1. 31511232/0904 © Business & Legal Reports, Inc. BLR’s Training Presentations Creative Problem-Solving

2. 31511232/0904 © Business & Legal Reports, Inc. Goals Understand the important role problem- solving plays in your job Know the basic steps in the problem- solving process Be able to apply a variety of techniques to solve the problems you face on the job

3. 31511232/0904 © Business & Legal Reports, Inc. Problems Are a Fact of Life at Work Function of your job Problems related to a variety of issues Problem-solving skills Proactive approach

4. 31511232/0904 © Business & Legal Reports, Inc. Get Others Involved In Problem-Solving Get other perspectives Build on others’ ideas Tap into the ingenuity of your employees Delegate problem- solving responsibility

5. 31511232/0904 © Business & Legal Reports, Inc. The Impact of Input on Problem-Solving: Exercise New ideas? Potential solutions? Associations? Value of input from others?

6. 31511232/0904 © Business & Legal Reports, Inc. Step 1: Identify and Define Problems Identify Observe Summarize Stick to facts Questions to ask

7. 31511232/0904 © Business & Legal Reports, Inc. Step 2: Prioritize Problems Trivial vs. significant Important vs. urgent Routine vs. unusual Explore consequences of not solving

8. 31511232/0904 © Business & Legal Reports, Inc. Step 3: Gather Information Obtain all relevant facts Talk to people familiar with the problem Look for potential causes Determine the extent of the problem Check for multiple or related problems

9. 31511232/0904 © Business & Legal Reports, Inc. Step 4: Generate Possible Solutions Ask “what if” questions Draw on previous experience Brainstorm many solutions Explore all options

10. 31511232/0904 © Business & Legal Reports, Inc. Thinking Outside the Box: Exercise Connect the numbers using four lines 147258369147258369

11. 31511232/0904 © Business & Legal Reports, Inc. 147258369147258369 Thinking Outside the Box: Exercise (cont.) Solution start end

12. 31511232/0904 © Business & Legal Reports, Inc. Thinking Outside the Box: Exercise (cont.) Connect the numbers using three lines 147258369147258369

13. 31511232/0904 © Business & Legal Reports, Inc. 147 258 36 9 Thinking Outside the Box: Exercise (cont.) start end Solution

14. 31511232/0904 © Business & Legal Reports, Inc. Step 5: Select an Option and Implement It Consider the consequences Pare down your list Test your solution Present your solution to all involved parties Monitor closely during implementation Document the problem and the solution

15. 31511232/0904 © Business & Legal Reports, Inc. Step 6: Follow Up And Encourage Feedback Verify that the problem has been resolved Determine the long-term effectiveness of your solution Think about how to avoid similar problems Listen to feedback from those affected by the solution Evaluate the need for adjustment

16. 31511232/0904 © Business & Legal Reports, Inc. Ask Why Five Times Question #1 Question #2 Question #3 Question #4 Question #5

17. 31511232/0904 © Business & Legal Reports, Inc. Ask Why Five Times: Exercise Problem summary Five questions and five answers Results

18. 31511232/0904 © Business & Legal Reports, Inc. Problem Reversal Flip the question Opposite thinking Start with a solution

19. 31511232/0904 © Business & Legal Reports, Inc. Visual Approaches Picture the problem Fishbone diagrams Flowcharts Spider diagrams Frequency charts Relationship diagrams

20. 31511232/0904 © Business & Legal Reports, Inc. More Helpful Techniques Analogies Reframing the problem Brainstorming Break the problem into smaller parts

21. 31511232/0904 © Business & Legal Reports, Inc. More Helpful Techniques (cont.) Look for the simplest solution Sleep on it Put it in the back of your mind Take a walk

22. 31511232/0904 © Business & Legal Reports, Inc. Roadblocks to Creative Problem-Solving Assumptions Rushing Fear of making a mistake

23. 31511232/0904 © Business & Legal Reports, Inc. Roadblocks to Creative Problem Solving (cont.) Being too logical Denial Giving up Lack of confidence

24. 31511232/0904 © Business & Legal Reports, Inc. Creative Problem-Solving: Exercise The problem The solution

25. 31511232/0904 © Business & Legal Reports, Inc. Solving Recurring Problems What is the real problem? How often does it occur? How bad is it? When does it occur?

