Fix-It Frank

It is so tempting to launch into fix-it mode, especially at work.  But people want to be seen and heard more than they want to be fixed.

If you are in a leadership position, your likelihood of being a Fix-It Frank (or Francine) only increases, because we love promoting people who solve problems and get things done.

A helpful turn of phrase is to ask the other person, “Would you like for me to troubleshoot with you or just listen?”  This will get you better information – and, once the other person is acknowledged, they are more likely to be able to shift into a generative, problem-solving mode.

Fix-It Franks can also err by offering their suggestions too early, disrupting the other person’s problem-solving capacities. 

After the other person has been heard, tap into their experiential knowledge by asking, “What is a good next step for you right now?”

or

“When have you gone through something like this before?  What did you learn about yourself?”