problem solving

Don’t Ask Why — Ask How

By in Innovation and Problem Solving Tags:

AskingHow

When you’re presented with a complex new project or a problem arises at work, it makes sense to ask “Why?”

“Why did this happen?” “Why are we taking this approach?” “Why are we responsible for this?”

The whys are certainly important. But when you’re trying to find a solution to a difficult problem, the better question to ask might be “How?”

Leadership consultant Betty Parker has devised a problem-solving technique that involves that simple question. Here’s how it works:

  • Gather your project team together and present them with the problem.
  • Ask them how it could be solved. Write down each suggestion.
  • After each suggestion, ask “How can this be done?” Write down each suggestion.
  • Repeat this process until the suggested actions are so small and concrete that asking “how?” would no longer make any sense.

Here’s an example using an actual problem at the building where I work…

  • “People walking outside the building have been startled and frightened by wild foxes. What should we do?” Suggestion: Teach people about foxes and how to avoid them.
  • “How can this be done?” Suggestion: We could put up signs.
  • “How can this be done?” Suggestion: We could create the signs using information provided by Maryland’s Department of Natural Resources.
  • “How can this be done?” Suggestion: Bob can talk to the experts, gather the necessary information, and write the content for the signs. Mary can be in charge of doing the layout. Once the signs are complete, we’ll make sure people see them.
  • “How can this be done?” Suggestion: We’ll ask Ed to post them outside in the areas where people have encountered foxes.

This simple process can help you to divide a large project into small, manageable chunks. It can also help to encourage brainstorming, critical thinking, creativity, and innovation.

At the end of the process, you’ll have a clear, step-by-step plan for how a problem or project should be approached and completed. You’ll also have a list of specific tasks that can be assigned to members of the project team.

 

Parker, B. M. (2016). Move from problem to solution. Talent Development, 70(1), 84-85.

Problem-Solving Strategies

By in Learning Tags:

Problem_Solving_Strategies

Every day, we’re faced with a variety of problems that demand solutions. Some of these problems are small and simple, while others are large, complex, and confusing. We face problems at home and at work. Being able to solve these problems is essential to our personal and professional well-being.

Our level of happiness corresponds to our ability to solve problems. Research indicates that people with good problem-solving skills tend to feel more confident and capable. They have a greater sense of control over their environment. They feel more positive, more satisfied with their job, and more satisfied with life in general.

So how can you become a more skillful problem solver? Well, researchers have found that certain strategies can help people to solve problems more easily. These strategies are known as “heuristics.” Heuristics don’t guarantee success – they just provide problem solvers with some assistance and direction.

A few commonly used heuristics include the following:

  • Trial and error – Make an educated guess, see what happens, adjust your approach, and try again.
  • Draw a picture – If a problem seems difficult or confusing, it can helpful to try and draw it. Create a graph, diagram, or chart.
  • Simplify – Difficult problems are often very complex. Try to ignore the distracting details, and view the problem in its simplest form.
  • Work backwards – Think about your ultimate goal. Starting from there, how can you get back to your present state? Working backwards can sometimes help you to see what needs to be done in order to solve the problem.
  • Use an analogy – Sometimes you can find a solution to a difficult problem by comparing it to a similar problem that you solved in the past.
  • Break it down – When a problem seems unsolvable, it can sometimes help to break it down into small sub-problems. Every sub-problem that you solve will bring you closer to your ultimate goal.
  • Focus on the outcome – Sometimes people become distracted by issues that are really not very important. Focusing on the desired goal can help people to sort out what is important and what isn’t.

Heuristics can be used in any type of problem situation. So the next time you’re faced with a difficult problem, try using one of these techniques! It might help you to reach a more accurate and effective solution.

 

Ayres, J., & Malouff, J. M. (2007). Problem-solving training to help workers increase positive affect, job satisfaction, and life satisfaction. European Journal of Work and Organizational Psychology, 16(3), 279-294.

Halpern, D. F. (2003). Thought & knowledge: An introduction to critical thinking (4th ed.). Mahwah, NJ: Lawrence Erlbaum Associates, Inc.

 

What’s Your Problem?

By in Learning Tags: ,

ProblemSolving

Every day, we’re faced with a variety of problems that demand solutions. In order to be successful, we must be able to adapt rapidly to change, take the initiative, exercise our judgment, and solve problems creatively and competently.