26. 31511232/0904 © Business & Legal Reports, Inc. Solving Recurring Problems (cont.) Where does it occur? Who is involved? What information do you have? What additional/alternative steps must you take?

27. 31511232/0904 © Business & Legal Reports, Inc. Review: FIXIT Focus your attention and observe with an open mind Identify the real problem EXamine the details Invent a solution Test your solution

28. 31511232/0904 © Business & Legal Reports, Inc. Goals Understand the important role problem- solving plays in your job Know the basic steps in the problem- solving process Be able to apply a variety of techniques effectively to solve the problems you face on the job

29. 31511232/0904 © Business & Legal Reports, Inc. Summary Problem-solving is an important part of your job The skill with which you solve work-related problems has a direct impact on your effectiveness and career success By taking a step-by-step approach to problem- solving and applying a variety of effective techniques, you can quickly and effectively solve any work problem

30. 31511232/0904 © Business & Legal Reports, Inc. Summary (cont.) Be sure to take advantage of the ingenuity of your employees and colleagues by enlisting their help to solve difficult problems on the job

31. 31511232/0904 © Business & Legal Reports, Inc. Quiz 1.The first step in the problem-solving process is to prioritize problems.True or False 2.Name three questions you can ask to help define a problem. 3.Identify three methods you can use to prioritize problems. 4.When you gather information about a problem, it is helpful to talk to people familiar with the problem or similar problems. True or False

32. 31511232/0904 © Business & Legal Reports, Inc. Quiz (cont.) 5. When you get to the point of generating possible solutions, it’s a good idea to ask _______ questions. 6.Once you have implemented a solution, the problem-solving process is complete. True or False 7.Briefly describe how the Ask Why Five Times technique works. 8.Identify three other problem-solving techniques discussed during the session.

33. 31511232/0904 © Business & Legal Reports, Inc. Quiz (cont.) 9.Name three roadblocks to creative problem- solving. 10.List three questions you should ask when faced with a recurring problem.

34. 31511232/0904 © Business & Legal Reports, Inc. Quiz Answers 1.False. The first step is to identify and define problems. You can’t prioritize until you know what the problems are. 2.Questions to ask that can help you define a problem include: What is actually going on? When is the problem occurring? Where is the problem cropping up? Who is involved? Why is this problem occurring? How is it occurring?

35. 31511232/0904 © Business & Legal Reports, Inc. Quiz Answers (cont.) 3.To prioritize you can sort problems according to whether they are trivial or significant, important or urgent, or routine or unusual. You can also explore the consequences of not solving the problem. If the consequences are insignificant, the priority is low 4.True. Talking to people familiar with the problem is helpful. 5. When you get to the point of generating possible solutions, it’s a good idea to ask what if questions.

36. 31511232/0904 © Business & Legal Reports, Inc. Quiz Answers (cont.) 6.False. There is a final step: follow up and encourage feedback. 7.Whenever you’re faced with a problem on the job, you must ask why. Once you’ve answered that question, you ask another, related question and answer it—and so on until you’ve asked and answered at least five questions to get to the root of the problem.

37. 31511232/0904 © Business & Legal Reports, Inc. Quiz Answers (cont.) 8.Other techniques include using visual aids, problem reversal, drawing analogies, reframing the problem, brainstorming, breaking the problem down into smaller parts, looking for the simplest solution first, sleeping on a problem, putting it in the back of your mind, and taking a walk. 9.Roadblocks to creative problem-solving include assumptions, rushing, fear of making a mistake, being too logical, denial, giving up, and lack of confidence.

38. 31511232/0904 © Business & Legal Reports, Inc. Quiz Answers (cont.) 10.When faced with a recurring problem, ask: What is the real problem? How often does it occur? How bad is it? When does it occur (and when doesn’t it)? Where does it occur? Who is involved? What information do you have about the problem? What additional or alternative steps must you take to solve the problem permanently?