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Lesson 3 Solve Address General Workplace Problems

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30 views50 pages

Lesson 3 Solve Address General Workplace Problems

Uploaded by

faustinoreloj032023
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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SOLVE ADDRESS

GENERAL WORKPLACE
PROBLEMS

Prepared by; Glenn Maenard A. Faustino, LPT


What You‘ll Learn
1. Hot to identity and solve workplace
problems using problem –solving process.
2. How to generate, compare and
implement solutions.
3. How to evaluate the results of your
decisions.
Why is important

Problem-Solving Skills will


enable you to overcome difficult
situations in your personal and
professional life.
Key Terms
Brainstorm
Analogy
Assumptions
Understanding the Problem
Solving Process
• The six steps in the problem solving process are to:
• Identify and clarify the problem
• Generate alternative solutions using creative thinking and logical reasoning.
• Evaluate the probable consequences of the solutions
• Decide on the best solution
• Implement the solution
• Evaluate the results
Step 1: Identify And Clarify The
Problem

Assemble as much accurate information as you


can about the problem

Ask specific questions and stay objective


Step 1: Identify And Clarify The
Problem

To brainstorm is to think creatively without


evaluating ideas until later.

Brainstorm as many solutions as possible.


Step 1: Identify And Clarify
The Problem

Do not evaluate or judge solutions that


come from an individual or group
brainstorming session.

Keep ideas flowing freely.


Step 1: Identify And Clarify
The Problem

For a successful brainstorming session


make sure the goal is clear.

In a group session make sure every one is


included.
STEP 2: GENERATE
ALTERNATIVE SOLUTIONS

Coming up with alternative


solutions often requires
creative thinking.
STEP 2: GENERATE ALTERNATIVE
SOLUTIONS

Strategies for creative thinking are to:


Jot down ideas whenever they come to you.
Use spider maps and clustering to associate ideas.
Invent a model, pictures, symbol to represent the
problem.
STEP 2: GENERATE
ALTERNATIVE SOLUTIONS

Use analogies.
An analogy is a comparison of two
seemingly dissimilar things it helps you see
things in a new way.
STEP 2: GENERATE
ALTERNATIVE SOLUTIONS

Questions assumptions
Assumptions are beliefs a person
takes for granted.
Step 3: Evaluate the Probable
Consequence of the Solutions

List negative and positive consequences of


each possible solution.

Which ones best meet your short term and


long term goals.
Step 3: Evaluate the Probable
Consequence of the Solutions

Evaluate the probable impact of the solutions on:


You,
Your team and department,
Your customers or clients and
Your company.
Step 4: Decide on the Best
Solution
Choose the best solution under the given
circumstances.

Few solutions are perfect.


Step 4: Decide on the Best
Solution
It is normal to feel misgiving after making a decision.

Using the decision making process allows you to feel


confident that you have addressed the matter
professionally.
Step 4: Decide on the Best
Solution

Even though problems may cause


distress, most employees enjoy the feeling
of success that comes with making a
challenging decision.
Step 5: Implement the
solution
You may need to explain your solution to coworkers
in order to put it action .

Following the chain of command, obtain the


necessary permission and move ahead.
Step 6: Evaluate the
Results
To evaluate a solutions look at its benefits and its
drawbacks.

If your solution is working, you should be able to cite


benefits for yourself, your team, or department and
your customers and clients.
Step 6: Evaluate the
Results
If your solution has drawbacks or if it creates new
problems, identity them and correct them.

On the job problem solving is a continues process .


