Problem Solving course

Problem Solving

Problems are challenges that provide opportunities for us to help ourselves and others meet needs. Self-esteem is directly related to our belief and confidence in our own problem solving abilities. Having a clearly defined problem solving process will help you successfully and consistently meet the challenges you and your customers face.

Upon completion of this course you will be able to:

Know the hazards of not using a standardized problem solving process
Use a standardized problem solving model to assure consistent and effective problem resolutions
Know which problems can be solved and which cannot - and what to do with the insolvable
help find the root cause of the symptoms or "presenting problem"
Understand the value in solving "presenting problems" with insolvable underlying causes
Use a cost/value ratio in selecting solutions and implementing plans
Know when solutions developed to solve one problem actually create another problem
Know the critical role 'active listening skills" play in getting an acceptable solutions
Use a problem solving work sheet when dealing with complex problems
Track problems encountered, root causes, agreed upon solutions and action plans, and pass them on to management for planning future problem prevention strategies

Course Content

Hazards of Not Having a problem Solving Process

Jumping to conclusions
Not getting enough of the right information
Attempting to solve problems which are beyond our control
Solving one problem and creating another

Problem Solving Process

Separate the issues
Analyze the "presenting problem"
Set the solution objective
Identify the criteria for a successful solution
Develop optional solutions that meet the criteria
Select the best solution
Plan and implement

Course Length: 4 to 6 Hours

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