The measure of success is not whether you can evade tough problems, but how you deal with those problems and whether you can keep them from recurring.
判斷成功與否的標準并在于你能否逃避困難，而在于你如何處理以及防止事情再次發生的能力。
As you gather experience as a leader, over time you acquire a tool kit of techniques and strategies that serve you well. Then when a conflict hits and you’re under the wire, you don’t have to reinvent the wheel but can instead turn to something tried-and-true.
當你積累了一定的領導經驗，久而久之你就獲得了一個助你成功的技能與策略“工具箱”。然后每當遇到突發情況，而你又處于最后限期時，你就不必白費力氣做重復的工作了，相反，你可以化腐朽為神奇。
One of the techniques you may find yourself turning to often is problem solving--so much so that developing a reliable method of problem solving is critically important. Details and personalities can vary widely from one situation to another, so the most effective problem solvers rely on a mental model to help them come up with the best solutions.
在這些技能里，你會發現你最常使用的便是解決難題的能力，以此開發一個可靠的解決方案是多么的至關重要。細枝末節與個人情感會因應情況而不同，所以最佳的問題解決方法則需要依靠一個幫助人們找出最佳解決方案的心理模式。
Try this simple six-step model the next time a problem crops up. As you work with the model, you may find ways to tailor it to your situation and way of thinking. That’s fine, of course. The more you refine it, the better it will work.
當再次遇到問題的時候，嘗試下面簡單的6步模式吧。當你使用這種模式后，你就能找到把它運用到實際情況和思維方式的方式。那很好呀，你越不斷完善，它的效果就越明顯。
Step 1: Understand the problem.
步驟1：了解問題的內涵。
Most people start out just looking for a solution. Any solution. But it’s best at the beginning to make sure you have a solid grip on the relevant facts and issues. Gather all available information; think about the situation from all perspectives. Make a list of those involved, along with their needs and expectations.
很多人一開始就急于尋找解決方案，任何的解決方法。然而最佳的起步點在于確保你對相關的情況和問題有充分的理解。收集所有可獲得的信息，再從各個角度思考這個情況。把相關的問題，以及問題需求和預期都一一羅列出來。
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Step 2: Define the problem.
步驟2：明確問題的性質
Ask yourself the same "Five Ws and an H" that journalists use:
像記者的提問方式一樣，提問自己下面這些問題：
Who is involved?
這件事情參與者有誰?
What happened?
發生了什么事情?
When did it happen?
這件事情發生在什么時候?
Where did it happen?
這件事情發生在哪里?
Why did it happen?
發生這件事情的原因是什么?
How did it happen?
事情是如何發生的?
Once you have the information, make notes. Document your sources, and mark any discrepancies in their versions of the story.
當你掌握了這些信息，請記得把它們記下來。然后把它們寫進文檔，記錄這些信息不同版本的差異。
Step 3: Know your role.
步驟3：清楚自己的角色。
Reflect on the information in light of your own standards and values. Is there really a conflict, or is it just a bunch of noise? Does something need to be resolved? Do you have to get involved? Can you leave this up to the parties involved? Think clearly about whether and how you wish to take a stand on the issue.
從自己的標準與價值觀出發，反思這些信息。是否真的產生了沖突，還是只是一場混亂?是否有事情需要解決?你是不是也要參與到其中?你能置身事外嗎?認真想一想你是否需要參與這件事情，以及你自己是如何看待這件事情的。
