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7232019 StudentManual Sample
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Customizable Training Material
Problem Solving andDeision Maing
7232019 StudentManual Sample
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COPYRIGHT
All rigts reserved worldwide under $nternational and PanAmerianoyrigt agreementsamp No art of tis doument an be reroduedstored in a retrieval system or transmitted in any form or by any
means eletroni meanial otooying reording or oterwisewitout te rior written ermission of (elsoft Training Materials $namp
Courseware Version 30
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 318
TABLE OF CONTENTS
Session One Course Overview 1
Session Two Defnitions2
De)ning Problem Solving and Deision Maing Problem $denti)ation +igt ssentials to De)ning a Problem-Problem Solving in Ation
Session Three Making Decisions9
at it Means 0 Tyes of Deisions 12Fats vsamp $nformation 11DeisionMaing Tras 1+
Session our etting ea1$
Session ive The roampe Soving Mo(e1)
Model 3verview 1Real Problems 1Pase 3ne +Pase Two 4Pase Tree
Session Si Case Stu(+30
Session Seven The roampe Soving Tookit33
Te 5asi Tools ++ Te Fisbone +6Degrees of Suort +7Creative Tining Metods +
5rainstorming and 5rainwriting -+More Metods --
Session ight -sirinia
Deision $nformation -4$ndividual Ation Stes -7
Session ine Swotting )
S3T Analysis -$ndividual Analysis 42
Session Ten Making oo( rou Decisions1
oring Toward te Deision 41
Avoiding Fatal Mistaes 44Session even -na+ing an( Seecting Soutions$
Seleting Criteria 46Creating a Cost5ene)t Analysis 47
Session Tweve anning an( Organiing9
$ntrodution 40FollowU Analysis 62valuate 61
7232019 StudentManual Sample
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Adat Close and Celebrate 6
ersona -ction an$3
ecoen(e( ea(ing 4ist$
Course vauation$
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 518
Problem Solving and Deision Maing
Session One Course Overview
Course Overview
e mae deisions and solve roblems ontinuallyamp e start maingdeisions before we even get out of bed 8sall $ get u now or not9ampSometimes we will ave made as many as 42 deisions by te time weleave for woramp Desite all te natural deision maing tat goes on and teroblem solving we do some eole are very unomfortable wit aving tomae deisionsamp ou may now someone wo as a ard time maingdeisions about wat to eat never mind te internal wrestling tey gotroug in order to tae on maltor deisions at woramp
=iewise wegtve robably all looed at a solution to someting and said $ould ave tougt of tatamp Te ey to )nding reative solutions is not ltust
reativity altoug tat will ertainly elamp Te answer rests in our ability toidentify otions resear tem and ten ut tings togeter in a way tatworsamp aving a roess to wor troug an tae te anBiety out of roblemsolving and mae deisions easieramp Tatgts wat tis twoday worso is allaboutamp
Learning Objeives
At te end of tis worso you will be able too Aly roblem solving stes and toolso Analyze information to learly desribe roblemso $dentify aroriate solutionso Tin reatively and be a ontributing member of a roblem solving
teamo Selet te best aroa for maing deisionso Create a lan for imlementing evaluating and following u on
deisionso Avoid ommon deisionmaing mistaes
Persona Objeives
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
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Problem Solving and Deision Maing
Session Two e$niions
De)ning Problem Solving and Deision Maing
at sei)ally is a roblem9 A roblem an be a mystery a uzzle anunsettled matter a situation reuiring a solution or an issue involvingunertainty tat needs to be dealt witamp ou are dealing wit roblems everydayamp
ile doing some resear on roblem solving we found some interestingargumentsamp Tere are uotes attributed to diEerent eole tat say verydiEerent tings about roblemsamp
Aber Einsein is uoted as saying tat if e ad an our to save te world
e would send )fty)ve minutes de)ning te roblem and only )ve minutes)nding te solutionamp ile eole ave argued wit insteingts numbers teoint is tat a roblem needs to be roerly de)ned before you an ome uwit a solution tat is wort imlementing and deals wit te roblemadeuatelyamp
Problems an be lassi)ed in tree wayso Problems tat ave already aenedo Problems tat lie aeado Problems you want to revent from aening
Tere are tree ways to aroa roblemso ou an stall or delay until a deision is no longer neessary or until
te roblem as beome even greaterampo ou an mae a sna deision oE te to of your ead wit little to
no tining or logiampo ou an use a rofessional aroa and solve roblems based on
sound deisionmaing ratiesamp
Tinamp o so(eone )ou ampnow wo is a grea robe( sover+ esribee rais araerisis an- beaviors a (aampe e( a goo-robe( sover+
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 718
Problem Solving and Deision Maing
Problem $denti)ation
Te )rst and most imortant undertaing of your roblem solving eEortsneeds to be de)ning te roblemamp ou annot wor on someting if you dongttnow wat it isamp ou ave to resist te tendeny to start woring on teroblem as soon as you now one eBists and instead develo anunderstanding of weter we are addressing te roblem or merely asymtom of itamp
e sould go after te roblem rater tan atta symtomsamp Tis way wean reate iger uality solutions tat in turn will eliminate or redue tesymtomsamp As well tis will resolve te roblem mu more easily tan wenyou atta te surfae onlyamp Most imortantly yougtll also now tat you are
taing on a wortwile roblemamp
Can )ou inamp o an ea(e o wen so(eone ooampe- a es)(o(s insea- o e roo o a robe( 0a aene-
983209 22421 (elsoft Training Materials $namp
+
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 818
Problem Solving and Deision Maing
igt ssentials to De)ning a Problem
Altoug we mae deisions all te time some deisions ome easier tan
otersamp Te )rst ste is to de)ne te roblem learlyamp e ave eigtsuggestions to el you do tis as easily eiently and eEetively asossibleamp
Rerase e Probe(
Sometimes wat we want to see is not wat oter eole seeamp en te bosssees rodution dro and e tells is team to wor arder egts not liely tosee mu of a resultamp egts telling eole wat to do for is bene)t and tatdoes very little to engage eoleamp $nstead e ould rerase te roblemand as eole wat tey feel onnets tem to teir woramp e an tae aninterest and as wat tey an do to mae teir ltobs easier or mae worroesses more eientamp $n tis way e engages eole )nds out wat ouldbe droing teir rodution and an ome u wit solutions instead of ltusttelling eole to be more rodutiveamp
$f you ave a ard time wit wordsmiting grab a ditionary and tesaurus8or loo at online versions and lay wit your roblem statement byanging it several timesamp Start wit one word or sort rasesamp $f you dongttenltoy word games very mu or feel yourself struggling as for el from aolleague or friendamp
eregts an eBamleamp $f te roblem seems lie 3ur sales are dereasingstart relaing words to beome learer about watgts going on
o 3ur maret sare is dereasingampo 3ur new sales are te same as last yearampo Reeat sales ave dereased 16G over last yearampo 3ur outgoing sales all volume as inreased 1Gampo 3ur inoming omlaint alls ave inreased Gamp
5y doing tis tye of rewording you an narrow tings down and determinetat te real roblem isngtt tat your sales team is negleting teir wor or
needs more trainingamp Te roblem aears to be tat reeat sales are downand orrelating wit tat is an inrease in omlaintsamp Finding out wy will beyour neBt steamp
Eose an- Caenge Assu(ions
e assume a lotamp $tgts uman natureamp Unfortunately assumtions an reallyinterfere wit getting an aurate roblem statementamp
983209 22421 (elsoft Training Materials $namp
-
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 918
Problem Solving and Deision Maing
$f you ull u to te gas ums you migt assume tat you an buy regularmidgrade or remium gasamp And yet wen you ull u to a rural station andtere is only one otion 8regular for your ar wi usually gets remiumyou ave to deide weter you ave enoug fuel left to mae it to te neBt
gas stationamp
en de)ning your roblem write a list and inlude as many assumtionsyou an tin of eseially te obvious onesamp Tis els to larify teroblemamp Ten test ea assumtion and )nd out if some of tem areatually wrong or if you imosed tem on yourselfamp
3ne ommon assumtion is to say egtve never done it tat way so wewongtt be allowed to do it in te futureamp
1se Fas
Sometimes we see a roblem and ltust want to ltum in and )B itamp oweverwe are also generally resonsible for tings lie time and money so itgtsimortant tat we loo at te details and determine wat te roblem reallyisamp $f a roblem is too vague it migt not even be serious enoug to warrantsolvingamp Find te data you need to de)ne te roblemamp $f you an draw aiture or a gra do soamp As uestions and gater information tat onestlydesribes te roblem so tat you an get sei) about itamp
ougtre always late is a very vague statement of a roblemamp ougtve beenlate tree days in a row is sei)amp it straigtforward roblems lie tis
one you will )nd tat de)ning te roblem and bringing it to te oterersongts attention will often resolve itamp Tere are very few eole wo willontinue to allenge te suervisor one tey demonstrate an awareness of te late beavior being reeatedamp
Grow Your Tinamping
Problems are often related to oter roblemsamp Tey an be a small element of a larger issue so tis element of roblem de)nition inludes onsidering teroblem as art of someting largeramp To do tis you mae te roblem more
generalamp
As uestions su aso atgts tis onneted to9o at is tis an eBamle of9o ere ave we seen tis before9
983209 22421 (elsoft Training Materials $namp
4
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1018
Problem Solving and Deision Maing
=everaging te word lay we used earlier relae sei) words wit moregeneral onesamp 5udget beomes )nanes oe des beomesfurniture mouse beomes estamp
Srinamp Your Environ(en Te(orari)
Sine ea roblem is liely made u of smaller roblems one way to )gureout te issue is to slit it into smaller ieesamp Tis allows you to onsidersei) detailsamp Tis will el you gain an understanding of te biggerroblem as well as te eEet tat te smaller roblems ave on oneanoteramp
Srining your environment is very eEetive wen you ave a roblem tatis overwelmingamp $t allows you to fous on someting tangibleamp ou an againuse word lay to great bene)t ere using words tat are more aurate inteir de)nitionamp (eile beomes taBi or aramp 5udget beomes our
deartmentgts budget and ten our deartmentgts travel budgetamp
Praie 2uie Perseives
Altoug te roblem may be very lear from were you are looing rigtnow tat may not be te ase from everyone elsegts ersetiveamp $f our salesare dereasing we may tin itgts beause our sales team is not beingeEetive but maybe our ometition as droed teir rie and added afeature to teir rodut tat maes tem more aealing tan we areamp
Rewrite te roblem from several diEerent ersetivesamp ow does yourustomer loo at tis roblem9 at about your sales team9 our ourier9Add ersetives for eole in diEerent rolesamp ow would your souse seetis9 A former teaer9 A loal business assoiation9 Te eole at te afHdown te street9
Turn i 1si-e own
3ne owerful ersetive is de)ning your roblem is to loo at it from tereverse diretionamp $f you want more of someting )gure out wat you getless of as a resultamp $nvestigate wat aens to derease sales or to sell
fewer roduts or to lose more gamesamp $f you feel tat sending an emloyeeto a onferene is too eBensive onsider wat aens wen you do sendtemamp
Cange your ersetive and onsider tings from angles you ad not yetonsidered and onsider te onseuenesamp at about setting u a barebones rodut tat does not ave all te same elements as te fany oneseole are buying from your ometition9
983209 22421 (elsoft Training Materials $namp
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7232019 StudentManual Sample
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Problem Solving and Deision Maing
Fra(e e Probe( Purose) an- Posiive)
Tis is someting we borrow from goal settingamp 3ur brains will fous on tingstat are ositive and eBitingamp ven more eEetive is to reframe wat youtin as te roblem into a ositive and engaging uestion5 beause oursubonsious loves to onder uestions and will start woring on temimmediately even if we dongtt tin wegtre tining about itamp For eBamleinstead of tining e need our emloyees to uit smoing beausesmoers are driving u osts of our bene)t lan try ow an weenourage our emloyees to live long ealty lives and live to be ayeole9
983209 22421 (elsoft Training Materials $namp
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7232019 StudentManual Sample
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Problem Solving and Deision Maing
Su((ar)
en you an desribe te roblem learly te solution often resents itselfampowever failure to identify te roblem roerly an send you oE )Bing
tings tat may not ever resolve te atual roblemamp Dongtt reate a situationwere you are looing at te same roblem tree monts from nowI usetese eigt essential elements in your favoramp
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1318
Problem Solving and Deision Maing
Problem Solving in Ation
Probe( One Your i-3s eaer as o sa) a )our eenager
as been ae arriving o soo ever) -a) is weeamp+
Probe( Two Coeagues are eaving eir -ir) -ises in eampien a woramp+
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0
7232019 StudentManual Sample
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Problem Solving and Deision Maing
Persona Aion Pan
I a( area-) -oing ese ings we
I wan o i(rove ese areas
I ave ese resoures o e (e
As a resu o wa Iave earne- in isworampso I a( goingo4
