You can’t see the picture when you are in the frame. (Ask Billy Beane, or Michael Jordan, the player, and Phil Jackson, the coach.)
Whenever I get frustrated I use a model, “symptom, source, solution.” (Models can be so helpful).
Ever play Whac-a-Mole? Every time you knock one down, another mole pops up. To stop that from happening, you must address the source. In the case of the game, one solution is to unplug the machine and no more moles pop up!
The idea here is that if you really understand what the real source, the root cause, of your challenge is, the resolution becomes clearer.
Behind every behavior is a feeling and behind every feeling is a need and when you get to the need you get to the root cause and more effective solutions.
The Model in Action
- Symptom: a top agent is missing sales meetings.
- Source: ask, don’t assume. Maybe they’re overwhelmed, maybe they feel unseen, maybe they’re being recruited.
- Solution: fix the need, not the behavior. An overwhelmed agent needs help with systems. An unseen agent needs recognition.
For Leaders
When the same problem keeps coming back, you’re treating a symptom. Ask “why” until you hit a need. That’s where the real fix is.
Always a DM away.
Want help applying this in your brokerage? Book a 30-minute conversation with Mark at calendly.com/mjsession.
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