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Problem Solving andDeision Maing



COPYRIGHT

All rigts reserved worldwide under $nternational and PanAmerianoyrigt agreementsamp No art of tis doument an be reroduedstored in a retrieval system or transmitted in any form or by any

means eletroni meanial otooying reording or oterwisewitout te rior written ermission of (elsoft Training Materials $namp

Courseware Version 30



TABLE OF CONTENTS

Session One Course Overview 1

Session Two Defnitions2

De)ning Problem Solving and Deision Maing Problem $denti)ation +igt ssentials to De)ning a Problem-Problem Solving in Ation

Session Three Making Decisions9

at it Means 0 Tyes of Deisions 12Fats vsamp $nformation 11DeisionMaing Tras 1+

Session our etting ea1$

Session ive The roampe Soving Mo(e1)

Model 3verview 1Real Problems 1Pase 3ne +Pase Two 4Pase Tree

Session Si Case Stu(+30

Session Seven The roampe Soving Tookit33

Te 5asi Tools ++ Te Fisbone +6Degrees of Suort +7Creative Tining Metods +

5rainstorming and 5rainwriting -+More Metods --

Session ight -sirinia

Deision $nformation -4$ndividual Ation Stes -7

Session ine Swotting )

S3T Analysis -$ndividual Analysis 42

Session Ten Making oo( rou Decisions1

oring Toward te Deision 41

Avoiding Fatal Mistaes 44Session even -na+ing an( Seecting Soutions$

Seleting Criteria 46Creating a Cost5ene)t Analysis 47

Session Tweve anning an( Organiing9

$ntrodution 40FollowU Analysis 62valuate 61



Adat Close and Celebrate 6

ersona -ction an$3

ecoen(e( ea(ing 4ist$

Course vauation$



Problem Solving and Deision Maing

Session One Course Overview

Course Overview

e mae deisions and solve roblems ontinuallyamp e start maingdeisions before we even get out of bed 8sall $ get u now or not9ampSometimes we will ave made as many as 42 deisions by te time weleave for woramp Desite all te natural deision maing tat goes on and teroblem solving we do some eole are very unomfortable wit aving tomae deisionsamp ou may now someone wo as a ard time maingdeisions about wat to eat never mind te internal wrestling tey gotroug in order to tae on maltor deisions at woramp

=iewise wegtve robably all looed at a solution to someting and said $ould ave tougt of tatamp Te ey to )nding reative solutions is not ltust

reativity altoug tat will ertainly elamp Te answer rests in our ability toidentify otions resear tem and ten ut tings togeter in a way tatworsamp aving a roess to wor troug an tae te anBiety out of roblemsolving and mae deisions easieramp Tatgts wat tis twoday worso is allaboutamp

Learning Objeives

At te end of tis worso you will be able too Aly roblem solving stes and toolso Analyze information to learly desribe roblemso $dentify aroriate solutionso Tin reatively and be a ontributing member of a roblem solving

teamo Selet te best aroa for maing deisionso Create a lan for imlementing evaluating and following u on

deisionso Avoid ommon deisionmaing mistaes

Persona Objeives

983209 22421 (elsoft Training Materials $namp

1




Session Two e$niions

De)ning Problem Solving and Deision Maing

at sei)ally is a roblem9 A roblem an be a mystery a uzzle anunsettled matter a situation reuiring a solution or an issue involvingunertainty tat needs to be dealt witamp ou are dealing wit roblems everydayamp

ile doing some resear on roblem solving we found some interestingargumentsamp Tere are uotes attributed to diEerent eole tat say verydiEerent tings about roblemsamp

Aber Einsein is uoted as saying tat if e ad an our to save te world

e would send )fty)ve minutes de)ning te roblem and only )ve minutes)nding te solutionamp ile eole ave argued wit insteingts numbers teoint is tat a roblem needs to be roerly de)ned before you an ome uwit a solution tat is wort imlementing and deals wit te roblemadeuatelyamp

