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Problem Solving For Supervisors
© BLR®—Business & Legal Resources 1408
Session Objectives
Understand the important role problem-solving plays in your job
Identify the basic steps in the problem-solving process
Apply a variety of effective techniques to solve workplace problems
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Prequiz:True or False?
Effective supervisors don’t experience workplace problems.
It’s not a good idea to involve employees in problem-solving.
You should solve problems in the order they arise.
Most problems are solved by trial and error.
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Problem—n. an obstacle to achieving goals; a question raised for inquiry, consideration, or solution.
Got Problems?Got Problems?Got Problems?Got Problems?
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Find a Solution!
The biggest problem in the world could have been solved when it was small.
—Lao Tzu The Way of Life
“
”
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Get Help• Ask
• Tap
• Build
• Delegate
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The Impact of Input
NEW IDEAS
POSSIBILITIESSOLUTIONS
ASSOCIATIONS
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Step 1: Identify the Problem• Observe• Define• Stick to facts• Ask questions
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Can live with consequences
Can’t live with consequences
UnusualSignificant Not urgentMinorRoutine
Step 2:Step 2: Prioritize Prioritize
TOP PRIORITY
2NDPRIORITY
Urgent
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What you need to know:
• Details
• Advice
• Causes
• Extent
• Multiple or related problems
Step 3: Gather Information
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Step 4: Generate Possible Solutions
Brainstorming—n. a group problem-solving technique that involves the spontaneous contribution of ideas from all members of the group
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Congratulations! You’ve got a
Step 5: Select an Option
CALCULATE CHOOSE TEST
MONITOR IMPLEMENT
DOCUMENT
PRESENT
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EvaluateListenAssessVerify
Step 6: Follow Up and Encourage Feedback
Anticipate
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Problem-Solving ProcessDo you understand:
• Importance of problem-solving?
• Where to look for help?
• Steps in the problem-solving process?
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Can You Solve This Problem?
Connect the dots usingfour continuous lines
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How About This Problem?
Connect the dots usingonly three continuous lines
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Question #1 Answer #1
Question #2 Answer #2
Question #3 Answer #3
Question #4 Answer #4
Question #5 Answer #5
Ask Why 5 Times
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Problem Reversal• Flip the question
• Opposite thinking
• Start with a solution
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Visual Approaches
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More Helpful Techniques1. Analogy2. Reframe3. Break down4. Simplest
solution5. Sleep on it6. Take a walk
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FEAR OF MISTAKES
ASSUMPTIONS
Roadblocks to Successful Problem-Solving
RUSHING
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Roadblocks to Successful Problem-Solving (cont.)
GIVING UPDENIALLACK OF
CONFIDENCE
BEING TOO
LOGICAL
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Solving Recurring Problems
What’s the real problem?
How often does it occur?
When does it occur?
How bad is it?
Use this template to solve recurring problems
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Solving Recurring Problems (cont.)
Where does it occur?
Who is involved?
What information have you got?
What additional/alternative steps must you take?
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Review
Focus attention and observe with an open mind
Identify the real problem
eXamine the details
Invent a solution
Test your solution
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PROBLEM: How would you get the pear in the bottle?
Put the Pear in the Bottle
?
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SOLUTION: Grow the pear in the bottle!
Put the Pear in the Bottle (cont.)
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Problem-Solving TechniquesDo you understand:
• Problem-solving techniques?
• Roadblocks to successful problem-solving?
• How to solve recurring problems?
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Key Points to Remember
Problem-solving is an important part of your job.
Your problem-solving skills have an impact on your career.
Take advantage of input from others.
You can solve any problem.