Administrators—whether C-suite executives such as CEOs, COOs, CIOs, and CFOs; leaders in K-12 or higher education; or nonprofit chairpersons, presidents, and vice presidents—often face complex challenges that require swift, effective, and long-lasting solutions. Successfully addressing these challenges can be broken down into three essential phases: Listening, Evaluation, and Implementation. These steps are particularly crucial for those handling moderate- to high-level issues, where the decisions made can have significant impacts on the organization.

Listening, Evaluation, and Implementation each represent a stage in the process of problem-solving and decision-making. Listening involves gathering information, perceiving the concerns of stakeholders and identifying the root causes of an issue [1]. Evaluation requires analyzing the data, weighing different options, and considering both short- and long-term consequences [2]. Implementation is the act of carrying out the chosen solution, ensuring it is communicated effectively, and monitoring progress to make adjustments when necessary [3][4]. Together, these phases form a practical framework that can guide administrators toward effective and sustainable leadership decisions.

Listening (or are we pretending?)

The first step in the problem-solving process is listening. This phase involves understanding the problem in depth, gathering input from relevant stakeholders, and identifying the root causes. Listening is not just about hearing words—it requires administrators to perceive the emotions, concerns, and motivations behind them. Leaders must “seek first to understand, then to be understood” [1].

For instance, if an administrator is managing a conflict between team members, merely addressing surface-level disagreements may not resolve the underlying tension. By actively listening, the administrator can uncover deeper issues such as misunderstandings, unmet expectations, or personal grievances, which are crucial for developing a sustainable solution.

At the same time, administrators should recognize that speculation, assumptions, and gossip without knowing the full picture can damage an institution. Transparency and open communication are vital. Sincerity and authenticity also matter—leaders must show genuine concern, ensuring people never feel their issues are being brushed aside. In the listening phase, administrators should remain cautious to prevent misunderstandings during conversations. At times—whether intentional or not—people may extract specific words or phrases, strip them of their original context, and circulate them in ways that distort the intended message. Such misrepresentation can damage not only an individual’s career and reputation but also the credibility of the entire organization.

To guard against this, leaders must communicate with precision and foresight, choosing their words carefully and avoiding statements that could be easily misconstrued.

Evaluation (remember, there could be more than one correct answer or solution!)

Following the listening phase, the next step is Evaluation, which requires a careful analysis of the information gathered. The administrator must weigh different perspectives, explore various solutions and anticipate the potential outcomes of each option. This aligns with the design stage of decision-making [2]. Leaders must avoid quick fixes that merely provide temporary relief but fail to address the root causes.

For example, if the problem is low employee morale, offering a one-time bonus might provide temporary relief but would not address underlying causes such as a lack of career development opportunities, belonging issues, or poor work-life balance. During evaluation, administrators should also be open to different theories and approaches, recognizing that human-related issues often involve multiple viewpoints. The goal is to identify the most effective strategy that aligns with the organization’s goals and values.

Trust and credibility are essential in this stage. These are not built overnight but develop gradually, much like establishing financial credit. Past sincerity and close relationships form the foundation for successful persuasion when making difficult decisions. Empathy—thinking from the perspective of stakeholders—is also key to understanding their concerns and preventing misunderstandings.

Implementation (how is your level of sincerity and commitment to follow the plan?)

The final step is implementation, which involves putting the chosen solution into action through a well-structured plan. Change is often met with resistance, making leadership communication critical. This reflects the importance of creating momentum through clear communication and urgency [3], as well as solidifying change for long-term success [4].

Implementation should also include mechanisms for monitoring progress and making necessary adjustments. No plan is perfect, and flexibility is essential to addressing unforeseen obstacles. For example, if an administrator introduces a new workflow to improve efficiency, they should monitor its impact on productivity and employee satisfaction, making modifications if the system does not yield the expected results. In practice, implementation also means managing diverse personalities and talents.

Administrators often work with highly capable individuals who have distinct characters. Balancing team chemistry and channeling energy toward progress is the leader’s responsibility. Those who consistently undermine teamwork must be addressed, while talented individuals should be entrusted with new responsibilities. Delegation requires both courage and encouragement: leaders must give capable people the chance to take on new tasks, allow room for mistakes, and support their growth. Effective delegation thus becomes not only a tool for efficiency but also for building confidence and resilience across the team.

An administrator should realize that there may be wide gray areas of solutions in many cases, and depending on the path chosen, it is important to remain consistent, closely follow up on progress based on the issue’s severity, and be ready to make adjustments if needed. Once a decision is made—even if it may not seem the best at that moment—it is often wiser to stick with it rather than constantly changing course.

A contemporary example: A CEO confronting personnel issues

At a mid-sized technology company, the CEO noticed that team productivity was declining, even though the company was growing and resources were sufficient. Exit interviews revealed that high-performing employees were leaving because of toxic behavior from a few long-serving staff members who held informal influence within the organization. Their negative attitudes were undermining morale and discouraging new hires from fully integrating into the company culture.

Rather than taking immediate punitive action, the CEO began with a listening phase. He held confidential conversations with both departing employees and current staff to understand the situation more deeply. This revealed that the problem extended beyond individual personalities: employees felt that poor behavior was tolerated without accountability, creating resentment across the workforce.

