Handout 3: Problem solving PowerPoint presentation Unit 240 (M&L 2): Develop working relationships with colleagues Handout 3: Problem solving

Reasons for communicating problems help, advice and support from others allows for replanning no big shocks later save yourself stress. No matter how organised you are, there are always likely to be problems that occur and need to be dealt with. Unless a problem can be solved immediately with adjustments only to your own workload, it is important to keep others informed. Whilst it may be tempting not to own up to a problem, particularly if it is through your own doing, the reasons for doing so are: Help, advice and support from others in particular your manager will be able to delegate to other colleagues if necessary Allows for replanning the rest of the team or those relying on you will have advance warning and make their own adjustments No big shocks later there are no big shocks in store when the problem is finally discovered Save yourself stress by communicating the problem, it is often possible to put it into perspective and save yourself unnecessary stress and worry.

breakdown in systems or procedures communication problems Types of problem equipment failure staff sickness supplier problems breakdown in systems or procedures communication problems the specification for the work is altered/widened other people not fulfilling their commitments work has not been completed to specification and has to be redone constant distractions and interruptions unforeseen. (Unforeseen could be weather, industrial action, break-ins.)

Category of problem Problems are: minor or major. It may be that you are able to solve minor problems yourself without involving anyone else, eg you receive information you have been waiting for later than expected and have to work late in order to complete your own part of the job

Possible methods for resolving minor problems replanning/reprioritising own work gaining the support of others identifying a solution and seeking permission to implement it referring the problem on.

Major problems Major problems can be identified as they typically: affect more than one person have a financial impact demand serious replanning to meet targets. Major problems should be notified to the appropriate person.

Limits of authority You need to be clear about the limits of your own authority in finding solutions to problems. Your limit of authority is what you can do without having to ask the permission of someone more senior. You should be able to identify procedures for referring problems and to whom they should be referred.

A problem should certainly be referred if the solution will cost money or affect many others it will impact seriously on the overall target there is no apparent solution there is a security, health or safety risk the solution is outside the your scope of authority.

Solve problems In summary, to solve problems you will need to understand the problem identify the cause discuss possible solutions solve the problem.