Unit 4
Problem Solving & Critical Thinking
The big cheese is the big boss! There are “Big Cheese” questions throughout the curriculum. A Big Cheese is chosen for each unit. The person who is assigned this role will be asked to think from the perspective of a business owner or manager, and will be asked to give their opinion on the scenario. Things to consider may include costs, staffing, morale, efficiency, production, customers, etc.
The big cheese is the big boss! There are “Big Cheese” questions throughout the curriculum. A Big Cheese is chosen for each unit. The person who is assigned this role will be asked to think from the perspective of a business owner or manager, and will be asked to give their opinion on the scenario. Things to consider may include costs, staffing, morale, efficiency, production, customers, etc.
Unit 4 - Problem Solving and Critical Thinking
Unit 4 - Problem Solving and Critical Thinking
What you will cover in this unit:
What you will cover in this unit:
1. The Importance of Good Problem Solving Skills
1. The Importance of Good Problem Solving Skills
2. Different Ways People Handle Problems
2. Different Ways People Handle Problems
3. How to Improve Your Problem-Solving Skills and Develop New Solutions
3. How to Improve Your Problem-Solving Skills and Develop New Solutions
4. Following Instructions
4. Following Instructions
5. Resolving Workplace Conflicts Effectively
5. Resolving Workplace Conflicts Effectively
6. Final Activity
6. Final Activity
“We can not solve our problems with the same level of thinking that created them”
“We can not solve our problems with the same level of thinking that created them”
-Albert Einstein
-Albert Einstein
Part 1 - The importance of good problem solving skills
Part 1 - The importance of good problem solving skills
Key Lessons
Key Lessons
Employers want employees who can solve problems. This means
Employers want employees who can solve problems. This means
- thinking creatively
- using good judgment
- making strong decisions
Today’s business world is very hard to manage. Most companies have to deal with stronger competition and higher customer expectations. This means that the employees who can tackle problems and come up with solutions make a strong impact and help the business stay in business.
Today’s business world is very hard to manage. Most companies have to deal with stronger competition and higher customer expectations. This means that the employees who can tackle problems and come up with solutions make a strong impact and help the business stay in business.
- Not everyone is good at handling a problem. This is very true when it’s out of your comfort zone. It is also true if it requires information or resources you just don’t have.
- Good problem solving is a skill that can be learned and improved on.
- You don’t have to be a manager or big boss to solve workplace problems.
watch the video: Critical Thinking and Problem Solving - Skills to Pay the Bills
watch the video: Critical Thinking and Problem Solving - Skills to Pay the Bills
Discuss the video. What did you like or dislike about it?
Discuss the video. What did you like or dislike about it?
The Benefits of Being a Problem Solver (20 minutes)
The Benefits of Being a Problem Solver (20 minutes)
Below is a list of the critical challenges that employers face regularly. A dedicated and valued employee cares about these issues, and can help identify and solve problems.
Below is a list of the critical challenges that employers face regularly. A dedicated and valued employee cares about these issues, and can help identify and solve problems.
Instructions
Instructions
As a group, come up with at least one idea or solution that would help your boss deal with each of the problems listed below. Try to think of examples from different types of workplaces.
As a group, come up with at least one idea or solution that would help your boss deal with each of the problems listed below. Try to think of examples from different types of workplaces.
1. Save time. Example: Set up online banking – bank from the workplace.
1. Save time. Example: Set up online banking – bank from the workplace.
2. Save money.
2. Save money.
3. Save or maintain company equipment.
3. Save or maintain company equipment.
4. Avoid injuries and accidents.
4. Avoid injuries and accidents.
5. Help serve customers better.
5. Help serve customers better.
6. Make/sell/service a quality product.
6. Make/sell/service a quality product.
7. Improve the company reputation.
7. Improve the company reputation.
8. Increase staff morale and improve relationships at work.
8. Increase staff morale and improve relationships at work.
Part 2 - Different ways people handle a crisis or problem at work – What not to do
Part 2 - Different ways people handle a crisis or problem at work – What not to do
Review the following list and discuss each item. Raise your hands for any of the scenarios that you personally identify with. Feel free to share an example or funny story.
Review the following list and discuss each item. Raise your hands for any of the scenarios that you personally identify with. Feel free to share an example or funny story.
