It’s very easy to focus on what’s wrong. We do this in our personal and professional lives. One must go beyond the initial symptoms that are being presented, however, to identify the opportunity that is hidden.
Perhaps we have a team member that is not performing as well as he/she should in a given role. The initial symptom might be stated as “Jim is not hitting his sales targets”. A simplistic response is that we must find a way to solve Jim’s sales performance issues (challenge-focused), but what if you were looking for the opportunity instead?
One management tool that can uncover these opportunities is called the Seven “Why’s”. The idea is to continue asking “why?” until you have identified the true underlying issues that need solving. The interview might look something like this:
Manager: Jim, I noticed that you haven’t been able to hit your performance targets for the past two quarters. In our team meeting, I asked everyone to think about why that was. Any thoughts? (1st why)
Jim: Yes, I have given it some thought. I think it’s because of the new comp package.
Manager: Interesting, tell me more about why that might be. (2nd why)
Jim: Well, my sales are higher, but my bonuses are lower. I spoke with Marilyn and Doug when I was down in Houston last week and they mentioned that they also saw a dramatic drop in their bonuses after the new comp package was implemented.
Manager: OK, what is it about the comp package that might lead to lower bonuses? (3rd why)
Jim: Well, a greater portion of the bonus is now given to other salespeople who might contribute to making the deal happen.
Manager: Why is that? (4th why)
Jim: Because management has emphasized the need for more collaboration in making deals.
Manager: That sounds like a good thing, right? (5th why)
Jim: One would think so, but some of the sales team members have learned that if they contribute just enough, the deal will go through with minimal effort and they can claim the bonus.
Manager: So, why such an emphasis on collaboration then? (6th why)
Jim: Well, I’m sure you are aware that there has been high turnover in the sales team, right?
Manager: Yes, I am aware of that. Why do you think that is? (7th why)
Jim: Well, we just announced the new strategy in expansion into Asian markets and most of us who have been around a while are not convinced this is a good idea. Our clients are getting nervous that we will no longer have their backs.
Manager: Jim, thanks for taking the time to meet with me today. We started talking about the challenges that you are having in meeting your sales goals and I think I have a much richer understanding of the factors that go into that. Let me speak with management about some of the issues that you raised and then let’s meet for lunch next week to discuss this some more.
As you can see by the discussion above, the manager started with a symptom (sales performance) and by repeatedly asking “why” was able to uncover underlying issues that, if addressed in a timely manner, will result in opportunities for the company to grow and retain good talent.
Please comment on ways that you have seen opportunities disguised as challenges and how you were successful in uncovering them. Learn more about Norwood Consulting Group’s services and contact us for more info.