Researchers have found that certain strategies can help people to solve problems more easily. These strategies are known as “heuristics.” Heuristics are techniques that can be used to aid in problem solving. They are mental shortcuts that can help you to arrive at a satisfactory solution more quickly and with less cognitive effort. Heuristics don’t guarantee success – they just provide problem solvers with some assistance and direction.

A few commonly used heuristics include the following (Halpern, 2003):

  • Trial and error – Make an educated guess, see what happens, adjust your approach, and try again.
  • Draw a picture – If a problem seems difficult or confusing, it can helpful to try and draw it. Create a graph, diagram, or chart.
  • Simplify – Difficult problems are often very complex. Try to ignore the distracting details, and view the problem in its simplest form.
  • Work backwards – Think about your ultimate goal. Starting from there, how can you get back to your present state? Working backwards can sometimes help you to see what needs to be done in order to solve the problem.
  • Use an analogy – Sometimes you can find a solution to a difficult problem by comparing it to a similar problem that you solved in the past.
  • Break it down – When a problem seems unsolvable, it can sometimes help to break it down into small sub-problems. Every sub-problem that you solve will bring you closer to your ultimate goal.
  • Focus on the outcome – Sometimes people become distracted by issues that are really not very important. Focusing on the desired goal can help you to sort out what is important and what isn’t.

Heuristics can be used in any type of problem situation. Try one of these techniques the next time you’re faced with a challenging problem and see if it helps you to arrive at a satisfying solution!

Halpern, D. F. (2003). Thought & knowledge: An introduction to critical thinking (4th ed.). Mahwah, NJ: Lawrence Erlbaum Associates, Inc.

Your Hobby Can Make You More Successful at Work

By in Learning Tags: , ,

Paints

Do you like to get creative in your spare time? After work, do you like to dream up new recipes, fix old cars, knit, write, paint, take pictures, or engage in some other sort of creative activity? If so, here’s some good news! Your hobby is probably making you a more effective employee.

I enjoy refurbishing old pieces of furniture — and taking pictures of my cat

…

According to a recent research study conducted at the San Francisco State University, people who engage in creative pursuits tend to benefit in the following ways:

  • They tend to feel lower levels of stress.
  • They’re able to relax and recharge, which better prepares them for the next workday.
  • They may be learning new skills, which they can then apply to their work.
  • They’re better at problem solving than those who don’t have some sort of creative hobby.

So get crafty and let your creativity flow! Your efforts will certainly be personally rewarding. And as an added benefit, you’ll also be more successful at your day job. It’s a win-win situation!

…

Sifferlin, A. (2014, April 17). Being creative outside of work makes you better at your job. Time. Retrieved from: https://time.com/65487/being-creative-outside-of-work-makes-you-better-at-your-job/

How to Ask Great Questions and Get Great Answers

By in Communication Tags: , , ,

Too Many Questions. Pile of colorful paper notes with question marks. Closeup.

Let’s imagine that a problem has cropped up at work and you’re not sure what to do. It would make sense to seek out a knowledgeable coworker and get that person’s advice. But before you do that, here’s something to keep in mind – the way in which you ask for advice can have a huge impact on the type of response that you get.

For example, let’s say that you approached your knowledgeable coworker and said this:

  • You: “The client won’t give me any feedback. So I think I’m going to email his boss and complain. That would certainly get things moving, don’t you think?”
  • Your Coworker: “Yeah, I guess.”

This is a bad way to ask a question. You’re not really asking your coworker to provide input on how to solve the problem. You’re just asking a yes/no question and trying to get your coworker’s blessing for your lousy plan of action.

If you really want to get valuable information, you need to ask great questions. Author Jeff Haden provides the following tips:

  • Don’t ask leading questions – A leading question might be something like, “Don’t you think I’ve waited long enough for a response?” These types of questions are bad because your coworkers will know how you want them to respond, and they may not give you an honest answer.
  • Don’t ask either/or questions – Don’t present your coworkers with two options and ask them which one is better. Maybe both options are bad! Instead, just explain the problem and ask what should be done to fix it.
  • Ask open-ended questions – You should ask the type of question that can’t be answered with a simple “yes” or “no.” For example, you might say “What would you do to solve this problem?” When you ask open-ended questions that require a detailed response, you’ll be more likely to learn valuable new information.
  • Be humble – If you’re confused by what your coworker is saying, admit your confusion and ask clarifying questions. Then keep asking questions until you understand what your coworker is suggesting. Don’t try to pretend that you understand something when you don’t.
  • Be quiet and listen – After asking your question, be quiet. Give your coworker some time to think about the problem and generate a solution. And don’t interrupt while your coworker is talking. Let your coworker finish what he or she is saying before you say anything. You’ll learn a lot more by being quiet and listening than you will by continuing to talk.