Procrastinate – think about it a lot, but put off any decision until it’s too late
Procrastinate – think about it a lot, but put off any decision until it’s too late
Don’t talk about it – completely ignore it and hope it goes away
Don’t talk about it – completely ignore it and hope it goes away
Follow others – base your choices on what the people around you are doing
Follow others – base your choices on what the people around you are doing
Leave things to chance - put your decision in the hands of a coin toss - avoid taking responsibility
Leave things to chance - put your decision in the hands of a coin toss - avoid taking responsibility
Find the easy way out - doing it the quick and lazy way (“that’ll do for now” or “that should be good enough”)
Find the easy way out - doing it the quick and lazy way (“that’ll do for now” or “that should be good enough”)
Panic or act on impulse - making a hasty decision without thinking it through
Panic or act on impulse - making a hasty decision without thinking it through
Owning the whole problem and taking charge – even when it’s not your problem and you have other things you should be doing
Owning the whole problem and taking charge – even when it’s not your problem and you have other things you should be doing
Running to the big boss - without a plan or solution
Running to the big boss - without a plan or solution
Another Example: _______________________________________________________
Another Example: _______________________________________________________
There are 3 important things to remember about problems and conflicts on the job:
There are 3 important things to remember about problems and conflicts on the job:
1. They happen all the time.
1. They happen all the time.
2. They are opportunities to improve workplace operations or relationships.
2. They are opportunities to improve workplace operations or relationships.
3. How a person handles a crisis or problem is noticed by others. Do you want to be the “go to” person, or the “stay away from” person?
3. How a person handles a crisis or problem is noticed by others. Do you want to be the “go to” person, or the “stay away from” person?
Describe a time when you had a serious problem at work. What was your role, and what did you do to help fix it?
Describe a time when you had a serious problem at work. What was your role, and what did you do to help fix it?
During a job interview, employers will ask about an experience you had dealing with a problem. What they are really looking for is your ability to
During a job interview, employers will ask about an experience you had dealing with a problem. What they are really looking for is your ability to
- solve problems and use creative thinking skills
- work in a stressful situation and handle pressure
- come up with a plan based on facts and logic - not emotions
Complete and take up as a group (20 minutes).
Complete and take up as a group (20 minutes).
1. Read the following statements. Think of your own experiences if possible.
1. Read the following statements. Think of your own experiences if possible.
2. Rate the problems from 1 (very minor – not a big deal) to 5 (very serious).
2. Rate the problems from 1 (very minor – not a big deal) to 5 (very serious).
3. Decide who owns it - whose problem is it?
3. Decide who owns it - whose problem is it?
4. Decide who all is involved – in finding solutions.
4. Decide who all is involved – in finding solutions.
5. Take up the answers - as a group.
5. Take up the answers - as a group.
Rate It
Rate It
Problem
Problem
Who owns it? Who can help?
Who owns it? Who can help?
1 (very minor – not a big deal) to 5 (very serious)
1 (very minor – not a big deal) to 5 (very serious)
I hate the new guy! He thinks he’s so awesome because he has a degree and I don’t.
I hate the new guy! He thinks he’s so awesome because he has a degree and I don’t.
Who owns it? Who can help?
Who owns it? Who can help?
1 (very minor – not a big deal) to 5 (very serious)
1 (very minor – not a big deal) to 5 (very serious)
The machinery keeps breaking down. The owner won’t pay to repair it. We are behind now on projects because we have to wait every time the machines break down. Everyone feels a lot of stress.
The machinery keeps breaking down. The owner won’t pay to repair it. We are behind now on projects because we have to wait every time the machines break down. Everyone feels a lot of stress.
Who owns it? Who can help?
Who owns it? Who can help?
1 (very minor – not a big deal) to 5 (very serious)
1 (very minor – not a big deal) to 5 (very serious)
The managers blocked Facebook and Twitter on our computers, saying we spent too much time on it. I’m very upset, as that’s how I used to spend my lunch break!
The managers blocked Facebook and Twitter on our computers, saying we spent too much time on it. I’m very upset, as that’s how I used to spend my lunch break!
Who owns it? Who can help?
Who owns it? Who can help?
