Whenever you’re addressing a Degree 2 downside, goal to share suggestions inside every week. This offers you sufficient time to reassess and retrain whereas protecting the difficulty recent within the worker’s thoughts. Additionally, contemplate together with others who may additionally profit from the refresher. This proactive strategy may also help stop comparable issues from arising with different workforce members.
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Layer 3: Lack of course of
Lastly, we’ve got the third layer of issues, which happens when there is not any course of in place in any respect. If there is not any course of, you possibly can’t count on your workforce to know what to do. Layer 3 issues typically occur when your enterprise has grown or modified, and also you’re dealing with new challenges that present processes simply do not cowl. They’re a fantastic signal that it is time to create or overhaul some new processes.
Layer 3 issues are probably the most advanced as a result of they require you to construct one thing from scratch. Step one is to evaluate the scenario and outline what must be performed. After you have a transparent understanding of the issue, you possibly can start making a course of that addresses the difficulty. This may contain mapping out the steps, assigning tasks and making certain that the method aligns with the general objectives of the group.
As soon as the method is in place, it is also important to coach your workforce in order that they know execute it. It’s possible you’ll want to carry workshops, present ongoing help and be accessible to reply any questions as they come up.
If a Layer 3 downside retains occurring, it may imply that the method you created is not fairly proper for the workforce’s wants. On this case, you could must tweak or replace the method or create supplemental processes to cowl different components of the enterprise.
Usually, it takes 2-4 weeks to correctly assess a Layer 3 downside, outline and doc the answer after which practice (and retrain) the related groups. This may seem to be a very long time, but it surely’s price it to make sure that the method is strong and that your workforce is ready to comply with it long-term.
Why it issues
Understanding the three layers of issues is essential for efficient problem-solving in any group. You don’t need your managers to overthink or waste an excessive amount of time fixing Layer 1 issues — these must be fast fixes. However, you do not need them to hurry by way of fixing Layer 3 issues, as these require extra cautious planning and execution.
It is also vital to search for developments. For instance, if in case you have numerous Layer 2 issues, it is perhaps an indication that your coaching strategies want enchancment. In case you’re seeing numerous Layer 1 issues, it could possibly be time to evaluate your hiring practices or present extra help to your workforce.
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By figuring out the layer of the issue, you possibly can set the proper expectations across the quantity of effort and time wanted to discover a resolution. Subsequent time you face a problem, ask your self: Which layer does this downside belong to? Approaching it with this framework will prevent time, effort and perhaps even a number of complications alongside the best way.
