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Most Problems Fall Into 1 of 3 Layers — Here’s How to Effectively Approach Each One
By Hope Horner | Edited by Chelsea Brown | Entrepreneur Magazine | September 13, 2024
Extractive Summary of the Article | Listen
As business owners and leaders, we often encounter a variety of problems in our organizations, but not all problems are created equal. According to the author, she has found that most issues fall into one of three layers, each requiring a different approach to solve. The three layers are:
Layer 1: Simple mistakes. For Layer 1 problems, a process is in place, and the person involved knows exactly what they should be doing. The issue here is that they simply made a mistake. It happens to the best of us — sometimes, we just slip up. When a Layer 1 problem pops up, your first move should be to remind the person of the correct process. A quick, gentle nudge is often all that’s needed to get things back on track. If this kind of mistake starts happening regularly, it’s time to dig a little deeper. There may be something else going on — stress, disengagement or even burnout. In these cases, it’s important to address the root cause rather than just the symptom.
Layer 2: Lack of understanding. The second layer of problems is a bit more complex. For Layer 2 problems, a process is in place, but the person doesn’t fully understand it. This could happen for several reasons — maybe they’re new and still learning, or maybe their training wasn’t as thorough as it should have been. Either way, the root of the problem is a lack of understanding, not just a simple mistake. The solution for a Layer 2 problem is straightforward: training. If a Layer 2 problem keeps happening, it’s a sign that your training materials — or your training methods — might need an update. When you’re addressing a Level 2 problem, aim to share feedback within a week.
Layer 3: Lack of process. Finally, we have the third layer of problems, which occurs when there’s no process in place at all. If there’s no process, you can’t expect your team to know what to do. Layer 3 problems often happen when your business has grown or changed, and you’re facing new challenges that existing processes just don’t cover. They’re a great sign that it’s time to create or overhaul some new processes. Layer 3 problems are the most complex because they require you to build something from scratch. The first step is to assess the situation and define what needs to be done. Once you have a clear understanding of the problem, you can begin creating a process that addresses the issue. This might involve mapping out the steps, assigning responsibilities and ensuring that the process aligns with the overall goals of the organization. Once the process is in place, it’s also essential to train your team so they know how to execute it. If a Layer 3 problem keeps happening, it could mean that the process you created isn’t quite right for the team’s needs. In this case, you may need to tweak or update the process or create supplemental processes to cover other parts of the business.
2 key takeaways from the article
- As business owners and leaders, we often encounter a variety of problems in our organizations, but not all problems are created equal.
- Most issues fall into one of three layers, each requiring a different approach to solve. Layer 1: Simple mistakes. For Layer 1 problems, a process is in place, and the person involved knows exactly what they should be doing. The issue here is that they simply made a mistake. A quick, gentle nudge is often all that’s needed to get things back on track. If this kind of mistake starts happening regularly, it’s time to dig a little deeper. Layer 2: Lack of understanding. For Layer 2 problems, a process is in place, but the person doesn’t fully understand it. The solution for a Layer 2 problem is training. Layer 3: Lack of process. Solution need to be developed carefully and train the people on this.
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Topics: Entrepreneurship, Problem-solving, Mistakes, Understanding, Process Design