1 (very minor – not a big deal) to 5 (very serious)
1 (very minor – not a big deal) to 5 (very serious)
The bus that I take to work has been behind schedule, and I’m late a lot lately.
The bus that I take to work has been behind schedule, and I’m late a lot lately.
Who owns it? Who can help?
Who owns it? Who can help?
1 (very minor – not a big deal) to 5 (very serious)
1 (very minor – not a big deal) to 5 (very serious)
I think there is mould in the building where I work. I told the boss but she said there wasn’t any. I am sick all the time and don’t know what to do.
I think there is mould in the building where I work. I told the boss but she said there wasn’t any. I am sick all the time and don’t know what to do.
Who owns it? Who can help?
Who owns it? Who can help?
1 (very minor – not a big deal) to 5 (very serious)
1 (very minor – not a big deal) to 5 (very serious)
My partner at work has health issues and misses a lot of work. I have the lowest production score in the company because I’m stuck with doing the work of 2 people.
My partner at work has health issues and misses a lot of work. I have the lowest production score in the company because I’m stuck with doing the work of 2 people.
Who owns it? Who can help?
Who owns it? Who can help?
Examples of How Workplace Problems and Mistakes Can Become a Success
Examples of How Workplace Problems and Mistakes Can Become a Success
3M Post It Notes
3M Post It Notes
In 1968, an engineer at the 3M Company tried and tried to develop a super-strong glue. The problem was that he created glue that didn’t stick well to anything. It couldn’t be used for the problem they needed solved. For years, he kept trying to find a use for it. His bosses told him to throw it away. Years later, someone else who worked at 3M came up with the idea to use his adhesive paper as a page marker. The idea to market it as “Post It” notes was born.
In 1968, an engineer at the 3M Company tried and tried to develop a super-strong glue. The problem was that he created glue that didn’t stick well to anything. It couldn’t be used for the problem they needed solved. For years, he kept trying to find a use for it. His bosses told him to throw it away. Years later, someone else who worked at 3M came up with the idea to use his adhesive paper as a page marker. The idea to market it as “Post It” notes was born.
Penicillin
Penicillin
Sir Alexander Fleming discovered penicillin by accident! A dirty petri dish he had left at his workstation was covered in bacteria, except for one area where a spot of mold was growing. Around the mold there was no bacteria. The mold had blocked the bacteria from spreading. He realized this certain mold could be used to kill a wide range of bacteria. Penicillin was found!
Sir Alexander Fleming discovered penicillin by accident! A dirty petri dish he had left at his workstation was covered in bacteria, except for one area where a spot of mold was growing. Around the mold there was no bacteria. The mold had blocked the bacteria from spreading. He realized this certain mold could be used to kill a wide range of bacteria. Penicillin was found!
How to Begin to Solve Problems
How to Begin to Solve Problems
- Take a deep breath to manage emotions and stay focused
- Stay positive and look for anything encouraging
- Talk to your coworkers or immediate superiors when necessary
- Know who to report to and who does what in your company
- Start a plan of action
- Another example:_____________________________
Part 3 - How to improve problem solving skills
Part 3 - How to improve problem solving skills
There are many ways to solve problems. It starts with a plan of action! We will review 3 effective ways that help in most situations.
There are many ways to solve problems. It starts with a plan of action! We will review 3 effective ways that help in most situations.
1. Pro/Con lists
1. Pro/Con lists
List the positive and negative points to any problem. “Pro” stands for the things that you feel are benefits or good points. “Con” stands for the harmful or negative points to consider.
List the positive and negative points to any problem. “Pro” stands for the things that you feel are benefits or good points. “Con” stands for the harmful or negative points to consider.
a. List everything Pro and Con you can think of!
a. List everything Pro and Con you can think of!
b. Review and examine your lists.
b. Review and examine your lists.
c. Make a decision.
c. Make a decision.
You will have a much better picture of the problem and the answer will seem clearer to you. Even if one list is much longer than the other, it doesn’t always mean it’s the best choice.
You will have a much better picture of the problem and the answer will seem clearer to you. Even if one list is much longer than the other, it doesn’t always mean it’s the best choice.
Problem Solving Activity - Apartment Hunting
Problem Solving Activity - Apartment Hunting
Read the following scenario and using that information imagine that you are Mark who needs to make a choice between 3 different apartments using the Pro and Con chart. There is also a place on the chart for you to put down any questions you might want to ask when you are making appointments to see the apartments. On a piece of paper, make a chart like the one below.