Problems an be lassi)ed in tree wayso Problems tat ave already aenedo Problems tat lie aeado Problems you want to revent from aening

Tere are tree ways to aroa roblemso ou an stall or delay until a deision is no longer neessary or until

te roblem as beome even greaterampo ou an mae a sna deision oE te to of your ead wit little to

no tining or logiampo ou an use a rofessional aroa and solve roblems based on

sound deisionmaing ratiesamp

Tinamp o so(eone )ou ampnow wo is a grea robe( sover+ esribee rais araerisis an- beaviors a (aampe e( a goo-robe( sover+





Problem $denti)ation

Te )rst and most imortant undertaing of your roblem solving eEortsneeds to be de)ning te roblemamp ou annot wor on someting if you dongttnow wat it isamp ou ave to resist te tendeny to start woring on teroblem as soon as you now one eBists and instead develo anunderstanding of weter we are addressing te roblem or merely asymtom of itamp

e sould go after te roblem rater tan atta symtomsamp Tis way wean reate iger uality solutions tat in turn will eliminate or redue tesymtomsamp As well tis will resolve te roblem mu more easily tan wenyou atta te surfae onlyamp Most imortantly yougtll also now tat you are

taing on a wortwile roblemamp

Can )ou inamp o an ea(e o wen so(eone ooampe- a es)(o(s insea- o e roo o a robe( 0a aene-


+




igt ssentials to De)ning a Problem

Altoug we mae deisions all te time some deisions ome easier tan

otersamp Te )rst ste is to de)ne te roblem learlyamp e ave eigtsuggestions to el you do tis as easily eiently and eEetively asossibleamp

Rerase e Probe(

Sometimes wat we want to see is not wat oter eole seeamp en te bosssees rodution dro and e tells is team to wor arder egts not liely tosee mu of a resultamp egts telling eole wat to do for is bene)t and tatdoes very little to engage eoleamp $nstead e ould rerase te roblemand as eole wat tey feel onnets tem to teir woramp e an tae aninterest and as wat tey an do to mae teir ltobs easier or mae worroesses more eientamp $n tis way e engages eole )nds out wat ouldbe droing teir rodution and an ome u wit solutions instead of ltusttelling eole to be more rodutiveamp

$f you ave a ard time wit wordsmiting grab a ditionary and tesaurus8or loo at online versions and lay wit your roblem statement byanging it several timesamp Start wit one word or sort rasesamp $f you dongttenltoy word games very mu or feel yourself struggling as for el from aolleague or friendamp

eregts an eBamleamp $f te roblem seems lie 3ur sales are dereasingstart relaing words to beome learer about watgts going on

o 3ur maret sare is dereasingampo 3ur new sales are te same as last yearampo Reeat sales ave dereased 16G over last yearampo 3ur outgoing sales all volume as inreased 1Gampo 3ur inoming omlaint alls ave inreased Gamp

5y doing tis tye of rewording you an narrow tings down and determinetat te real roblem isngtt tat your sales team is negleting teir wor or

needs more trainingamp Te roblem aears to be tat reeat sales are downand orrelating wit tat is an inrease in omlaintsamp Finding out wy will beyour neBt steamp

Eose an- Caenge Assu(ions

e assume a lotamp $tgts uman natureamp Unfortunately assumtions an reallyinterfere wit getting an aurate roblem statementamp


-




$f you ull u to te gas ums you migt assume tat you an buy regularmidgrade or remium gasamp And yet wen you ull u to a rural station andtere is only one otion 8regular for your ar wi usually gets remiumyou ave to deide weter you ave enoug fuel left to mae it to te neBt

gas stationamp

en de)ning your roblem write a list and inlude as many assumtionsyou an tin of eseially te obvious onesamp Tis els to larify teroblemamp Ten test ea assumtion and )nd out if some of tem areatually wrong or if you imosed tem on yourselfamp

