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Problem resolution

Sam Orozco

As mangers of our departments, we deal with a diverse set of problems daily. Many times the problems are simple, but others can be very complex and, in the process, end up taking a lot of our time to resolve.

And as the saying goes, the first step in effectively solving a problem is recognizing that a problem exists. Negating a problem or ignoring the situation will not help. On the other hand, accepting that a problem exists will not affect your reputation as a manager or supervisor. On the contrary; it will elevate your image as a manager and as a real professional.

In order to effectively resolve a problem, I follow a process to help deal with the situation. This process is composed of nine steps that are crucial in dealing with a problem:

1. Describe the situation
2. Frame the right problem
3. Describe desired end results and goals
4. Identify alternatives
5. Evaluate the alternatives
6. Identify and assess the risk
7. Make the decision
8. Develop and implement the decision
9. Evaluate the results

On the first step, the problem or situation is described, which will become the basis for defining the “right” problem. It is important to deal with just the main problem in question and not allow anything else to distort the essence of the problem. Leaders often react to the pressure and time constraints of the situation by quickly identifying a solution to a problem they have not clearly defined. They pick the first answer that comes to mind, or one that worked for them in the past. The results can be OK, but the majority of the time the results are a total disaster.

Step No. 2 defines or frames the right problem based on the situation or scenario. Once you recognize what the problem is and describe it, you can understand the options. A correctly identified problem is one that enables the creation of a number of different solutions. Also keep in mind that, at this point, it is necessary to make a decision on whether the problem is really worth solving.

Step 3 states what the end result will be and what goals are to be met. The real focus of problem solving is the solution, not the problem itself. However, to know you have solved the problem requires you to create a picture of the end result you want to achieve.

Step 4 states the alternatives available in dealing with the problem. Seldom is there a single solution to any problem. These alternatives are evaluated in Step 5. Here you must ask the question: “Will the alternative solve the problem as defined by the desired end result and final goal?”

Identifying and assessing the risk on Step 6 will consist of asking the right questions one more time. What are the potential positive or negative risks? Once the risk is assessed, the decision is made in Step 7. Remember that sometimes not making a decision is a decision. Step 8 is the time to develop and implement the solution.

The last step concludes with the evaluation of the results. Once you implement these nine steps in resolving a conflict or in evaluating an opportunity, it is important to recognize the need for collecting the relevant facts and information and to engage people throughout the process.

If you apply this concept in your daily activities, you can effectively produce more for less and make our properties look like million-dollar operations. Also, implementing this process in your personal life will enable you to be a better citizen in your community and a better individual at home.

Sam Orozco is superintendent at Ahwatukee Country Club in Phoenix, Ariz., and is an 11-year GCSAA member. This article originally appeared in Cactus Clippings, a publication of the Cactus and Pine GCSA.

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