Starting from a problem is starting from a negative situation, or at least a situation that is perceived as negative.

Starting from facts has the advantage that the discussion is more neutral from the start. Facts enable you to assess the actual impact and to determine the parties involved, the factors that have an influence, the existing trends, the best practices that are available etc. This way you can convert problems into challenges and opportunities.

Also do not focus on one specific problem. Work with a broad scope and ambition. This will enable you to find solutions that can be used for a wide range of other and/or future problems instead of short-time solutions that will already be outdated in the near future.

For instance, if you receive a complaint about illegal dumping of waste in street X, there are two ways to respond:

• You handle the complaint on an ad hoc basis: you patrol the area to catch the offenders red-handed, or you buy more waste containers, which you install in street X
• You study the broader context of the problem. What is the reason for the illegal dumping, who are the offenders and why does it happen there? Are you aware of similar complaints elsewhere? Is it a trend?
  With the partners, you map the challenge and develop a long-term solution for the town or region.