2) arge-ae is4
I wi ampnow Iavesuee-e-wen4
I wi oowu wi()se on4
Reo((en-e- Rea-ing Lis
Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp
983209 22421 (elsoft Training Materials $namp
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7232019 StudentManual Sample
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Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
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7232019 StudentManual Sample
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Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
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7232019 StudentManual Sample
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Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
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Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1
7232019 StudentManual Sample
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COPYRIGHT
All rigts reserved worldwide under $nternational and PanAmerianoyrigt agreementsamp No art of tis doument an be reroduedstored in a retrieval system or transmitted in any form or by any
means eletroni meanial otooying reording or oterwisewitout te rior written ermission of (elsoft Training Materials $namp
Courseware Version 30
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 318
TABLE OF CONTENTS
Session One Course Overview 1
Session Two Defnitions2
De)ning Problem Solving and Deision Maing Problem $denti)ation +igt ssentials to De)ning a Problem-Problem Solving in Ation
Session Three Making Decisions9
at it Means 0 Tyes of Deisions 12Fats vsamp $nformation 11DeisionMaing Tras 1+
Session our etting ea1$
Session ive The roampe Soving Mo(e1)
Model 3verview 1Real Problems 1Pase 3ne +Pase Two 4Pase Tree
Session Si Case Stu(+30
Session Seven The roampe Soving Tookit33
Te 5asi Tools ++ Te Fisbone +6Degrees of Suort +7Creative Tining Metods +
5rainstorming and 5rainwriting -+More Metods --
Session ight -sirinia
Deision $nformation -4$ndividual Ation Stes -7
Session ine Swotting )
S3T Analysis -$ndividual Analysis 42
Session Ten Making oo( rou Decisions1
oring Toward te Deision 41
Avoiding Fatal Mistaes 44Session even -na+ing an( Seecting Soutions$
Seleting Criteria 46Creating a Cost5ene)t Analysis 47
Session Tweve anning an( Organiing9
$ntrodution 40FollowU Analysis 62valuate 61
7232019 StudentManual Sample
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Adat Close and Celebrate 6
ersona -ction an$3
ecoen(e( ea(ing 4ist$
Course vauation$
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 518
Problem Solving and Deision Maing
Session One Course Overview
Course Overview
e mae deisions and solve roblems ontinuallyamp e start maingdeisions before we even get out of bed 8sall $ get u now or not9ampSometimes we will ave made as many as 42 deisions by te time weleave for woramp Desite all te natural deision maing tat goes on and teroblem solving we do some eole are very unomfortable wit aving tomae deisionsamp ou may now someone wo as a ard time maingdeisions about wat to eat never mind te internal wrestling tey gotroug in order to tae on maltor deisions at woramp
=iewise wegtve robably all looed at a solution to someting and said $ould ave tougt of tatamp Te ey to )nding reative solutions is not ltust
reativity altoug tat will ertainly elamp Te answer rests in our ability toidentify otions resear tem and ten ut tings togeter in a way tatworsamp aving a roess to wor troug an tae te anBiety out of roblemsolving and mae deisions easieramp Tatgts wat tis twoday worso is allaboutamp
Learning Objeives
At te end of tis worso you will be able too Aly roblem solving stes and toolso Analyze information to learly desribe roblemso $dentify aroriate solutionso Tin reatively and be a ontributing member of a roblem solving
teamo Selet te best aroa for maing deisionso Create a lan for imlementing evaluating and following u on
deisionso Avoid ommon deisionmaing mistaes
Persona Objeives
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 618
Problem Solving and Deision Maing
Session Two e$niions
De)ning Problem Solving and Deision Maing
at sei)ally is a roblem9 A roblem an be a mystery a uzzle anunsettled matter a situation reuiring a solution or an issue involvingunertainty tat needs to be dealt witamp ou are dealing wit roblems everydayamp
ile doing some resear on roblem solving we found some interestingargumentsamp Tere are uotes attributed to diEerent eole tat say verydiEerent tings about roblemsamp
Aber Einsein is uoted as saying tat if e ad an our to save te world
e would send )fty)ve minutes de)ning te roblem and only )ve minutes)nding te solutionamp ile eole ave argued wit insteingts numbers teoint is tat a roblem needs to be roerly de)ned before you an ome uwit a solution tat is wort imlementing and deals wit te roblemadeuatelyamp
Problems an be lassi)ed in tree wayso Problems tat ave already aenedo Problems tat lie aeado Problems you want to revent from aening
Tere are tree ways to aroa roblemso ou an stall or delay until a deision is no longer neessary or until
te roblem as beome even greaterampo ou an mae a sna deision oE te to of your ead wit little to
no tining or logiampo ou an use a rofessional aroa and solve roblems based on
sound deisionmaing ratiesamp
Tinamp o so(eone )ou ampnow wo is a grea robe( sover+ esribee rais araerisis an- beaviors a (aampe e( a goo-robe( sover+
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 718
Problem Solving and Deision Maing
Problem $denti)ation
Te )rst and most imortant undertaing of your roblem solving eEortsneeds to be de)ning te roblemamp ou annot wor on someting if you dongttnow wat it isamp ou ave to resist te tendeny to start woring on teroblem as soon as you now one eBists and instead develo anunderstanding of weter we are addressing te roblem or merely asymtom of itamp
e sould go after te roblem rater tan atta symtomsamp Tis way wean reate iger uality solutions tat in turn will eliminate or redue tesymtomsamp As well tis will resolve te roblem mu more easily tan wenyou atta te surfae onlyamp Most imortantly yougtll also now tat you are
taing on a wortwile roblemamp
Can )ou inamp o an ea(e o wen so(eone ooampe- a es)(o(s insea- o e roo o a robe( 0a aene-
983209 22421 (elsoft Training Materials $namp
+
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 818
Problem Solving and Deision Maing
igt ssentials to De)ning a Problem
Altoug we mae deisions all te time some deisions ome easier tan
otersamp Te )rst ste is to de)ne te roblem learlyamp e ave eigtsuggestions to el you do tis as easily eiently and eEetively asossibleamp
Rerase e Probe(
Sometimes wat we want to see is not wat oter eole seeamp en te bosssees rodution dro and e tells is team to wor arder egts not liely tosee mu of a resultamp egts telling eole wat to do for is bene)t and tatdoes very little to engage eoleamp $nstead e ould rerase te roblemand as eole wat tey feel onnets tem to teir woramp e an tae aninterest and as wat tey an do to mae teir ltobs easier or mae worroesses more eientamp $n tis way e engages eole )nds out wat ouldbe droing teir rodution and an ome u wit solutions instead of ltusttelling eole to be more rodutiveamp
$f you ave a ard time wit wordsmiting grab a ditionary and tesaurus8or loo at online versions and lay wit your roblem statement byanging it several timesamp Start wit one word or sort rasesamp $f you dongttenltoy word games very mu or feel yourself struggling as for el from aolleague or friendamp
eregts an eBamleamp $f te roblem seems lie 3ur sales are dereasingstart relaing words to beome learer about watgts going on
o 3ur maret sare is dereasingampo 3ur new sales are te same as last yearampo Reeat sales ave dereased 16G over last yearampo 3ur outgoing sales all volume as inreased 1Gampo 3ur inoming omlaint alls ave inreased Gamp
5y doing tis tye of rewording you an narrow tings down and determinetat te real roblem isngtt tat your sales team is negleting teir wor or
needs more trainingamp Te roblem aears to be tat reeat sales are downand orrelating wit tat is an inrease in omlaintsamp Finding out wy will beyour neBt steamp
Eose an- Caenge Assu(ions
e assume a lotamp $tgts uman natureamp Unfortunately assumtions an reallyinterfere wit getting an aurate roblem statementamp
983209 22421 (elsoft Training Materials $namp
-
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 918
Problem Solving and Deision Maing
$f you ull u to te gas ums you migt assume tat you an buy regularmidgrade or remium gasamp And yet wen you ull u to a rural station andtere is only one otion 8regular for your ar wi usually gets remiumyou ave to deide weter you ave enoug fuel left to mae it to te neBt
gas stationamp
en de)ning your roblem write a list and inlude as many assumtionsyou an tin of eseially te obvious onesamp Tis els to larify teroblemamp Ten test ea assumtion and )nd out if some of tem areatually wrong or if you imosed tem on yourselfamp
3ne ommon assumtion is to say egtve never done it tat way so wewongtt be allowed to do it in te futureamp
1se Fas
Sometimes we see a roblem and ltust want to ltum in and )B itamp oweverwe are also generally resonsible for tings lie time and money so itgtsimortant tat we loo at te details and determine wat te roblem reallyisamp $f a roblem is too vague it migt not even be serious enoug to warrantsolvingamp Find te data you need to de)ne te roblemamp $f you an draw aiture or a gra do soamp As uestions and gater information tat onestlydesribes te roblem so tat you an get sei) about itamp
ougtre always late is a very vague statement of a roblemamp ougtve beenlate tree days in a row is sei)amp it straigtforward roblems lie tis
one you will )nd tat de)ning te roblem and bringing it to te oterersongts attention will often resolve itamp Tere are very few eole wo willontinue to allenge te suervisor one tey demonstrate an awareness of te late beavior being reeatedamp
Grow Your Tinamping
Problems are often related to oter roblemsamp Tey an be a small element of a larger issue so tis element of roblem de)nition inludes onsidering teroblem as art of someting largeramp To do tis you mae te roblem more
generalamp
As uestions su aso atgts tis onneted to9o at is tis an eBamle of9o ere ave we seen tis before9
983209 22421 (elsoft Training Materials $namp
4
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1018
Problem Solving and Deision Maing
=everaging te word lay we used earlier relae sei) words wit moregeneral onesamp 5udget beomes )nanes oe des beomesfurniture mouse beomes estamp
Srinamp Your Environ(en Te(orari)
Sine ea roblem is liely made u of smaller roblems one way to )gureout te issue is to slit it into smaller ieesamp Tis allows you to onsidersei) detailsamp Tis will el you gain an understanding of te biggerroblem as well as te eEet tat te smaller roblems ave on oneanoteramp
Srining your environment is very eEetive wen you ave a roblem tatis overwelmingamp $t allows you to fous on someting tangibleamp ou an againuse word lay to great bene)t ere using words tat are more aurate inteir de)nitionamp (eile beomes taBi or aramp 5udget beomes our
deartmentgts budget and ten our deartmentgts travel budgetamp
Praie 2uie Perseives
Altoug te roblem may be very lear from were you are looing rigtnow tat may not be te ase from everyone elsegts ersetiveamp $f our salesare dereasing we may tin itgts beause our sales team is not beingeEetive but maybe our ometition as droed teir rie and added afeature to teir rodut tat maes tem more aealing tan we areamp
Rewrite te roblem from several diEerent ersetivesamp ow does yourustomer loo at tis roblem9 at about your sales team9 our ourier9Add ersetives for eole in diEerent rolesamp ow would your souse seetis9 A former teaer9 A loal business assoiation9 Te eole at te afHdown te street9
Turn i 1si-e own
3ne owerful ersetive is de)ning your roblem is to loo at it from tereverse diretionamp $f you want more of someting )gure out wat you getless of as a resultamp $nvestigate wat aens to derease sales or to sell
fewer roduts or to lose more gamesamp $f you feel tat sending an emloyeeto a onferene is too eBensive onsider wat aens wen you do sendtemamp
Cange your ersetive and onsider tings from angles you ad not yetonsidered and onsider te onseuenesamp at about setting u a barebones rodut tat does not ave all te same elements as te fany oneseole are buying from your ometition9
983209 22421 (elsoft Training Materials $namp
6
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1118
Problem Solving and Deision Maing
Fra(e e Probe( Purose) an- Posiive)
Tis is someting we borrow from goal settingamp 3ur brains will fous on tingstat are ositive and eBitingamp ven more eEetive is to reframe wat youtin as te roblem into a ositive and engaging uestion5 beause oursubonsious loves to onder uestions and will start woring on temimmediately even if we dongtt tin wegtre tining about itamp For eBamleinstead of tining e need our emloyees to uit smoing beausesmoers are driving u osts of our bene)t lan try ow an weenourage our emloyees to live long ealty lives and live to be ayeole9
983209 22421 (elsoft Training Materials $namp
7
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1218
Problem Solving and Deision Maing
Su((ar)
en you an desribe te roblem learly te solution often resents itselfampowever failure to identify te roblem roerly an send you oE )Bing
tings tat may not ever resolve te atual roblemamp Dongtt reate a situationwere you are looing at te same roblem tree monts from nowI usetese eigt essential elements in your favoramp
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1318
Problem Solving and Deision Maing
Problem Solving in Ation
