English Learning Guide

Competency 1
Unit 4: Problem
Solving Workshop 1
Centro de Servicios Financieros-

Name: KATHERIN PEREZ Cohort: Date:

Training program: TECNÓLOGO EN GESTION ADMINISTRATIVA Instructor:

PROBLEM SOLVING
DEFINITION/IDENTIFICATION OF ROOTS-CAUSES/ROLES AND RESPONSIBILITIES

This workshop attempts to help you improve your knowledge about problem solving and
some general skills a good problem solver has.

Objective: From the development of these activities, you will be able to understand what a
problem is and generate strategies to solve workplace problems.
1. Work in groups and discuss the following questions:

- In your opinion, what is a problem?

A problem is generally considered to be a task, a situation, or person which is difficult to deal
with or control due to complexity and intransparency. In everyday language, a problem is a
question proposed for solution, a matter stated for examination or proof. In each case, a
problem is considered to be a matter which is difficult to solve or settle, a doubtful case, or a
complex task involving doubt and uncertainty.

- How do you describe a problem?

There have been a few constants I have learned and used again and again successfully. Allow
me to share three of them:
• First. Less is more. It really is. Reduce, consolidate, net it out. When you simplify,
you will be far better received by your audiences.
• Second. Information is not power. Access to it is. Make sure the right information is
at your fingertips at the moment you need it.
• Third. Use a reliable methodology to simply and accurately define, analyze and
solve problems.

- Why do you think people have “problems”?

Their brain reacts instinctively to things they sense in their environment and from within.
Automatically, they respond in ways that have been proven by natural selection to enhance
survival of their species. Maladaptive reactions are rewarded by extinction. Another way that
our mind/brain can mislead us is failure to learn. If we are not exposed to healthy models,
especially when the situation is evaluated as dangerous, further learning may be blocked, and
we may continue to rely on primitive defenses. The tendency to paranoid thinking is an
example. At an early stage of psychological development, say around age two, the mind lacks
the ability to distinguish whether a feeling comes from outside or inside.

- What kind of problems do you think exist in a company?

• Maintaining quality customer relationships.
English Learning Guide
Competency 1
Unit 4: Problem
Solving Workshop 1
Centro de Servicios Financieros-

• Meeting customer needs.

• Preserving a good reputation.
• Retaining employees.
• Finding an effective brand.
• Marketing in a saturated marketplace.

2. Individual work:
-Answer the quiz: How Good Are You at Solving Problems? Visit the following web
site https://www.mindtools.com/pages/article/newTMC_72.htm
-Take a screenshot of your results.
English Learning Guide
Competency 1
Unit 4: Problem
Solving Workshop 1
Centro de Servicios Financieros-

-Read the score interpretation

3. Skills practice: Do the following activities to practice the learnt vocabulary and English
structures.

3.1. Listening Practice: the 5 why’s technique

To solve problems, it is very important to think and reflect about some definitions, the following concepts
help you to have a better understanding of the topic.

Look for the definition of the following words:

Problem:
Root:
Role: GC-F -005 V. 01
 Your instructor will introduce to you a short video1,
https://www.youtube.com/watch?v=SrlYkx41wEE watch it and answer the questions below:
● Do you know what is a strategy?
● Mention strategies you know to solve problems.
● What is the main objective of the 5 whys technique?
● What steps do you have to follow to do a 5 why’s analysis?
● Did you use this technique before?
● Do you consider this is appropriate for all situations?

Prepare a 5 why’s analysis to a problem from your model company. Discuss the
problem, use the 5 whys techniques, make notes, identify the root of the problem and set some
main ideas such as: responsibilities and roles and some alternatives to solve the problem.

3.2. Reading Practice: Reading about problem solving skills

Before reading the text, make a list of five skills you consider you have as a person.

1. Active listening.
2. Analysis.
3. Research.
4. Creativity.
5. Communication.
6. Dependability.
7. Decision making.
8. Team-building.

