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

2. 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.

3. 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.)

4. 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

5. 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.

6. 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.

7. 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.

8. 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.

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