They want you to provide a clear “if this happens, then do X” direction. They do not understand that the situations leaders face can be different from case to case, and unique solutions need to be determined. As a leader, developing this kind of critical thinking with your direct reports is not only important, but essential for the success of your team. This is not just a challenge for front-line team members; one of my clients is frustrated with a director-level report who gets paralyzed if there isn’t a directly applicable procedure or policy to advise action.
Traditional training really doesn’t help with this need for an ability to apply critical thinking. Experience is the best teacher, but it can be painful and costly to wait for leaders to develop this judgement. We can help accelerate the process by using a simple tool that has been deployed in manufacturing organizations for years; it is called “the 5 Whys”. The 5 Whys is a tool that helps you dive deeply into the root cause of any problem or understand the logic of general policies so that rational judgment can be applied. The concept is based on years of research that it often takes five rounds of asking the question why until you really get to the root cause of a problem.
To use the 5 Whys, all you have to do is ask “Why?” five times in succession about any problem or situation. With each answer, you will take the person one step closer to understanding the situation fully. Here is a manufacturing example:
Product was held up…. why was the product held up?
A high percentage the of the product had a mark on it.
Why did the product have a mark on it?
The stamping fixture makes marks on the product.
Why does the stamping machine mark the product?
The machine marks the product when it stops unexpectedly.
Why does the machine stop unexpectedly?
The machine sensors get blocked.
Why do the sensors get blocked?
Dust collects after several hours of machine running.
In this example, the leader would know that to solve the product quality issue, a solution is to add a dust blow-off of the sensor every few cycles.
This is an example of a manufacturing event, but this open-ended use of the 5 Whys can also help in administrative situations. It helps leaders in any function gain insights into the origins of decisions and constraints, so that they can be more effective in their decision-making. It also encourages teams to think beyond the obvious solutions and explore innovative ideas. I am working with a Vice President in nursing who is using the 5 Whys logic to coach the team in understanding why procedures are in place. While walking through the facility she is asking her team about procedures and systems by asking them why things are the way they are. By drilling down with her team through 5 whys, she is helping her staff better understand the intent of hospital procedures so that her team does not just respond by default. They are able to apply critical thinking and align their actions with the intent and priorities that have been set in place. They can now adjust to the case-by-case scenarios they face every day on the job. They are also now going through the 5 Whys any time a patient service does not meet expectations to learn from these experiences and improve the response for the future.
The 5 Whys tool can not only be used by leaders, but it can also be deployed by teams to come up with innovative solutions and options for specific problems. It helps individuals break down their problem into smaller pieces and understand it better. This is a great way to get everyone involved and pull from their experience.
Over time, by using this 5 whys approach within your organization, the team will better understand the objectives, processes, and procedures of the organization and increase their ability to apply judgment in whatever situation they face. A better understanding of the overall environment will not only result in better problem-solving abilities, but also in team members who are more engaged, motivated, and productive.
It is an easy-to-use process that can yield great results when used consistently. Give it a try and see how it can help you and your team succeed. And remember, be patient with yourself and your direct reports as they learn to think critically; the results are worth the wait!