In order to figure out a good solution, you have to have mastery over the problem. That takes a bunch of work.
> Understanding an issue is not the same as fixing it. A good explanation can make things worse. Once everyone agrees that the behaviour was reasonable, the urgency to change anything disappears.
This is a non-sequitor. We're not here to evaluate whether the behavior was reasonable, we're here to figure out how to avoid bad outcomes. If all the behavior was reasonable, then the problem lies somewhere else, and that's an important finding when crafting a proper solution.
The author is literally saying that asking why is the wrong question, and instead asking "What will we change?" is the right question. I get where this comes from, but you can't really answer what will change until you deeply understand why it happened.