- Master a powerful seven-step problem solving process
- Learn how to identify the ‘root cause’ of a problem
- Acquire strategies for building consensus
Overview
This highly interactive two-day course provides an insight into creative thinking strategies and problem solving tools and techniques. The training provides practical help to enable professional people to grasp the mindset of an expert problem solver. The training is based on applying Neuro Linguistic Programming (NLP) techniques to the problem solving process. During the course, discoveries will be made as to how to consistently get to the heart of an issue and generate high quality solutions to resolve the root cause of a problem. It will also build self-confidence when conducting problem-solving meetings.
Learning objectives
- Gain an insight into the golden rules of successful problem solving
- Understand the difference between ‘conversations for possibility’ and ‘conversations for action’ when solving problems
- Acquire a ‘toolbox’ of tried and tested tools for ‘root cause analysis’
- Discover a simple yet powerful seven-step method for solving a problem in an efficient and effective way
- Master an elegant approach to facilitating a problem solving meeting
Who should attend?
All professional people who want to acquire a methodical and professional approach to solving problems, issues and challenges.
Day 1
The inner game of problem solving
The phrase the ‘inner game’ is a term borrowed from sports psychology. It is a reference to the fact that what is going on inside a person’s head (their state of mind) is crucial to good performance. Here we consider the role perception and beliefs of people who are excellent at influencing others.
- Examining your current beliefs
- Reviewing expert beliefs
- Making changes that you feel are appropriate for you
Exercise: applying the ‘affirmation’ technique
Day 1 (cont)
Key concepts in problem solving
Looking at the concepts that underpin the problem solving theory.
- What is a problem?
- Closed ended Vs open ended problems
- Frame size
- Systems approaches
- Creative approaches
- Common mistakes
- The rational method
Group exercise: applying the theory to current work practice
Day 1 (cont)
Focused problem solving system™ and managing a problem solving meeting
The Focused problem solving system™ is a logical step-by-step guide to problem solving and decision-making. It asks us to adopt a structured seven-step approach to dealing with a problem. When run in a meeting format there are an additional set of tools and techniques to ensure that ((i) there is active participation from the people present (ii) a high degree of consensus is achieved and (iii) the time is managed well.
- The seven steps of the Focused problem solving system™
- Data squares and decision matrixes
- Control the environment
- Formulate the problem
- Define the process
- Establish visual control
- ‘Bringing in’ & sharing the pen
- Summarising, testing understanding and checking for commitment
Group exercise: running a series of problem solving meetings
Day 2
Formulate the problem
In this part of the course we consider the preparatory steps that need to be taken in order to formulate a problem in depth.
- Describe the problem by listing the symptoms that are occurring
- Is the problem open or closed?
- Go/No go?
- Get into the ‘right’ frame of mind to take action
- Do I need to buy time?
- Outcome definition; what specifically do I want to see when the problem is solved?
Pairs exercises: defining a problem thoroughly
Day 2 (cont)
Organise data collection
How to get the facts as they relate to the problem in question.
- Mapping the areas to research
- Planning the investigation
- Acquiring and analysing the data
- Operational definitions
- Data collection tools
Pairs exercises: designing a data collection tool
Day 2 (cont)
Clarify the root cause
Tracking down the root cause means that we use our processed data to work out what has caused the symptoms to occur.
- Is/is not table
- Identifying Key distinctions
- Finding the probable cause
- Testing the probable cause
Pairs exercises: root cause anaylsis case study
Day 2 (cont)
Uncover Options
Having identified the likely root cause of the problem the next step is to suspend judgement and list the various possible alternative solutions or methods of solution.
- Brainstorming
- Metaphor Analysis
- Meta planning
- Logical levels diagrams
Exercise: role play to uncover options
Day 2 (cont)
Select an option
Selecting an option involves us in deciding which of the possible courses of action we have identified should be acted upon. This can be done through the use of a decision matrix.
- Absolute criteria
- Desirable criteria
- Scoring and ranking schemes
Exercise: case study to develop a decision matrix
Evaluate the risks
Risk assessment is about considering the things that could go wrong with a given approach before it is put into action, then taking preventative and protective action.
- Six step risk assessment process
Exercise: case study to assess risks
Day 2 (cont)
Decide next steps
Once the ‘solution’ to the problem has been agreed upon and the possible risks have been identified the final step is to implement the decision.
- Identifying actions
- Monitoring results
- Standardising implementation across sites & departments
Exercise: case study on identifying actions
Feedback
Feedback is based upon peer review using Boulden assessment checklists. Completing the assessment checklists is not only valuable to the people involved in a given case study, it also helps those completing them to gain an in-depth understanding of the building blocks that make up an effective problem solving approach.
Remote Training
All of our workshops can be delivered as Remote Training via e-learning modules plus Zoom based virtual workshops. Please see our Virtual Training page for more information.
