SOLVE ADDRESS
GENERAL WORKPLACE
PROBLEMS
Prepared by; Glenn Maenard A. Faustino, LPT
What You‘ll Learn
1. Hot to identity and solve workplace
problems using problem –solving process.
2. How to generate, compare and
implement solutions.
3. How to evaluate the results of your
decisions.
Why is important
Problem-Solving Skills will
enable you to overcome difficult
situations in your personal and
professional life.
Key Terms
Brainstorm
Analogy
Assumptions
Understanding the Problem
Solving Process
• The six steps in the problem solving process are to:
• Identify and clarify the problem
• Generate alternative solutions using creative thinking and logical reasoning.
• Evaluate the probable consequences of the solutions
• Decide on the best solution
• Implement the solution
• Evaluate the results
Step 1: Identify And Clarify The
Problem
Assemble as much accurate information as you
can about the problem
Ask specific questions and stay objective
Step 1: Identify And Clarify The
Problem
To brainstorm is to think creatively without
evaluating ideas until later.
Brainstorm as many solutions as possible.
Step 1: Identify And Clarify
The Problem
Do not evaluate or judge solutions that
come from an individual or group
brainstorming session.
Keep ideas flowing freely.
Step 1: Identify And Clarify
The Problem
For a successful brainstorming session
make sure the goal is clear.
In a group session make sure every one is
included.
STEP 2: GENERATE
ALTERNATIVE SOLUTIONS
Coming up with alternative
solutions often requires
creative thinking.
STEP 2: GENERATE ALTERNATIVE
SOLUTIONS
Strategies for creative thinking are to:
Jot down ideas whenever they come to you.
Use spider maps and clustering to associate ideas.
Invent a model, pictures, symbol to represent the
problem.
STEP 2: GENERATE
ALTERNATIVE SOLUTIONS
Use analogies.
An analogy is a comparison of two
seemingly dissimilar things it helps you see
things in a new way.
STEP 2: GENERATE
ALTERNATIVE SOLUTIONS
Questions assumptions
Assumptions are beliefs a person
takes for granted.
Step 3: Evaluate the Probable
Consequence of the Solutions
List negative and positive consequences of
each possible solution.
Which ones best meet your short term and
long term goals.
Step 3: Evaluate the Probable
Consequence of the Solutions
Evaluate the probable impact of the solutions on:
You,
Your team and department,
Your customers or clients and
Your company.
Step 4: Decide on the Best
Solution
Choose the best solution under the given
circumstances.
Few solutions are perfect.
Step 4: Decide on the Best
Solution
It is normal to feel misgiving after making a decision.
Using the decision making process allows you to feel
confident that you have addressed the matter
professionally.
Step 4: Decide on the Best
Solution
Even though problems may cause
distress, most employees enjoy the feeling
of success that comes with making a
challenging decision.
Step 5: Implement the
solution
You may need to explain your solution to coworkers
in order to put it action .
Following the chain of command, obtain the
necessary permission and move ahead.
Step 6: Evaluate the
Results
To evaluate a solutions look at its benefits and its
drawbacks.
If your solution is working, you should be able to cite
benefits for yourself, your team, or department and
your customers and clients.
Step 6: Evaluate the
Results
If your solution has drawbacks or if it creates new
problems, identity them and correct them.
On the job problem solving is a continues process .
Step: Evaluate the results
Ask your self what you’ve learned from the entire
process
Apply what you’ve learned to prevent similar
problems from happening again.
Career Checklist:
To increase your Efficiency in the workplace :
Be sure to follow the rules when carrying out procedures- don’t cut
corners to save time
Be innovative when you’re faced with a challenge
Ask questions when you are uncertain doing so will save time.
Prioritize your “ to do” list
Don’t procrastinate when it comes to the simple tasks they’ll build up
Work with fellow employees to solve problems
KEY TOPICS AND LEARNING POINTS
ROUTINE PROBLEMS- ARE COMMON IN THE WORKPLACE AND
OFTEN ARE ABOUT THEE BEST PROCEDURE TO FOLLOW.
A PROBLEM STATEMENT OUTLINES THE DETAILS OF THE
SITUATION AND DESCRIBES THE WHO WHAT, WHERE, WHEN,
WHY, AND HOW.
DOCUMENTATION- IS A WRITTEN DESCRIPTION OF A
PROCEDURE OR SITUATION. IT IS SERVES AS WRITTEN
RECORD OF WHAT SHOULD HAPPEN OR WHAT DID HAPPEN.
DEFINING THE PROBLEM
THESE STEPS WILL HELP YOU CLEARLY IDENTIFY THE ROOT CAUSE OF A PROBLEM. THIS PROCESS
WILL HELP YOU LEARN HOW TO THINK DEEPLY ABOUT THE PROBLEM.
1. DESCRIBE THE PROBLEM, AS YOU CURRENTLY UNDERSTAND IT.
2. DESCRIBE THE IDEAL SITUATION WHEN THE PROBLEM IS RESOLVED
3. LIST WHAT YOU ALREADY KNOW AND DON’T KNOW ABOUT THE PROBLEM, WHERE CAN YOU FIND
OUT MORE?
4. WHAT ARE THE GAPS BETWEEN THE REALITY AND IDEAL SITUATION?
5. DISCUSS THE WITH YOU CO WORKERS AND BRAINSTORM IDEAS.
6. TRY TO SEE THE PROBLEM FROM PERFECTIVES OF THE PEOPLE INVOLVED AND AFFECTED.
Questions:
1. In your own words, describe the six basic steps of
problem solving?
[Link] an on the job situation how can you identify good
sources of information?
3. Why is creating alternative solutions better than
relying on only one solutions?
Questions:
[Link] do you think are the advantages of group
problem solving?
5. Describe how you and another person solved a
similar problem and compare the consequences of
each solutions?
6. How can your personality affect your problem
solving and decision making skills?
ACTIVITY TIME
“PASS THE BOX”
QUESTIONS # 1
Slow Service
Poor service usually includes long wait times
for food or drinks, delays in receiving orders,
or inattentive staff.
QUESTIONS # 2
Poor Food Quality
Issues with taste, flavor, texture,
or overall quality of the dishes.
QUESTIONS # 3
Cold/Undercooked Food
Complaints about the food served at incorrect
temperatures or not being cooked to the desired
level of doneness.
QUESTIONS # 4
Incorrect Orders
Customers receiving the wrong
food or beverage items or items
missing from their orders
QUESTIONS #5
Unsanitary Conditions
Complaints about dirty tables, utensils,
or restrooms, as well as overall
cleanliness issues.
QUESTIONS #6
Noise Levels
Excessive noise from the kitchen,
music, or other customers disrupts the
dining experience.
QUESTIONS # 7
Overcrowding/Crowded Seating:
Customers feeling cramped or
uncomfortable due to overcrowded
seating arrangements.
QUESTIONS # 8
Difficulties with
Reservations
Problems related to reservations, including
mishandled bookings, long waits despite
reservations or lack of availability.
QUESTIONS # 9
Inconsistent Service
Inconsistencies in service quality,
such as excellent experiences on
some visits but poor experiences
on others.
QUESTIONS #10
Limited Parking or Accessibility
Challenges related to parking availability,
accessibility for customers with disabilities, or
inconvenient location.
QUESTIONS # 11
A guest gets food poisoning
This is one case where you’ll want to train staff not to apologize.
An apology can be seen as an admission of liability if there’s a
lawsuit, according to Food Safety. Instead, the server should
listen, respond with empathy and without judgment, document
information about the complaint, and assure the guest that the
issue is being taken seriously. Have a process in place for staff
to report possible food poisoning to a manager.