Probe( One Your i-3s eaer as o sa) a )our eenager
as been ae arriving o soo ever) -a) is weeamp+
Probe( Two Coeagues are eaving eir -ir) -ises in eampien a woramp+
983209 22421 (elsoft Training Materials $namp
0
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1418
Problem Solving and Deision Maing
Persona Aion Pan
I a( area-) -oing ese ings we
I wan o i(rove ese areas
I ave ese resoures o e (e
As a resu o wa Iave earne- in isworampso I a( goingo4
2) arge-ae is4
I wi ampnow Iavesuee-e-wen4
I wi oowu wi()se on4
Reo((en-e- Rea-ing Lis
Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1518
Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 318
TABLE OF CONTENTS
Session One Course Overview 1
Session Two Defnitions2
De)ning Problem Solving and Deision Maing Problem $denti)ation +igt ssentials to De)ning a Problem-Problem Solving in Ation
Session Three Making Decisions9
at it Means 0 Tyes of Deisions 12Fats vsamp $nformation 11DeisionMaing Tras 1+
Session our etting ea1$
Session ive The roampe Soving Mo(e1)
Model 3verview 1Real Problems 1Pase 3ne +Pase Two 4Pase Tree
Session Si Case Stu(+30
Session Seven The roampe Soving Tookit33
Te 5asi Tools ++ Te Fisbone +6Degrees of Suort +7Creative Tining Metods +
5rainstorming and 5rainwriting -+More Metods --
Session ight -sirinia
Deision $nformation -4$ndividual Ation Stes -7
Session ine Swotting )
S3T Analysis -$ndividual Analysis 42
Session Ten Making oo( rou Decisions1
oring Toward te Deision 41
Avoiding Fatal Mistaes 44Session even -na+ing an( Seecting Soutions$
Seleting Criteria 46Creating a Cost5ene)t Analysis 47
Session Tweve anning an( Organiing9
$ntrodution 40FollowU Analysis 62valuate 61
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 418
Adat Close and Celebrate 6
ersona -ction an$3
ecoen(e( ea(ing 4ist$
Course vauation$
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 518
Problem Solving and Deision Maing
Session One Course Overview
Course Overview
e mae deisions and solve roblems ontinuallyamp e start maingdeisions before we even get out of bed 8sall $ get u now or not9ampSometimes we will ave made as many as 42 deisions by te time weleave for woramp Desite all te natural deision maing tat goes on and teroblem solving we do some eole are very unomfortable wit aving tomae deisionsamp ou may now someone wo as a ard time maingdeisions about wat to eat never mind te internal wrestling tey gotroug in order to tae on maltor deisions at woramp
=iewise wegtve robably all looed at a solution to someting and said $ould ave tougt of tatamp Te ey to )nding reative solutions is not ltust
reativity altoug tat will ertainly elamp Te answer rests in our ability toidentify otions resear tem and ten ut tings togeter in a way tatworsamp aving a roess to wor troug an tae te anBiety out of roblemsolving and mae deisions easieramp Tatgts wat tis twoday worso is allaboutamp
Learning Objeives
At te end of tis worso you will be able too Aly roblem solving stes and toolso Analyze information to learly desribe roblemso $dentify aroriate solutionso Tin reatively and be a ontributing member of a roblem solving
teamo Selet te best aroa for maing deisionso Create a lan for imlementing evaluating and following u on
deisionso Avoid ommon deisionmaing mistaes
Persona Objeives
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 618
Problem Solving and Deision Maing
Session Two e$niions
De)ning Problem Solving and Deision Maing
at sei)ally is a roblem9 A roblem an be a mystery a uzzle anunsettled matter a situation reuiring a solution or an issue involvingunertainty tat needs to be dealt witamp ou are dealing wit roblems everydayamp
ile doing some resear on roblem solving we found some interestingargumentsamp Tere are uotes attributed to diEerent eole tat say verydiEerent tings about roblemsamp
Aber Einsein is uoted as saying tat if e ad an our to save te world
e would send )fty)ve minutes de)ning te roblem and only )ve minutes)nding te solutionamp ile eole ave argued wit insteingts numbers teoint is tat a roblem needs to be roerly de)ned before you an ome uwit a solution tat is wort imlementing and deals wit te roblemadeuatelyamp
Problems an be lassi)ed in tree wayso Problems tat ave already aenedo Problems tat lie aeado Problems you want to revent from aening
Tere are tree ways to aroa roblemso ou an stall or delay until a deision is no longer neessary or until
te roblem as beome even greaterampo ou an mae a sna deision oE te to of your ead wit little to
no tining or logiampo ou an use a rofessional aroa and solve roblems based on
sound deisionmaing ratiesamp
Tinamp o so(eone )ou ampnow wo is a grea robe( sover+ esribee rais araerisis an- beaviors a (aampe e( a goo-robe( sover+
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 718
Problem Solving and Deision Maing
Problem $denti)ation
Te )rst and most imortant undertaing of your roblem solving eEortsneeds to be de)ning te roblemamp ou annot wor on someting if you dongttnow wat it isamp ou ave to resist te tendeny to start woring on teroblem as soon as you now one eBists and instead develo anunderstanding of weter we are addressing te roblem or merely asymtom of itamp
e sould go after te roblem rater tan atta symtomsamp Tis way wean reate iger uality solutions tat in turn will eliminate or redue tesymtomsamp As well tis will resolve te roblem mu more easily tan wenyou atta te surfae onlyamp Most imortantly yougtll also now tat you are
taing on a wortwile roblemamp
Can )ou inamp o an ea(e o wen so(eone ooampe- a es)(o(s insea- o e roo o a robe( 0a aene-
983209 22421 (elsoft Training Materials $namp
+
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 818
Problem Solving and Deision Maing
igt ssentials to De)ning a Problem
Altoug we mae deisions all te time some deisions ome easier tan
otersamp Te )rst ste is to de)ne te roblem learlyamp e ave eigtsuggestions to el you do tis as easily eiently and eEetively asossibleamp
Rerase e Probe(
Sometimes wat we want to see is not wat oter eole seeamp en te bosssees rodution dro and e tells is team to wor arder egts not liely tosee mu of a resultamp egts telling eole wat to do for is bene)t and tatdoes very little to engage eoleamp $nstead e ould rerase te roblemand as eole wat tey feel onnets tem to teir woramp e an tae aninterest and as wat tey an do to mae teir ltobs easier or mae worroesses more eientamp $n tis way e engages eole )nds out wat ouldbe droing teir rodution and an ome u wit solutions instead of ltusttelling eole to be more rodutiveamp
$f you ave a ard time wit wordsmiting grab a ditionary and tesaurus8or loo at online versions and lay wit your roblem statement byanging it several timesamp Start wit one word or sort rasesamp $f you dongttenltoy word games very mu or feel yourself struggling as for el from aolleague or friendamp
eregts an eBamleamp $f te roblem seems lie 3ur sales are dereasingstart relaing words to beome learer about watgts going on
o 3ur maret sare is dereasingampo 3ur new sales are te same as last yearampo Reeat sales ave dereased 16G over last yearampo 3ur outgoing sales all volume as inreased 1Gampo 3ur inoming omlaint alls ave inreased Gamp
5y doing tis tye of rewording you an narrow tings down and determinetat te real roblem isngtt tat your sales team is negleting teir wor or
needs more trainingamp Te roblem aears to be tat reeat sales are downand orrelating wit tat is an inrease in omlaintsamp Finding out wy will beyour neBt steamp
Eose an- Caenge Assu(ions
e assume a lotamp $tgts uman natureamp Unfortunately assumtions an reallyinterfere wit getting an aurate roblem statementamp
983209 22421 (elsoft Training Materials $namp
-
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 918
Problem Solving and Deision Maing
$f you ull u to te gas ums you migt assume tat you an buy regularmidgrade or remium gasamp And yet wen you ull u to a rural station andtere is only one otion 8regular for your ar wi usually gets remiumyou ave to deide weter you ave enoug fuel left to mae it to te neBt
gas stationamp
en de)ning your roblem write a list and inlude as many assumtionsyou an tin of eseially te obvious onesamp Tis els to larify teroblemamp Ten test ea assumtion and )nd out if some of tem areatually wrong or if you imosed tem on yourselfamp
3ne ommon assumtion is to say egtve never done it tat way so wewongtt be allowed to do it in te futureamp
1se Fas
Sometimes we see a roblem and ltust want to ltum in and )B itamp oweverwe are also generally resonsible for tings lie time and money so itgtsimortant tat we loo at te details and determine wat te roblem reallyisamp $f a roblem is too vague it migt not even be serious enoug to warrantsolvingamp Find te data you need to de)ne te roblemamp $f you an draw aiture or a gra do soamp As uestions and gater information tat onestlydesribes te roblem so tat you an get sei) about itamp
ougtre always late is a very vague statement of a roblemamp ougtve beenlate tree days in a row is sei)amp it straigtforward roblems lie tis
one you will )nd tat de)ning te roblem and bringing it to te oterersongts attention will often resolve itamp Tere are very few eole wo willontinue to allenge te suervisor one tey demonstrate an awareness of te late beavior being reeatedamp
Grow Your Tinamping
Problems are often related to oter roblemsamp Tey an be a small element of a larger issue so tis element of roblem de)nition inludes onsidering teroblem as art of someting largeramp To do tis you mae te roblem more
generalamp
As uestions su aso atgts tis onneted to9o at is tis an eBamle of9o ere ave we seen tis before9
983209 22421 (elsoft Training Materials $namp
4
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1018
Problem Solving and Deision Maing
=everaging te word lay we used earlier relae sei) words wit moregeneral onesamp 5udget beomes )nanes oe des beomesfurniture mouse beomes estamp
Srinamp Your Environ(en Te(orari)
Sine ea roblem is liely made u of smaller roblems one way to )gureout te issue is to slit it into smaller ieesamp Tis allows you to onsidersei) detailsamp Tis will el you gain an understanding of te biggerroblem as well as te eEet tat te smaller roblems ave on oneanoteramp
Srining your environment is very eEetive wen you ave a roblem tatis overwelmingamp $t allows you to fous on someting tangibleamp ou an againuse word lay to great bene)t ere using words tat are more aurate inteir de)nitionamp (eile beomes taBi or aramp 5udget beomes our
deartmentgts budget and ten our deartmentgts travel budgetamp
Praie 2uie Perseives
Altoug te roblem may be very lear from were you are looing rigtnow tat may not be te ase from everyone elsegts ersetiveamp $f our salesare dereasing we may tin itgts beause our sales team is not beingeEetive but maybe our ometition as droed teir rie and added afeature to teir rodut tat maes tem more aealing tan we areamp
Rewrite te roblem from several diEerent ersetivesamp ow does yourustomer loo at tis roblem9 at about your sales team9 our ourier9Add ersetives for eole in diEerent rolesamp ow would your souse seetis9 A former teaer9 A loal business assoiation9 Te eole at te afHdown te street9
Turn i 1si-e own
3ne owerful ersetive is de)ning your roblem is to loo at it from tereverse diretionamp $f you want more of someting )gure out wat you getless of as a resultamp $nvestigate wat aens to derease sales or to sell
fewer roduts or to lose more gamesamp $f you feel tat sending an emloyeeto a onferene is too eBensive onsider wat aens wen you do sendtemamp
Cange your ersetive and onsider tings from angles you ad not yetonsidered and onsider te onseuenesamp at about setting u a barebones rodut tat does not ave all te same elements as te fany oneseole are buying from your ometition9
983209 22421 (elsoft Training Materials $namp
6
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1118
Problem Solving and Deision Maing
Fra(e e Probe( Purose) an- Posiive)
Tis is someting we borrow from goal settingamp 3ur brains will fous on tingstat are ositive and eBitingamp ven more eEetive is to reframe wat youtin as te roblem into a ositive and engaging uestion5 beause oursubonsious loves to onder uestions and will start woring on temimmediately even if we dongtt tin wegtre tining about itamp For eBamleinstead of tining e need our emloyees to uit smoing beausesmoers are driving u osts of our bene)t lan try ow an weenourage our emloyees to live long ealty lives and live to be ayeole9
983209 22421 (elsoft Training Materials $namp
7
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1218
Problem Solving and Deision Maing
Su((ar)
en you an desribe te roblem learly te solution often resents itselfampowever failure to identify te roblem roerly an send you oE )Bing
tings tat may not ever resolve te atual roblemamp Dongtt reate a situationwere you are looing at te same roblem tree monts from nowI usetese eigt essential elements in your favoramp
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1318
Problem Solving and Deision Maing
Problem Solving in Ation
Probe( One Your i-3s eaer as o sa) a )our eenager
as been ae arriving o soo ever) -a) is weeamp+
Probe( Two Coeagues are eaving eir -ir) -ises in eampien a woramp+
983209 22421 (elsoft Training Materials $namp
0
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1418
Problem Solving and Deision Maing
Persona Aion Pan
I a( area-) -oing ese ings we
I wan o i(rove ese areas
I ave ese resoures o e (e
As a resu o wa Iave earne- in isworampso I a( goingo4
2) arge-ae is4
I wi ampnow Iavesuee-e-wen4
I wi oowu wi()se on4
Reo((en-e- Rea-ing Lis
Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1518
Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 418
Adat Close and Celebrate 6
ersona -ction an$3
ecoen(e( ea(ing 4ist$
Course vauation$
