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Some managers might tell you that knowing how to fix a people problem is an art form. At times though, such situations can benefit from outside perspectives. As a manager, how do you know when to try to fix a people problem on one of your teams vs. ask for outside help?
We asked members of Forbes Coaches Council below. Here’s what they said.
1. Know If It Will Create A Wedge
If you feel like it might create a wedge in your working relationship to get involved in a personal issue, bring in outside help. An outside executive coach or corporate people skills trainer immediately has credibility as an expert and can say things you simply can’t say without creating problems. Fill them in ahead of time on things you want covered and feel you can’t say yourself. – Kimberly Giles, ClaritypointCoaching Academy
2. Take Time To Linger
Before going outside, linger a little longer with your team. The question is, when does lingering turn to loitering? Look at the 4 C’s of execution: clarify, confirm, communicate and connect. When there is a people problem one of these 4 C’s is lacking. If you still find yourself unsettled, it may be a blindspot. At this point you are not running from a problem; you are running to a solution. – Dean Miles, Bridgepoint Coaching & Strategy Group
3. Diagnose The Source Of The Problem
First, try to diagnose the source of the problem. If the the problem is due to a lack of training, tools or expectations, start by giving them the needed resources. If the problem is difficult to diagnose, or if it is clearly a motivational or conflict issue, it can be useful to bring in someone who can help you diagnose the source of the issue and address it in a confidential and impartial way. – Andrea MacKenzie, Lead With Harmony
4. Be The Solution
Like any relationship, managers are often faced with the challenge that we are part of the problem, even if it’s only 1% of said problem. If we take personal responsibility for our 1%, then we can help fix it. If you do the blame game, pointing your finger (when three fingers are actually pointing back at you), then it’s best to ask for outside help to get the resolution that you seek. – Judi Rhee Alloway, Imagine Leadership LLC
5. Think Return On Investment
Managers often invest more time in struggling performers than in their stars. I recommend investing about 80% of your time (when possible) on your stars to help them improve and the remaining 20% on your struggling performers. When you have reached your time capacity, your emotional capacity, or your ability to coach and develop, it is time to seek help. Help can be directed at stars or strugglers. – Maureen Metcalf, Metcalf & Associates, Inc
6. Rather Than “Fix,” Seek To Explore
When suggesting that you’d like to ”fix” a problem, you’re giving yourself too much power. Encourage deeper exploration and guide people toward solutions. Use open-ended, curious questions. Give permission to be vulnerable. If going outside find someone who will build trust. Use your inner compass to access what you need. You know what’s best! – Adam Piandes, Adam Piandes
7. Involve The Team In Deciding The Solution
People feel more accountable to a result when they are part of making it happen. A question to the people involved can spark ideas and different perspectives on the cause and possible resolution to the situation. One question can be, “Would outside support be helpful to you?” Let them be integral to the solution and you will get one that works. – Michelle Tillis Lederman, Executive Essentials
8. Understand It’s A Process
First, speak with employees, clarify the problem, agree on a new way of addressing the issues. Allow for one or two more conversations that result in behavior adjustments. If you do not see improvement that satisfies you, time to get help from outside experts. When you see improvement, although it may not be optimal yet, continue your feedback cycle on your own and praise. Behavior doesn’t change at once. – Tmima Grinvald, The Round Well
9. Figure Out If It’s A People Problem Or Team Problem
First, clarify the effect on your team. If the problem is purely personal, serve as a mentor to mitigate the team impact. Perhaps ask for outside help from a coach, infuencer or HR. If the problem is deeply affecting the team, be a leader. Show how this problem is impacting the team’s ability to accomplish their mission. Then let that person (or people) know that “we” need to fix this — now. – Mark S. Babbitt, YouTern
10. If You’re Asking, Get Help
If you’re already asking yourself if you should ask for outside help, then do it. Whether you bring someone in to help is another question. Even if you end up handling the situation yourself, just having an outside ear brings the extra confidence to know you’re headed in the right direction. – James Lopata, InnerOvation
11. Address Situations In Real Time
Don’t wait to escalate issues. Deal with situations in real time to navigate the truth of what is going on so you can understand the context. Use feedback loops for staying ahead of problems within your teams. Never assume. Take concerns seriously — listen, be compassionate, understand, and seek resolutions for the individual or team. – Jen Kelchner, LDR21
12. Learn How to Coach
One valuable attribute of a great leader is the ability to coach. You manage process but lead people. Coaching allows you to identify and address problems before they get out of control. Smaller adjustments work better than larger, dramatic disciplinary actions. If an employee fails to respond to your smaller, more specific coaching efforts to help them, then you may need to enlist outside help. – Doug Thorpe, Headway Exec
