PROBLEM SOLVING SKILLS

5.1. Problem solving

5.1.1. What is problem-solving
Problem-solving is both an ability and a process. As an ability, problem-solving can aid in
resolving issues faced in different environments like home, school, abroad, and social situations,
among others. As a process, problem-solving involves a series of steps for finding solutions to
questions or concerns that arise throughout life.
Problem-solving allows you to identify problems and find solutions to solve problems. This
process begins with analysing complex situations. You then assess different options and make
informed decisions to address the issues.
5.1.2. The importance of problem-solving for managers
Managers deal with problems regularly, whether supervising a staff of two or 100. When
people solve problems quickly and effectively, workplaces can benefit in a number of ways. These
include:
 Greater creativity
 Higher productivity
 Increased job fulfillment
 Satisfied clients or customers
 Better cooperation and cohesion
 Improved environments for employees and customers
5.1.3. Steps in problem solving process
Effective problem-solving involves five essential steps. The steps to solving problems in this
model include: identifying that there is a problem; defining the goals you hope to achieve,
exploring potential potential solutions, choosing a solution, acting on it, and looking at (or
evaluating) the outcome.
1. Identify a problem and root out its cause
To solve a problem, you must first admit that one exists to then find its root cause. Finding
the cause of the problem may involve asking questions like:
 Can the problem be solved?
 How big of a problem is it?
 Why do I think the problem is occurring?
 What are some things I know about the situation?
 What are some things I don't know about the situation?
 Are there any people who contributed to the problem?
 Are there materials or processes that contributed to the problem?
 Are there any patterns I can identify?

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2. Define the goals you hope to achieve
Every problem is different. The goals you hope to achieve when problem-solving depend on
the scope of the problem. Some examples of goals you might set include:
 Gather as much factual information as possible.
 Brainstorm many different strategies to come up with the best one.
 Be flexible when considering other viewpoints.
 Articulate clearly and encourage questions, so everyone involved is on the same page.
 Be open to other strategies if the chosen strategy doesn't work.
 Stay positive throughout the process.

3. Explore potential solutions

Once you've defined the goals you hope to achieve when problem-solving, it's time to start
the process. This involves steps that often include fact-finding, brainstorming, prioritizing solutions,
and assessing the cost of top solutions in terms of time, labor, and money.
4. Choose a solution and act on it
Evaluate the pros and cons of each potential solution, and choose the one most likely to solve
the problem within your given budget, abilities, and resources. Once you choose a solution, it's
important to make a commitment and see it through. Draw up a plan of action for implementation,
and share it with all involved parties clearly and effectively, both verbally and in writing. Make sure
everyone understands their role for a successful conclusion.
5. Look at (or evaluate) the outcome
Evaluation offers insights into your current situation and future problem-solving. When
evaluating the outcome, ask yourself questions like:
 Did the solution work?
 Will this solution work for other problems?
 Were there any changes you would have made?
 Would another solution have worked better?

5.2. Problem solving skills

5.2.1. What is problem solving skills
When employers talk about problem solving skills, they are often referring to the ability to
handle difficult or unexpected situations in the workplace as well as complex business challenges.

Organizations rely on people who can assess both kinds of situations and calmly identify
solutions. Problem-solving skills are traits that enable you to do that. While problem-solving skills
are valued by employers, they are also highly useful in other areas of life like relationship-building
and day-to-day decision-making.

5.2.2. The important of problem-solving skills

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 Problem solving skills are important in every career at every level. As a result, effective
problem-solving may also require industry or job-specific technical skills. For example, a registered
nurse will need active listening and communication skills when interacting with patients but will
also need effective technical knowledge related to diseases and medications. In many cases, a nurse
will need to know when to consult a doctor regarding a patient’s medical needs as part of the
solution.

Problem solving skills help you determine the source of a problem and find an effective
solution. Although problem-solving is often identified as its own separate skill, there are other
related skills that contribute to this ability.