Read the following scenario and using that information imagine that you are Mark who needs to make a choice between 3 different apartments using the Pro and Con chart. There is also a place on the chart for you to put down any questions you might want to ask when you are making appointments to see the apartments. On a piece of paper, make a chart like the one below.
You, Mark, are a single person looking for an apartment. You are hoping to share it with a friend, Paul, who has a son who visits every other weekend. The son is 12 years old. Between the two of you, you can afford $1500 a month as the absolute upper limit. This will mean that you will both have to be very careful with the rest of your budget. Paul has a car, but it is very old and unreliable. You do not have a car. You both have near minimum wage jobs and take any overtime hours that you are offered.
You, Mark, are a single person looking for an apartment. You are hoping to share it with a friend, Paul, who has a son who visits every other weekend. The son is 12 years old. Between the two of you, you can afford $1500 a month as the absolute upper limit. This will mean that you will both have to be very careful with the rest of your budget. Paul has a car, but it is very old and unreliable. You do not have a car. You both have near minimum wage jobs and take any overtime hours that you are offered.
Advertisement #1: 2 Bedroom apartment for rent. 14th floor. $1,500 per month, utilities included. Fitness room and pool. Near public transit and shopping. No pets. 2 parking spots.
Advertisement #1: 2 Bedroom apartment for rent. 14th floor. $1,500 per month, utilities included. Fitness room and pool. Near public transit and shopping. No pets. 2 parking spots.
Advertisement #2: 1 bedroom plus den. $1,100 monthly. Hydro and internet extra. Downtown location. Underground parking 1 spot. Adults only.
Advertisement #2: 1 bedroom plus den. $1,100 monthly. Hydro and internet extra. Downtown location. Underground parking 1 spot. Adults only.
Advertisement #3: 2 bedroom with balcony. $1,300. Private home. Laundry room. A/C and heat included. Street parking. East end location. Adults preferred.
Advertisement #3: 2 bedroom with balcony. $1,300. Private home. Laundry room. A/C and heat included. Street parking. East end location. Adults preferred.
Now look at all your pros and cons and decide which is choice #1, # 2 & #3 and enter it in column 4
Now look at all your pros and cons and decide which is choice #1, # 2 & #3 and enter it in column 4
2. Brainstorming
2. Brainstorming
- Brainstorming on your own or with others can help you
- explore new ideas or angles on the challenge
- get different solutions to the problem
- Once you’ve thought of several options, you can pick the best one for your situation.
Brainstorming Rules
Brainstorming Rules
a. Don’t judge! There are no bad ideas. No giggling or eye rolling at people’s ideas.
a. Don’t judge! There are no bad ideas. No giggling or eye rolling at people’s ideas.
b. Have fun and be creative. Every contribution is potentially useful—even if it sounds weird, wacky or expensive.
b. Have fun and be creative. Every contribution is potentially useful—even if it sounds weird, wacky or expensive.
c. Try to generate as many ideas as possible and keep an open mind.
c. Try to generate as many ideas as possible and keep an open mind.
d. Listen carefully to each other’s ideas and allow them to “spark” new ideas for you. It’s ok to build on to someone else’s suggestions
d. Listen carefully to each other’s ideas and allow them to “spark” new ideas for you. It’s ok to build on to someone else’s suggestions
Brainstorming Activity - 20 minutes
Brainstorming Activity - 20 minutes
- As a group, pick a single workplace problem to solve.
2. Use a suggestion from below, or one that has come up in discussions from the past week. Examples of a problem may include
2. Use a suggestion from below, or one that has come up in discussions from the past week. Examples of a problem may include
- how to save money at work so you don’t have to lay off a staff member
- get more customers with only a $500 advertising budget
- motivate your staff and have a happier workplace
3. Think up as many solutions to solve the problem as possible without editing or thinking about any of the ideas.
3. Think up as many solutions to solve the problem as possible without editing or thinking about any of the ideas.
4. Record the ideas on paper or white board.
4. Record the ideas on paper or white board.
5. Finally, pick 1 idea you feel would work best or that is most realistic. You should have a few good solutions to work with at that point! Problem solved!
