Step 1, problem ID. When we're identifying a problem in solving it on our own, these seven steps air really great to use, and we can usually do step one pretty quickly on our own. When we have problems where other people are involved it's really important to do this step together. So these are the questions that you need to ask to really understand what's going on when a problem exists. It's your classic who, what, when, where, why and how. And then we take a reality check with real, transparency and assess what's my role? So first of all, without casting blame or accusing anyone of anything who is involved in the problem and or affected? So my example of the training partner let's walk through each one of these questions, obviously, for me, it was a problem for her for my boss. But then, if we drill down deeper, its facilities problem, security at the hotel, the hotel contact, the management, even the hotel client the night before us because we need to clear out the room the night before and maybe set up. Hotels food and beverage and management is involved because they've got to set up for breakfast and lunch. The hotel AV manager and staff are involved in a lot of the locations that we did training, they had an external offsite, AV rental company. And so it involved them is well. All right, so that answer is really the who? What? So when I come to my meeting, I know that there's a problem because the tables aren't set up the way we specified them. I have a particular, set up that I like to have that sets everybody up to be comfortable for a full day of training. And what happens is when I show up in the morning, the tables aren't set up the way they should be. I don't have Internet connection. The slides don't work. [LAUGH] I have to re set up the screen because it's in the middle instead of on the side. The projector isn't in the right place. And then what happens is my participants start entering the room before I'm really ready, and then they make comments like, looks like it's going to be a late start. [LAUGH] Then they sit down and we're still trying to move stuff around. I have to ask them to get up. We're just going to move this. And anyway, then the client sees it's a problem, and the AV staff gets upset because they have to come in food and beverage gets upset. So the whole thing just really falls apart in the morning. So when it's happening is in that morning and then, apparently it's also happening the night before, because if we could get in and set up the night before, then it wouldn't be such a hassle in the morning. So where is it happening? It's happening at work in our own training rooms. It's happening off site. Which hotels? Well, the Hilton, the Marriott, Red Lion, Radisson, Hyatt, DoubleTree Convention Center. Other client conference rooms. It's happening in different size rooms, large rooms, small rooms, long, wide, deep, L-shaped just wherever it is that we are it seems to be a problem. Why is it happening? Okay, it's happening because expectations aren't clear. We're not all on the same page. Communication hasn't taken place. Maybe messages or directions that we gave weren't received. It might be happening because people just set up the room the way they think they should set it up rather than taking a look at the specifications. Or maybe the slide plot that we laid out for them people didn't even look at it, so it seems like there's communication that's not taking place. So how is it happening with so many people involved, verbal communication, it's kind of like playing telephone, I give you the direction, then you give it to someone else, they give to someone else. Then someone disagrees with the set up because of what they always do, and then they go back to what they normally do when they're not sure of what the instructions are. All right, so here's the big question. What's my role? All right, well, my role in it is that I don't have very clear, easy to understand processes in place. I don't have very clear instructions in place and to be really transparent, I really didn't have any idea that it would take such a committee to get a room set up, so that's my fault my bad. So what I have to do then, is get all of these people together and talk about what we can do to agree on how we can set up the room, which actually takes place in step two. All right, so now choose one of the problems that you wrote down earlier one that you have control over and then work through every one of these questions and take a deep dive as you could tell this isn't an activity that you want to hurry up through. It's one that you want to dive really deep into and and really take it to the next level. In fact, at this point, if there are other people involved in your problem, you might want to reach out and say, hey, can we have a really quick meeting? I want to take a stab at overcoming this problem. So you might go ahead and take some time with a peer group also and help walk through these, these last steps. So where we're going in, our next lesson is to reframe that problem and how to brainstorm that problem. So now go ahead and take time and really dive deep into your own problem. And I will see you next session. Thank you.
