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 unsolvable
• help find the root cause of the symptoms or "presenting problem"
• Understand the value in solving "presenting problems" with unsolvable 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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