LEAN BITES Problem Solving using the right words

I’ve found that using the right words during your problem solving activities can help build a successful improvement culture.
Many businesses around the world like Toyota, have proven that this is the case.
What does a successful problem solving culture look like? I believe this is where everyone can equally contribute regardless of skill or ability, where everyone feels that they can have a voice and can safely experiment and test their theories in a psychologically safe environment. Where they are empowered to work on problem solving activities and implement their improvement ideas.
Words are very powerful, equally important in the work place and more so with leaders. As leaders your words can build up or tear down
Above the Line thinking, made popular by Carolyn Taylor, is simply it’s an arbitrary horizontal line that separates the words we use. Operating above the line is open and positive, operating below the line is closed and negative.
I’ve got 4 tips that will help you navigate the partnership between these 2 principles, leading to a highly productive problem solving experience and eventually a successful improvement culture.
1.Caring for people: a foundational cornerstone of humanity and especially in our workplace. Leaders need to model the right behaviour, use above the line words and attitudes that are always positive and constructive. Provides an opportunity for people to speak without the fear of being shut down, especially important when someone is explaining their position on solving a problem. Model the right attitude of listening intently, focus on every word they use. For those who lack confidence when speaking nurture them.
2.Problem solving quality: this is fundamentally about accurately following the problem solving methodology. If we follow the proper process, identify and attack root cause, we’re more likely to build greater capability whilst solving the problem. The aim of solving problems, is to improve the performance of your processes, to benefit the customer (both internal and external). A financial return is important but not at the expense of building capability
3.Present your findings: this is one of the key components to building a powerful problem solving culture. This can be done on a number of different levels: share amongst your peers, present to senior business leaders, present to a wider audience. Don’t assume that every presenter is experienced or totally comfortable with the process. We need to create the right environment, by using the right words, makes a significant difference. Ensure you set up the presenter to be successful
4.Have the right mindset: As leaders enter into any problem solving activity with an open mind and together with above the line words and attitude, support the team coming up with their own conclusions based on the evidence they’ve gathered. Avoid walking into an activity with your opinion or being a “know it all”, rather come from a position of humility. Encourage your team to develop a solution based on analysis of the evidence and using simply scientific thinking.
I’ve found that a truly effective Problem Solving experience is a powerful precursor to building a solid improvement culture and the choice of using above the line words makes a significant difference

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Great solution