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Problem Solving


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  • 1. Collaborative Problem Solving Presented by the LCD Group: Lita Quero, Chris Rasmussen, Debbie Price
  • 2. FOUR Phases of Collaborative Problem Solving
    • Problem Identification
    • Solution Generation
    • Action plan formulation and agreement
    • Implementation and follow-up
  • 3. Our Focus
    • Prepare you for real world situations
    • Explain three collaborative problem solving scenarios
    • Initiator
    • Responder
    • Mediator
  • 4. Problem-Solving Activity
  • 5. Initiator
  • 6. Initiator Problem ID
    • Take personal ownership of the problem
      • Be accountable for your feelings
    • Describe the problem in terms of behaviors
      • When you do X , Y results, and I feel Z
    • Avoid evaluative conclusions
      • Do not accuse or be a victim
    • Persist until understood
      • Restate or reiterate
    • Encourage Two Way Discussion
      • Seek an explanation
  • 7. Initiator Solution-Generation
    • Focus on commonalities as the basis for
    • requesting a change
      • Organizational and personal goals
      • Shared Values
      • Point out how a change in behavior will have a positive
    • effect on your shared work experience/productivity
  • 8.
    • Create a Climate for Joint Problem Solving
      • Show Genuine Interest and Concern
      • Remain in control of the discussion
    • Ask clarifying questions
      • Transform Complaints from:
        • General to Specific
        • Evaluative to Descriptive
        • Motives and Reasons to Actions and Consequences
      • Limit responses to questions
        • Ask for Examples
      • Restate your understanding
    • Agree with Some Aspect of the Complaint
      • Find a basis of agreement
    Responder Problem ID
  • 9. Responder Solution Generation
    • Ask for Suggestions of Acceptable Alternatives
      • Ask for recommended solutions
      • Agree on course of action
  • 10. Mediator Problem ID
    • Acknowledge that conflict exists and propose problem-solving approach
      • Meet separately or together with parties
      • Determine if both want to work out issue
      • What is relationship between parties
      • Share personal experience
    • Maintain neutral posture
      • Respect both parties’ points of view
        • Serve as facilitator, not a judge
        • Teach problem solving
      • Manage discussion to ensure fairness
        • Don’ t let either party dominate discussion
        • Keep discussion issue oriented
      • Explore options by focusing on interest, not positions
        • Ask ‘why’ questions
        • Help parties identify areas of agreement
  • 11.
    • Make sure both parties support solution agreed upon
    • Don’t terminate discussion too early
    • Follow-up to maintain good working relationship
    Mediator Solution-Generation
  • 12. Summary
    • Diagnose source of conflict
    • Select appropriate conflict mgmt strategy
    • Implement strategy
    • Make sure you have resolution to dispute
  • 13. Video Analysis