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As enterprise house owners and leaders, we frequently 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 all three layers, every requiring a special method to unravel. Beneath, I am going to break down the three layers so you possibly can tailor your corporation’s options to the precise downside 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 problem right here is that they merely made a mistake. It occurs to one of the best of us — generally, we simply slip up.
When a Layer 1 downside pops up, your first transfer ought to be to remind the particular person of the proper course of. A fast, light nudge is usually all that is wanted to get issues again on observe. These are the sorts of issues that may be mounted with a quick dialog or a easy reminder.
If this type of mistake begins taking place frequently, it is time to dig somewhat deeper. There could also be one thing else happening — stress, disengagement and even burnout. In these instances, 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 is perhaps affecting their work.
It doesn’t matter what the specifics entail, it is best to deal with a Layer 1 downside rapidly, ideally offering suggestions inside 24 hours. The earlier you handle it, the better it’s to course-correct and forestall the error from turning into a recurring problem.
Layer 2: Lack of information
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 manner, the basis of the issue is a lack of expertise, not only a easy mistake.
The answer for a Layer 2 downside 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 purpose is to make sure the particular person totally understands what’s anticipated of them. Coaching helps shut the information hole and equips the worker with the instruments they should succeed.
If a Layer 2 downside retains taking place, it is a signal that your coaching supplies — or your coaching strategies — would possibly want an replace. Check out what you are educating in comparison with the outcomes you are seeing. Are there gaps within the coaching? Are there sure elements of the method that workers persistently wrestle with? If that’s the case, it is perhaps time to replace your coaching to raised meet the wants of your group.
While you’re addressing a Stage 2 downside, purpose to share suggestions inside per week. This provides you adequate time to reassess and retrain whereas protecting the difficulty contemporary within the worker’s thoughts. Additionally, take into account together with others who may also profit from the refresher. This proactive method may also help forestall related issues from arising with different group members.
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Layer 3: Lack of course of
Lastly, now we have the third layer of issues, which happens when there isn’t any course of in place in any respect. If there isn’t any course of, you possibly can’t count on your group to know what to do. Layer 3 issues typically occur when your corporation has grown or modified, and also you’re dealing with new challenges that current processes simply do not cowl. They’re an awesome 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 executed. After getting a transparent understanding of the issue, you possibly can start making a course of that addresses the difficulty. This would possibly contain mapping out the steps, assigning duties and making certain that the method aligns with the general objectives of the group.
As soon as the method is in place, it is also important to coach your group in order that they know the best way to execute it. You could want to carry workshops, present ongoing help and be out there to reply any questions as they come up.
If a Layer 3 downside retains taking place, it might imply that the method you created is not fairly proper for the group’s wants. On this case, it’s possible you’ll must tweak or replace the method or create supplemental processes to cowl different elements of the enterprise.
Usually, it takes 2-4 weeks to correctly assess a Layer 3 downside, outline and doc the answer after which prepare (and retrain) the related groups. This would possibly 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 comply with it long-term.
Why it issues
Understanding the three layers of issues is essential for efficient problem-solving in any group. You don’t need your managers to overthink or waste an excessive amount of time fixing Layer 1 issues — these ought to be fast fixes. However, you don’t need them to hurry by fixing Layer 3 issues, as these require extra cautious planning and execution.
It is also essential to search for developments. For instance, when you’ve got numerous Layer 2 issues, it is perhaps an indication that your coaching strategies want enchancment. When you’re seeing numerous Layer 1 issues, it may very well be time to evaluation 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 precise expectations across the quantity of effort and time wanted to discover a answer. Subsequent time you face a problem, ask your self: Which layer does this downside belong to? Approaching it with this framework will prevent time, effort and possibly even just a few complications alongside the way in which.