3ne ommon assumtion is to say egtve never done it tat way so wewongtt be allowed to do it in te futureamp

1se Fas

Sometimes we see a roblem and ltust want to ltum in and )B itamp oweverwe are also generally resonsible for tings lie time and money so itgtsimortant tat we loo at te details and determine wat te roblem reallyisamp $f a roblem is too vague it migt not even be serious enoug to warrantsolvingamp Find te data you need to de)ne te roblemamp $f you an draw aiture or a gra do soamp As uestions and gater information tat onestlydesribes te roblem so tat you an get sei) about itamp

ougtre always late is a very vague statement of a roblemamp ougtve beenlate tree days in a row is sei)amp it straigtforward roblems lie tis

one you will )nd tat de)ning te roblem and bringing it to te oterersongts attention will often resolve itamp Tere are very few eole wo willontinue to allenge te suervisor one tey demonstrate an awareness of te late beavior being reeatedamp

Grow Your Tinamping

Problems are often related to oter roblemsamp Tey an be a small element of a larger issue so tis element of roblem de)nition inludes onsidering teroblem as art of someting largeramp To do tis you mae te roblem more

generalamp

As uestions su aso atgts tis onneted to9o at is tis an eBamle of9o ere ave we seen tis before9


4




=everaging te word lay we used earlier relae sei) words wit moregeneral onesamp 5udget beomes )nanes oe des beomesfurniture mouse beomes estamp

Srinamp Your Environ(en Te(orari)

Sine ea roblem is liely made u of smaller roblems one way to )gureout te issue is to slit it into smaller ieesamp Tis allows you to onsidersei) detailsamp Tis will el you gain an understanding of te biggerroblem as well as te eEet tat te smaller roblems ave on oneanoteramp

Srining your environment is very eEetive wen you ave a roblem tatis overwelmingamp $t allows you to fous on someting tangibleamp ou an againuse word lay to great bene)t ere using words tat are more aurate inteir de)nitionamp (eile beomes taBi or aramp 5udget beomes our

deartmentgts budget and ten our deartmentgts travel budgetamp

Praie 2uie Perseives

Altoug te roblem may be very lear from were you are looing rigtnow tat may not be te ase from everyone elsegts ersetiveamp $f our salesare dereasing we may tin itgts beause our sales team is not beingeEetive but maybe our ometition as droed teir rie and added afeature to teir rodut tat maes tem more aealing tan we areamp

Rewrite te roblem from several diEerent ersetivesamp ow does yourustomer loo at tis roblem9 at about your sales team9 our ourier9Add ersetives for eole in diEerent rolesamp ow would your souse seetis9 A former teaer9 A loal business assoiation9 Te eole at te afHdown te street9

Turn i 1si-e own

3ne owerful ersetive is de)ning your roblem is to loo at it from tereverse diretionamp $f you want more of someting )gure out wat you getless of as a resultamp $nvestigate wat aens to derease sales or to sell

fewer roduts or to lose more gamesamp $f you feel tat sending an emloyeeto a onferene is too eBensive onsider wat aens wen you do sendtemamp

Cange your ersetive and onsider tings from angles you ad not yetonsidered and onsider te onseuenesamp at about setting u a barebones rodut tat does not ave all te same elements as te fany oneseole are buying from your ometition9


6




Fra(e e Probe( Purose) an- Posiive)

Tis is someting we borrow from goal settingamp 3ur brains will fous on tingstat are ositive and eBitingamp ven more eEetive is to reframe wat youtin as te roblem into a ositive and engaging uestion5 beause oursubonsious loves to onder uestions and will start woring on temimmediately even if we dongtt tin wegtre tining about itamp For eBamleinstead of tining e need our emloyees to uit smoing beausesmoers are driving u osts of our bene)t lan try ow an weenourage our emloyees to live long ealty lives and live to be ayeole9


