Business and Operations
As resilient as a rubber band
By Elaine Dumler
By Elaine Dumler
John walked into work and problems came at him from all directions.
Schedules for product lines had changed; there were messages from two
angry customers, and a text from his daughter saying she needed the
homework that was sitting on the kitchen table. The problems felt
overwhelming and continued to ruin his day and his mood, which affected
those around him, and his ability to do his job well.
John walked into work and problems came at him from all directions. Schedules for product lines had changed; there were messages from two angry customers, and a text from his daughter saying she needed the homework that was sitting on the kitchen table. The problems felt overwhelming and continued to ruin his day and his mood, which affected those around him, and his ability to do his job well. This led to a “behind closed doors” meeting with the boss. That same day, Sally arrived at the office faced with similar problems along with having to fill in for a co-worker who didn’t show up. But these challenges didn’t throw Sally off. One by one she handled the issues, which lightened the office mood for those around her, leading to a “closed door” meeting with the boss that resulted in a promotion!
Fictional situation? Of course. But this scenario is played out in businesses every day. Seldom does anyone have a perfect day. So how does Sally breeze through the same problems as John, but come out on top in the end? Two words that our military service members depend on to help with creative problem solving: resiliency and sustainability. Both involve the realization that it’s not what happens to you, but rather how you handle it that matters when it counts.
Resiliency is the ability to recognize, recover from and adjust to misfortune or change. Sustainability says that you’ve figured out how to get through a situation effectively and have come out the other end better for it. Resiliency and sustainability function together as you figure out how to identify stressors that work against you and begin to set the path that brings you through them. It’s just like a rubber band – a crisis stretches you to the limit and when you’ve solved it, you return to where you were before. With the application of four simple tools from the acronym BAND, you can solve problems as Sally does.
B – BREATHE: As stressors appear, begin by stepping back (physically, mentally or both) and taking a deep breath. Just this action alone helps you to clear your head, which allows better processing of information that is about to come at you. Breathing helps relax your muscles and lets your mind begin to work on the situation at hand. This is also the time to try to defuse and remove emotions that might be present, especially if you’re dealing with angry people. Can you call on the help of others . . . even a neighbour or co-worker . . . to help you put things into perspective?
A – ASSESS: Now that you have a clearer head, and hopefully have taken emotion out of the equation, start to prioritize what steps to take to make a solution as close to a win-win as possible. Ask yourself, “What’s the specific problem, who’s affected by these circumstances, what is the most critical piece to be handled first?” In this step, you are only identifying and prioritizing your steps, not acting on them. In the case of finding a customer design change request on your desk, you might assess that your first priority is to call the customer for more information.
N – NAVIGATE: You know the problem and have designed solution steps. Now it’s time to act on your plan. Look ahead and determine exactly what you want to have happen when a good solution is reached. What will the “perfect solution” look like? Implement your plan based on this desired outcome. As you execute each step, occasionally pause to look at what’s happening. Are you on the way to your desired outcome? Make whatever adjustments are needed along the way. Are you positively involving the people who need to be included in the solution? Doing this helps them feel you are working with them and not against them.
D – DETER: You did it! You dealt with your circumstances and came out on the other end. Whew, one down, more to come. This is the time to put steps in play that can deter the situation from happening again. What did you learn from this to help you set up parameters to avoid future issues like the one you just experienced? Step 1: Think of a problem as a paper chain. Problem “links” can develop into hazardous situations. Identify the good and bad links (people, experiences, outside forces) in the chain. Sometimes removing a link can make the chain stronger when put back together. Step 2: In order to prevent problems from happening again, you need to truthfully determine the level of control you have over each circumstance and problem factor. Eliminate or adjust what you have control over, and “let go” of those areas beyond your immediate control. Step 3: Establish your safety net. Your safety net consists of your current contacts and any new ones you’ve built over the course of solving this problem. You learned things about yourself and those around you. Who stepped up when they were needed? Keep the information for those support personnel close at hand so it’s there when you need it . . . next time!
Now before you think that going through this process will take too much time, remember that as you get comfortable with the steps, BAND can happen in a matter of seconds. It’s the idea that you are applying practical problem-solving skills quickly and instinctively to help you do a better job, get along better with your family, and finish a day feeling that you can, and did, excel in your ability to take care of things.
Elaine Dumler is an author, speaker and “separations expert” who helps military families transition through all phases of deployment. Using techniques and strategies she taught military families, Elaine helps businesspeople improve morale, profits and productivity. Her books, “I’m Already Home . . . Again” and “The Road Home” provide resources and connection strategies for maintaining life balance. For more information on books, training and sponsorship opportunities, call 303-430-0592 or visit www.ImAlreadyHome.com.