1. Chapter 11
Problem
Solving

2. Objectives Explain the four stages of problem solving
Describe the red / green modes of problem solving
Identify the different roles a facilitator or manager plays during the problem-solving process
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
11 -1

3. …Objectives Learn how to facilitate a problem-solving meeting
Explain Six Sigma and Appreciative Inquiry
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
11 -2

4. Historical Shift From solely managerial problem solving
Managerial and team problem solving to
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
11 -3

5. Problem-Solving Dialectics Green/Red Modes
Divergence
“Believing”
Expansion
Convergence
“Doubting”
Contraction
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
11 -4

6. Stages in Kolb’s Problem-Solving Model
Situation Analysis
Problem Analysis
Solution Analysis
Implementation Analysis
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
11 -5

7. Characteristics of Problem Solving
Not a logical, linear process
Alternating wavelike expansions and contractions
Outward movement => gather and consider alternatives, information, and ideas
Inward movement => focus, evaluate and decide
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
11 -6

8. Kolb’s Problem-Solving Model Implementation Analysis
Situation Analysis
Problem Analysis
Solution Analysis
Implementation Analysis
Expansion
Green
Mode
Mind-set
Valuing
Information
Gathering
Idea
Getting
Participation
Problem as Given
Problem Chosen
Problem Defined
Solution Chosen
Solution Implemented
Contraction
Red
Mode
Mind-set
Priority Setting
Problem Definition
Decision Making
Planning
Leader
Detective
Inventor
Coordinator
Manager
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
11 -7

9. Effective Problem Solving
Requires balanced attention to each of the four stages and
equal emphasis on and mind-sets
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
11 -8

10. Structured Vs. Unstructured Problems
Structured problems are repetitive and routine, and definite procedures are developed for dealing with them
Unstructured problems are novel and not covered by ready-made procedures because they occur infrequently
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
11 -9

11. Brainstorming - Defined
Brainstorming is the generation of as wide a
range of potential solutions as possible
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
11 -10

12. Six Sigma - Defined Six Sigma is a problem-solving approach
that utilizes statistical methods to remove
obstacles and create processes that lead to
high-quality products and processes
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
11 -11

13. DMAIC – Basic Six Sigma Formula
Define
Measure
Analyze
Improve
Control
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
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14. Appreciative Inquiry - Defined
Appreciative inquiry is the study and
exploration of what gives life to human
systems when they function at their best
Rather than seeking to fix problem
deficits, AI focuses on what’s already
positive and strengthens it
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
11 -13

15. Appreciative Inquiry 4D Cycle
Dream
Discover
Design
Destiny
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
11 -14

16. Cultural Differences and Problem Solving
Cultures vary in the way they define problems, gather information, and solve problems
These dimensions impact problem solving:
Locus of control
Individualism vs. Collectivism
High vs. Low Context
Orientation towards time
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
11 -15