How do you handle resistance or disagreement among stakeholders during the five whys technique?

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The five whys technique is a simple but powerful tool for root cause problem solving. It involves asking "why" five times to drill down to the underlying cause of an issue and prevent it from recurring. However, applying the five whys technique can sometimes encounter resistance or disagreement among stakeholders, especially if they have different perspectives, interests, or assumptions. How do you handle these challenges and ensure a constructive and collaborative process? Here are some tips to help you.

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Juan Valdez, CLSSBB

Mechanical Engineering | Program Management |Lean Six Sigma Black Belt | NPI | Continuous Improvement | R&D |…
Sandana Thevar (Sandy) DMS

Product Manager @ Enate | 20x LinkedIn Top Voice | Lean Six Sigma Master Black Belt??| CAPM??| Scrum Certified? | Agile…
JC Reyes Dajer

PMP?? | Agile | σ Sigma | Senior Leader in the Outsourcing World

1 Clarify the problem

Before you start asking why, make sure you have a clear and specific problem statement that everyone agrees on. A vague or broad problem can lead to confusion, irrelevant answers, or multiple root causes. Use data, evidence, and feedback to define the problem and its impact. Avoid blaming, jumping to conclusions, or making assumptions. A clear problem statement will help you focus your questions and align your stakeholders.

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JC Reyes Dajer

PMP?? | Agile | σ Sigma | Senior Leader in the Outsourcing World
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Ensuring a clear and specific problem statement is my first step in addressing resistance or disagreement among stakeholders when applying the five whys technique. By grounding the discussion in data, evidence, and feedback, I work to establish a mutual understanding of the problem's nature and its implications. This approach prevents the conversation from veering off into irrelevant territories or devolving into blame games. A well-defined problem statement acts as a common ground, focusing the dialogue and fostering alignment among all parties involved. This preparatory step is crucial for a productive analysis and for navigating through disagreements constructively.

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2 Involve the right people

The five whys technique requires input from people who have direct knowledge, experience, or influence over the problem and its solution. Involve a diverse and representative group of stakeholders who can provide different insights, perspectives, and expertise. Avoid excluding, dominating, or ignoring anyone's voice. Encourage participation, feedback, and respect. A well-balanced group will help you uncover the true root cause and avoid bias or error.

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Juan Valdez, CLSSBB

Mechanical Engineering | Program Management |Lean Six Sigma Black Belt | NPI | Continuous Improvement | R&D | Increase Sales & EBIT% | Reduce Costs | Innovator |
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1. Identify Key Stakeholders: Ensure that individuals with relevant expertise and those affected by the issue are involved. 2. Ensure Representation: Include diverse perspectives to cover all aspects of the problem. 3. Facilitate Inclusive Discussions: Encourage active participation from all stakeholders to foster a collaborative environment. 4. Address Concerns Early: Engage stakeholders from the start to address their concerns and gain their commitment.

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3 Ask open-ended questions

The key to the five whys technique is asking open-ended questions that elicit deeper and richer responses. Avoid leading, suggestive, or closed questions that limit or influence the answers. Use words like "how", "what", "where", "when", and "who" to explore the problem from different angles. Probe, clarify, and confirm the answers. Avoid jumping to the next why too quickly or settling for superficial or incomplete answers. A good question will help you reveal the underlying cause and logic.

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4 Validate and verify the answers

As you ask why, you may encounter different or conflicting answers from your stakeholders. This is normal and expected, as people may have different experiences, opinions, or interpretations of the problem. However, you need to validate and verify the answers to ensure they are accurate, relevant, and consistent. Use data, evidence, and logic to support or challenge the answers. Seek consensus, agreement, or compromise among the stakeholders. Avoid dismissing, ignoring, or imposing your own answer. A valid and verified answer will help you avoid false or misleading root causes.

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Sandana Thevar (Sandy) DMS

Product Manager @ Enate | 20x LinkedIn Top Voice | Lean Six Sigma Master Black Belt??| CAPM??| Scrum Certified? | Agile | Risk Management | ISO 9001:2015 | Data Science | Design Thinking | Product Design & Development
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When I encounter resistance or disagreement among stakeholders during the five whys technique, I focus on validating and verifying each answer. I encourage open dialogue and ensure that each response is backed by data or evidence, helping to build consensus. By keeping the process transparent and fact-based, I can address concerns and guide the group towards a shared understanding of the root cause.

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5 Document and communicate the results

After you have asked why five times (or more or less, depending on the problem), you should have identified the root cause of the problem and its contributing factors. You need to document and communicate the results to your stakeholders and other relevant parties. Use a clear and concise format, such as a fishbone diagram, a table, or a report, to show the problem, the whys, and the root cause. Explain the logic, evidence, and assumptions behind each why. Share the results with your stakeholders and solicit feedback, comments, or suggestions. A well-documented and communicated result will help you gain buy-in and support for your solution.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you handle resistance or disagreement among stakeholders during the five whys technique?

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1 Clarify the problem

2 Involve the right people

3 Ask open-ended questions

4 Validate and verify the answers

5 Document and communicate the results

6 Here’s what else to consider

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