Step: Evaluate the results

Ask your self what you’ve learned from the entire


process

Apply what you’ve learned to prevent similar


problems from happening again.
Career Checklist:
 To increase your Efficiency in the workplace :
 Be sure to follow the rules when carrying out procedures- don’t cut
corners to save time
 Be innovative when you’re faced with a challenge
 Ask questions when you are uncertain doing so will save time.
 Prioritize your “ to do” list
 Don’t procrastinate when it comes to the simple tasks they’ll build up
 Work with fellow employees to solve problems
KEY TOPICS AND LEARNING POINTS

 ROUTINE PROBLEMS- ARE COMMON IN THE WORKPLACE AND


OFTEN ARE ABOUT THEE BEST PROCEDURE TO FOLLOW.
 A PROBLEM STATEMENT OUTLINES THE DETAILS OF THE
SITUATION AND DESCRIBES THE WHO WHAT, WHERE, WHEN,
WHY, AND HOW.
 DOCUMENTATION- IS A WRITTEN DESCRIPTION OF A
PROCEDURE OR SITUATION. IT IS SERVES AS WRITTEN
RECORD OF WHAT SHOULD HAPPEN OR WHAT DID HAPPEN.
DEFINING THE PROBLEM

 THESE STEPS WILL HELP YOU CLEARLY IDENTIFY THE ROOT CAUSE OF A PROBLEM. THIS PROCESS
WILL HELP YOU LEARN HOW TO THINK DEEPLY ABOUT THE PROBLEM.

 1. DESCRIBE THE PROBLEM, AS YOU CURRENTLY UNDERSTAND IT.


 2. DESCRIBE THE IDEAL SITUATION WHEN THE PROBLEM IS RESOLVED
 3. LIST WHAT YOU ALREADY KNOW AND DON’T KNOW ABOUT THE PROBLEM, WHERE CAN YOU FIND
OUT MORE?
 4. WHAT ARE THE GAPS BETWEEN THE REALITY AND IDEAL SITUATION?
 5. DISCUSS THE WITH YOU CO WORKERS AND BRAINSTORM IDEAS.
 6. TRY TO SEE THE PROBLEM FROM PERFECTIVES OF THE PEOPLE INVOLVED AND AFFECTED.
Questions:

1. In your own words, describe the six basic steps of


problem solving?
2.In an on the job situation how can you identify good
sources of information?
3. Why is creating alternative solutions better than
relying on only one solutions?
Questions:
4.What do you think are the advantages of group
problem solving?
5. Describe how you and another person solved a
similar problem and compare the consequences of
each solutions?
6. How can your personality affect your problem
solving and decision making skills?
ACTIVITY TIME

“PASS THE BOX”


QUESTIONS # 1

Slow Service
Poor service usually includes long wait times
for food or drinks, delays in receiving orders,
or inattentive staff.
QUESTIONS # 2

Poor Food Quality


Issues with taste, flavor, texture,
or overall quality of the dishes.
QUESTIONS # 3

Cold/Undercooked Food
Complaints about the food served at incorrect
temperatures or not being cooked to the desired
level of doneness.
QUESTIONS # 4

Incorrect Orders
Customers receiving the wrong
food or beverage items or items
missing from their orders
QUESTIONS #5

Unsanitary Conditions
Complaints about dirty tables, utensils,
or restrooms, as well as overall
cleanliness issues.
QUESTIONS #6

Noise Levels
Excessive noise from the kitchen,
music, or other customers disrupts the
dining experience.
QUESTIONS # 7

Overcrowding/Crowded Seating:
Customers feeling cramped or
uncomfortable due to overcrowded
seating arrangements.
QUESTIONS # 8
Difficulties with
Reservations
Problems related to reservations, including
mishandled bookings, long waits despite
reservations or lack of availability.
QUESTIONS # 9

Inconsistent Service
Inconsistencies in service quality,
such as excellent experiences on
some visits but poor experiences
on others.
QUESTIONS #10

Limited Parking or Accessibility


Challenges related to parking availability,
accessibility for customers with disabilities, or
inconvenient location.
QUESTIONS # 11
A guest gets food poisoning
This is one case where you’ll want to train staff not to apologize.
An apology can be seen as an admission of liability if there’s a
lawsuit, according to Food Safety. Instead, the server should
listen, respond with empathy and without judgment, document
information about the complaint, and assure the guest that the
issue is being taken seriously. Have a process in place for staff
to report possible food poisoning to a manager.

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