So what’s the problem?

When groups are in conflict, one of the biggest mistakes they make is that they begin solving “the problem” without agreement on what “the problem” is. This leads to a frustrating, totally unproductive dialogue where different people are presenting solutions to different problems. In the next two e-zines we will explore one of the most difficult tasks of a facilitator, framing issues. Let’s look at the following example.

In a strategic planning meeting of board members
Mary says, “I am wondering if this new information changes our charge to pull together a large group that is representative of our region.”

Gary: “ Oh no, don’t start with that talk about growing the group again. I’ll tell you right now that if this group decides to expand, I’m not coming. It’s just too inefficient. I have better things to do with my time than meet with 15 or 20 people.”

Ann: “Well, that’s what we are supposed to do. Our charge is to lay the groundwork so that more people can get involved.”

Jerry: “I’m concerned that not everyone is at the table who needs to be. We will never get the input we need if we don’t have some people from other regions as part of our group.”

Gary: “Well, our meetings are crazy with 8 people, we don’t get anything done. If we expand we will just be repeating work that has already been done. You all can do it, but I won’t be here.”

Sue: “ I’m concerned about who we invite to our group. Who makes that decision anyway?”

As any outside observer can see, there are a number of problems going on here. Gary’s problem is not Ann’s; Jerry’s is not Gary’s. Moreover, while each of the parties has something they are concerned about, each is pushing a solution to their problem. “We have to grow,” or “We have to stay small,” are solutions to problems.

To build consensus, the facilitator needs to move away from solutions and towards a frame of the problem that reflects that which is most important to everyone. Gary’s primary concern is that the group is not efficient enough. Mary, Ann, and Jerry seem to be concerned that everyone who needs to be in the group is not there. And Sue is wondering about who makes what decisions.

So in order to help the group move forward, the facilitator might say, “So what we are trying to figure out is how to become more efficient at the same time we stay faithful to our charge of inviting some other community members into our group. And also, it sounds like we need to clarify who makes what decisions.”

With this as a starting point, the group is ready to start problem solving.

For more on this notion of framing problems see part II.

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