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 518
Problem Solving and Deision Maing
Session One Course Overview
Course Overview
e mae deisions and solve roblems ontinuallyamp e start maingdeisions before we even get out of bed 8sall $ get u now or not9ampSometimes we will ave made as many as 42 deisions by te time weleave for woramp Desite all te natural deision maing tat goes on and teroblem solving we do some eole are very unomfortable wit aving tomae deisionsamp ou may now someone wo as a ard time maingdeisions about wat to eat never mind te internal wrestling tey gotroug in order to tae on maltor deisions at woramp
=iewise wegtve robably all looed at a solution to someting and said $ould ave tougt of tatamp Te ey to )nding reative solutions is not ltust
reativity altoug tat will ertainly elamp Te answer rests in our ability toidentify otions resear tem and ten ut tings togeter in a way tatworsamp aving a roess to wor troug an tae te anBiety out of roblemsolving and mae deisions easieramp Tatgts wat tis twoday worso is allaboutamp
Learning Objeives
At te end of tis worso you will be able too Aly roblem solving stes and toolso Analyze information to learly desribe roblemso $dentify aroriate solutionso Tin reatively and be a ontributing member of a roblem solving
teamo Selet te best aroa for maing deisionso Create a lan for imlementing evaluating and following u on
deisionso Avoid ommon deisionmaing mistaes
Persona Objeives
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 618
Problem Solving and Deision Maing
Session Two e$niions
De)ning Problem Solving and Deision Maing
at sei)ally is a roblem9 A roblem an be a mystery a uzzle anunsettled matter a situation reuiring a solution or an issue involvingunertainty tat needs to be dealt witamp ou are dealing wit roblems everydayamp
ile doing some resear on roblem solving we found some interestingargumentsamp Tere are uotes attributed to diEerent eole tat say verydiEerent tings about roblemsamp
Aber Einsein is uoted as saying tat if e ad an our to save te world
e would send )fty)ve minutes de)ning te roblem and only )ve minutes)nding te solutionamp ile eole ave argued wit insteingts numbers teoint is tat a roblem needs to be roerly de)ned before you an ome uwit a solution tat is wort imlementing and deals wit te roblemadeuatelyamp
Problems an be lassi)ed in tree wayso Problems tat ave already aenedo Problems tat lie aeado Problems you want to revent from aening
Tere are tree ways to aroa roblemso ou an stall or delay until a deision is no longer neessary or until
te roblem as beome even greaterampo ou an mae a sna deision oE te to of your ead wit little to
no tining or logiampo ou an use a rofessional aroa and solve roblems based on
sound deisionmaing ratiesamp
Tinamp o so(eone )ou ampnow wo is a grea robe( sover+ esribee rais araerisis an- beaviors a (aampe e( a goo-robe( sover+
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 718
Problem Solving and Deision Maing
Problem $denti)ation
Te )rst and most imortant undertaing of your roblem solving eEortsneeds to be de)ning te roblemamp ou annot wor on someting if you dongttnow wat it isamp ou ave to resist te tendeny to start woring on teroblem as soon as you now one eBists and instead develo anunderstanding of weter we are addressing te roblem or merely asymtom of itamp
e sould go after te roblem rater tan atta symtomsamp Tis way wean reate iger uality solutions tat in turn will eliminate or redue tesymtomsamp As well tis will resolve te roblem mu more easily tan wenyou atta te surfae onlyamp Most imortantly yougtll also now tat you are
taing on a wortwile roblemamp
Can )ou inamp o an ea(e o wen so(eone ooampe- a es)(o(s insea- o e roo o a robe( 0a aene-
983209 22421 (elsoft Training Materials $namp
+
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 818
Problem Solving and Deision Maing
igt ssentials to De)ning a Problem
Altoug we mae deisions all te time some deisions ome easier tan
otersamp Te )rst ste is to de)ne te roblem learlyamp e ave eigtsuggestions to el you do tis as easily eiently and eEetively asossibleamp
Rerase e Probe(
Sometimes wat we want to see is not wat oter eole seeamp en te bosssees rodution dro and e tells is team to wor arder egts not liely tosee mu of a resultamp egts telling eole wat to do for is bene)t and tatdoes very little to engage eoleamp $nstead e ould rerase te roblemand as eole wat tey feel onnets tem to teir woramp e an tae aninterest and as wat tey an do to mae teir ltobs easier or mae worroesses more eientamp $n tis way e engages eole )nds out wat ouldbe droing teir rodution and an ome u wit solutions instead of ltusttelling eole to be more rodutiveamp
$f you ave a ard time wit wordsmiting grab a ditionary and tesaurus8or loo at online versions and lay wit your roblem statement byanging it several timesamp Start wit one word or sort rasesamp $f you dongttenltoy word games very mu or feel yourself struggling as for el from aolleague or friendamp
eregts an eBamleamp $f te roblem seems lie 3ur sales are dereasingstart relaing words to beome learer about watgts going on
o 3ur maret sare is dereasingampo 3ur new sales are te same as last yearampo Reeat sales ave dereased 16G over last yearampo 3ur outgoing sales all volume as inreased 1Gampo 3ur inoming omlaint alls ave inreased Gamp
5y doing tis tye of rewording you an narrow tings down and determinetat te real roblem isngtt tat your sales team is negleting teir wor or
needs more trainingamp Te roblem aears to be tat reeat sales are downand orrelating wit tat is an inrease in omlaintsamp Finding out wy will beyour neBt steamp
Eose an- Caenge Assu(ions
e assume a lotamp $tgts uman natureamp Unfortunately assumtions an reallyinterfere wit getting an aurate roblem statementamp
983209 22421 (elsoft Training Materials $namp
-
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 918
Problem Solving and Deision Maing
$f you ull u to te gas ums you migt assume tat you an buy regularmidgrade or remium gasamp And yet wen you ull u to a rural station andtere is only one otion 8regular for your ar wi usually gets remiumyou ave to deide weter you ave enoug fuel left to mae it to te neBt
gas stationamp
en de)ning your roblem write a list and inlude as many assumtionsyou an tin of eseially te obvious onesamp Tis els to larify teroblemamp Ten test ea assumtion and )nd out if some of tem areatually wrong or if you imosed tem on yourselfamp
3ne ommon assumtion is to say egtve never done it tat way so wewongtt be allowed to do it in te futureamp
1se Fas
Sometimes we see a roblem and ltust want to ltum in and )B itamp oweverwe are also generally resonsible for tings lie time and money so itgtsimortant tat we loo at te details and determine wat te roblem reallyisamp $f a roblem is too vague it migt not even be serious enoug to warrantsolvingamp Find te data you need to de)ne te roblemamp $f you an draw aiture or a gra do soamp As uestions and gater information tat onestlydesribes te roblem so tat you an get sei) about itamp
ougtre always late is a very vague statement of a roblemamp ougtve beenlate tree days in a row is sei)amp it straigtforward roblems lie tis
one you will )nd tat de)ning te roblem and bringing it to te oterersongts attention will often resolve itamp Tere are very few eole wo willontinue to allenge te suervisor one tey demonstrate an awareness of te late beavior being reeatedamp
Grow Your Tinamping
Problems are often related to oter roblemsamp Tey an be a small element of a larger issue so tis element of roblem de)nition inludes onsidering teroblem as art of someting largeramp To do tis you mae te roblem more
generalamp
As uestions su aso atgts tis onneted to9o at is tis an eBamle of9o ere ave we seen tis before9
983209 22421 (elsoft Training Materials $namp
4
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1018
Problem Solving and Deision Maing
=everaging te word lay we used earlier relae sei) words wit moregeneral onesamp 5udget beomes )nanes oe des beomesfurniture mouse beomes estamp
Srinamp Your Environ(en Te(orari)
Sine ea roblem is liely made u of smaller roblems one way to )gureout te issue is to slit it into smaller ieesamp Tis allows you to onsidersei) detailsamp Tis will el you gain an understanding of te biggerroblem as well as te eEet tat te smaller roblems ave on oneanoteramp
Srining your environment is very eEetive wen you ave a roblem tatis overwelmingamp $t allows you to fous on someting tangibleamp ou an againuse word lay to great bene)t ere using words tat are more aurate inteir de)nitionamp (eile beomes taBi or aramp 5udget beomes our
deartmentgts budget and ten our deartmentgts travel budgetamp
Praie 2uie Perseives
Altoug te roblem may be very lear from were you are looing rigtnow tat may not be te ase from everyone elsegts ersetiveamp $f our salesare dereasing we may tin itgts beause our sales team is not beingeEetive but maybe our ometition as droed teir rie and added afeature to teir rodut tat maes tem more aealing tan we areamp
Rewrite te roblem from several diEerent ersetivesamp ow does yourustomer loo at tis roblem9 at about your sales team9 our ourier9Add ersetives for eole in diEerent rolesamp ow would your souse seetis9 A former teaer9 A loal business assoiation9 Te eole at te afHdown te street9
Turn i 1si-e own
3ne owerful ersetive is de)ning your roblem is to loo at it from tereverse diretionamp $f you want more of someting )gure out wat you getless of as a resultamp $nvestigate wat aens to derease sales or to sell
fewer roduts or to lose more gamesamp $f you feel tat sending an emloyeeto a onferene is too eBensive onsider wat aens wen you do sendtemamp
Cange your ersetive and onsider tings from angles you ad not yetonsidered and onsider te onseuenesamp at about setting u a barebones rodut tat does not ave all te same elements as te fany oneseole are buying from your ometition9
983209 22421 (elsoft Training Materials $namp
6
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1118
Problem Solving and Deision Maing
Fra(e e Probe( Purose) an- Posiive)
Tis is someting we borrow from goal settingamp 3ur brains will fous on tingstat are ositive and eBitingamp ven more eEetive is to reframe wat youtin as te roblem into a ositive and engaging uestion5 beause oursubonsious loves to onder uestions and will start woring on temimmediately even if we dongtt tin wegtre tining about itamp For eBamleinstead of tining e need our emloyees to uit smoing beausesmoers are driving u osts of our bene)t lan try ow an weenourage our emloyees to live long ealty lives and live to be ayeole9
983209 22421 (elsoft Training Materials $namp
7
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1218
Problem Solving and Deision Maing
Su((ar)
en you an desribe te roblem learly te solution often resents itselfampowever failure to identify te roblem roerly an send you oE )Bing
tings tat may not ever resolve te atual roblemamp Dongtt reate a situationwere you are looing at te same roblem tree monts from nowI usetese eigt essential elements in your favoramp
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1318
Problem Solving and Deision Maing
Problem Solving in Ation
Probe( One Your i-3s eaer as o sa) a )our eenager
as been ae arriving o soo ever) -a) is weeamp+
Probe( Two Coeagues are eaving eir -ir) -ises in eampien a woramp+
983209 22421 (elsoft Training Materials $namp
0
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1418
Problem Solving and Deision Maing
Persona Aion Pan
I a( area-) -oing ese ings we
I wan o i(rove ese areas
I ave ese resoures o e (e
As a resu o wa Iave earne- in isworampso I a( goingo4
2) arge-ae is4
I wi ampnow Iavesuee-e-wen4
I wi oowu wi()se on4
Reo((en-e- Rea-ing Lis
Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1518
Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 518
Problem Solving and Deision Maing
Session One Course Overview
Course Overview
e mae deisions and solve roblems ontinuallyamp e start maingdeisions before we even get out of bed 8sall $ get u now or not9ampSometimes we will ave made as many as 42 deisions by te time weleave for woramp Desite all te natural deision maing tat goes on and teroblem solving we do some eole are very unomfortable wit aving tomae deisionsamp ou may now someone wo as a ard time maingdeisions about wat to eat never mind te internal wrestling tey gotroug in order to tae on maltor deisions at woramp
=iewise wegtve robably all looed at a solution to someting and said $ould ave tougt of tatamp Te ey to )nding reative solutions is not ltust
reativity altoug tat will ertainly elamp Te answer rests in our ability toidentify otions resear tem and ten ut tings togeter in a way tatworsamp aving a roess to wor troug an tae te anBiety out of roblemsolving and mae deisions easieramp Tatgts wat tis twoday worso is allaboutamp
Learning Objeives
At te end of tis worso you will be able too Aly roblem solving stes and toolso Analyze information to learly desribe roblemso $dentify aroriate solutionso Tin reatively and be a ontributing member of a roblem solving
teamo Selet te best aroa for maing deisionso Create a lan for imlementing evaluating and following u on
deisionso Avoid ommon deisionmaing mistaes
Persona Objeives
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 618
Problem Solving and Deision Maing
Session Two e$niions
De)ning Problem Solving and Deision Maing
at sei)ally is a roblem9 A roblem an be a mystery a uzzle anunsettled matter a situation reuiring a solution or an issue involvingunertainty tat needs to be dealt witamp ou are dealing wit roblems everydayamp
ile doing some resear on roblem solving we found some interestingargumentsamp Tere are uotes attributed to diEerent eole tat say verydiEerent tings about roblemsamp
