The Problem Before the Problem
Photo: Kurt:S via Wikimedia Commons · CC BY 2.0 P roblems rarely begin where we first notice them. A misunderstanding may begin with what people do or do not share as common ground; a decision, with how the options are framed; a breakdown in trust, with what earlier interactions taught someone to expect. I don't believe every problem has one neat root cause, and I'm oftentimes interested in knowing what happened before the visible endpoint: what was communicated, what was assumed, what choices seemed available, and which relationship or earlier decision changed what came next. The point where a problem becomes visible is not necessarily the point where it began. What happened before that? A misunderstanding is a simple example. Correcting the final piece of information may be enough to move on. But experiments on common ground found that shared knowledge and assumptions affect how questions are formed and unde...