 

Haden, J. (2019, April 8). How smart people ask great questions (and get better answers). Inc. Retrieved from: https://www.inc.com/jeff-haden/how-smart-people-ask-great-questions-and-get-great-answers.html?cid=hmside3

How to Manage Angry Customers

By in Communication Tags: , ,

Dealing_With_Angry_Customer

If you’re responsible for providing customers with assistance and troubleshooting problems, I’m sure you occasionally have to deal with an angry person. People get frustrated when things don’t go their way, and unfortunately, they sometimes take it out on the people who are trying to help them.

Getting yelled at by angry customers is upsetting. And trying to help those customers (and calm them down) can be really difficult.

So what’s the best way to manage angry customers? Try these four techniques:

  1. Let the customers vent – A lot of angry customers want the opportunity to fully explain their situation. Give them the chance to do that. Don’t cut them off or interrupt. Instead, just listen to them as they talk. People appreciate it when they feel like their complaints are being heard. Giving customers the opportunity to vent their frustrations will help them to calm down and start to feel better.
  2. Call customers by their names – Calling someone “ma’am” or “sir” is really formal and kind of off-putting. It’s much warmer and more personable to call customers by their names. It will help you to establish a relationship with them, and make them more willing to work with you to find a solution to their problems.
  3. Follow their lead – If your customer is the kind of person who likes to make small talk, make small talk. If your customer likes to get straight to the point, you do the same. Take your cue from your customers, and try to match your conversational style to theirs. They’ll feel more connected to you and be more open to your help.
  4. Smile – If you’re talking to a customer on the phone, smile while you talk. Your voice will take on a friendlier tone. If you’re talking to a customer in person, smile when appropriate. It will be much harder for a customer to stay angry at you when you’re being so friendly.

Good luck! And remember to keep smiling!

 

Augustine, A. (n.d.). 4 brilliant tips for dealing with angry customers. The Muse. Retrieved from: https://www.themuse.com/advice/4-brilliant-tips-for-dealing-with-angry-customers

I Tried a Strange Problem-Solving Technique – Here’s What Happened

By in Innovation and Problem Solving Tags: ,

Sleepy_Woman

I recently read about an odd problem-solving technique. According to author Josh Waitzkin, there’s no need to spend your waking hours trying to solve a complex or troubling problem. He believes that as long as you follow the proper steps, you can solve difficult problems while your sleep. (Talk about multi-tasking!)

Here’s what you need to do:

  1. Early in the evening, spend a few minutes (or more) really thinking about the problem.
  2. Then put the problem out of your mind. Distract yourself if necessary by doing some chores around the house, cooking dinner, or watching TV.
  3. When you go to bed, put a notebook and pen on your bedside table.
  4. Then when you wake up in the morning, before you do anything else, write down whatever thoughts come to your mind in the notebook. And supposedly, the solution to your problem will be written there!

This was intriguing to me, although I must admit that I was also a little skeptical. When I dream, it tends to be about pretty mundane things (like shopping for peanut butter). I’m not sure I have a lot of deep and insightful thoughts.

But I thought this was definitely worth a try. So yesterday evening, I faithfully followed the necessary steps.

First, I thought about my problem. I don’t really have a work-related problem right now, so I chose a more personal problem. My mom’s birthday is coming up soon, and I have no idea what to get her for a gift. She always tells me that she doesn’t want or need anything, so that makes the gift shopping process even more impossible. Hmm…

Then I put the problem out of my mind. When bedtime rolled around, I made sure to put a notebook and pen on my bedside table. Then I went to sleep and let my mind go to work!

When I woke up the next morning, I wrote down the first thoughts that came into my head. Here’s what I wrote:

  • Dancing
  • Sunshine
  • Dad was telling me something
  • My ear is stuffed up

Were there answers here? I wasn’t sure. My mom isn’t really into dancing, so that seemed like a dead end. My best lead seemed to be “Dad was telling me something.” So I emailed him the next day and asked him what he thought I should buy for Mom. He said that he had no idea. Darn. Another dead end.

