Denise Scott makes the case that the CIA can teach you how to be a better leader. What do you think?
This article by Denise Scott was first published at denisebscott.com
I recently came across the coolest leadership tool I have ever seen and it reminded me of my past and current detective craze. You see, when I was younger I wanted to be a detective. Not any old detective, but one of Charlie’s Angels. That’s me in the middle! Unfortunately, so did every other girl growing up on my block in Queens! We’d run around the streets playing Charlie’s Angels. But first we’d fight over who got to play Jill (Farrah). Then we’d fight over who got to be Kelly. The loser was always Sabrina (No one ever wanted to be her.) Once that was all decided, with a flip of our hair we were off to our detective work. Fast forward many years and I’m still playing detective. Though I’d like to think more CIA style than Angels’ style. So what’s this all got to do with leadership and person-centered care?
You may not be solving crimes, but I guarantee you are solving lots of problems each day.
So this tool can help you too! Often when looking for a solution to an issue, we just assume we know the problem. But often we don’t know the REAL problem. To find out, you need to play detective. And what better way to play detective than to use the same problem definition checklist that the CIA uses?! (It’s much better than going fisticuffs over who gets to be Farrah and probably more useful to have than flowing hair.)
The Phoenix Checklist
The Phoenix Checklist was developed by the CIA to help their agents look at problems from lots of angles. How I wish I had this list to help me define problems when I was an administrator!
What Isn’t The Problem?
My favorite question on the list is the somewhat open-ended: ‘What isn’t the problem?’ Here’s a real life example from an organization I recently worked with: Staff shared with me that a resident was very “difficult” to care for. She bit them, spit at them, and scratched them. They had tried everything they could think of to care for her. I asked different staff members about a time when she was not “difficult”. Even if it was just one minute a day. Everyone insisted that there was not a time that she wasn’t “difficult”. Finally, a nursing assistant spoke up. “When I get her dressed I say to her, ‘Thank you for helping me get you dressed.’” She shared that the resident would then reply, “You’re welcome.” Then, not only did the resident not bite, spit and scratch this staff member, but the resident would actually help her! A simple solution that was free, helped the staff and most importantly alleviated the resident’s stress! No antipsychotic required! All by simple asking, “What isn’t the problem?”
Play Detective
It almost seems too easy. But I guarantee you it works. Go ahead. Try defining a problem in your organization by using the list and let me know how it goes in the comments below.
The CIA’s Problem Definition Checklist
- Why is it necessary to solve the problem?
- What benefits will you receive by solving the problem?
- What is the unknown?
- What is it you don’t yet understand?
- What is the information you have?
- What isn’t the problem?
- Is the information sufficient? Or is it insufficient? Or redundant? Or contradictory?
- Should you draw a diagram of the problem? A figure?
- Where are the boundaries of the problem?
- Can you separate the various parts of the problem? Can you write them down? What are the relationships of the parts of the problem? What are the constants of the problem?
- Have you seen this problem before?
- Have you seen this problem in a slightly different form? Do you know a related problem?
- Try to think of a familiar problem having the same or a similar unknown
- Suppose you find a problem related to yours that has already been solved. Can you use it? Can you use its method?
- Can you restate your problem? How many different ways can you restate it? More general? More specific? Can the rules be changed?
- What are the best, worst and most probable cases you can imagine?
OK Angels, what was your favorite question from the list, or which question provoked an “ah-ha” moment for you? Let me know in the comments below.
Every profession tends to think they have the best methods for addressing problems. The vast majority of the challenges we face as a profession are self induced. To address them we need to be able to stand apart from the world that created the issue and see it from new perspectives. Thanks for introducing us to a powerful tool.
Thanks for the thoughtful comment Andrew! I agree, a new perspective helps tremendously. It almost seems too good to be true that something as simple as asking some questions can make such a difference in discovering a solution to an ongoing problem. Yet over and over I see it work!
From LinkedIn Groups:
The agency does a ton of fascinating work, mostly classified which never sees the public light of day — and they are highly selective in recruiting. Am surprised this list made it out.
By F. Todd Winninger
From LinkedIn Groups
A good reminder on the questions we should be asking ourselves when faced with complex problems. I think the second half of that Phoenix check-list is even more relevant.
By Tom Byrne
From LinkedIn Groups
Great article, Steve – thank you for bringing it to our (my) attention!
By Susan Barnes Rice
It is fascinating work they do Todd! I figured if the list was good enough for the CIA I should give it a try and each time I’ve used it, it has worked! Thanks for the comment!
I agree Tom! The questions are a great reminder for all of us! The second half of the Phoenix checklist is in my latest blog at: http://denisebscott.com/2013/07/you-can-solve-anything/
Thanks for your comment Susan!
From LinkedIn Groups
I think its looking for the Root Cause Analysis, asking WHY, to each question until you come up with an answer to the problem.
By Wolgamott Jackie
Jackie asking “Why” is a great tool! Sometimes I find people get stuck after just a couple of times asking “Why” so the Phoenix checklist can come in handy to make you think of different perspectives. Thanks for commenting!
From LinkedIn Groups
thanks for the post…I enjoyed reading the question list and especially liked the “what isn’t the problem”…. – W
By Wendy Jane Carrel
Glad you enjoyed the list Wendy!
From LinkedIn Groups
I like the idea of asking questions before proposing solutions! So often it is a lack of some bit of information or insight rather than a situation which needs to be overhauled or “solved”.
Thanks for posting!
By Paula McCarron
Well said Paula! Thanks for your comments.
Wow, absolutely love this approach to problem-solving! My favorite is #6 – it took me by surprise. Then I realized by examining what isn’t the problem (i.e. what’s working) can help solve the problem.