Aber Einsein is uoted as saying tat if e ad an our to save te world
e would send )fty)ve minutes de)ning te roblem and only )ve minutes)nding te solutionamp ile eole ave argued wit insteingts numbers teoint is tat a roblem needs to be roerly de)ned before you an ome uwit a solution tat is wort imlementing and deals wit te roblemadeuatelyamp
Problems an be lassi)ed in tree wayso Problems tat ave already aenedo Problems tat lie aeado Problems you want to revent from aening
Tere are tree ways to aroa roblemso ou an stall or delay until a deision is no longer neessary or until
te roblem as beome even greaterampo ou an mae a sna deision oE te to of your ead wit little to
no tining or logiampo ou an use a rofessional aroa and solve roblems based on
sound deisionmaing ratiesamp
Tinamp o so(eone )ou ampnow wo is a grea robe( sover+ esribee rais araerisis an- beaviors a (aampe e( a goo-robe( sover+
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 718
Problem Solving and Deision Maing
Problem $denti)ation
Te )rst and most imortant undertaing of your roblem solving eEortsneeds to be de)ning te roblemamp ou annot wor on someting if you dongttnow wat it isamp ou ave to resist te tendeny to start woring on teroblem as soon as you now one eBists and instead develo anunderstanding of weter we are addressing te roblem or merely asymtom of itamp
e sould go after te roblem rater tan atta symtomsamp Tis way wean reate iger uality solutions tat in turn will eliminate or redue tesymtomsamp As well tis will resolve te roblem mu more easily tan wenyou atta te surfae onlyamp Most imortantly yougtll also now tat you are
taing on a wortwile roblemamp
Can )ou inamp o an ea(e o wen so(eone ooampe- a es)(o(s insea- o e roo o a robe( 0a aene-
983209 22421 (elsoft Training Materials $namp
+
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 818
Problem Solving and Deision Maing
igt ssentials to De)ning a Problem
Altoug we mae deisions all te time some deisions ome easier tan
otersamp Te )rst ste is to de)ne te roblem learlyamp e ave eigtsuggestions to el you do tis as easily eiently and eEetively asossibleamp
Rerase e Probe(
Sometimes wat we want to see is not wat oter eole seeamp en te bosssees rodution dro and e tells is team to wor arder egts not liely tosee mu of a resultamp egts telling eole wat to do for is bene)t and tatdoes very little to engage eoleamp $nstead e ould rerase te roblemand as eole wat tey feel onnets tem to teir woramp e an tae aninterest and as wat tey an do to mae teir ltobs easier or mae worroesses more eientamp $n tis way e engages eole )nds out wat ouldbe droing teir rodution and an ome u wit solutions instead of ltusttelling eole to be more rodutiveamp
$f you ave a ard time wit wordsmiting grab a ditionary and tesaurus8or loo at online versions and lay wit your roblem statement byanging it several timesamp Start wit one word or sort rasesamp $f you dongttenltoy word games very mu or feel yourself struggling as for el from aolleague or friendamp
eregts an eBamleamp $f te roblem seems lie 3ur sales are dereasingstart relaing words to beome learer about watgts going on
o 3ur maret sare is dereasingampo 3ur new sales are te same as last yearampo Reeat sales ave dereased 16G over last yearampo 3ur outgoing sales all volume as inreased 1Gampo 3ur inoming omlaint alls ave inreased Gamp
5y doing tis tye of rewording you an narrow tings down and determinetat te real roblem isngtt tat your sales team is negleting teir wor or
needs more trainingamp Te roblem aears to be tat reeat sales are downand orrelating wit tat is an inrease in omlaintsamp Finding out wy will beyour neBt steamp
Eose an- Caenge Assu(ions
e assume a lotamp $tgts uman natureamp Unfortunately assumtions an reallyinterfere wit getting an aurate roblem statementamp
983209 22421 (elsoft Training Materials $namp
-
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 918
Problem Solving and Deision Maing
$f you ull u to te gas ums you migt assume tat you an buy regularmidgrade or remium gasamp And yet wen you ull u to a rural station andtere is only one otion 8regular for your ar wi usually gets remiumyou ave to deide weter you ave enoug fuel left to mae it to te neBt
gas stationamp
en de)ning your roblem write a list and inlude as many assumtionsyou an tin of eseially te obvious onesamp Tis els to larify teroblemamp Ten test ea assumtion and )nd out if some of tem areatually wrong or if you imosed tem on yourselfamp
3ne ommon assumtion is to say egtve never done it tat way so wewongtt be allowed to do it in te futureamp
1se Fas
Sometimes we see a roblem and ltust want to ltum in and )B itamp oweverwe are also generally resonsible for tings lie time and money so itgtsimortant tat we loo at te details and determine wat te roblem reallyisamp $f a roblem is too vague it migt not even be serious enoug to warrantsolvingamp Find te data you need to de)ne te roblemamp $f you an draw aiture or a gra do soamp As uestions and gater information tat onestlydesribes te roblem so tat you an get sei) about itamp
ougtre always late is a very vague statement of a roblemamp ougtve beenlate tree days in a row is sei)amp it straigtforward roblems lie tis
one you will )nd tat de)ning te roblem and bringing it to te oterersongts attention will often resolve itamp Tere are very few eole wo willontinue to allenge te suervisor one tey demonstrate an awareness of te late beavior being reeatedamp
Grow Your Tinamping
Problems are often related to oter roblemsamp Tey an be a small element of a larger issue so tis element of roblem de)nition inludes onsidering teroblem as art of someting largeramp To do tis you mae te roblem more
generalamp
As uestions su aso atgts tis onneted to9o at is tis an eBamle of9o ere ave we seen tis before9
983209 22421 (elsoft Training Materials $namp
4
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1018
Problem Solving and Deision Maing
=everaging te word lay we used earlier relae sei) words wit moregeneral onesamp 5udget beomes )nanes oe des beomesfurniture mouse beomes estamp
Srinamp Your Environ(en Te(orari)
Sine ea roblem is liely made u of smaller roblems one way to )gureout te issue is to slit it into smaller ieesamp Tis allows you to onsidersei) detailsamp Tis will el you gain an understanding of te biggerroblem as well as te eEet tat te smaller roblems ave on oneanoteramp
Srining your environment is very eEetive wen you ave a roblem tatis overwelmingamp $t allows you to fous on someting tangibleamp ou an againuse word lay to great bene)t ere using words tat are more aurate inteir de)nitionamp (eile beomes taBi or aramp 5udget beomes our
deartmentgts budget and ten our deartmentgts travel budgetamp
Praie 2uie Perseives
Altoug te roblem may be very lear from were you are looing rigtnow tat may not be te ase from everyone elsegts ersetiveamp $f our salesare dereasing we may tin itgts beause our sales team is not beingeEetive but maybe our ometition as droed teir rie and added afeature to teir rodut tat maes tem more aealing tan we areamp
Rewrite te roblem from several diEerent ersetivesamp ow does yourustomer loo at tis roblem9 at about your sales team9 our ourier9Add ersetives for eole in diEerent rolesamp ow would your souse seetis9 A former teaer9 A loal business assoiation9 Te eole at te afHdown te street9
Turn i 1si-e own
3ne owerful ersetive is de)ning your roblem is to loo at it from tereverse diretionamp $f you want more of someting )gure out wat you getless of as a resultamp $nvestigate wat aens to derease sales or to sell
fewer roduts or to lose more gamesamp $f you feel tat sending an emloyeeto a onferene is too eBensive onsider wat aens wen you do sendtemamp
Cange your ersetive and onsider tings from angles you ad not yetonsidered and onsider te onseuenesamp at about setting u a barebones rodut tat does not ave all te same elements as te fany oneseole are buying from your ometition9
983209 22421 (elsoft Training Materials $namp
6
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1118
Problem Solving and Deision Maing
Fra(e e Probe( Purose) an- Posiive)
Tis is someting we borrow from goal settingamp 3ur brains will fous on tingstat are ositive and eBitingamp ven more eEetive is to reframe wat youtin as te roblem into a ositive and engaging uestion5 beause oursubonsious loves to onder uestions and will start woring on temimmediately even if we dongtt tin wegtre tining about itamp For eBamleinstead of tining e need our emloyees to uit smoing beausesmoers are driving u osts of our bene)t lan try ow an weenourage our emloyees to live long ealty lives and live to be ayeole9
983209 22421 (elsoft Training Materials $namp
7
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1218
Problem Solving and Deision Maing
Su((ar)
en you an desribe te roblem learly te solution often resents itselfampowever failure to identify te roblem roerly an send you oE )Bing
tings tat may not ever resolve te atual roblemamp Dongtt reate a situationwere you are looing at te same roblem tree monts from nowI usetese eigt essential elements in your favoramp
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1318
Problem Solving and Deision Maing
Problem Solving in Ation
Probe( One Your i-3s eaer as o sa) a )our eenager
as been ae arriving o soo ever) -a) is weeamp+
Probe( Two Coeagues are eaving eir -ir) -ises in eampien a woramp+
983209 22421 (elsoft Training Materials $namp
0
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1418
Problem Solving and Deision Maing
Persona Aion Pan
I a( area-) -oing ese ings we
I wan o i(rove ese areas
I ave ese resoures o e (e
As a resu o wa Iave earne- in isworampso I a( goingo4
2) arge-ae is4
I wi ampnow Iavesuee-e-wen4
I wi oowu wi()se on4
Reo((en-e- Rea-ing Lis
Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1518
Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 618
Problem Solving and Deision Maing
Session Two e$niions
De)ning Problem Solving and Deision Maing
at sei)ally is a roblem9 A roblem an be a mystery a uzzle anunsettled matter a situation reuiring a solution or an issue involvingunertainty tat needs to be dealt witamp ou are dealing wit roblems everydayamp
ile doing some resear on roblem solving we found some interestingargumentsamp Tere are uotes attributed to diEerent eole tat say verydiEerent tings about roblemsamp
Aber Einsein is uoted as saying tat if e ad an our to save te world
e would send )fty)ve minutes de)ning te roblem and only )ve minutes)nding te solutionamp ile eole ave argued wit insteingts numbers teoint is tat a roblem needs to be roerly de)ned before you an ome uwit a solution tat is wort imlementing and deals wit te roblemadeuatelyamp
Problems an be lassi)ed in tree wayso Problems tat ave already aenedo Problems tat lie aeado Problems you want to revent from aening
Tere are tree ways to aroa roblemso ou an stall or delay until a deision is no longer neessary or until
te roblem as beome even greaterampo ou an mae a sna deision oE te to of your ead wit little to
no tining or logiampo ou an use a rofessional aroa and solve roblems based on
sound deisionmaing ratiesamp
Tinamp o so(eone )ou ampnow wo is a grea robe( sover+ esribee rais araerisis an- beaviors a (aampe e( a goo-robe( sover+
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 718
Problem Solving and Deision Maing
Problem $denti)ation
Te )rst and most imortant undertaing of your roblem solving eEortsneeds to be de)ning te roblemamp ou annot wor on someting if you dongttnow wat it isamp ou ave to resist te tendeny to start woring on teroblem as soon as you now one eBists and instead develo anunderstanding of weter we are addressing te roblem or merely asymtom of itamp
e sould go after te roblem rater tan atta symtomsamp Tis way wean reate iger uality solutions tat in turn will eliminate or redue tesymtomsamp As well tis will resolve te roblem mu more easily tan wenyou atta te surfae onlyamp Most imortantly yougtll also now tat you are
taing on a wortwile roblemamp
Can )ou inamp o an ea(e o wen so(eone ooampe- a es)(o(s insea- o e roo o a robe( 0a aene-
983209 22421 (elsoft Training Materials $namp
+
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 818
Problem Solving and Deision Maing
igt ssentials to De)ning a Problem
Altoug we mae deisions all te time some deisions ome easier tan
otersamp Te )rst ste is to de)ne te roblem learlyamp e ave eigtsuggestions to el you do tis as easily eiently and eEetively asossibleamp
Rerase e Probe(
Sometimes wat we want to see is not wat oter eole seeamp en te bosssees rodution dro and e tells is team to wor arder egts not liely tosee mu of a resultamp egts telling eole wat to do for is bene)t and tatdoes very little to engage eoleamp $nstead e ould rerase te roblemand as eole wat tey feel onnets tem to teir woramp e an tae aninterest and as wat tey an do to mae teir ltobs easier or mae worroesses more eientamp $n tis way e engages eole )nds out wat ouldbe droing teir rodution and an ome u wit solutions instead of ltusttelling eole to be more rodutiveamp
$f you ave a ard time wit wordsmiting grab a ditionary and tesaurus8or loo at online versions and lay wit your roblem statement byanging it several timesamp Start wit one word or sort rasesamp $f you dongttenltoy word games very mu or feel yourself struggling as for el from aolleague or friendamp
eregts an eBamleamp $f te roblem seems lie 3ur sales are dereasingstart relaing words to beome learer about watgts going on
o 3ur maret sare is dereasingampo 3ur new sales are te same as last yearampo Reeat sales ave dereased 16G over last yearampo 3ur outgoing sales all volume as inreased 1Gampo 3ur inoming omlaint alls ave inreased Gamp
