SPEAK TO THE PROBLEMS 1.1: Key Skill

(SHORT NOTES FROM PROBLEM SOLVING SKILLS:

Problem Solving Skills at http://www.mindtools.com)

 

Problems are only opportunities in work clothes.

Henry Kaiser

(American industrialist)

Problem solving is a key skill that can make a huge difference to your career.  Problems are at the center of what many people do every day.  We are either solving a problem, supporting those who are solving problems, or discovering new problems to solve.

The problems faced can be large or small, simple or complex, and easy or difficult to solve.  Regardless of the nature of the problems, the fundamental part of every manager's role is finding ways to solve them.  So, being a confident problem solver is really important to your success.

FOUR BASIC STEPS IN PROBLEM SOLVING

Defining the problem

Generating alternatives

Evaluating and selecting alternatives

Implementing solutions

1. Defining the Problem

·         Deal with the real problem – not its symptoms

·         Tools:

o   5 Whys

o   Appreciation

o   Root Cause

·         look at the issue from a variety of perspectives

·         The CATWOE  checklist provides a powerful reminder to look at many elements that may contribute to the problem, and to expand thinking around it.

2. Understanding Complexity

o   When problem is simple, the solution is usually obvious

o   when taking a more formal approach, the problem is likely to be complex and difficult to understand, because there's a web of interrelated issues

o   tools:

o   Affinity Diagrams

o   Cause-and-Effect Diagram

o   Flow Chart

o   Swim Lane Diagram

o   Systems Diagram

o   Drill Down

3. Problem-Solving Processes

o   provide detailed steps that you can use to solve a problem effectively

o   tools:

o   Simplex

§  involves an eight-stage process:

·         problem finding

·         fact finding

·         defining the problem

·         idea finding

·         selecting and evaluating

·         planning

·         selling the idea

·         acting

o   Appreciative Inquiry

o   Soft Systems Methodology (SSM)

§  uses four stages to help uncover more details about what's creating the problem, and then define actions that will improve the situation.