Solution-Focused Management

by: kdenisngashwe@yahoo.com,,,,,,,,,,,,,gerakiziba@gmail.com

Solution-Focused Management

First, it is useful to make the distinction between gripes and complaints:

Gripes are problems people have that they have no expectation of change about. Even so, they might offer detailed descriptions of the problem and how frustrating or difficult it is. You may even have some good ideas about how to solve the problem. However, if you jump in and try to help, you will fail. These people don’t want help, they just want to vent. They might even be confused if you offer to do anything or if you tell them to do something. 

Complaints, on the other hand, are problems that people have an expectation of change about. This does not necessarily mean that they see themselves as the ones making the change, but at least they want something to be different and think that change or improvement can happen. 

1. Visitor Type Relationship


This category of relationship occurs when during the course of an interaction about a problem it is clear that the participants have been unable to come up with a complaint or a goal (see note on the criteria for workable goals). The person may have gripes, but there is no expectation of change and solution. 

What to do: Give lots of positive feedback for what is going right and/or let the person know that you appreciate what a tough time he/she is having. You can even be very worried about his/her future and consequences of not solving the problem(s). Immediately offer another appointment, during which goal negotiation can take place. You must be willing to accept that some people may never pass this stage. Keep in mind, that after successful resolution/goal achievement you will have returned to this type of helping relationship.
2. Complainant Type Relationship
The person is very observant and detailed in the description of complaints, usually is good at describing the patterns and sequences. By the end of the assessment phase it is clear that you and this person have the beginnings of a goal and some expectation of change and solution. The person, however, is not committed to taking steps to solve the problems and/or it is not clear to him/her that he/she must take steps to find solutions. 

What to do: The person has identified what the solution would look like and there is some expectation of change, but the decision that he/she must take steps is not quite there yet. Therefore it would be advisable to limit any tasks to give to the person to thinking or observation. He/she is more likely to comply with such a directive, thus, reducing the possibility of building “resistance.” 

3. Customer Type Relationship

By the end of the assessment phase it is clear that you and the person have together constructed a compliant which includes at least the beginnings of a goal and some expectations of solution. The person also becomes aware that the solution requires him/her to take necessary actions. The person expresses verbally and non-verbally he/she is ready to DO something to find a solution.

What to do: Since the person is willing to take steps towards a solution, you can go ahead and give behavioral tasks or other advice. The next step is to monitor his/her behaviors towards solution. 

Words of caution: As stated earlier, not all helping relationships fall into neat categories. This is just a guideline. When not sure, it is better to take a conservative approach. Also, keep in mind that this is a description of relationships, not people.