Module 3 - NC II - Solving and Addressing General Workplace Problems - ForTrainingOnly

Module 3: Solving and Addressing General Workplace Problems (NC II) Learner’s Handbook Work Readiness Modules on
21st Century Skills | USAID Opportunity 2.0 Program| Philippines Page 2

Module 3: Solving and Addressing General Workplace Problems (NC II) Learner’s Handbook
Acknowledgements
Education Development Center (EDC) would like to thank the staff of the USAID Opportunity 2.0
Program, Philippines local team, and the Technical Education and Skills Development Authority’s
(TESDA) National Institute for Technical Education and Skills Development (NITESD) through its
Curriculum and Training Aids Division (CTADD), whose invaluable insights guided the adaptation of this
curriculum.
Opportunity 2.0 aims to provide opportunities for second-chance education for vulnerable out-of-school
youth (OSY) by collaboratively working with TESDA in strengthening its technical education and training
systems to develop, deliver and monitor workforce readiness and technical-vocational training programs
that will prepare large numbers of out-of-school youth to transition to further education and training,
immediate jobs and self-employment opportunities. In line with this objective, Opportunity 2.0 has
developed the Work Readiness Modules on 21st Century Skills which are appropriate for self-directed
learning or modular learning delivery.
The Work Readiness Modules on 21st Century Skills is an adaptation of EDC’s globally recognized Work
Ready Now. The curriculum addresses the TESDA Amended Competency Standards for Basic
Competencies Integrating 21st Century Skills which were promulgated on July 9, 2019.
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This content may not be produced without the permission of Education Development Center or the United States
Agency for International Development.
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Agency for International Development (USAID). The contents are the responsibility of Education Development
Center, Inc. and do not necessarily reflect the views of USAID or the United States Government.
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Work Readiness Modules on 21st Century Skills | USAID Opportunity 2.0 Program| Philippines Page 3
Table of Contents
Summary of Learning Outcomes............................................................................................ 5

Module Overview.................................................................................................................. 5
Written Assignments............................................................................................................. 6
Skills Demonstration ............................................................................................................. 6
SESSION 1: Identify Routine Problems ................................................................................... 7
Activity 1: Introductory Activity & Pre-Module Learner’s Reflection.........................................
8 Activity 2: Describing a Routine Procedural Problem...............................................................
13 Activity 3: Investigating and Documenting Problem Areas......................................................
22
SESSION 2: Look for Solutions To Routine Problems............................................................. 33
Activity 4: Identifying Potential Solutions.................................................................................
34 Activity 5: Developing and Presenting
Recommendations....................................................... 43
SESSION 3: Recommend Solutions to Problems.................................................................... 49
Activity 6: Planning and Implementing Solutions.....................................................................
51 Activity 7: Evaluating Implemented
Solutions.......................................................................... 61 Activity 8: Documenting Problems
and Solutions .................................................................... 70
SESSION 4: Review and Assessment..................................................................................... 78
Activity 9: Post-Module Learner’s Reflection ........................................................................... 78
Activity 10: End-of-Module Assessment................................................................................... 80
 Key to Correction ...................................................................................................... 84
Module 3: Solving and Addressing General Workplace

Problems (NC II Level)
A Unit of Competency under Basic Competency on Critical Thinking and Problem Solving
“You have a brain and mind of your own. Use it

and reach your own decisions.”
-Napoleon Hill
(Mayroon kang sariling isip. Gamitin mo ito sa paggawa ng

sarili mong desisyon.)
Unit Code: 400311212
Unit Descriptor: This unit covers the knowledge, skills, and attitudes required to apply
problem-solving techniques to determine the origin of problems and plan for their
resolution. It also includes addressing procedural problems through documentation and
referral.
Summary of Learning Outcomes
Upon completion of the module, you will be able to:
✓ L.O. 1 - Identify routine problems
✓ L.O. 2 - Look for solutions to routine problems
✓ L.O. 3 - Recommend solutions to problems
Module Overview
✍Activity 🕒 Recommended Time

 Session 1: Identify Routine Problems (L.O. 1)
1. Introductory Activity & Pre-Module Learner’s (15-30 minutes)
Reflection: Start-of-Module Skills Check
2. Describing a Routine Procedural Problem 45-90 minutes
3. Investigating and Documenting Problem Areas 60-90 minutes
 Session 2: Look for Solutions to Routine Problems (L.O. 2)

4. Identifying Potential Solutions 75-120 minutes
5. Developing and Presenting Recommendations 30-60 minutes
 Session 3: Recommend Solutions to Problems (L.O. 3)
6. Planning and Implementing Solutions 60-90 minutes
7. Evaluating Implemented Solutions 45-75 minutes
8. Documenting Problems and Solutions 30-60 minutes
 Session 4: Review and Assessment

9. Post-Module Learner’s Reflection (5-10 minutes)
10. End of Module Assessment (10-20 minutes)
Total Time 5.75 – 9.75 hours
Written Assignments
Please complete all written work in the module. Your skills in this module will be
evaluated through the following outputs:
❑ Mini-Project 1: Routine Problem Identification (Activity 2)
❑ Mini-Project 2: Understanding and Documenting a Real Workplace Problem

(Activity 3)
❑ Mini-Project 3: Analyzing and Ranking Options (Activity 4)
❑ Mini-Project 4: Solution Recommendation (Activity 5)
❑ Mini-Project 5: Plan of Action (Activity 6)
❑ Mini-Project 6: Evaluating Solutions (Activity 7)
❑ Mini-Project 7: Documenting a Problem and Solution (Activity 8)
Skills Demonstration
The following activities are intended to help you develop the skill that this module is
written for:
❑ All Mini-Projects
❑ Writing Problem Statements (Activity 2)
❑ Documenting a Workplace Problem (Activity 3)
❑ Analyzing Pros and Cons of Possible Solutions (Activity 4)
❑ Ranking Potential Solutions (Activity 4)
❑ Who Needs to Know? (Activity 5)
❑ Carlo's Plans and Goals (Activity 6)
❑ How Would you Evaluate This? (Activity 7)
SESSION 1: Identify Routine Problems

Performance Criteria:
1.1 Routine problems or procedural problem areas are identified
1.2 Problems to be investigated are defined and determined
1.3 Current conditions of the problem are identified and documented
 Key Topics and Learning Points 
1. Routine or procedural problems

2. Definition of “documentation”
3. How to document a routine or procedural problem
✶ Routine problems are common in the workplace and often are about the best
procedures to follow. They are problems or challenges that have a straightforward
answer.
✶ Define the Problem and start to identify the root cause by identifying the gap
between the current situation and the ideal situation once the problem is resolved.
✶ A Problem Statement outlines the details of the situation and describes the who,
what, where, when, why and how.
✶ Documentation is a written description of a procedure or situation.

Documentation serves as a written record of what should happen or what did
happen.
Activity 1: Introductory Activity & Pre-Module Learner’s Reflection
Objectives:
✓ Review the main concepts of the previous module (Collaboration and
Teamwork) ✓ Appreciate the value of critical thinking and problem-solving skills
✓ Take a Learner’s Reflection
🕒 Recommended Time: 15-30 minutes
Welcome to Module 3, Solve and Address General Workplace Problems for National
Certificate Level II (A Unit of Competency under Basic Competency on Critical Thinking and
Problem-solving). In this module, we’ll start with going through problem solving in the
workplace through case studies. Then we will investigate the conditions that make the
problem arise, and then we will identify, plan and evaluate the solutions.
Throughout this module, you will do a series of mini-projects that will show mastery of
the skills and knowledge that you have learned. This involves interviews, observations,
and planning activities. Although these projects are stand-alone activities, they will help
you in practicing and developing your skills in solving and addressing general work
problems through critical thinking and problem-solving.
Let us recall what you remember from NC I. If you did not do complete NC I, that is okay –
answer from your own experience. What are 10 big ideas you have about problem solving and
critical thinking? What is important to keep in mind when solving problems?
Think about the quote found on the first part of the module. “You have a brain and mind
of your own. Use it and reach your own decisions.” In your own understanding, what do
you think is the meaning of this quote? How does the quote relate to furthering your
career?
This module will focus on Critical Thinking and Problem-Solving at work. What do you
think is the relevance between the quote and the importance of critical thinking and
problem-solving at work?
Think a time of your life when you experienced a difficult situation. Write down your
experience on how you handled that difficult situation. Please cite only one.
Based on the situation that you have written above, write how you were able to address or
solve the challenge that you have experienced? What factors did you consider? How did
you arrive to a solution?
Looking back, what do you think went well and would could you have done better? How
do you think this challenge or problem would be prevented to happen again in the
future?
We solve problems in our everyday lives, be it in our homes or in the workplace. As we

solve problems, we need to be more proactive rather than reactive. We need to ensure
that the probability that the problems will occur in the future will lessen. This is done
through critically thinking about the problem, and developing preventive solutions and
processes. We will discuss more about this as you continue to learn about critical
thinking and problem-solving in this module.
What do you want to learn more about when it comes to solving problems at work?
Pre-Module Learner’s Reflection:
Solving/Addressing General Workplace Problems (NC II
Level) Start-of-Module Skills Check
This is not a test but is a way for you to see what you already know or do not know about the
topics. You will read a skill that is listed in the left column. Think about yourself and your
experience. Then read the statements across the top. Check the column that best represents
your situation. The results will help you and your teacher know which topics may require more
time, effort and guidance.
Ito ay hindi pagsusulit. Ito ay isang paraan upang malaman mo ang iyong kaalaman, kasanayan
o kakayahan tungkol sa paksang ito. Basahin mo ang mga kaalaman, kasanayan o kakayahan
na nakalista sa kaliwang hanay. Magbalik‐tanaw sa iyong sarili at mga karanasan. Basahin ang
lahat ng mga pangungusap at i‐tsek ang sagot na naaangkop sa iyong sitwasyon. Ang iyong
kasagutan ay magiging gabay mo at ng iyong guro sa pagpapalawak ng iyong kaalaman
tungkol sa paksang ito.
My experience 1 2 3 4
Knowledge, skills and abilities I don’t I have little I have I have a lot
have any experience some of
Kaalaman, kasanayan at kakayahan experience doing this experienc experience
doing this. e doing this.
Mayroon doing this
Wala akong akong Marami
karanasan kaunting Mayroon akong
sa karanasan akong karanasan
paggawa sa karanasan sa
nito paggawa sa paggawa
nito paggawa nito
nito
Define what a problem is in the context of

a workplace/industry /
Mabigyang‐kahulugan ang problema sa
konteksto ng lugar ng trabaho at
industriya
Identify examples of procedural problem

areas in a workplace/industry /
Matukoy ang mga halimbawa ng
problemang may kaugnayan sa proseso sa
lugar ng trabaho o industriya
Investigate and document a real

workplace problem /
Maimbestigahan at madokumento ang
tunay na problemang pang‐trabaho.
Identify and analyze potential solutions

to routine problems /
Matukoy ay masuri ang mga potensyal
na solusyon sa problemang pang‐
routine.
My experience 1 2 3 4
Knowledge, skills and abilities I don’t I have little I have I have a lot
have any experience some of
Kaalaman, kasanayan at kakayahan experience doing this experienc experience
doing this. e doing this.
Mayroon doing this
Wala akong akong Marami
karanasan kaunting Mayroon akong
sa karanasan akong karanasan
paggawa sa karanasan sa
nito paggawa sa paggawa
nito paggawa nito
nito
Select the best possible solution /

Makapili ng pinakamainam na solusyon.
Determine when you can make a decision and

when you should defer to someone else /
Matukoy kung kalian nararapat na gumawa
ng desisyon para masolusyonan ang problema
o humingi ng tulong sa iba
Develop and present

recommendations / Makagawa at
makapaglahad ng
rekomendasyon
Plan how you will implement the

solution / Makapagplano paano
maisasagawa ang solusyon
Implement the solution /

Makapagsagawa ng solusyon
Outline the steps to evaluate your solution /

Makagawa ng banghay at hakbangin
upang suriin ang solusyon.
Demonstrate how to make a

document reflecting solutions or
results /
Maipakita kung paano gumawa ng
dokumentong naglalaman ng solusyon
at resulta.
Identify routine problems /

Matukoy ang mga problemang
pangkaraniwang nakikita sa lugar ng trabaho.
Look for solutions to routine problems /

Makahanap ng solusyon sa mga problemang
pangkaraniwang nakikita sa lugar ng
trabaho.
Recommend solutions to problems /

Makapagbigay ng mungkhai para
masolusyunan ang mga problemang
pangkaraniwang nakikita sa lugar ng trabaho
Activity 2: Describing a Routine Procedural Problem

Objectives:
✓ Define what a problem is in the context of a workplace/industry.
✓ Identify examples of procedural problem areas in a workplace/industry.
✓ Know the steps in identifying and understanding procedural problems in

a workplace/industry.
🕒 Recommended Time: 45 – 90 minutes
For NC II, we will be focusing on routine and procedural problems. What do you think
this means? What is an example of a routine problem?
A routine problem is something which has a straightforward and usually simple solution.
Routine or procedural problems are very common in workplaces or in industries. An
example of a routine problem is when a service crewmember does not follow the proper
process for taking an order, and an incorrect order goes to the kitchen.
Problem Solving Steps and Tips
A Recap of NC I
Problem Solving Steps: Solutions should be REAL:1

1. Define the problem: keep
❑ Realistic: applicable not only in
emotions aside and state the
problem theory but also in practice
2. Get more information about the ❑ Effective: the solution is an answer
problem: at work – from
to the problem
supervisor, colleagues, written
materials ❑ Acceptable: the solution is
3. Generate many ideas on how to accepted by all of those involved
solve the problem: there is
❑ Logical: the solution is not based
often
more than one solution! on emotion but is fair
4. Choose a solution: should be
acceptable to all involved
5. Implement the solution
Evaluate the solution: Has the problem
been solved?
Problem Solving Tips
❑ Often there is more than one solution to a problem. Be open to different
possibilities! ❑ Your experiences, culture and background will influence the solutions
you think of. ❑ Avoid making assumptions.
❑ Never give up!
❑ Be prepared to listen openly to different points of view.
❑ Focus on the solution you want, not on things that cannot be changed. ❑
Remember to use your good listening, speaking and cooperation skills when problem
solving with others.
It is important to think critically to identify possible causes of a problem and determine the
underlying root cause. Addressing the root causes, as well as the current conditions of
the problem will help you become more proactive in solving problems, as well as
preventing routine and procedural problems to happen at home or in the workplace.
1
REAL from Inter-Agency Peace Education Programme: Skills for Constructive Living, UNESCO, INEE, UNHCR.
Source: https://revenue-hub.com/maximize-overbooking-opportunities/
Describe what you can see in the picture above. What do you think happened? Identify a
possible problem based on the picture. Why do you think the problem arose?
📄 Key Facts 3.1: Defining a Problem and Developing a Problem Statement

Defining the Problem
These steps will help you clearly identify the root cause of a problem. This process will help you
learn how to think deeply about a problem.2
1. Describe the problem, as you currently understand it.

2. Describe the ideal situation when the problem is resolved
3. List what you already know and don’t know about the problem. Where can you find out
more?
4. What are the gaps between the reality and ideal situation?
5. Discuss the problem with your co-workers and brainstorm ideas.
6. Try to see the problem from the perspective of the people involved and affected.
Writing a Problem Statement

A problem statement outlines the details of the situation. A clearly described problem
2
Morgan, R. (2020). How to write an effective problem statement. Retrieved September 24, 2020 from
https://www.isixsigma.com/new-to-six-sigma/getting-started/how-to-write-an-effective-problem-statement/
statement will help you to focus on the issue at hand and to solve the correct problem for the
situation. The problem statement will help you clarify the nature of the problem, for yourself,
and for your supervisor and colleagues.
Include as many details as you can as you describe your problem. Answering some basic
questions will help you write your problem statement. 3
Who Who is involved?
Who is impacted?
Who will fix it?
What What is the current situation?

What will happen if the problem is not addressed?
Where Where is the issue coming from?

• Is there a specific part of the machine that is causing a problem? • Is
there a specific place in the company where the problem is originating?
When When does the problem occur?

When did it start?
Are there specific instances that trigger the problem?
By when does the problem need resolution?
Why Why is the problem important to be fixed?
How How are people impacted by the problem?
Sometimes you need to write down a problem statement and other times you need to be able
to describe your problem verbally.
Let’s Exercise: Writing Problem Statements
Since there are many kinds of problems happening within a workplace, let us go deeper by
focusing on routine/procedural problems. Here are some common examples of procedural
problems in specific industries. Let us try to understand why the problem existed and identify
the root cause of the problems below. Choose at least two from the four scenarios below.
Develop a problem statement based on the information you know so far about each situation.
Scenario 1
Zachary is an IT specialist working in a company. Part of his job is to troubleshoot computer
problems. One day, Thea, an executive assistant, approaches him because her computer is
3
Schaffer, D. (2017). How to write a problem statement. Retrieved September 24, 2020 from
https://www.proprojectmanager.com/problem-statement/
running slowly. She explains that it takes a long time to boot up. According to her, the
programs take a long time to open, and both system and application functions take longer
than usual to respond to her inputs.
What is the problem in the first scenario? If you are Zachary, what is your first
move? Write a problem statement for the scenario.
Scenario 2
Deandre, a receptionist at the same company, also approached Zachary and complained
that his computer wouldn’t turn on. He said that even if he presses the power button, it
does not turn on and then promptly shuts down.
Write a problem statement for the scenario.

