MPU2232

INTERPERSONAL SKILLS

What is Problem Solving?

Problems are situations with no obvious solution and solving problem requires thinking and learning
in action.

Problem Solving

 It refers to the ability to use knowledge, facts, and data to effectively solve problems.
 This doesn’t mean you need to have an immediate answer, it means you have to be able to
think on your feet, assess problems and find solutions

Concept of Problem Solving

 Problem Solving vs. Decision Making

What are problem solving and decision-making and how they relate to one another?

Problem solving
 is a set of activities designed to analyze a situation systematically and generate, implement,
and evaluate solutions.

Decision-making
 is a mechanism for making choices at each step of the problem-solving process.

Decision-making is part of problem solving, and decision making occurs at every step of the
problem-solving process

The Characteristics of an Expert Problem Solver

‘Can do’ Attitude Re-define the problem Systematic

Considerate Avoid Experience Trap

Listen to the Intuition Go Beyond Solving the Problem

Seek Permanent Solutions Gain Commitment

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 ‘Can do’ Attitude – see problems as opportunities, a chance to learn something new, to grow,
to succeed where others have failed, or to prove that "it can be done"

 Re-define the Problem – initial definition of the problem very often is incorrect or
incomplete. Learn to dig deeper and follow own instincts. Avoid making premature
judgments or ruling out possibilities

 Systematic – problem solving is a process. Use structured approach, take the steps in order
and apply them literally

 Considerate – stand in the other person’s shoes. Having the ability to shift perspective
quickly and easily of looking at problem is a good problem solver characteristic

 Avoid the Experience Trap – learn to expect the unexpected. The world is becoming
increasingly non-linear. Things happen in pairs and groups and often don't follow traditional
lines from past to present and cause to effect

 Listen to Intuition - effective problem solvers experience what can be best called, "inklings”,
or gut-level feelings. When this happens, they listen, hypothesize, test and re-test

 Go beyond Solving the Problem – truly effective problem solvers push farther. Go beyond
simply solving the problem to discover the underlying opportunities that often lie concealed
within the intricacies of the situation

 Seek Permanent Solutions – they address all aspects of the problem, and they are win/win
in that they offer acceptable benefits to all parties involved. Temporary problem solving often
comes back to bite

 Gain Commitment - gain agreement and commitment on the part of everyone involved.
There must be explicit statements from all parties that they concur and are willing to commit
to the solution.

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Problem solving models are used to address many issues that come up on a daily basis in life. These
problems may be technical or issue-based. While many of you have probably engaged in solving
problems, you have probably used many different approaches in order to achieve a solution. Issues
and problems can be solved more easily and with better results by using a problem-solving model,
i.e. a structured, systematic approach to solving problem and making improvements.

There are several reasons for using a structured, systematic approach to problem solving.

 To ensure consistency
 To help manage group process
 To solve problem effectively
 To build convincing case for change
 To present clear and convincing rationale for action

Although problem-solving models can be highly sophisticated and technical, the following model has
just six simple steps. Despite its simplicity, this model is comprehensive enough to address all
problems. The simplicity of the model makes it easier for you to remember when solving a problem.

Effective problem solving does take some time and attention more of the latter than the former. But
less time and attention than is required by a problem not well solved. What it really takes is a
willingness to slow down. A problem is like a curve in the road. Take it right and you will find yourself
in good shape for the straightaway that follows. Take it too fast and you may not be in as good shape.

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Develop a plan with your partner/group member to solve the problem presented below. You are
given about 20 minutes to come up with solution. Make sure that you apply the Six Steps of
Problem Solving when you are tackling this problem. And later present what you have discussed
in front of the class.

The Scenario

“You have just been promoted to be the supervisor for about 15 people. The previous supervisor was
known to very aloof and totally unavailable to his staff. This caused the office to very dysfunctional
and to operate in a very inefficient manner because the staff did not know what was expected of them.
You have been asked to get the office operating efficiently again. This, of course, will require work
because people are late to work, do not complete projects on time, spend a lot of time on the phone
for personal reasons, etc. Discuss how you would go about changing the office’s environment. In
addition you are younger than all of the people in the office and you are the only one with a university
degree.”

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