Learning Experiences

Solving Problems

Do not spend another £ on solving problems, until you have read this

The inspiration of this post is taken from the Einstein quote:

“If I had an hour to solve a problem, I’d spend 55 minutes thinking about the problem and 5 minutes thinking about solutions”

Why is this so important?

In our line of work, it is incredibly important that we take to understand your problems (our professional credibility rests on this).

It is important to not rush into problem solving mode but take a more considered approach on analysing and understanding what problem you are trying to solve in the first place.

The Strategy Journey quoted that ‘70% of all change initiatives fail to deliver on their strategic objectives.’ – why? Because they were solutions which solved the wrong problems.

Take this example, you work in a HR function, you are approached by a head of department as their sales are declining and they want you to look into it and propose some sales training.

Sounds simple enough right?

No doubt you will have a tried and tested TNA or LNA process to help you understand where people need to get better – is it their questions? The way they sell the benefits? How they interact at a personal level with the customer? And many other reasons.

But what are we missing here?

What is the heart of the problem?

We need to be confident and comfortable to explore what the heart of the problem is…our TNA/LNA above, primarily focusses on the sales agents and almost puts blame at their door for the declining sales. We have learned it is important to look at the basic need through three lenses:

1. People. Is the basic need originating from people? Their knowledge, skills or attitudes?

2. Process. Do our current processes help or hinder sales? Where do we need to resolve or evolve?

3. Systems. Is it easy for customers to do business with us? Are our systems helping or hindering the acquisition of sales?

“Where do we need to resolve or evolve?”

Of course, the problem, could be to do with a multitude of things, crossing each of these three areas – which is why it’s even more important to look at them – if we put a people solution in place to fix a process problem, it won’t work!.

“if we put a people solution in place to fix a process problem, it won’t work!”

Already we are starting to look at more about the problem than before.

This is why we want to hear from you, don’t spend another second, solving problems until you have spoken to us.

In our many years of global experience, we have solved some of organisations biggest problems which has shaped our understanding and offering to you.

Solving problems is our biggest passion.

How is digital transformation altering financial services when it comes to CX?
On the latest episode of the Learning Noodle podcast, we learn all about how digital transformation is changing the way people interact with banks and
The Resilience Handbook
Today’s Learning Noodle Podcast is all about Resilience, but why should we care? Well resilience can manifest in various aspects of our lives and ca
How organisations can grow through change with CX transformation
This week’s episode of The Learning Noodle we are looking at how many organisations are evolving and going through periods of change. Either because
The Power of Digital Learning: What Do You Need To Consider for Success
In this episode of The Learning Noodle we are joined by our Head of Digital Adam Eckersley to chat about the power of digital learning along with how
How Technology and Engagement is Transforming Workplace Culture
Organisations of all sizes are facing competition in attracting and retaining talent. When you combine this with the changing demands of the work
The future of employee experience: People are our biggest investment
With organisations changing at fast pace whether that is hybrid working or more digitalisation, with increased expectations on personalised employee e
Malcolm Taylor - Senior People Development Manager
In this latest Learning Noodle podcast, our guest is Malcolm Taylor, who is the Senior People Development Manager from The Meteorological Office. Malc
Meet the brain to help improve your learning and memory
Imagine what you could achieve if you knew more about your brain? With neuroscientific interests in learning and memory on the increase, what better p
Measuring the impact of learning and development is difficult but possible
This week we will be focusing on the importance of Learning and Development and how to find evidence of its positive effects. Special guest Kevin M Ya
The importance of alignment and retention when in person.
The importance of bringing people together in person to collaborate, does it bring an energy that was lost during the pandemic? It provides the space
How has the learning and development world changed throughout and as a result of Covid 19?
In a world where face-to-face training was no longer an option, special guest Simon Newton, Learning & Development Leader at Autoglass and podcast hos
The impact of L&D on retention rates
With the growing issues around retention rates, special guest Jesse Burcham, Vice President of Training & Operations at PFSbrands and podcast host Ben
Global challenges and contact centre resilience
Ben Hurrell, Head of Learning Experiences & Leigh Hopwood, CEO of the Call Centre Management Association (CCMA) explore how rising living costs and vu
The pressure of the decision maker
How do great leaders know how to make the right decisions? Ben Hurrell, Head of Learning Experiences returns with Deborah Challinor, Expert in Lead
Breaking down obstacles to achieve DEI success
In this episode Senior Learning Experiences Consultant, Tim Gonulalan takes over as host and is joined by Diversity, Equity & Inclusion (DEI) Consulta
Using learning technology and data to track ROI
Learning technology such as knowledge retention platforms are increasingly being used to track and achieve positive ROI on learning experiences. Pe
The role of innovation in delivering "profitable relevance"
Innovation is an often talked about is skills and behvaiour... but what sits behind the mystery? Why is it important? Whose responsibility is it...
" tabindex="0">
Resilience Vs. Perseverance - Developing people to overcome adversity
Is resilience enough, or do we need to focus more on perseverance? We can just take the pain of a problem and work through it, but what can we do to
Leading a team of individuals – How to get the best out of people from different worlds
The world is increasingly celebrating the individual, whether it is respecting where someone is from, their identity, their preferences or even their
How does mental wellbeing impact performance?
Keith Gait, Leader at the Customer Experience Foundation brings his wealth of CX, leadership and personal experience to lead a powerful discussion on
How to boost your CMeX scores and stay on top
Water organisations have been challenged to keep up with changes in customer behaviour and increased expectations. But what are the best ways to manag
How does the future of learning intersect with CX?
Learning has to adapt to meet the needs of an organisation’s people, but at the same time there is an essential requirement to include the customer
The hidden leadership pandemic!
What did we forget when we were surviving? Leadership! To transform organisations from a surviving state, into one which is thriving – requires a sh
The role of learning in the future of work: Why reskilling is such a hot topic
With today's advances in technology, you have to adapt, change and learn new skills. It isn’t uncommon to change role every few years, and people wh
Is learning & development a cost or an investment?
We need to talk more about how learning can help boost NPS and bottom-line results. Learn how to make your learning & development budget a real in
What can learning & development professionals learn from the world of customer experience?
The CX world is constantly evolving, and the pace of change quickening. What parallels can we draw to internal customers and the world of learning and