5. Finally, pick 1 idea you feel would work best or that is most realistic. You should have a few good solutions to work with at that point! Problem solved!
Note: If you aren’t sure about the outcomes, you can always “pilot” or test your new process or plan. That allows you to try it out in a safe environment. Then you can decide how it worked out and if any changes are needed to move forward.
Note: If you aren’t sure about the outcomes, you can always “pilot” or test your new process or plan. That allows you to try it out in a safe environment. Then you can decide how it worked out and if any changes are needed to move forward.
3. IDEAL Model
3. IDEAL Model
If you have a problem, you could try using the IDEAL model. This is described by Bransford and Stein in their book Ideal Problem Solver. It is a more strategic process than the previous options. It breaks down what you need to do to solve a problem into stages. The stages are
If you have a problem, you could try using the IDEAL model. This is described by Bransford and Stein in their book Ideal Problem Solver. It is a more strategic process than the previous options. It breaks down what you need to do to solve a problem into stages. The stages are
Identify the issue
Identify the issue
Define the obstacles or things in the way
Define the obstacles or things in the way
Examine your options – and talk with your co-workers
Examine your options – and talk with your co-workers
Act on an agreed course of action
Act on an agreed course of action
Look at how it turns out, and whether any changes need to be made
Look at how it turns out, and whether any changes need to be made
IDEAL Model for Solving Problems
IDEAL Model for Solving Problems
1. Come up with solutions for 1 of the challenges discussed in the brainstorming section that you haven’t used yet.
1. Come up with solutions for 1 of the challenges discussed in the brainstorming section that you haven’t used yet.
2. Follow the IDEAL model and draft out your problem-solving strategy.
2. Follow the IDEAL model and draft out your problem-solving strategy.
Note: You will not be able to complete the “L – Look how it turned out” section at this time, but you can reflect back on it at a later date.
Note: You will not be able to complete the “L – Look how it turned out” section at this time, but you can reflect back on it at a later date.
Tell us about a time when you used good judgement and logic to solve a problem. What was the outcome? How did it benefit the company?
Tell us about a time when you used good judgement and logic to solve a problem. What was the outcome? How did it benefit the company?
What it Means to Be Resourceful, Creative and Innovative
What it Means to Be Resourceful, Creative and Innovative
To “Think outside the box” means that you can look at something differently to come up with a new option. It means being creative and not using the same old reasons or ideas.
To “Think outside the box” means that you can look at something differently to come up with a new option. It means being creative and not using the same old reasons or ideas.
If something is done one way simply because “That’s the way we’ve always done it”, doesn’t mean it’s good or effective!
If something is done one way simply because “That’s the way we’ve always done it”, doesn’t mean it’s good or effective!
Do you agree or disagree with these workplace problem-solving tips?
Do you agree or disagree with these workplace problem-solving tips?
1. Learn as much as you can about the company. Who does what? Who else can you connect with? In some situations, it really is all about who you know.
1. Learn as much as you can about the company. Who does what? Who else can you connect with? In some situations, it really is all about who you know.
2. Think of other situations you’ve been in like this one. What helped you out of it?
2. Think of other situations you’ve been in like this one. What helped you out of it?
3. Follow all safety and workplace policies – even in an emergency. If in doubt, ask your boss and get it in writing. You don’t want to solve a problem too quickly and save the day, only to have it come back to haunt you.
3. Follow all safety and workplace policies – even in an emergency. If in doubt, ask your boss and get it in writing. You don’t want to solve a problem too quickly and save the day, only to have it come back to haunt you.
Putting it All Together
Putting it All Together
Complete the ultimate problem solving challenge (30 minutes)
Complete the ultimate problem solving challenge (30 minutes)
Work as a group and choose 1 item from each box to put together your workplace problem. Come up with 2 different methods for solving the problem.
Work as a group and choose 1 item from each box to put together your workplace problem. Come up with 2 different methods for solving the problem.
On a whiteboard write the following:
On a whiteboard write the following:
Put the 3 items together to come up with the full problem.
Put the 3 items together to come up with the full problem.
- Setting:
- Problem:
- Additional obstacle:
Solution #1
Solution #1
- What problem solving method did you use?
Solution #2
Solution #2
- What problem solving method did you use?