7




Su((ar)

en you an desribe te roblem learly te solution often resents itselfampowever failure to identify te roblem roerly an send you oE )Bing

tings tat may not ever resolve te atual roblemamp Dongtt reate a situationwere you are looing at te same roblem tree monts from nowI usetese eigt essential elements in your favoramp





Problem Solving in Ation

Probe( One Your i-3s eaer as o sa) a )our eenager

as been ae arriving o soo ever) -a) is weeamp+

Probe( Two Coeagues are eaving eir -ir) -ises in eampien a woramp+


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Persona Aion Pan

I a( area-) -oing ese ings we

I wan o i(rove ese areas

I ave ese resoures o e (e

As a resu o wa Iave earne- in isworampso I a( goingo4

2) arge-ae is4

I wi ampnow Iavesuee-e-wen4

I wi oowu wi()se on4

Reo((en-e- Rea-ing Lis

Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp


1




5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp

Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp

Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues

Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp

Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp

(anLundy Artur 5amp etting to nnovation AMAC3M 227amp


1




Course Evauaion

Dear Trainee

e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp

Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt

A Bi Abou You 5Oiona6

Name

Position

Do you want to be ontated about yourtraining eBeriene9

$f so lease rovide your teleone

number andor email addressamp


1




Genera Evauaion

Srong

)isagree

isag

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Neu

ra

Agr

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Srong

)Agree

3verall te training sessionwas ig ualityamp

Te ourse overed tematerial $ eBetedamp

Tis training will be bene)ialto me in te erformane of

my ltobamp

$ ad lenty of oortunities toratie wat $ learnedamp

Te ourse gave me sei)ideas and tools to imlementin my worlaeamp

Te trainer was rofessionalwellreared and

nowledgeable about tetois at andamp

Te training faility was welleuied and omfortableamp

3verall tis ourse was wortmy time and moneyamp

Fina Tougs

I a oeague was going o aampe is worampso wa wou- )ou ee(

I )ou ou- ange one ing abou is ourse wa wou- i be


1




0a was e (os i(oran ing a )ou earne- o-a)

o )ou ave an)ing ese o sare

1



COPYRIGHT

All rigts reserved worldwide under $nternational and PanAmerianoyrigt agreementsamp No art of tis doument an be reroduedstored in a retrieval system or transmitted in any form or by any

means eletroni meanial otooying reording or oterwisewitout te rior written ermission of (elsoft Training Materials $namp

Courseware Version 30



TABLE OF CONTENTS


























ersona -ction an$3


Course vauation$





Course Overview




Learning Objeives




Persona Objeives


1


























+







Rerase e Probe(










-





gas stationamp



1se Fas




Grow Your Tinamping


generalamp



4












Turn i 1si-e own





6







7




Su((ar)












0




Persona Aion Pan





2) arge-ae is4






1











1




Course Evauaion

Dear Trainee


Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt


Name

Position





1




Genera Evauaion

Srong

)isagree

isag

ree

Neu

ra

Agr

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my ltobamp







Fina Tougs




1






1



TABLE OF CONTENTS


























ersona -ction an$3


Course vauation$





Course Overview




Learning Objeives




Persona Objeives


1


























+







Rerase e Probe(










-





gas stationamp



1se Fas




Grow Your Tinamping


generalamp



4












Turn i 1si-e own





6







7




Su((ar)












0




Persona Aion Pan





2) arge-ae is4






1











1




Course Evauaion

Dear Trainee


Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt


Name

Position





1




Genera Evauaion

Srong

)isagree

isag

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Neu

ra

Agr

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Srong

)Agree




my ltobamp







Fina Tougs




1






1




ersona -ction an$3


Course vauation$





Course Overview




Learning Objeives




Persona Objeives


1


























+







Rerase e Probe(










-





gas stationamp



1se Fas




Grow Your Tinamping


generalamp



4












Turn i 1si-e own





6







7




Su((ar)












