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When things go wrong, does your organization put its energy into finding the guilty parties to blame? Or does your organization work to solve problems?
We have developed into a blaming society. Mom blames the older siblings when problems arise in the household. Teacher finds someone to blame when things go out of control in the class room. Management and unions blame each other. Political parties use blame in the extreme, and it is disruptive, subordinating national goals under political aims. Spouses unfortunately play the blame game to the destruction of marriages and families. Experts in many realms teach that making things better should be the focus of our energies. The barrier to this is blame.
Blame is the process of assigning responsibility for an event on another. Various emotions drive the blame, and it results in loss of face, embarrassment, fear and anger. It is unpleasant for all parties concerned. The language of blame and problem solving is distinctively different, and a study of real life situations could be constructive for managers hoping to rise above the cauldron of anger and blame. A manager may assign responsibility for a task without assigning blame. And you can hold someone accountable for results without blaming. The distinction is in the language and tone of the message. Robert Bacal, consultant from Casselman, Ontario gives some helpful scenarios:
Blame - 'If you had done your work on time, we wouldn't be in this mess.'
Factual statement - 'Your responsibility is to fulfill your work commitments on time. When your work wasn't available, I had to speak to the boss without the information I needed.'
The factual statement is the prelude to problem solving. The blame statement is bound to cause sparks to fly. Problem solving is focused on the present and the future. The goal is fixing a present problem and seeking to prevent it in the future.
Problem solving lacks the emotions of blaming, and it is less personal and more systems oriented. back problems The problem solving process needs an understanding of the past and an understanding of the root causes of issues. It may include:
Clarifying the problem, goal or purpose
Collecting data, gain understanding
Diagnose, identify sources of problem
Formulate hypotheses for cause
Formulate a strategy for solution
Evaluate, collect more data
Note that assigning of blame is not part of the process. Neither is there room for emotional upheavals. Solving problems requires the use of a process, much of which was created by Deming. TQM, the quality system of modern companies, provides the structure and knowledge on how to solve problems the efficient way. Whether you are pursuing continuous improvement, organizational reinforcement, or improving performance on various levels, the issue of blame vs. problem solving is critical.
When problems occur, such as lack of performance, failure to meet commitments, etc, and you need to intervene, use problem solving. Begin by trying to understand the problem and underlying issues with the employee. Poor performance can be the result of boredom, stress, limited skills or knowledge, or other systems issues such as equipment or authority. Working with the employee to attack the root problem will help avoid it in the future. The focus is on the future. Additional scenarios by Robert Bacal:
Blame
Mgr: John, you should have let me know this work would not be ready for the meeting. We all looked stupid in front of the boss, and it's going to take us time to recover.
John: I tried to tell you, but you were on vacation. And I forgot. You are very hard to get a hold of, you know.
Mgr: You could have called me at home.
John: I didn't want to bother you. You said I shouldn't call you unless it was absolutely urgent.
The manager attacks, and the employee defends. This could end up with attacks flying back and forth. The situation is not pleasant. Now look at how it could have gone:
Problem Solving
Mgr: John, I expected to have information from you prior to the teleconference. We need to figure out what happened and how to make sure it doesn't happen again. Was I not clear on the date, or was there some other thing that caused us to miss the deadline?
John: Well, I might have misunderstood about the urgency, and when you went on vacation, I didn't want to bother you at home.
Mgr: OK, well, how does this sound. If I need something on an urgent basis, I'll make sure that I tell you in the future. I can also let people know when it is OK to call me at home, so it will be easier. I am also going to ask you to please keep me informed, though on projects like this we won't be embarrassed again. Does this make sense?
John: Yes, and I have more input that may be useful....
You can feel the difference in the dialogues. The problem solving dialogue is neutral aimed at finding where the problem lies and works to prevent reoccurrence. Of course, it may not go this smoothly, and it is oversimplified.