Part 4 - Following instructions
Part 4 - Following instructions
Many workplace problems are easily avoided if you just follow the rules or instructions. Sometimes you may be too afraid to ask for better instructions. You may be embarrassed because you were already shown or told once or twice before. Maybe there is a language barrier, or we just don’t agree with or like their way of doing something.
Many workplace problems are easily avoided if you just follow the rules or instructions. Sometimes you may be too afraid to ask for better instructions. You may be embarrassed because you were already shown or told once or twice before. Maybe there is a language barrier, or we just don’t agree with or like their way of doing something.
If following instructions is a problem for you, be sure to
If following instructions is a problem for you, be sure to
- take extra notes
- ask to be shown it a few more times
- use your cell phone to record the instructions and you won’t have to ask again
Remember, if you ever have to do something other than what you were instructed to do, always
Remember, if you ever have to do something other than what you were instructed to do, always
- double check
- get permission first - preferably in writing
Share an experience of a time when you didn’t follow instructions, rules, or even a recipe! Was the result a disaster? Share your experience with the group.
Share an experience of a time when you didn’t follow instructions, rules, or even a recipe! Was the result a disaster? Share your experience with the group.
Take the 3-Minute Quiz
Take the 3-Minute Quiz
What was the one key message in that activity?
What was the one key message in that activity?
1. Read everything before you do anything.
2. Take out a fresh piece of paper and print your name in the upper top left corner of this page.
3. Circle your “Name” from sentence 2.
4. Draw 5 small squares in the upper right-hand corner.
5. Put an X in each square you have just drawn.
6. Put a circle around each square.
7. Sign your name at the bottom of the page.
8. On the top of the page in the middle, write “yes, yes, yes”.
9. Write sentence number 7.
10. Put an X in the lower left-hand corner of the page.
11. Draw a triangle around the X you just made.
12. On the back of the page, multiply 5 times 4.
13. On the back of the paper add up the numbers 25 and 100.
14. Using your pen or pencil, punch 3 small holes at the bottom of this paper.
15. If you think you have carefully followed these instructions, write “I am SO good!” anywhere on the bottom of this page.
16. Now that you have finished reading the directions carefully, do only sentences one and two. Sit quietly until everyone else is finished.
1. Read everything before you do anything.
2. Take out a fresh piece of paper and print your name in the upper top left corner of this page.
3. Circle your “Name” from sentence 2.
4. Draw 5 small squares in the upper right-hand corner.
5. Put an X in each square you have just drawn.
6. Put a circle around each square.
7. Sign your name at the bottom of the page.
8. On the top of the page in the middle, write “yes, yes, yes”.
9. Write sentence number 7.
10. Put an X in the lower left-hand corner of the page.
11. Draw a triangle around the X you just made.
12. On the back of the page, multiply 5 times 4.
13. On the back of the paper add up the numbers 25 and 100.
14. Using your pen or pencil, punch 3 small holes at the bottom of this paper.
15. If you think you have carefully followed these instructions, write “I am SO good!” anywhere on the bottom of this page.
16. Now that you have finished reading the directions carefully, do only sentences one and two. Sit quietly until everyone else is finished.
Part 5 - Resolving workplace conflicts effectively
Part 5 - Resolving workplace conflicts effectively
What is conflict?
What is conflict?
Conflict is when 1 person or group wants, needs or believes something different from someone else. Conflict can range from a friendly disagreement or turn to a more violent situation. The top causes of conflict at work are:
Conflict is when 1 person or group wants, needs or believes something different from someone else. Conflict can range from a friendly disagreement or turn to a more violent situation. The top causes of conflict at work are:
a. Personality differences
a. Personality differences
Solution: Be understanding, open-minded, and accept that people are different. You simply have to get your work done – so spend your energy on that.
Solution: Be understanding, open-minded, and accept that people are different. You simply have to get your work done – so spend your energy on that.
b. Not following rules or policies
b. Not following rules or policies
Solution: Get help from co-workers or supervisors, and keep the focus on the issue, not the person.
Solution: Get help from co-workers or supervisors, and keep the focus on the issue, not the person.
c. Perceptions and misunderstandings
c. Perceptions and misunderstandings
Solution: Keep good records of communications, emails, etc. and be a better listener and clear communicator.
Solution: Keep good records of communications, emails, etc. and be a better listener and clear communicator.
d. Competition – for top sales or results, better equipment, promotions, projects
d. Competition – for top sales or results, better equipment, promotions, projects
Solution: Manage your emotions; think about the overall team success. If you are tired of never being at the top, ask your boss for help. Maybe you can take some training or try a new method.
Solution: Manage your emotions; think about the overall team success. If you are tired of never being at the top, ask your boss for help. Maybe you can take some training or try a new method.
Understanding Conflict – Group Activity (20 minutes)
Understanding Conflict – Group Activity (20 minutes)
On the board, list 6 or 8 examples of conflicts or disagreements that participants may have experienced at work or school. What category from the previous list do they fit into?
On the board, list 6 or 8 examples of conflicts or disagreements that participants may have experienced at work or school. What category from the previous list do they fit into?
Key Lesson
Key Lesson
In the workplace, there will always be some kind of conflict. How you personally handle it is always in your control. You will be evaluated (informally or formally) on your ability to resolve conflicts with co-workers and customers.
In the workplace, there will always be some kind of conflict. How you personally handle it is always in your control. You will be evaluated (informally or formally) on your ability to resolve conflicts with co-workers and customers.
Conflicts with others are often caused by poor communication and lack of problem- solving skills. To add to that, there are several things that get in the way of resolving conflicts. As a group, come up with some examples in the workplace where the following things cause conflicts or problems.
Conflicts with others are often caused by poor communication and lack of problem- solving skills. To add to that, there are several things that get in the way of resolving conflicts. As a group, come up with some examples in the workplace where the following things cause conflicts or problems.
a. Strong emotions (example?)
b. Expectations or very high hopes (example?)
c. Making assumptions - including stereotypes and past experiences (example?)
d. Negative attitude (example?)
a. Strong emotions (example?)
b. Expectations or very high hopes (example?)
c. Making assumptions - including stereotypes and past experiences (example?)
d. Negative attitude (example?)
How to Work Towards Resolving Conflict at Work
How to Work Towards Resolving Conflict at Work
Key Lesson
Key Lesson
Not all conflicts can be fully resolved to everyone’s satisfaction. It’s very hard to work well with everybody – all the time! However, the assertive and professional you, can work at finding a compromise, or “win-win” situations. The tips on the next page will help.
Not all conflicts can be fully resolved to everyone’s satisfaction. It’s very hard to work well with everybody – all the time! However, the assertive and professional you, can work at finding a compromise, or “win-win” situations. The tips on the next page will help.
Write down any tips from the list that you feel are important to you.
Write down any tips from the list that you feel are important to you.
a. Wait until everyone is calm before saying or doing anything
a. Wait until everyone is calm before saying or doing anything
b. Stay positive – think of things that are going well for you
b. Stay positive – think of things that are going well for you
c. Listen more carefully – you may have missed some key information
c. Listen more carefully – you may have missed some key information
d. Have solutions ready – no one likes a complainer
d. Have solutions ready – no one likes a complainer
e. Accept your role – there are always two sides to every story
e. Accept your role – there are always two sides to every story
f. Ask for (or schedule) more staff meetings and fun events at work – keep communicating clearly!
f. Ask for (or schedule) more staff meetings and fun events at work – keep communicating clearly!
Stay Cool - Take the “High Road”
Stay Cool - Take the “High Road”
If you have a problem with a co-worker, don’t be the person who yells, swears, or complains. It’s not okay.
If you have a problem with a co-worker, don’t be the person who yells, swears, or complains. It’s not okay.
Try to respond rather than react.
Try to respond rather than react.
a. A reaction is immediate and emotional. When you react you usually say or do things you regret.
a. A reaction is immediate and emotional. When you react you usually say or do things you regret.
b. A response is more planned and controlled, and helps when there are difficult situations and people.
b. A response is more planned and controlled, and helps when there are difficult situations and people.
When you are responding to someone
When you are responding to someone
- think about and act on what you can do to solve it – ignore the things that are out of your control or off topic
- talk to the person directly and privately – not behind their back
- choose a neutral place to talk - away from your work area, such as over lunch or in a quiet area during a break
- walk away from it knowing that behind your back they are saying that you are a solid, “stand up” person
Workplace Conflict
Workplace Conflict
What would you do if you were dealing with the following examples of workplace conflict? Discuss the options as a group for what you would say or do (or not do) - 15 minutes.
