ANALYSING & RESOLVING PROBLEMS
A Workbook for
Human Resource Management and Development Specialists
(c) Len Holmes, 1987/ 1996
continued ...
How did you get on with the exercise? Do you think you would have dealt with the problem successfully?
There are of course a variety of ways in which you might tackle such a problem, but let us look at some GENERAL PRINCIPLES which would apply. What are the characteristics we might expect to see in a solution to a problem?
The following general characteristics should apply to any effective attempt to resolve a problem:
1. The problem should first be clarified and defined.
2. The facts of the situation should be gathered before establishing the cause.
3. Alternative solutions should be identified before making a decision.
4. Alternative decisions should be assessed against criteria set for a successful decision.
5. Plans for implementation should include careful consideration of time, sequence, potential problems, resources required.
How does your approach to the problem match against this list? Most people find, when they stop to look seriously at how they tackle problems, that they tend to be rather weak in one or two of these areas. For example, someone may tend to rush into making a decision about the action to be taken before clarifying the problem. So in the case above, they may start walking home straight away (without checking whether of not the friend has found the purse/wallet, etc). Or someone might (having decided that the wallet/purse must be at the friend's flat) start to walk back to the flat, without checking the facts eg by telephoning first, and also without considering alternatives eg asking the friend to drive down with the purse/wallet.
Of course, this is only a hypothetical case and somewhat simple (unless it happens to you!). The types of problems in organisations which training staff often have to examine can be much more complex. But to help consolidate the general principles outlined above, spend a few minutes now looking at the case of the lost wallet/purse and your approach to it.
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Exercise :
Consider how you tackled the problem and identify where your own approach may have been improved. Jot down whatever notes help you. |
We'll then go on to look at those principles in more detail. You can then use the problem in you own organsation, which you identified earlier, to apply the principles.