It's important to highlight your problem-solving skills because employers generally want to
hire candidates who can work independently, which requires them to self-resolve challenges that
arise during the workday. Also, good problem-solvers are often adaptive and capable of addressing
difficulties in various situations - another quality that appeals to many employers.
Inquisitiveness is an oft-overlooked problem-solving skill, though it's essential for addressing
a lot of the problems you're likely to face in any work environment. Having the curiosity or the
initiative to ask questions about a problematic situation is the first part of identifying a challenge
and then identifying a solution. Also, being able to ask the right questions the ones that are directly
relevant to the situation and conducive to resolution shows that you're knowledgeable about the
procedure or situation associated with a problem.
5.2.3. Problem Solving Skills
Problem-solving encompasses a range of competencies and soft skills.
1. Analytical Thinking
Analytical thinking involves breaking down complex problems into smaller tasks. It involves
examining data and making logical conclusions. Analytical skills are highly regarded as a core
skill by many employers.
In a workplace setting, this skill proves important when assessing financial data. It helps
identify cost-saving opportunities and optimise budget allocations.
This skill plays a crucial role when evaluating customer feedback. It assists in gaining
relevant information to enhance products and services. This ultimately boosts customer satisfaction
and loyalty.
2. Analysis
The first step to solving any problem to analyze the situation. Your analytical skills will help
you understand problems and effectively develop solutions. You will also need analytical skills
during research to help distinguish between effective and ineffective solutions.

As a manager, you'll solve each problem by assessing the situation first. Then, you’ll use
analytical skills to distinguish between ineffective and effective solutions.
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 This skill enables you to analyse information and make judgments based on evidence. It
plays a pivotal role in problem-solving and helps solve complex issues systematically.
In professional settings, this skill set is valuable when assessing market trends. It aids in
studying data and patterns to use the insights for smart business decisions.
The skill also helps when evaluating project proposals. It enables thorough assessment,
helping teams make informed decisions and choose the most promising ventures.
3. Decision-Making
Decision-making is picking the best option to solve problems effectively. It requires you to
choose the most viable solution among your identified alternatives.
In a professional role, such as a project manager, you might assess many software solutions.
This skill is key when choosing what best suits your team's needs and budget.
The skill set is valuable when choosing between various marketing strategies. You assess the
available options, weigh their impact on sales, and make informed decisions to drive successful
campaigns.
Ultimately, you will need to make a decision about how to solve problems that arise. At
times and with industry experience) you may be able to make a decision quickly. Solid research and
analytical skills can help those who have less experience in their field. There may also be times
when it is appropriate to take some time to craft a solution or escalate the issue to someone more
capable of solving it.

4. Research Skills
Research skills involve gathering information and using it to make crucial decisions. These
skills are vital in solving problems, offering the foundation for informed decisions. It also helps in
root cause identification, solutions exploration, and evidence-based choices.
At work, research skills come into play when tailoring product development strategies.
Besides, these skills are essential when guiding effective marketing campaigns through trend
analysis.
These skills are also vital when conducting market research. You gather and analyze data on
industry trends, and competitor strategies to make product development decisions.
Research
Researching is an essential skill related to problem-solving. As a problem solver, you need to
be able to identify the cause of the issue and understand it fully. You can begin to gather more
information about a problem by brainstorming with other team members, consulting more
experienced colleagues or acquiring knowledge through online research or courses.

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5. Creativity
Creativity plays a crucial role in problem-solving. In fact, it ranks second in importance as a
cognitive skill in the workplace. One of the key problem-solving skills, it is the ability to generate
innovative ideas or solutions. Tapping into your creative abilities, you can foster innovation.
In a professional environment, it is instrumental in devising creative marketing campaigns.
Engineers too improve product designs for better efficiency through innovation.
It also helps when designing innovative product features to meet customer needs while
maintaining a competitive edge. It involves brainstorming and coming up with possible solutions in
a timely manner to set your products apart.
When brainstorming solutions to problems, creativity can help you to think outside the box.
Problem-solving strategies can be enhanced with the application of creative techniques. You can use
creativity to:
 Approach problems from different angles
 Improve your problem-solving process
 Spark creativity in your employees and peers

