It's awesome.

1. Practice Critical Thinking
Critical thinking is one of the most
effective academic skills you can apply

2. Learning Steps:
• Apply problem solving skills
• Apply conflict resolution skills

3. Problem Solving…
• There are five critical steps in the Problem
solving process:
1. Clarify the Problem
2. Gather information
3. Identify alternatives
4. Weigh the alternatives and decide
5. Implement your action plan

4. 1. Clarify the Problem
Ask open ended questions to find out what
caused the situation. You can start the questions
with:
Who
What
Where
When
Why
How
Focus on the main problem at this stage and
avoid letting smaller ones get in the way.

5. 2. Gather Information
• Consult the people who have interest in the
problem
• Read information that relates to the problem
in your company newsletter or occupational
journal

6. 3. Identify Alternatives
• Make a list of at least four problem solving alternatives:
1. The obvious solution
- the solution that first comes to mind
2. The copied solution
- the solution other people have chosen and worked for them
3. The found solution
-the solution that could accomplish what you want
4. The improved solution
-the solution that takes any of the above ones and makes
them better

7. 4. Weigh the Alternatives & Decide
Important factors to consider when weighing
alternatives:
-Your emotions: Which choices to you like/dislike?
-Ease: Will it be possible to carry out these choices?
-Requirements: Will these choices actually solve the
problem?
-Consequences: What could possibly go wrong?
-Plus/Minus: What are the pluses or minuses in this
choice?
-Review: Are you able to state the reasons for your
choice?

8. 5. Implement your Action Plan
In this step you put the problem solving process into
operation. How can you put your action plan into
operation?
-Identify the steps
-Identify time lines
-Identify results
-Identify the follow-up procedures
One way of effectively putting your action plan into
operation is to create a Problem Solving Action Plan

9. Problem Solving Action Plan
• Action Step (in order)
• Time it should take (months, days, hours)
• Results I expect (clearly stated)
• Follow-up I will Implement (usually after final
step)
Make the steps as specific as you can

10. Who's got the answer?!
1. What is the first step in the problem solving
process?
2. Can you describe an “improved solution”?
3. Which step out of the five step problem
solving process has to do with making good
choices?
4. Working with a group gives you lots of input
and can be an advantage. Can you name
some possible disadvantages?

11. Conflict Resolution
Solving conflict can lead to personal and
professional growth

12. Two main areas of focus:
• The causes of conflict
• The common ways of dealing with conflict

13. Five Major Causes of Conflict
• Because of Date
• Because of Relationships
• Because of Values
• Because of Structures
• Because of Interests
Why the conflicts have arisen in the first place:

14. Because of Data
These conflicts occur when:
• people lack the necessary information to
make wise decisions
• People are misinformed
• People disagree over what information is
relevant
• People interpret information differently than
others

15. Because of Relationships
• These conflicts occur because people have
trouble saying what they mean or can’t
correctly interpret what others are saying
• These conflicts can be made worse by people’s
own emotions
• Relationship conflicts are usually more difficult
to resolve than data conflicts

16. Because of Values
• These conflicts occur when two or more
people deal with each other and find they
have different beliefs of what is right and
wrong
• Good communication skills are key when
trying to resolve these conflicts

17. Because of Structures
• These occur between you and another
employee when one of you is not able to
comply with company policy
• Structural conflicts are very common in the
work place

18. Because of Interests
• These usually occur when the people involved
have different needs
• An example can be when a co-worker wants to
play music in the staff room while you prefer
to have it quiet
• If people understand others needs these
conflicts can be resolved relatively easily

19. Dealing with Conflicts
Once you know why the conflict has
occurred, you are ready to consider some
resolutions.
There is no one way of dealing with
conflicts that will suit each person involved.
For this reason, it is a good idea to use the
five ways to deal with conflict

20. Five Ways to Deal with Conflicts
Avoidance
Competing
Compromising
Accommodating
Collaborating

21. Avoidance
Method
-can be a comfortable tactic initially, and may be
used until the people involved get used to each
other
-can be used until others can be consulted
Advantages/Disadvantages
-may prevent the conflict from being resolved
-can be seen as not taking the conflict seriously or
not caring if it is resolved

22. Competing
Method
-can get the conflict over with quickly or lead to
total victory for one side
Advantages/Disadvantages
-can lead to resentment for the other person
-if the other person uses this approach as well it
can lead to stalemate

23. Compromising
Method
-natural and easy for most people
-seems fair since both people see themselves as
winning and losing
Advantages/Disadvantages
-Can possibly result in agreements that neither
person likes

24. Accommodating
Method
-appropriate if one person thinks the other is right
-can work when you feel the relationship is worth
more then being on the “winning side.”
Advantages/Disadvantages
-Can cause you to be labeled as “soft.”
-Can lead to the habit of giving in on important
issues

25. Collaborating
Method
-both people involved can say they “won.”
-important relationships can be built up and
maintained
Advantages/Disadvantages
-can be time consuming
-people who use the competing style may see
collaborating is weakness

26. Notes on Dealing with Conflicts
- When possible, try to use the collaborating
style to deal with a conflict.
- Collaborating is the style most likely to give
everyone involved some satisfaction.
-It is essential to listen and try to understand
the other person’s point of view.
- Three guiding principals to remember:
Be calm, Be patient, Be respectful

27. Who’s Got the Answer?!
1. Can you name the causes of conflict?
2. Can you name the five conflict resolutions?
3. What is the best conflict resolution style?

28. References:
Alder, Ronald, B., & Towne, Neil. (1994). Managing interpersonal conflicts. Looking out
Looking in: Interpersonal Communication (8th ed.), (pp. 431-436). Fort Worth: Holt
Rinehart & Winston, Inc.
Zenger-Miller Inc. (1995). Resolving issues with others. Working: Personal Leadership
Skills.
San Jose, CA: Zenger-Miller, Inc.
Web pages:
http://www.mindtools.com/pages/article/newTMC_00.htm
http://www.mindtools.com/pages/article/newLDR_81.htm