Solving Workplace Problems

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WELCOME
Solving Workplace Problems Presented by Lynne
Couture Problem Solving Subject Matter Expert
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Purpose-Process-Payoff of Todays Telebridge

• Purpose To introduce you to the purpose and
  scope of Solving Workplace Problems
• Improve process performance
• Correct process deficiencies
• Attain higher levels of organizational
  performance
• Solve even the most complex problems-step-by-step
• Provide a common language for solving workplace
  problems

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Purpose-Process-Payoff of Todays Telebridge

• Process
• Define/discuss Problem Solving Tools
• Take an assessment
• Discuss the Problem Solving Process
• Overview SWP skill steps, objectives, design, and
  audience
• Complete some exercises
• Overview behavioral modeling and job-specific
  skill practice
• Conclude
• Payoff Youll be in a better position to assess
  the potential value of SWP for your organization.
  

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Who Can Benefit from the Workshop?

• Any leader who is responsible for improving
  performance and finding solutions to complex
  problems with his/her people
• Senior Executives
• Department Heads
• Functional (IT, HR, etc.) Managers
• Sales Managers
• Team Leaders
• First Level Supervisors
• Others?

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Problems are all around us

• Why are sales declining?
• How do we get more people participating in
  meetings?
• Why isnt our team winning more games?
• How can we get a new product to market faster?
• Why are we getting so many defects from
  production line 10?

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Objectives (cont.)
Types of Problems

• Hospital
• Patients waiting too long to see emergency room
  physician
• Manufacturing
• Manufacturing not meeting production targets
• Non-profit
• Donors not giving as much as prior year
• Schools
• Parents are not attending school meetings

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Objectives of Solving Workplace Problems
When you have completed this workshop on Solving
Workplace Problems, you will be able to

• Follow an orderly, step-by-step problem-solving
  process
• Write problem statements that clearly define
  problems encountered in work situations
• Assess the contexts of problems
• Analyze the likely root causes of problems
• Involve team members in evaluating the root
  causes and possible solutions
• Create plans to implement solutions to problems
• Agree and support implementation

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Program Design Activities and Flow

• Introduction OpeningPre-TestObjectives
  Introductions/ExpectationsBenefitsKey Terms
  Awareness ExerciseContent Teach-backsAction
  VerbsProblem-Solving ToolsProblem Solving
  ExercisesCase Study Exercise.
• Job-Specific Practice Worksheet
  CreationIntroductionSkill PracticeDiscuss
• Summarize and Close Post-Test Summary...
  Application Job Aids and Tools

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Our Design Intent -- Make it

• Interesting Hold the learners attention and
  motivate learning.
• Important They say, This is really going to
  help me!
• Relevant -- The content and skills have immediate
  utility.
• Active Learning Lots active of involvement
  throughout program.
• Skill-Based They can do something when they are
  done.

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Whats the Connection to the Supervision Series
Core Modules?

• Essential Skills of Leadership
• Maintain Team Member Self-Esteem.
• Focus on Behavior.
• Encourage Team Member Participation.
• Essential Skills of Communicating
• Create a Climate of Open Communication.
• Design Clear, Concise Messages.
• Manage Nonverbal Behaviors Effectively.
• Listen to Communicate.

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So, Why Bother? From the Team Members Point
of View

• I am more committed because I have
  participated.
• I have a proven 5 step process to follow and a
  common language that everyone understands
• I focus my energy on the most important things
  results.
• I will perform and judge my work against a
  clear, measurable standard.
• My team leader will have a more objective
  standard to observe, coach and evaluate my
  performance.

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Teach Back Exercise 2A Components of a Problem

• Controllable Factors
• Uncontrollable Factors
• Constraints
• Outcome

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Teach Back Exercise 2B Methods of
Problem-Solving

• Intuition
• Rating System
• Rational, Systematic
• Contextual Approach

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Teach Back Exercise 2C Possible Outcomes of a
Problem

• Solution
• Resolution
• Dissolution
• Conflict

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Tools-Flow Chart
Yes
No
Typereport
Organizein-formation
Report produced
Makecopies
Any errors?
Distributereport
Beginproducing report
Enoughcopies?
Yes
No
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Tools-Pareto Chart
Pareto Chart
Number of Instances
Cause 1 2 3 4 5
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Tools-Fishbone Diagram
People
Materials
Properly staffed?
Enough Training?
Problem
Customer Service not following through
withcomplaints
Slow computers?
Unclear policy?
Enough workstations?
Policies/Procedures
Plant
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Tools-Gantt Chart
Task 1 2 3 4 5 6 7
0 5 10 15 Time Days
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Steps in Solving Workplace Problems
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Objectives (cont.)
Step 1 Identify the Problem

• Write a problem statement
• Determine the magnitude
• Determine your authority
• Decision to act

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Writing Problem Statements

• What is the problem?
• How do you know it is a problem?
• Where has this problem occurred?
• When has it occurred?

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Step 2 Identify the Cause

• Identify whom to involve
• List symptoms
• List possible causes

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Step 3 Select Best Solution

• Generate alternative solutions
• Identify criteria for evaluating alternatives
• Weigh the alternatives

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Objectives (cont.)
Step 4 Implement the Solution

• Evaluate resources
• Assign responsibilities
• List tasks and completion dates
• Identify whom to inform

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Step 5 Feedback and Follow-Up

• Identify feedback that will be used to measure
  progress
• Identify what criteria you will use to determine
  if the solution is a success.
• Determine what follow-up will be required for
  implementation success

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Steps in Solving Workplace Problems
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Summary of Webinar

• More tuned to the way things are done these days.
• Appeals to a broader audience beyond first-level
  team leaders.
• Use of a five-step process to effectively solve
  problems
• Provides a common language

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A Leadership Solution
Leadership ESSENTIALS

• Essential Skills of Leadership
• Essential Skills of Communication
• Developing Performance Goals Standards
• Providing Performance Feedback
• Managing Complaints
• Improving Work Habits
• Effective Discipline
• Resolving Conflict
• Coaching Job Skills
• Delegating
• Supporting Change
• Communicating Up

? Classroom Workshop? Online Modules? Blended
Combination
Leadership PLUS

• Hiring Winning Talent (Classroom and Online)
• Leading Successful Projects (Classroom)
• Motivating Team Members (Classroom)
• Solving Workplace Problems (Classroom)
• Retaining Winning Talent (Coming Soon)
• Using Financial Data (Coming Soon)
• Ethics Matter (Coming Soon)

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Previews Available
You Can Preview This Program By Contacting Your
Vital Learning Consultant for a Preview Package
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Objectives (cont.)
Questions and Answers
Q A
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l e a d e r s h i p ? s a l e s ? s e r v i c
e ? p r o d u c t i v i t y