The SCORE Model
Quite often one of the issues, when trying to sort out problems or understand exactly what’s going on through coaching, is that we constantly ‘solutionise’ – i.e. we think we know the answer and so we come up with a remedy based on that perceived issue. However, if we have jumped to conclusions we may then end up coaching on completely the wrong thing.
Diagnosing a root cause is exactly what doctors do every day! They ideally ask enough questions to reach the right conclusion rather than making assumptions.
Pitfalls of Solutionising and Problem-solving
When we solutionise and problem solve, we think the problem is fixed, but it rears its head again very quickly because we did not get to the root! Equally we might tell a team member to focus more, make less errors, stop chatting, be on time etc. – the root cause here is to do with motivation, boredom etc. – the manager is just addressing what they see i.e. the symptom – and not the root cause. The problem or behaviour might temporarily cease but without doubt it will reappear because the root cause has not been addressed.
Keeping an open mind, recognising the assumptions you are making, ensuring you constantly ask questions to get more detail about what has just been said, rather than jumping to conclusions is critical.
Introducing SCORE, a root cause analysis tool
The symptom is just the starting point and we should never try to fix the symptoms – the symptom is just what you are seeing. It is the Cause of the symptom which we need to uncover. This is easier said than done, so to help you we have a framework called SCORE.
SCORE is used to uncover underlying issues in order to get to the root cause of a problem(s) and develop a lasting solution(s). The SCORE tool can be especially useful when preparing for a potentially difficult one-to-one discussion because it provides structure for the manager to lead the conversation purposefully which helps ensure they apply their rapport, questioning and listening skills appropriately.
Want to learn more about the SCORE Model?
Click on the video below:
