16 Skills

Feby Caroline Wijaya

7103021071
 COMPLEX PROBLEM
SOLVING: What It Is and
What It Is Not
 Problem Solving
The general problem solver was a computer
software intended to solve all kind of problems
that can be expressed through well-formed
formulas
For example: The goal state for solving the political conflict in the
near-east conflict between Israel and Palestine is not clearly defined
(living in peaceful harmony with each other?) and even if the
conflict parties would agree on a two-state solution, this goal again
leaves many issues unresolved. This type of problem is called a
“complex problem” and is of central importance to this paper. All
psychological processes that occur within individual persons and
deal with the handling of such ill-defined complex problems will be
subsumed under the umbrella term “complex problem solving”
(CPS).
 The Typical Attributes of Complex Systems

1 2 3 4
Complexity Connectivity Dynamics Intransparency

5 Politely
 Complex Problem
Solving
Complex problem solving is a collection of
self-regulated psychological processes and
activities necessary in dynamic environments
to achieve ill-defined goals that cannot be
reached by routine actions.
 How Kepner - Tregoe Can
Improve Your ITIL Processes -
from an ITIL Perspective
Kepner-Tregoe rational Each of the four questions
serves a different purpose:
thinking Clarity & priority, find cause,
make a choice, and manage
risks. They understood that this
is how humans operate. So
around these four fundamental
questions and purposes they
developed four rational
processes as shown in Figure 1:
Situation Appraisal, Problem
Analysis, Decision Analysis,
and Potential Problem
(Opportunity) Analysis.
Problem Management supported by
Kepner-Tregoe

Problem investigation and diagnosis

systematic process for finding
the cause of a deviation.

Problem resolution
systematic process for making a choice. The
process answers the question: "Which course
of action should we take?"
Problem Management supported by
Kepner-Tregoe
Proactive problem Management

as a technique to identify unknown causes

and PPA can be used in proactive Problem
Management to identify preventive and
contingent actions and thereby reduce the
risk of something not going as planned.
Online peer feedback on video
presentations: type of
feedback and improvement of
presentation skills
Topping (1998) already suggested
that providing peer feedback is a
reflective process, which could be
inter- preted as learning by
assessing.

In van Ginkel et al. (2015)

paper they stress the importance of
presentation skills as an outcome of
higher education and present a set of
design principles for the development of
these skills.
 Sumber Materi
Fejfer, T., & Bluehat, P.S.
Dorner, D., & Funke, J. (2017).
(2016). How Kepner-Tregoe
Complex Problem Solving:
can improve your ITIL
What It Is and What It Is Not
processes - from an ITIL
perspective

N. Z. Day. I.. Saab, N., & Admiraal. W.

(2022). Online Peer Feedback on Video
Presentations: Type of Feedback and
Improvement of Presentation Skills
Assessment and Evaluation in Higher
Education
T h a n k
Y o U