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They are seen as having the answers to problems that arise on either side. Apart from having wonderful interpersonal skills to manage conflict and anger, they need to be able to solve problems systematically, one at a time, so that the issues do not keep resurfacing.

While every problem is different and requires its own solution, there are techniques that apply to solving any problem that can arise:

1. Don't try to do everything at once. Solve your problems one at a time, starting with the most important. Work your way down the list. You will probably find that only one or two of your problems are significant and that the rest just make the situation look worse than it really is.

2. Solve only problems that can be solved. People waste precious energy fretting over things they cannot control. Focus on things that can be done and your efforts will have an immediate effect.

3. Don't go looking for problems until you are quite sure you have none of your own to worry about. Some problems will require the intervention of others, usually senior management. Leave such concerns until you can focus your attention on them. Or let them go. Besides, solutions over which you have exclusive control are the easiest. Get them out of the way first.

4. Don't try to solve a problem in one fell swoop (unless it is small and trivial). Follow a process. This is how mathematicians solve their problems. Don't make hasty decisions that yield only temporary solutions.

5. Get your facts straight. The wrong solution is as bad as another problem, so be sure your answers don't make things worse. The best way to ensure you have the right solution is to be certain that you have the right problem.

6. Don't try to do everything yourself. There are lots of people in your company who have an interest in seeing the problems solved — and some of them are paid to solve them. Get these people on board. Look for people who have these characteristics:

   • An eye for detail. Sloppy people will create more problems.

   • The potential to come up with creative ideas. You want a fresh approach.

   • An ability to work well with others. People who clash with others engender as many problems as they solve — if they solve any.

7. Don't remake old mistakes. If old solutions worked, old problems wouldn't be popping up again. You need new ideas, so don't be afraid to try them. Moreover, if an idea is yours, you will get credit for it and may end up in a leadership role when it comes time to implement it.

8. Solicit the perspectives of new employees. They will not be blinded by the habits of people who have been around a long time. They may have a solution that has been staring you in the face all the while.

9. Understand the problem. You can't solve it until you know exactly what it is. This means making sure that you

   • address the cause, not the symptom

   • look at every possible cause

   • tailor your solution to the well-defined cause

   • look for fresh approaches

10. Have a carefully planned strategy. Leave nothing to chance. Put your solution into practice. Follow your plan.

Stand back and watch. And when your solution is successful, celebrate!