5y doing tis tye of rewording you an narrow tings down and determinetat te real roblem isngtt tat your sales team is negleting teir wor or
needs more trainingamp Te roblem aears to be tat reeat sales are downand orrelating wit tat is an inrease in omlaintsamp Finding out wy will beyour neBt steamp
Eose an- Caenge Assu(ions
e assume a lotamp $tgts uman natureamp Unfortunately assumtions an reallyinterfere wit getting an aurate roblem statementamp
983209 22421 (elsoft Training Materials $namp
-
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 918
Problem Solving and Deision Maing
$f you ull u to te gas ums you migt assume tat you an buy regularmidgrade or remium gasamp And yet wen you ull u to a rural station andtere is only one otion 8regular for your ar wi usually gets remiumyou ave to deide weter you ave enoug fuel left to mae it to te neBt
gas stationamp
en de)ning your roblem write a list and inlude as many assumtionsyou an tin of eseially te obvious onesamp Tis els to larify teroblemamp Ten test ea assumtion and )nd out if some of tem areatually wrong or if you imosed tem on yourselfamp
3ne ommon assumtion is to say egtve never done it tat way so wewongtt be allowed to do it in te futureamp
1se Fas
Sometimes we see a roblem and ltust want to ltum in and )B itamp oweverwe are also generally resonsible for tings lie time and money so itgtsimortant tat we loo at te details and determine wat te roblem reallyisamp $f a roblem is too vague it migt not even be serious enoug to warrantsolvingamp Find te data you need to de)ne te roblemamp $f you an draw aiture or a gra do soamp As uestions and gater information tat onestlydesribes te roblem so tat you an get sei) about itamp
ougtre always late is a very vague statement of a roblemamp ougtve beenlate tree days in a row is sei)amp it straigtforward roblems lie tis
one you will )nd tat de)ning te roblem and bringing it to te oterersongts attention will often resolve itamp Tere are very few eole wo willontinue to allenge te suervisor one tey demonstrate an awareness of te late beavior being reeatedamp
Grow Your Tinamping
Problems are often related to oter roblemsamp Tey an be a small element of a larger issue so tis element of roblem de)nition inludes onsidering teroblem as art of someting largeramp To do tis you mae te roblem more
generalamp
As uestions su aso atgts tis onneted to9o at is tis an eBamle of9o ere ave we seen tis before9
983209 22421 (elsoft Training Materials $namp
4
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1018
Problem Solving and Deision Maing
=everaging te word lay we used earlier relae sei) words wit moregeneral onesamp 5udget beomes )nanes oe des beomesfurniture mouse beomes estamp
Srinamp Your Environ(en Te(orari)
Sine ea roblem is liely made u of smaller roblems one way to )gureout te issue is to slit it into smaller ieesamp Tis allows you to onsidersei) detailsamp Tis will el you gain an understanding of te biggerroblem as well as te eEet tat te smaller roblems ave on oneanoteramp
Srining your environment is very eEetive wen you ave a roblem tatis overwelmingamp $t allows you to fous on someting tangibleamp ou an againuse word lay to great bene)t ere using words tat are more aurate inteir de)nitionamp (eile beomes taBi or aramp 5udget beomes our
deartmentgts budget and ten our deartmentgts travel budgetamp
Praie 2uie Perseives
Altoug te roblem may be very lear from were you are looing rigtnow tat may not be te ase from everyone elsegts ersetiveamp $f our salesare dereasing we may tin itgts beause our sales team is not beingeEetive but maybe our ometition as droed teir rie and added afeature to teir rodut tat maes tem more aealing tan we areamp
Rewrite te roblem from several diEerent ersetivesamp ow does yourustomer loo at tis roblem9 at about your sales team9 our ourier9Add ersetives for eole in diEerent rolesamp ow would your souse seetis9 A former teaer9 A loal business assoiation9 Te eole at te afHdown te street9
Turn i 1si-e own
3ne owerful ersetive is de)ning your roblem is to loo at it from tereverse diretionamp $f you want more of someting )gure out wat you getless of as a resultamp $nvestigate wat aens to derease sales or to sell
fewer roduts or to lose more gamesamp $f you feel tat sending an emloyeeto a onferene is too eBensive onsider wat aens wen you do sendtemamp
Cange your ersetive and onsider tings from angles you ad not yetonsidered and onsider te onseuenesamp at about setting u a barebones rodut tat does not ave all te same elements as te fany oneseole are buying from your ometition9
983209 22421 (elsoft Training Materials $namp
6
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1118
Problem Solving and Deision Maing
Fra(e e Probe( Purose) an- Posiive)
Tis is someting we borrow from goal settingamp 3ur brains will fous on tingstat are ositive and eBitingamp ven more eEetive is to reframe wat youtin as te roblem into a ositive and engaging uestion5 beause oursubonsious loves to onder uestions and will start woring on temimmediately even if we dongtt tin wegtre tining about itamp For eBamleinstead of tining e need our emloyees to uit smoing beausesmoers are driving u osts of our bene)t lan try ow an weenourage our emloyees to live long ealty lives and live to be ayeole9
983209 22421 (elsoft Training Materials $namp
7
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1218
Problem Solving and Deision Maing
Su((ar)
en you an desribe te roblem learly te solution often resents itselfampowever failure to identify te roblem roerly an send you oE )Bing
tings tat may not ever resolve te atual roblemamp Dongtt reate a situationwere you are looing at te same roblem tree monts from nowI usetese eigt essential elements in your favoramp
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1318
Problem Solving and Deision Maing
Problem Solving in Ation
Probe( One Your i-3s eaer as o sa) a )our eenager
as been ae arriving o soo ever) -a) is weeamp+
Probe( Two Coeagues are eaving eir -ir) -ises in eampien a woramp+
983209 22421 (elsoft Training Materials $namp
0
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1418
Problem Solving and Deision Maing
Persona Aion Pan
I a( area-) -oing ese ings we
I wan o i(rove ese areas
I ave ese resoures o e (e
As a resu o wa Iave earne- in isworampso I a( goingo4
2) arge-ae is4
I wi ampnow Iavesuee-e-wen4
I wi oowu wi()se on4
Reo((en-e- Rea-ing Lis
Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1518
Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 718
Problem Solving and Deision Maing
Problem $denti)ation
Te )rst and most imortant undertaing of your roblem solving eEortsneeds to be de)ning te roblemamp ou annot wor on someting if you dongttnow wat it isamp ou ave to resist te tendeny to start woring on teroblem as soon as you now one eBists and instead develo anunderstanding of weter we are addressing te roblem or merely asymtom of itamp
e sould go after te roblem rater tan atta symtomsamp Tis way wean reate iger uality solutions tat in turn will eliminate or redue tesymtomsamp As well tis will resolve te roblem mu more easily tan wenyou atta te surfae onlyamp Most imortantly yougtll also now tat you are
taing on a wortwile roblemamp
Can )ou inamp o an ea(e o wen so(eone ooampe- a es)(o(s insea- o e roo o a robe( 0a aene-
983209 22421 (elsoft Training Materials $namp
+
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 818
Problem Solving and Deision Maing
igt ssentials to De)ning a Problem
Altoug we mae deisions all te time some deisions ome easier tan
otersamp Te )rst ste is to de)ne te roblem learlyamp e ave eigtsuggestions to el you do tis as easily eiently and eEetively asossibleamp
Rerase e Probe(
Sometimes wat we want to see is not wat oter eole seeamp en te bosssees rodution dro and e tells is team to wor arder egts not liely tosee mu of a resultamp egts telling eole wat to do for is bene)t and tatdoes very little to engage eoleamp $nstead e ould rerase te roblemand as eole wat tey feel onnets tem to teir woramp e an tae aninterest and as wat tey an do to mae teir ltobs easier or mae worroesses more eientamp $n tis way e engages eole )nds out wat ouldbe droing teir rodution and an ome u wit solutions instead of ltusttelling eole to be more rodutiveamp
$f you ave a ard time wit wordsmiting grab a ditionary and tesaurus8or loo at online versions and lay wit your roblem statement byanging it several timesamp Start wit one word or sort rasesamp $f you dongttenltoy word games very mu or feel yourself struggling as for el from aolleague or friendamp
eregts an eBamleamp $f te roblem seems lie 3ur sales are dereasingstart relaing words to beome learer about watgts going on
o 3ur maret sare is dereasingampo 3ur new sales are te same as last yearampo Reeat sales ave dereased 16G over last yearampo 3ur outgoing sales all volume as inreased 1Gampo 3ur inoming omlaint alls ave inreased Gamp
5y doing tis tye of rewording you an narrow tings down and determinetat te real roblem isngtt tat your sales team is negleting teir wor or
needs more trainingamp Te roblem aears to be tat reeat sales are downand orrelating wit tat is an inrease in omlaintsamp Finding out wy will beyour neBt steamp
Eose an- Caenge Assu(ions
e assume a lotamp $tgts uman natureamp Unfortunately assumtions an reallyinterfere wit getting an aurate roblem statementamp
983209 22421 (elsoft Training Materials $namp
-
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 918
Problem Solving and Deision Maing
$f you ull u to te gas ums you migt assume tat you an buy regularmidgrade or remium gasamp And yet wen you ull u to a rural station andtere is only one otion 8regular for your ar wi usually gets remiumyou ave to deide weter you ave enoug fuel left to mae it to te neBt
gas stationamp
en de)ning your roblem write a list and inlude as many assumtionsyou an tin of eseially te obvious onesamp Tis els to larify teroblemamp Ten test ea assumtion and )nd out if some of tem areatually wrong or if you imosed tem on yourselfamp
3ne ommon assumtion is to say egtve never done it tat way so wewongtt be allowed to do it in te futureamp
1se Fas
Sometimes we see a roblem and ltust want to ltum in and )B itamp oweverwe are also generally resonsible for tings lie time and money so itgtsimortant tat we loo at te details and determine wat te roblem reallyisamp $f a roblem is too vague it migt not even be serious enoug to warrantsolvingamp Find te data you need to de)ne te roblemamp $f you an draw aiture or a gra do soamp As uestions and gater information tat onestlydesribes te roblem so tat you an get sei) about itamp
ougtre always late is a very vague statement of a roblemamp ougtve beenlate tree days in a row is sei)amp it straigtforward roblems lie tis
one you will )nd tat de)ning te roblem and bringing it to te oterersongts attention will often resolve itamp Tere are very few eole wo willontinue to allenge te suervisor one tey demonstrate an awareness of te late beavior being reeatedamp
Grow Your Tinamping
Problems are often related to oter roblemsamp Tey an be a small element of a larger issue so tis element of roblem de)nition inludes onsidering teroblem as art of someting largeramp To do tis you mae te roblem more
generalamp
As uestions su aso atgts tis onneted to9o at is tis an eBamle of9o ere ave we seen tis before9
983209 22421 (elsoft Training Materials $namp
4
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1018
Problem Solving and Deision Maing
=everaging te word lay we used earlier relae sei) words wit moregeneral onesamp 5udget beomes )nanes oe des beomesfurniture mouse beomes estamp
Srinamp Your Environ(en Te(orari)
Sine ea roblem is liely made u of smaller roblems one way to )gureout te issue is to slit it into smaller ieesamp Tis allows you to onsidersei) detailsamp Tis will el you gain an understanding of te biggerroblem as well as te eEet tat te smaller roblems ave on oneanoteramp
Srining your environment is very eEetive wen you ave a roblem tatis overwelmingamp $t allows you to fous on someting tangibleamp ou an againuse word lay to great bene)t ere using words tat are more aurate inteir de)nitionamp (eile beomes taBi or aramp 5udget beomes our
deartmentgts budget and ten our deartmentgts travel budgetamp
Praie 2uie Perseives
Altoug te roblem may be very lear from were you are looing rigtnow tat may not be te ase from everyone elsegts ersetiveamp $f our salesare dereasing we may tin itgts beause our sales team is not beingeEetive but maybe our ometition as droed teir rie and added afeature to teir rodut tat maes tem more aealing tan we areamp
Rewrite te roblem from several diEerent ersetivesamp ow does yourustomer loo at tis roblem9 at about your sales team9 our ourier9Add ersetives for eole in diEerent rolesamp ow would your souse seetis9 A former teaer9 A loal business assoiation9 Te eole at te afHdown te street9
Turn i 1si-e own
3ne owerful ersetive is de)ning your roblem is to loo at it from tereverse diretionamp $f you want more of someting )gure out wat you getless of as a resultamp $nvestigate wat aens to derease sales or to sell
fewer roduts or to lose more gamesamp $f you feel tat sending an emloyeeto a onferene is too eBensive onsider wat aens wen you do sendtemamp
Cange your ersetive and onsider tings from angles you ad not yetonsidered and onsider te onseuenesamp at about setting u a barebones rodut tat does not ave all te same elements as te fany oneseole are buying from your ometition9
983209 22421 (elsoft Training Materials $namp
6
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1118
Problem Solving and Deision Maing
Fra(e e Probe( Purose) an- Posiive)