Scenario 3
Lisa, an employee of ZD Holdings, accidentally deleted an entire database, including
personal customer information. Customers are not happy and refuse to give their
information again.
Scenario 4
Zor, a biking enthusiast, ordered online a shifter for his bike. He immediately tried the
product after it was delivered. Unfortunately, the shifter was unable to change gear. Thus,
it did not work. He immediately called the company, Bike Lab. He asked to speak to a
customer service agent.
Let’s Apply – Mini-Project 1: Routine Problem Identification
In this activity, you will conduct a brief interview with an employee at a local workplace. Try to
identify a workplace in an industry involving hardware/software product service or a helpdesk
service. If this is not possible, choose a workplace within your community that provides a service
to customers. (Think back to the workplaces you identified in your community mapping in NC I.)
Explain to them that you would like to ask questions about an example of a routine problem.
(Example: a malfunctioning computer/equipment in a barangay hall, delayed delivery of
supplies in a sari-sari store, out of stock face masks/alcohol/medicines in a drug store, etc.)
If a face-to-face interview is not possible, you may opt to call or have an online interview,
whichever is suitable to you.
Your instructor will evaluate your work with the following checklist:
Checklist for Mini-Project 1: Routine Problem Identification

Statement Yes No Comments
1. The identified problems

encountered are connected
and aligned with the task.
2. Multiple common problems

and factors were identified and
analyzed for each task.
3. The impact of each problem

is identified.
Part 1: Interviewee Profile

Gather basic information about your interviewee and their job.
Name:
Role/Job Title:
Name of Business:
Type of Business
What are your

daily/weekly tasks
and responsibilities?
Part 2: Problem Identification

Ask the interviewee about typical problems that they encounter at work. Ask them to think
about the various tasks they do, problems that have happened, and the impact of those
problems.
Task Problem(s) encountered Impact of the problem

Sharing is Caring
This section encourages you to share your output to family and friends. You worked hard
on this so now it is time to tell others about the task you have just completed. Do it face
to face, via text, chat, or whatever means available and comfortable to you. It’s always
great to share your thoughts and hear feedback from people who care ☺
Below are questions to guide this discussion:

1. What information did you find the most interesting? Why?
2. What have you learned from the interview?
3. What did you learn about procedural workplace problems from the conversation?
4. What still needs be done to further improve your output?
Activity 3: Investigating and Documenting Problem Areas

Objectives:
✓ Refer to written guidance and investigate problem areas
✓ Document a problem using written descriptions and visuals

📄 Key Facts 3.2: What is Written Documentation?
Documentation is a written description of a procedure or situation. Documentation serves
as a written record of what should happen or what did happen. It comes in many forms:
• An instructional manual, help guide, quick reference guide (online or on paper) •
Guidelines
• A policy or rule
• A written memo or briefing notes
• Email
• A written report or evaluation report
In this activity, you will use written documentation in two ways – two learn more about
how something should be done correctly, and to document the situation.
In the last activity you wrote problem statements to articulate the problem. The next step
is for us to analyze the problem and dig deeper. We would need to understand the
context and condition of the problem in order to develop a more proactive and
appropriate solution for the problem.
Let’s look at a new procedural problem. You are working at a well known farm-to-table
restaurant. They have all new hires spend time in all aspects of the operation – farm,
kitchen, restaurant – in order to have a full appreciation of the life cycle of the food.
One important component is compost. What is compost you ask? Compost is decayed
organic matter, like plants and food scraps, that is used as fertilizer.
The man who usually tends the compost is away tending to his sick mother. It is your
responsibility to look after it. You go to the compost bin, and it is very wet and slimy and
has lots of flies. This can’t be right!
You start by reading the instructions that he has posted on the wall on how to compost:
7 Easy Steps to Composting4
1. Choose Your Type of Backyard Compost Bin.
You can use either an open pile or a compost bin. Bins have the advantage of being neat, keeping animals out and
preserving heat. You can purchase compost bins from a variety of garden and home stores, or you can build your
own compost bin. The size and type of bin you purchase or build will depend on how much compostable material
you generate.
2. Choose Your Composter Location.

You should choose a location which is flat, well-drained and sunny. Most importantly you should find a
convenient location.
3. Alternate Layers.
Start with a layer of course materials (like twigs) to allow for drainage and aeration. Cover this layer with leaves.
Then simply alternate between layers of greens materials (nitrogen-rich material) and browns (carbon-rich
material).
Browns Greens Don't Compost
Evergreen needles Green leaves Invasive weeds gone to see Dried leaves Garden waste
Meat/fish/bones
Paper egg cartons Flowers Fat/oil/grease
Paper towels/napkins Vegetables Dairy products
Dried grass clippings Fruit peels Cooked foods (attracts animals) Shredded newsprint Scraps Pet
waste
Bark Coffee grounds Plastics
Coffee filters Tea leaves/bags Metals
Straw Egg shells Glass
Sawdust (limited amt.) Flowers Toxic material
Dryer/vacuum lint Charcoal
Cardboard (cut into small pieces) Chemical logs
Dead house plants
Shredded brown paper bags
4. Add Kitchen and Yard Waste as They Accumulate.

Collect your kitchen compostable in a container in your kitchen. Find a handy place to store this container– on
the counter, under the sink or in the freezer. When it is full, empty its contents into the compost bin.
Whenever you add food scraps or yard waste, be sure to top it with a layer of browns. If you do not add browns,
your compost will be wet and break down more slowly. If possible, collect and store dry leaves in an old garbage in
the fall so you can use them in your compost year round.
Depending on the type of compost bin or pile you have chosen there may be specific ways of adding and
maintaining compost. Most of the composters you purchase come with instructions; follow these instructions
for best results.
4
City of Leduc. https://www.leduc.ca/composting/7-easy-steps-composting
5. Continue to Add Layers Until Your Bin is Full.
The bin contents/pile will shrink as it begins to decompose.
6. Maintain Your Compost Bin.

To get finished compost more quickly, check your compost bin and make sure the following conditions are met: •
When you add fresh material, be sure to mix it in with the lower layers.
• Materials should be as wet as a rung-out sponge. Add dry materials or water – whichever is needed – to
reach this moisture level.
• Mix or turn the compost once a week to help the breakdown process and eliminate odour.
7. Harvest Your Compost.

Finished compost will be dark, crumbly and smell like earth. You should be able to have finished compost within
four to six months of starting your bin.
The finished compost will end up at the top of the bin or compost pile. Remove all the finished compost from the
bin, leaving unfinished materials in the bin to continue decomposing. Be sure the decomposition process is
complete before you use your compost; otherwise, microbes in the compost could take nitrogen from the soil
and harm plant growth.
Use Your Compost!
• Sprinkle your lawn a few times a year.
• Use your compost as top dressing for flowerbeds and at the base of trees and shrubs. •
Mix compost in with garden and flower bed soil.
• Use as a soil conditioner when planting or transplanting trees, flowers and shrubs by filling the hole with
half compost and half soil.
• Make ‘compost tea.' Fill cheesecloth or an old pillowcase with 1 litre of compost. Tie the top and 'steep'
the bag overnight in a garbage can filled with water. This 'tea' can be used to water plants and gardens.
Now it is time to start applying the problem-solving process to figure out what is going
on.
Describe the problem as you currently understand it:
What is the Ideal Situation?

Describe what the compost should look like when the problem is solved.
Analyzing contributing factors: To solve a problem, you must find out what caused it. You
need to gather and evaluate data, isolate possible contributing issues, and pinpoint what
needs to be fixed. Referring to written instructions will help you in this process.
Now explore the possible causes of the problem, and the effects of each.
Event or Cause Effect
What events or causes could have led to What is the effect of this event/cause?
the problem?
Which among the events or causes do you think is the root cause? Why do you think this
is the root cause?
Based on this activity, what do you think are the steps for understanding the condition or
context of a problem? Why is this step important in solving procedural problems?
In this example, you investigated the issue by reading written instructions that should have
been followed. But that is not the only way to research a problem. • You can look closely
at the problem and use your hands to manipulate the object in question.
In the compost case, you could look closely at the compost, take a pitchfork to it,
physically dig into the pile to what was really happening.
• Talking to co-workers or customers can be very informative.
• Or you can look on the internet to find out more about an issue. Try an online
search for “common compost problems” and see what you find out!
Before you dive into solving a problem, you may need to share a written summary of
what happened. This a form of documentation.
A written summary is helpful because:

• It can be useful to refer back to when people don’t remember the details, and in
the event that the problem recurs.
• Your supervisor and other relevant colleagues will be aware of the situation and
can be involved in the decision-making process.
• It shows that you are proactive about handling an issue but your manager won’t be
surprised that there was a problem.
Documentation comes in many forms. When documenting a problem it may be in the

form of an email, briefing notes, a quality assurance form, or even a WhatsApp
message.
Let’s Exercise: Documenting a Workplace Problem
After analyzing the problem with the compost, you want to share what you have discovered
with primary farm manager. He will be returning in a week but you know the problem
should be addressed before you return to the restaurant in two days. Write him a
WhatsApp message explaining what the issue is and what you believe is the cause of the
problem. He can confirm if this is correct so you can resolve it before you go back to the
restaurant.
Let’s Apply – Mini-Project 2: Understanding and Documenting a Real

Workplace Problem
Now you will visit another community workplace and do Suggested workplaces:
an observation and interview to help you understand • Barangay hall
and document a routine procedural
problem. Please select one workplace to visit from the • Automotive shop
list of the common community workplaces in the box.
• Computer shop/internet café • Laundry shop
What to do before the visit: • Printing press
• Approach the business, introduce yourself, describe
• Hardware/construction store • Drugstore/pharmacy
the course you are in and your assignment
• Ask if there is one person you can follow and interview • Local supermarkets/variety stores/retail outlets
• This person does not need to be a supervisor. They can be in a role such as
technician or customer service.
• You will be there for about one hour
What to do during the visit:
• First get to know the employee through a discussion. Use the form as a guide.
Start by understanding his/her tasks.
• Next, ask about common routine/procedural problems he/she has encountered as
he/she completes these tasks. This may involve equipment unavailability or
failure, routine processes and quality problems, teamwork and work-allocation
problems or safety and emergency incidents.
• Agree upon one problem that you will explore further and observe.
• Conduct observations of the workplace. Try to understand the problem better.

You may be able to ask other employees questions to get more details about the
problem.
• Ask permission to take pictures.
What to do after the visit:

• Send a thank you to the person who assisted you.
• After which, craft a written report documenting what the problem is all about. •
Include pictures.
• Share the documentation with the person who assisted you.
Part 1: Workplace Profile
Workplace Name:
Address:
Main Product or Services

Offered or Produced:
Number of employees:
Who are their clients?
Name of Interviewee:
Position:
Part 2: Routine Tasks and Procedural Problems

With your interviewee, discuss their routine tasks and problems they have encountered
while completing them. Find out if there are written procedures outlining how to
implement these tasks.
Routine Tasks Do Routine or Procedural

Written Problems Encountered
Procedur
es Exist?
(Y/N)
Part 3: Analyze a Procedural Problem

Choose one routine or procedural problem to observe and learn more about. Explore
as many causes of the problem as you can.
Event or Cause Effect

What event or cause led to the problem? What is the effect of this event or cause?
Part 4: Document the Problem

Refer to what you wrote in part 3. Prepare a brief summary of the problem, what caused
it, and the effects of the problem. Take photos or draw any visuals that help to explain it.
Sharing is caring
Present your output to a family member, nearby neighbor or a friend.

After sharing, ask for
their feedback. Here are some guiding questions:
1. What was it like visiting an actual workplace and discussing their problem? 2. What
surprised you? 3. How will you approach problem solving differently now that you have
done this exercise?
☑ Performance Criteria Checklist
The Performance Criteria Checklist is an opportunity for you to assess your learning
outcomes in the session and know how well you did in doing the activities in this
session. You will speak to your facilitator to: 1. Share your experiences in completing
the session 2. Discuss your development and progress towards the intended skills
3. Plan how you will move forward to continue making progress in the module
Conduct a quick self-assessment and answer the table below.

Statements Please check Yes or No if you
have shown or can do the
Did you… statement
YES NO
1. define what a problem is in the context of

a workplace/industry?
2. identify examples of procedural problem

areas in a workplace/industry?
3. investigate and document a real

workplace problem?
Guide to the Learner and Facilitator’s Discussion:

Topics to discuss during the Learning Check:
1. Parts of the module that were the easiest to answer/do.

2. Parts of the module that were the hardest to answer/do.
3. Parts of the module that need further clarification or explanation.
4. Additional support needed by the learner from the facilitator.
5. Review and check of the learner’s answers and outputs for the session. 6. Feedback on
the learner’s performance in terms of the following: mastery of content, skills
development, and pace in answering the module.
7. Plans for how the learner will move forward with the module.
Session 1 – Writing Space
Use this space to complete any of the written assignments above or write
any thoughts or ideas that have come to mind on the topic.
Congratulations on finishing Session 1 of Module 3!
You are now ready for Session 2!
SESSION 2: Look for Solutions To Routine Problems

2.1 Potential solutions to problem are identified
2.2 Recommendations about possible solutions are developed, documented, ranked,

and presented to appropriate person for decision
1. Identifying root causes of problems

2. Finding solutions that address the root cause
3. Analyzing Potential Solutions
4. Determining who makes the final decision
5. Develop and present recommendations
✶ A solution addresses your problem. Ultimately you want to be addressing the root
cause of the problem so it doesn’t happen again.
✶ Finding a solution is not always an easy. The key is to identify a number of options so
you can make an informed decision about the best solution.
✶ Methods for analyzing potential solutions include:
• Asking yourself guiding questions
• Weighing pros and cons
• Ranking options
✶ Sometimes you will not be the person to make the final decision. The decision maker
may be a customer, a supervisor, or a colleague.
✶ To make a recommendation for a proposed solution to the decision

maker: 1. Describe the situation clearly
2. Summarize the options
3. Describe how you have evaluated them
4. Tell them your proposed solution
5. Explain why you recommend this solution
Activity 4: Identifying Potential Solutions
Objectives:
✓ Identify and analyze potential solutions to routine problems
✓ Rank possible solutions
✓ Select the best possible solution
In the previous session, you learned about how to identify and document a routine
problem. In this session, you will come up with potential solutions to respond to a
problem.
Below is a scenario involving hardware products and services, a common industry which
you can relate to since almost all workplaces are now using computers. While you may
not be an IT specialist, you can still find ways to solve the immediate problem. Read the
scenario below and answer the guide questions.
Scenario:
Desmaive is a training specialist working for a non-governmental organization. Part of
her job is to develop and deliver trainings to community members with her training
assistants. There is a big training tomorrow and her assistants need copies of the files to
print and prepare for the training. She usually uses a USB so that it is easier for her to
transfer files and share them with her training assistants. However, she discovered that
her USB port is not functioning. She is getting a pop up that says the port does not
recognize the device. She really needs to get her team a large folder of files ASAP.
Normally she would go to IT to fix the USB port, but the help desk person is on sick leave
today.
a. What is the problem in the scenario? Write a problem statement for the scenario.
b. What are the possible causes or events that led to the problem? What may the root
cause be?
c. List as many possible solutions as you can think of.

📄 Key Facts 3.3: Identifying Potential Solutions
What is a solution?
A solution addresses your problem. It may address the root cause of the problem (fixing
the broken USB port hardware) or be a workaround that still allows you to complete
your task without immediately solving the problem. Ultimately you want to be
addressing the root cause of the problem so it doesn’t happen again.
Solutions may involve interim containment measures to stop the immediate problem,
corrective actions that address the root cause, and long-term preventative measures to
avoid future problems.
Interim Containment Measures, Corrective Action and Preventative
Measures A Recap of NC I
Interim containment measures: Actions to stop the immediate

problem. Example: Putting out a fire in the workshop.
Corrective action: Action to eliminate the root cause of a problem and prevent future
issues. There may be a problem because standard operating procedures were not
followed. Example: Replacing the old wiring in the workshop that caused the fire.
Preventive action: Action to eliminate the cause of potential future issues. Example:
Working with an inspector to check the whole building for electrical issues on an
annual basis.
Tips in identifying potential solutions
Finding a solution is not always an easy. The key is to identify a number of options so you can
make an informed decision about the best solution. In other words, it’s important to consider a
range of alternatives, rather than simply selecting the first option that pops into your mind. 5
Guiding Questions for Analyzing Potential Solutions6

✓ Does it address the root cause of the problem? Will it ✓ Does it reduce risks? Does it unintentionally create
prevent the problem from recurring? other risks?
✓ Does it align with best practices at your business? ✓ Is✓ Does it improve the customer experience?
it SMART? (Remember this from goal setting? It applies
✓ Is it cost effective?
here too!)
SMART Solutions
✓ Is it practical?
✓ Specific: Targets a specific area for improvement
✓ Is it based on good evidence?
✓ Measurable: Quantifies the outcome (change can be
✓ Will it be acceptable by those who are impacted and observed)
need to change their behaviors? ✓ Achievable: Attainable ✓ Realistic: The outcome can
✓ Will the solution be sustainable over time?
realistically be achieved, given available resources. ✓ Time-
bound: Specifies the time by which it will be
Weighing Pros and Cons completed.
Simply weighing the positive and negative sides of your options can be all you need
sometimes. ✓ What are the pros? What are the positive outcomes of this choice?
✓ What are the cons? What are the negative outcomes of this choice?
Ranking Method
To help you, follow these basic steps:
1. Identify the problem
2. Describe the ideal situation – Describe the vision of what will happen when the
problem is solved.
3. Brainstorm different options
4. Analyze your options using the tips above.
5. Rank your options. Think about the most important factors to consider in ranking your
options (cost, quality, time, etc.), and eliminate options that don’t meet these basic
criteria.
5
Patterson, N. (2020). Identifying, selecting and implementing solutions. Retrieved on October 13, 2020 from:
https://www.futurelearn.com/courses/career-credentials-problem-solving/0/steps/86345)
6
Health Service Executive (2017). Developing Recommendations: Guidance for Consultation. Retrieved October 13,
2020 from: https://www.hse.ie/eng/about/qavd/protected-disclosures/incident-management
framework/developing-recommendations-guidance.pdf
6. Select the best option
You may not be the final decision maker. It may be a supervisor, co-worker or customer
who ultimately decides. In the next activity, you will explore how to make
recommendations. But first, you will practice analyzing options so you can determine
the best solution to recommend.
Let’s Exercise: Analyzing Pros and Cons of Possible Solutions
Analyze at least one of the two scenarios by answering the following