Modeling problem solving in everything you do, staff meetings and other gatherings, is an excellent habit to form. When in a conference, and blame raises its ugly head, redirect with 'what can we do, then, in the future?' Seek a problem solving attitude when blame is assigned during a meeting. When you start doing this you begin to create a blameless culture, a responsible culture that discourages empty complaints that will put you in the middle of other people's disputes.
Moving from blame to problem solving is a tough road because many people will not discern the difference. For some, being responsible also means to be at fault. When blame raises its head, return to the problem, ask diagnostic questions, begin to find root causes, and avoid being drawn into the blame game. In time, some people will begin to see the difference and trust that you are not blaming but attempting to fix the problem.
| Caterpillar Front Loader and Back Hoe Enjoy rugged construction fun at it's best! The impressive looking Caterpillar Front Loader and Back Hoe ride-on has it all, from looks to super features. The neat design includes a 2-position adjustable seat, lifting front hood, and functional loader and back hoe. Kids can pedal forward and backwards, and even lock into place for fun on the Back Hoe. This is definitely one cool Cat! For younger children who enjoy all things construction, try our John Deere Mini Loader with Trailer (see Item #6605), sold separately. Manufacturer requires 2-5 business days to process all orders. Please note that orders placed with expedited shipping will take priority and ship as quickly as possible. These orders however may still require a 2-5 day shipping window. USD 299.99 Buy Now |
| The Back of the Napkin: Solving Problems and Selling Ideas with Pictur <BA bold new way to tackle tough business problems}even if you draw like a second grader</B<BR<BRWhen Herb Kelleher was brainstorming about how to beat the traditional hub-and- spoke airlines, he grabbed a bar napkin and a pen. Three dots to represent Dallas, Houston, and San Antonio. Three arrows to show direct flights. Problem solved, and the picture made it easy to sell Southwest Airlines to investors and customers. <BR<BRUsed properly, a simple drawing on a humble napkin is more powerful than Excel or PowerPoint. It can help crystallize ideas, think outside the box, and communicate in a way that people simply }get}. In this book Dan Roam argues that everyone is born with a talent for visual thinking, even those who swear they can}t draw. <BR<BRDrawing on twenty years of visual problem solving combined with the recent discoveries of vision science, this book shows anyone how to clarify a problem or sell an idea by visually breaking it down using a simple set of visual thinking tools } tools that take advantage of everyone}s innate ability to <Ilook, see, imagine, and show</I. <BR<BR<ITHE BACK OF THE NAPKIN</Iproves that thinking with pictures can help anyone discover and develop new ideas, solve problems in unexpected ways, and dramatically improve their ability to share their insights. This book will help readers literally see the world in a new way.}The premise behind Roam's book is simple: anybody with a pen and a scrap of paper can use visual thinking to work through complex business ideas. Management consultant and lecturer Roam begins with a }watershed moment}: asked, at the last minute, to give a talk to top government officials, he sketched a diagram on a napkin. The clarity and power of that image allowed him to communicate directly with his audience. From this starting point, Roam has developed a remarkably comprehensive system of ideas. Everything in the book is broken down into steps, providing t@=p£×ÿ¾Úø USD 4.51 Buy Now |
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| Famous Problems Any band that would name themselves the Butterflies of Love (a French euphemism for pubic crabs) probably has a higher level of cynicism than the average Joe, and the third album from the Connecticut-based group, Famous Problems, would tend to confirm this; this is dark, faintly garage-influenced indie rock that suggest a shotgun marriage between the Ass Ponys and Green on Red, with an extra helping of fuzzed-out guitars and cheap organ up front. The Butterflies of Love also generate more than their fair share of bad karma on these tunes, especially on the bitter "Lies Will Sound Like the Truth" or "In a Blizzard in a Lighthouse" which unearths a palpable sense of abstract dread. But while no one is about to accuse these guys of being Party Gods, they sure know how to write a song and make a record, and Famous Problems connects solidly after a few spins. Leaders Jeff Greene and David Greene