English Learning Guide

Competency 1
Unit 4: Problem Solving
Workshop 1
Centro de Servicios Financieros- CSF

Name: Oscar Yesith Hurtado González Cohort: Date:

2468021 18/04/2022
Training program: Technologist in Business Management Instructor: Yeison Alexander Cruz
Forero.

PROBLEM SOLVING
DEFINITION/IDENTIFICATION OF ROOTS-CAUSES/ROLES AND
RESPONSIBILITIES

This workshop attempts to help you improve your knowledge about problem
solving and some general skills a good problem solver has.

Objective: From the development of these activities, you will be able to

understand what a problem is and generate strategies to solve workplace
problems.
1. Work in groups and discuss the following questions:

- In your opinion, what is a problem?

In my opinion, it is the consequence of a bad decision or a bad impulse that leads us to generate said problem.

- Why do you think people have “problems”?

Many times our own ignorance or rebellion leads us to not pay attention to our exterior or our own interior and
that is where we start that own war that we usually wage with others, without measuring consequences.

- What kind of problems do you think exist in a company?

 Superiority can often be humiliating, that is, having a superior position can to underestimate our work or
the effort with which we work.
 Many times they do not listen to our complaints or requests that we make and that can also generate a
problem among the workers themselves.

2. Individual work:
-Answer the quiz: How Good Are You at Solving Problems? Visit
the following web site
-Take a screenshot of your results.
-Read the score interpretation
English Learning Guide
Competency 1
Unit 4: Problem Solving
Workshop 1
Centro de Servicios Financieros- CSF
English Learning Guide
Competency 1
Unit 4: Problem Solving
Workshop 1
Centro de Servicios Financieros- CSF

3. Skills practice: Do the following activities to practice the learnt

vocabulary and English structures.

3.1. Listening Practice: the 5 why’s technique

To solve problems, it is very important to think and reflect about some definitions, the
following concepts help you to have a better understanding of the topic.

Look for the definition of the following words:

Problem:
Analysis:
Root: GC-F -005 V. 01

Role:
English Learning Guide
Competency 1
Unit 4: Problem Solving
Workshop 1
Centro de Servicios Financieros- CSF

Your instructor will introduce to you a short

1
video , https://www.youtube.com/watch?v=SrlYkx41wEE watch it and
answer the questions below:
● Do you know what a strategy is?
● Mention strategies you know to solve problems.
● What is the main objective of the 5 whys technique?
● What steps do you have to follow to do a 5 why’s analysis?
● Did you use this technique before?
● Do you consider this is appropriate for all situations?

Prepare a 5 why’s analysis to a problem from your model company.

Discuss the problem, use the 5 whys techniques, make notes, identify
the root of the problem and set some main ideas such as:
responsibilities and roles and some alternatives to solve the problem.

3.2. Reading Practice: Reading about problem solving skills

Before reading the text, make a list of five skills you consider you have as a
person (Use)

- Teamwork.
- Investigative.
- Critical thinking.
- Empathy.
- Creativity.

The skills of problem solving2

Problem solving requires two distinct types of mental skill, analytical and creative.

Analytical or logical thinking includes skills such as ordering, comparing,

contrasting, evaluating and selecting. It provides a logical framework for problem
solving and helps to select the best alternative from those available by
narrowing down the range of possibilities (a convergent process)… Analytical
thinking often predominates in solving closed problems, where the many
possible causes have to be identified and analyzed to find the real cause.

Creative thinking is a divergent process, using the imagination to create a

large range of ideas for solutions. It requires us to look beyond the obvious,
English Learning Guide
Competency 1
Unit 4: Problem Solving
Workshop 1
Centro de Servicios Financieros- CSF
creating ideas which may, at first, seem

1 Taken from https://www.youtube.com/watch?v=SrlYkx41wEE used by

SENA for academic purposes, exclusively. GC-F -005 V. 01
2 Text adapted from https://www.itseducation.asia/article/the-
skills-of-problem-solving used by SENA for pedagogical purpose,
exclusively.
English Learning Guide
Competency 1
Unit 4: Problem Solving
Workshop 1
Centro de Servicios Financieros- CSF

Unrealistic or have no logical connection with the problem. There is a large

element of creative thinking in solving open problems.

The creative thinking skills can be divided into several key elements:

● fluency - producing many ideas

● Flexibility - producing a broad range of ideas.
● originality - producing uncommon ideas
● Elaboration - developing ideas.

Effective problem solving requires a controlled mixture of analytical and creative thinking.

Research has shown that, in general terms, each side or hemisphere of the brain
is specialized to serve one of these groups of skills. The degree of specialization
of each hemisphere varies from person to person, but it has given rise to the
terms right-brain thinking and left-brain thinking. Left- brain thinking is more
logical and analytical and is predominantly verbal. Right-brain thinking is more
holistic and is concerned with feelings and impressionistic relationships.

To be a good problem solver you need to be able to switch from one group of
skills to the other and back again, although this is not always easy. Traditional
education gives far greater encouragement to the development and use of left-
brain thinking. This is reinforced in the way we are required to work, where
emphasis is placed on rational, logical analysis of data in drawing
conclusions.

Some other terms which are often used in discussions of creativity include:

Intuition - the ability to draw conclusions based on impressions and feelings

rather than hard facts. It is a characteristic of right-brain thinking and some
people rely on it more than others.

Incubation - the period between stopping conscious work on a problem and

the time when we become aware of a solution or part solution. People
struggling with problems often suddenly become aware of a solution after a
period of incubation, during which the mind is occupied by other things.

Invention - the creation of new, meaningful ideas or concepts.