Tis is someting we borrow from goal settingamp 3ur brains will fous on tingstat are ositive and eBitingamp ven more eEetive is to reframe wat youtin as te roblem into a ositive and engaging uestion5 beause oursubonsious loves to onder uestions and will start woring on temimmediately even if we dongtt tin wegtre tining about itamp For eBamleinstead of tining e need our emloyees to uit smoing beausesmoers are driving u osts of our bene)t lan try ow an weenourage our emloyees to live long ealty lives and live to be ayeole9
983209 22421 (elsoft Training Materials $namp
7
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1218
Problem Solving and Deision Maing
Su((ar)
en you an desribe te roblem learly te solution often resents itselfampowever failure to identify te roblem roerly an send you oE )Bing
tings tat may not ever resolve te atual roblemamp Dongtt reate a situationwere you are looing at te same roblem tree monts from nowI usetese eigt essential elements in your favoramp
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1318
Problem Solving and Deision Maing
Problem Solving in Ation
Probe( One Your i-3s eaer as o sa) a )our eenager
as been ae arriving o soo ever) -a) is weeamp+
Probe( Two Coeagues are eaving eir -ir) -ises in eampien a woramp+
983209 22421 (elsoft Training Materials $namp
0
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1418
Problem Solving and Deision Maing
Persona Aion Pan
I a( area-) -oing ese ings we
I wan o i(rove ese areas
I ave ese resoures o e (e
As a resu o wa Iave earne- in isworampso I a( goingo4
2) arge-ae is4
I wi ampnow Iavesuee-e-wen4
I wi oowu wi()se on4
Reo((en-e- Rea-ing Lis
Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1518
Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 818
Problem Solving and Deision Maing
igt ssentials to De)ning a Problem
Altoug we mae deisions all te time some deisions ome easier tan
otersamp Te )rst ste is to de)ne te roblem learlyamp e ave eigtsuggestions to el you do tis as easily eiently and eEetively asossibleamp
Rerase e Probe(
Sometimes wat we want to see is not wat oter eole seeamp en te bosssees rodution dro and e tells is team to wor arder egts not liely tosee mu of a resultamp egts telling eole wat to do for is bene)t and tatdoes very little to engage eoleamp $nstead e ould rerase te roblemand as eole wat tey feel onnets tem to teir woramp e an tae aninterest and as wat tey an do to mae teir ltobs easier or mae worroesses more eientamp $n tis way e engages eole )nds out wat ouldbe droing teir rodution and an ome u wit solutions instead of ltusttelling eole to be more rodutiveamp
$f you ave a ard time wit wordsmiting grab a ditionary and tesaurus8or loo at online versions and lay wit your roblem statement byanging it several timesamp Start wit one word or sort rasesamp $f you dongttenltoy word games very mu or feel yourself struggling as for el from aolleague or friendamp
eregts an eBamleamp $f te roblem seems lie 3ur sales are dereasingstart relaing words to beome learer about watgts going on
o 3ur maret sare is dereasingampo 3ur new sales are te same as last yearampo Reeat sales ave dereased 16G over last yearampo 3ur outgoing sales all volume as inreased 1Gampo 3ur inoming omlaint alls ave inreased Gamp
5y doing tis tye of rewording you an narrow tings down and determinetat te real roblem isngtt tat your sales team is negleting teir wor or
needs more trainingamp Te roblem aears to be tat reeat sales are downand orrelating wit tat is an inrease in omlaintsamp Finding out wy will beyour neBt steamp
Eose an- Caenge Assu(ions
e assume a lotamp $tgts uman natureamp Unfortunately assumtions an reallyinterfere wit getting an aurate roblem statementamp
983209 22421 (elsoft Training Materials $namp
-
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 918
Problem Solving and Deision Maing
$f you ull u to te gas ums you migt assume tat you an buy regularmidgrade or remium gasamp And yet wen you ull u to a rural station andtere is only one otion 8regular for your ar wi usually gets remiumyou ave to deide weter you ave enoug fuel left to mae it to te neBt
gas stationamp
en de)ning your roblem write a list and inlude as many assumtionsyou an tin of eseially te obvious onesamp Tis els to larify teroblemamp Ten test ea assumtion and )nd out if some of tem areatually wrong or if you imosed tem on yourselfamp
3ne ommon assumtion is to say egtve never done it tat way so wewongtt be allowed to do it in te futureamp
1se Fas
Sometimes we see a roblem and ltust want to ltum in and )B itamp oweverwe are also generally resonsible for tings lie time and money so itgtsimortant tat we loo at te details and determine wat te roblem reallyisamp $f a roblem is too vague it migt not even be serious enoug to warrantsolvingamp Find te data you need to de)ne te roblemamp $f you an draw aiture or a gra do soamp As uestions and gater information tat onestlydesribes te roblem so tat you an get sei) about itamp
ougtre always late is a very vague statement of a roblemamp ougtve beenlate tree days in a row is sei)amp it straigtforward roblems lie tis
one you will )nd tat de)ning te roblem and bringing it to te oterersongts attention will often resolve itamp Tere are very few eole wo willontinue to allenge te suervisor one tey demonstrate an awareness of te late beavior being reeatedamp
Grow Your Tinamping
Problems are often related to oter roblemsamp Tey an be a small element of a larger issue so tis element of roblem de)nition inludes onsidering teroblem as art of someting largeramp To do tis you mae te roblem more
generalamp
As uestions su aso atgts tis onneted to9o at is tis an eBamle of9o ere ave we seen tis before9
983209 22421 (elsoft Training Materials $namp
4
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1018
Problem Solving and Deision Maing
=everaging te word lay we used earlier relae sei) words wit moregeneral onesamp 5udget beomes )nanes oe des beomesfurniture mouse beomes estamp
Srinamp Your Environ(en Te(orari)
Sine ea roblem is liely made u of smaller roblems one way to )gureout te issue is to slit it into smaller ieesamp Tis allows you to onsidersei) detailsamp Tis will el you gain an understanding of te biggerroblem as well as te eEet tat te smaller roblems ave on oneanoteramp
Srining your environment is very eEetive wen you ave a roblem tatis overwelmingamp $t allows you to fous on someting tangibleamp ou an againuse word lay to great bene)t ere using words tat are more aurate inteir de)nitionamp (eile beomes taBi or aramp 5udget beomes our
deartmentgts budget and ten our deartmentgts travel budgetamp
Praie 2uie Perseives
Altoug te roblem may be very lear from were you are looing rigtnow tat may not be te ase from everyone elsegts ersetiveamp $f our salesare dereasing we may tin itgts beause our sales team is not beingeEetive but maybe our ometition as droed teir rie and added afeature to teir rodut tat maes tem more aealing tan we areamp
Rewrite te roblem from several diEerent ersetivesamp ow does yourustomer loo at tis roblem9 at about your sales team9 our ourier9Add ersetives for eole in diEerent rolesamp ow would your souse seetis9 A former teaer9 A loal business assoiation9 Te eole at te afHdown te street9
Turn i 1si-e own
3ne owerful ersetive is de)ning your roblem is to loo at it from tereverse diretionamp $f you want more of someting )gure out wat you getless of as a resultamp $nvestigate wat aens to derease sales or to sell
fewer roduts or to lose more gamesamp $f you feel tat sending an emloyeeto a onferene is too eBensive onsider wat aens wen you do sendtemamp
Cange your ersetive and onsider tings from angles you ad not yetonsidered and onsider te onseuenesamp at about setting u a barebones rodut tat does not ave all te same elements as te fany oneseole are buying from your ometition9
983209 22421 (elsoft Training Materials $namp
6
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1118
Problem Solving and Deision Maing
Fra(e e Probe( Purose) an- Posiive)
Tis is someting we borrow from goal settingamp 3ur brains will fous on tingstat are ositive and eBitingamp ven more eEetive is to reframe wat youtin as te roblem into a ositive and engaging uestion5 beause oursubonsious loves to onder uestions and will start woring on temimmediately even if we dongtt tin wegtre tining about itamp For eBamleinstead of tining e need our emloyees to uit smoing beausesmoers are driving u osts of our bene)t lan try ow an weenourage our emloyees to live long ealty lives and live to be ayeole9
983209 22421 (elsoft Training Materials $namp
7
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1218
Problem Solving and Deision Maing
Su((ar)
en you an desribe te roblem learly te solution often resents itselfampowever failure to identify te roblem roerly an send you oE )Bing
tings tat may not ever resolve te atual roblemamp Dongtt reate a situationwere you are looing at te same roblem tree monts from nowI usetese eigt essential elements in your favoramp
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1318
Problem Solving and Deision Maing
Problem Solving in Ation
Probe( One Your i-3s eaer as o sa) a )our eenager
as been ae arriving o soo ever) -a) is weeamp+
Probe( Two Coeagues are eaving eir -ir) -ises in eampien a woramp+
983209 22421 (elsoft Training Materials $namp
0
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1418
Problem Solving and Deision Maing
Persona Aion Pan
I a( area-) -oing ese ings we
I wan o i(rove ese areas
I ave ese resoures o e (e
As a resu o wa Iave earne- in isworampso I a( goingo4
2) arge-ae is4
I wi ampnow Iavesuee-e-wen4
I wi oowu wi()se on4
Reo((en-e- Rea-ing Lis
Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1518
Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 918
Problem Solving and Deision Maing
$f you ull u to te gas ums you migt assume tat you an buy regularmidgrade or remium gasamp And yet wen you ull u to a rural station andtere is only one otion 8regular for your ar wi usually gets remiumyou ave to deide weter you ave enoug fuel left to mae it to te neBt
gas stationamp
en de)ning your roblem write a list and inlude as many assumtionsyou an tin of eseially te obvious onesamp Tis els to larify teroblemamp Ten test ea assumtion and )nd out if some of tem areatually wrong or if you imosed tem on yourselfamp
3ne ommon assumtion is to say egtve never done it tat way so wewongtt be allowed to do it in te futureamp
1se Fas
Sometimes we see a roblem and ltust want to ltum in and )B itamp oweverwe are also generally resonsible for tings lie time and money so itgtsimortant tat we loo at te details and determine wat te roblem reallyisamp $f a roblem is too vague it migt not even be serious enoug to warrantsolvingamp Find te data you need to de)ne te roblemamp $f you an draw aiture or a gra do soamp As uestions and gater information tat onestlydesribes te roblem so tat you an get sei) about itamp
ougtre always late is a very vague statement of a roblemamp ougtve beenlate tree days in a row is sei)amp it straigtforward roblems lie tis
one you will )nd tat de)ning te roblem and bringing it to te oterersongts attention will often resolve itamp Tere are very few eole wo willontinue to allenge te suervisor one tey demonstrate an awareness of te late beavior being reeatedamp
Grow Your Tinamping
Problems are often related to oter roblemsamp Tey an be a small element of a larger issue so tis element of roblem de)nition inludes onsidering teroblem as art of someting largeramp To do tis you mae te roblem more
generalamp
As uestions su aso atgts tis onneted to9o at is tis an eBamle of9o ere ave we seen tis before9
983209 22421 (elsoft Training Materials $namp
4
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1018
Problem Solving and Deision Maing
=everaging te word lay we used earlier relae sei) words wit moregeneral onesamp 5udget beomes )nanes oe des beomesfurniture mouse beomes estamp
Srinamp Your Environ(en Te(orari)
Sine ea roblem is liely made u of smaller roblems one way to )gureout te issue is to slit it into smaller ieesamp Tis allows you to onsidersei) detailsamp Tis will el you gain an understanding of te biggerroblem as well as te eEet tat te smaller roblems ave on oneanoteramp
Srining your environment is very eEetive wen you ave a roblem tatis overwelmingamp $t allows you to fous on someting tangibleamp ou an againuse word lay to great bene)t ere using words tat are more aurate inteir de)nitionamp (eile beomes taBi or aramp 5udget beomes our
deartmentgts budget and ten our deartmentgts travel budgetamp
Praie 2uie Perseives
Altoug te roblem may be very lear from were you are looing rigtnow tat may not be te ase from everyone elsegts ersetiveamp $f our salesare dereasing we may tin itgts beause our sales team is not beingeEetive but maybe our ometition as droed teir rie and added afeature to teir rodut tat maes tem more aealing tan we areamp
Rewrite te roblem from several diEerent ersetivesamp ow does yourustomer loo at tis roblem9 at about your sales team9 our ourier9Add ersetives for eole in diEerent rolesamp ow would your souse seetis9 A former teaer9 A loal business assoiation9 Te eole at te afHdown te street9
Turn i 1si-e own
3ne owerful ersetive is de)ning your roblem is to loo at it from tereverse diretionamp $f you want more of someting )gure out wat you getless of as a resultamp $nvestigate wat aens to derease sales or to sell
fewer roduts or to lose more gamesamp $f you feel tat sending an emloyeeto a onferene is too eBensive onsider wat aens wen you do sendtemamp
Cange your ersetive and onsider tings from angles you ad not yetonsidered and onsider te onseuenesamp at about setting u a barebones rodut tat does not ave all te same elements as te fany oneseole are buying from your ometition9
983209 22421 (elsoft Training Materials $namp
