mgmt

1. PROBLEM IDENTIFICATION,
RESOLUTION, AND DECISION MAKING
Module 6

2. SOLVING PROBLEMS AND DECISION
MAKING
• Problem solving is the communication that analyzes the problem in
detail before decision making.
• Decision making is the communication that results in a choice.

3. WHAT ARE DECISION-MAKING SKILLS?
• Task Skills
- Problem recognition and framing, inference drawing, idea generation,
argument
• Relational Skills
- - Leadership, climate building, conflict management
• Procedural Skills
- - Planning, Process enactment

4. DECISION-MAKING PROCESS
Decision- act of making a choice or coming to a solution
Risk- element of danger
Precaution- action taken to prevent or decrease the element of risk in an
event
Consequence- result of an action

5. 7 STEPS TO PROBLEM SOLVING
PROCESS

6. STEP 1
Identify the issues
Be clear about what the problem is.
Perception is a key factor- everyone has their own opinion.

7. STEP 2
Understand everyone’s interest
Critical step- time for listening – omit personalities
Interests are the needs that you want satisfied by any given solution.
Best solution is one that satisfies everyone’s interest.

8. STEP 3
List possible solutions
creative brainstorming

9. STEP 4
Evaluate the options
What are the pro’s and con’s?
Select an option or options.
Is there an option or a variety of options that can be used together to get a
solution.

10. STEP 6
Document the agreement(s)
Don’t relay on your memory
Putting it on paper allows a more detailed thought process.

11. STEP 7
Agree on contingencies, monitoring, and
evaluation.
Change occurs, be prepared
Create chances to monitor compliance and follow up
You may have to do one step more than once.
Always use a disciplined problem solving process

12. BLOCKS TO PROBLEM-SOLVING
Fear of failure
Tunnel vision
Over seriousness
Over certainty
Binding customs
Fear of the unknown
Command Pressure

13. WORKS CITED
• CRInfo:
http://v4.crinfo.org/browse.jsp?nid=2221
• Pacific Business News:
http://pacific.bizjournals.com/pacific/stories/1999/12/20/smallb2.html?t
=printable
• Tim Hicks, Innovation Network:
http://www.thinksmart.com/articles/7steps.html