1. THE ART OF PROBLEM SOLVING A Process for Finding Solutions THE ART OF PROBLEM SOLVING A Process for Finding Solutions 1© NLRC

2. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Course Objectives Learn a problem-solving approach Review conditions for solving problems How we should think about problems Learn to identify issues Review a process for solving problems Discuss essential attitudes and behaviors Understand communication and conflict ©NLRC2

3. THE ART OF PROBLEM SOLVING A Process for Finding Solutions “Problems are opportunities for growth or catalysts for failure—we make the choice.” – Anonymous 3©NLRC

4. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Math Problem The math teacher walked into the classroom with a big smile on her face. She had just graded a recent math test and was pleased that over 93% of the class passed. Before returning the exam to the students, the teacher presented the class with the following problem: One- fourth of the class received an “A” on the exam. One-third of those who received an “A” got 100% of the problems correct. How many students got an “A”? How many students received 100%? What fraction of the total students received 100%? What percent of the students received 100%? There are 36 students in the class. 4©NLRC

5. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Math Problem Solving Process What is the actual problem asking? How many students got an “A”, how many got 100%, fraction of total that got 100%, percent of total that got 100%. What do you know? There are 36 students. One-fourth of all students got an “A”. One-third of all students who got an “A” received 100% on their exam. The teacher is female. She is smiling. Seven percent did not pass the class. What is unknown? How many got an “A”, how many got 100%, fraction that got 100%, percent that got 100%. How many students received a B, C, D or failed. What information is relevant? 36 students, 1/4 got an “A”, 1/3 of all “A’s” received 100%. What information is not relevant? Smiling teacher, % who did not get an “A”, 93% passed, it’s a math class. 5©NLRC

6. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Math Problem Solving Process Solution: One-fourth of 36 students tells us how many students got an “A” (1/4 * 36 = 9) Solution: One-third of “A” students received 100% on their exam (1/3 * 9 = 3) Solution: Three students out of 36 received 100% (3/36 = 1/12 of all students received 100%) Solution: We can determine the percent of a fraction by dividing the top number by the bottom number. The fraction 1/12 equals 1 ÷ 12 or 0.083. Solution: Change a number to a percent by moving the decimal two spaces to the right. 0.083 equals 8.3%. 8.3% of all students who took the exam answered every question correctly. (The received 100%). 6©NLRC

7. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Water Mains The city has 1257 miles of water mains; 60% of the mains are over 80 years old with a life cycle of approximately 50 years and are beginning to fail. Main breaks have grown from 5 per year to 17 per year, costing the city millions in repair bills, but many breaks are not in the older pipes. Due to budget limits, there is insufficient funding for large scale inspection or renovation, so targeting potential problem areas for repair seems logical. So far, however, there is no pattern for water main breaks in just the older pipes, but system-wide breaks are becoming more frequent and are causing more damage than ever. What would you do? 7©NLRC

8. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Think it Through 8©NLRC What do you know? What are the unknowns? What information is relevant? What information is not relevant? What other information do you need? Solve the problem.

9. THE ART OF PROBLEM SOLVING A Process for Finding Solutions General Conditions for Effective Problem Solving Interest in exploring the issue Passion for data & choices Passion for improvement Willingness to talk openly about the issue/data Belief that different views are vital to good decisions 9©NLRC

10. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Practical Reminders Remain calm Don’t get overwhelmed Think positively Be creative Use resources Stick with it! 10©NLRC

11. THE ART OF PROBLEM SOLVING A Process for Finding Solutions 11©NLRC Problems/ Challenges 1.7. 2.8. 3.9. 4.10. 5.12. 6.13.

12. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Issues Identification INTERNALEXTERNAL TANGIBLEINTANGIBLETANGIBLEINTANGIBLE ©NLRC12

13. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Nature of the problem? Why is this a problem? Consequences if not solved? Probability? Live with consequences? Next Steps Thinking about Problems 13©NLRC

14. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Personal Problem Solving Issue exploration Passion for data and choices Talk openly about experiences Willing and able to listen Honest feelings vs. Conflict 14©NLRC

15. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Problem-Solving Process Define the Problem Analyze Potential Causes Identify Potential Solutions Select the Best Options Develop an Action Plan Implement Solution and Evaluate Progress 15©NLRC

16. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Required Attitudes & Behaviors Ability to use “I” statements – responsibility Discipline to stay on task Clear, honest discussion – who, what, when, where, why, & how Ability to paraphrase Willingness to openly state personal preferences Skill in separating fact from fiction Ability to identify & discuss feelings Low levels of defensiveness 16©NLRC

17. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Willingness to listen – consider all views Commitment to find best answer/ solution Low level of competitiveness Sufficient self esteem to say no Ability to find mutually supported options Patience and tolerance Curiosity to find answers using everyone’s ideas 17©NLRC Required Attitudes & Behaviors

18. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Problem-Solving Checklist Is this truly a problem? Do I have more than one solution? What other choices are possible? Choices I can’t live with? Eliminated impossible choices? Choices other side won’t accept? Eliminated unacceptable choices? Do I still have more than one option? 18©NLRC

19. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Problem-Solving Checklist Can I create additional solutions? Which solution meets my needs? Will this solution be acceptable to others? What will make the solution acceptable? Will other choices work? Am I ready to present my first choice? Is anything else needed? 19©NLRC

20. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Communication and Conflict Humans interpret reality Celebrate diversity Don’t discount the simple solution Conflict happens Two different responses Reactionary Controlled Personality styles Need to interact, solve problems, resolve conflict 20©NLRC

21. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Ten Criteria for Effective Problem Solving 1.Clearly defined problem or issue 2.Agreement on our responsibility to decide 3.Agreement on process and procedures 4.Clarity about our level of authority to recommend or decide 5.Open, honest communication 21©NLRC

22. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Ten Criteria for Effective Problem Solving 6.Adequate data & information 7.Method for achieving consensus 8.Appropriate team size and representation 9.A system of building buy-in & ownership 10.Commitment from management to carry out solution 22©NLRC

23. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Team Problem Solving Rules of Conduct Open participation encouraged No criticism allowed – no ‘discounting’ Equal time for all Teasing is discouraged if it has an edge All ideas & people are respected Different styles respected Timelines are maintained No interruptions No cross-talk (discussions while another is speaking) 23©NLRC

24. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Remember, it is not WHO is right…but WHAT is right that matters. This is where you work – what you do is important, but the problems are solvable, so relax! 24©NLRC

25. THE ART OF PROBLEM SOLVING A Process for Finding Solutions Summary Use a process for effective problem solving Remain calm; problems were made to be solved Identify the issues Issue statement: “So what?” Have the right attitudes and skills Conflict is good What is right ©NLRC25