bring strong, emotionally expressive melodies to these tunes, and their vocals communicate a dozen shades of angst without edging into self-pity or narcissism, documenting busted lives in the less fashionable environs of the East Coast with journalistic accuracy and a poet's balance of sorrow and compassion. The Greene's bandmates back them up with simple but forceful rock & roll that brings forth both the beauty and the sorrow of their psych-tinged folk-rock with maximum emotional impact. Famous Problems would be better served with a stronger and more resonant production, but that doesn't change the fact this is a fine band that's made an album that's well worth hearing. ~ Mark Deming, All Music Guide USD 14.99 Buy Now |
| Social Problems Purchase of this book includes free trial access to www.million-books.com where you can read more than a million books for free. This is an OCR edition with typos. Excerpt from book: SOCIAL PROBLEMS CHAPTER I THE INFLUENCE OF NATURAL CONDITIONS ON ECONOMIC AND SOCIAL DEVELOPMENT I. General introduction. II. Configuration. 1. Altitude. 2. Natural boundaries and frontiers. 3. Isolation. 4. Rivers and lakes. 5. The sea. 6. Trade routes. 7. Area or extent. III. Climate. 1. Temperature. 2. Moisture. 3. Light. IV. Soil. V. Natural resources. 1. Minerals. 2. Forest and plant life. 3. Animal resources. 4. Motive forces. VI. General aspects of nature. VII. Conclusion. General introduction. ? Back of all social problems are two elements, man and nature. Man is the living, growing, conscious element, ever struggling for ascendancy. Nature is the inert, passive, but persistent element, which has profoundly influenced man at every stage of his develop chapter{Section 4ment. Man's progress is largely measured by his increasing control over natural conditions and natural forces. Man is still struggling, that he may the more completely subdue the elements of nature, ? that he may compel the forces of nature to do his bidding. The more primitive people are the more helpless before nature. Their lives are influenced to a greater extent by natural conditions. They have brought fewer of the natural forces under subjection. They are largely dependent upon what nature has supplied for their food, their clothing, their shelter, and even for their simple tools and weapons. Natural barriers, easily overcome by civilized man, are for them insurmountable. They dare not venture far upon the sea with their primitive boats. They have no bridges nor highways and hence must follow routes outlined by nature. As man advances through the successive stages of his development, he is influenced at every turn by his environm... USD 34.04 Buy Now |
| Problems Solved TWO LEGENDS!!!!! Today, Bill Pronzini is famed for his private-eye stories about the "Nameless Detective" and for his Shamus-award winning short stories, and Barry N. Malzberg is one of America?s premier science- fiction writers, but back in their salad days they collaborated on a number of stories, which have now become legendary. Many fans have heard of them, but very few have had the privilege of reading them ? until now. Problems Solved collects all their crime and mystery collaborations, mostly written during the 1970's and early 1980's, and a few recent collaborations (including two new stories written especially for this volume). The stories range from suspense ("Night Rider") to irony ("What Kind of person Are You?") to twists-in-the-tale ("Problems Solved") to science-fictional detection, including three stories about an unnamed Luna Immigration Inspector. Others emphasize sports ("What?s a Chicago Cub?" asks an entrepreneur of the future), and one, "Another Burnt-Out Case," is ! in Bill Pronzini?s words, "a weird comic Hitchcockian crime fantasy with a carnival setting, whose last two lines elicit gleeful chortles from both of us to this day." The cover design, illustrating both "Another Burnt-Out Case" and "Night Rider," is by Juha Lindroos, a Finnish artist working in the United States. USD 24.48 Buy Now |