6
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1118
Problem Solving and Deision Maing
Fra(e e Probe( Purose) an- Posiive)
Tis is someting we borrow from goal settingamp 3ur brains will fous on tingstat are ositive and eBitingamp ven more eEetive is to reframe wat youtin as te roblem into a ositive and engaging uestion5 beause oursubonsious loves to onder uestions and will start woring on temimmediately even if we dongtt tin wegtre tining about itamp For eBamleinstead of tining e need our emloyees to uit smoing beausesmoers are driving u osts of our bene)t lan try ow an weenourage our emloyees to live long ealty lives and live to be ayeole9
983209 22421 (elsoft Training Materials $namp
7
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1218
Problem Solving and Deision Maing
Su((ar)
en you an desribe te roblem learly te solution often resents itselfampowever failure to identify te roblem roerly an send you oE )Bing
tings tat may not ever resolve te atual roblemamp Dongtt reate a situationwere you are looing at te same roblem tree monts from nowI usetese eigt essential elements in your favoramp
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1318
Problem Solving and Deision Maing
Problem Solving in Ation
Probe( One Your i-3s eaer as o sa) a )our eenager
as been ae arriving o soo ever) -a) is weeamp+
Probe( Two Coeagues are eaving eir -ir) -ises in eampien a woramp+
983209 22421 (elsoft Training Materials $namp
0
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1418
Problem Solving and Deision Maing
Persona Aion Pan
I a( area-) -oing ese ings we
I wan o i(rove ese areas
I ave ese resoures o e (e
As a resu o wa Iave earne- in isworampso I a( goingo4
2) arge-ae is4
I wi ampnow Iavesuee-e-wen4
I wi oowu wi()se on4
Reo((en-e- Rea-ing Lis
Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1518
Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1018
Problem Solving and Deision Maing
=everaging te word lay we used earlier relae sei) words wit moregeneral onesamp 5udget beomes )nanes oe des beomesfurniture mouse beomes estamp
Srinamp Your Environ(en Te(orari)
Sine ea roblem is liely made u of smaller roblems one way to )gureout te issue is to slit it into smaller ieesamp Tis allows you to onsidersei) detailsamp Tis will el you gain an understanding of te biggerroblem as well as te eEet tat te smaller roblems ave on oneanoteramp
Srining your environment is very eEetive wen you ave a roblem tatis overwelmingamp $t allows you to fous on someting tangibleamp ou an againuse word lay to great bene)t ere using words tat are more aurate inteir de)nitionamp (eile beomes taBi or aramp 5udget beomes our
deartmentgts budget and ten our deartmentgts travel budgetamp
Praie 2uie Perseives
Altoug te roblem may be very lear from were you are looing rigtnow tat may not be te ase from everyone elsegts ersetiveamp $f our salesare dereasing we may tin itgts beause our sales team is not beingeEetive but maybe our ometition as droed teir rie and added afeature to teir rodut tat maes tem more aealing tan we areamp
Rewrite te roblem from several diEerent ersetivesamp ow does yourustomer loo at tis roblem9 at about your sales team9 our ourier9Add ersetives for eole in diEerent rolesamp ow would your souse seetis9 A former teaer9 A loal business assoiation9 Te eole at te afHdown te street9
Turn i 1si-e own
3ne owerful ersetive is de)ning your roblem is to loo at it from tereverse diretionamp $f you want more of someting )gure out wat you getless of as a resultamp $nvestigate wat aens to derease sales or to sell
fewer roduts or to lose more gamesamp $f you feel tat sending an emloyeeto a onferene is too eBensive onsider wat aens wen you do sendtemamp
Cange your ersetive and onsider tings from angles you ad not yetonsidered and onsider te onseuenesamp at about setting u a barebones rodut tat does not ave all te same elements as te fany oneseole are buying from your ometition9
983209 22421 (elsoft Training Materials $namp
6
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1118
Problem Solving and Deision Maing
Fra(e e Probe( Purose) an- Posiive)
Tis is someting we borrow from goal settingamp 3ur brains will fous on tingstat are ositive and eBitingamp ven more eEetive is to reframe wat youtin as te roblem into a ositive and engaging uestion5 beause oursubonsious loves to onder uestions and will start woring on temimmediately even if we dongtt tin wegtre tining about itamp For eBamleinstead of tining e need our emloyees to uit smoing beausesmoers are driving u osts of our bene)t lan try ow an weenourage our emloyees to live long ealty lives and live to be ayeole9
983209 22421 (elsoft Training Materials $namp
7
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1218
Problem Solving and Deision Maing
Su((ar)
en you an desribe te roblem learly te solution often resents itselfampowever failure to identify te roblem roerly an send you oE )Bing
tings tat may not ever resolve te atual roblemamp Dongtt reate a situationwere you are looing at te same roblem tree monts from nowI usetese eigt essential elements in your favoramp
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1318
Problem Solving and Deision Maing
Problem Solving in Ation
Probe( One Your i-3s eaer as o sa) a )our eenager
as been ae arriving o soo ever) -a) is weeamp+
Probe( Two Coeagues are eaving eir -ir) -ises in eampien a woramp+
983209 22421 (elsoft Training Materials $namp
0
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1418
Problem Solving and Deision Maing
Persona Aion Pan
I a( area-) -oing ese ings we
I wan o i(rove ese areas
I ave ese resoures o e (e
As a resu o wa Iave earne- in isworampso I a( goingo4
2) arge-ae is4
I wi ampnow Iavesuee-e-wen4
I wi oowu wi()se on4
Reo((en-e- Rea-ing Lis
Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1518
Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
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A Bi Abou You 5Oiona6
Name
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Do you want to be ontated about yourtraining eBeriene9
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7232019 StudentManual Sample
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Problem Solving and Deision Maing
Genera Evauaion
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3verall te training sessionwas ig ualityamp
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$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
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7232019 StudentManual Sample
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Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
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7232019 StudentManual Sample
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Problem Solving and Deision Maing
Fra(e e Probe( Purose) an- Posiive)
Tis is someting we borrow from goal settingamp 3ur brains will fous on tingstat are ositive and eBitingamp ven more eEetive is to reframe wat youtin as te roblem into a ositive and engaging uestion5 beause oursubonsious loves to onder uestions and will start woring on temimmediately even if we dongtt tin wegtre tining about itamp For eBamleinstead of tining e need our emloyees to uit smoing beausesmoers are driving u osts of our bene)t lan try ow an weenourage our emloyees to live long ealty lives and live to be ayeole9
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7232019 StudentManual Sample
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Problem Solving and Deision Maing
Su((ar)
en you an desribe te roblem learly te solution often resents itselfampowever failure to identify te roblem roerly an send you oE )Bing
tings tat may not ever resolve te atual roblemamp Dongtt reate a situationwere you are looing at te same roblem tree monts from nowI usetese eigt essential elements in your favoramp
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7232019 StudentManual Sample
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Problem Solving and Deision Maing
Problem Solving in Ation
Probe( One Your i-3s eaer as o sa) a )our eenager
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Probe( Two Coeagues are eaving eir -ir) -ises in eampien a woramp+
983209 22421 (elsoft Training Materials $namp
0
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1418
Problem Solving and Deision Maing
Persona Aion Pan
I a( area-) -oing ese ings we
I wan o i(rove ese areas
I ave ese resoures o e (e
As a resu o wa Iave earne- in isworampso I a( goingo4
2) arge-ae is4
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I wi oowu wi()se on4
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Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1518
Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
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Neu
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Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
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1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1218
Problem Solving and Deision Maing
Su((ar)
en you an desribe te roblem learly te solution often resents itselfampowever failure to identify te roblem roerly an send you oE )Bing
tings tat may not ever resolve te atual roblemamp Dongtt reate a situationwere you are looing at te same roblem tree monts from nowI usetese eigt essential elements in your favoramp
983209 22421 (elsoft Training Materials $namp
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1318
Problem Solving and Deision Maing
Problem Solving in Ation
Probe( One Your i-3s eaer as o sa) a )our eenager
as been ae arriving o soo ever) -a) is weeamp+
Probe( Two Coeagues are eaving eir -ir) -ises in eampien a woramp+
983209 22421 (elsoft Training Materials $namp
0
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1418
Problem Solving and Deision Maing
Persona Aion Pan
I a( area-) -oing ese ings we
I wan o i(rove ese areas
I ave ese resoures o e (e
As a resu o wa Iave earne- in isworampso I a( goingo4
2) arge-ae is4
I wi ampnow Iavesuee-e-wen4
I wi oowu wi()se on4
Reo((en-e- Rea-ing Lis
Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1518
Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
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7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1318
Problem Solving and Deision Maing
Problem Solving in Ation
Probe( One Your i-3s eaer as o sa) a )our eenager
as been ae arriving o soo ever) -a) is weeamp+
Probe( Two Coeagues are eaving eir -ir) -ises in eampien a woramp+
983209 22421 (elsoft Training Materials $namp
0
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1418
Problem Solving and Deision Maing
Persona Aion Pan
I a( area-) -oing ese ings we
I wan o i(rove ese areas
I ave ese resoures o e (e
As a resu o wa Iave earne- in isworampso I a( goingo4
2) arge-ae is4
I wi ampnow Iavesuee-e-wen4
I wi oowu wi()se on4
Reo((en-e- Rea-ing Lis
Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1518
Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1418
Problem Solving and Deision Maing
Persona Aion Pan
I a( area-) -oing ese ings we
I wan o i(rove ese areas
I ave ese resoures o e (e
As a resu o wa Iave earne- in isworampso I a( goingo4
2) arge-ae is4
I wi ampnow Iavesuee-e-wen4
I wi oowu wi()se on4
Reo((en-e- Rea-ing Lis
Adair Jonamp Decision Making an( roampe Soving Strategies Kogan Page212amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1518
Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1518
Problem Solving and Deision Maing
5rowne Neil Mamp and Stuart Mamp Kelleyamp -sking the ight 6uestions - ui(e toCritica Thinking 710th (ition8 =ongman 211amp
Davenort Tomas 5roo Manville and =aurene Prusaamp u(gent Cas arvard 5usiness Review Press 21amp
Mialo Miaelamp Thinkerto+s - an(ampook o CreativeltThinking Techni=ues
Ten Seed Press 226ampRoam Danamp The gtack o the akin 7an(e( (ition8 Portfolio ardover212amp
Sibbet Davidamp Visua Meetings ow rahics5 Stick+ otes an( (eaMaing Can Transor rou ro(uctivit+ iley 212amp
(anLundy Artur 5amp etting to nnovation AMAC3M 227amp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1618
Problem Solving and Deision Maing
Course Evauaion
Dear Trainee
e ave a seial assignment for you during tis worsoamp e wouldgreatly areiate it if you ould answer a few uestions about your trainingeBerieneamp Tis will el us mae your neBt eBeriene even better Pleasereturn tis form to your trainer after te worsoamp
Tan you
our Training Team
Genera Inor(aion
0orampso Inor(aion
Name oforso
=oation ofCourse
Course =engt
A Bi Abou You 5Oiona6
Name
Position
Do you want to be ontated about yourtraining eBeriene9
$f so lease rovide your teleone
number andor email addressamp
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1718
Problem Solving and Deision Maing
Genera Evauaion
Srong
)isagree
isag
ree
Neu
ra
Agr
ee
Srong
)Agree
3verall te training sessionwas ig ualityamp
Te ourse overed tematerial $ eBetedamp
Tis training will be bene)ialto me in te erformane of
my ltobamp
$ ad lenty of oortunities toratie wat $ learnedamp
Te ourse gave me sei)ideas and tools to imlementin my worlaeamp
Te trainer was rofessionalwellreared and
nowledgeable about tetois at andamp
Te training faility was welleuied and omfortableamp
3verall tis ourse was wortmy time and moneyamp
Fina Tougs
I a oeague was going o aampe is worampso wa wou- )ou ee(
I )ou ou- ange one ing abou is ourse wa wou- i be
983209 22421 (elsoft Training Materials $namp
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1
7232019 StudentManual Sample
httpslidepdfcomreaderfullstudentmanual-sample 1818
Problem Solving and Deision Maing
0a was e (os i(oran ing a )ou earne- o-a)
o )ou ave an)ing ese o sare
1