While you certainly want to help solve the problem, you feel caught off guard. You can tell they’re frustrated, upset, and expect solutions from you immediately. Maybe you don’t know enough about the problem to comment about it intelligently. Perhaps you can’t think fast enough in impromptu situations like this. Maybe you really just need more time to investigate the challenge.

In situations like this, the last thing you want to do is go off on a tangent because that will only further frustrate the other person. What you need is a simple, solutions-oriented process that proactively addresses tough problems.  A process that helps you organize your thoughts when you’re speaking on the fly.

The following four-step process will enable you to respond to impromptu problems in a way that’s focused, concise, solutions-oriented, and proactive rather than reactive.

Step One: After the other person stops talking, make sure the first sentence out of your mouth is a listener benefit statement. That means you should reiterate what the person wants to accomplish. Keep your tone and phrasing as positive as possible. For example: “Okay, I understand that you want to lead the new marketing initiative.”    

Step Two: Restate what you hear the problem or challenge to be. This enables you to validate their pain. Continuing our example, your next sentence would be: “John got that lead role instead of you, and you don’t understand why.”

Step Three: Respond to the person by providing solutions, not excuses. So in this case instead of blaming the corporate bureaucracy or seniority issues, offer a solution, such as: “In order for you to get assigned a lead role, we need to work on your communication and delegation skills.”

Step Four: State specific action steps as to who is going to do what and when. For example: “Let’s see what training options we can arrange that will help you develop these skills. Get me a list of applicable training programs by tomorrow at 4 p.m. and we’ll review them together to decide which ones would benefit you the most.”

Now you’ve diffused the situation, reduced the other person’s frustration, and offered some sort of real solution in five minutes or less. You did all this without stammering, without babbling, and without adding undo stress to yourself. Essentially, you turned a situation that could have resulted in a lengthy and drawn-out conversation into one that lasted only a few moments, left the other person feeling good and provided the answers he or she wanted.

By following this process, the next time someone walks into your office with a problem that needs solved now, you can quickly and easily offer real solutions that are proactive, focused, and a win-win for all.