| The Problems of Jurisprudence In this book, one of our country's most distinguished scholar-judges shares with us his vision of the law. For the past two thousand years, the philosophy of law has been dominated by two rival doctrines. One contends that law is more than politics and yields, in the hands of skillful judges, correct answers to even the most difficult legal questions; the other contends that law is politics through and through and that judges wield essentially arbitrary powers. Rejecting these doctrines as too metaphysical in the first instance and too nihilistic in the second, Richard Posner argues for a pragmatic jurisprudence, one that eschews formalism in favor of the factual and the empirical. Laws, he argues, are not abstract, sacred entities, but socially determined goads for shaping behavior to conform with society's values. Examining how judges go about making difficult decisions, Posner argues that they cannot rely on either logic or science, but must fall back on a grab bag of informal methods of reasoning that owe less than one might think to legal training and experience. Indeed, he reminds us, the greatest figures in American law have transcended the traditional conceptions of the lawyer's craft. Robert Jackson did not attend law school and Benjamin Cardozo left before getting a degree. Holmes was neither the most successful of lawyers nor the most lawyerly of judges. Citing these examples, Posner makes a plea for a law that frees itself from excessive insularity and takes all knowledge, practical and theoretical, as grist for its mill. The pragmatism that Posner espouses implies looking at problems concretely, experimentally, without illusions, with an emphasis on keeping diverse paths of inquiry open, and, above all, with the insistence that social thought and action be evaluated as instruments to desired human goals rather than as ends in themselves. In making his arguments, he discusses notable figures in jurisprudence from Antigonc to Ronald Dworkin as well as recent movements ranging from law and economics to civic republicanism, and feminism to libertarianism. All are subjected to Posner's stringent analysis in a fresh and candid examination of some of the deepest problems presented by the enterprise of law. USD 12.48 Buy Now |
| Jesus Brought Back: Meditations on the Problem of Problems This is an EXACT reproduction of a book published before 1923. This IS NOT an OCR'd book with strange characters, introduced typographical errors, and jumbled words. This book may have occasional imperfections such as missing or blurred pages, poor pictures, errant marks, etc. that were either part of the original artifact, or were introduced by the scanning process. We believe this work is culturally important, and despite the imperfections, have elected to bring it back into print as part of our continuing commitment to the preservation of printed works worldwide. We appreciate your understanding of the imperfections in the preservation process, and hope you enjoy this valuable book. USD 16.67 Buy Now |
| No Money, No Problems Track Listing: 1. Let Them Play, 2. Only the Nerds Got Pissed, 3. Agent/Boyfriend, 4. Man, I Love the Beatles, 5. Kind of Like Some Kind of Monster, 6. Falling Back on Dat Azz (Falling Back on That Ass) USD 9.99 Buy Now |
| The Back of the Napkin (Expanded Edition): Solving Problems and Sellin <bThe acclaimed bestseller about visual problem solving-now bigger and better </B<BR<BRThere is no more powerful way to prove that we know something well than to draw a simple picture of it. And there is no more powerful way to see hidden solutions than to pick up a pen and draw out the pieces of our problem. <BR<BRSo writes Dan Roam in <IThe Back of the Napkin</I, the international bestseller that proves that a simple drawing on a humble napkin can be more powerful than the slickest PowerPoint presentation. Drawing on twenty years of experience and the latest discoveries in vision science, Roam teaches readers how to clarify any problem or sell any idea using a simple set of tools. <BR<BRHe reveals that everyone is born with a talent for visual thinking, even those who swear they can't draw. And he shows how thinking with pictures can help you discover and develop new ideas, solve problems in unexpected ways, and dramatically improve your ability to share your insights. <BR<BRTake Herb Kelleher and Rollin King, who figured out how to beat the traditional hub-and-spoke airlines with a bar napkin and a pen. Three dots to represent Dallas, Houston, and San Antonio. Three arrows to show direct flights. Problem solved, and the picture made it easy to sell Southwest Airlines to investors and customers. <BR<BRNow with more color, bigger pictures, and additional content, this new edition does an even better job of helping you literally see the world in a new way. Join the teachers, project managers, doctors, engineers, assembly-line workers, pilots, football coaches, marine drill instructors, financial analysts, students, parents, and lawyers who have discovered the power of solving problems with pictures. <BR<BR<IBusinessWeek</I's best innovation book of the year <BR<BRA <IFast Company</Ibest business book of the year <BR<BRThe (<ILondon</I) <ITimes</Ibusiness@&³33333ÿ¾Úø USD 11.35 Buy Now |
ONLY last week in this column I trumpeted the amazing strides made by two young Tyneside referees, Mark Clattenburg and Michael Oliver.