Course Snippet

The text on this page is taken from Unit 11 of the Certificate in Interpersonal Skills for Volunteers by distance learning course.

Stages of Problem Solving

Effective problem solving usually involves a number of broad stages:

Stage 1: Identification: Detecting and recognising that there is a problem; identifying the nature of the problem; defining the problem.
Stage 2: Structuring: A period of observation, careful inspection, fact finding and developing a clear picture of the problem.
Stage 3: Looking for Possible Solutions: Generating a range of possible courses of action, but with little attempt to evaluate them at this stage.
Stage 4: Making a decision: A methodical analysis of the relative merits of the different possible courses of action and selecting a solution for implementation. (See Unit 12)
Stage 5: Implementation: Accepting and carrying out the chosen course of action. Following implementation, a final stage of monitoring and seeking feedback is usually included.
Stage 6: Monitoring/Seeking Feedback: Reviewing the outcomes of problem solving over a period of time, including seeking feedback as to the success of the outcomes of the chosen solution.

Stage One: Identifying the Problem

Before being able to confront a problem its existence needs to be identified. This might seem an obvious statement, but quite often, problems will have an effect for some time before they are recognised or brought to the attention of individuals who can do anything about them.

In many organisations it is possible to set up formal systems of communication so that problems are reported early on. In helping organisations which are dealing with vulnerable clients, good communication is particularly important as workers are dealing with people's lives. This is especially true when a number of different helping agencies are involved, so that problems are quickly brought to the attention of the right people. The system of Key Workers is one attempt at such an organised communication system, where one individual worker is assigned special responsibility for the needs of each client.

Once a problem is identified, its exact nature needs to be identified, i.e., what are the goal and barrier components of the problem? Some of the main elements of the problem can be outlined, and a first attempt at defining the problem should be made. This definition should be clear enough for you to be able to explain the nature of the problem to other people in a succinct way.

We want to…(goal)	but…(barrier)
Tell a colleague that something he/she does annoys us.	We are afraid he/she will be hurt.
Get a new computer.	We have limited financial resources.
Increase the use of the new drop-in centre where we work.	We are not sure how to go about it.

Looking at the problem in terms of goals and barriers can offer an effective way of defining many problems. Sometimes it will become apparent that what seems to be a single problem, is more accurately a series of sub-problems. For example, in the problem “I want to take a job, but I don't have the transport to get there and I don't have enough money to buy a car.”

“I want to take a job” (main problem)
“But I don't have transport to get there” (sub-problem 1)
“And I don't have enough money to buy a car” (sub-problem 2)

Useful ways of describing more complex problems will be shown in the following section, 'Structuring the Problem'.

During this first stage of problem solving, it is important to get an initial working definition of the problem. Although it may need to be adapted at a later stage, a good working definition makes it possible to describe the problem to others who may become involved in the problem solving process. For example:

Problem	Working Definition
“I want to take a job, but I don’t have the transport to get there and I don’t have enough money to buy a car.”	“I want to take a job.”

Course Snippet

The text on this page is taken from Unit 11 of the Certificate in Interpersonal Skills for Volunteers by distance learning course.