So I guess this technique didn’t really work for me. But maybe it’s something that takes practice? I’d certainly be willing to give it another try. If you decide to try it, please let me know how it goes for you in the Comments section below!

 

Semczuk, N. (n.d.). A simple way to solve problems while you sleep. The Muse. Retrieved from https://www.themuse.com/advice/a-simple-way-to-solve-problems-while-you-sleep

 

Have a Problem You Can’t Solve? Try Daydreaming.

By in Innovation and Problem Solving Tags: , ,

Daydreaming

Do you ever daydream while you’re at work? If you do, you might think that you’re wasting time and being unproductive. But actually, research has shown that this isn’t the case. You may not realize it, but daydreaming is actually a good problem-solving technique!

Studies have shown that it can benefit you in the following ways:

  1. Get the big picture – When you’re dealing with a difficult problem, you can sometimes get bogged down in the details. Daydreaming can help you to envision the big picture. You can develop a better understanding of where you’d like to be in the future and what you need to do to get there.
  2. Develop new ideas – Recent research has shown that if you stop thinking about a problem and let your mind drift, you can actually come up with some unique and innovative ideas. Even though you may not be thinking about the problem directly, your mind will still be working on it in the background. Thinking about nothing for a few minutes gives your brain the chance to see new patterns and make new connections.
  3. Choose the best approach – Sometimes, you might feel pressured to fix a problem immediately, even if it’s not the best solution. But daydreaming can help to alleviate that pressure. Research has shown that daydreaming can help you to see the problem from a unique perspective and choose the best approach to solving it – even if it might take more time and effort. Daydreaming helps you to work towards something better rather than going for a quick fix.

So the next time you’re stuck on a project and you don’t know how to move forward, it’s not a bad idea to take a break and do a little daydreaming. Kick back, relax, and let your mind wander. You just might find the answer that you’re looking for!

 

Fisher, A. (2015, July 29). 3 ways daydreaming can make you more productive. Fortune. Retrieved from http://fortune.com/2015/07/29/daydreaming-work-productivity/

How Unsolvable Problems Can Benefit You

By in Learning Tags:

Big_Problem

At work, we’re sometimes presented with problems that can’t be solved quickly or easily. And sometimes, after working on a certain problem, it becomes evident that there is no solution at all.

This can be really disheartening, and it may lead us to believe that our time and effort has been wasted. But in reality, a lot can be learned and gained from working on unsolvable problems.

At Northwestern University, freshman Engineering students are required to take a Design Thinking and Communication class. In this class, they are put into small groups and asked to solve a challenging problem experienced by disabled people. For instance, they might be asked to create a device that will allow a person who only has the use of one hand to tie his or her shoelaces. Or they might be asked to devise a way for a person with weakened arms to pull on tight support stockings. Sometimes these problems can be solved. But sometimes, there is no solution.

The creators of this course designed it that way on purpose. They want their students to experience what it’s like to try to solve a potentially unsolvable problem, and they strongly believe that the process teaches their students important lessons. Indeed, according to a recent article in the Wall Street Journal, there’s a lot you can learn from working on problems with no clear solutions:

 

Chart

So if you spend a lot of energy and effort trying to solve a problem that ultimately has no solution, it can be very frustrating. But remember, it’s not a waste of time! The process itself can be beneficial. It can help you to develop and strengthen some very valuable skills.

 

Shellenbarger, S. (2016, February 23). The power of unsolvable problems. The Wall Street Journal. Retrieved from: http://www.wsj.com/articles/the-power-of-unsolvable-problems-1456255158

 

Innovation and Problem Solving

By in Innovation and Problem Solving, JHU Tags: , ,

Innovation

There’s an old adage that goes, “don’t re-invent the wheel” when it comes to creating new concepts, programs, or projects. Instead, try making something better through innovation! A simple way to define innovation is to think of it as problem solving.

Contrary to what many people may think, innovation is different from invention, in that when you innovate, you’re creating something new by applying a new method to an existing invention. It requires you to use problem-solving skills to see the flaws in an existing invention, or to envision better ways of using existing inventions.

Want to learn more about innovation and problem solving? Click here to access the Johns Hopkins Innovation and Problem Solving e-course.