SORTED: How to Really Tackle Wicked Business Problems in Six Steps

Wicked Business Problems?

A wicked business problem is a complex and challenging issue that resists straightforward solutions and requires a more holistic and interdisciplinary approach. Wicked business problems are often characterised by uncertainty, ambiguity, multiple stakeholders with conflicting interests, and multiple cause-and-effect relationships that are difficult to understand and predict. Examples of wicked business problems include organisational change, innovation, sustainability, and social responsibility. Unlike 'tame' problems, wicked business problems cannot be solved with a simple formula or by following a specific process but require ongoing experimentation, learning, and adaptation.

A Common Mistake…

A common mistake in tackling wicked problems is approaching them with a linear, reductionist mindset rather than systems thinking. This can lead to solutions that address symptoms rather than root causes or fail to consider the interconnectedness of various factors. Another mistake is ignoring or dismissing diverse perspectives and stakeholder groups, leading to ineffective or unsustainable solutions.

Coaching is More Effective

For several reasons, coaching is more effective than traditional problem-solving methods for wicked problems. It:

1. Emphasises personal growth and development: Coaching focuses on personal growth and development and helps individuals to develop the skills and knowledge needed to tackle wicked problems.
2. Encourages reflection: Coaching provides a safe and supportive space for individuals to reflect on their thoughts and experiences, which can help them to better understand and address wicked problems.
3. Focuses on solutions rather than problems: Coaching focuses on finding solutions rather than dwelling on issues, which can help individuals to find creative and innovative solutions to wicked problems.
4. Promotes collaboration: Coaching often involves collaboration between the coach and the individual, which can help to build the skills and knowledge needed to collaborate effectively on wicked problems.
5. Builds resilience: Coaching can help individuals to build resilience, which is essential for addressing wicked problems, which are often complex, challenging, and can generate opposition.
6. Encourages experimentation and innovation: Coaching often promotes experimentation and innovation, which can help individuals to find new and innovative solutions to wicked problems.

GOOGLE: Coaching for Wicked Problem-Solving

Google uses coaching to address wicked business problems in several ways. For example:

1. Employee development and growth: Google provides its employees with coaching and mentoring opportunities to help them develop their skills and advance their careers.
2. Innovative problem solving: Google encourages employees to use coaching and collaboration to find creative solutions to complex problems and create new products and services.
3. Team dynamics and collaboration: Google provides coaching to help teams work together more effectively and overcome challenges.
4. Change management: Google uses coaching to help employees navigate change and transition smoothly to new roles and responsibilities.
5. Cultural alignment: Google provides coaching to help employees align with the company’s values and culture and to develop a shared understanding of the company’s purpose and mission.

By using coaching to address wicked business problems, Google has been able to tap into its workforce’s collective expertise and creativity and create a more adaptive and resilient organisation.

SORTED: Six Steps to Tame Wicked Problems

I equip leaders to tame wicked individual and organisational problems, building trusted personal and professional relationships through six principles:

1.????Situation - Identify your wicked problem (or opportunity)

2.????Objective - Identify the outcomes you want

3.????Reality - Where are you now? Really?

4.????Template - Sketch possible solutions

5.????Execution - Pick the most promising solution and put it into play

6.????Development - Improve the solution and your wicked problem-solving skills.

In case you're wondering, this isn't a linear process. You will shuttle backwards and forwards between the steps. It's an exercise that combines analysis, critical thinking and design thinking. Taming a wicked problem or opportunity is iterative. Rather like empathy, when you think you've got a solution, you probably haven't!

Why not sit down for a couple of moments and think about a complex problem you had yourself or at work. How might you apply these principles?

Resistance is Useless

People commonly resist coaching as a solution to wicked problems for several reasons, including:

1. Lack of trust: Some people may view coaching as an invasive or prescriptive approach and may not trust the coach or the coaching process.
2. Perceived lack of control: People may feel that coaching takes power away from them and places it in the hands of the coach, leading to resistance.
3. Fear of change: People may be attached to their current ways of thinking and may be resistant to new ideas or approaches suggested by the coach.
4. Perception of coaching as insufficient: Some people may view coaching as inadequate for addressing complex and systemic issues and prefer more concrete or tangible solutions.
5. Lack of understanding: People may not fully understand the coaching process or the potential benefits, leading to resistance.
6. Scepticism: People may be sceptical about coaching effectiveness or may have had negative experiences with coaching, leading to resistance.
7. Resistance to accountability: People may resist coaching because it requires them to take responsibility for their actions and decision-making.

I use six strategies to help overcome people’s resistance to coaching as a means to solve wicked problems:

1. Build trust: Establish a relationship of trust with stakeholders by being transparent, authentic, and respectful in the coaching process.
2. Address underlying concerns: Listen to and address the concerns and objections that people may have about coaching, such as the fear of change or the perception of coaching as insufficient.
3. Involve stakeholders: Involve stakeholders in the coaching process, giving them a sense of ownership and increasing their investment in the outcome.
4. Demonstrate value: Show stakeholders the value of coaching by sharing successes from previous coaching interventions and how coaching can help address the complexity of wicked problems.
5. Adopt a collaborative approach: Work with stakeholders to co-create solutions rather than imposing a top-down approach. This can help build buy-in and commitment to the coaching process.
6. Foster a growth mindset: Encourage a growth mindset among stakeholders, focusing on learning and development rather than just solving problems. This can help shift the focus from resistance to growth and improvement.

Got a Wicked Problem? SORTED!

Wicked business problems are complex issues that resist simple solutions and require a holistic and interdisciplinary approach. These problems often involve uncertainty, multiple stakeholders with conflicting interests, and multiple cause-and-effect relationships that are difficult to understand and predict. Common mistakes are made in tackling wicked problems, such as using linear, reductionist thinking and ignoring diverse perspectives and stakeholders.

Coaching is an effective method for solving wicked problems. It emphasises personal growth and development, encourages reflection, focuses on solutions, promotes collaboration, builds resilience, and encourages experimentation and innovation. Google uses coaching to address wicked problems, including employee development and growth, innovative problem-solving, team dynamics and collaboration, change management, and cultural alignment.

The SORTED principles are a six-step iterative process for taming wicked problems. The steps include situating the problem, identifying objectives, assessing the current reality, sketching possible solutions, executing the most promising solution, and developing the chosen solution and problem-solving skills.

People may resist coaching as a solution to wicked problems for several reasons, such as a lack of trust, perceived lack of control, fear of change, perception of coaching as insufficient, lack of understanding, scepticism, and resistance to accountability. Therefore, coaches must build trust, address underlying concerns, involve stakeholders, demonstrate value, adopt a collaborative approach, and celebrate successes to counter resistance.

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