0




Persona Aion Pan





2) arge-ae is4






1











1




Course Evauaion

Dear Trainee


Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt


Name

Position





1




Genera Evauaion

Srong

)isagree

isag

ree

Neu

ra

Agr

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)Agree




my ltobamp







Fina Tougs




1






1





Course Overview




Learning Objeives




Persona Objeives


1


























+







Rerase e Probe(










-





gas stationamp



1se Fas




Grow Your Tinamping


generalamp



4












Turn i 1si-e own





6







7




Su((ar)












0




Persona Aion Pan





2) arge-ae is4






1











1




Course Evauaion

Dear Trainee


Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt


Name

Position





1




Genera Evauaion

Srong

)isagree

isag

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Neu

ra

Agr

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Srong

)Agree




my ltobamp







Fina Tougs




1






1


























+







Rerase e Probe(










-





gas stationamp



1se Fas




Grow Your Tinamping


generalamp



4












Turn i 1si-e own





6







7




Su((ar)












0




Persona Aion Pan





2) arge-ae is4






1











1




Course Evauaion

Dear Trainee


Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt


Name

Position





1




Genera Evauaion

Srong

)isagree

isag

ree

Neu

ra

Agr

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Srong

)Agree




my ltobamp







Fina Tougs




1






1







Rerase e Probe(










-





gas stationamp



1se Fas




Grow Your Tinamping


generalamp



4












Turn i 1si-e own





6







7




Su((ar)












0




Persona Aion Pan





2) arge-ae is4






1











1




Course Evauaion

Dear Trainee


Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt


Name

Position





1




Genera Evauaion

Srong

)isagree

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my ltobamp







Fina Tougs




1






1





gas stationamp



1se Fas




Grow Your Tinamping


generalamp



4












Turn i 1si-e own





6







7




Su((ar)












0




Persona Aion Pan





2) arge-ae is4






1











1




Course Evauaion

Dear Trainee


Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt


Name

Position





1




Genera Evauaion

Srong

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my ltobamp







Fina Tougs




1






1












Turn i 1si-e own





6







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Su((ar)












0




Persona Aion Pan





2) arge-ae is4






1











1




Course Evauaion

Dear Trainee


Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt


Name

Position





1




Genera Evauaion

Srong

)isagree

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my ltobamp







Fina Tougs




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1







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Persona Aion Pan





2) arge-ae is4






1











1




Course Evauaion

Dear Trainee


Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt


Name

Position





1




Genera Evauaion

Srong

)isagree

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my ltobamp







Fina Tougs




1






1




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Persona Aion Pan





2) arge-ae is4






1











1




Course Evauaion

Dear Trainee


Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt


Name

Position





1




Genera Evauaion

Srong

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my ltobamp







Fina Tougs




1






1









0




Persona Aion Pan





2) arge-ae is4






1











1




Course Evauaion

Dear Trainee


Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt


Name

Position





1




Genera Evauaion

Srong

)isagree

isag

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Neu

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Agr

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Srong

)Agree




my ltobamp







Fina Tougs




1






1




Persona Aion Pan





2) arge-ae is4






1











1




Course Evauaion

Dear Trainee


Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt


Name

Position





1




Genera Evauaion

Srong

)isagree

isag

ree

Neu

ra

Agr

ee

Srong

)Agree




my ltobamp







Fina Tougs




1






1











1




Course Evauaion

Dear Trainee


Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt


Name

Position





1




Genera Evauaion

Srong

)isagree

isag

ree

Neu

ra

Agr

ee

Srong

)Agree




my ltobamp







Fina Tougs




1






1




Course Evauaion

Dear Trainee


Tan you

our Training Team

Genera Inor(aion

0orampso Inor(aion

Name oforso

=oation ofCourse

Course =engt


Name

Position





1




Genera Evauaion

Srong

)isagree

isag

ree

Neu

ra

Agr

ee

Srong

)Agree




my ltobamp







Fina Tougs




1






1




Genera Evauaion

Srong

)isagree

isag

ree

Neu

ra

Agr

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Srong

)Agree




my ltobamp







Fina Tougs




1






1






1

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