6. Collaboration
Collaboration is the ability to work with others to solve problems. It involves effective
communication and cooperation to come up with the best solution.
In professional settings, collaboration streamlines project workflows through team
cooperation. Additionally, it fosters innovation by promoting new product development.
Additionally in problem-solving scenarios, effective collaboration brings together cross-
functional teams. You collaborate to brainstorm possible solutions for complex challenges.
7. Conflict Resolution
Conflict resolution is the ability to resolve conflicts and disagreements. The skill helps
maintain productive relationships and prevents issues from escalating.
In a workplace, this is seen when you come together with others to resolve differing
opinions. This enables you to move forward with the project at hand.
Possessing conflict resolution skills can be invaluable when addressing disagreements during
project meetings. This ensures that team members stay focused on their common goals and maintain
a harmonious working environment.
8. Risk Management
It is the ability to identify potential risks and take proper steps to mitigate them. Risk
management and problem-solving are intertwined. The skill involves addressing potential issues and
challenges. It minimizes problem occurrence and involves proactive contingency planning for future
issues.
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 At work, risk management is when you recognise likely risks to a project's timeline or
budget. You then execute measures to mitigate these risks, for successful project completion.
As a business analyst, you might apply risk management when identifying potential supply
chain disruptions. The skill comes in handy when implementing a solution to minimize their impact
on production schedules and costs.
9. Communication
This skill is the cornerstone of effective human interaction and cooperation. Good
communication helps in effective problem-solving. It facilitates information exchange,
collaboration, and conflict resolution.
Effective communication plays a significant role in problem-solving, particularly when
others are involved. Some skills that can help enhance communication at work include active
listening, speaking with an even tone and volume, and supporting verbal information with written
communication.
Practising clear communication with other team members ensures everyone is on the same
page. It not only reduces misunderstandings but also contributes to efficient project execution.
Effective communication is also vital during client interactions. It aids in conveying ideas,
finding better solutions, and building trust-based relationships. This leads to successful
collaborations and long-term partnerships.
When identifying possible solutions, you will need to know how to communicate the
problem to others. You will also need to know what communication channels are the most
appropriate when seeking assistance. Once you find a solution, communicating it clearly will help
reduce any confusion and make implementing a solution easier.
Finding a solution to a problem regularly involves working in a team. Good teamwork
requires being comfortable working with others and collaborating with them, which can result in
better problem-solving overall.
10. Dependability
Dependability is one of the most important skills for problem solvers. Solving problems in a
timely manner is essential. Employers highly value individuals they can trust to both identify and
then implement solutions as fast and effectively as possible.

11. Adaptability
Adaptability is the capacity to adjust to change. When a particular solution to an issue doesn't
work, an adaptable person can revisit the concern to think up another one without getting frustrated.
5.2.4. How to improve your problem-solving skills
A problem-solving attitude involves being positive and open to new ideas, seeking ways to
improve the situation instead of dwelling on what's not working, with a positive attitude, finding the
right answers gets easier.
There are several methods you can use to improve your problem-solving skills
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1. Understand the Problem
Start by defining the problem clearly. This paves the way for understanding and identifying
the causes, leading to effective solutions. Strategies for problem analysis include data collection,
brainstorming and SWOT analysis among others.
2. Develop Critical Thinking and Creativity
Improving both these skills will help you get the best answers. Read up on the latest industry
trends and draw inspiration from outside sources. Unlock your creative thinking through activities
like writing, sketching, or playing games.
3. Enhance Research and Decision-Making Skills
Research and effective decision-making are pivotal in problem-solving. Research provides
the foundation for informed choices. While sound decision-making ensures the implementation of
the best solutions. Enhance these skills through systematic research methodologies, data analysis,
and problem-solving strategies.
4. Acquire more technical knowledge in your field
Depending on your industry, it may be easier to solve problems if you have strong working
technical knowledge. You can acquire more technical knowledge through additional coursework,
training or practice.

5. Seek out opportunities to problem-solve

By putting yourself into new situations, you are more likely to be exposed to opportunities to
problem-solve. You may find there are opportunities to volunteer for new projects in your current
role, on another team or outside the workplace for another organization.

6. Do practice problems
Practice and role-play can be useful tools when learning to develop your problem-solving
skills. You can find professional practice books for your industry and problem-solving scenarios
online. Practice how you might solve those problems and determine if your potential solutions are
viable.For example, in customer service you might find a scenario like, “How would you handle an
angry customer?” or “How do you respond when a customer asks for a refund?” Practicing how
you might handle these or other scenarios common in your industry can help you call upon solutions
quickly when they arise on the job.

Consistent practice enhances your skills, builds confidence, and reinforces effective
strategies. This makes you more adept at tackling a wide range of challenges. Include practical
problem-solving exercises into daily routines for practice.

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7. Learn from Past Experiences
Reflecting on past problems is essential for gaining valuable insights and refining strategies.
It allows you to avoid repeating mistakes made in previous roles. Some strategies involve
acknowledging, taking responsibility, analyzing their underlying causes, and seeking feedback.
8. Observe how others problem-solve
You may have colleagues who are skilled problem solvers. Observing how those colleagues
solve problems can help you improve your own skills. If possible, ask one of your more experienced
colleagues if you can observe their techniques. Asking relevant questions can be helpful in applying
them in your own career.