questions: 1. What is the main problem?
2. What are your potential solutions? List them.
3. What are the pros and cons of the recommended solutions?
4. Among the potential solutions which you have listed, identify one solution which you
highly recommend and explain why you recommended that solution.
Scenario 1
Jimmy is a hair dresser and is about to make some hair dye for a customer. Jimmy asks for some
gloves to wear since the chemicals can cause mild irritation if mishandled. Jimmy is told that
they do not have any gloves and not to bother since wearing gloves slows down the mixing
process and customer service is more important than minor safety issues. What should Jimmy
do?
Problem Statement:
Potential Solution Pros Cons
Recommended Solution and Why?
Scenario 2
Rowena works as an optician at an optometrist’s office. She helps customers select glasses, puts
in the order for frames and lenses and adjusts the lenses and frames once they arrive. A
common issue that she faces is that not all frames and lenses work together well for some
prescriptions.
The weaker someone’s eyes, the stronger the prescription. And the stronger the prescription,
the bigger the lens. But the bigger the lens, the more it will stick out of the frame or it could
damage the frame. One way to fix this is by ordering a different type of lens for the patient.
There are different types of lenses that suit different types of frames.
• Frame option 1: Wire. Could be damaged by thick plus sized lenses.
• Frame option 2: Plastic. Thicker frames can help hide the edge of the lens. Plastic frames
are currently very trendy.
• Lens option 1: Regular plus sized lenses are thick in the center and thin at the edge, which
could damage the wire of the frame.
• Lens option 2: Smaller, flatter lenses. They are more expensive but fit snugly inside the
frame.
A patient with poor eyesight is concerned about how thick the edges of his lenses will be in the
frame he selects. He is concerned about budget and style. Help him make the right choice of
lens and frames.
Problem Statement:
Potential Solution Pros Cons
Recommended Solution and Why?
The second scenario also had a customer service component. What would be right for
one customer may not be right for another! In this situation, what suggestions would you
make, or questions would you ask, to make sure your customer is happy?
Let’s Exercise: Ranking Potential Solution
Now let’s try analyzing and ranking potential solutions.
Scenario:
Carlo works in a large warehouse. His job is to process returns. These items need to be
scanned and checked. Customer refunds must be processed if the items are in good
condition. Returned items must be sent back to inventory, repaired, destroyed, or returned
to the manufacturer. Carlo and three other people split the task of returns across a 24 hour
day (each working 8 hour shifts).
With the recent upsurge in e-commerce due to the pandemic, the current system for
returns is no longer sufficient. The volume of returns is very high.
Most returns are for one item per shipment and takes quite a bit of time to check, process
the refund, and send the item to the proper location. It involves scanning items, manually
processing credit cards, sending confirmation emails, and putting things in various bins.
Customers are starting to complain that they send items back and after a month they are
still not receiving confirmation of receipt of the item or the refund. Customer service is
frustrated that they are now spending a lot of time responding to customers about the
status of their return, and coordinating with Carlo and his co-workers for an update.
Analyze Carlo’s problem so he can propose the best solution to his supervisor.
1. Identify the
problem
2. Brainstorm
options
3. Analyze your
options
4. Rank your options
5. Make your
selection. Why is
this your
selection?
Let’s Apply – Mini-Project 3: Analyzing and Ranking Options
Go back to your outputs for Mini-Projects 1 and 2. Choose 1 problem that was identify.
Select a problem that you have sufficient information to analyze. Go through the process
of analyzing and ranking options. You can make
General
background
information:
Workplace
description
and problem
context
1. Identify
the problem
2.
Brainstorm
options
3. Analyze
your options
4. Consider
the pros and
cons of the
best options
5. Rank your
options
6. Make
your
selection
.
Why is this
your
selection?
Sharing is caring
Present your output to a family member, nearby neighbor or a friend. After sharing, ask for
their feedback. Here are some guiding questions: 1. How did you feel while doing the
activity? 2. What makes the activity easy? What makes the activity difficult? 3. What still
needs be done to further improve your output?
Activity 5: Developing and Presenting Recommendations

Objectives:
✓ Determine when you can make a decision and when you should defer to someone
else ✓ Develop and present recommendations
🕒 Recommended Time: 30 - 60 minutes
In the last activity, you spent a good deal of time analyzing problems and coming up with
the best solution. As mentioned earlier, sometimes you are not the person to make the
final decision. But sometimes it is fine.
When do you think it is okay to make the decision yourself?

When is it appropriate for someone else to make the decision?
📄 Key Facts 3.4: Recommendations and Decision Making

Determining Who Makes the Decision
Sometimes you will not be the person to make the final decision. The decision maker
may be a customer, a supervisor, or a colleague.
Every workplace is different. And within a workplace your role, your level and experience
factor into your independence with making decisions.
When you are a new employee, it never hurts to ask. You may not have the big picture. If
your decision has cost implication or impacts other people, it is especially important to
check in.
Employers always appreciate when someone not only asks, but comes with a
proposition for them to consider. That way, you are making their life easier! Instead of
coming to them saying “I have a problem, what should I do?”, you are saying “Here is
the situation, here is what I suggest, what do you think?” See how you are making things
easier for a busy boss?
You may find that some decisions are relatively small, and you can make the decision for
yourself. For example, if your employer does not have personal protective equipment
available, you may simply decide to bring your own to keep yourself safe.
Making Recommendations
To make a recommendation for a proposed solution to the decision maker:
1. Describe the situation clearly
2. Summarize the options
3. Describe how you have evaluated them
4. Tell them your proposed solution
5. Explain why you recommend this solution.
Let’s Exercise: Who Needs to Know?
Describe a workplace problem you may share with the following people:
A Co-worker who has
similar responsibilities to
you
Your supervisor or manager
A customer or client
Human resources officer
Quality control officer
Let’s Apply – Mini-Project 4: Solution Recommendation
Today you will expand upon the work you did in Mini-Project 3: Analyzing and Ranking
Options. Now that you have determined the best solution, you will prepare your
recommendation.
Interviewee’s
name, job
title,
employer
Describe the
situation
clearly
Summarize
the Options
Describe
how you
evaluated
the options
Propose a
solution
Explain why
you
recommend
this solution
Sharing is caring
Present your output to your respondent if possible. If not, share it with a family member,
nearby neighbor or a friend. After sharing, ask for their feedback.

☑Performance Criteria Checklist

session. You will speak to your facilitator to:
1. Share your experiences in completing the session 2. Discuss your development
and progress towards the intended skills

YES NO
1. identify and analyze potential solutions

to routine problems?
2. select the best possible solution?
3. determine whether you can make a

decision and when you should defer to
someone else?
4. develop and present recommendations?


You are now ready for Session 3!
SESSION 3: Recommend Solutions to Problems

3.1 Implementation of solutions are planned
3.2 Evaluation of implemented solutions are planned
3.3 Recommended solutions are documented and submitted to

appropriate person for confirmation
1. Action plans (NC I Recap)

2. Planning to Implement Your Solution
3. Constructing a plan of action
4. Steps in evaluating implemented solutions
5. Benefits of documenting results/solutions
6. Importance of documenting problems and solutions in writing
7. Common forms of documentation
✶ An action plan is a step-by-step description of how you plan to complete a task or

resolve a problem.
✶ When you plan to implement your solution, you will describe the actions you and your
co workers will take. The plan has enough detail to help you plan your time and track
your progress.
✶ Key elements of your action plan:
• Goals
• Steps
• Time schedule
• People Involved
• Resources needed
• Risks
• Health and Safety
• Environmental considerations
• Measuring success
• Reviewing the plan to make sure it is REAL (Realistic, Effective, Acceptable and
Logical
✶ Evaluation is asking the question “Did it work?” or “Were you able to solve the problem
through the actions you have taken?”
✶ To plan how you will evaluate your solution:
• Go back to your goal – what is the desired outcome?
• What are the indicators of success?
• Be objective
• Ask yourself key questions after implementation
• Keep improving
• Evaluate and recommend
✶ Routine workplace problems and their solutions are often documented in writing.
Documentation provides a written history of the situation and solution that can be
referenced in the future and helps to improve processes.
✶ Common forms of documentation:
• Email
• Briefing Notes
• Written Report
• Evaluation Report
Activity 6: Planning and Implementing Solutions

Objectives:
✓ Plan how you will implement the solution
✓ Implement the solution
Reflect on your past experiences at home, in school, or in the workplace. Share an

experience where you had to solve a problem. What was the problem or challenge that
you faced? What was the situation surrounding the problem?
What factors did you consider in coming up with a solution? What was your solution to
the problem?
What resources, preparations, and help from other people did you need in order to
execute your plan?
How did you execute your plan? What factors did you look at to ensure that everything
went according to your plan?
Did your plan work? Why or why not? What could you have done better?
Now we will look at planning solutions. Describe what you think it means to develop an
action plan. If you did NC I, this is a review. If you did not, share your ideas!
Let’s see what we learned about action plans in NC I:

Action Plans
A Recap of NC I
An action plan is a step-by-step description of how you plan to complete a task or resolve
a problem. An action plan….
• Details the steps and resources that need to be taken to correct the causes of a
problem
• Provides a standard way to address a problem
• Clarifies team member responsibilities
• Outlines clear steps in a reasonable timeline to achieve your desired outcome •

Must consider health and safety. Once corrected, will the situation be safe? Are
prevention measures considering health and safety issues?
• Can be used to track progress
When writing an action plan:
• Set several goals that are achievable and measurable
• For each goal, outline steps to take to achieve the goal.
• Identify a timeline for each step.
• Identify who is responsible for each step.
• Review your plan – is your solution REAL? Realistic, Effective, Acceptable and Logical?
• Set a deadline for completing the effort.
• Verify that you have met the goal.
We will continue to develop action plans in NC II. They may also be called
implementation plans. This is when you get ready to put your ideas into place and plan
exactly what you will do.
In creating a plan of action, you first need to consider the root cause of the problem, as
well as looking at best and most appropriate solution. Once you determine the solution,
you need to consider the following: identifying the resources and materials needed to
implement the solution, managing the actual implementation of the solution, and
evaluating the implemented solution.
📄 Key Facts 3.5: Planning to Implement Your Solution

When you plan to implement your solution, you will describe the actions you and your
co-workers will take. The plan has enough detail to help you plan your time and track
your progress. By planning well, you and your co-workers can work efficiently and avoid
costly mistakes.
Here are the key elements to include in your plan:

Component Tips
• What are you trying to achieve?

Goals
• What is the ideal situation once the problem is solved? • You

may have more than one. You may have an overall goal and
several sub-goals.
• What tasks need to be completed for each objective? • You may

Steps
have several steps for each. A more complex objective will have
more.
• Think about the sequence of the steps carefully – what needs to be

done 1st, 2nd, 3rd?
• Sometimes tasks can be completed at the same time (one person
does one task, while another does another task)
• How much time is needed for each task?

Time Schedule
• When will it happen?
• Be realistic about people’s availability and how much time things will
take
• Build in time for obstacles and delays
• Who is responsible for each task?

People Involved
• Who is involved with each task?
• Think about people’s job roles and skills so they are doing the tasks
that suit them best. (Your supervisor can help with this.)
• Are there costs involved? Try to estimate any cost information your
Resources
Needed
supervisor will need to know.
• Are there materials needed?
• Is there any required equipment?
• Is transportation needed?
• Is storage needed?
• Are there printing requirements?
• What could go wrong?

Risks
• What could impact the timeline or results that needs to be

considered?
• Are there factors outside of your control that need to be accounted
for? (Like shipping delays, supplier inventory issues, etc.)
• What safety and health considerations need to be taken into
Health and Safety
account?
• What environmental rules or protocols should you adhere to while

Environmental
Considerations
implementing your solution?
• How can waste be recycled or disposed of properly?
• How will you be able to see that there is progress? What results do
Measuring
Success
you expect to see?
• If your results aren’t hitting your expectations, what can you do?
• What can the supervisor or others do to help make sure there is

progress?
• Are your actions going to help you meet your overall goal?
Reviewing the
Plan
• Are the steps realistic?
• Is your plan REAL (Realistic, Effective, Acceptable and Logical)?
🖉 If you were to create an action plan, what would it look like? In the box below, draw a
table for your own action plan template. Use the information above to guide you.
When making decisions and solving problems, it is important for us to exhaust all our
thinking to explore possible solutions and be mindful of the consequences of our actions and
decisions. In this module, you learned about exploring options before choosing a solution. It is
very normal, and appreciated by employers when you find that you need to course-correct
your decisions and actions. What does this mean? You may start implementation and realize
there is a better way to do things. That is great!
Remember, mistakes are inevitable and may cause delays in production, additional
expenses for the company, or strained collegial relationships. These are also good
opportunities for you to learn and improve your professional skills.
Let’s Exercise: Carlo’s Plans and Goals

Now that you have seen an example of planning for implementation and measuring
results, it is time to try it for yourself.
For this practice tasks, you will use the scenario from Activity 5 – Carlo the warehouse
worker.
Carlo’s Overarching Goal:
Step Person Resources Timeline

Responsible / Needed
Involved
Goal 1:
Goal 2:
Goal 3:
Involved
Goal 3:
Risks:
Health and Safety Considerations:

Environmental Considerations:
Measuring Results:
Think about it!
Talk to someone in your family or a friend who works. Ask them about a routine problem
that they needed to solve. How did they plan to implement their solution? How did they
know that they were successful?
Let’s Apply! – Mini-Project 5: Plan of Action
Refer to your Mini-Project 4 Output. You will develop a plan to implement your
recommended solution. Complete the table, using the example and tips above to help
you.
Following the worksheet, you will find the rubric that your instructor will use to evaluate
your work. Be sure to reference it as you work on your output.
Overarching Goal:
Involved
Goal 1:
Goal 2:
Goal 3:
Involved
Goal 3:
Risks:
Health and Safety Considerations:
Environmental Considerations:
Measuring Results:
Rubric for Mini-Project 5: Plan of Action

Statement Strongly Disagree Agree Strongly
Disagree Agree
1. The overarching goal is specific,

measurable, attainable,
realistic, and time-bounded.
2. The goals identified are

connected to the
overarching goal.
3. The steps listed for each goal

are connected to the goal and are
necessary to reach the goal and
all possible steps are considered.
4. The person responsible

or involved is appropriate.
5. Necessary resources needed to

complete the step are
identified.
6. The timeline for each step

is realistic.
7. The risks identified are
realistic and has considered all
the
possible challenges.
8. The health and safety

considerations are
appropriately identified.
9. The environmental
considerations are identified.
10. The information to be

collected to measure results are
appropriate.
Sharing is caring
Present your output to your respondent if possible. If not, share it with a family member,
nearby neighbor or a friend. After sharing, ask for their feedback. Here are some guiding
questions:
1. Was the plan realistic? Why or why not? 2. What still needs be done to further
improve your output?
Activity 7: Evaluating Implemented Solutions

Objectives:
✓ Outline the steps to evaluate your solution
In the last activity, you started to think about how to measure that your solution was
successful. This activity will dig deeper into planning how you will evaluate if your
solution worked.
Evaluating solutions and situations is innate in us human beings. We base our judgment,
evaluation, and recommendations on our own value system, understanding of the
problem, situation or goal, and past experiences.
🖉 Now you will explore how you have evaluated situations in the past.
Think of two experiences where you felt that the implemented solution was not the
most appropriate solution and a better action could have been taken by yourself or
others. Share those experiences by filling out the table below.
Experience No. 1:
What was the situation?
What should the

ideal outcome have
looked like?
How was situation

handled?
What was the result?
How did you know

that the result could
have been better?
Experience No. 2
What was the situation?
What should the

ideal outcome have
looked like?
How was situation

handled?
What was the result?
How did you know

that the result could
have been better?
Look at your answers. What do they tell you about how you measured success?
Think about it!
Share your answers above to your family and friends. Ask them about their own experiences
with evaluating solutions.

While they are sharing, think about how similar or different their approach is to evaluating a
solution. Write your thoughts in the Session 3 Writing Space.
In the workplace, evaluating solutions ensures the operations run smoothly and that
resources are managed and utilized efficiently.
Imagine that you put a lot of effort into fixing something but then have no idea if what
you did solved anything. How frustrating would that be? By keeping in mind the
outcome you are trying to achieve, you are naturally starting the process of being able
to measure improvement. Let’s learn more about how you can plan to evaluate your
solution.
📄 Key Facts 3.6: How to Evaluate Solutions

Simply put, evaluation is answering the question, “Did it work?” or “Were you able to
solve the problem through the actions you have taken?”
How do you do this?

1. Go back to your goal. What was the desired outcome? What would it look like if
things are working well?
2. What are the indicators of success? This may sound complicated, but it is not!
You do it all the time? For example….
• Are there fewer mistakes?
• Is the process happening faster?
• Does the item taste better?
• Are customers happier?
• Have you increased your income?
• Have you saved money on expenses/materials?
• Have you increased your number of customers?
There are two basic types of indicators.

• Qualitative: This describes behaviors, feelings, or thoughts
• Quantitative: This describes things that can be measured like costs and
quantities
3. Be objective. Evaluations are subjective judgements made based on the

individual’s assessment of the situation and analysis of the information and data.
To decrease the level of subjectivity, clarify the key performance indicators
(indicators for success), how you will verify them, and identify any critical
assumptions. This can help you objectively evaluate your solution.
4. After implementing your solution, ask yourself…

• Did I achieve my goals and desired outcomes?
• How did my solution perform against my indicators of success? •

Did I address the root cause of the problem?
• Have I prevented the problem from happening again?
5. Keep improving. Consider the different aspects of the problem-solving process

and your action plan.
• What can be adjusted and improved? For example, maybe your solution
took a lot of resources, and there is an even cheaper way to do it.
• Had you made the correct assumptions?
• What changed along the way?
6. Evaluate and Recommend. Based on the analysis, make a value judgement and
come up with recommendations on what to continue, change or stop in relation
to the implemented solution. Share this information with the person
responsible.
Let’s Exercise: How Would You Evaluate This?