What would you do if you were dealing with the following examples of workplace conflict? Discuss the options as a group for what you would say or do (or not do) - 15 minutes.
Workplace conflict examples:
Workplace conflict examples:
1. Your co-worker keeps taking breaks to phone or text her kids - up to 30 minutes every day on top of regular breaks. You are angry about the extra time she gets. The boss never seems to notice.
1. Your co-worker keeps taking breaks to phone or text her kids - up to 30 minutes every day on top of regular breaks. You are angry about the extra time she gets. The boss never seems to notice.
2. Your boss keeps changing her mind about your job duties. She’ll ask you to do one thing, and then will ask you to do something totally different – with no instructions or information. Sometimes she can’t remember the earlier conversation and you end up looking foolish.
2. Your boss keeps changing her mind about your job duties. She’ll ask you to do one thing, and then will ask you to do something totally different – with no instructions or information. Sometimes she can’t remember the earlier conversation and you end up looking foolish.
3. You have a regular customer at the diner who is cranky, leaves a mess and never tips. You are the only server. You cringe every day he comes in.
3. You have a regular customer at the diner who is cranky, leaves a mess and never tips. You are the only server. You cringe every day he comes in.
4. Your fellow commission sales team member has sales that are much higher than yours. You suspect he is taking some of your customers, but you have no proof. He is also very pushy and seems arrogant. You are intimidated by him.
4. Your fellow commission sales team member has sales that are much higher than yours. You suspect he is taking some of your customers, but you have no proof. He is also very pushy and seems arrogant. You are intimidated by him.
You notice that some of your staff don’t get along well. A few times there has been shouting. You really don’t like conflict. You have no training in dealing with these kinds of things. What are your options? They seem to get their work done after all.
You notice that some of your staff don’t get along well. A few times there has been shouting. You really don’t like conflict. You have no training in dealing with these kinds of things. What are your options? They seem to get their work done after all.
Internet search
Internet search
- Do an Internet search of “Resolving conflicts at work”.
- Don’t review the same articles as others in your group.
- Come up with 5 tips and share with the group.
- Write down the various options that you think are important to you.
More to Work With – Problem Solving and Critical Thinking
More to Work With – Problem Solving and Critical Thinking
Purpose of activity: To understand how employability skills are needed in every job, even when the employer doesn’t identify them.
Purpose of activity: To understand how employability skills are needed in every job, even when the employer doesn’t identify them.
Instructions
Instructions
1. Look at a job posting from any website and see what soft skills are already listed.
2. Add at least 5 employability skills to help someone understand the job better.
3. Think about what the employer is really looking for outside of technical skills. Even if you do not know a lot about that kind of job, you will have an idea about that industry or field of work.
1. Look at a job posting from any website and see what soft skills are already listed.
2. Add at least 5 employability skills to help someone understand the job better.
3. Think about what the employer is really looking for outside of technical skills. Even if you do not know a lot about that kind of job, you will have an idea about that industry or field of work.
Part 6 - Final Activity
Part 6 - Final Activity
Unit 4 Problem Solving and Critical Thinking
Unit 4 Problem Solving and Critical Thinking
Final Activity
Final Activity
1. You have been asked to work with five other people on a committee to plan a special event on the occasion of a new product launch. You all have to come up with a plan by the end of the week. Everyone has a different idea and no one can agree. What are two different methods you could use to help solve this problem?
1. You have been asked to work with five other people on a committee to plan a special event on the occasion of a new product launch. You all have to come up with a plan by the end of the week. Everyone has a different idea and no one can agree. What are two different methods you could use to help solve this problem?
2. Why are problem solving skills so highly valued by employers?
2. Why are problem solving skills so highly valued by employers?
3. “ A problem or conflict in the workplace is an opportunity for growth or improvement” What does this mean?
3. “ A problem or conflict in the workplace is an opportunity for growth or improvement” What does this mean?
Congratulations!
You have completed
Unit 4: Problem Solving and Critical Thinking
Congratulations!
You have completed
Unit 4: Problem Solving and Critical Thinking