Solve Problems
Skill: Critical Thinking
Level: Advanced
A problem is a difficult matter requiring a solution. We encounter problems each and every day at home and at
work. A problem is made up of two parts—goals and barriers. Goals are the desired results of a solved problem.
Barriers are the situations that get in the way of solving problems. Read the examples below. Can you identify
the goal and the barrier?
Samantha works as an assistant manager at a hotel. She receives a call from an angry guest at 11:00 pm. The
guest tells her that people in the adjoining room are loud. They are having a party. The guest asks that the
problem be resolved as soon as possible. The hotel strives for guest satisfaction and the hotel policy states that
loud noises are not tolerated after 10:00 pm.
Samantha has a goal to provide good service to all hotel guests. A loud patron is a barrier to her goal. How
would you solve the problem if you were in Samantha’s place?
STEPS TO SOLVE PROBLEMS
Solvingcomplex work problems is not always easy, but the steps below can help.
1. Identify the Problem
In order to solve a problem you must first identify the problem. What is the goal and the goal barrier? Is it a simple or a
complex dilemma?
Example: Samantha likes her job as an assistant hotel manager, but she really wants to apply for a job as an auto repair
technician. She needs to take classes to be certified as an auto repair technician in order to find a job, but she does not
have anyone to care for her two young children while she is in school.
Samantha’s goal is to find a job in the auto-repair industry. She has identified two barriers to this job; she lacks the
certification needed to find a job and she lacks childcare during class times.
2. Find the Facts
Before you can solve a problem you must search for the facts. Facts can sometimes be difficult to uncover. In the example
above Samantha would need to examine whether she truly lacks options for childcare or whether returning to school is
intimidating to her. Does she really need to return to school in order to get a job or is there another option for employment,
such as on-the-job training? During this step, additional barriers are sometimes discovered.
3. Determine Solutions
After finding the facts, you can begin to determine solutions to a problem. Many times problems have more than one
solution. In this case, it is necessary to determine the best possible solution based on the intended outcome of the problem.
Read the chart below to determine the barriers, facts, and possible solutions for Samantha’s problem.
4. Make a Decision
A final decision can be made after looking at each possible solution. Decisions can be made by looking at the pros and the
cons of each solution. Then the best possible decision can be chosen. What would you do if you were in Samantha’s
place?
5. Review Outcome/Seek Feedback
In work and in life, every decision has a consequence. Therefore, it is always a good idea to review your decision and seek
feedback from people you trust in order to make the best possible choices.
Idioms
Be in someone’s place (to imagine that you are someone in a difficult situation and imagine how that person
feels)
Words
Barrier, Certified, Complex, Cons, Consequence, Dilemma, Discovered, Encounter, Examine, Intended, Matter,
Outcome, Policy, Pros, Resolved, Satisfaction, Situations, Solution.
Learn More
Click here ([Link] to read more about problem solving,
critical thinking, and why these skills are important in the workplace.
For another problem-solving strategy visit the Government of Canada website
([Link] where you can
find five workplace problems that need decisions. Work with a classmate, family member, or friend to determine
what you would do to solve these workplace dilemmas.
In the article, Samantha wanted to be a certified auto technician. Auto Technicians inspect, maintain, and repair
automobiles and trucks. Auto technicians are usually required to attend a technical school as well as prepare for
and pass industry examinations for certification. For more information visit the occupational outlook handbook
([Link]
.
Sources
[Link]
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