Look for the definition and translation of the words and expressions in bold, for a better
understanding of the text.

The skills of problem solving2

Problem solving requires two distinct types of mental skill, analytical and creative.

Analytical or logical thinking includes skills such as ordering, comparing, contrasting, evaluating
and selecting. It provides a logical framework for problem solving and helps to select the best
alternative from those available by narrowing down the range of possibilities (a convergent
process)… Analytical thinking often predominates in solving closed problems, where the many
possible causes have to be identified and analyzed to find the real cause.

Creative thinking is a divergent process, using the imagination to create a large range of ideas for
solutions. It requires us to look beyond the obvious, creating ideas which may, at first, seem

1
Taken from https://www.youtube.com/watch?v=SrlYkx41wEE used by SENA for academic purposes, exclusively.
2
Text adapted from https://www.itseducation.asia/article/the-skills-of-problem-solving used by SENA for
pedagogical purpose, exclusively.
Unrealistic or have no logical connection with the problem. There is a large element of creative
thinking in solving open problems.

The creative thinking skills can be divided into several key elements:

● fluency - producing many ideas

● Flexibility - producing a broad range of ideas.
● originality - producing uncommon ideas
● Elaboration - developing ideas.

Effective problem solving requires a controlled mixture of analytical and creative thinking.

Research has shown that, in general terms, each side or hemisphere of the brain is specialized to
serve one of these groups of skills. The degree of specialization of each hemisphere varies from
person to person, but it has given rise to the terms right-brain thinking and left-brain thinking.
Left- brain thinking is more logical and analytical and is predominantly verbal. Right-brain thinking
is more holistic and is concerned with feelings and impressionistic relationships.

To be a good problem solver you need to be able to switch from one group of skills to the other
and back again, although this is not always easy. Traditional education gives far greater
encouragement to the development and use of left-brain thinking. This is reinforced in the way we
are required to work, where emphasis is placed on rational, logical analysis of data in drawing
conclusions.

Some other terms which are often used in discussions of creativity include:

Intuition - the ability to draw conclusions based on impressions and feelings rather than hard
facts. It is a characteristic of right-brain thinking and some people rely on it more than others.

Incubation - the period between stopping conscious work on a problem and the time when we
become aware of a solution or part solution. People struggling with problems often suddenly
become aware of a solution after a period of incubation, during which the mind is occupied by
other things.

Invention - the creation of new, meaningful ideas or concepts.

Innovation - putting new ideas or concepts to a practical use, as in the development of a new
product or service.

GC-F -005 V. 01

GC-F -005 V. 01
English Learning Guide
Competency 1
Unit 4: Problem
Solving Workshop 1
Centro de Servicios Financieros-
According to the text complete the following chart, classifying the words that correspond
Concept Analytical thinking
Definition Must be able to identify and
define problems, extract key
information from data and
develop workable solutions.
Characteristics  Analytical skills are soft
skills that help you identify
and solve complex
problems.
 Some popular analytical
skills include critical
thinking, data analysis,
research and
communication.
 Demonstrating analytical
skills on your resume and
interviews can help you be
a competitive job
candidate.
Skills 1. Critical thinking
2. Data and information analysis
3. Research
4. Communication
5. Problem-solving
Brain hemisphere The left hemisphere controls
analytical thinking, in addition,
it works together with other
regions of the brain such as the
cerebellum for this process.
Read the text again and answer the following questions, share your answers with the class.
What is the difference between closed and open problems?
Essentially, those that have a unique solution are considered closed. The problems open on the other
hand are those that have several possible answers (and can also be resolved by more than one way).
Creative thinking
Creative thinking refers to using
abilities and soft skills to come up
with new solutions to problems.
Creative thinking skills are techniques
used to look at the issue from
different and creative angles, using
the right tools to assess it and
develop a plan.
 ability to create the best
solutions to daily demands,
which provides value to clients
and your own business;
 improvement on problem-solving
for not only work-related matters
but also those in your personal
life;
 higher workplace involvement in
daily activities and engagement,
which is beneficial to a healthier
environment;
 a better understanding of data —
also known as data literacy —
and how to present it through
data storytelling;
Some of the creativity skills may
include:
1. experimentation
2. opposing views
3. asking questions
4. communication
5. organization
If you tend to be more creative or
artistic, you're thought to be right-
brained.
English Learning Guide
Competency 1
Unit 4: Problem
Solving Workshop 1
Centro de Servicios Financieros-
According to the article, what is a good problem solver?
Must be able to switch from one skill set to another and back again, even if this is not easy

