A simple example demonstrates this perfectly.

Imagine the office photocopier has stopped working.

An employee comes into your office and says:

“The photocopier isn’t working.”

At that moment, where are they on the Initiative Ladder?

Level 1 – Wait Until Told

The employee has identified a problem but is waiting for instructions.

Your response might be:

“Call the engineer.”

The issue is resolved, but you’ve done all the thinking.

Level 2 – Ask What to Do

The employee says:

“The photocopier isn’t working. What would you like me to do?”

This is slightly better because they’re asking for direction, but you’re still making the decision.

Level 3 – Recommend a Solution

Now imagine the employee says:

“The photocopier isn’t working. I’ve checked the paper tray and restarted it, but it’s still not working. I recommend we call the engineer.”

This is a completely different conversation.

They’ve identified the issue, considered possible solutions and presented a recommendation.

All you have to say is:

“Sounds good – please go ahead.”

Level 4 – Act and Report

The employee says:

“The photocopier wasn’t working. I checked the basics and called the engineer. They’ll be here this afternoon.”

The problem has already been dealt with and you’re simply being kept informed.

Level 5 – Act Independently

At the highest level, the employee arranges the repair and perhaps even implements a temporary workaround, such as redirecting printing to another machine, and then mentions it during your next catch-up meeting.

No interruption. No bottleneck. No delay.

So Why Does This Matter?

Because the photocopier is rarely about the photocopier.

It’s about every decision in your business.

A client query.
A supplier issue.
A payroll problem.
An unhappy customer.

If your team bring every issue to you at Levels 1 or 2, you quickly become the person who solves everything.
The result?

• Your day is filled with interruptions.
• Decisions are delayed.
• Staff don’t build confidence.
• The business becomes dependent on you.

Encourage Solutions, Not Problems

One of the most powerful questions a business owner can ask is:

“What do you recommend?”

At first, your team may find it uncomfortable. They may even say:

“I don’t know.”

That’s okay.

Over time, people begin to think differently. They start analysing situations, considering options and taking ownership.

Eventually, many of the problems that once landed on your desk are resolved without you ever needing to become involved.