2.2.1 A team problem solving process
Any problem solving process should be logical. Given that most processes are endeavouring to deal with complex problems, the process must itself be logical and easy to follow. A simple process could be:
Figure 2 A team problem solving process
As is evident with the figure above, communication and problem solving or decision making are inextricably linked with communication.
A principal instrument for effective problem solving and decision making is employee participation. The basic 5 step approach detailed above can be utilised to ensure not only that the correct information is gathered, reviewed and options chosen, but that staff participate in the process and gain commitment to a decision.
Activity 5
What causes poor performance? Counselling poor performance will not always be the solution we think it could be. Examine the following areas that may also impact upon job performance. The examples are based on a scenario where a new trainee is required to answer a 1-800 customer complaint line and write "incident' reports for management. For each example from this scenario please identify your own scenario and draw examples from your own workplace or life experience.
Before we decide that training is the solution could it be:
Poor Motivation e.g. Never worked before
Your example: ________________________
Poor report writing skills e.g. Lack of access to computer resources
Your example: ________________________
Wrong person in the job e.g. Young person without specific experience in over-the-
phone complaint handling
Your example: ________________________
Poor working environment e.g. Desk is in a busy and noisy open-plan office
Your example: ________________________
Reading 2
Malouff, J (revised 2004) Fifty Problem Solving Strategies Explained , University of New England School of Psychology: Australia . Available at http://www.une.edu.au/psychology/staff/malouff/problem.htm .
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