9. Strengthen Collaboration Skills

Collaborating with others can help you come up with useful solutions. To boost these,
develop effective communication, active listening, and openness to diverse viewpoints.

Hãy luôn là tấm gương sáng

Có rất nhiều cách để nhà lãnh đạo truyền cảm hứng và tạo động lực cho nhân viên.
Một trong số đó là khả năng khơi gợi lòng nhiệt tình. Các nhà lãnh đạo thừa nhận rằng nhân
viên của họ có hăng hái với công việc hay không hoàn toàn tùy thuộc vào họ. Khi Frances
Hesselbein đảm nhận trọng trách Giám đốc tổ chức Girl Scouts, tổ chức này đang trong gặp khó
khăn. Nhưng Hesselbein biết, các tình nguyện viên của tổ chức đang mong đợi một lý do để có động
lực và cảm hứng làm việc. “Nhiệm vụ của tôi không phải là tạo ra sự nhiệt tình; mà là giải phóng nó
- khai thác năng lượng tuyệt vời, có sẵn trong trái tim và khối óc của mọi người để họ giúp đỡ
những người khác,” Hesselbein nói. Hesselbein đã tìm được cách khai thác năng lượng đó và cuộc
xoay chuyển Girl Scouts đã mang về cho cô Huân chương Tự do.

Người lãnh đạo thường khơi gợi lòng nhiệt tình bằng việc biến chính mình trở thành người
nhiệt tình. Đó là mối quan hệ trực tiếp giữa nhiệt huyết mà bạn dành cho công việc đang làm với
khả năng truyền nhiệt huyết đó đến người khác. Nếu bạn là người tràn đầy nhiệt huyết, đội ngũ nhân
viên của bạn cũng vậy.

Một cách khác giúp truyền cảm hứng và tạo động lực cho người khác là thông qua cam kết
của bản thân bạn. Một trong những đặc trưng ở các nhà lãnh đạo là khả năng cam kết hết mình với
công việc. Nói cách khác, mức độ cam kết của bạn sẽ giúp xác định cam kết của những người xung
quanh bạn.

Mức độ cam kết của bạn sẽ quyết định mức độ chú ý mà cấp trên dành cho bạn. Bởi những
người cam kết cao sẽ luôn được coi là có giá trị với tổ chức và sẽ được ưu tiên khi xét duyệt thăng
chức. Các chủ điểu hành doanh nghiệp cũng thấy rằng mức độ nhiệt tình và cam kết của họ đối với

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công ty, sản phẩm và dịch vụ chăm sóc khách hàng sẽ là yếu tố chính quyết định liệu họ có trở
thành người dẫn đẩu ngành hay không.

Ngoài ra, các nhà lãnh đạo còn trao quyền cho nhân viên thông qua hình thức cổ vũ, khích lệ.
Nếu nghiền ngẫm các câu chuyện về tài lãnh đạo của George Washington khi ông cổ vũ tinh thần
quần sĩ ở thung lũng Forge, hoàng đế Napoleon khi sát cánh cùng quân sĩ trên trận địa, hay
Alexander Đại đế khi đóng quân cùng quân sĩ và nói với họ ông tin tưởng họ thế nào, bạn sẽ thấy
khích lệ là một công cụ truyền cảm hứng và tạo động lực mạnh mẽ ra sao.

Các nhà lãnh đạo tài năng cũng truyền đi sự tin tưởng và tự tin. Điều tuyệt vời là nếu thật sự
đặt niêm tin vào người lãnh đạo và người phụ trách, chúng ta có thể làm được những việc mà chính
bản thân chúng ta cũng không ngờ tới. Nếu niềm tin hay sự tự tin giảm sút, động lực hành động
cũng yếu dần.

Cuối cùng, các nhà lãnh đạo là những người truyển đi lòng trung thành. Như bạn đã biết,
lòng trung thành là thứ keo dính gắn tổ chức lại với nhau. Lòng trung thành là điều kiện thiết yếu và
tối quan trọng đối với thành công của bất kỳ tổ chức nào. Các nhà lãnh đạo xuất chúng luôn biết
cách khiến nhân viên trở nên trung thành và hết lòng với tổ chức.