After gathering information, the CEO evaluated the root cause. He realized the issue was not only about a few problematic individuals but also about a culture that lacked clear behavioral standards and consistent enforcement. Simply firing the employees might have offered a short-term remedy but would not address the deeper cultural problem. He considered several options and concluded that change required both accountability and a renewed culture of respect. The implementation phase involved rolling out a “Respect and Responsibility” workplace policy, reinforced through workshops and company-wide communication. The problematic employees were given coaching and an opportunity to adjust, but continued toxic behavior was no longer tolerated. Within six months, surveys showed improved morale, reduced turnover, and higher productivity.

This example illustrates how a leader who listens carefully, evaluates wisely, and implements decisively can transform a toxic environment into one of accountability and renewed trust.

Prophetic leadership and the Ji‘ranah incident: A timeless model for conflict resolution

Contemporary leaders must beware of interim measures that seem convenient but fail to resolve deeper problems. When we look back at world history, prophetic approaches stand in a category of their own. Prophets embodied the highest standard of leadership, guided directly by God, and exemplified wisdom that humanity can only aspire to reach. The Ji‘ranah incident provides a vivid case study of this truth. More than fourteen centuries ago, the Prophet Muhammad (peace be upon him) resolved a highly complex conflict with remarkable speed, empathy, and foresight. His solution was not only effective in the moment but has continued to inspire reflection on leadership and human relations into our modern era.

Following the conquest of Mecca, the Prophet and the Muslim army faced the tribes of Hawazin and Thaqif at the Battle of Hunayn in 630 CE. The Muslims achieved a decisive victory, capturing a vast amount of booty. According to Arab custom, the spoils were to be distributed among the participants, and the Prophet personally oversaw this sensitive process. In a carefully calculated move, he allocated a significant share of the spoils to newly converted Meccan leaders—Quraysh nobles and other influential figures. His goal was not favoritism but diplomacy: strengthening new believers, securing their allegiance, and maintaining peace among influential recent converts. While strategically wise, this distribution stirred unease among the Ansar, the residents of Medina who had supported him from the very beginning and fought bravely at Hunayn. Some murmured among themselves: “The Messenger has found his people again and forgotten us.”

Listening before acting

When Sa’d b. Ubada, the leader of the Ansar, conveyed their feelings to the Prophet, the Prophet asked him directly for his own opinion. Sa’d replied with humility: “I am but one of my people.” In other words, he stood in solidarity with his community rather than elevating his personal view.

The Prophet recognized that the Ansar’s frustration was not about material wealth but about belonging, loyalty, and appreciation. He responded not with dismissal but with deep empathy.

A speech that healed hearts

The Prophet gathered the Ansar privately, ensuring no one was left behind and that no Muslims who had migrated from Mecca were present. He delivered a heartfelt address, reminding them of how God had guided, enriched, and united them through his mission. Then he reframed the entire situation, shifting their perspective from worldly gain to spiritual honor:

“While others take worldly possessions, would you not be pleased to take the Messenger of God as your share? Verily, if all people went one way and the Ansar went the other, I would go with the Ansar. O God, have mercy on the Ansar, their children, and their descendants.”

Tears filled the eyes of the Ansar, and they responded unanimously: “We are pleased with the Messenger of God as our portion and our fortune.” In that moment, a potential rift was transformed into deeper unity, gratitude, and trust.

Lessons for today

The Ji‘ranah incident remains a timeless model of conflict resolution. By listening attentively, affirming dignity, and reframing the issue in higher moral terms, the Prophet turned disappointment into renewed commitment. His approach shows that true leadership is not merely about distributing resources but about addressing the human need for recognition, belonging, and purpose.

For today’s leaders, the lesson is clear: empathy and wisdom are not soft skills—they are the foundations of lasting unity.

Conclusion

Effective problem-solving for administrators follows a structured approach beginning with active listening, progressing to careful evaluation, and concluding with strategic implementation. The CEO’s handling of workplace toxicity and the Prophet’s resolution of

the Ji‘ranah incident both highlight how these three steps, when practiced with sincerity and wisdom, can transform potential crises into opportunities for strengthening relationships.

By mastering these steps, leaders can effectively address complex challenges, leading to more sustainable outcomes for their organizations. Responsible administrators should remain patient, yet mindful that unnecessary delays may create additional strain and inefficiencies. Understanding and applying these principles will enhance their problem-solving capabilities, ensuring a more effective and adaptable leadership approach.

References

• Covey, S. R. (1989). The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change. Free Press.
• Simon, H. A. (1977). The New Science of Management Decision. Prentice Hall.
• Kotter, J. P. (1996). Leading Change. Harvard Business Review Press.
• Lewin, K. (1947). “Frontiers in group dynamics: Concept, method and reality in social science; social equilibria and social change.” Human Relations, 1(5), 5–41.
• Ibn Hisham, As-Sirah an-Nabawiyyah.
• Al-Bukhari, Sahih al-Bukhari. Book 64, Hadith 359–366
• Muslim ibn al-Hajjaj, Sahih Muslim.
• Ahmad ibn Hanbal, Musnad Ahmad.