When a problem arises in your workplace, do you focus on who caused the problem or the process that led to the problem?
This was the question a client, an Executive Director of a senior care retirement community, raised with me this month. His leadership practice is “root cause, not root who.” When a department director brings a problem to his attention, he insists that they focus on the problem, not the person. He tells them, “Don’t tell me the person(s) involved. Let’s identify the process that led to the problem.”
He made this shift when he realized that too much attention was focused on the staff people involved, which side tracked addressing what was really important – the process.