What role should education play in the development and use of left-brain thinking?
The left hemisphere is cerebral thinking, it is more logical and analytical, in addition to being
predominantly verbal and the right hemisphere is concerned with feelings and relationships

3.3. Writing Practice: proposing alternatives to solve a problem

Part 1: Read the following problem3

Lawrence has just gotten a promotion at work. He is a team manager for a group of six
employees. Lawrence really wants to be a success in his new job, but his group isn’t really a team.
Two of the people in his group don’t like each other and argue a lot. There is one team member
who talks all the time and another one who never says a word. The team members are from six
different countries, and two of the countries they come from don’t get along. Lawrence doesn’t
know what to do.

Part 2: Write down at least three solutions to the problem

Solution 1:

They have training and provide employees with language courses, having one only if
the company does not have the resources, be it English or Spanish

Solution 2:
They have meetings in which all employees have the opportunity to speak and say how
they feel and if they have any idea of ​improvement in the company

Solution 3:
They have work integration activities, in which the main objective is teamwork and
good communication

Part 3: Design a survey in which, with the help of your classmates, you are going
to find out the best solution to the problem.

You can use the following template

Participant number:

Propos Strongly Agr Neither agree Disagr Stron

ed agre e nor disagree ee gly
solutio e5 e 3 2 disagr
ns 4 ee 1
Solution 1:
English Learning Guide
Competency 1
Unit 4: Problem
Solving Workshop 1
Centro de Servicios Financieros-
Solution 2:

Solution 3:

Solution 4:
3.4. Speaking Practice: carrying out a survey

Part 1: Carry out the survey.

-Ask, to at least nine classmates, what they think about the solutions you proposed. Use the
previous template.
-Consolidate the results, you can use the following chart
P=Participant
S=Solution
SC=Score
P 1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 Total

S1 SC SC SC SC SC SC SC SC SC SC SC

S2 SC SC SC SC SC SC SC SC SC SC SC

S3 SC SC SC SC SC SC SC SC SC SC SC

S4 SC SC SC SC SC SC SC SC SC SC SC

Ask and answer your partner questions

about the solutions suggested. Make notes
in the given chart. GC-F -005 V. 01

Part 2: Make an oral report to the class.

GC-F -005 V. 01
 You will talk about the best solution to the problem and the reasons that support it. You
can use a Power Point Presentation to support your report.

4. Extension activities: the extension activities will help you improve your performance in
the topics. You need to reach at least five hours of practice on your own.

For practicing the English structure (Past Simple), visit:

https://www.myenglishpages.com/site_php_files/grammar-lesson-simple-past.php
https://en.islcollective.com/video-lessons/job-interview-20-irregular-verbs-past-simple
http://www.ompersonal.com.ar/ELEMENTARY/unit16/page3.htm

For practicing the English structure (Adverbs of Frequency), visit

https://learnenglishteens.britishcouncil.org/grammar/beginner-grammar/adverbs-frequency

For practicing the English structure (Modals), visit

http://www.learnenglish-online.com/grammar/modals/advice.html

For more about the 5 whys, visit:

https://www.youtube.com/watch?v=zvkYFZUsBnw
https://www.youtube.com/watch?v=SckACO-pzoM

GC-F -005 V. 01