Now that you have learned about
evaluating solutions, you
now try to figure out how to evaluate
the solutions in the
cases below. Choose at least 2
scenarios below:
Case No. 1
Analyn is a helpdesk associate. She
receives calls and emails
from clients regarding their internet
connection. Her job is
to help clients with connection
problems.
Typically, she receives no less than 50 calls and almost 100

emails in a 9-hour shift. They are expected to process 90% of
the calls and emails, and should have a 100% first-call or
first-email resolution.
Her manager, Mario, instructed her to undergo a in processing the calls and emails.
retraining session to improve her current status – 60% Source:
processing and 70% resolution. Analyn is also coached https://www.pexels.com/photo/woman-in
5453806/
brown-blazer-wearing-black-headphones
on tools that he could use in order to track her progress
What is Analyn’s goal?

What are her indicators of success?
How can Analyn measure her success?
Case No. 2
Joana is a factory worker and she is
in-charge of
operating a 30-year old machine
that injects molten
polycarbonate into a chamber
where the stamper is
mounted to create a clear piece of
plastic more
commonly called as compact discs.
Joana’s performance started to decline from 50 discs

per hour to 15 when the machine’s cooling system pliable. She reported this to her manager and
malfunctioned causing the plastic to remain soft and Source:
https://www.pexels.com/photo/multi color-round-light-fixture-4734714/
immediately she was transferred to handle a state-of-

the-art machine that can produce up to 250 discs per
hour. After a month, Joana still can produce 50 discs per
hour, an alarming 200% decrease in efficiency.
What is Joana’s goal?
What are her indicators of success?
How can Joana measure her success?
Case No. 3
Joseph works in forestry on a
reforestation project. Their
goal is to increase the tree canopy
particularly in areas
where there has been a lot of
deforestation. They plant
trees on public land and work with
landowners to plant
trees on their land. Lately there has been an insect that
has been wreaking havoc on the trees they are planting.
He and his team feel like they are constantly behind
because instead of planting new trees, they are with a special nontoxic solution that repels the insects.
constantly having to spray the trees they have planted Source:
https://www.pxfuel.com/en/search?q= bark+beetle
He decides with his supervisor and team that instead of spraying the trees themselves,
they will start to distribute the solution to others to help with the task. They will ask
landowners to spray their own trees, and they will work with local communities to
identify volunteers to help spray the trees on public land. They create a hashtag that
people can use to take photos of themselves spraying the trees to help incentivize
people to do it by showing the great work everyone is doing to contribute to
reforestation.
What is Joseph’s goal?
What are his indicators of success?
How can Joseph measure success?
Let’s Apply – Mini-Project 6: Evaluating Solutions
Talk to 4 people who are already working. They could be family members, classmates,
friends, or neighbors. Explain that you are learning how to evaluate if solutions to
problems have worked. These are indicators for success.
Ask them to identify the top 5 indicator that will tell them whether the implemented
solution is a success or the factors that they look for in evaluating implemented
solution. Write their answers on the table below.
Sample factors to consider when evaluating an implemented solution are the following:
• Feasibility of the solution • Complexity of the problem • • End-product or end-result • Effectiveness of the
Efficiency of steps
solution • Time for the solution to take effect • Simplicity
• Amount of resources used • Availability of resources • of the solution
Cost
• Creativity and Innovativeness
Module 3: Solving/Addressing General Workplace Problems (NC II) Learner’s Handbook
Name:
Job/Employer:
Top 5 indicators to evaluate successful implementation of a solution:
1.
2.
3.
4.
5.
Name:
Job/Employer:
1.
2.
3.
4.
5.
Name:
Job/Employer:
1.
2.
3.
4.
5.
Name:
Job/Employer:

1.
2.
3.
4.
5.
What factors were mentioned most frequently?
How do the factors vary depending on the job or priorities/values of the business? (For
example: One business may prioritize quality, another may prioritize speed and low
prices.)
Evaluating implemented solutions starts at the beginning of the problem-solving process.

Why? Because you start with thinking about the outcome you are trying to achieve and
your indicators of success!

Activity 8: Documenting Problems and Solutions
Objectives:
✓ Appreciate the relevance of documenting the solutions or results
✓ Demonstrate how to make a document reflecting solutions or results
In Session 1, Activity 3 you learned how to document a problem. In Session 2, Activity 5

you learned how to document recommended solutions. For this activity, you will practice
writing a plan for addressing a problem and measuring success.
Think about what you have learned so far in this module and NC I (if applicable) about
documenting problems so you can share the information with the appropriate person
for approval.
List 5 big ideas you have about how to prepare a great written document that outlines
how you recommend solving a workplace problem.

Let’s refresh our memories. In NC 1 we explored preparing reports and

recommendations. Here are some of the key points:
Preparing Reports and Recommendations
A Recap of NC I
• It is important to know the appropriate person to whom you should present your
report and recommendations.
• Effective reports are clear and concise and are written with the audience in mind •
Some workplaces are formal in their communication, and may have templates for
reports. Many workplaces use email as a communication method, and don’t expect
formal reports except for in particular circumstances.
• The report should contain the following:
o Overview of the situation
o Problem statement
o Description of the root cause and the steps you took to make this
determination
o Recommendations for corrective and preventive actions
o Summary of your action plan
To recall what we covered in NC II, look back to Key Facts 3.2: What is Written
Documentation? and Key Facts 3.4: Recommendations and Decision Making.
Now we will look more at the different types of documents you may encounter or be
expected to write when handling workplace problems and documenting solutions.
📄 Key Facts 3.7: Documenting Workplace Problems and Solutions Routine

workplace problems and their solutions are often documented in writing.
Why Document Problems and Solutions?

Documenting problems helps to:
• Provides a written history of the situation and the solution that can be referenced
in the future
• Improve processes by showing the best way to implement a procedure •
Helps people learn from problems
• Keep supervisors aware of problems with procedures or with the equipment •
Keep a record of equipment maintenance
• Helps minimize risks and maintain consistency and quality

• Shows that an employee was proactive about in handling an issue •
Increases customer and employee satisfaction
Common Forms Documentation of Problems and Solutions
• Email: Short for electronic mail, email is one of the most common forms of
workplace documentation. For relatively brief messages, it is fine to document
your planned solution in an email. Be sure to use your work email account, not
your personal account!
• Briefing Notes: Sometimes you want to include more information than would be
appropriate for an email, but it is still appropriate to be relatively informal.
Briefing notes are a document that quickly and effectively informs a decision
maker about an issue. Bullet points and tables are fine!
• Written Report: In some cases a more formal written report is appropriate. In this
report you present facts about a situation, analyze the problem, and present
your plan for moving forward and measuring success.
• Evaluation Report: Once a solution is put into place, you may need to share an
evaluation report. This document examines whether a product, service, or
process is working, according to a set of standards. In the report, you should
compare your criteria for success with the current outcome.
How to Document a Routine Problem

1. Describe the problem
Provide a brief description of the problem. What will happen if it is not addressed?
2. Explain the context of the problem

Explain what you know from your research. What caused the problem to start?
Who is involved? Who is impacted?
3. Include Visuals
Including visuals helps to improve clarity and readability of your documentation.
Visual documentation may include screenshots, checklists, forms, links, charts or
diagrams. This will provide a clear picture of what the problem is.
4. Describe the Options

Share the options that were considered and how they were analyzed. This could
be an overview of the pros and cons of the options or a ranking or other method.
5. Describe the Solution

Describe the steps that were (or will be) taken to solve the problem. Be specific!

6. Describe the Outcomes
If known, describe what has happened once the solution was put in place. Let’s
Exercise: Documenting Solutions in Different Formats Below is a sample scenario.

Practice writing solutions following the prompts for the scenario.
Don works in a large warehouse and he always wears his safety equipment. His
co-worker, Mike, always forgets his safety equipment. He often asks to borrow
Don’s equipment when Don isn’t using it. Last week, Mike broke Don’s safety
glasses, and yesterday he lost Don’s back belt. Don doesn’t want Mike to get
hurt, but he doesn’t want to loan Mike his equipment. Don reported this
situation to his direct supervisor. His supervisor offered solutions.
Task: If you were the supervisor, document the solutions you will be proposing to Don. Share
this to Don through an email.

Let’s Apply – Mini-Project 7: Documenting a Problem and Solution
Using your output for Mini-Project 5, write an email or a written report documenting the
identified problem and your proposed solution. You should:
• Describe the problem and the outcome you are trying to achieve
• Explain the context
• Include visuals
• Describe the options
• Identify and justify your proposed solution
• Summarize how you will solve the problem, how long it will take, and important
considerations for implementing this action plan (resources, safety, environmental, etc.) •
Describe how you will know if your solution met the objectives
Your instructor will evaluate your work using the following rubric:
Rubric for Mini-Project 7: Documenting a Problem and Solution

Statement Strongly Disagree Agree Strongly
Disagree Agree
1. The problem is described clearly
2. The outcome that should be

achieved when the problem
is solved is described.
3. The list of options is

exhaustive and complete.
4. The explanation for choosing

the best solution is clear and
logical.
5. The chosen solution is the

best and most appropriate.
6. The summary of the plan of

action is realistic and includes
critical considerations.
7. The strategy for evaluating the

solution will sufficiently
measure if the intended
objectives were met.

