grp probsolvfacv3 gsw

Group Problem Solving and Facilitation

Gemini Skills Workshop

July 1998

- 2 -GrpProbSolvFac v3.ppt

Gemini Consulting Limited • Proprietary and Confidential

Contents

• Group problem solving

• Problem solving/team building (PS/TB) approach

• Facilitation skills and the facilitator role



Why Use Groups for Problem Solving?

• Collective experience is more powerful than individual experience

• Building on the ideas and knowledge of other creates positive synergy

• Efficiency and productivity are enhanced

• Group interactions ensure face-to-face interaction of all involved parties resulting in more effective communication

• Creates automatic ownership of solutions for those involved.



What is Effective Group Problem Solving?

A planned and informed attack on a problem which is conducted in a cooperative manner and draws out the

collective best from the assembled resources to achieve the best resolution of the problem through an action plan

that has the commitment of the implementors

A planned and informed attack on a problem which is conducted in a cooperative manner and draws out the

collective best from the assembled resources to achieve the best resolution of the problem through an action plan

that has the commitment of the implementors



Key steps in the problem solving process

1. Determine criteria

2. Determine decision process

Implement Solution

Follow-upand

Measure

Determine Decision

Criteria

Evaluate Solutions

Identify Solutions

InvestigateCauses

ClarifyProblem

1. Determine what we know and what we don’t

2. Gather information

3. Identify constraints

4. Determine if you should proceed

1. Measure expected benefits

2. Collect feedback

3. Incorporate feedback into ongoing work

1. Identify possible causes

2. Design tests

3. Perform tests

4. Determine causes or re-test

5. Determine to proceed

1. Determine solution approach

2. Develop solutions

1. Compare with decision criteria

2. Decide on solution(s)

3. Validate

1. Prepare action plans

2. Prepare follow-up plan and measures

3. Implement

There are many variations of this process, but these are the basic steps you should follow.

There are many variations of this process, but these are the basic steps you should follow.

PS/TB Approach



What Is PS/TB?

– Structured approach

– Iterative participative process

– Team building experience

– GETS RESULTS—SOLVES PROBLEMS!



7-Step Team-Building/Problem-Solving Approach

1. Headline the problem

2. Provide background

3. Generate ideas

4. Select ideas

5. Get benefits/concerns

6. Work critical concerns

7. Get action plan/next steps



PS/TB: Problem Statement

HEADLINE THE PROBLEM

GET ACTION PLAN/ NEXT STEPS

GET BENEFITS/ CONCERNS

SELECT IDEAS

GENERATE IDEAS

PROVIDE BACKGROUND

WORK CRITICAL CONCERNS

– Initial statement of: problem, task, opportunity and challenge

– Must be concise and accurate

– Should be action oriented, "How to”Problem

Statement



PS/TB: Background

– Additional information

– Clarification, definitions

– Constraints

– What we tried before (and the outcomes)

– Motivating statements

Background



Problem Solving/Team Building Flow



3. Generate ideas

4. Select ideas


6. Work critical conditions



3. Generate ideas

4. Select ideas





3. Generate ideas

4. Select ideas





3. Generate ideas

4. Select ideas



7. Get action plan/next steps7. Get action plan/next steps

None

Yes

None



PS/TB: “Where to eat tonight?”

Problem Statement: • H2 identify and make plans needed for my wife and I to eat dinner out this evening

• Don’t want to cook

• Ate Chinese last night

• Don’t want to drive more than 30 minutes

1. Herr Gruber’s German Restaurant

2. McDonalds

3. Chi-Chi’s Mexican Restaurant

4. Madame Frenchy’s French Foods

5. Guiseppi’s Italian Cuisine

6. The Backfin Seafood Restaurant

Background:

Idea Generation/Restaurant:



PS/TB: “Where to Eat Tonight” (cont.)

Concerns:

Benefits of the Selected Idea:

Selection:

ID Critical Concerns:

6. The Backfin

+ 10 minutes away

+ New place

+ Recommended by friends (great swordfish!)

- IWIK how much it cost

- H2 get specified directions

- H2 deal with my wife’s allergy to fish

- IWIK if there were a table available this evening

- H2 deal with my wife’s allergy to fish



PS/TB: “Where to Eat Tonight?” (cont.)

Idea Generation:

Background:

(New) Problem Statement:

• H2 deal with my wife’s allergy to fish

• If even she smell fish, she throws up

1. Oxygen tent

2. Gas mask

3. Fumigate the building

Killer concern



PS/TB: “Where to Eat Tonight?” (cont.)

Concerns:

Benefits of the Selected Idea:

Make New Selection:Restaurant

ID Critical Concerns:

• Chi-Chi’s Mexican Restaurant

+ 12 minutes away

+ Allergies no problem

+ Good past experiences

+ Great margaritas!

- H2 know if there’s a table available with less than a 30 minute wait

- No reservations

- None

Action Plan: - Plan to leave for Chi-Chi's at 5:00 p.m. tonight (to avoid the dinner rush)

Facilitation



Good Facilitation Skills Apply in Many Meeting Situations

Source: How to Lead Work Teams: Facilitation Skills, Fran Rees.

Leader is responsiblefor decision making

FacilitatingControlling

80%20%

80%20%

50%

50%

Team members andleader shareresponsibility fordecision making

•Facilitating Leader’s Role:

– Listen– Ask questions– Direct group process– Coach– Teach– Build consensus– Share in goal setting– Share in decision making– Empower others to get things done

Controlling Leader’s Role:

• Tell• Sell• Direct• Decide• Delegate• Solve problems• Set goals• Use authority to get things done



Good Facilitation Includes Specific Behavioral Skills

– Ask open ended questions

– Positively respond to contributions from the group

– Ask for more specific examples

– Redirect comments or questions to other group members

– Avoid stating your opinion while facilitating

– Paraphrase for clarity and understanding

– Role model and encourage good meeting behaviors



Meeting Roles: Facilitator

– Guides the process

– Make it “safe” for everyone to participate

– Records group ideas and decisions

– Monitors time contract

– Brings team back on-track when needed

– Helps headline and clarify ideas

– Aids team performance

– Provides feedback



The Group Memory: Flipchart Recordings

– Helps the group focus

– Provides instant record of meeting content

– Encourages participation

– “Depersonalizes” ideas

– Increases sense of accomplishment



Meeting Roles: Client/ Team Leader

– “Owns” the meeting—sets the objectives

– Determines the participants

– Provides support, information, and resources

– Sets the tone

– Encourages creativity

– Makes decisions



Meeting Behavior: The Leader Sets the Tone

– Demand serious preparation, attention, and effort

– Set high—but reasonable, achievable expectations

– Speak in terms of “we” instead of “I”

– Make the team realize that the task is important



Meeting Roles: Resource/ Team Member

– Generates ideas and recommendations

– Adheres to the agenda

– Practices good meeting behaviors

– Completes assigned tasks

– Participates actively

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