The Problem Communication Problem

We have a gun violence problem! We have a global warming problem! We have a market share problem! We have an income disparity problem! We have a retirement problem! Etc., etc.

We have more problems than we can handle, but they mostly share a common problem – the degree to which they are communicated and understood.

Problem Communication Variables

Before problems can be resolved they must first be understood. And that often depends on five variables that determine the context of the problem.

• Urgency
• Importance
• Clarity
• Complexity
• Ownership

Here is a quick primer for these variables.

Urgency: How much time do I have? Five minutes? Five hours? Five days? Five weeks? Five years?

• You have minutes to solve the problem of an irate customer demanding a refund, “or else.”
• We had years to resolve the global warming problem but squander the time.

Importance: How important is this problem to the affected stakeholders? Should I drop everything right now and deal with it or can I hand it off to someone else?

• Some problems are a nuisance. For example, should you go to lunch with the guys and add the bill to your credit card since you don’t have the cash on hand?
• Some problems can kill your retirement. For example, should you run up credit card debt and only pay the minimum?

Clarity: I may see symptoms; do I know the real problem? Can I explain the details of the problem?

• A fire in the warehouse is a very clear-cut problem. The smoke and flames will lead you to the source.
• “Income disparity” is so general as to be almost useless. Who are the affected parties? What is the trend telling us? Is this global or local?  

Complexity: Is this problem easy or hard to understand?

• Some problems are simple. For example, the sales department needs your help to get a package to Cleveland by tomorrow morning.
• Some problems are complex. For example, what are all of the factors triggering global warming and which are in our control?

Ownership: Who’s feeling the pain and who has the wherewithal to solve the problem? The true owner is the party that can solve the problem. Those in pain are simply victims.  

• Some problems belong to you and you alone. For example, your car is in the shop, and you need to get to work early on Monday morning. It’s your problem.
• Some problems need to be divided among the people and organizations that can affect the parts. Who owns the gun violence problem? Congress? Families? Mental health professionals? Gun manufacturers? Yes, to all and more!

We cannot resolve problems that are not well communicated. 

Your turn

Consider a problem you are wrestling with right now. Explore the five variables to better communicate the nuances of your problem.

Communication Variables	My problem:
Urgency
Importance
Clarity
Complexity
Ownership