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As enterprise house owners and leaders, we regularly 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 one in every of three layers, every requiring a unique method to unravel. Beneath, I am going to break down the three layers so you possibly can tailor your small business’s options to the appropriate drawback sort.
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Layer 1: Easy errors
For Layer 1 issues, a course of is in place, and the particular person concerned is aware of precisely what they need to be doing. The difficulty 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 drawback pops up, your first transfer ought to be to remind the particular person of the right course of. A fast, mild nudge is usually all that is wanted to get issues again on monitor. These are the sorts of issues that may be mounted with a short dialog or a easy reminder.
If this sort of mistake begins occurring often, it is time to dig a little bit deeper. There could also be one thing else occurring — stress, disengagement and even burnout. In these circumstances, it is essential to deal with the basis trigger somewhat than simply the symptom. Constant Layer 1 issues might sign that the worker wants help, whether or not that is by higher time administration, extra frequent breaks or addressing any private points that may be affecting their work.
It doesn’t matter what the specifics entail, it is best to deal with a Layer 1 drawback rapidly, ideally offering suggestions inside 24 hours. The earlier you tackle it, the simpler it’s to course-correct and stop the error from turning into a recurring challenge.
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 particular person would not totally perceive it. This might occur for a number of causes — possibly they’re new and nonetheless studying, or possibly their coaching wasn’t as thorough because it ought to have been. Both means, the basis of the issue is a lack of know-how, not only a easy mistake.
The answer for a Layer 2 drawback 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 particular person totally understands what’s anticipated of them. Coaching helps shut the data hole and equips the worker with the instruments they should succeed.
If a Layer 2 drawback 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 workers persistently wrestle with? If that’s the case, it may be time to replace your coaching to higher meet the wants of your group.
While you’re addressing a Degree 2 drawback, goal to share suggestions inside per week. This offers you adequate time to reassess and retrain whereas retaining the difficulty recent within the worker’s thoughts. Additionally, contemplate together with others who may also profit from the refresher. This proactive method might help stop related issues from arising with different group members.
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Layer 3: Lack of course of
Lastly, we’ve 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 group to know what to do. Layer 3 issues usually occur when your small business has grown or modified, and also you’re dealing with new challenges that current processes simply do not cowl. They’re an important signal that it is time to create or overhaul some new processes.
Layer 3 issues are essentially 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 carried out. Upon getting 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 duties and making certain that the method aligns with the general targets of the group.
As soon as the method is in place, it is also important to coach your group so that they know how you can execute it. Chances are you’ll want to carry workshops, present ongoing help and be out there to reply any questions as they come up.
If a Layer 3 drawback retains occurring, it might imply that the method you created is not fairly proper for the group’s wants. On this case, you could must tweak or replace the method or create supplemental processes to cowl different components of the enterprise.
Sometimes, it takes 2-4 weeks to correctly assess a Layer 3 drawback, outline and doc the answer after which practice (and retrain) the related groups. This may appear to be a very long time, but it surely’s price it to make sure that the method is strong and that your group is ready to observe it long-term.
Why it issues
Understanding the three layers of issues is essential for efficient problem-solving in any group. You do not need your managers to overthink or waste an excessive amount of time fixing Layer 1 issues — these ought to be fast fixes. However, you do not need them to hurry by fixing Layer 3 issues, as these require extra cautious planning and execution.
It is also essential to search for traits. For instance, when you’ve got a whole lot of Layer 2 issues, it may be an indication that your coaching strategies want enchancment. Should you’re seeing a whole lot of Layer 1 issues, it might be time to assessment your hiring practices or present extra help to your group.
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By figuring out the layer of the issue, you possibly can set the appropriate 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 drawback belong to? Approaching it with this framework will prevent time, effort and possibly even a couple of complications alongside the best way.
