Mastering Problem Solving: Identifying Root Causes and Symptoms

Root Causes and Characteristics of Problems

Problems usually result from the following factors:

• Poor Communication

  Conversations become frustrated or fail to reach a mutual understanding.

• Unknowns (Insufficient Information)

  This occurs due to insufficient or missing information.

• Incorrect Information

  When part of the known data or facts is wrong.

• Confusion

  This arises when people or the history involved cause disorientation regarding incentives and options.

• Hidden Emotions

  These are feelings that surface as we analyze the situation.

• Differing Viewpoints

  When one person and another (or others) have conflicting ideas.

• Variable Impressions

  When investigating a situation or event, ideas, emotions, and explanations sometimes change dramatically as the investigation progresses.

• Balancing Dilemma

  This relates to a critical fight where no single person or party is sufficiently powerful and capable of winning outright.

The Problem-Solving Iceberg Principle

Technical problem solving and decision-making begin with the recognition that a situation requires a solution. Growing problems are usually unseen until they develop magnitude and become visible.

Symptoms vs. Real Problems

Problems are often perceived as "symptoms," and noticing these symptoms is when we realize the problem exists. However, the symptoms are generally NOT the real problem.

No matter how bad a situation might seem on first encounter, it is often only a symptom of the underlying issue. Symptoms may be trivial (a minor default) or important and urgent, requiring quick confrontation.

Applying the Iceberg Rule

The Rule of the Iceberg reminds us that we must have patience and understand the whole problem before rushing to solve it. Addressing only the symptoms is merely applying "a patch." After a while, the old symptoms reappear, or more complicated ones emerge.

The goal is to completely eradicate the problem, and for that, we must act on the causes that led to the situation.

Steps for Effective Problem Resolution

To solve a problem effectively, it is essential to:

• Review the situation
• Investigate the context
• Investigate the specific problem thoroughly
• Tabulate findings (Organize data)
• Analyze the results