Write in the space below or attach a printed copy. It is up to you if you send this to your
interviewee.
Sharing is caring
Present your output to a family member, nearby neighbor or a friend. After sharing, ask for
their feedback. Here are some guide questions in the sharing activity. 1. How did you feel
while doing the activity? 2. What makes the activity easy? What makes the activity
difficult? 3. What still needs be done to further improve your output?

☑Performance Criteria Checklist

session. You will speak to your facilitator to:
1. Share your experiences in completing the session 2. Discuss your development
and progress towards the intended skills

YES NO
1. plan how you will implement the solution?
2. implement the solution?
3. outline the steps to evaluate your solution?
4. demonstrate how to make a

document reflecting solutions or
results?



You are now ready for the last session of the module!
SESSION 4: Review and Assessment
Activity 9: Post-Module Learner’s Reflection

Objectives:
✓ Identify what the trainee learned in the module.
✓ Take a Learner’s Reflection
Learner’s Reflection:
Solving/Addressing General Workplace Problems (NC II)
End-of-Module Skills Check
Now that you have reached the end of the module, let us see if you are able to develop the
necessary skills in solving/addressing general workplace problems. Conduct a self-assessment
and complete the table below.
Statements on my experience, knowledge, skills and abilities / Circle Yes or No if you have shown or can
Mga pahayag tungkol sa aking kaalaman, kasanayan at do the statement.
kakayahan
Bilugan ang Oo o Hindi kung naipakita
I can… / Kaya ko nang… o nagawa mo na ang mga pahayag.
Define what a problem is in the context of a workplace/industry / Yes No

Mabigyang-kahulugan ang problema sa konteksto ng lugar ng Oo Hindi
trabaho at industriya
Identify examples of procedural problem areas in a Yes No

workplace/industry / Oo Hindi
Matukoy ang mga halimbawa ng problemang may kaugnayan sa
proseso sa lugar ng trabaho o industriya
Investigate and document a real workplace problem / Yes No

Maimbestigahan at madokumento ang tunay na problemang Oo Hindi
pang‐trabaho.
Identify and analyze potential solutions to routine problems / Yes No

Matukoy ay masuri ang mga potensyal na solusyon sa Oo Hindi
problemang pang‐routine.
Select the best possible solution / Yes No

Makapili ng pinakamainam na solusyon. Oo Hindi
Determine when you can make a decision and when you should Yes No
defer to someone else / Oo Hindi
Matukoy kung kalian nararapat na gumawa ng desisyon para
masolusyonan ang problema o humingi ng tulong sa iba
Statements on my experience, knowledge, skills and abilities / Circle Yes or No if you have shown or can
Mga pahayag tungkol sa aking kaalaman, kasanayan at do the statement.
kakayahan
Bilugan ang Oo o Hindi kung naipakita
I can… / Kaya ko nang… o nagawa mo na ang mga pahayag.
Develop and present recommendations / Yes No

Makagawa at makapaglahad ng rekomendasyon Oo Hindi
Plan how you will implement the solution / Yes No

Makapagplano paano maisasagawa ang solusyon Oo Hindi
Implement the solution / Yes No

Makapagsagawa ng solusyon Oo Hindi
Outline the steps to evaluate your solution / Yes No

Makagawa ng banghay at hakbangin upang suriin ang solusyon. Oo Hindi
Demonstrate how to make a document reflecting solutions or Yes No

results / Oo Hindi
Maipakita kung paano gumawa ng dokumentong naglalaman ng
solusyon at resulta.
Identify routine problems / Yes No

Matukoy ang mga problemang pangkaraniwang nakikita sa lugar Oo Hindi
ng trabaho.
Look for solutions to routine problems / Yes No

Makahanap ng solusyon sa mga problemang pangkaraniwang Oo Hindi
nakikita sa lugar ng trabaho.
Recommend solutions to problems / Yes No

Makapagbigay ng mungkhai para masolusyunan ang mga Oo Hindi
problemang pangkaraniwang nakikita sa lugar ng trabaho

Activity 10: End-of-Module Assessment
Objectives:
✓ Correctly answer the questions pertaining to the concepts discussed in the

module

End-of-Module Assessment
Congratulations for finishing Module 3: Solving/Addressing General Workplace Problems for

National Certificate Level II! At the end of every module you will take a short assessment to see
how much you have learned. It will help you and your teacher identify the knowledge and skills
you know and what still needs reinforcing. The results will not affect your ability to continue in
the program.
Structure of the Assessment: It has a total of 10 questions. Some questions are multiple
choice and some questions are true or false. You should choose only ONE answer for each
question.
Once you have finished answering the questions, note down any clarifications you want to
ask your instructor.
Module 3: Solving/Addressing General Workplace Problems (NC II)

ENGLISH Tagalog
1. Critical thinking skills are a valuable 1. Ang kakayahang makapag-isip

asset for an employee, as nang kritikal ay isang mahalagang
employers typically appreciate kakayahan ng empleyado, dahil sa
candidates who are able to pamamagitan nito ay angkop na
correctly assess a situation and nasusuri ng empleyado ang
come up with a logical resolution. sitwasyon upang makagawa ng
a. True lohikal at tamang hakbang at
b. False solusyon.
a. Tama
b. Mali
2. Which is a critical thinking skill 2. Alin sa mga sumusunod na

helps us process information? kakayahan nakatutulong sa atin sa
a. Communication skills pagproseso ng impormasyon?
b. Creative thinking a. Kakayahang Pang-

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Module 3: Solving and Addressing General Workplace Problems (NC II) Learner’s Handbook Work Readiness Modules on

21st Century Skills | USAID Opportunity 2.0 Program| Philippines Page 2

© 2020 Education Development Center, Inc.

Summary of Learning Outcomes............................................................................................ 5

Module 3: Solving and Addressing General Workplace

“You have a brain and mind of your own. Use it

(Mayroon kang sariling isip. Gamitin mo ito sa paggawa ng

Summary of Learning Outcomes

Upon completion of the module, you will be able to:

✓ L.O. 1 - Identify routine problems

✓ L.O. 2 - Look for solutions to routine problems

✓ L.O. 3 - Recommend solutions to problems

✍Activity 🕒 Recommended Time

2. Describing a Routine Procedural Problem 45-90 minutes

3. Investigating and Documenting Problem Areas 60-90 minutes

 Session 2: Look for Solutions to Routine Problems (L.O. 2)

5. Developing and Presenting Recommendations 30-60 minutes

7. Evaluating Implemented Solutions 45-75 minutes

8. Documenting Problems and Solutions 30-60 minutes

 Session 4: Review and Assessment

10. End of Module Assessment (10-20 minutes)

Total Time 5.75 – 9.75 hours

❑ Mini-Project 1: Routine Problem Identification (Activity 2)

❑ Mini-Project 2: Understanding and Documenting a Real Workplace Problem

❑ Mini-Project 4: Solution Recommendation (Activity 5)

❑ Mini-Project 5: Plan of Action (Activity 6)

❑ Mini-Project 6: Evaluating Solutions (Activity 7)

❑ Mini-Project 7: Documenting a Problem and Solution (Activity 8)

❑ Documenting a Workplace Problem (Activity 3)

❑ Analyzing Pros and Cons of Possible Solutions (Activity 4)

❑ Ranking Potential Solutions (Activity 4)

❑ Who Needs to Know? (Activity 5)

❑ Carlo's Plans and Goals (Activity 6)

❑ How Would you Evaluate This? (Activity 7)

SESSION 1: Identify Routine Problems

1.1 Routine problems or procedural problem areas are identified

1.2 Problems to be investigated are defined and determined

1.3 Current conditions of the problem are identified and documented

 Key Topics and Learning Points 

1. Routine or procedural problems

✶ Documentation is a written description of a procedure or situation.

Activity 1: Introductory Activity & Pre-Module Learner’s Reflection

✓ Review the main concepts of the previous module (Collaboration and

Teamwork) ✓ Appreciate the value of critical thinking and problem-solving skills

✓ Take a Learner’s Reflection

🕒 Recommended Time: 15-30 minutes

We solve problems in our everyday lives, be it in our homes or in the workplace. As we

Define what a problem is in the context of

Identify examples of procedural problem

Investigate and document a real

Identify and analyze potential solutions

Select the best possible solution /

Determine when you can make a decision and

Develop and present

Plan how you will implement the

Implement the solution /

Outline the steps to evaluate your solution /

Demonstrate how to make a

Identify routine problems /

Look for solutions to routine problems /

Recommend solutions to problems /

Activity 2: Describing a Routine Procedural Problem