Innovation - putting new ideas or concepts to a practical use, as in the

development of a new product or service.
English Learning Guide
Competency 1
Unit 4: Problem Solving
Workshop 1
Centro de Servicios Financieros- CSF

GC-F -005 V. 01

GC-F -005 V. 01
English Learning Guide
Competency 1
Unit 4: Problem Solving
Workshop 1
Centro de Servicios Financieros- CSF

According to the text complete the following chart, classifying the words that
correspond

Concept Analytical thinking Creative thinking

It is the one that provides a
logical framework for It is one that allows you to use
problem solving and helps to your imagination to create a wide
Definition select the best alternative, range of ideas for solutions, that
that is, it is reasonable and is, it is related to creativity.
reflective thinking.
- Predominant in solving - Resolution of open problems.
closed problems. - They are unrealistic that have
Characteristics - Narrow the range of no logical connection to the
possibilities for problem problem.
solving.
- Sort the problems.
- Evaluate problem - Flexibility.
Skills information. - Elaboration.
- Select solutions on our - Fluency.
knowledge of the problem.
Right-brain thinking deals with
Left brain thinking is more impressionistic feelings and
Brain hemisphere logical and analytical. relationships (you'll be given to
be creative).

Read the text again and answer the following questions, share your answers with the
class.

What is the difference between closed and open problems?

Closed problems are essentially those that have a unique solution. Open problems, on the other
hand, are those that have several possible answers.

According to the article, what is a good problem solver?

Analytical thinking is the best since it creates a logical framework which helps to make better
decisions.

What role should education play in the development and use of left-brain thinking?

We could say that the left side has much more positive resources and is less sensitive to negative
thoughts and situations. It is more concrete and is able to analyze things from a more objective
English Learning Guide
Competency 1
Unit 4: Problem Solving
Workshop 1
Centro de Servicios Financieros- CSF

perspective. On the other hand, the right hemisphere is much more emotional and creative.
The right cerebral hemisphere controls movements on the left side on the body. Depending on its
severity, a stroke affecting the right cerebral hemisphere can cause functional loss or affect motor
skills on the left side of the body.

3.3. Writing Practice: proposing alternatives to

solve a problem Part 1: Read the following

problem3

Lawrence has just gotten a promotion at work. He is a team manager for a group
of six employees. Lawrence really wants to be a success in his new job, but his
group isn’t really a team. Two of the people in his group don’t like each other and
argue a lot. There is one team member who talks all the time and another one
who never says a word. The team members are from six different countries, and
two of the countries they come from don’t get along. Lawrence doesn’t know
what to do.

Part 2: Write down at least three solutions to the problem

Solution 1: Lawrence should look for a way to improve their communication,

listening to every aspect and idea everyone has about every project. Then,
analyze points they have in common.

3 Taken from https://calpro-online.org/documents/Prob%20Solv GC-F -005 V. 01

%20Handout.pdf used by SENA for academic purposes, exclusively.

English Learning Guide
Competency 1
Unit 4: Problem Solving
Workshop 1
Centro de Servicios Financieros- CSF

Solution 2: He has to know why those do two people don’t like each other, trying
to persuade them realizing that formal and job time is needed to act professionally
as well as possible.

Solution 3: Also, he should let the others know that coming from different
countries may help to improve something or somehow in the organization.

Part 3: Design a survey in which, with the help of your classmates, you
are going to find out the best solution to the problem.

You can use the following template

Participant number:

Proposed Strongly Agree Neither Disagree Strongly

solutions agree 4 agree 2 disagree
5 nor 1
Solution 1:
Solution 2:
Solution 3:
Solution 4:
3.4. Speaking Practice: carrying

out a survey Part 1: Carry out the

survey.

-Ask, to at least nine classmates, what they think about the solutions you
proposed. Use the previous template.
-Consolidate the results, you can use the following chart
P=Participant
S=Solution
SC=Score
P1 2 3 4 5 6 7 8 9 P10 P11 Total

S1 SC SC SC SC SC SC SC SC SC SC SC

S2 SC SC SC SC SC SC SC SC SC SC SC

S3 SC SC SC SC SC SC SC SC SC SC SC

S4 SC SC SC SC SC SC SC SC SC SC SC
English Learning Guide
Competency 1
Unit 4: Problem Solving
Workshop 1
Centro de Servicios Financieros- CSF

Ask and answer your partner questions about the solutions suggested.
Make notes in the given chart.
GC-F -005 V. 01
Part 2: Make an oral report to the class.

GC-F -005 V. 01
English Learning Guide
Competency 1
Unit 4: Problem Solving
Workshop 1
Centro de Servicios Financieros- CSF
You will talk about the best solution to the problem and the reasons that
support it. You can use a Power Point Presentation to support your report.

4. Extension activities: the extension activities will help you improve your
performance in the topics. You need to reach at least five hours of
practice on your own.

For practicing the English structure (Past Simple), visit:

https://www.myenglishpages.com/site_php_files/grammar-lesson-simple-
past.php https://en.islcollective.com/video-lessons/job-interview-20-
irregular-verbs-past-simple
http://www.ompersonal.com.ar/ELEMENTARY/unit16/page3.htm

For practicing the English structure (Adverbs of Frequency), visit

https://learnenglishteens.britishcouncil.org/grammar/beginner-grammar/
adverbs-frequency

For practicing the English structure (Modals), visit

http://www.learnenglish-online.com/grammar/modals/ad
vice.html

For more about the 5 whys, visit:

https://www.youtube.com/watch?
v=zvkYFZUsBnw
https://www.youtube.com/watch?
v=SckACO-pzoM