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.
判断成功与否的标准并在于你能否逃避困难，而在于你如何处理以及防止事情再次发生的能力。
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.
当你积累了一定的领导经验，久而久之你就获得了一个助你成功的技能与策略“工具箱”。然后每当遇到突发情况，而你又处于最后限期时，你就不必白费力气做重复的工作了，相反，你可以化腐朽为神奇。
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.
在这些技能里，你会发现你最常使用的便是解决难题的能力，以此开发一个可靠的解决方案是多么的至关重要。细枝末节与个人情感会因应情况而不同，所以最佳的问题解决方法则需要依靠一个帮助人们找出最佳解决方案的心理模式。
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.
当再次遇到问题的时候，尝试下面简单的6步模式吧。当你使用这种模式后，你就能找到把它运用到实际情况和思维方式的方式。那很好呀，你越不断完善，它的效果就越明显。
Step 1: Understand the problem.
步骤1：了解问题的内涵。
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.
很多人一开始就急于寻找解决方案，任何的解决方法。然而最佳的起步点在于确保你对相关的情况和问题有充分的理解。收集所有可获得的信息，再从各个角度思考这个情况。把相关的问题，以及问题需求和预期都一一罗列出来。
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Step 2: Define the problem.
步骤2：明确问题的性质
Ask yourself the same "Five Ws and an H" that journalists use:
像记者的提问方式一样，提问自己下面这些问题：
Who is involved?
这件事情参与者有谁?
What happened?
发生了什么事情?
When did it happen?
这件事情发生在什么时候?
Where did it happen?
这件事情发生在哪里?
Why did it happen?
发生这件事情的原因是什么?
How did it happen?
事情是如何发生的?
Once you have the information, make notes. Document your sources, and mark any discrepancies in their versions of the story.
当你掌握了这些信息，请记得把它们记下来。然后把它们写进文档，记录这些信息不同版本的差异。
Step 3: Know your role.
步骤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.
从自己的标准与价值观出发，反思这些信息。是否真的产生了冲突，还是只是一场混乱?是否有事情需要解决?你是不是也要参与到其中?你能置身事外吗?认真想一想你是否需要参与这件事情，以及你自己是如何看待这件事情的。
