What Great Problem Solvers Do Differently

Most people assume that what it takes to be a great problem solver is simply raw intelligence. However, while intelligence helps, it’s not the only important element. Research done in the 1990s at Bell Labs, one of the most innovative research institutions on the planet, showcases this principle clearly. They identified the most productive scientists in the labs, whom they called “Stars,” and looked at what differentiated them from other scientists. Through the course of this research, Robert Kelley and Janet Caplan revealed a fascinating fact about the most productive scientists. “As it develops, academic type success was not a good predictor of on job productivity nor was IQ discovered to be a factor.” It’s likely that IQ was determined to not be a factor because everyone employed by Bell Labs already had a baseline skill of raw intelligence. (Robert Kelley and Janet Caplan, “How Bell Labs Creates Star Performers,” Harvard Business Review, July–August 1993)

If intelligence alone isn’t enough, then what makes the difference? To answer the question of what great problem solvers do, my colleague Jack Zenger and I examined two datasets. One focused on individual contributors (6,000 people) and the other focused on managers and executives (76,000 people). Five skills emerged that enabled people to be great problem solvers. You will note that raw intelligence in not one of the skills; however, one should always assume that it is a base skill of these top problem solvers.

1. Deep technical expertise and experience. The best problem solvers either had deep expertise and experience themselves or access to others with that expertise and experience. Steve Jobs is a great example of someone who relied on the deep expertise of others. He had the vision and ideas, but lacked the deep technical expertise make his ideas come to life. In Apple’s early days it was Steve Wozniak who had the engineering skills to build the machines—but it was Jobs’ vision that pushed the boundaries of what could be done.

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A significant problem that gets in the way of intelligent individuals is their desire to be the only source of expertise and knowledge. Today’s problems are more complex, more difficult to solve, and often involve multiple disciplines. They require group expertise and knowledge. Being open to others’ expertise increases your ability to be a great problem solver.

2. Ability to innovate, challenge, change, and push boundaries. Problems get solved when we look at them from a different direction, challenge standard assumptions, and/or push boundaries. Our educational experiences often teach standard approaches and algorithms to solving problems—but new problems require new approaches. Often our first assumption is to follow a pattern that worked in the past. The best problem solvers look for innovative solutions, different approaches, and unique perspectives. Excellent innovators often apply approaches from other disciplines with surprising success.

3. Broad/strategic focus rather than narrow focus. We often assume the best person to solve a problem would be the expert with a laser focus in that particular area. While these people can be very helpful, our data suggests the best problem solvers have a broad focus, with an excellent understanding of organizational strategy and direction. Laser-focused experts can resolve problems but too often the solution is at odds with the strategic direction of the organization.

4. Drive / Push. Ninety-nine percent of problem solving is hard work. As an inventor, Edison made 1,000 unsuccessful attempts at inventing the light bulb. New drug therapies go through thousands of cycles to uncover a drug—clinical tries with thousands of animals and then people to prove safety—only to go back and try again. The best problem solvers drive hard, work hard, push hard, and then do it all again the next day.

5. Excellent interpersonal skills. We have this image of the great problem solver who isolates themselves from others; a loner who never talks to others but eventually comes up with a brilliant idea. This is almost never the case. The most productive scientists at Bell Labs were excellent at networking with others and had strong communication skills. Great solutions come from integrating your ideas with those of others to find a better solution. Excellent problem solvers build networks and know how to collaborate with other people and teams. They are skilled in bringing people together and sharing knowledge and information. A key skill for great problem solvers is that they are trusted by others. Those hermits that work along are never trusted and so information is never shared.

To be hero, solve a problem. Your ability to solve problems will greatly improve when you utilize these five skills. Keep in mind that problem solving is best done as a team sport, so you may have to share credit—but doing so will also raise others’ perception of your ability to problem solve as well.