THE ART OF PROBLEM SOLVINGA Process for Finding SolutionsTHE ART OF PROBLEM SOLVINGA Process for Finding Solutions
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Course Objectives
• Learn a problem-solving approach• Review conditions for solving problems• How we should think about problems• Learn to identify issues• Review a process for solving problems• Discuss essential attitudes and behaviors• Understand communication and conflict
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
“Problems are opportunities for growth or catalysts for failure—we make the choice.”
– Anonymous
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Math Problem
The math teacher walked into the classroom with a big smile on her face. She had just graded a recent math test and was pleased that over 93% of the class passed. Before returning the exam to the students, the teacher presented the class with the following problem: One-fourth of the class received an “A” on the exam. One-third of those who received an “A” got 100% of the problems correct. How many students got an “A”? How many students received 100%? What fraction of the total students received 100%? What percent of the students received 100%? There are 36 students in the class.
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Math Problem Solving ProcessWhat is the actual problem asking? How many students got an “A”, how many got 100%, fraction of total that got 100%, percent of total that got 100%. What do you know? There are 36 students. One-fourth of all students got an “A”. One-third of all students who got an “A” received 100% on their exam. The teacher is female. She is smiling. Seven percent did not pass the class. What is unknown? How many got an “A”, how many got 100%, fraction that got 100%, percent that got 100%. How many students received a B, C, D or failed . What information is relevant? 36 students, 1/4 got an “A”, 1/3 of all “A’s” received 100%. What information is not relevant? Smiling teacher, % who did not get an “A”, 93% passed, it’s a math class. 5©NLRC
THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Math Problem Solving Process
Solution: One-fourth of 36 students tells us how many students got an “A” (1/4 * 36 = 9)
Solution: One-third of “A” students received 100% on their exam (1/3 * 9 = 3) Solution: Three students out of 36 received 100% (3/36 = 1/12 of all students received
100%)
Solution: We can determine the percent of a fraction by dividing the top number by the bottom number. The fraction 1/12 equals 1 ÷ 12 or 0.083.
Solution: Change a number to a percent by moving the decimal two spaces to the right. 0.083 equals 8.3%. 8.3% of all students who took the exam answered every question correctly. (The received 100%).
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Water Mains
The city has 1257 miles of water mains; 60% of the mains are over 80 years old with a life cycle of approximately 50 years and are beginning to fail. Main breaks have grown from 5 per year to 17 per year, costing the city millions in repair bills, but many breaks are not in the older pipes. Due to budget limits, there is insufficient funding for large scale inspection or renovation, so targeting potential problem areas for repair seems logical. So far, however, there is no pattern for water main breaks in just the older pipes, but system-wide breaks are becoming more frequent and are causing more damage than ever. What would you do?
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Think it Through
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What do you know?
What are the unknowns?
What information is relevant?
What information is not relevant?
What other information do you
need?
Solve the problem.
THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
General Conditions for Effective Problem Solving
• Interest in exploring the issue• Passion for data & choices• Passion for improvement• Willingness to talk openly about the issue/data• Belief that different views are vital to good decisions
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Practical Reminders
• Remain calm• Don’t get overwhelmed• Think positively• Be creative• Use resources• Stick with it!
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
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Problems/ Challenges
1. 7.
2. 8.
3. 9.
4. 10.
5. 12.
6. 13.
THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Issues Identification
INTERNAL EXTERNAL
TANGIBLE INTANGIBLE TANGIBLE INTANGIBLE
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Nature of the problem?
Why is this a problem?
Consequences if not solved?
Probability?
Live with consequences?
Next Steps
Thinking about Problems
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Personal Problem Solving
• Issue exploration• Passion for data and choices• Talk openly about experiences• Willing and able to listen• Honest feelings vs. Conflict
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Problem-Solving Process
Define the Problem
Analyze Potential Causes
Identify Potential Solutions
Select the Best
Options
Develop an Action Plan
Implement Solution and
Evaluate Progress
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Required Attitudes & Behaviors• Ability to use “I” statements – responsibility• Discipline to stay on task• Clear, honest discussion – who, what, when,
where, why, & how• Ability to paraphrase• Willingness to openly state personal preferences• Skill in separating fact from fiction• Ability to identify & discuss feelings• Low levels of defensiveness
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
• Willingness to listen – consider all views• Commitment to find best answer/ solution• Low level of competitiveness• Sufficient self esteem to say no• Ability to find mutually supported options• Patience and tolerance• Curiosity to find answers using everyone’s ideas
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Required Attitudes & Behaviors
THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Problem-Solving Checklist
• Is this truly a problem?• Do I have more than one solution?• What other choices are possible?• Choices I can’t live with?• Eliminated impossible choices?• Choices other side won’t accept?• Eliminated unacceptable choices?• Do I still have more than one option?
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Problem-Solving Checklist
• Can I create additional solutions?• Which solution meets my needs?• Will this solution be acceptable to
others?• What will make the solution
acceptable?• Will other choices work?• Am I ready to present my first choice?• Is anything else needed?
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Communication and Conflict• Humans interpret reality• Celebrate diversity• Don’t discount the simple
solution• Conflict happens• Two different responses• Reactionary• Controlled• Personality styles• Need to interact, solve
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Ten Criteria for Effective Problem Solving
1. Clearly defined problem or issue 2. Agreement on our responsibility
to decide3. Agreement on process and
procedures4. Clarity about our level of
authority to recommend or decide
5. Open, honest communication
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Ten Criteria for Effective Problem Solving
6. Adequate data & information7. Method for achieving consensus8. Appropriate team size and
representation9. A system of building buy-in &
ownership10. Commitment from management to
carry out solution
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Team Problem Solving Rules of Conduct
• Open participation encouraged• No criticism allowed – no ‘discounting’• Equal time for all• Teasing is discouraged if it has an edge• All ideas & people are respected• Different styles respected• Timelines are maintained• No interruptions• No cross-talk (discussions while another is speaking)
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Remember, it is not WHO is right…but WHAT is right that matters. This is where you work – what you do is
important, but the problems are solvable, so relax!
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THE ART OF PROBLEM SOLVINGA Process for Finding Solutions
Summary
• Use a process for effective problem solving• Remain calm; problems were made to be solved• Identify the issues• Issue statement: “So what?”• Have the right attitudes and skills• Conflict is good• What is right
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