Have you ever thought about the words you choose when presented with a situation that you don't really care for? Have you thought about the emotions that you release? Oftentimes a problem is also an opportunity. Let me give you an example.
Say you are working on a project and the client calls and is very upset with something. Apparently, you had a miscommunication and had been moving forward on a project with different expectations and now your client is not pleased.
You have a few choices on how to respond:
- Problem Focus — UG! We have a huge problem on our hands — our day is ruined and we have this grump to deal with. How in the world did this happen? She really should have been more clear!
- Challenge Focus — Ok, we certainly didn't see that coming. We have a bit of a mess, but we can get it cleaned up. What are our next actions to get us back on track?
- Opportunity Focus — This is a great opportunity for us to show how quickly we can adjust. Yes, it's not ideal, but we can make this work. What are our next actions to get back on track? We're grateful that the client contacted us early so that no further rework will be needed. How/When can we look at our communication/requirements processes to see where they could have been altered so that we can avoid this in the future?
All three responses are types of responses anyone could have.
Which one is the most empowering?
Which one serves this client and future clients better?
Which one would you naturally gravitate to?
What do you think? Please freely share your thoughts!
Until we talk again,
Live Fully — Love Openly — Laugh Often — Leverage Your Brilliance — Connect Authentically — Get Your Message Out — Serve with Impact — Prosper Everyday
Brent Kelly says
Super post Steph. We are all decisions to make on how to deal with every situation. I would like to think that I am opportunity focused, but is so easy to get sucked into the problem focus trap.
Stephanie LH Calahan says
Thanks for dropping by Brent. I imagine that we all fall into all three at various points! The opportunity for all of us is to see how we can condition ourselves to be more opportunity focused the majority of the time. I’ll likely be writing about this some more over the next month or two. When I started to really look at this for myself, I kept a rubber band around my wrist and snapped it every time I had a thought that did not match the focus I wanted to have. It starts with awareness! I also had a sign in my office that says “Opportunity” with a picture that inspired me. Maybe that will help you too.
Kenneth Vogt says
I agree with you and I feel like paraphrasing Yogi Berra: The opposite is also true. I take a little different approach. You have to find your label believable first. If something doesn’t credibly feel like an opportunity, noting that it is a problem may trigger a valid and useful flight response. Here’s another swing at the topic: http://smallbiztrends.com/2013/01/politically-correct-euphemisms-must-die.html
Stephanie LH Calahan says
Kenneth – Thanks for stopping by. Thanks for sharing an alternate view. I don’t see it as political correctness. I see it all in your mindset of how you genuinely look at things. (Though I have seen examples where the word “opportunity” was used for political correctness when the situation was completely and utterly FUBAR. Intent makes a difference.)
If all you can see are problems with something then there are three things possible:
— you have a mess that needs to be cleaned up
— you need a mindset shift
— a combination of the above two
My challenge in this post is to encourage you to evaluate how your mindset impacts your outcome. Sometimes that flight response is absolutely the right one. Sometimes it is not.
I didn’t say it was easy. Learning how to look at things from a different lens is something that takes work.
Niki Pfeiffer says
Thanks for a great post Steph and such an interesting topic. My natural inclination is to gravitate to the problem or challenge, but I always ask myself what is the opportunity within the situation. I have noticed that the times I was able to recognize the opportunity within the situation that other opportunities flowed from that experience. . . kinda funny how positive energy drives positive energy.
I believe everyone should get in the habit of asking themselves what is the opportunity or positive that can come out of any situation because success in life and business starts with mindset.
Stephanie LH Calahan says
Niki – Thank you for sharing your experiences and challenges. It is certainly something that takes practice when you first start.
Kenneth Vogt says
You uttered some pristine truth when you said, “Intent makes the difference.”
( What you said + what I said ) / good intent = a great outcome
Stephanie LH Calahan says
Agreed 🙂